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Article
Publication date: 9 January 2025

Alejandro J. Sottolichio, Hector R. Ponce and Germán Rojas Cabezas

We examine negative emotions’ influence on consumer satisfaction and loyalty when repurchasing a product or service after experiencing failures in the financial services sector.

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Abstract

Purpose

We examine negative emotions’ influence on consumer satisfaction and loyalty when repurchasing a product or service after experiencing failures in the financial services sector.

Design/methodology/approach

The sample comprised 735 valid surveys of customers who encountered such service failures. An initial model incorporating 14 negative emotions was narrowed down to the most robust one, comprising three emotions, after data collection and statistical validation.

Findings

Consumer dissatisfaction is explained by affective (pleasure) rather than cognitive factors (disconfirmation) in the financial services context. Loyalty is influenced only by affective (pleasure and activation) rather than cognitive elements (disconfirmation) in the dissatisfaction generation process, indicating that loyalty is not a cognitive but an affective one. Finally, an affective judgment (activation) rather than a cognitive one (disconfirmation) explains consumer’s recommendation of a product or service despite encountering failures.

Originality/value

This is the first study to focus exclusively on negative emotions, revealing that the pleasure dimension is a significant antecedent of dissatisfaction. By demonstrating that emotional factors rather than cognitive assessments dominate both satisfaction and loyalty responses, this study offers a unique contribution to understanding consumer behavior after service failures in financial services, with practical implications for service recovery strategies.

Propósito

Este estudio examina el impacto de las emociones negativas en la satisfacción y lealtad del consumidor al volver a adquirir un producto o servicio después de experimentar fallas en el sector de servicios financieros.

Diseño/metodología/enfoque

La muestra incluyó 735 encuestas válidas de clientes que enfrentaron dichas fallas en el servicio. Un modelo inicial que incorporaba 14 emociones negativas se redujo, tras la recolección de datos y la validación estadística, a un modelo más robusto que comprende tres emociones.

Hallazgos

La insatisfacción del consumidor se explica por factores afectivos (agrado) en lugar de cognitivos (desconfirmación) en el contexto de servicios financieros. La lealtad está influenciada únicamente por elementos afectivos (agrado y activación) y no por elementos cognitivos (desconfirmación) en el proceso de generación de insatisfacción, lo que indica que la lealtad no es de naturaleza cognitiva, sino afectiva. Finalmente, un juicio afectivo (activación), más que uno cognitivo (desconfirmación), explica la recomendación de un producto o servicio por parte del consumidor, incluso tras haber enfrentado fallas.

Originalidad/valor

Este es el primer estudio que se enfoca exclusivamente en las emociones negativas, revelando que la dimensión de agrado es un antecedente significativo de la insatisfacción. Al demostrar que los factores emocionales, más que las evaluaciones cognitivas, dominan tanto las respuestas de satisfacción como de lealtad, este estudio ofrece una contribución única para comprender el comportamiento del consumidor tras fallas en los servicios financieros, con implicaciones prácticas para las estrategias de recuperación del servicio.

Details

Academia Revista Latinoamericana de Administración, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1012-8255

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Article
Publication date: 24 December 2024

Alejandra Pulido-López and Alejandra López-Salazar

This paper aims to understand the impact of intellectual capital components (human, structural and relational capital) on business internationalization through exports, analyzing…

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Abstract

Purpose

This paper aims to understand the impact of intellectual capital components (human, structural and relational capital) on business internationalization through exports, analyzing the Colombian manufacturing sector.

Design/methodology/approach

A binomial logistic regression model was used in which the export propensity was the dependent variable. The explanatory variables consisted of the human capital, including training and managerial characteristics; the structural capital, including innovation, intellectual property, certifications and management and the relational capital, encompassing relationships with other companies, public entities and the domestic market. The Survey of Development and Technological Innovation - EDIT - Industry 2018, carried out by the National Administrative Department of Statistics of Colombia, was used to collect data from 7,529 companies in 24 manufacturing subsectors.

