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Article
Publication date: 4 May 2022

Jorge H.O. Silva, Camila Favoretto, Igor Roberto Amancio, Gilberto M.D. Ganga, Fabiane L. Lizarelli and Glauco H.S. Mendes

This study aims to examine the determinants of consumer behavioral intention to use the restaurant, concert and education services online during and after the COVID-19 pandemic.

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Abstract

Purpose

This study aims to examine the determinants of consumer behavioral intention to use the restaurant, concert and education services online during and after the COVID-19 pandemic.

Design/methodology/approach

A conceptual model based on the Unified Theory of Acceptance and Use of Technology (UTAUT) was tested via structural equation modeling by using data collected from a sample of 420 Brazilian consumers.

Findings

The results showed that performance expectancy and social influence are the most critical determinants of consumer behavioral intention to use services online during the pandemic. The results also provided evidence that the pandemic has generated significant impacts on future consumer behavior.

Originality/value

This study contributes in a multidisciplinary way to the literature on hospitality, entertainment and education services, by applying the UTAUT theory and testing the model during and after the COVID-19 pandemic context. Moreover, this study provides empirical evidence from Brazil, one of the most affected countries by COVID-19.

Details

International Journal of Quality and Service Sciences, vol. 14 no. 3
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 8 April 2020

Stefania A.B. Queiroz, Glauco H.S. Mendes, Jorge H.O. Silva, Gilberto M.D. Ganga, Paulo A. Cauchick Miguel and Maicon G. Oliveira

This study aims to examine the impact of the servitization on the performance of small and medium enterprises (SMEs) in Brazil.

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Abstract

Purpose

This study aims to examine the impact of the servitization on the performance of small and medium enterprises (SMEs) in Brazil.

Design/methodology/approach

The study uses data from Brazilian SMEs and applies partial least squares structural equation modeling (PLS-SEM) to test the research hypotheses.

Findings

The findings suggest a positive relationship between servitization and SME performance. It is found that the strategy of offering base services does impact SME performance. Furthermore, servitization aims to promote a fit between environmental pressures and SME performance.

Practical implications

SMEs can use servitization to increase their performance in spite of their resources restrictions, size limitation and low level of service revenue. However, the adoption of servitization should be accompanied by managerial adjustments in servitization practices.

Originality/value

This paper is dedicated to investigating the servitization-performance relationship in the context of SMEs, which is not a usual research publication. Moreover, it adds to the servitization theory by demonstrating that it is not necessary to reach a critical mass of services to be profitable and base services may be also a source of revenues and profits.

Details

Journal of Business & Industrial Marketing, vol. 35 no. 7
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 20 March 2017

Glauco H.S. Mendes, Maicon Gouvea Oliveira, Eduardo H. Gomide and José Flávio Diniz Nantes

The purpose of this paper is to develop a deeper understanding of the new service development (NSD) research field. It addresses its scientific production, social and intellectual…

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Abstract

Purpose

The purpose of this paper is to develop a deeper understanding of the new service development (NSD) research field. It addresses its scientific production, social and intellectual structures, and maturity.

Design/methodology/approach

This study uses a bibliometric-based literature review. Quantitative and qualitative analyses are performed on a sample of 277 NSD articles (published from 1984 to 2014). These articles are organized into four periods to improve the analyses from an evolutionary perspective: Early Writings (1984-1995), Advancing of Literature (1996-2001), Progressive Literature (2002-2008), and Recent Works (2009-2014).

Findings

The scientific production in the NSD field has grown significantly over these four periods, and the entry of new authors has extended the social structure. However, collaboration networks seem disconnected from one another. Nonetheless, the intellectual structure has shown great progress, making NSD an independent area of research and discovery from the new product development domain, with its own foundations and expansions into new topics. Although the NSD research field has not yet reached maturity, it is consistently moving toward it.

Originality/value

This study delivers a multiperspective view of research on NSD using a mixed quantitative and qualitative approach. It provides new insights into the discussion of the field’s maturity and can be used as a roadmap for academics and practitioners who would like to understand the state of existing knowledge and are looking for research opportunities.

Details

Journal of Service Management, vol. 28 no. 1
Type: Research Article
ISSN: 1757-5818

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Article
Publication date: 28 February 2023

Jorge H.O. Silva, Glauco H.S. Mendes, Jorge G. Teixeira and Daniel Braatz

While academics and practitioners increasingly recognize the impacts of gamification on customer experience (CX), its role in the customer journey remains undeveloped. This…

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Abstract

Purpose

While academics and practitioners increasingly recognize the impacts of gamification on customer experience (CX), its role in the customer journey remains undeveloped. This article aims to identify how gamification can leverage each customer journey stage, integrate the findings into a conceptual model and propose future research opportunities.

