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The purpose of this study is to contribute to a better understanding of the antecedents and consequences of loyalty to consumer networks hosted by companies in the scope of social networking sites (SNS). These company social networks (CSNs) have traditionally been studied as online brand communities but more research is needed to understand their role for host companies.

This study identifies CSN performance dimensions (host reputation, informativeness, communication self-expressiveness, rewarding activity and consumption support) and analyzes how they influence attitudes and behavioral intentions toward CSNs (identification with the community, satisfaction and loyalty) and toward the host company (satisfaction and loyalty). A conceptual model is tested through a survey administered to members of a large grocery retailer CSN on Facebook.

Results show that all six identified performance dimensions significantly impact CSN loyalty. However, while self-expressiveness, communication and rewarding activity (which are closely related to social and hedonic value) are predictors of loyalty to the CSN, through the mediation of identification with the community, they neither indirectly (through the mediation of identification) nor directly impact satisfaction with the host. Conversely, informativeness, communication and host reputation are good predictors of loyalty to the CSN, through mediation of satisfaction with the CSN, and also exert an indirect positive influence on satisfaction with the host. Finally, consumption support positively influences loyalty to the CSN through the mediation of identification with the community and directly positively influences satisfaction with the host company.

These results reveal the dichotomous nature of CSNs, as communities of people with shared interests and supplementary services created by companies to add value to their core offering. While perceptions regarding the community facet are independent from attitude toward the host, perceptions regarding supplementary service are significant predictors of satisfaction with the host. These results offer implications for future research and management of companies’ social media presence.

Social network sites are key marketing tools that allow brands to connect and engage with consumers. However, there is still a lack of evidence of their value for football brands. This research aims to understand the motivations for fans to engage with their favourite football brands on Facebook and Instagram.

An online survey was performed, resulting in 214 valid responses. As the social media strategy followed by the football brand analysed was built around games, the authors divided fans into two groups based on the main method in which the club's games are watched: in stadium versus mediated. Multiple linear regression analysis was used to explore the relationship between motivations and fans' engagement, through content consumption and contribution, on Facebook and Instagram. Analysis was performed first with the whole sample and then by group (stadium attendance vs mediated attendance fans).

The findings show that social influence, entertainment, searching for information and rewards are the most relevant motivations for consumers to engage with brand-related content on Facebook. Entertainment, rewards and social influence are the main motivations influencing consumer interactions on Instagram. Group moderation was only confirmed in the impact of social influence on Facebook page content consumption.

The results provide valuable insights into the social media marketing activities of sports brands, which will assist brand managers to develop strategies for effectively stimulating engagement with the different groups of fans.

The aim of this paper is to apply the SERVQUAL model to evaluate the quality perceived by customers in the context of family hotel management in Portugal. More specifically, to assess the influence of interpersonal relationships (service providers and customers) in family business services in the wine tourism segment (i.e. wine hotel and spa). In this way, it aims to provide data that can support this family hotel to reinforce the quality of the services provided to guests and therefore their satisfaction and loyalty.

The statistical techniques, using Microsoft Excel 2016^® and SPSS Statistics 25.0^®, were multivariate for the analysis and validation of the results. In this analysis it can be seen that except the empathy dimension, in which the evaluation of perceived quality is positive, i.e. customer perceptions were higher than expectations, the remaining dimensions of the SERVQUAL model were negative. The safety dimension ranked second, followed by service delivery dimensions, problem solving and tangibility.

The results show that the empathy dimension positively influences the evaluation of the perceived quality and thus also the satisfaction and loyalty of guests to the family hotel in the wine tourism segment. So, it is recommended that the hotel management of this family hotel reinforces service quality by investing in the improvement of physical facilities, problem-solving capacity, and service delivery, to obtain higher levels of perceived quality service and hence customer satisfaction and loyalty and, simultaneously, increase its performance and organizational sustainability.

In addition to the direct contributions to the hotel management of this family business hotel, this study contributes to the development of the marketing scientific area, tourism and hospitality industry.

Several studies argue that the competitive advantage of the hotel business is based on the creation of value and of experiences for the customer, but in the context of family hotels, the creation of value for the customer is even more relevant, given the characteristics of this type of business, such as its small size and the reduced number of employees. Family hotels should invest in tools and techniques that allow them to create value for the customer through the quality of service offered to their guests.

This paper aimed to evaluate perceived quality in the context of family hotel management in Portugal. In particular, the contribution of interpersonal relationships (between service providers and guests), in hotel services in the wine tourism segment in Portugal. According to the analysis of the results of the exploratory study to Hotel context, it was concluded that there are differences between the perceptions and expectations of hotel guests.

Although the multi-criteria technique analytic hierarchy process (AHP) has successfully been applied in many areas, either selecting or ranking alternatives or to derive priority vector (weights) for a set of criteria, there is a significant drawback in using this technique if the pairwise comparison matrix (PCM) has inconsistent comparisons, in other words, a consistency ratio (CR) above the value of 0.1, the final solution cannot be validated. Many studies have been developed to treat the inconsistency problem, but few of them tried to satisfy different quality measures, which are minimum inconsistency (fMI), the total number of adjusted pairwise comparisons (fNC), original rank preservation (fKT), minimum average weights adjustment (fWA) and finally, minimum L1 matrix norm between the original PCM and the adjusted PCM (fLM).

The approach is defined in four steps: first, the decision-maker should choose which quality measures she/he wishes to use, ranging from one to all quality measures. In the second step, the authors encode the PCM to be used in a many-objective optimization algorithm (MOOA), and each pairwise comparison can be adjusted individually. The authors generate consistent solutions from the obtained Pareto optimal front that carry the desired quality measures in the third step. Lastly, the decision-maker selects the most suitable solution for her/his problem. Remarkably, as the decision-maker can choose one (mono-objective), two (multi-objective), three or more (many-objectives) quality measures, not all MOOAs can handle or perform well in mono- or multi-objective problems. The unified non-sorting algorithm III (U-NSGA III) is the most appropriate MOOA for this type of scenario because it was specially designed to handle mono-, multi- and many-objective problems.

