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The purpose of this paper is to investigate consumer channel preferences and the motives that induce consumers to use a particular channel in a context of multichannel contact.

This paper analyses some factors that influence consumer behaviour in channel selection through an empirical study in the financial sector. Some hypotheses are presented and tested.

The paper reveals the influence of some variables (perceived convenience, social relationships, knowledge of channel and privacy) on the channel selected (counter, ATM or internet) for the performance of certain operations with the company.

To generalise these findings this study needs to be replicated in other geographical areas and companies.

The multichannel contact centre is one of the fundamental pillars of customer relationship management. It is not enough simply to have the necessary technology (hardware, software and telecommunications). Companies must investigate consumer channel preferences and the motives that induce consumers to use a particular channel.

This study is a reflection on the new environment of the relationship between companies and their clients due to the influence of new information and communication technologies. In this new context, knowledge of the consumer is as necessary as knowledge of the technology.

The purpose of this case study is to describe the Costa Rican coffee roaster and retail company Grupo Britt and provides sufficient information for readers to discuss the company's growth options in the US and Latin American markets. It has been prepared to facilitate discussion and learning about appropriate growth strategies and the building, positioning and branding of companies from emerging economies within the internationalization processes.

The case study is based on primary research conducted in conjunction with the company, including interviews with senior management and an ample review of documents. Secondary research was also conducted into the relevant environmental, industry and competitor trends and characteristics.

The case presents the ways in which Grupo Britt has been successful in developing a new business model based on the concept of a “sense of place.” This translates as meaning that the company generates products and services that highlight the particular characteristics of the place(s) in which it operates.

This is a complex, in‐depth case study suitable for use with advanced MBA students and practitioners. Depending on the aims of the instructor, different aspects of the case can be highlighted and it can be used in a course or module focussing on strategies for growth or internationalization, international business or marketing, or brand management

This case illustrates the challenges that Pollo Campero, a Guatemalan fast food company, faces when expanding in the US market. The purpose of this paper is to stimulate a discussion about consumer segmentation, competitive strategy and the internationalization of emerging market multinationals.

The case study is based on primary research conducted in conjunction with the company, including interviews with senior management and an ample review of documents. Secondary sources have been used to gather information about the industry, the US market and consumer segments.

The case illustrates that Pollo Campero was initially very successful in the US market because it appealed to consumers of Central American origin. It found it harder to appeal to a broader range of US consumers, who had no emotional attachment to the brand.

This is a complex, in-depth case study suitable for use with advanced MBA students and practitioners. Depending on the aims of the instructor, different aspects of the case can be highlighted and it can be used in a competitive strategy class as well as in a corporate strategy class or a strategic marketing course. It can be used in a class focussing on brand, positioning and consumer segmentation, a class on competitive strategy in the fast food industry, or a class on the international strategy of emerging market multinationals.

The purpose of this paper is to present a quantitative and qualitative synthesis of the diverse academic proposals and initiatives for preventing and eliminating hate speech on the internet.

The foundation for this study is a systematic review of papers devoted to the analysis of hate speech. It has been conducted using the Preferred Reporting Items for Systematic reviews and Meta-Analyses (PRISMA) protocol and applied to an initial corpus of 436 academic texts. Having implemented the suitability, screening and inclusion criteria, this corpus was refined to a sample of 74 articles.

The main subject categories studied in this corpus of academic research are legal issues and social media. In the majority of the articles, the use of hate speech via social media is associated with five typologies: religion, cyber racism, political slurs, misogyny and attacks on the LGTBI community. The absence of ethical reflection is one of the major shortcomings of IT-focused research and analysis devoted to online hate speech.

To date various systematic reviews have been presented, and they focus on detecting or describing hate speech. These have used either the search appraisal synthesis analysis framework or the Cochrane network. The PRISMA protocol was applied for this study, and both Scopus and texts in German were included. To date no major, rigorous systematic review has been undertaken of proposals to combat hate speech.

The link between hate speech and poverty has not been studied in depth within the academic sphere. Tolerance and ethical compassion are not granted the attention they merit when it comes to analysing the phenomenon of hate speech.

