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Websites are the most important element of company strategy in the digital space. Therefore, establishing strategic management of online business is essential to improve firm connectedness and competitiveness and to achieve global company reach. This paper aims to propose the analysis of technical and content quality of websites to identify the main weaknesses and strengths of online business.

An innovative measurement instrument called IWebQEI is designed to measure web quality level. This instrument is validated with data from 104 international companies. The results are used to verify whether there are quality differences between informative and e-commerce websites.

The main findings indicate that e-commerce websites achieve greater levels of technical and content quality than informative sites, and companies implementing e-commerce pay more attention to the content quality dimension. In contrast, companies using an informative website are more focused on the technical quality dimension. Based on these results, practical insights are offered to improve the strategic management of e-commerce.

Few studies have focused on analysing the technical and content quality of websites to identify the main weaknesses and strengths of online business. The results offer important theoretical and practical contributions for companies on how to manage their website to improve firm connectivity and competitiveness.

Los sitios web son el elemento más importante de la estrategia digital de la compañia. Una gestión estratégica del negocio online es esencial para mejorar su conectividad, competitividad y para conseguir su alcance global. Este trabajo propone el análisis de la calidad técnica y de contenido de sitios web para identificar las principales debilidades y fortalezas del negocio online.

Para medir el nivel de calidad web, se ha diseñado un innovador instrumento de medición, denominado IWebQEI. Este instrumento se valida con datos de 104 empresas internacionales. Los resultados se utilizan para comprobar si existen diferencias de calidad entre las webs informativas y los e-commerce.

Las resultados indican que los e-commerce alcanzan mayores niveles de calidad técnica y de contenido que las webs informativas, y las empresas que implementan un e-commerce prestan más atención a la calidad de contenido. En cambio, las empresas que implementan una web informativa se centran más en la calidad técnica. A partir de estos resultados se ofrecen ideas prácticas para mejorar la gestión estratégica del e-commerce.

Pocos estudios analizan la calidad técnica y de contenido de los sitios web para identificar las principales debilidades y fortalezas del negocio online. Los resultados ofrecen importantes contribuciones teóricas y prácticas sobre cómo gestionar los sitios web para mejorar la conectividad y la competitividad de la compañia.

企业网站是公司在数字空间中战略的最重要元素。因此, 建立在线业务本身的战略管理对于提高公司的连通性和竞争力以及实现公司的全球影响力至关重要。本文提出对企业网站的技术和内容质量进行分析, 以确定在线业务的主要弱点和优势。

设计了一个创新的测量仪器, 称为IWebQEI, 用于测量网络质量水平。该仪器通过104家国际公司的数据进行验证。结果被用于检查信息网站和电子商务网站之间是否存在质量差异。

主要研究结果表明, 总体而言, 电子商务网站的技术质量和内容质量水平高于信息类网站, 实施电子商务的公司更注重内容质量维度。相比之下, 实施信息型网站的公司则更注重技术质量维度。基于这些结果, 为改进电子商务的战略管理提供了实际的见解。

以前的研究很少关注分析企业网站的技术和内容质量, 以确定在线业务的主要弱点和优势。研究结果为企业提供了重要的理论和实践贡献, 即如何管理企业网站以提高公司的连通性和竞争力。

This study examined the determinants of attendance at the Chilean national soccer tournaments between 1990 and 2002. A multilevel model approach was taken to estimate the effects of several factors, including unobserved sources, hypothesised to influence attendance in Chile. Results regarding team success, team division, population, stadium size and habitual persistence were found to influence professional soccer attendance; other factors such as admission price, age of team, international success, availability of soccer teams in the same vicinity and stadium ownership did not.

The purpose of this paper is to contribute to the field of trust research with a focus on optimising this perception via electronic transactions in the banking industry. Specifically, the study aims to examine trust toward a bank and its dependability using a variety of “institution‐based” trust mechanisms, such as security of transaction, reputation and web quality.

It is expected that the manner in which the trust‐generating mechanisms are presented has different effects on the level of trust in the internet banking services. The analysis of these influences is based on an experimental design applied to internet banking users with the aim of treating the scenarios defined by combinations of stimuli. In particular, a design was used with three intra‐subject factors: the first two, manipulated a priori, combine seals and their associated clauses or arrangements, while the third considered a bank website's quality from the user viewpoint.

The analysis discovers that the mere presence of seals is not in itself important for the explanation of beliefs about trustworthiness and dependability of a website with electronic banking services. However, the manner in which the trust‐generating mechanisms are presented, either individually or in their different combinations, has different effects on trust.

