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1 – 10 of 14
Article
Publication date: 20 September 2019

Haydeé Calderón, Teresa Fayos and Marta Frasquet

This paper aims to analyses the development of exploitation and exploration capabilities, and the role of ambidexterity, in the evolution of small Spanish wineries toward…

Abstract

Purpose

This paper aims to analyses the development of exploitation and exploration capabilities, and the role of ambidexterity, in the evolution of small Spanish wineries toward multi-channel distribution systems.

Design/methodology/approach

A qualitative methodology based on the analyses of multiple cases supported by a computer assisted qualitative data analysis software with an abductive approach was used to study the relationship between ambidexterity and the multi-channel integration of six wineries.

Findings

Companies with more advanced multi-channel distribution systems have more developed ambidexterity capabilities. This ambidexterity stems fundamentally from the ability to simultaneously maintain relations with distributors and innovate and search for creative ways to satisfy new customers.

Research limitations/implications

The research is based on insights from companies based in Spain.

Practical implications

Spanish small and medium enterprises in the sector are in an underdeveloped phase of multi-channel integration. To be successful in this process, these companies must combine exploitation and exploration capabilities.

Social implications

If the company is able to develop an integrated multi-channel distribution system leading to an omnichannel system, consumers will benefit from it, getting complete information at each specific stage of shopping.

Originality/value

This study provides the first description in academic literature of the usefulness of the concept of ambidexterity as a dynamic capability to explain the degree of development and multi-channel integration.

Details

International Journal of Wine Business Research, vol. 32 no. 1
Type: Research Article
ISSN: 1751-1062

Keywords

Article
Publication date: 30 July 2020

Berta Tubillejas-Andrés, Amparo Cervera-Taulet and Haydee Calderon Garcia

This paper aims to posit servicescape from a multi-dimensional formative approach beyond mere conceptualizations limited to its physical dimensions. An analysis is carried out to…

Abstract

Purpose

This paper aims to posit servicescape from a multi-dimensional formative approach beyond mere conceptualizations limited to its physical dimensions. An analysis is carried out to predict loyalty behaviours in a cultural service.

Design/methodology/approach

Partial least square was conducted for testing a third-order aggregate formative construct of servicescape on a sample of 867 opera goers. In addition, the authors carried out a predictive performance assessment of our model.

Findings

The proposed research model was largely supported by the evidence. Results show that the physical (exterior and interior) and social dimensions (employees’ and attendees’ characteristics and interactions) must be considered together in the artscape, servicescape named in the performing arts services, conceptualization and measurement. An appropriate servicescape can be of vital importance in the perception and subsequent consumer evaluation of the service in terms of loyalty.

Research limitations implications

Further research is required to extend the analysis of the holistic servicescape.

Practical implications

Cultural managers are provided in terms of highlighting the importance of managing the artscape in all its dimensions “not only physical but also social – showing its relevance as an antecedent of opera goers” loyalty.

Social implications

Besides the cultural product itself, designing appropriate artscapes can enhance the experience and post-use behaviour of performing arts attendees.

Originality/value

The authors make a relevant contribution in the configuration of high-order formative constructs, showing that marketing literature should appraise servicescape from a comprehensive perspective to predict post-consumption behaviour.

Details

European Business Review, vol. 33 no. 1
Type: Research Article
ISSN: 0955-534X

Keywords

Article
Publication date: 14 December 2022

Teresa Fayos, Haydeé Calderón, Mitxel Cotarelo and Marta Frasquet

The purpose of this paper is to understand the contribution of digitalisation, channel integration and sustainability to the improvement of industrial small and medium-sized…

Abstract

Purpose

The purpose of this paper is to understand the contribution of digitalisation, channel integration and sustainability to the improvement of industrial small and medium-sized enterprises (SMEs)' international performance.

Design/methodology/approach

Based on a review of the literature, the authors developed a research model that included six hypotheses about the relationships between the constructs studied: digitalisation, channel integration, sustainability and international performance. The structural equation model was tested with data from a survey answered by 200 exporting industrial SMEs, by means of partial least squares regression.

