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Article
Publication date: 3 May 2016

Daniela Diaz-Alonso, Mario Moreno-Moreno, Carlos Zuñiga, Joel Molina, Wilfrido Calleja, Juan Carlos Cisneros, Luis Niño de Rivera, Volodymir Ponomaryov, Felix Gil, Angel Guillen and Efrain Rubio

This paper aims to purpose the new design and fabrication scheme of Touch Mode Capacitive Pressure Sensor (TMCPS), which can be used in a wireless integrated resistor, inductor…

330

Abstract

Purpose

This paper aims to purpose the new design and fabrication scheme of Touch Mode Capacitive Pressure Sensor (TMCPS), which can be used in a wireless integrated resistor, inductor and capacitor circuit for monitoring pressure in biomedical applications.

Design/methodology/approach

This study focuses on the design, simulation and fabrication of dynamic capacitors, based on surface micromachining using polysilicon or aluminum films as the top electrode, both structural materials are capped with a 1.5 μm-thick polyimide film.

Findings

The design of microstructures using a composite model fits perfectly the preset mechanical behavior. After the full fabrication, the dynamic capacitors show complete mechanical flexibility and stability.

Originality/value

The novelty of the method presented in this study includes two important aspects: first, the capacitors are designed as a planar cavity within a rigid frame, where two walls contain channels which allow for the etching of the sacrificial material. Second, the electromechanical structures are designed using a composite model that includes a polyimide film capping for a precise pressure sensing, which also protects the internal cavity and, at the same time, provides full biocompatibility.

Details

Microelectronics International, vol. 33 no. 2
Type: Research Article
ISSN: 1356-5362

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Article
Publication date: 8 May 2018

Miguel Angel Moliner-Tena, Juan Carlos Fandos-Roig, Marta Estrada-Guillén and Diego Monferrer-Tirado

The purpose of this paper is to analyze consumer trust during a financial crisis, studying its antecedents and consequences. The perceptions of older and younger consumers are…

780

Abstract

Purpose

The purpose of this paper is to analyze consumer trust during a financial crisis, studying its antecedents and consequences. The perceptions of older and younger consumers are also compared.

Design/methodology/approach

The theoretical model of trust formation is tested on a random sample of 634 individuals from the three largest Spanish cities, Madrid, Barcelona and Valencia, in a period of economic crisis. Structural equation models were used to verify the global hypothesized relationships. Additionally, the total sample was divided into two groups (younger and older consumers) in order to test the moderating effect of age in the proposed relationships.

Findings

In a period of financial crisis, older consumers’ trust is protected by an emotional and experiential shield from the effects of negative news in the surrounding environment. In contrast, trust, although important, is not the core variable for the younger segment, whose preferences are the consequence of a broad range of cognitive and emotional variables.

Research limitations/implications

This research was carried out on financial services. Emotional, relational and experience-linked variables acquire greater importance as the individual gets older, in contrast to more cognitive evaluations. The difference between the younger and the older segments is that the cornerstone of older consumers’ attitudinal loyalty is trust, whereas for younger people, it is positive switching costs or rewards. Further research on the proposed conceptual model across different industries and countries is needed to determine the generalizability and consistency of the findings from this study.

Practical implications

This paper has significant managerial implications. The authors believe that the best strategy for a bank during a period of crisis is to follow a customer-friendly orientation, as in the case of banks that took a long-term vision to look after their brand image. The study draws banking companies’ attention to the importance of using age as a segmentation criterion.

Originality/value

Based on the life-course paradigm, a theoretical model of trust formation is performed. In a period of economic crisis, trust becomes the key variable in determining older consumers’ preferences.

Details

International Journal of Bank Marketing, vol. 36 no. 3
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 8 February 2018

Miguel Ángel Moliner, Diego Monferrer-Tirado and Marta Estrada-Guillén

The purpose of this paper is to analyze the impact of the customer engagement and customer self-brand connection on customer advocacy and firms’ financial performance. The…

7150

Abstract

Purpose

The purpose of this paper is to analyze the impact of the customer engagement and customer self-brand connection on customer advocacy and firms’ financial performance. The research focuses on the financial sector and studies a complex organization with a uniform strategy, but which attends the public in different centers (bank branches).

Design/methodology/approach

A theoretical model of effects is tested using dyadic methodology, with 225 dyads (bank branch manager – average of five customers). The authors use structural equation modeling (EQS6.1) to test the relationships.

Findings

The results corroborate the hypotheses, with the exception of the influence of customer self-brand connection on financial performance. These analyses show that in the banking sector, where the intensive use of new information and technologies has led to a reduction in direct physical contact with the customer, the off-line experience continues to have a notable economic impact. Furthermore, investment in the brand from an experiential approach determines customer advocacy.

Originality/value

The contribution of this paper is twofold. This research analyzes from a theoretical and empirical perspective the impact of the customer engagement and customer self-brand connection on customer advocacy and firms’ financial performance.

