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Despite the positive effects of customer capital (CC), questions remain over how managers enable CC growth by applying their skills and capabilities through managerial actions and strategies, such as developing information technology (IT) capability, fostering relationship learning (RL) activities and developing green innovation performance (GIP) with clients. These questions are especially pertinent in small and medium-sized enterprises and automotive industry companies that operate through supply chains, where knowledge about customers is likely to result from personal contact between customers and organisational members. The purpose of this paper is to analyse the extent to which these managerial actions were more likely to lead to the successful creation of CC.

Using the partial least squares technique, this paper studies how these three managerial actions impact on CC. To do so, data from 140 companies in the Spanish automotive components manufacturing sector have been used.

The findings support the influence of RL on both GIP and CC. RL is a key managerial action in exploiting customer information and knowledge advantages, enabling firms to structure and reconfigure resources to produce new ways to compete and to satisfy stakeholders. In addition, results show that GIP is a determinant of CC because of its contribution to achieving sustainable competitive advantage, with GIP performing a mediating role in the relationship between RL and CC. A second contribution shows that IT is not in itself able to yield a competitive advantage, thereby validating the existence of complementary or co-focused strategic assets such as RL and GIP, which enhance IT’s influence on CC.

The authors were unable to explore the subtleties of the processes over time. Future research should include a longitudinal study.

This study considers RL an essential factor in achieving both GIP and CC. Consequently, managers should seek to build strong RL cultures. In addition, this study shows that IT is not in itself able to yield a competitive advantage, thereby validating the existence of complementary or co-focused strategic assets such as RL and GIP.

No study has ever examined these three antecedent variables (IT, RL and GIP) together, with the aim to examine their effects on CC.

This study aims to explore the factors that influence the development of big data analytics capabilities (BDAC) in organizations, an area that has received limited attention in the academic literature.

Employing partial least squares structural equation modeling, this research scrutinizes the interconnections between various antecedents and BDAC. Notably, it examines the mediating roles of organizational culture (OC) and digital maturity (DM) in the nexus between managerial data orientation and BDAC.

Analysis indicates that OC and DM play crucial roles in enhancing the efficacy of managerial data orientation on BDAC. The sequential mediation by these factors underscores the importance of nurturing an appropriate OC and advancing DM to optimize the benefits of managerial data orientation towards BDAC.

The findings bear significant implications for organizational practice. They underscore the necessity of enhancing managerial analytical skills and commitment to digital transformation. Furthermore, the study highlights the critical need for aligning OC with strategic objectives and the digital context. The formulation of a cultural strategy that advocates for a data-driven mindset and champions digital initiatives is essential for fostering BDAC development, thereby bolstering organizational performance and competitiveness in the big data era.

This study enriches the body of literature by illuminating the overlooked antecedents of BDAC. It extends the discourse on the human-centric aspects of digital transformation, offering insights into how managerial data orientation can be effectively translated into improved BDAC. This innovative angle deepens our comprehension of the strategies through which organizations can leverage big data technology for value creation and informed decision-making, emphasizing the pivotal role of OC and the requisite digital competencies and resources.

This study aims to provide an overview, the state-of-the-art “research fronts”, the emerging themes of investigation and a research agenda of crisis communication for destinations’ image.

This research is conducted with a bibliographic coupling study, complemented with an H-Classic classification and a thematic analysis of the articles included in the four clusters provided by the bibliometric methodology (papers dating from 2017 to 2021, both years included).

Based on the bibliometric analysis, four thematic clusters were identified. Two of these clusters supply the “research fronts”, the most current themes in a scientific field: Cluster 1 addresses communication related to tourists’ safety, and cluster 2 enhances the role of stakeholders’ collaboration to create destinations resilience in crisis communication. The other two clusters highlight emerging themes for future investigation: Cluster 3 focuses on recovery marketing communication strategies for a post-crisis era, and cluster 4 analyses how crisis communication strategies contribute to reduce tourists’ risk perception and boosting travel intention. Finally, a future research agenda is proposed, based on the emerging themes from this study.

