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The purpose of this paper is to understand the precursors of corporate reputation (CR) and their impacts on brand equity (BE), and to analyse the moderating role of corporate social responsibility (CSR) perceptions.

This study proposes a theoretical model which is tested using structural equation modelling. In total, 464 valid questionnaires were collected from a sample of customers of the biggest union of dairy cooperatives of the Iberian Peninsula.

Results show that the better the reputation, the higher the BE; however, these findings are more robust among customers with higher perceptions of CSR.

This study is based on cross-sectional data from a single company.

The results may help managers build a better reputation and therefore increase their BE. CSR practices are essential to reinforcing this relationship.

This paper contributes to the competitiveness of a type of organisation which is closely associated to the social structure of the rural population.

The results may help cooperatives’ managers to increase CR and BE. The emphasis is on the need to adopt CSR practices.

O objectivo desta investigação é compreender os antecedentes da reputação corporativa (CR) e seus impactos sobre o valor da marca (BE) e analisar o papel moderador das percepções da responsabilidade social das empresas (RSE).

Este estudo propõe testar um modelo teórico utilizando a modelagem de equações estruturais. Quatrocentos e sessenta e quatro questionários válidos foram recolhidos de uma amostra de clientes da maior organização corporativa de lacticínios da Península Ibérica.

Os resultados mostram que uma melhor reputação faz aumentar o valor da marca (BE). No entanto, estes resultados são mais robustos entre os clientes com percepções mais altas de Responsabilidade Social Corporativa.

Esta pesquisa é baseada nos dados transversais de uma empresa.

Os resultados podem ajudar os gestores a construírem uma reputação melhor e portanto, aumentarem o valor da marca, sabendo que as práticas de RSE são essenciais para fortalecer esse relacionamento.

Este trabalho contribui para a competitividade de um tipo de organização que está associada à estrutura social da população rural.

Os resultados podem ajudar os gestores das cooperativas a potenciarem a melhoraria da reputação corporativa e do valor da marca. A ênfase é sobre a necessidade de adoptar práticas de RSE.

We present a critical literature review debating Brazilian research on social and environmental accounting (SEA). The aim of this study is to understand the role of politics in the construction of hegemonies in SEA research in Brazil. In particular, we examine the role of hegemony in relation to the co-option of SEA literature and sustainability in the Brazilian context by the logic of development for economic growth in emerging economies. The methodological approach adopts a post-structural perspective that reflects Laclau and Mouffe’s discourse theory. The study employs a hermeneutical, rhetorical approach to understand and classify 352 Brazilian research articles on SEA. We employ Brown and Fraser’s (2006) categorizations of SEA literature to help in our analysis: the business case, the stakeholder–accountability approach, and the critical case. We argue that the business case is prominent in Brazilian studies. Second-stage analysis suggests that the major themes under discussion include measurement, consulting, and descriptive approach. We argue that these themes illustrate the degree of influence of the hegemonic politics relevant to emerging economics, as these themes predominantly concern economic growth and a capitalist context. This paper discusses trends and practices in the Brazilian literature on SEA and argues that the focus means that SEA avoids critical debates of the role of capitalist logics in an emerging economy concerning sustainability. We urge the Brazilian academy to understand the implications of its reifying agenda and engage, counter-hegemonically, in a social and political agenda beyond the hegemonic support of a particular set of capitalist interests.

The insufficient attention given up to now by Spanish academic researchers to quality in tourism, does not by any means invalidate the generalised conviction that the subject has a basic influence on the competitive future of Spanish tourism. Quality has become a key dimension of the tourist product and of tourist enterprise. For this reason a profile of the lines of research developed by Spanish experts on the subject has been undertaken in the article, in order to provide a retrospective overview. This effort remains limited, though we are beginning to see the creation of research centres which will, in the forseeable future, set the pace in this area of specialisation.

Considering the importance of services and innovation for the modern economy and the peculiarities that differentiate services from tangible goods, the purpose of this paper is to better understand how, based on the capabilities approach, innovation takes place in services.

