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Article
Publication date: 13 July 2021

Clement Nangpiire, Joaquim Silva and Helena Alves

The customer as an active and engaged value co-creator raises new challenges for theory and practice, especially in the hospitality industry. However, the connection…

Abstract

Purpose

The customer as an active and engaged value co-creator raises new challenges for theory and practice, especially in the hospitality industry. However, the connection between engagement and co-creation is little studied in the hotel/tourism literature. This paper proposes a connection between customer engagement (CE) and value co-creation frameworks to ascertain and depict the internal actors' activities and factors that foster or hinder guests' co-creation and destruction of value.

Design/methodology/approach

The researchers used qualitative methods (35 in-depth interviews, document analysis and four observation sessions) in seven regions of Ghana to explore the customer's perspective. Data were analyzed with NVivo11 within a thematic analysis framework.

Findings

The findings suggest that positive and negative engagement fosters or hinders guests' interactions, which lead to value co-creation or destruction. The research also discovered that negative interactions occasioned by any factor or actor trigger value destruction at multiple stages of the experience journey.

Practical implications

Industry players can use the framework developed to assess their businesses, explore and reflect on the proposed value they aim to generate, and thus be more aware of how they can better facilitate value co-creation with their consumers and avoid value destruction.

Originality/value

This research proposes a novel connection between customer interactions, engagement and value co-creation to ascertain and depict the internal actors' activities and factors that foster or hinder customers' experience in the hotel/tourism industry.

Details

Journal of Research in Interactive Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2040-7122

Keywords

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Article
Publication date: 17 May 2021

Jaime Ortega-Gutiérrez, Ignacio Cepeda-Carrión and Helena Alves

This paper aims to study the relationship between the knowledge obtained in social networks by firms together with the firms’ knowledge absorptive capacity and…

Abstract

Purpose

This paper aims to study the relationship between the knowledge obtained in social networks by firms together with the firms’ knowledge absorptive capacity and organizational unlearning as influencers of service-dominant (S-D) orientation, as well as the mediating role of absorption capacity and organizational unlearning in this process.

Design/methodology/approach

The sample amounts to 101 responding companies, obtained from the SABI database. The companies belong to the service sector in Spain and have at least 50 employees and 5 years or more of existence in the market. The model was estimated through partial least squares structural equation modeling with smartPLS software 3.2.6.

Findings

The results show that the use of social media is very important for firms to acquire knowledge and capabilities that help them to become S-D oriented. In addition, absorptive capacity and unlearning processes are dynamic capabilities necessary to transform the knowledge acquired in social media and to become S-D oriented.

Research limitations/implications

Companies’ managers draw conclusions that can generate great value, while better meeting the needs and desires of the market, the more knowledge is obtained. In addition, the use of the knowledge generated in this process will reduce the risk of sudden changes in the market.

Practical implications

The more knowledge is gained using social networks, the better the companies’ managers will be able to draw conclusions that can generate great value, while at the same time better satisfying the needs and desires of the market, and thus create capacities that allow the company to be service-oriented. In addition, the use of these knowledge platforms strengthens the strategic advantage of companies through the promotion of innovation and by relating dynamic capabilities with the orientation toward sustainable development. As mentioned above, a process will be generated that will reduce the risk of sudden changes in the market.

Originality/value

This is one of the few studies trying to study the antecedents of S-D orientation and the first to study the direct effect of social media use, and the direct and indirect effect of absorptive capacity and organizational unlearning on S-D orientation as dynamic capabilities.

Details

Journal of Knowledge Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1367-3270

Keywords

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Article
Publication date: 11 June 2020

Eugénia de Matos Pedro, João Leitão and Helena Alves

This study aims to identify stakeholders’ perceptions of the effects associated with different components of intellectual capital (IC) on the sustainable development (SD…

Abstract

Purpose

This study aims to identify stakeholders’ perceptions of the effects associated with different components of intellectual capital (IC) on the sustainable development (SD) practices of higher education institutions (HEIs).

Design/methodology/approach

The empirical approach uses a structural equation model to provide new empirical findings in relation to 738 students and 587 lecturers/researchers at seven Portuguese state HEIs through quantitative research.

Findings

The results obtained are, firstly, important contributions to the literature on the IC and SD practices of HEIs, as a relationship between these two constructs is confirmed, especially through relational capital (RC) and structural capital (SC). Secondly, the stakeholders considered show different perceptions of the influence of the components of HEIs’ IC on these institutions’ SD practices, and thirdly, perception of the economic dimension is most influenced.