Details

Journal of Services Marketing, vol. 32 no. 4
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 13 February 2019

Miguel Angel Moliner-Tena, Diego Monferrer-Tirado and Marta Estrada-Guillén

The purpose of this paper is to highlight the central role of bank customers’ engagement as a mediating variable between customer experience and two non-transactional customer…

2992

Abstract

Purpose

The purpose of this paper is to highlight the central role of bank customers’ engagement as a mediating variable between customer experience and two non-transactional customer behaviors (advocacy and attitudinal loyalty).

Design/methodology/approach

To test the hypothesis, a model was designed with two antecedents of bank customer engagement (satisfaction and customer emotions), and two non-transactional behaviors (attitudinal loyalty and customer advocacy). The model was tested on a sample of 1,790 customers of two Spanish banks.

Findings

Results confirm bank customer engagement as the mediating variable between customer experience outcomes and non-transactional behaviors.

Practical implications

Banks should design physical spaces with an atmosphere that will have a positive impact on their customers, and pay particular attention to interactions with contact personnel and other customers present at that moment of truth. The new concept of the branch now being introduced looks to the future, transforming it into a place to attend to and advise customers, and designed to encourage and facilitate a more personal and enduring relationship. This transformation includes longer opening hours and a concept that appears to draw from the store model. Its design is more accessible, more agile, more welcoming and more digital, conceived to attract the customer’s attention from the first moment.

Originality/value

The contribution of this research is related to the analysis from a theoretical and empirical perspective of the mediating impact of customer engagement between customer experience outcomes (satisfaction and emotions during the service) and non-transactional behaviors (advocacy and attitudinal loyalty).

Details

International Journal of Bank Marketing, vol. 37 no. 3
Type: Research Article
ISSN: 0265-2323

Keywords

Available. Open Access. Open Access
Article
Publication date: 5 August 2019

Miguel Angel Moliner, Diego Monferrer Tirado and Marta Estrada-Guillén

The purpose of this paper is to analyze the role of bank branch managers’ perceptions of corporate social responsibility (CSR) in CSR marketing outcomes.

7822

Abstract

Purpose

The purpose of this paper is to analyze the role of bank branch managers’ perceptions of corporate social responsibility (CSR) in CSR marketing outcomes.

Design/methodology/approach

The paper proposes a causal model establishing that managers’ perceptions of CSR influence the perception of CSR held by the branch’s customers, which in turn directly affects customer satisfaction, customer trust, customer engagement and customer loyalty. The unit of analysis in this quantitative study is the bank branch. Two questionnaires were administered: one to branch managers and another to five customers in each branch.

Findings

Branch managers’ perceptions of CSR have a marked influence on customers’ perceptions of CSR, which again have a notable impact on the relationship variables studied: customer satisfaction, customer trust, customer engagement and customer loyalty.

Research limitations/implications

The sample was taken from two banks in the same country (Spain) and only five customers were interviewed in each branch. The type of customers analyzed should be taken into account since a growing number of customers now carry out all of their banking online and are less likely to visit their branch.

Practical implications

The results highlight the importance of adopting socially responsible actions not only in the bank as a whole, but also in individual branches. It would, therefore, seem crucial for high level bank executives not only to involve branch managers in the bank’s CSR strategy, but also to empower them to undertake CSR actions that involve the customers and local community with which they interact.

Originality/value

First, the paper reveals the differences within the same organization in the way its CSR strategy is implemented. Second, intermediary figures or supervisors are shown to have a key role in ensuring the organization’s CSR strategy is effective. Third, the study emphasizes the importance of customers’ perception of CSR in achieving the main outcomes of relationship marketing (satisfaction, trust, engagement and loyalty). Fourth, the methodology applied in the study is innovative in its construction of dyads in which the branch is the unit of analysis, enabling a comparison between the manager’s perceptions of CSR with that of five customers from the same branch. Fifth, the findings add to the knowledge of a particularly relevant sector in the recent economic crisis, namely, the retail banking industry.

Details

International Journal of Bank Marketing, vol. 38 no. 1
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 2 January 2018

Pilar Ficapal-Cusí, Angel Díaz-Chao, Milagros Sainz-Ibáñez and Joan Torrent-Sellens

The purpose of this paper is to empirically analyse gender differences in job quality during the first years of the economic crisis in Spain.

1508

Abstract

Purpose

The purpose of this paper is to empirically analyse gender differences in job quality during the first years of the economic crisis in Spain.

Design/methodology/approach

The paper uses microdata from the Quality of Working Life Survey. A representative sample of 5,381 and 4,925 Spanish employees (men and women) in 2008 and 2010, and a two-stage structural equation modelling (SEM) are empirically tested.

Findings

The study revealed three main results. First, the improvement in job quality was more favourable to men than it was to women. Second, the gender differences in the explanation of job quality increased considerably in favour of men. Third, this increase in gender-related job inequality in favour of men is explained by a worsening of 4 of the 5 explanatory dimensions thereof: intrinsic job quality; work organisation and workplace relationships; working conditions, work intensity and health and safety at work; and extrinsic rewards. Only inequality in the work-life balance dimension remained stable.

Research limitations/implications

The availability of more detailed microdata for other countries and new statistical methods for analysing causal relationships, particularly SEM-PLS, would allow new approaches to be taken.