Buyers (renters) and sellers (hosts) on peer-to-peer (P2P) room-sharing websites make purchasing/selling decisions based on each other’s demographic information published in the cyber marketplace. Nevertheless, how this reciprocal selection based on the similarities between renters and hosts may lead to a successful P2P transaction of such services has not yet been discussed. Building on the similarity–attraction paradigm, this study assessed the similarity effects between renters and hosts on the likelihood of a P2P room-sharing transaction.

A logistical regression model was employed in analysis, using a large-scale, granular online observational data set collected from Xiaozhu.com, a primary home-sharing platform in China.

Renter–host similarities in age and education significantly affect the likelihood of a P2P room-sharing transaction. As the number of listings managed by a host increases, the effect of age similarity decreases. While a renter’s experience with a room-sharing website negatively moderates the similarity effect of age, it is a factor positively moderating the similarity effect of education.

Other possible host–renter similarities were not analyzed due to the limitation of the data source. The reciprocal selection process for room-sharing services was acknowledged by integrating buyers’ and sellers’ data into one analysis.

Implications are advanced for the stakeholders of room-sharing business, including entrepreneurs running a room-sharing website, operators of short-term residential rentals and hoteliers.

This study represents a first attempt to research the buyer–seller similarity effects on the likelihood of a P2P transaction in sharing economy.

Plastics waste management is a critical agenda for the global community. Recycling is the most important strategy option for recovering plastics wastes. This study aims to review reverse logistics (RL) implementation practices and conceptualizing it to the plastic recycling system.

The paper is organized after evaluating the studies related to plastics waste recycling and analyzing the available frameworks to use RL as a strategic tool.

The paper has investigated that previous research on RL implementation focused on a few stages of RL activities and did not include the most important issues. However, for successful RL implementation, taking into account the whole stage and including the most important factors is very important. To elaborate on this finding a new conceptual framework is developed.

The paper is fully based on literature review and international reports. The developed framework is required for further empirical validation in the plastics sector.

The paper has considered the important issues and the applications of those factors that can improve plastics recycling performances.

This study can enhance the active involvement of main actors (plastics producers, users, municipal and recyclers) in the plastics recycling system.

This paper deliberates on how RL can be conceptualized and implemented in plastics recycling systems in considering the most important factors for plastics recycling.

This paper aims to analyze the interrelationship that exists between expectancy-value and achievement goals as factors that are decisive for participants’ higher engagement in 12 massive open online courses (MOOCs) on energy sustainability and to determine the profile of participants achieving higher success rates.

A qualitative–quantitative study of correlational and descriptive scope is carried out on two instruments based on pre- and post-tests of 6,029 participants, which is followed by a qualitative data analysis distributed by code families to identify participants’ main motivations to take MOOCs.

The results showed a positive moderate-high correlation between expectancy-value and achievement goals, which means in a practical sense that the participants’ subjective estimates of the possibility of reaching their goals prior to the beginning of the course were fulfilled, as the intentionality of the subjects-participants was positive with respect to the contents imparted.

The profiles of participants with a higher tendency to successfully finish the course and with high rates of engagement share the following characteristics: having previously and successfully finished more than one MOOC; taking the MOOC for work purposes (promotion, seeking better job opportunities, etc.); and having intrinsic motivation, that is, not depending on external factors such as obligations and certifications.

This research suggests that there are pre-educational factors that define the trend of successful completion of MOOCs, based on expectancy-value (e.g. previous experiences with other MOOCs) and achievement goals (e.g. job improvement), with external motivational issues such as completion certificates being less prevalent in the learning intention.

The purpose of this study was to determine the factors associated with functionality, a clinical criterion that could predict frailty in the elderly people in a rural context.