Findings

The research findings suggest that there is a positive relationship between internationalization and human capital (postgraduate, university and school training), with structural capital (innovation in organizational processes, ownership of patents, software rights, industrial rights, trademark registration, obtaining intellectual property rights, complexity in design, process certifications, compliance with technical requirements and the existence of production goals) and with relational capital (confidentiality agreements with other companies and contracts with the international public sector).

Originality/value

This article contributes to the literature generating knowledge on the relationship between intellectual capital and the internationalization of Colombian industrial companies. It will also have managerial and social implications serving as input for the decision-making process of firms undergoing internationalization, and for policymakers.

Details

Journal of Intellectual Capital, vol. 26 no. 1
Type: Research Article
ISSN: 1469-1930

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Article
Publication date: 2 April 2024

Meiting Ma, Xiaojie Wu and Xiuqiong Wang

There is consensus among scholars on how political institutional imprinting interprets the unique management and practice phenomenon of Chinese enterprises. However, little…

142

Abstract

Purpose

There is consensus among scholars on how political institutional imprinting interprets the unique management and practice phenomenon of Chinese enterprises. However, little scholarly attention has been given to the different political institutional imprints that shape firms’ internationalization. Therefore, this study aims to investigate how communist and market logic political institutional imprintings influence firms’ initial ownership strategies in outward foreign direct investment.

Design/methodology/approach

Based on the propensity score matching difference in difference method and a sample of 464 foreign investments from 2009 to 2020 for 310 Chinese private firms.

Findings

The results show that private firms with market logic political institutional imprintings tend to adopt higher ownership and vice versa. As institutional differences increase, private firms with market logic imprintings are more risk-taking and adopt higher ownership, whereas private firms with communist imprintings are more conservative and choose lower ownership. When diplomatic relations are friendlier, private firms with market logic imprintings prefer higher ownership to grasp business opportunities and vice versa.

Originality/value

This study not only identifies the net effect of political institutional imprinting on private firms’ initial ownership strategy but also investigates the different moderating effects of current institutional forces to respond to the call for research on bringing history back into international business research and the fit between imprinting and the environment.

Details

Chinese Management Studies, vol. 18 no. 6
Type: Research Article
ISSN: 1750-614X

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Article
Publication date: 29 June 2023

Alvar Castello Esquerdo, Andrei Panibratov and Daria Klishevich

Drawn from the push–pull perspective, this research aims to identify the determinants of Chinese technology's outward foreign direct investments (OFDI) into the Eurasian region.

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Abstract

Purpose

Drawn from the push–pull perspective, this research aims to identify the determinants of Chinese technology's outward foreign direct investments (OFDI) into the Eurasian region.

Design/methodology/approach

The authors argue that contrary to the extant literature, technology-driven OFDI from emerging-market multinationals (EMNEs) do not always seek developed countries, and EMNEs' technology investments in emerging economies are rising indicating that there are factors in these economies that can prove attractive. The authors recognize the influence of the macroeconomic environment and the interaction of home and host-country institutional contexts that influence the location choice of EMNEs technology-driven OFDI into other emerging economies, mediated by the industry sector and firm's ownership structure. The authors test our hypotheses using a sample of 1,656 observations of Chinese MNEs' tech-investments in the Eurasian region from 2005 to 2019.

Findings

The study results indicate that bilateral diplomatic relations pave the way of the host-country institutional environment for Chinese MNEs uncovering the role of the Chinese government as an OFDI facilitator. This study also unveils a lower technology level of the Chinese MNEs' investments in the Eurasian region connoting an interest in market opportunities exploitation through their existing technologies – through its comparative advantage in the global markets – rather than strategic assets acquisition aiming at augmenting their technological capabilities. This trend is similar to that of other major foreign direct investment (FDI) source countries.