Practical implications

The empirical findings indicate the need to provide better information about HEIs’ policies and practices of SD and how the latter contribute to the SD of the institution and its region of influence.

Originality/value

No previous studies investigate students and teachers/researchers’ perceptions of the social, environmental, economic and organizational dimensions of SD in HEIs and at the same time how those perceptions can be influenced by the components of IC (e.g. human capital, SC, RC) in that institution.

Details

International Journal of Sustainability in Higher Education, vol. 21 no. 5
Type: Research Article
ISSN: 1467-6370

Keywords

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Article
Publication date: 15 November 2017

Helena Alves and Emerson Wagner Mainardes

The purpose of this paper is to understand in the ways, in which, trust and other perceived benefits, both in the relationship with the company and with other consumers…

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Abstract

Purpose

The purpose of this paper is to understand in the ways, in which, trust and other perceived benefits, both in the relationship with the company and with other consumers, as well as the perception of self-efficacy, actually influence the co-creation of value by consumers.

Design/methodology/approach

A model involving all these constructs was tested. The study consists of a quantitative approach based on a sample of 362 consumers with diverse age and education profiles that have been using services such as a hairdresser/barber service or mobile or internet telecommunications service. The data were processed by recourse to partial least squares-based structural equation modelling and SmartPLS software.

Findings

The results demonstrate that the most significant and relevant factors of influence over consumer co-creation activities are, in descending order of significance, the individual resources of consumers reflected in the perception of self-efficacy, the benefits perceived in relationships with others and trust in the company.

Originality/value

This study serves as a contribution towards the better understanding of the factors that may influence the level of co-creation activities ongoing in services. Its contributions reside on the inclusion of variables that influence consumer co-creation activities derived simultaneously from the company and other consumers. This research also contributes by proposing and testing relationships quantitatively not tested by previous studies.

Details

International Journal of Retail & Distribution Management, vol. 45 no. 11
Type: Research Article
ISSN: 0959-0552

Keywords

Content available
Article
Publication date: 31 May 2021

Nuno Baptista, Helena Alves and José Pinho

This paper aims to reinforce the arguments for applying the social support concept in social marketing.

Abstract

Purpose

This paper aims to reinforce the arguments for applying the social support concept in social marketing.

Design/methodology/approach

This paper aims to conceptually outline the potential positive contribution of social support for social marketing practice as a tool to induce behavior change.

Findings

This paper focuses on the philosophical principle of social exchange, highlights the consumer-centered perspective of social marketing, which implies the natural evaluation of the social networks of influence and support and presents social support as a mechanism to induce long-term behavior change.

Research limitations/implications

No empirical (qualitative or quantitative) investigations were used to test the application of the concept in practical interventions.

Practical implications

This paper provides significant insights for intervention developers that can be used to program and theoretically justify future social marketing interventions applying the social support concept.

Social implications

Empirical research concluded for a positive relation between social support and human health and well-being. Thus, increasing the use of the concept in social marketing can serve to attain these social goals.

Originality/value

The concept of social support has gained considerable interest in the areas of behavioral medicine and health psychology. Despite such interest, it is still not clear how it can be approached in social marketing as there is a lack of conceptual literature discussing social support from a social marketing perspective, the number of social marketing interventions operationalizing the concept is limited and, till date, no research has focused in comprehensively establishing a theoretical rationale to operationalize the concept in social marketing.

Details

RAUSP Management Journal, vol. 56 no. 3
Type: Research Article
ISSN: 2531-0488

Keywords

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Article
Publication date: 11 June 2018

Eugénia de Matos Pedro, Helena Alves and João Leitão

The purpose of this paper is to identify the effects of students’ satisfaction with services on quality of academic life (QAL), formed by cognitive and affective…

Abstract

Purpose

The purpose of this paper is to identify the effects of students’ satisfaction with services on quality of academic life (QAL), formed by cognitive and affective components; and to assess the mediating effect of QOL components (cognitive and affective) on students’ loyalty and recommendation.

Design/methodology/approach

Based on 726 respondent students from public higher education institutions (HEIs) in Portugal, this paper uses a partial least squares approach to analyze the impact of satisfaction on emotions and students’ QAL and to assess whether emotions influence recommendation and loyalty.

Findings

The results reveal that satisfaction influences both cognitive and affective components of QAL. The cognitive component has a positive and significant influence on recommendation and loyalty whilst the affective component has no significant effect.