Design/methodology/approach

Since CX and customer journey are interrelated concepts, the authors rely on CX research to identify research themes that provide insights to propose the conceptual model. A systematic review of 154 articles on the interplay between gamification and CX research published from 2013 to 2022 was performed and analyzed by thematic content analysis. The authors interpreted the results according to the service customer journey stages and the taxonomy of digital engagement practices.

Findings

This article identified five main thematic categories that shape the conceptual model (design, customer journey stages, customer, technology and context). Gamification design can support customer value creation at any customer journey stage. While gamification can leverage brand engagement at the pre-service stage by enhancing customer motivation and information search, it can leverage service and brand engagement at the core and post-service stages by enhancing customer participation and brand relationships. Moreover, customer-, technology- and context-related factors influence the gamified service experience in the customer journey.

Originality/value

This article contributes to a conceptual integration between gamification and customer journey. Additionally, it provides opportunities for future research from a customer journey perspective.

Details

Journal of Service Theory and Practice, vol. 33 no. 3
Type: Research Article
ISSN: 2055-6225

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Article
Publication date: 12 July 2021

Jorge H.O. Silva, Glauco H.S. Mendes, Paulo A. Cauchick Miguel, Marlene Amorim and Jorge Grenha Teixeira

This article aims to synthesize and integrate current research on customer experience (CX), identifying the intellectual structure of the field, systematizing a conceptual…

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Abstract

Purpose

This article aims to synthesize and integrate current research on customer experience (CX), identifying the intellectual structure of the field, systematizing a conceptual framework and identifying future research opportunities.

Design/methodology/approach

To analyze 629 articles published in peer-reviewed journals in almost four decades, this study employs both bibliometric co-keyword and thematic literature analysis in a complementary way.

Findings

This article maps the CX literature by describing its intellectual structure in terms of three research domains (customer, organizational and technological), their corresponding most relevant research themes and topics. Moreover, this study develops a conceptual framework and research propositions to summarize and integrate the CX literature. This work recognizes technology as an important driver for the development of CX research. Lastly, this article provides future research opportunities for moving the field forward, considering an integrative view among domains.

Originality/value

This paper complements other reviews on CX by using a novel methodological approach (co-keyword and thematic analysis) that enables the identification and visualization of the CX intellectual structure. In addition, the study explores the increasing connection between technology and CX research, by raising evidence that technology, by continuously modifying services and consequently CX, has become a transversal component in the research field. These outcomes may be useful for academics and practitioners.

Details

Journal of Service Theory and Practice, vol. 31 no. 6
Type: Research Article
ISSN: 2055-6225

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Article
Publication date: 24 December 2020

Karina M. Serrano, Glauco H.S. Mendes, Fabiane L. Lizarelli and Gilberto M.D. Ganga

This study aimed to find factors influencing the acceptance of telemedicine for adults in Brazil. Moreover, it investigates the moderating role of disease complexity and the…

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Abstract

Purpose

This study aimed to find factors influencing the acceptance of telemedicine for adults in Brazil. Moreover, it investigates the moderating role of disease complexity and the generational digital divide phenomenon on the intention to use the telemedicine service.

Design/methodology/approach

A quasi-experiment was employed. Primary data were collected using a survey research method considering two different scenarios based on disease complexity and symptom severity. A total of 248 responses were collected using a structured questionnaire. The authors also tested these two scenarios in three generations (X, Y and Z) of adults. Partial least squares structural equation modeling (PLS-SEM) was used to analyze the collected data and test the research hypotheses.

Findings

The results indicated that performance expectancy and perceived security and reliability are two predictors of the behavioral intention to use telemedicine, whereas effort expectancy and social influence showed no statistical significance. Furthermore, the results demonstrated that adults tend to adopt telemedicine regardless of the level of disease complexity. Finally, this study does not support the existence of a digital divide in the three generations.

Originality/value

The study applies the UTAUT model to assess the telemedicine acceptance for younger generations. It examines patient risk perception (security and reliability) as one antecedent of telemedicine acceptance.

Details

International Journal of Health Care Quality Assurance, vol. 34 no. 1
Type: Research Article
ISSN: 0952-6862

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Article
Publication date: 16 October 2018

Brena Bezerra Silva, Ricardo Coser Mergulhão, Camila Favoretto and Glauco H.S. Mendes

The purpose of this paper is to identify the critical success factors (CSFs) associated with the Six Sigma (SS) implementation in companies operating in Brazil.

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Abstract

Purpose

The purpose of this paper is to identify the critical success factors (CSFs) associated with the Six Sigma (SS) implementation in companies operating in Brazil.

Design/methodology/approach

The research was tested based on survey questionnaire responses from a sample of 45 Brazilian manufacturing and services companies that have implemented SS programmes. An exploratory factorial analysis (EFA) was conducted to statistically identify conclusions regarding CSFs in SS implementation.