Social implications

Public policy measures required to fight against gender inequalities are discussed.

Originality/value

The paper contributes to enrich the understanding of the multidimensional and gender-related determinants of job quality and, in particular, of studying the effects of the first years of the economic crisis.

Details

Employee Relations, vol. 40 no. 1
Type: Research Article
ISSN: 0142-5455

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Article
Publication date: 4 April 2016

Diego Monferrer-Tirado, Marta Estrada-Guillén, Juan Carlos Fandos-Roig, Miguel Ángel Moliner-Tena and Javier Sánchez García

The purpose of this paper is to address the aftermath of the crisis that has plagued the Spanish financial sector from a microeconomic and emotional perspective associated to…

1595

Abstract

Purpose

The purpose of this paper is to address the aftermath of the crisis that has plagued the Spanish financial sector from a microeconomic and emotional perspective associated to financial entities’ relationships with their customers.

Design/methodology/approach

The authors build a model of effects with structural equation modelling based on the quality of the relationship between financial entities and their customers. The authors identify the different dimensions of quality in the entity’s service provision (tangible quality, functional quality and staff quality) as essential antecedents of the different dimensions of relationship quality (satisfaction, trust and loyalty). Moreover, the authors develop a multi-group analysis to test the moderator effect of age in the proposed model.

Findings

The work shows that bank customers have been eminently results driven focusing on functional quality which is a determinant cause of customer satisfaction and trust.

Research limitations/implications

Furthermore the authors consider that the dimensions of service quality are interrelated. Functional quality represents an essential quality in customer service, whereas tangible and personnel qualities act to reinforce functional quality. In turn, qualities based on tangible aspects have positive effects on qualities based on intangible aspects.

Practical implications

Moreover, the results confirm the consideration of related variables to conform the construct of relationship quality: satisfaction, trust and loyalty. Finally, age has been found to have a considerable effect as a moderating variable in the relations.

Originality/value

These results represent a significant change in traditional patterns of bank customer behaviour, and fit in with postulates of a new approach based on individual differences in attitudes, with relevant practical implications.

Details

International Journal of Bank Marketing, vol. 34 no. 2
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 2 March 2012

Diana Benito‐Osorio, Luis Ángel Guerras‐Martín and José Ángel Zuñiga‐Vicente

The purpose of this study is to gain new insight into the true nature of the relationship between product diversification and performance, as well as to explore the roles the home…

6466

Abstract

Purpose

The purpose of this study is to gain new insight into the true nature of the relationship between product diversification and performance, as well as to explore the roles the home country environment and time can play on this relationship.

Design/methodology/approach

The study reviews a large part of the research that has addressed the relationship between product diversification and performance over the last four decades.

Findings

This study identifies the main views (models) that can help scholars to adequately understand, both theoretically and empirically, the potential effect of product diversification on performance: the premium diversification model; the discount diversification model; and the U‐inverted model. The study confirms a wide diversity of results. Drawing from the institutional‐based view, it is argued that a significant part of this heterogeneity stems from the effect of two factors that have often been ignored: the home country environment and time period. The review of recent empirical research seems to provide some support for the central argument that the value firms achieve through product diversification may be contingent both on the specific home country environment (environmental dependency) and time period (time dependency) under study.

Originality/value

This study yields an alternative explanation to the inconsistency in findings that goes beyond strictly theoretical and methodological reasons. It shows that the arguments related to different views (or models) need to be considered “environment‐dependent” and “time‐dependent”. It concludes by proposing a framework to guide future research.

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Article
Publication date: 31 July 2019

Minjie Zhang, Feng Zhan, Sofia Johan and Douglas Cumming

1270

Abstract

Details

International Journal of Managerial Finance, vol. 15 no. 3
Type: Research Article
ISSN: 1743-9132

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Book part
Publication date: 28 May 2021

Beatriz Elena Inzunza Acedo

Purpose: The first objective is to explore how narcotelenovelas and news can be compared in their representation of drug violence and figures. The second is to explore a method…

Abstract

Purpose: The first objective is to explore how narcotelenovelas and news can be compared in their representation of drug violence and figures. The second is to explore a method which identifies intertextual references in fiction by contrasting them with journalistic reports. Methodology/approach: Qualitative content analysis is of three narcotelenovelas: El Señor de los Cielos, El Chapo, and Narcos: México. After documenting clear historical references and figures, a search was made through news engines and portals to make a comparison of the fictional versus journalistic representation of such references. Findings: Many elements of narcotelenovelas such as events and public figures are highly comparable to those described in news. While producers openly warn that they changed facts for dramatic purposes, it’s possible to propose hypotheses in which audiences construct their historical memories based on fictional narratives. Research limitations: This chapter does not offer an exhaustive list of intertextual references from all three narcotelenovelas. Originality/value: This type of comparative analysis between fiction and journalism hasn’t been explored for the study of narcoculture media products. The author poses a hypothesis, in which fiction contributes significantly to collective memories and imaginaries, especially when it appeals to historical references audiences might identify.

Details

Mass Mediated Representations of Crime and Criminality
Type: Book
ISBN: 978-1-80043-759-3

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