Originality/value

This research contributes to a better understanding of the characteristics and the location choice of technology investments from EMNEs into other emerging economies that have received scant attention in the literature. In addition, it extends the institutional theory by analyzing how home-country institutions, through bilateral diplomatic relations, may smooth the host country institutional environment for home-country MNEs' foreign investments and contributes as well to the debate on the applicability of the existing theoretical framework in the case of emerging-market MNEs.

Details

International Journal of Emerging Markets, vol. 20 no. 3
Type: Research Article
ISSN: 1746-8809

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Article
Publication date: 28 January 2025

Alam Zeb Khattak, Sabir Zaman, Sajid Usman Shah, Fatima, Jannat Nazir and Mudassar Abdullah

Hashish consumption is one of the most widespread public health concerns due to its extensive use and high prevalence. This study aims to investigate the association between…

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Abstract

Purpose

Hashish consumption is one of the most widespread public health concerns due to its extensive use and high prevalence. This study aims to investigate the association between illness perception and quality of life among hashish users, while also assessing the mediating role of coping strategies.

Design/methodology/approach

Male hashish users’ with a mean age of 37.9 years (SD = 12.3) were screened from public and private addiction and rehabilitation centers in Districts Peshawar, Kohat and Karak. Data were collected through the Brief Illness Perception Questionnaire, the World Health Organization Quality of Life scale and the Brief Cope scale to assess illness perception, quality of life and coping strategies. Stepwise regression and mediation analysis were performed.

Findings

The findings suggest that illness perception has a significant reverse association with quality of life (r = −0.16, p < 0.01). However, coping strategies have a significantly positive association with quality of life (r = 0.51, p < 0.01) while subcategories, that is, problem-focused, emotion-focused and active avoidance coping were not significantly associated with quality of life.

Practical implications

Lower quality of life increases vulnerability to illness perception, and effective coping strategies improve quality of life. This study emphasizes the importance of addressing illness perception and enhancing coping strategies in interventions aimed at improving the quality of life for hashish users.

Originality/value

This novel view provide valuable insights for developing targeted interventions that enhance the well-being of hashish users by addressing both their psychological and behavioral aspects.

Details

Advances in Dual Diagnosis, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1757-0972

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Article
Publication date: 2 January 2024

Juan David Reyes-Gómez, Pilar López and Josep Rialp

The purpose of this paper is to assess the validity and utility of two theoretical approaches to understanding the relationship between strategic orientations, innovation and firm…

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Abstract

Purpose

The purpose of this paper is to assess the validity and utility of two theoretical approaches to understanding the relationship between strategic orientations, innovation and firm performance and to examine the role of innovation in the relationship while avoiding circular arguments. The universalistic approach suggests that strategic orientations have independent and parallel effects on firms’ performance, and that innovation does not influence this relationship. The holistic approach proposes that strategic orientations in a complementary and interrelated view have both direct and indirect effects on firms’ performance through innovation.

Design/methodology/approach

A meta-analytic path analysis applying two-stage structural equation modeling (TSSEM) was conducted on data from 132 primary studies and 33,063 observations.

Findings

The holistic approach was demonstrated to be superior due to its more explanatory power in linking more complex relationships through simultaneous direct and indirect effects and its capacity for including the interrelatedness and complementarity of strategic orientations. It was found that innovation has a full mediating role in the relationship between entrepreneurial orientation (EO) and firm performance, and a partial mediating role in the relationship between market orientation (MO) and learning orientation (LO) and firm performance.

Research limitations/implications

The study used observed variables instead of latent variables for meta-analytic path analysis, which may reduce some sources of endogeneity. However, causal inference is not possible due to the nature of meta-analysis. The scope of the final sample was limited by some studies not reporting the estimates of correlations between constructs.

Practical implications

Managers can improve an organization's chances of success in the marketplace by adopting a holistic view of strategic orientations focusing on customer satisfaction, learning from the external environment and pursuing new market opportunities. Furthermore, an organization can gain a competitive advantage through innovation by creating products and services that are different from what is currently available in the market. To be successful, an organization must not only create innovative products and services but also market them effectively to consumers.