Findings

The digitalisation of SMEs contributes positively to channel integration and sustainability, while channel integration is positively related to their international performance. Although a direct relationship between digitalisation and international performance was not observed, a mediated relationship through channel integration was confirmed. Additionally, the multi-group analysis according to the level of internationalisation revealed that sustainability positively influences the international performance of companies with a high degree of internationalisation.

Originality/value

This study is original insofar as it examined the role of digitalisation in the international performance of industrial SMEs, considering the mediating role of sustainability and channel integration.

Details

Management of Environmental Quality: An International Journal, vol. 34 no. 3
Type: Research Article
ISSN: 1477-7835

Keywords

Article
Publication date: 23 August 2021

Diana Kolbe, Marta Frasquet and Haydee Calderon

This study aims to extend the existing base of knowledge of proactive and reactive market orientation and innovation capability by testing their impact on the export performance…

1266

Abstract

Purpose

This study aims to extend the existing base of knowledge of proactive and reactive market orientation and innovation capability by testing their impact on the export performance of emerging-market small- and medium-sized enterprises (SMEs) in a Latin American context.

Design/methodology/approach

This paper is a replication study, and its data were collected through a survey answered by general, marketing, sales or export managers at 155 Mexican SMEs. The research model was tested using partial least squares.

Findings

The study results indicate that innovation capability and reactive market orientation are drivers of export performance in Latin American SMEs. Moreover, proactive market orientation has been found to have an indirect effect on export results.

Practical implications

This study highlights to managers of Latin American SMEs the importance of capability development and deployment to improve export performance.

Social implications

SMEs enabled by strategic and technological innovation based on current and latent customer needs can advantageously perform in foreign markets and can drive economic growth and social and human development in Latin America.

Originality/value

Recent studies have focused on emerging-market enterprises and the necessity of developing dynamic capabilities to achieve internationalisation. This study extends previous research by assessing the robustness and generalizability of drivers in export performance for manufacturing SMEs in Latin America. In particular, it provides empirical insights on the capabilities to develop by Latin American SMEs to achieve better export performance.

Details

Multinational Business Review, vol. 30 no. 2
Type: Research Article
ISSN: 1525-383X

Keywords

Article
Publication date: 10 February 2021

Mitxel Cotarelo, Haydeé Calderón and Teresa Fayos

The purpose of this research is to analyse the LSQ in the context of three different omni-channel purchasing scenarios while considering four dimensions (timeliness, availability…

2494

Abstract

Purpose

The purpose of this research is to analyse the LSQ in the context of three different omni-channel purchasing scenarios while considering four dimensions (timeliness, availability, condition and return of the product) and to assess their impact on customer satisfaction and loyalty. In addition, an evaluation of the relationship between satisfaction and loyalty in the mentioned omni-channel scenarios is investigated.

Design/methodology/approach

A mixed two-phase research methodology is proposed: an initial qualitative analysis with six focus groups followed by quantitative research through surveys with a sample of 323 individuals. The proposed scales were tested for three purchase scenarios: “buy-online-ship-direct” (BOSD), “buy-online-pickup-in-store” (BOPS) and “buy-in-store-ship-direct” (BSSD). The data were analysed using partial-least squares structural equation modelling (PLS-SEM) techniques.

Findings

In an omni-channel context, the most important element of the logistics service deriving in satisfaction was timeliness for all the scenarios. The return-of-product dimension of LSQ was relevant for satisfaction in “ship-direct” scenarios, while the availability dimension was only relevant for customer loyalty in the BOPS scenario. Customer satisfaction had a positive impact on loyalty in the three purchasing scenarios.

Practical implications

These results might provide guidance to managers in order to improve not only logistics procedures and processes but also their relationships with their customers. Moreover, retailers need to account for return policies in ship-direct channels, prioritize punctuality and adapt delivery terms to ensure product availability.

Originality/value

This work represents a progress in LSQ research in the B2C omni-channel environment by extending its study to a previously untested purchasing scenario (BOSD) and including a fundamental and insufficiently explored dimension of the LSQ: the return.

