Search results

This research assesses the predictive capacity of key factors in the development of family competences: parent-children relationship, family involvement, family resilience and positive parenting. It also aims to establish which are the most discriminating factors between the groups showing the most and the least prosocial behaviours.

The study involves a longitudinal study of one child from 181 families; 155 families in the experimental group and 26 in the control group. Both boys and girls are included and their ages range from 8 to 14 years. The instruments employed are all validated for use with a Spanish population and include Karol Kumpfer’s questionnaires on family competence and the BASC questionnaire.

All of the factors analysed, with the exception of family involvement, proved to be predictive for prosocial behaviour, and the most discriminating among these were: parent-children relationship, family resilience and positive parenting.

One key issue in family prevention programmes is the development of prosocial behaviour. In this sense, the research developed here aims at highlighting protective factors as key to developing a prosocial behaviour.

In the last 15 years, online sales of second-hand products have grown substantially due to changes in the economy, increasing interest in sustainability and the new opportunities offered by the alternative markets. However, little is known about the antecedents of customer retention in this particular online market. To this effect, the aim of this research is to bring new insights about what retains shoppers and creates loyal behaviour in this market by presenting a loyalty model based on expectancy-value theory and building on Olsen's satisfaction-loyalty model.

To achieve the above-mentioned purpose, a survey comprised of 507 respondents who had purchased second-hand products via an online platform during 2020 was used to test the model.

The results validate both the satisfaction-loyalty model and the mediator role of the fulfilment of expectations between perceived quality and satisfaction. The results also indicate that customer fulfilment of expectations depends only on the perception of product quality. Perceived product quality was also the dimension that most influenced satisfaction, followed by perceived vendor quality. Last, the dimensions that contributed most to loyal behaviour were satisfaction with the vendor and with the website.

The originality of this research lies in the validation of the unique satisfaction-loyalty model for online second-hand purchases. The value of this research is that it adds knowledge about effective strategies for platform owners and sellers to enhance customer satisfaction and loyalty in online second-hand markets.

Extending existing research in a football context, this study explores how image and service quality influence spectator tribe satisfaction and loyalty and variations in behaviors depending on age, gender and emotional involvement.

Spectators aged 18 years and older who attended Barcelona Football Club home La Liga matches were sampled. Partial least squares structural equation modeling (PLS-SEM) was used to analyze the model, and hybrid multigroup PLS-SEM was used to explore observed heterogeneity.

Image and service quality both influence spectator satisfaction and loyalty. Satisfaction and loyalty are associated differently with three tribes: a nonpassionate tribe characterized by low emotional involvement and younger and older passionate tribes composed of emotionally involved spectators aged <30 and >30 years old, respectively.

This study’s results contribute to strengthening the suitability of PLS-SEM and multigroup in sport management, in particular for analyzing the behavior of specific groups of football spectators.

The findings of this study underline image and service quality as crucial to football spectator satisfaction and loyalty, with emotional involvement and age defining different consumer tribes as potential targets for marketing purposes.

Societal changes and technological development have brought about drastic lifestyle change in the past decades. This drastic change is evident when comparing the lifestyle and general characteristics of generations who have been born immersed in this technological context to those of other generations. The objective of this paper is to analyze brand image (BI) as determinant of brand attitude (AB), and the moderating effect of brand equity (BE), in the use of online information among millennial shoppers from Colombia. In general, the purpose of this paper is to contribute to existing literature related to the importance of generational membership in classifying individuals regarding brand perception (BI, AB and BE) and association with the use of shopping channels between different generations.

A hierarchical regression model is estimated with a sample of university students in Colombia who are considered potential coffee consumers, and who were classified as millennials based on their age.

The results support that BE effect has a greater impact on AB when consumers have a good BI. Millennials also use more online communication sources to create brand perceptions.

Nevertheless, few studies have concurrently analyzed the characteristics of brand building and types of sources of information (online vs offline). This paper attempts to analyze the behavior of millennial consumers and the use of information channels online vs offline to manage brand and analyze BI, AB and BE.

This study aims to identify a new model of relative customer satisfaction translated into share of purchases (SOP) with the best-related metrics.

This study uses an online customer satisfaction survey to clients of a firm and with a comparative valuation with current competitors by customer. The model builds a weighting through a multiple regression analysis, obtaining β for each variable by relating the variables to the SOP, presenting the relative effect of the variables and the best global explanation of the model.

This new model has good prediction accuracy and shows a clear impact of different relative satisfaction indicators and, to a minor degree, business and relationship characteristics.

The main limitation of this model is that it is based on data from only one company, but it should have value in other sectors and provide full insight through its transversal application.

The involved advantages demonstrated better predictability and usefulness to decision-makers and determined how the improvements in customer satisfaction translate into business growth. The study shows that the relative evaluation of satisfaction carries different meanings for customers, while all of them are better than absolute satisfaction. It includes a more understandable indicator than other prior relative indicators, the difference in satisfaction and is more effective. Additionally, it guides how to take advantage of the knowledge of relative customer satisfaction before competitors and demonstrates the courses of action with the potential best results.