Practical implications

The results obtained here provide implications for future action to be taken by HEI managers, in order to increase efficiency in the allocation and management of scarce resources. Therefore, when incorporating these results in decision-making processes, attention should be paid to the importance of the influence of satisfaction on QAL’s cognitive and affective components, stressing the importance of the cognitive components associated with learning experiences that play an important role in students’ future decisions in terms of loyalty and recommendation, which, in turn, are pillars of HEI sustainability.

Originality/value

The present study contributes to the literature on HEI management by assessing the influence of satisfaction on two components of QAL separately: cognitive components and affective components. In addition, the causality relationships are analyzed, assessing the emotional nexus, in order to deepen knowledge about the role played by both affective and cognitive components in students’ loyalty and recommendation, which need to be addressed and studied by carrying out new research.

Details

International Journal of Educational Management, vol. 32 no. 5
Type: Research Article
ISSN: 0951-354X

Keywords

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Article
Publication date: 3 November 2021

Edgar Nave, Paulo Duarte, Ricardo Gouveia Rodrigues, Arminda Paço, Helena Alves and Tiago Oliveira

In recent years, the craft beer (CB) industry has gained impetus and has experienced significant growth in scientific publications. This study aims to present a systematic…

Abstract

Purpose

In recent years, the craft beer (CB) industry has gained impetus and has experienced significant growth in scientific publications. This study aims to present a systematic review of the literature on CB in areas related to economic and business sciences.

Design/methodology/approach

Based on the data from Scopus, Web of Science and a set of articles not indexed to these databases until June 2021, a total of 132 articles were included for analysis, using bibliometric and content analysis techniques.

Findings

The study allowed us to identify that CB has four main clusters/themes of research, namely, CB industry and market, marketing and branding, consumer behavior and sustainability. Detailed information on the clusters is provided. In addition, the results showed that publications addressing CB have grown significantly from 2015 onwards and are dispersed across many journals, with none assuming a clear leadership. Quantitative approaches account for more than half of publications.

Research limitations/implications

This study is a useful guide for academics intending to develop studies with CB. It provides a framework to structure future research by identifying existing literature clusters and proposes several research propositions.

Practical implications

The findings from this study are useful for CB companies to get an overview of the main issues affecting the CB industry and market to be able to adapt their strategies and stay aligned with market tendencies in the four main clusters identified.

Originality/value

This is the first systematic review of CB. Therefore, it provides a significant contribution to frame and strengthening the literature on CB and serves as a reference for future research. Based on the content analysis and cluster identification, the findings portray the status of current research. Accordingly, a set of research opportunities are offered.

Details

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

Keywords

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Article
Publication date: 30 April 2020

Helena Alves, Ignacio Cepeda-Carrion, Jaime Ortega-Gutierrez and Bo Edvardsson

This research aims to understand the relationship among Intellectual Capital (IC), Service Dominant Orientation (SD-Orientation) and firms performance.

Abstract

Purpose

This research aims to understand the relationship among Intellectual Capital (IC), Service Dominant Orientation (SD-Orientation) and firms performance.

Design/methodology/approach

A model conceptualizing the relationship among the three constructs was tested through structural equation modelling on a sample of 101 firms from SABI Spanish database.

Findings

The results confirm the influence of IC, in all of its dimensions, on SD-Orientation and of SD-orientation on performance. Furthermore, the results show that SD- Orientation fully mediates the relationship between IC and performance, except for relational capital that by itself also directly influences financial performance.

Research limitations/implications

Data is limited to a sample of only one country and 101 services firms. Therefore, future studies should be carried out with samples from other countries.

Practical implications

The main results show HC, relational capital and SC are a great influence and antecedent on SD-Orientation, therefore, as an implication, firms need to take care of the several components (human, structural and social) of IC in order to become more service oriented, something that will allow them to achieve a better performance.

Originality/value

Until know there was no other study testing the influence of IC on SD-Orientation, therefore this study contributes to understand SD-orientation and the necessary resources to operationalize it, including the links to financial performance.

Details

Journal of Intellectual Capital, vol. 22 no. 1
Type: Research Article
ISSN: 1469-1930

Keywords

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Article
Publication date: 6 May 2020

Teresa Sofia Amorim Lopes and Helena Alves

To analyze and discuss the research on the public healthcare services (PHCS) through the lenses of coproduction/creation by systematizing the antecedents, the process…

Abstract

Purpose

To analyze and discuss the research on the public healthcare services (PHCS) through the lenses of coproduction/creation by systematizing the antecedents, the process enablers and the outcomes of coproduction/creation in terms of organizational and individual/patients factors.