Details

International Journal of Retail & Distribution Management, vol. 49 no. 8
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 8 April 2021

Diana Kolbe, Haydeé Calderón and Marta Frasquet

Using online channels is an opportunity for small and medium-sized enterprises (SMEs) in the manufacturing industry to reach new markets and reduce the dependency on distributors…

Abstract

Purpose

Using online channels is an opportunity for small and medium-sized enterprises (SMEs) in the manufacturing industry to reach new markets and reduce the dependency on distributors. The challenge remains that of integrating new online channels into existing networks effectively. This paper aims to identify to what extent multichannel integration is enhanced by the innovation capability of manufacturing SMEs and the subsequent influence on their performance.

Design/methodology/approach

Data were collected by means of a survey aimed at managers of small manufacturing firms in Mexico and were analysed through an advanced partial least squares (PLS) approach via SmartPLS.

Findings

Manufacturing SMEs with more advanced innovation capability achieve higher levels of multichannel integration. In turn, when multichannel integration is more advanced, manufacturing SMEs enjoy better results with respect to sales, fulfilling marketing objectives and improving relationships with customers.

Research limitations/implications

The model could be extended to accommodate other variables that may affect the effective integration of multiple channels.

Practical implications

Manufacturing SMEs can improve their results by integrating online channels with existing offline channels with a commitment to innovating in the market.

Originality/value

Analysing multichannel integration from the perspective of manufacturing firms, examining not only the positive consequences but also the underlying capabilities needed.

Details

Journal of Business & Industrial Marketing, vol. 37 no. 1
Type: Research Article
ISSN: 0885-8624

Keywords

Article
Publication date: 12 September 2016

Berta Tubillejas Andrés, Amparo Cervera-Taulet and Haydee Calderón García

The purpose of this paper is to determine the role played by the social servicescape and positive emotions in the post-use in terms of response – satisfaction, perceived value and…

1658

Abstract

Purpose

The purpose of this paper is to determine the role played by the social servicescape and positive emotions in the post-use in terms of response – satisfaction, perceived value and consumer loyalty – in hedonic services.

Design/methodology/approach

A quantitative study was conducted to gather data from 867 opera-goers through e-mail with a link to a questionnaire. Hypotheses were tested using structural equation modeling based on partial least squares. The effects of the social servicescape and emotions as moderators were examined using interaction techniques.

Findings

The paper provides empirical support on the multidimensional configuration of the social servicescape composed by both characteristics and interactions of employees and customers. The results demonstrate significant relationships between the social servicescape and positive emotions in perceived value, satisfaction and loyalty of consumers. Positive emotions are a moderating variable, intensifying the relationship between the social servicescape and perceived value. The opposite effect in the relationship between the social servicescape and loyalty is found.

Research limitations/implications

Further research is required to generalize the findings to other hedonic services.

Practical implications

Knowledge on both social servicescape and emotional effects on consumer behavior may enable cultural managers to improve the consumption experience of performing arts attendees.

Originality/value

This paper fulfills a research gap in the area of social servicescape as well as the effects of emotions in hedonic services. It makes two main contributions. First, it provides knowledge on social servicescape conceptualization and measurement. Second, the moderation, by interaction effect, of emotions and social servicescape in consumer behavior are confirmed.

Details

Journal of Service Theory and Practice, vol. 26 no. 5
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 24 August 2021

Paula Andrea García Ortiz, Haydée Calderón García, Teresa Fayos Gardó and Nidia Roa Vivas

This paper aims to determine the relationship between dynamic marketing capabilities (DMCs) and the integration of distribution channels of exporting companies from Latin American…

Abstract

Purpose

This paper aims to determine the relationship between dynamic marketing capabilities (DMCs) and the integration of distribution channels of exporting companies from Latin American (LATAM) countries and how this relationship will impact the international development of a company.

Design/methodology/approach

This qualitative study uses the explanatory multiple case approach of Yin (2011) to test the research questions, revise existing theories and establish causal relationships from semi-structured interviews that were applied to 15 Peruvian and Colombian companies. To analyze qualitative data and ensure credibility, the authors applied six stages of Sinkovics and Alfoldi’s (2012) methodology. For analysis, computer-based qualitative software was used.