To the best of the authors’ knowledge, this is the first bibliometric study to analyse crisis communication for destinations’ image (pre-crisis, crisis and post-crisis). This study, which covers the most recent academic literature in this field, provides insights of communication strategies from recent crises and disasters within the “research fronts”. Besides, a research agenda useful for future scholar investigation is proposed with its emerging themes. These rising topics and learnings from past events could be used by destination marketing organisations in crisis communication for destination image recovery in the current post-pandemic scenario or in upcoming crises or disasters.

本研究提供了目的地形象危机沟通的概述、最先进的“研究前沿”、新兴的研究主题以及研究议程。

本文进行了书目耦合研究, 辅以 H-经典分类和对文献计量方法提供的四个集群中包含的文章的主题分析 (论文日期为 2017–2021 年间)。

根据文献计量分析, 确定了四个主题集群。 其中两个集群提供“研究前沿”, 这是科学领域的最新主题：集群 一 解决与游客安全相关的沟通, 集群 二 加强利益相关者合作的作用, 以在危机沟通中创造目的地恢复力。 其他两个集群突出了未来调查的新兴主题：集群 三 侧重于后危机时代的复苏营销传播策略, 集群 四分析危机传播策略如何有助于降低游客的风险感知和提高旅行意愿。最后, 本文提出了基于新兴主题的未来研究议程。

据我们所知, 这是第一个分析了目的地形象的危机传播（危机前、危机和危机后）的, 独特的文献计量研究。该研究涵盖了该领域最新的学术文献, 通过其“研究前沿”提供了有关近期危机和灾难的沟通策略的见解。此外, 本文还提出了具有新兴主题的研究议程。这些新兴话题以及从过去事件中吸取的教训, 可以被目的地营销组织 (DMO) 用来进行灾难沟通, 以便在当前的大流行后情景或未来的危机或灾难中恢复目的地的形象。

Este estudio proporciona una perspectiva general, los “research fronts”- los temas más actuales de una disciplina científica-, los temas emergentes y una agenda de investigación sobre comunicación de crisis de la imagen de los destinos turísticos.

La investigación está basada en un análisis bibliográfico coupling, complementado con una clasificación h-Classics y un análisis temático de todos los artículos examinados con esta metodología bibliométrica (artículos fechados entre 2017 y 2021, ambos años incluidos).

Con este análisis bibliométrico, se identifican cuatro clusters temáticos. Dos de ellos, presentan los “research fronts”, los temas más vigentes de un campo científico: el cluster 1 se refiere a la comunicación realizada para transmitir el concepto de seguridad a los turistas, y el cluster 2 destaca la relevancia de la colaboración de todos los agentes turísticos para crear resiliencia en los destinos en la comunicación de crisis. Los otros dos clusters recogen los temas emergentes de investigación futura: el cluster 3 se centra en las estrategias de marketing para la época de postcrisis y el cluster 4 analiza cómo la comunicación contribuye a reducir la percepción de riesgo de los turistas y, por tanto, a potenciar su intención de viaje. Por último, el artículo propone una agenda de investigación basada en estos temas emergentes.

Hasta donde tenemos conocimiento, éste es el primer estudio bibliométrico especialmente enfocado a la comunicación de crisis para la imagen de los destinos turísticos (con sus tres etapas, precrisis, crisis y poscrisis). Esta investigación, que analiza la literatura más reciente en este campo, proporciona conocimiento sobre la comunicación de las crisis y desastres más recientes, a través de sus “research fronts”. Asimismo, propone una agenda con nuevos temas que están surgiendo en esta disciplina, útil para futuras investigaciones académicas. Dichos temas, junto con los aprendizajes de incidentes pasados, pueden ser usados por las Organizaciones de Marketing de Destinos (DMO, en sus siglas en inglés) para incorporarlos en su comunicación de crisis destinada a la recuperación de la imagen de los destinos turísticos en el actual escenario post pandemia o en futuras crisis o desastres.