The study is limited to data from one country and a single specific context (a new electronic banking website), so care should be taken when generalising to other electronic businesses. The findings contribute several recommendations for web design and optimisation of the online services and/or content offered by a bank.

This paper is the first study to evaluate the combined effects of four seals generators of trust in a bank's website and its associated arrangements or clauses as well as design quality. The study will provide greater understanding of navigation behaviour and the decisions made by users of electronic banking.

This study aims to explore the hidden connectivity among words by semantic network analysis, further identify salient factors accounting for customer satisfaction of coffee shops through analysis of online reviews and, finally, examine the moderating effect of business types of coffee shops on customer satisfaction.

Two typical major procedures of big data analytics in the hospitality industry were adopted in this research: one is data collection and the other is data analysis. In terms of data analysis, frequency analysis with text mining, semantic network analysis, CONCOR analysis for clustering and quantitative analysis with dummy variables were performed to dig new insights from online customer reviews both qualitatively and quantitatively.

Different factors were extracted from online customer reviews contributing to customer satisfaction or dissatisfaction, and among these factors, the brand-new factor “Sales event” was examined to be significantly associated with customer satisfaction. In addition, the moderating effect of business types on the relationship between “Value for money” and customer satisfaction was verified, indicating differences between customers from different types of coffee shops.

The present study broadened the research directions of coffee shops by adopting online customer reviews through relative analytics. New dimensions such as “Sales event” and detailed categorization of “Coffee quality”, “Interior” and “Physical environment” were revealed, indicating that even new cognition could be generated with new data source and analytical methods. The industry professionals could develop their decision-making based on information from online reviews.

The present study used online reviews to understand coffee shop costumer experience and satisfaction through a set of analytical methods. The textual reviews and numeric reviews were concerned simultaneously to unearth qualitative perception and quantitative data information for customers of coffee shops.

本研究的目的在于通过网络评论分析了解网络评论中关键词之间的隐含联系, 然后探究影响咖啡店顾客满意度的因素, 最后验证不同咖啡店经营类型的调节作用。

本研究使用文本挖掘的频率分析、语义网络分析、聚类分析和通过虚拟变量进行的定量分析, 从网络评论中挖掘对咖啡店行业的新见解。此外, 还检验了咖啡店经营类型的调节作用。

从网络评论中提取影响顾客满意度的不同因素, 探索出“销售活动”对顾客满意度的显著影响。同时, 相较于连锁咖啡店, 独立经营咖啡店对“物有所值”到顾客满足度的关系具有调节作用。  

本研究通过使用相关的分析方法对顾客网络评论进行分析, 拓宽了咖啡店研究的方向。研究结果发现“销售活动”和“咖啡品质”的细分等新方面, 揭示了利用新的数据源和分析方法可以为相关产业提供全新的认知。本研究的研究结果表明行业从业者可以根据顾客网络评论来制定相应的营销策略。

本研究利用网络顾客评论及相关分析方法, 了解顾客咖啡店体验及满意度。本研究同时利用文本评论和数字评论来挖掘和分析咖啡店顾客的定性感知和定量数据信息。

关键词咖啡店 在线顾客评论 文本挖掘 语义网络分析 经营类型

文章类型： 研究型论文

Este estudio intenta explorar las relaciones encubiertas de palabras, mediante el análisis de redes semánticas, pero aún más, identificar los factores destacados que explican la satisfacción de los clientes de las cafeterías a través del análisis de reseñas online y, por último, examinar el efecto moderador de los tipos de negocios de cafeterías en la satisfacción al cliente.

En esta investigación se adoptaron dos procedimientos principales de análisis de “Big Data” en la industria hotelera, uno es la recopilación de datos y el otro es el análisis de datos. En términos de análisis de datos, se efectuó un análisis de frecuencia con minado de texto (text mining), análisis de red semántica, análisis CONCOR para agrupamiento y análisis cuantitativo con variables ficticias para extraer nuevas perspectivas de las reseñas de los clientes online, tanto cualitativa como cuantitativamente.

Diferentes factores fueron extraídos de las reseñas de clientes online que contribuyen a la satisfacción o insatisfacción de estos y, entre estos factores, se examinó que el nuevo factor “Evento de Ventas” está significativamente asociado con la satisfacción al cliente. Además, se verificó el efecto moderador de los tipos de negocios entre la relación de “Valor por Dinero” y la satisfacción del cliente, indicando las diferencias entre los clientes de distintos tipos de cafeterías.