Originality/value

This study is the first to meta-analytically assess the explanatory value of two theorized models linking strategic orientations, innovation and firm performance. It also clarifies the role of innovation in the relationship between strategic orientations and firm performance.

Details

International Journal of Entrepreneurial Behavior & Research, vol. 31 no. 2/3
Type: Research Article
ISSN: 1355-2554

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Article
Publication date: 12 February 2025

Juan-Gabriel Cegarra-Navarro, Aurora Martínez-Martínez, Jorge Cegarra-Sánchez and Jaume Muñoz Faus

External relational capital is the value created by an organization’s relationships with outside stakeholders, such as customers. This study introduces and examines the concept of…

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Abstract

Purpose

External relational capital is the value created by an organization’s relationships with outside stakeholders, such as customers. This study introduces and examines the concept of sustainable enclothed cognition to support it, aligning rational reasons, personal values and emotions with sustainable clothing choices not only fosters envisioning sustainable learning from a user perspective but also holds the potential to help companies quickly adapt and find alternative solutions, thereby minimizing production impacts on the environment and promising the future for sustainable fashion in the industry.

Design/methodology/approach

This study aims to explore how sustainable enclothed cognition, combined with envisioning sustainable learning, can enhance external relational capital in the fashion industry by fostering deeper connections between fashion brands and environmentally conscious consumers. Data collection took place between May and September 2021. A survey of 211 young workers was conducted, and the data were analyzed using partial least squares-structural equation modeling (PLS-SEM).

Findings

The findings demonstrate that prioritizing sustainable enclothed cognition can satisfy consumer demands, strengthen customer relationships and enhance competitive positioning in the fashion industry. Furthermore, the study provides actionable strategies for implementing envisioning sustainable learning, highlighting its transformative role in turning consumer alignment into external relational capital. This insight inspires a new perspective on the potential of sustainable learning in the fashion industry.

Originality/value

This research offers a deeper understanding of how companies can strategically manage their external customer relationships by using sustainable enclothed cognition to drive eco-innovation and enhance relational capital in the sustainable fashion industry. Findings support that textile companies provide fresh insights into their innovative capacity by aligning consumer rational reasons, values and emotions with learning practices. The study also underscores the pivotal role of envisioning sustainable learning in embedding sustainability into the core of fashion industry practices, delivering both theoretical and practical guidance on achieving long-term business success through sustainability.

Details

Journal of Intellectual Capital, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1469-1930

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Article
Publication date: 16 January 2025

Huynh Nguyen Bui, Nam Phuong Phung, My Linh Le and Tan Hai Dang Nguyen

This paper aims to present a hybrid review combining the theory, context, characteristics and methodology (TCCM) framework and bibliometric analysis of international business…

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Abstract

Purpose

This paper aims to present a hybrid review combining the theory, context, characteristics and methodology (TCCM) framework and bibliometric analysis of international business research from 1991 to 2023, shedding light on the field’s growth, trends and key contributors.

Design/methodology/approach

Relevant papers were selected using the preferred reporting items for systematic reviews and meta-analyses model. Initially, this paper conducted a descriptive analysis to identify prolific institutions, countries and journals. Using bibliometric techniques and the TCCM framework, this paper analyzed theory, context and method visualized through word clouds and keyword co-occurrence. The characteristic aspect was analyzed using bibliographic coupling to identify major themes, providing a comprehensive understanding of the most significant factors in international business research.

Findings

The analysis of a data set comprising 5,644 documents reveals a steady increase in the annual growth rate of publications, highlighting the growing significance of international business in the global economy. First, this paper noticed a significant increase in publications in leading international business journals, with the Journal of International Business Studies being the most prolific. Second, using the TCCM framework, this paper discovered that the resource-based view, institutional theory, transaction cost theory and internalization theory are predominant in international business research. Most studies have concentrated on firm or enterprise-level entities, followed by country-level analyses. This paper also identified six main themes: (1) innovation and strategy, (2) market, (3) HR impact and leadership, (4) marketing, (5) internationalization and (6) entrepreneurship. Quantitative methods have been the most frequently used research design, followed by qualitative and mixed methods.

