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Article
Publication date: 22 September 2017

Juan Carlos Bustamante and Natalia Rubio

In a world where customer empowerment is continuously increasing and changing the service landscape, retailers must provide memorable shopping experiences to retain and…

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Abstract

Purpose

In a world where customer empowerment is continuously increasing and changing the service landscape, retailers must provide memorable shopping experiences to retain and attract new customers. When customers decide to go shopping in physical stores, they expect to enjoy their visit, experiencing cognitive, affective, social, and physical responses evoked by in-store stimuli. The purpose of this paper is to propose and validate a scale to measure in-store customer experience (ISCX).

Design/methodology/approach

This study’s theoretical review of customer experience (CX) demonstrates that a formative model provides the best structure for measuring the construct ISCX. Furthermore, the study follows the guidelines for rigorous construction of a formative scale, which include three main stages: generation of items, scale purification, and assessment of scale validity and reliability.

Findings

The results provide evidence that a formative third-order scale with a reflective second-order dimension (social experience) and three reflective first-order dimensions (cognitive, affective, and physical experience) has satisfactory psychometric properties. The findings also provide useful information on the effect of the ISCX scale on key performance variables such as satisfaction and loyalty to the store.

Originality/value

The ISCX scale proposed constitutes a useful multi-concept diagnostic tool for use by retailers to create fully experiential shopping environments with differential value for the customer. By providing a complete, robust, precise measure of CX in a retail environment, the scale gives researchers a structured way to examine the causes and consequences of CX in retail.

Details

Journal of Service Management, vol. 28 no. 5
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 4 April 2019

Juan Carlos Martín and Natalia Soledad Bustamante-Sánchez

This study aims to determine the level of satisfaction of secondary housing tourists in Vilcabamba.

Abstract

Purpose

This study aims to determine the level of satisfaction of secondary housing tourists in Vilcabamba.

Design/methodology/approach

The analysis of satisfaction of this tourism segment in a destination is essential for the different economic agents when evaluating various policies. The analysis is based on the answers provided to 16 items in a questionnaire administered to a representative sample (281 respondents). The authors have used the fuzzy logic to reduce ambiguity in the answers associated to subjective views of human beings who express themselves linguistically. A method based on the degree of similarity to ideal solutions has been used to obtain a classification of relevant satisfaction items.

Findings

The results indicate that the ideal solutions segments are represented by multicultural characteristics of second home tourists and the number of years they have been visiting Vilcabamba. The authors find that foreign tourists are more satisfied than Ecuadorians. Analyzing the most critical factors, it is seen that accessibility to the destination, socio-cultural environment and quality of water achieve a high priority.

Research limitations/implications

Second home tourists’ satisfaction has been studied with a limited set of 16 attributes, and some attributes also have a multidimensional nature, so a further study analyzing the scale will be needed in the future.

Originality/value

The present study fills an existing gap in the literature of secondary housing tourism where the existing previous research has been mainly focused on retirees’ secondary housing tourism. The study provides interesting insights into local and national authorities, as well as other economic agents, to designing strategies and planning processes of the destinations for secondary housing tourists.

Details

International Journal of Housing Markets and Analysis, vol. 12 no. 4
Type: Research Article
ISSN: 1753-8270

Keywords

Abstract

Details

Academia Revista Latinoamericana de Administración, vol. 33 no. 1
Type: Research Article
ISSN: 1012-8255

Article
Publication date: 28 March 2019

Sandra Milena Santamaria-Alvarez, Maria Angélica Sarmiento-González and Luis Carlos Arango-Vieira

The purpose of this paper is to analyze the characteristics of Colombian migrants’ transnational businesses (TBs) and their operations. To this end, the characteristics of…

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Abstract

Purpose

The purpose of this paper is to analyze the characteristics of Colombian migrants’ transnational businesses (TBs) and their operations. To this end, the characteristics of the entrepreneurs, their businesses and the patterns of their international operations are discussed and compared.

Design/methodology/approach

The paper analyses 14 cases developed from data from in-depth interviews with the same number of Colombian entrepreneurs who migrated to the USA. Similarly, the analysis includes secondary data sources.

Findings

TBs created by Colombian transnational entrepreneurs (TEs) aim to be successful through the best use of the resources of each market, allowing them to produce with lower costs and better quality in their country of origin while selling in more developed countries, such as the USA (their country of destination). The operations of those businesses are limited by their financial resources, small and fragmented networks, and their organic growth. The personal characteristics of the TE and their business comprise a nexus that helps to overcome business shortcomings.

Originality/value

The paper contributes to entrepreneurship, migration and international business literature by illuminating the nexus between the personal characteristics of the TE and the unique characteristics of their business, including the analysis of their international operations. Likewise, considering the characteristics of the context under study, the paper presents findings that are interesting for countries with similar social and economic difficulties.