El presente estudio amplia la perspectiva de investigación de las cafeterías, al adoptar las reseñas de clientes online a través de un análisis relativo. Se revelaron nuevas dimensiones como “Evento de Ventas” y la categorización detallada de la “Calidad del Café”, “Interior” y “Entorno Físico”, lo que indica que se podría generar una nueva cognición con una nueva fuente de datos y métodos analíticos. Los profesionales de la industria podrían llevar a cabo la toma de decisiones en función de la información obtenida a través de las reseñas en línea.

El presente estudio utilizó reseñas de clientes online para comprender la experiencia y satisfacción de los clientes de las cafeterías a través de un conjunto de métodos analíticos. Las revisiones numéricas y de texto se tomaron en cuenta simultáneamente para revelar la percepción tanto cualitativa como cuantitativa de la información de los clientes de las cafeterías.

Cafetería, Reseñas de clientes online, Minado de texto, Análisis de redes semánticas, Tipos de negocios

Trabajo de investigación

This paper aims to develop a framework for the semantic operationalisation of the business model, which enables the automated identification of business models using content analysis.

The authors approached the operationalisation of the business model by conducting a review of the organisational and management literature to derive the key business model elements highlighted in the existing research, along with their associated keywords.

The study proposed a conceptual framework that specifies a granular structure of business model elements, as well as the keywords that characterise each element. By coming down to the level of distinct keywords, the authors arrived at measurable constructs to capture the magnitude of every element in a company’s business model.

To the best of the authors’ knowledge, this study is the first to offer a semantic operationalisation of the business model by defining the set of keywords that pertain to each element of the business model. The proposed operationalisation of the business model can aid future empirical research by serving as a tool for the automated assessment of the magnitude of every element in a company’s business model using content analysis.

Este artículo tiene como objetivo desarrollar un marco de trabajo para la operacionalización semántica de los modelos de negocio, que permita la identificación automatizada de esos modelos usando “análisis de contenido”.

Abordamos la operacionalización del modelo de negocio mediante una revisión de la literatura de organización y gestión de empresas para derivar los elementos clave de los modelos de negocio destacados en la investigación existente, junto con sus palabras clave asociadas.

Nuestro estudio propone un marco conceptual que especifica una estructura detallada de los elementos de modelos de negocio, así como las palabras clave que caracterizan cada elemento. Al llegar al nivel de palabras clave distintas, obtuvimos constructos medibles para capturar la magnitud de cada elemento dentro del modelo de negocio de una empresa.

Nuestro estudio es el primero en ofrecer una operacionalización semántica de los modelos de negocio al definir el conjunto de palabras clave que se refieren a cada elemento del modelo de negocio. La operacionalización propuesta puede ayudar a la investigación empírica futura al servir como una herramienta para la evaluación automatizada de la magnitud de cada elemento en el modelo de negocio de una empresa mediante análisis de contenido.

Este artigo tem como objetivo desenvolver um framework para a operacionalização semântica do modelo de negócio, que possibilita a identificação automatizada de modelos de negócio por meio de análise de conteúdo.

Abordamos a operacionalização do modelo de negócio realizando uma revisão da literatura organizacional e de gestão para derivar os principais elementos do modelo de negócio destacados nas pesquisas existentes, juntamente com suas palavras-chave associadas.

Nosso estudo propôs um framework conceitual que especifica uma estrutura granular de elementos do modelo de negócio, assim como as palavras-chave que caracterizam cada elemento. Ao descer ao nível de palavras-chave distintas, chegamos a construtos mensuráveis para capturar a magnitude de cada elemento no modelo de negócio de uma empresa.

Nosso estudo é o primeiro a oferecer uma operacionalização semântica do modelo de negócio, definindo o conjunto de palavras-chave que se referem a cada elemento do modelo de negócio. A operacionalização proposta do modelo de negócio pode auxiliar pesquisas empíricas futuras, servindo como uma ferramenta para a avaliação automatizada da magnitude de cada elemento no modelo de negócio de uma empresa por meio de análise de conteúdo.

This paper aims to investigate, which sustainable development goals (SDGs) are most mentioned in the sustainability programs of two hospitality companies, Rancho Mastatal and Reserva Conchal, in Costa Rica. In so doing, it is possible to evaluate the level of integration of sustainability principles with hospitality practice.

This paper features a case study based mainly on secondary information sourced from the corporate websites of the two companies, augmented by published studies about specific aspects of the SDGs, hospitality and news articles about both companies. Finally, the hotel-specific information was analyzed using studies about SDG progress, and also related frameworks, proposed by the United Nations (UN) and the United Nations World Tourism Organization (UNWTO).

Consistent with UNWTO studies, the two companies’ sustainable programs align the most with SDGs 11, 12 and 13. These are goals classified as difficult to achieve meaning that tourism has a pioneering and innovative role to play in this regard. Mastatal has fully implemented sustainability and Conchal demonstrates an advanced level of integration, using different types of technological solutions to increase sustainability. Finally, the advice is given for companies seeking to embrace the SDGs as a way of being innovative and better positioned in a highly competitive tourism market.