This project is a cross-sectional descriptive analysis of 342 adults of age >60 years who are residents of Putumayo province in Colombia. Information regarding demographic characteristics, medical history, health perception and current illness was collected. The Mini-Mental State Examination (MMSE) protocol was used to perform cognitive evaluation; the Yesavage Geriatric Depression Scale was used to establish depressive symptoms; and the Hamilton Rating Scale was used to assess anxiety level. Questionnaire was used to evaluate performance on instrumental activities of daily living that lead to functional independence [daily life questionnaire (DLQ)]. The medical outcomes study scale was used to assess social parameters.

A moderate and negative correlation was found between the DLQ score and age (r = −0.49; 95% CI: −0.57 to −0.47), whereas a positive correlation was found with education (r = 0.17; 95% CI: 0.07–0.27). Older adults with economic independence achieved a higher score in functional performance than those with economic dependence (standardized mean difference = 0.55; 95% CI: 0.33–0.77). This study observed a moderate correlation a moderate correlation between the MMSE cognitive performance (r = 0.56; 95% CI: 0.48−0.63) and the depressive symptomatology of Yesavage Scale (r = −0.36, 95% CI: −0.44 to −0.26). Finally, the structural model determined that age (r = −0.37), economic dependence (r = −0.383) and cognitive state (r = 0.309) determine the functional component.

This study provides empirical support about older adults living in rural contexts, around the functionality variable from a multidimensional approach, highlighting the sociodemographic and cognitive variables. Consequently, the policy of social support in older adults must be oriented toward the development of a range of divergent intervention strategies.

The study deals with the assessment of functionality in the elderly people from an interdisciplinary approach in the rural setting which presents a greater risk of physical and socioeconomic vulnerability. Therefore, the community, the health professionals and the government entities should help implement active aging programs for this population.

The purpose of this paper is to explore when and how Korean firms learn from internationalization to develop new competencies to serve an international market.

This study adopted a contingency perspective to examine the relationship between organizational coordination and organizational implementation capabilities. A conceptual framework was tested based on data obtained from Korean firms.

The results suggested a discrepancy between the direct and indirect influences of internationalization. On the one hand, there is an inverted U-shaped pattern in the direct relationship between internationalization and organizational implementation capabilities; that is, high levels of internationalization may reduce organizational implementation capabilities. On the other hand, the evidence for a U-shaped moderation suggests that high levels of internationalization can help a firm become capable of amplifying the value of cross-functional coordination in organizational implementation capabilities. In addition, technological changes weaken the positive impact of organizational coordination on organizational implementation capabilities.

Empirical research on the role of internationalization and dynamic environments in the context of new product development (NPD) affirms the importance of testing the curvilinear moderation beyond a linear two-way interaction.

The present study offers insights into the importance of high levels of internationalization in enabling Korean firms to create effective cross-functional coordination to serve an international market with new products.

This is the first review focusing on the role of internationalization in NPD.

Massive open online courses (MOOCs) have been gaining popularity as non-formal lifelong learning educational platforms. However, they have been criticized for their low completion rate and low ability for networking. The purpose of this paper is to analyze how incorporating entrepreneurial competencies in MOOCs develops attributes of educational innovation and collaborative projects.

The research followed a three-stage process: in first stage, a comprehensive literature review was conducted to identify dimensions of entrepreneurial skills and attributes of educational innovation in MOOCs. In the second stage, a quantitative study was carried out, based on the analysis of pre- and post-test surveys taken by a sample of 6,517 participants. In the last stage, the interaction analysis model/computer-mediated communication analysis model was applied through qualitative analysis, using the MAXQDA tool to identify if entrepreneurship opportunities were generated in the interactions within the discussion forums of the MOOCs.

The results show that the analyzed MOOCs have an overall completion rate of 12.55 per cent, above the average of the rates found in the literature review. However, only 14.29 per cent of the participants expressed at least one opportunity to generate ventures related to the topics of energy in the discussion forums.

This research could help instructional designers and universities to consider the inclusion of entrepreneurship issues in the design of MOOCs’ content and to encourage more activities that promote networking among participants, to identify business potential from the educational materials.

This research is one of the very few studies on entrepreneurship competencies in MOOCs to understand how the inclusion of issues related to entrepreneurship in MOOCs can generate a positive impact on participants.