This paper aims to explore in depth how internal and external knowledge-based drivers actually affect the firms’ green innovation performance. Subsequently, this study analyzes the relationships between absorptive capacity (internal knowledge-based driver), relationship learning (external knowledge-based driver) and green innovation performance.

This study relies on a sample of 112 firms belonging to the Spanish automotive components manufacturing sector (ACMS) and uses partial least squares path modeling to test the hypotheses proposed.

The empirical results show that both absorptive capacity and relationship learning exert a significant positive effect on the dependent variable and that relationship learning moderates the link between absorptive capacity and green innovation performance.

This paper presents some limitations with respect to the particular sector (i.e. the ACMS) and geographical context (Spain). For this reason, researchers must be thoughtful while generalizing these results to distinct scenarios.

Managers should devote more time and resources to reinforce their absorptive capacity as an important strategic tool to generate new knowledge and hence foster green innovation performance in manufacturing industries.

The paper shows the importance of encouraging decision-makers to cultivate and rely on relationship learning mechanisms with their main stakeholders and to acquire the necessary information and knowledge that might be valuable in the maturity of green innovations.

This study proposes that relationship learning plays a moderating role in the relationship between absorptive capacity and green innovation performance.

Analyze patterns of co-authorship in hospitality and tourism (H&T) research using bibliometric methods. The purpose of this paper is to answer three questions related to collaborative practices, the number of authors, the order of signatures and the role of the corresponding author.

The methodology is based on the bibliometric techniques of authorship analyzes published in leading H&T journals. Evaluative techniques provide longitudinal evidence of the evolution of some indicators of authors’ collaboration: the percentage of alphabetized authorships; the percentage of articles were the most relevant author signs in the first, middle or last position; and the position of the corresponding author in the by-line.

First, the collaborative nature of H&T research is confirmed; almost 80% of articles in the sample are co-authored. Second, over the past 30 years, the alphabetized signature model has been in decline in this field. Today, about 20% of articles indexed in JCR journals are signed alphabetically. Third, the first author’s placement is less consistent than that of the corresponding author.

This work provides relevant information on researchers’ authorship habits that may help evaluators assign credit and accountability and avoid malpractice in the authorial assignment.

This study explores the habits of researchers who collaborate to improve their productivity, impact and reputation. This is often linked to facilitating access to research funding and obtaining recognition from incentive systems. Yet, no research specifically examines trends in signature order or the corresponding author’s role in the H&T field.

The introduction of “altmetrics” as new tools to analyze scientific impact within the reward system of science has challenged the hegemony of citations as the predominant source for measuring scientific impact. Mendeley readership has been identified as one of the most important altmetric sources, with several features that are similar to citations. The purpose of this paper is to perform an in-depth analysis of the differences and similarities between the distributions of Mendeley readership and citations across fields.

The authors analyze two issues by using in each case a common analytical framework for both metrics: the shape of the distributions of readership and citations, and the field normalization problem generated by differences in citation and readership practices across fields. In the first issue the authors use the characteristic scores and scales method, and in the second the measurement framework introduced in Crespo et al. (2013).

There are three main results. First, the citations and Mendeley readership distributions exhibit a strikingly similar degree of skewness in all fields. Second, the results on “exchange rates (ERs)” for Mendeley readership empirically supports the possibility of comparing readership counts across fields, as well as the field normalization of readership distributions using ERs as normalization factors. Third, field normalization using field mean readerships as normalization factors leads to comparably good results.

These findings open up challenging new questions, particularly regarding the possibility of obtaining conflicting results from field normalized citation and Mendeley readership indicators; this suggests the need for better determining the role of the two metrics in capturing scientific recognition.

The purpose of this paper is to assess the impact of the existence of and access to different work-family policies on employee well-being (EWB) and job performance.

Hypothesis testing was performed using a structural equation model based on a PLS-SEM approach applied to a sample of 1,511 employees of the Spanish banking sector.