Design/methodology/approach

A systematic review was performed based on 46 papers found in ISI Web of Science and Scopus databases following the Prisma Protocol for the search.

Findings

The results show that antecedents of coproduction/creation are connected to organizational/institutional capabilities (e.g. codesign of services or trust development) or patient/individual factors (e.g. physical and mental capabilities). The process of coproduction/creation relates with enablers, such as interactive and dynamic relationships between public care service providers and users. Finally, outcomes have diverse nature, namely quality of life, compliance, behavioral intentions, among others.

Research limitations/implications

This study addresses the overlooked topic of coproduction/creation of value within PHCS. It contributes to public healthcare services literature wherein concepts of coproduction and cocreation of value are still on debate. It contributes to the transformative service research (TSR) by underlining that healthcare factors, processes and approaches may have a positive or negative (value codestructing) influence on the well-being. It yields crucial implications for PHCS.

Originality/value

It is the first attempt to systematize scientific knowledge on this topic, therefore conferring some novelty potential.

Details

International Journal of Public Sector Management, vol. 33 no. 5
Type: Research Article
ISSN: 0951-3558

Keywords

Content available
Article
Publication date: 3 May 2019

Helena Alves, Ana María Campón-Cerro and José Manuel Hernández-Mogollón

The literature on the factors generating loyalty towards tourism destinations has seldom focussed its attention on relationship marketing, which has left a gap in the…

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2535

Abstract

Purpose

The literature on the factors generating loyalty towards tourism destinations has seldom focussed its attention on relationship marketing, which has left a gap in the understanding of destination loyalty. This paper aims to examine the influence of relationship quality on rural destination loyalty, approaching this through the variables of trust, attachment and satisfaction.

Design/methodology/approach

This study used a quantitative methodology based on an on line survey conducted in Spain. The sample consisted of 464 tourists who participate in rural tourism. The analysis of the proposed model was carried out based on the partial least squares method.

Findings

The results confirm that the model has a substantial to moderate explanatory capacity for overall satisfaction and loyalty, in which overall satisfaction acts as a mediator between the variables that make up relationship quality in reference to loyalty.

Research limitations/implications

The main limitations of this research arise from the scarcity of works which aim to understand relationship quality in tourism destinations. To broaden results, it should be applied in other tourism destinations, products, services and experiences.

Practical implications

Destination managers should give relationships a special role in their tourism development programmes in rural tourism contexts.

Social implications

Rural tourism destinations and companies are generally small-sized organisations that need managerial tools. These can benefit from developing sustainable relationships.

Originality/value

The significant role played by relationship quality regarding destination loyalty is studied in detail in this model.

Propósito

La literatura sobre los factores que generan lealtad a los destinos turísticos poco ha centrado su atención en el marketing relacional, lo que ha dejado un vacío en la comprensión de la lealtad al destino. Este artículo examina la influencia de la calidad relacional en la lealtad a los destinos rurales, a través de las variables confianza, apego y satisfacción.

Diseño/metodología/enfoque

Este estudio usa una metodología cuantitativa basada en una encuesta on line realizada en España. La muestra estaba formada por 464 turistas que practican turismo rural. El análisis del modelo propuesto fue llevado a cabo con el método partial least squares.

Resultados

Los resultados confirman que el modelo tiene una capacidad explicativa sustancial-moderada para la satisfacción global y la lealtad, en la que la satisfacción global actúa como mediadora entre las variables que conforman la calidad relacional y la lealtad.

Limitaciones de investigación/implicaciones

La principal limitación de esta investigación surge de la escasez de trabajos cuyo objetivo se centra en la comprensión de la calidad relacional en los destinos turísticos. Para ampliar los resultados, habría de aplicarse en otros destinos, productos, servicios y experiencias turísticas.

Implicaciones prácticas

Los gestores de destinos deberían otorgar un papel especial a las relaciones en sus programas de desarrollo turístico en el medio rural.

Implicaciones sociales

Los destinos y empresas de turismo rural son por lo general organizaciones de pequeñas dimensiones que necesitan herramientas para la gestión. Ellas pueden beneficiarse del desarrollo de relaciones sostenibles.

Originalidad/valor

El papel significativo que juega la calidad relacional con respecto a la lealtad al destino, estudiado en detalle en este modelo.

Palabras clave

Marketing relacional, Calidad relacional, Lealtad, Destinos rurales, Partial least squares (PLS)

Tipo de artículo

Artículo de investigación

Details

Spanish Journal of Marketing - ESIC, vol. 23 no. 2
Type: Research Article
ISSN: 2444-9709

Keywords

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