A qualitative multi-case study was conducted in five instances of innovation in the fitness market, using a semi-structured questionnaire as devised in Zawislak et al. (2014).

The results show that the traditional capabilities framework is limited in explaining service innovation, as there are many levels of intangibility and non-linearity in service provision. Cases show that it is not possible to think of capabilities linearly in the service context. The authors propose that capabilities overlap, and the results show that this is a more accurate way of describing service dynamics. An alternative framework is suggested based on field findings, and a set of propositions are made for future research.

For many years, services were perceived as non-innovative, complementary activities, geared mainly towards the production of goods. The value of this study is to investigate a topic (innovation) that is widely studied in the industrial sector in a service context, contributing to a largely unexplored field.

Considerando a importância dos serviços e inovação na economia moderna, e as peculiaridades que diferenciam serviços de bens tangíveis, este estudo visa entender melhor como se dá a inovação nos serviços baseado na abordagem das capacidades.

Foi conduzido um estudo qualitativo multi-casos em cinco ambientes do mercado de atividades físicas utilizando um questionário semi-estruturado baseado em Zawislak et al. (2014).

Os resultados mostram que a abordagem tradicional das capacidades é limitada em explicar a inovação em serviços, dado que existem diversos níveis de intangibilidade e não-lineariedade na provisão dos mesmos. Propomos que as capacidades se sobrepõem, e os resultados indicam que essa é uma forma mais acurada de descrever a dinâmica da inovação em serviços. É sugerida uma abordagem alternativa e uma série de proposições para pesquisas futuras.

Por muito tempo serviços eram percebidos como atividades complementares não inovativas direcionadas para a produção de bens. O valour desse estudo é investigar um tópico (inovação) já amplamente estudado no setor industrial, porém num contexto de serviços, assim contribuindo para um campo quase inexplorado.

The purpose of this paper is to develop a scale for measuring the construct perceived value, as evaluated by customers of retail banks.

The procedures involved an analysis of the literature about customer perceived value in order to identify the main dimensions relevant to bank sector, and after that, it was followed the conventional steps for developing multiple items scales, with fieldwork, scale purification exploratory analysis of reliability and of validity.

After two sampling procedures, the scale for the account holder perceived value retail banking was satisfactorily validated. The final scale is characterized as multidimensional, involving dimensions of operational quality, convenience and access, safety and soundness, and monetary sacrifice, each of them measured with four items reflectively related to the main construct.

Although the research was carried considering the conventional scaling procedures recommendations, the result may reflect the specificities of Brazilian bank customers; considering this, some other applications are necessary do bring a geographical validation of the scale.

The scale developed is an instrument that can be used to measure one of the most important constructs of bank customers, the customer perceived value, and can be used by academic researchers and also by bank managers.

The study brings a contribution not yet present in the main international literature, since no other study with complete development of a multidimensional perceived value measurement scale was identified, and can become a reference for other similar studies in the banking context.

The symbolic value of wine is a relevant research topic and raises the interest in studies in both the enological and market areas. In this context, this study aims to understand the role of the symbolic value of wine and its relationship to the product purchase intention.

The study is based on a survey of 269 wine consumers from Brazil. The basic theoretical framework includes three latent constructs (symbolic value, consumer attitude and product-norm experience) and three moderators (consumer involvement, willingness to pay and consumer preference). Relations between these are analyzed using the confirmatory factor analysis (CFA) and the moderated mediation analyses using Haye’s process.

This research identified that the symbolic value is totally mediated by consumers’ attitudes and product-norm experiences. However, such a relationship occurs directly for consumers with higher involvement with the product, higher willingness to pay, and who assume that wine is their preferred alcoholic beverage.

One of the contributions is to emphasize the symbolic value of wine and highlight how the relationship with different factors can interfere and explain consumer purchase intention and can influence the strategies, actions and investments of companies in the sector.

