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The purpose of this paper is to understand in-depth how consumers create value in their lives using WhatsApp, the leading mobile instant messaging (MIM) application.

The study adopts the perspective of customer-dominant logic (CDL) and uses a qualitative multimethod design involving 3 focus groups and 25 subsequent in-depth interviews. The research setting was Ecuador, a Latin American country.

Analysis and interpretation of the participants’ stories made it possible to identify and understand the creation of four types of value: maintaining and strengthening relationships; improving role performance; emotional support; and entertainment and fun. In addition, the present study proposes a conceptual model of consumer value creation as it applies to MIM.

Understanding the way consumers create value in their lives using MIM is important not only for organizations that offer MIM applications, but also for those companies that develop other applications for mobile phones or for those who wish to use MIM as an electronic word-of-mouth vehicle.

The current study is one of the first to address the topic of consumer behavior in the use of technologies from the perspective of CDL; this perspective enables an integrated qualitative vision of value creation in which the consumer is the protagonist.

El presente estudio busca comprender a profundidad la forma en que los consumidores crean valor en sus vidas usando WhatsApp, la aplicación líder de mensajería instantánea basada en móviles (MIM).

El estudio adopta la perspectiva de la lógica dominante del cliente y utiliza un diseño cualitativo multimétodo que involucra 3 grupos focales seguidos de 25 entrevistas a profundidad. El escenario de estudio es Ecuador, un país Latinoamericano.

El análisis e interpretación de los relatos de los participantes hace posible identificar y comprender la creación de cuatro tipos de valor: Mantener y fortalecer relaciones, mejorar el desempeño de roles, apoyo emocional y, diversión y entretenimiento. Adicionalmente, el estudio propone un modelo conceptual de creación de valor aplicado a MIM.

La comprensión de la forma en que los consumidores crean valor en sus vidas usando MIM, es importante no solo para las empresas que ofrecen aplicaciones MIM, sino también para las empresas que desarrollan otras aplicaciones para móviles o para aquellas que desean usar MIM como canal electrónico para estrategias boca a boca.

El presente estudio es uno de los primeros en abordar el área del comportamiento del consumidor en el uso de tecnologías desde una perspectiva de la lógica dominante del cliente. Esta perspectiva permite presentar una visión cualitativa integrada de la creación de valor, en la cual el consumidor es el protagonista.

This article presents the Special Issue (SI, 35-2) of ARLA, edited (not exclusively) with the best articles from the specialized conference of the Academy of Innovation, Entrepreneurship and Knowledge (ACIEK, 2021) conference and performs a bibliometric analysis on innovation, management, governance and sustainable growth.

Guest editors conduct a quantitative and qualitative analysis of the scholarly literature by examining the characteristics of publications and how articles published in this SI contribute to their growth.

Innovation, management and governance for sustainable growth is an area that revolves around five points: (1) sustainable innovation in SMEs, (2) technological innovation, social capital and information patents to create value chains and financial development in the textile industry, (3) knowledge management and competitiveness for growth and productivity, (4) social entrepreneurship, business ecosystems and startups for sustainable development and (5) marketing-based business strategies for sustainable development.

From the analysis conducted, it is concluded that more research is needed on knowledge management and competitiveness in developing countries, such as Latin American and African countries, and to compare the results with more developed countries.

Este artículo presenta el Número Especial (SI, 35-2) de ARLA, editado (no exclusivamente) con los mejores artículos de la conferencia especializada de la conferencia Academy of Innovation, Entrepreneurship, and Knowledge (ACIEK, 2021) y realiza un análisis bibliométrico sobre innovación, gestión, gobernanza y crecimiento sostenible.

Los editores invitados realizan un análisis cuantitativo y cualitativo de la literatura académica examinando las características de las publicaciones y cómo los artículos publicados en este SI contribuyen a su crecimiento.

La innovación, gestión y gobernanza para el crecimiento sostenible es un área que gira alrededor de cinco puntos: (1) innovación sostenible en las PYMES, (2) innovación tecnológica, capital social y patentes de información para crear cadenas de valor y desarrollo financiero en la industria textil, (3) gestión del conocimiento y competitividad para el crecimiento y la productividad, (4) emprendimiento social, ecosistemas empresariales y startups para el desarrollo sostenible, y (5) estrategias empresariales basadas en el marketing para el desarrollo sostenible.

Del análisis realizado se concluye que es necesario investigar más sobre la gestión del conocimiento y la competitividad en los países en desarrollo, como los latinoamericanos y africanos y comparar los resultados con los países más desarrollados.

The purpose of this paper is to test the frequency of the use of e-tourism by consumers/internet users of various European Union member states and to identify the socio-economic variables that determine this frequency.

The secondary data regarding the use of e-tourism services in 28 European Union member states were used for analysis. Relationships between variables and the frequency of the use of e-tourism services by consumers in 28 countries in Europe were analyzed. For each of the 32 benchmarked countries, a representative sample of internet users was surveyed via local online panels. Also CATI approach was used in one country.

The authors of this study identify a statistically significant relationship between the frequency of the use of e-tourism by internet users and their country of origin. Statistically significant relationships between the frequency of using e-tourism and socio-economic variables, such as age, sex, education level, occupation, and professional position, are also identified.

The findings of this study can provide tour operators with useful suggestions on how to extend the utility of internet (e-commerce) in order to develop their business, get more customers and improve their profitability. Simultaneously, these results may contribute to enhancing competitiveness of the whole European Union and increasing its gross domestic product.

With the worldwide rapid growth of internet (and e-commerce) many benefits can be reach by tourism sector especially in the growing competition. The paper is unique because it shows data collected from almost 25,000 respondents and it presents a comparison of the use of e-tourism among citizens of 28 European Union member states.