Findings

The study reveals the following: a set of specific DMCs that effectively help agro-food companies generate synergy with their intermediaries to launch their first international ventures; a better understanding of how the market orientation as a DMC is, rather than a multi-dimensional organization which mediates other marketing processes; the impact of DMCs in channel integration that changes with respect to agents and distributors. Producers and distributors developed networking, market adaptation and innovation capabilities. At the same time, agents also developed market orientation capabilities to provide relevant product information, manage transactions and fulfill orders without regard to market adaptation capabilities.

Research limitations/implications

Qualitative methodology was applied, limiting the generalization of the findings. The authors also emphasized the initial stages of internationalization without considering other advanced processes that could be useful for larger LATAM companies, which operate in different foreign countries and manage multiple channels. As a result, this study lays the foundation for establishing a model that will enhance a quantitative measurement to support the findings.

Practical implications

This study illustrates specific marketing techniques that are useful to better identify and coordinate intermediaries, especially agents and distributors to ease their internationalization processes. The research also provides a framework for marketing managers to leverage the DMCs developed by the different actors of the distribution channel, as well as, obtaining positive outcomes in communication, information on products and services, transactions and customer service functions. Finally, managers and professionals can find a methodology to evaluate how DMCs can be developed to optimize their internationalization processes through the integration of the main channel functions. This will broaden their vision on the usefulness and scalability of this type of dynamic capabilities in key business processes for the generation and sustainability of competitive advantages.

Social implications

If producers identify DMCs, they will promote ethical business practices that may reduce their vulnerability and risk with more experienced international intermediaries. This leads to favoring the socio-economic equity of the territories with traditional economies in which they operate.

Originality/value

The study provides a set of DMCs that influence the functions of distribution channels and favors international processes in small and medium enterprises which then offer a better understanding of the definition and applicability of this construct in the agro-food sector in LATAM. This study also gives a structural perspective to determine which functions of the distribution channel should be integrated and how depending on the type of intermediary (agents and distributors).

Details

Qualitative Market Research: An International Journal, vol. 24 no. 5
Type: Research Article
ISSN: 1352-2752

Keywords

Article
Publication date: 1 January 2004

Haydeé Calderón García, Irene Gil Saura, Roberto Carmelo Pons García and Martina G. Gallarza

The research steam on tourism destination image, begun in the late 1960s, has been essentially operational in its approach, and only occasionally strategic. Aspects relating to…

1217

Abstract

The research steam on tourism destination image, begun in the late 1960s, has been essentially operational in its approach, and only occasionally strategic. Aspects relating to the image of tourism destinations still constitute a relatively unexplored line of research. This paper, first establishes specific conceptual and methodological approaches, to enable us to rigorously study and evaluate the image of what we understand as a tourism destination characterized by “sun and beach”. It then applies this methodological proposition to a number of destinations in the Caribbean, focusing on the case of Cuba from an important tourist‐origin market for this destination, Spain.

Details

Tourism Review, vol. 59 no. 1
Type: Research Article
ISSN: 1660-5373

Keywords

Article
Publication date: 1 January 2001

Martina G. Gallarza, Irene Cil Saura and Haydée Calderón García

Product image formation process is a valuable insight for correct understanding of consumer behaviour. When product is a tourism destination, image formation is even more…

1600

Abstract

Product image formation process is a valuable insight for correct understanding of consumer behaviour. When product is a tourism destination, image formation is even more important due to the inability of pretest the tourist product. This framework gives place to the present research on tourism destination image. The paper starts with a litterature review on the meaning and measurement of destination image divided into two main approaches: the conceptual and the methodological. Secondly, the results of an empirical investigation are reported: it deals with the assessment of attribute‐based destination image of sun and beach resorts on the Spanish Mediterranean coast. The aim and contribution of the paper are to provide an example of one methodological procedure for measurement of destination image (the Principal Component Analysis) which allows, in a first step, to obtain a structure of perceptions on sun and beach destinations. A description of the images of the resorts investigated is also reported in order to understand better perceptions on the tourism market.

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