The purpose of this paper is to explore how demographic variables – such as age, gender, professional status, type of employment situation, and hierarchal level – affect perceived fear of failure in the workplace among Brazilian employees.

For this purpose, the authors applied the Performance Failure Appraisal Inventory – (Conroy, 2002) to an intentionally non-probabilistic sample of graduate students from a university in Rio de Janeiro.

The results indicate that in terms of the sample, Brazilian civil servants have relatively higher indices of fear of failure than employees of private companies, despite the high stability related to their type of employment situation.

The statistical treatment of the data indicated the occurrence of the phenomenon of “false low scores”, putting in evidence some limitations related to studies about the expression of feelings, especially negative ones, like fear. The authors also highlight the need to adjust the fear of failure construct and its scale to the Brazilian organizational setting.

Employees’ emotions, such as fear, have a real impact on organizational performance. Many factors contribute to the feeling of fear in the workplace. This, in most cases, is perceived as damaging, negatively effecting organizational dynamics. However, there are those who see a positive side to fear, as it prompts greater effort to attain results. The research, assessing the occurrence of this feeling among Brazilian employees, intends to contribute to a deeper understanding of the complexities related to the workplace.

O objetivo principal deste artigo é explorar como variáveis demográficas – tais como idade, gênero, status profissional, tipo de vínculo empregatício e nível hierárquico – afetam a percepção do medo de errar no ambiente de trabalho entre empregados brasileiros.

Com esse objetivo, foi aplicado o Performance Failure Appraisal Inventory – PFAI (Conroy, 2002) em uma amostra não probabilística de estudantes de pós-graduação de uma universidade do Rio de Janeiro.

Nossos resultados indicaram que em nossa amostra, funcionários públicos brasileiros apresentaram índices de medo de errar maiores do que empregados de empresas privadas, apesar da alta estabilidade que possuem, relacionada ao seu tipo de vínculo empregatício.

O tratamento estatístico dos dados indicou a ocorrência do fenômeno de “falsos índices baixos”, destacando limitações relacionadas a estudos que tratam da expressão de sentimentos, especialmente de sentimentos negativos, como é o caso do medo. Nós também chamamos atenção para a necessidade de ajustar o construto do medo de errar e de sua escala de mensuração para o ambiente organizacional brasileiro.

As emoções dos trabalhadores, como o medo, por exemplo, têm um impacto real no desempenho organizacional. Muitos fatores contribuem para a ocorrência do medo no ambiente de trabalho. Isso, na maioria dos casos, é percebido como algo prejudicial, afetando negativamente a dinâmica profissional. Contudo, existem aqueles que veem um lado positivo no medo, como um potencializador de esforços em prol de melhores resultados. Nossa pesquisa, considerando a ocorrência desta emoção entre trabalhadores brasileiros, visa a contribuir para uma melhor compreensão das complexidades relacionadas ao ambiente de trabalho.

This study aims to verify the influence of perceived value dimensions on customer satisfaction and loyalty in the banking sector, comparing these relationships between traditional banks and fintechs. Also, it was verified whether satisfaction mediates the relationships between the dimensions of perceived value and customer loyalty to traditional banks and fintechs, comparing them.

Data were collected through two online questionnaires with 792 total respondents, 411 from traditional banks and 381 from fintechs. For data analysis, the authors used the Partial Least Squares - Structural Equation Modeling (PLS-SEM) and PLS-SEM multigroup analysis (PLS-MGA).

The influence of customer satisfaction on loyalty tends to be greater in traditional banks than in fintechs; the effect of reliability on satisfaction tends to be greater in fintechs than in traditional banks and the effect of price on satisfaction tends to be greater in traditional banks than in fintechs. Indirectly, empathy, price and competence influence loyalty through satisfaction, and in all these relationships, the strength of the effect is significantly greater in traditional banks when compared to fintechs.