The purpose of this paper is twofold. The first aim is to obtain a valid and reliable instrument for the holistic analysis of sporting events, and the second is to test a causal model in which future intentions depend on spectators’ perceptions of quality, satisfaction, and value of these events.

A total of 493 spectators of a professional basketball team in the Spanish ACB league responded to a survey to measure the overall performance of the sporting event service. Exploratory factor analysis and further confirmatory factor analysis using structural equation models provides the methodology for testing the reliability and validity of the instrument.

The scales have adequate reliability and validity indices. The path model explains 35.8 percent of the variance in future intentions, 54.0 percent in perceived value, and 49.5 percent in spectators’ satisfaction. Quality proves a better predictor of perceived value than satisfaction. Both perceived value and satisfaction have a similar weight in predicting spectators’ future intentions. The data indicate that quality has an effect on spectators’ future intentions, by altering their perceptions of value and satisfaction.

The research findings are somewhat limited, due to the sample consisting entirely of spectators of a single team in the Spanish ACB league.

Managers can use these findings to develop loyalty strategies by creating service value and increasing spectators’ satisfaction through quality improvements.

This study contributes to the literature on service quality by providing an overall measure to assess service in professional sporting events in a Latin-American context.

The purpose of this paper is to propose and test an e-quality model for leisure products purchased online. Two dimensions are considered in order to configure the scale: functional quality and hedonic quality.

Based on a survey conducted on a sample of 1,109 online customers who had bought travel leisure products, the model and hypotheses were validated using structural equation modeling analysis.

The results reveal that both quality dimensions, through an e-quality second order dimension, are critical to obtaining loyalty through perceived value. In terms of functional quality, however, privacy is not significant for consumers because security programs have improved. Moreover, the e-quality – perceived value – loyalty service chain has been confirmed. In addition, a partial mediating effect of perceived value between e-quality and loyalty has been detected.

e-Service managers must be aware of the importance of hedonic quality in seeking to attract and retain customers on their web sites. On the other hand, it has to be considered not only direct effects for evaluating customer loyalty, but also the mediator effect of perceived value is needed.

From now on, the paper forecasts that “hedonics” will be present in future scales designed to assess e-quality, although what is really valued as important is still functional quality.

The purpose of this paper is to investigate the stakeholder engagement approach, level, rationale and implications for corporate social responsibility (CSR) management and governance in the Nigerian tobacco sub‐sector.

Data were obtained from the published social reports of British American Tobacco Nigeria (BATN). These data are used to analyse BATN's CSR initiatives and stakeholder engagement against Arnstein's citizenship participation model and reasons for companies' engagement in CSR initiatives. Other literature, such as news reports and articles were used to contextualise the analysis.

Findings suggest that the engagement appears too controlled and lacking in authenticity; and that the stakeholder engagement framework needs to be developed to improve informed and balanced stakeholder participation and progressive CSR programmes.

The findings may not be readily generalisable, as the study was based on one company, although the data included a seven year company social report and other independent and external literature, e.g. news reports, to help contextualise the social reports. More research may be needed from other sub‐sectors to demonstrate generalisability.

The findings suggest that entirely discretionary CSR and stakeholder engagement may reduce its developmental impact and sustainability. To avert this, especially in Nigeria, some framework is needed to increase informed participation of relevant stakeholders and encourage a sustainable CSR practice.

To the best of the author's knowledge, this is the first case study that explores CSR and stakeholder engagement in the Nigeria tobacco sub‐sector.

This paper has a twofold aim. Firstly, to give some insight into competitive intelligence practices in a little‐explored area in the field of competitive intelligence: the higher education sector. Secondly, to find out more about the factors influencing competitive intelligence practices, since little research on this subject has been published.

The investigation used a mixed‐methods approach, including face‐to‐face, semi structured interviews with 47 university managers (degree coordinators, deans and vice‐rectors), followed by a semi‐structured questionnaire carried out with 400 degree coordinators and deans and analysed quantitatively and qualitatively. The interviews informed the questionnaire design.

The survey confirms the proposed framework's usefulness for analysing the enabler and inhibitor factors in an organisation for promoting efficient competitive intelligence practice and also gives some insight into which factors enable or inhibit the efficacy of competitive intelligence practices in Spanish universities.

The research focused on degree design adapted to the EHEA. A larger study designed to focus on other management areas in universities would provide a fuller picture of factors influencing competitive intelligence practices.

The findings indicate the areas where universities could plan actions to optimise intelligence activities, make the most of them and stand out from the rest.

This paper sets out a framework to describe factors related to intelligence function and cycle. In addition, the study reveals which indicators act as enablers or inhibitors for competitive intelligence practices and takes account of some of the particular features of the higher education sector.