Research limitations/implications

The study offers researchers and practitioners a roadmap for future investigations, collaboration and innovation in international business, thereby advancing the knowledge and understanding of this complex field within a globally interconnected economy.

Originality/value

This study provides insights into growth and trends, identifying journals, clustering research topics and enhancing theoretical and methodological understanding in the field of international business.

Details

Review of International Business and Strategy, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2059-6014

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Article
Publication date: 6 November 2024

Fabricia S. Rosa, Rogério João Lunkes, Mauricio Codesso, Alcindo Cipriano Argolo Mendes and Gabriel Donadio Costa

The purpose of this article is to analysis of the effects of green innovation ecosystem coopetition (cooperation and competition), environmental management practices (EMPs) and…

102

Abstract

Purpose

The purpose of this article is to analysis of the effects of green innovation ecosystem coopetition (cooperation and competition), environmental management practices (EMPs) and digital innovation (DI) on carbon footprint reduction.

Design/methodology/approach

To conduct the study, a questionnaire was administered to hotel managers from different regions of Brazil. Data were collected from 197 hotels and analyzed via partial least squares structural equation modeling.

Findings

The results show that green innovation ecosystem cooperation positively and significantly affects EMPs and DI. Green innovation ecosystem competition interactions also benefit the adoption of EMPs. However, they do not significantly influence the use of DI. The results indicate that hotels that are in a scenario of simultaneous competition and collaboration (coopetition) within the green innovation ecosystem can reduce carbon emissions when EMPs and DI are used.

Research limitations/implications

The authors contribute to the literature by showing different pathways for reducing the carbon footprint of hotels. The results expand the authors’ knowledge by showing evidence that cooperation and competition interactions can produce distinct effects, especially on DI. Thus, this study has important practical implications for hotel managers seeking to improve their environmental practices and DI with the help of external multiagent resources and knowledge.

Originality/value

This research contributes to the literature by examining how cooperation and competition interactions in the green innovation ecosystem help in the adoption of environmental management and DI practices.

Details

International Journal of Contemporary Hospitality Management, vol. 37 no. 3
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 1 August 2024

Buyun Yang, Shuman Zhang and Bo Wu

Emerging market multinationals often face a variety of legitimacy challenges as they engage in cross-border acquisitions in developed countries, which requires an assortment of…

127

Abstract

Purpose

Emerging market multinationals often face a variety of legitimacy challenges as they engage in cross-border acquisitions in developed countries, which requires an assortment of legitimacy strategies best aligned with the legitimacy challenges they face. This study advocates for a configurational perspective that examines how different configurations of legitimacy challenges, organizational characteristics, and legitimacy strategies influence the likelihood of deal completion in cross-border acquisitions by emerging market multinational enterprises (EMNEs).

Design/methodology/approach

Based on 328 cross-border acquisition cases by Chinese firms, this study adopts the fuzzy-set qualitative comparative analysis to examine the combined effects of institutional distance, political affinity, equity sought, architecture design, sensitive·industry and state-owned and enterprise (SOE) on cross-border acquisition completion.

Findings

This study identifies six pathways with different configurations for deal completion, suggesting that a deal's overall legitimacy falls at the intersection of the country-level institution and the firm-level characters and strategy evaluations.

Originality/value

This study investigates how nested legitimacy influences cross-border acquisition completion by offering a holistic and configurational understanding of the deal completion of cross-border acquisitions by EMNEs and yields useful insights for future research on cross-border acquisition completion and legitimacy.

Details

Management Decision, vol. 63 no. 1
Type: Research Article
ISSN: 0025-1747

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