The results obtained demonstrate that the existence and true access to different types of work-family policies such as flexible working hours (flexi-time), long leaves, and flexible work location (flexi-place) are not directly related to job performance, but indirectly so, when mediated by the well-being of employees generated by work-family policies. In a similar vein, true access to employee and family support services also has an indirect positive impact on job performance mediated by the well-being produced. In contrast, the mere existence of employee and family support services does not have any direct or indirect effect on job performance.

This study makes a theoretical and empirical contribution to better understand the impact that of the existence of and access to work-family policies on job performance mediated by EWB. In this sense, the authors posited and tested an unpublished theoretical model where the concept of EWB gains special relevance at academic and organizational level due to its implications for human resource management.

Este trabajo analiza los efectos de la existencia y accesibilidad de diferentes tipos de políticas trabajo-familia (WFP) sobre el bienestar y el desempeño laboral.

Para contrastar las hipótesis propuestas se aplicó un modelo de ecuaciones estructurales, utilizando el enfoque PLS-SEM, a una muestra de 1.511 trabajadores del sector financiero español.

Los resultados del análisis muestran que la existencia y accesibilidad de las WFP relativas a flexibilidad temporal, permisos largos y el lugar de trabajo no producen directamente mejoras en el desempeño, pero sí indirectamente a través del bienestar laboral que dichas políticas generan. Del mismo modo, la accesibilidad de las WFP relativas a servicios de apoyo al empleado y a su familia tiene también un efecto positivo indirecto sobre el desempeño, mediado por el bienestar generado. Sin embargo, la mera existencia de servicios de apoyo no incide ni directa ni indirectamente sobre el desempeño.

Este trabajo constituye una novedosa aportación teórica y empírica sobre el impacto de la existencia y accesibilidad de las WFP en el desempeño, considerando el papel mediador del bienestar laboral en esta relación. En este sentido, se propone y comprueba empíricamente un modelo teórico inédito en la literatura, en el que el concepto de bienestar laboral cobra especial relevancia tanto a nivel académico como por sus implicaciones prácticas para la dirección.

This research has three main objectives. First, it examines influence of gamification on the behavioral intention to use an e-commerce platform. Second, it analyzes the role of the flow state given its importance in terms of behavior in online environments. Finally, the study aims to detect and analyze differences between Millennials and Generation X.

The theoretical basis for this study stems from technology acceptance model. The extended model incorporates gamification and the optimal state of intrinsic motivation, flow state, as additional constructs. An online consumer panel was used to collect data from 253 Spanish Amazon users. A structural equation modeling, partial least squares, is proposed and multi-group moderation was studied.

Gamification in Millennials has positive and significant indirect effects on behavioral intention through the flow state. In the case of the Generation X, it has been detected that flow interferes in its perception of ease of use. The behavioral intention of using the Web page is directly correlated with the purchase intention. Companies should offer a fun interface to Millennials and an environment easier to use to the Generation X, for gamification to be successful.

This study expands the research scope in gamification by focusing on e-commerce sector, a field where scientific research is still scarcely developed. It emphasizes the importance of flow as mediator. Age differences confirm the need for segmentation when applying gamification and marketing strategies in e-commerce.

This article aims to explore the concept of chain value of the public port system in Ecuador from the perspective of importing/exporting companies, analyzing how perceived value in the use of port services affects customer satisfaction and the intermediate links of the influence of trust and commitment on customer loyalty.

Relying on a survey of 634 Ecuadorian companies with experience in international trade as port users and a theoretical framework well-established in the literature on consumer behavior, the empirical study found evidence of a positive and significant relationship with the knowledge of chain effects.

The findings confirm the chain effect and reveal ways to maintain an ongoing satisfactory, trust and committed relationship with users, thereby ultimately gaining and maintaining their loyalty. The conclusions suggest how this postulate can help to close the gap referred to the effective management of port services, and point out that port managers should be concerned with a continuous in-depth understanding of the perceived value and its chain effects.

The authors add evidence of the use of the postulate of the chain of effects on these dimensions, whose applicability is very well established, tested and consensual for the doctrine in industrial marketing. In contrast, it is scarcely present in the port relationship with its users.