The use of two quality measures should not guarantee that the adjusted PCM is similar to the original PCM; hence, the decision-maker should consider using more quality measures if the objective is to preserve the original PCM characteristics.

For the first time, a many-objective approach reduces the CR to consistent levels with the ability to consider one or more quality measures and allows the decision-maker to adjust each pairwise comparison individually.

The current pilot study explored food insecurity, food waste, food related behaviours and cooking confidence of UK consumers following the COVID-19 lockdown.

Data were collected from 473 UK-based consumers (63% female) in March 2020. A cross-sectional online survey measured variables including food insecurity prevalence, self-reported food waste, food management behaviours, confidence and frequency of use of a range of cooking methods, type of food eaten (ultra-processed, semi-finished, unprocessed) and packaging type foods are purchased in.

39% of participants have experienced some food insecurity in the last 12 months. Being younger, having a greater BMI and living in a smaller household were associated with food insecurity. Green leaves, carrots, potatoes and sliced bread are the most wasted of purchased foods. Polenta, green leaves and white rice are the most wasted cooked foods. Food secure participants reported wasting a smaller percentage of purchased and cooked foods compared to food insecure participants. Overall, participants were most confident about boiling, microwaving and stir-frying and least confident with using a pressure cooker or sous vide. Food secure participants were more confident with boiling, stir-frying, grilling and roasting than insecure food participants.

This has implications for post lockdown policy, including food policies and guidance for public-facing communications.

We identified novel differences in self-report food waste behaviours and cooking confidence between the food secure and insecure consumers and observed demographics associated with food insecurity.

This paper presents an algorithm that can elicitate all or any combination of parameters for the ELECTRE II, III or IV, methods. The algorithm takes some steps of a machine learning ensemble technique, the random forest, and for that, the authors named the approach as Ranking Trees Algorithm.

First, for a given method, the authors generate a set of ELECTRE models, where each model solves a random sample of criteria and actions (alternatives). Second, for each generated model, all actions are projected in a 1D space; in general, the best actions have higher values in a 1D space than the worst ones; therefore, they can be used to guide the genetic algorithm in the final step, the optimization phase. Finally, in the optimization phase, each model has its parameters optimized.

The results can be used in two different ways; the authors can merge all models, to find the elicitated parameters in this way, or the authors can ensemble the models, and the median of all ranks represents the final rank. The numerical examples achieved a Kendall Tau correlation rank over 0.85, and these results could perform as well as the results obtained by a group of specialists.

For the first time, the elicitation of ELECTRE parameters is made by an ensemble technique composed of a set of uncorrelated multicriteria models that can generate robust solutions.

A radical set of social and structural shifts in the last years has transformed the world, bringing a confusing order that few have been able to predict. Common sense information and myths about Millennials’ generation define them as being very homogeneous and different from other generations, which would be already a complex dimension to analyze. However, the complexity increases according to some studies that suggest that other generations have a flawed perception of Millennials. Based on this, the purpose of this chapter is to assess the self-image Millennials regarding consumption behavior and compare it with how they are perceived by other generations, namely, Boomers and Generation Xers. Identifying and understanding the differences could assist in improving the ability to market to them. To conduct this study, a survey was developed to collect data from each group of interest located in the same institutional setting to avoid institutional distance. The constructs included were Technology Savviness, Social Responsibility, Environmental Concern, Status Consumption, and Brand Loyalty. The final sample consisted of 342 participants where 182 were Millennials (53.8%) and the remaining 160 were either Baby Boomers or Generation Xers (42.8%). The current results support the idea of differences between self and other perception, although not in every dimension. The results show that Millennials and older generations have different perceptions regarding Millennial technology savviness, social responsibility, status consumption, and brand loyalty. Environmental concern was the only dimension where the self-opinion of Millennials did not differ from the other generations. Current findings are pertinent because differences in Millennial’s behaviors are important for companies addressing international markets. These results challenge research conducted in other cultural landscapes and call for the need to validate the typical pattern, which lays over the idea that there are significant differences among Millennials’ self-perception and perception of others about them. Because this information provides useful knowledge for brands to become more effective, it is crucial for managers of companies conducting business in a global context to be acquainted with it. This will promote the possibilities to create and maintain close relationships with the Millennials, taking into account the institutional setting in which they grew up. Finally, this study emphasizes the importance of environmental concerns in the current world, which may have the power to unite different generations for a single global cause, thus sorting out some of the confusion.

This article seeks to contribute to a better understanding of company social networks (CSNs), which constitute people connected to a company or brand through a social networking site. To this end, the research addresses both participation goals and CSN attributes that drive participation in CSNs.

With a grounded theory approach, this research begins with an exploratory study of the page maintained by a large retailer for six months, followed by a qualitative study featuring in-depth individual interviews and focus groups with 26 members of the CSN.

The results highlight differences between CSNs and other types of online communities (OCs). Members rely on the company to help them achieve their goals; few count on their CSN peers, with whom they maintain weak ties. Unlike in brand communities (BCs), most members are not enthusiasts but instead engage in a pragmatic relationship with the brand.

CSNs can create value for both the host company and its members; active management is necessary to unlock that potential. The implications for CSN management include strategies to foster participation and increase value for companies and members.

Although the previous research has studied OCs, specific research on CSNs is scarce. This study characterizes CSNs and provides details regarding participation factors in this new context, as well as relevant implications for CSN management and service research.