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“Internet of things” is a broad term used to describe network connectivity to physical objects. Called connectable or smart objects, they are embedded in electronic circuits and software that make them capable of detecting, collecting and transmitting data and information. This paper aims to examine the influence of the attributes of “internet of things” products in the functional and emotional experience of purchase intention.

The study used a model adapted from Yaping et al. (2014), with adjustment for the constructs “emotional experience”, “functional experience” and “purchase intention”. The survey consisted of a sample of 747 valid questionnaires regarding users of “internet of things” products, through a structured questionnaire with 36 assertions, which were answered based on the Likert scale. The quantitative research approach followed an exploratory descriptive phase followed by the application of structural equation modeling.

Results validated most of the relationships of the model, with high levels of significance. In addition, there was a greater influence of emotional experience than functional on purchase intention for the selected sample, which mainly consisted of young people.

In short, the study confirmed the statistical significance of the structural paths, indicating that the proposed model is consistent, and with an appropriate adjustment can be applied in future research.

The purpose of this paper is to examine the conditions that allow the co-existence of alternative logics in an institutional field for an extended period.

This is a case study that examined the complaint-handling processes of phone companies based on documentary research, which provided the information that allowed the development of a script to interview organizational actors in this field.

The explanation for this behavior that does not attempt to deinstitutionalize other institutions’ practices relates to the actors’ need for the other field participants’ collaboration to improve their activities.

The specific characteristics of the Brazilian context can only suggest that alternative logics may coexist, which therefore opens opportunities for future studies to discuss the possible reproduction of these results in other societies. Similarly, because this research was restricted to the complaint field, other studies conducted in fields where actors are faced with alternative possibilities, such as with the judicial system, should examine and expand on these concepts. This study sought to cover the viewpoints of multiple important actors in the field to cover the whys and hows these logics coexist. However, a more comprehensive availability of respondents might have brought still better insights to the study.

One implication of this study is the fact that firms in Brazil must be aware of the alternative redress channels that are available to consumers. The different procedural norms can cause a great deal of annoyance because firms have to be updated with all of them and eventually build specialized teams to address them. The awareness of the existence of multiple logics in this field should orient the Brazilian telephony industry’s regulator in formulating policies that take this fact into consideration. To do this, the regulator should consider a regular consultation forum in which the main consumer protection organizations and government agencies gather to discuss improvements given that there is already informal collaboration. Public policy should also take into consideration the fact that consumers do not complain most of the time for lack of knowledge or disbelief in supporting organizations.

The main contribution is the alternative logics notion in addressing complaints in this field. This is an issue that has not been practically explored in the literature. The difference between an alternative logic and a competing one lies in the fact that the practices, structures and symbols in the first case represent alternative possibilities for actors to achieve a specific objective, whereas in the second case, the weaker logics tend to disappear due to a stronger one.