As SDG overviews exist for large global brands, this paper adds country-specific knowledge, that of Costa Rica a pioneer in tourism sustainability, of sustainable practices of a management company and also of an independent small company, broadening the scope of prior research.

This paper aims to study the effect of the COVID-19 economic slowdown on the restaurant industry in Jalisco, Mexico, identifying business-specific variables that improve/worsen restaurants’ odds of permanent closure.

The data of a randomized survey on 438 restaurants conducted in October 2020 in Jalisco, Mexico, are analyzed using a binary logistic regression model in which the dependent variable depicts the perception of the restaurant owner regarding the possibility of closing the business for good because of COVID-19.

Layoffs and large year-on-year drops in sales increased the odds of permanent closure by 12.7 and 5.5 times, respectively. At the same time, being a small business had a protective effect against closure. For instance, a restaurant with 6 to 10 employees and 11 to 20 seats, respectively, had 87.9% and 45.1% lower odds of permanent closure than a different-sized restaurant. There is also an element of legacy in restaurant resilience. Every year the business has been open, it has 2.5% lower odds of permanent closure.

These results call for government financial support to the restaurant industry in extreme financial distress and help to understand the business-specific characteristics of resilient restaurants when liquidity vanishes, such as in the COVID-19 economic crisis.

This study fills a gap in the literature regarding the effect of COVID-19 on the restaurant industry in Mexico, which is scarcely studied. Moreover, it analyzes data collected in the recovery period after the first wave of COVID-19, providing a unique scenario to study critical variables for the resilience of restaurants.

Este documento estudia el efecto de la desaceleración económica de COVID-19 en la industria de restaurantes en Jalisco, México, identificando variables específicas del negocio que mejoran/empeoran las probabilidades de cierre permanente de los restaurantes.

Los datos de una encuesta aleatoria sobre 438 restaurantes realizada en octubre de 2020 en Jalisco, México, se analizan utilizando un modelo de regresión logística binaria en el que la variable dependiente representa la percepción del propietario del restaurante con respecto a la posibilidad de cerrar el negocio para siempre debido a COVID-19.

Los despidos y las grandes caídas interanuales en las ventas aumentaron las posibilidades de cierre permanente en 12.7 y 5.5 veces, respectivamente. Al mismo tiempo, ser una pequeña empresa tenía un efecto protector contra el cierre. Por ejemplo, un restaurante con 6 a 10 empleados y de 11 a 20 asientos, respectivamente, tenía 87.9% y 45.1% menos posibilidades de cierre permanente que un restaurante de diferente tamaño. También hay un elemento de legado en la resiliencia de los restaurantes. Cada año que el negocio ha estado abierto, tiene un 2.5% menos de posibilidades de cierre permanente.

Estos resultados respaldan la necesidad de apoyo financiero del gobierno a la industria restaurantera en periodos de dificultades financieras extremas y ayudan a comprender las características específicas de los restaurantes resilientes cuando la liquidez desaparece, como en la crisis económica de COVID-19.

Este estudio llena un vacío en la literatura sobre el estudio del efecto del COVID-19 en la industria de restaurantes en México, que apenas se ha estudiado. Además, analiza datos recolectados en el período de recuperación después de la primera ola de COVID-19, proporcionando un escenario único para estudiar variables clave para la resiliencia de los restaurantes.

Este artigo estuda o efeito da desaceleração econômica COVID-19 na indústria de restaurantes em Jalisco, México, identificando variáveis específicas do negócio que melhoram/pioram as chances de fechamento permanente dos restaurantes.

Os dados de uma pesquisa randomizada com 438 restaurantes realizada em outubro de 2020 em Jalisco, no México, são analisados por meio de um modelo de regressão logística binária em que a variável dependente retrata a percepção do dono do restaurante sobre a possibilidade de fechar definitivamente o negócio por causa da COVID-19.

Demissões e grandes quedas ano a ano nas vendas aumentaram as chances de fechamento definitivo em 12,7 e 5,5 vezes, respectivamente. Ao mesmo tempo, ser uma pequena empresa teve um efeito protetor contra o fechamento. Por exemplo, um restaurante com 6 a 10 funcionários e 11 a 20 lugares, respectivamente, teve 87,9% e 45,1% menos chances de fechamento permanente do que um restaurante de tamanho diferente. Há também um elemento de legado na resiliência dos restaurantes. A cada ano que o negócio é aberto, tem chances 2,5% menores de fechamento definitivo.