The findings, on the one hand, indicate that banks' investments in customer satisfaction, empathy, price and competence tend to generate positive results by expanding customer loyalty in addition to the return on similar investments made by fintechs. On the other hand, when fintechs invest in reliability, they tend to capture better results in increasing customer satisfaction compared to traditional banks.

The comparison of the effect of the dimensions of perceived value on satisfaction and loyalty between traditional banks and fintechs stands out, which is a novelty in the literature. This comparison can support strategies that aim to strengthen relationships with customers and increase the recurrence of business, both for traditional banks and fintechs.

This paper aims to investigate the relationship of knowledge sharing with unethical pro-organizational behavior (UPB) and the potential augmenting effects of two factors: employees’ dispositional resistance to change and perceptions of organizational politics.

Quantitative data come from employees in a Mexican manufacturing organization. The hypotheses tests use hierarchical regression analysis.

Knowledge sharing increases the risk that employees engage in UPB. This effect is most salient when employees tend to resist organizational change or believe the organizational climate is highly political.

Organizations should discourage UPB with their ranks, and to do so, they must realize that employees’ likelihood to engage in it may be enhanced by their access to peer knowledge. Employees with such access may feel more confident that they can protect their organization against external scrutiny through such unethical means. This process can be activated by both personal and organizational factors that make UPB appear more desirable.

This study contributes to organizational research by providing a deeper understanding of the risk that employees will engage in UPB, according to the extent of their knowledge sharing. It also explicates when knowledge sharing might have the greatest impact, both for good and for ill.

Este artículo analiza la relación entre compartir conocimiento y el comportamiento pro-organizacional no ético (CPE), así como el potencial efecto amplificador de dos factores: la resistencia al cambio de los empleados y la percepción del clima político de la organización.

Se emplean datos cuantitativos procedentes de los empleados de una organización manufacturera mejicana. Las hipótesis se contrastan utilizando análisis de regresión jerárquico.

Compartir conocimiento aumenta el riesgo de que el empleado desarrolle CPE. Este efecto es mayor cuando los empleados muestran resistencia a los cambios organizativos o creen que el clima organizativo está altamente politizado.

Las organizaciones deben desincentivar el CPE, y para hacerlo deben comprender que la probabilidad de que ocurra aumenta con el acceso al conocimiento de otros compañeros. Los empleados con acceso a este conocimiento pueden percibir que pueden proteger a la organización frente al escrutinio externo por medio de este comportamiento no ético. Este proceso puede activarse tanto por factores personales como organizacionales que hagan la aparición de CPE más deseable.

Este estudio contribuye a la investigación proporcionando una comprensión más profunda del riesgo de que los empleados muestren CPE, en conexión con su grado de conocimiento compartido. También explica cuando compartir conocimiento puede tener un mayor impacto, para bien o para mal.

Este artigo analisa a relação entre compartilhar o conhecimento e comportamento pró-organizacional antiético (CPA), bem como o potencial efeito ampliador de dois fatores: a resistência a mudança de funcionários e a percepção do clima político da organização.

Dados quantitativos são utilizados por funcionários de uma organização de manufatura mexicana. As hipóteses são testadas usando análise de regressão hierárquica.

Resultados – Compartilhar os resultados aumenta o risco de que o funcionário desenvolva o CPA. Esse efeito é maior quando os funcionários mostram resistência às mudanças organizacionais ou acreditam que o clima organizacional é altamente politizado.

As organizações devem desencorajar o CPA, e para isso devem entender que a probabilidade de isso acontecer aumenta com o acesso ao conhecimento de outros colegas. Os funcionários com acesso a esse conhecimento podem perceber que podem proteger a organização do escrutínio externo por meio desse comportamento antiético. Este processo pode ser ativado por fatores pessoais e organizacionais que tornam o surgimento de CPA mais desejável.

Este estudo contribui para a investigação, fornecendo uma compreensão mais profunda do risco que os funcionários exibem CPA, em conexão com o seu grau de conhecimento compartilhado. Também explica quando o compartilhar conhecimento pode ter um impacto maior, para melhor ou para pior.