Details

International Journal of Entrepreneurial Behavior & Research, vol. 25 no. 5
Type: Research Article
ISSN: 1355-2554

Keywords

Book part
Publication date: 23 June 2022

Carlos Dávila Ladrón de Guevara, Araceli Almaraz Alvarado and Mario Cerutti

Taking as reference a sample of around a hundred biographical materials on entrepreneurs in Mexico and Colombia, the purpose of this chapter is dual. Both to show the…

Abstract

Taking as reference a sample of around a hundred biographical materials on entrepreneurs in Mexico and Colombia, the purpose of this chapter is dual. Both to show the relevance and varied modalities that the biographical approach has enjoyed in business history research since the 1990s, and to display the intrinsic potential this modality of scholarship entails for entrepreneurship endeavors. In particular, it discusses the prospects to incorporate this body of empirical works into the large Latin American audience attending undergraduate, graduate and executive education programs in business, economic history and related fields. The chapter is organized into three sections. The first two are devoted to illustrate relevant patterns in the entrepreneurial trajectory of individuals and entrepreneurial families studied in each of the two countries under consideration. The last section identifies some conceptual issues that may impact current debates on Latin American business development as exemplified in recent business and economic history journal venues and scholarly conferences.

Details

The Emerald Handbook of Entrepreneurship in Latin America
Type: Book
ISBN: 978-1-80071-955-2

Keywords

Article
Publication date: 1 January 1996

Margaret Y. Champion

Can we do business with strangers? A major handicap to any promotion is ignorance of the market and its members. In order to understand Latin Americans, says Albert…

Abstract

Can we do business with strangers? A major handicap to any promotion is ignorance of the market and its members. In order to understand Latin Americans, says Albert Hirschman, we must first understand how Latin Americans understand each other. We see the “facts” one way, but their perception of these same facts is often very different. This is my purpose in reporting on Peru's attitude and internal discussions on international trade. Why Peru? A U S. State Department official told me that they consider Peru as a sort of bell wether in South America. Abraham Lowenthal of the Inter‐American Dialog says Peru has an international significance greater than would be expected, considering the size of its economy, and E. V. K. Fitzgerald of Cambridge says the Peruvian experience is significant in judgimg prospects in South America.

Details

International Journal of Commerce and Management, vol. 6 no. 1/2
Type: Research Article
ISSN: 1056-9219

Article
Publication date: 19 October 2020

R. Lucas Platero and Miguel Ángel López-Sáez

The purpose of this study is to examine the situation of lesbians, gays, bisexuals, transgender, queer and asexual (LGBTQA+) youth in Spain, pre-examining the links…

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Abstract

Purpose

The purpose of this study is to examine the situation of lesbians, gays, bisexuals, transgender, queer and asexual (LGBTQA+) youth in Spain, pre-examining the links between the people they live with, their support networks and their perception of being a burden.

Design/methodology/approach

This study traces some brushstrokes through the preliminary results of the LGBTQA+ population between 13 and 21 years old (n = 445). These data are part of a larger project with 2,800+ respondents.

Findings

This study’s data highlight the connections between places of cohabitation, support and vulnerability in a crisis situation. In general, gender identity, age, support and feelings of acceptance have been key variables in identifying psychosocial factors related to the health of this population. Lastly, the authors offer some future guidelines to improve the situation of young people in the face of new situations of confinement, incorporating good practices for children and youth services.

Research limitations/implications

The use of the snowball technique for data collection may limit the representativeness of the sample. In the same way that data collection is used through access to an online questionnaire, it can limit access to certain people.

Practical implications

Address the psychosocial needs of LGBTQA+ youth, especially in crisis situations. With our data, we can improve services for future situations of confinement due to coronavirus, planning actions that include the youngest members of this population group, as well as those with non-normative sexualities and identities.

Social implications

Encourage and diversify support for LGBTQA+ youth from their families, peers, teachers and other professionals working in the youth field. This support would be congruent with the anti-discriminatory and trans-specific legislation existing in most Spanish regions. Furthermore, it would propose a social change that not only benefits LGTBQA+ people, as it allows for a more inclusive cultural change for all in terms of gender and sexuality.

Originality/value

New data obtained within the time frame of the state of alarm are provided, concerning a social group that has been little researched and that finds itself in an unprecedented health crisis.

Details

Journal of Children's Services, vol. 15 no. 4
Type: Research Article
ISSN: 1746-6660

Keywords

Content available
Book part
Publication date: 24 July 2020

Abstract

Details

Strategy, Power and CSR: Practices and Challenges in Organizational Management
Type: Book
ISBN: 978-1-83867-973-6

Content available
Article
Publication date: 15 August 2018

Harry Matlay

Abstract

Details

Education + Training, vol. 60 no. 7/8
Type: Research Article
ISSN: 0040-0912

Abstract

Details

Strategy, Power and CSR: Practices and Challenges in Organizational Management
Type: Book
ISBN: 978-1-83867-973-6

1 – 10 of 11