Esses resultados pedem apoio financeiro do governo para o setor de restaurantes em extrema dificuldade financeira e ajudam a entender as características específicas do negócio de restaurantes resilientes quando a liquidez desaparece, como na crise econômica COVID-19.

Este estudo preenche uma lacuna na literatura sobre o estudo do efeito do COVID-19 na indústria de restaurantes no México, que é pouco estudado. Além disso, analisa dados no período de recuperação após a primeira onda de COVID-19, fornecendo um cenário único para estudar variáveis-chave para a resiliência dos restaurantes.

The advent of the postpandemic era has brought renewed attention to the development of business tourism. However, the existing research on business tourism is fragmented, and there are gaps in the current understanding of the subject. This study aims to identify the intellectual structures, current hotspots and research directions in the business tourism field from 1994 to 2023.

A bibliometric visual analysis using VOSviewer was conducted to assimilate the available knowledge from 136 business tourism-related articles collected in the WoS Core Collection database between 1994 and 2023.

The results indicate that the number of business tourism-related research fluctuates, but the overall trend is gradually increasing. It synthesizes four main research themes, which are tourist behavior, destination marketing, information technology and work-family interferences of business travelers.

To the best of the authors’ knowledge, this study is among the first to systematically review business tourism publications over the past 29 years. It assists scholars in gaining a more comprehensive understanding of business tourism research and informs future research directions.

后疫情时代的到来使得商务旅游的发展再次受到关注。然而, 目前的商务旅游研究是零散的, 我们对与这一主题的理解存在空白。本研究旨在确定1994至2023年商务旅游相关领域的知识结构、当前热点和研究方向。

本研究使用VOSviewer进行了文献计量学可视化分析, 以吸收从Web of Science（WOS）核心合集数据库中收集的136 篇1994年至2023年间的商务旅游相关文章中的可用知识。

结果表明, 与商务旅游相关的研究数量呈现出波动但总体逐渐增加的趋势。其中包括四个主要的研究主题, 分别是游客行为、目的地营销、信息技术和商务旅行者的工作与家庭。

本研究系统回顾了过去29年间与商务旅游相关的出版物。从而有助于学者们对商务旅游研究有更全面地了解, 并获得未来的研究方向。

El advenimiento de la era postpandemia ha renovado la atención prestada al desarrollo del turismo de negocios. Sin embargo, la investigación existente sobre el turismo de negocios está fragmentada y existen lagunas en la comprensión actual del tema. El presente estudio tiene como objetivo identificar las estructuras intelectuales, los focos actuales y las direcciones de investigación en el ámbito del turismo de negocios desde 1994 hasta 2023.

Se realizó un análisis visual bibliométrico utilizando VOSviewer para asimilar el conocimiento disponible en 136 artículos relacionados con el turismo de negocios recogidos en la base de datos WoS Core Collection entre 1994 y 2023.

Los resultados indican que el número de investigaciones relacionadas con el turismo de negocios fluctúa, pero la tendencia general es a aumentar gradualmente. Se sintetizan cuatro temas principales de investigación: el comportamiento del turista, el marketing de destinos, la tecnología de la información y las interferencias trabajo-familia de los viajeros de negocios.

Este estudio es uno de los primeros que revisa sistemáticamente las publicaciones sobre turismo de negocios de los últimos 29 años. Ayuda a los investigadores a obtener una comprensión más completa de la investigación sobre el turismo de negocios y sugiere futuras líneas de investigación.

The purpose of this paper is to discuss the contribution of the Porter Report toward increasing the competitiveness of the Portuguese economy and highlights the factors that affected its operationalization.

This paper considers the contributions of the Porter Report, entitled “Building the Competitive Advantages of Portugal”, presented in 1994, particularly with regard to the recommended clusters and public policies, as well as the assessment and warnings provided by Michael Porter in 2002, examining both in the present perspective.

Although Michael Porter, in 2002, made a critical judgment about the country’s evolution since the 1994 report, it is clear that, on the one hand, the recommended development model attracted high attention and had positive repercussion in academic and business circles, while on the other hand, some of the objectives were achieved, albeit at a slower pace than would have been desirable. Political and economic context and the time period are relevant for all technological and geostrategic changes, among others. The accuracy of the diagnosis and the development model proposed by Michael Porter is confirmed and the difficulty in its implementation is highlighted.

The analysis of the Portuguese evolution after Porter’s recommendations is instrumental in understanding the competitiveness and development challenges faced by a small peripheral economy in the European integration process. Understanding these difficulties and successes is of utmost importance in improving the definition and in the implementation of policies focused on the competitiveness of countries and regions.