Findings

Based on the survey of empirical data, the investigated individual CSFs were reduced in five main critical factor categories: data availability, prior infrastructure and training, goals and gains, implementation of the solution and resistance to change. They have been shown to be the extremely important factors for SS implementation in Brazilian companies.

Practical implications

This study helps SS managers focus on the most effective factors (best practices) in SS implementation. Consequently, this may guide a company’s resources allocation and efforts to guarantee a successful SS implementation.

Originality/value

Despite a vast body of literature in SS CSFs, this paper demonstrates those factors within a Brazilian context. Moreover, the tested content of this study fills the research gap by providing reliable and useful CSFs of SS implementation, which contributes to increase the external validity of the SS construct. On top of that, although the results reinforce the importance of well-known, traditional CSFs in SS implementation, they also identify contingent factors related to risk perception, which are barely mentioned in previous literature.

Details

International Journal of Lean Six Sigma, vol. 10 no. 1
Type: Research Article
ISSN: 2040-4166

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Article
Publication date: 24 August 2022

Maicon Gouvea de Oliveira, Glauco Henrique de Sousa Mendes and Karina Mendes Serrano

This study investigates the intellectual structure of the front-end of innovation (FEI) research field and elaborates a lifecycle model, which embraces the FEI progress and…

604

Abstract

Purpose

This study investigates the intellectual structure of the front-end of innovation (FEI) research field and elaborates a lifecycle model, which embraces the FEI progress and conceptual development.

Design/methodology/approach

This study analysed 355 papers published from 1987 to 2020 in the Scopus and Web of Science databases through bibliometrics, network analysis and content analysis.

Findings

This study reveals FEI research themes and topics and explores their evolution through three periods. In addition, following a lifecycle approach, it also sets the research field foundation and discusses the maturity and potential progress of the FEI intellectual structure.

Originality/value

This study complements the existing FEI reviews by capturing the most relevant topics in the area, showing how these topics relate to each other to form the intellectual domain and providing insights concerning the research progress through different lifecycle stages. It also extends the FEI database used in the other literature reviews.

Details

European Journal of Innovation Management, vol. 27 no. 2
Type: Research Article
ISSN: 1460-1060

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Article
Publication date: 1 July 2021

Guilherme Sales Smania, Glauco Henrique de Sousa Mendes, Fabiane Letícia Lizarelli and Camila Favoretto

This study aims to validate a model of relationships between critical factors such as service strategy, culture-climate, leadership, customer involvement, technology strategy and…

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Abstract

Purpose

This study aims to validate a model of relationships between critical factors such as service strategy, culture-climate, leadership, customer involvement, technology strategy and service innovation (SI). Moreover, it investigates the impact of SI on a company’s performance and the moderating role of digitalization in the relationships between critical factors and SI.

Design/methodology/approach

Primary data were collected through a survey and partial least squares structural equation modeling was used to analyze the collected data and test the research hypotheses.

Findings

The results suggest positive associations of service strategy toward culture-climate, leadership, customer involvement and technology strategy in terms of significance and effect size. However, only two factors (e.g. customer involvement and technology strategy) positively influence SI, which affects financial and non-financial performance. Furthermore, digitalization does not strengthen the influence of four antecedents (i.e. culture-climate, leadership, customer involvement and technology strategy) in SI.

Originality/value

First, the study provides a comprehensive framework of SI critical factors and their impact on company performance. Second, it links servitization, SI and digitalization. Third, it tests the effects of digitalization.

Details

Journal of Business & Industrial Marketing, vol. 37 no. 3
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 9 July 2024

Camila Favoretto, Glauco Henrique de Sousa Mendes, Renata de Oliveira Mota, Moacir Godinho Filho, Lauro Osiro and Gilberto Miller Devós M.D. Ganga

This paper aims to identify the interrelationships among critical factors for digital servitization (DS) implementation.

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Abstract

Purpose

This paper aims to identify the interrelationships among critical factors for digital servitization (DS) implementation.

Design/methodology/approach

A multi-method research was used. Critical factors for a successful DS implementation were identified using a systematic literature review and expert interviews. The interpretive structural modeling (ISM) method was used to develop a hierarchical model of the identified factors, followed by the fuzzy Matrice d’Impacts Croisés Multiplication Appliqués à un Classement (MICMAC) analysis to assess their dependence and driving powers.

Findings

A total of 23 factors for DS implementation were identified, and the ISM model was developed. Based on MICMAC analysis, the factors were also grouped under four categories (dependent, driving, autonomous and linkage). A conceptual framework is proposed, highlighting that DS implementation relies on three main layers of critical factors: crafting alignment, scaling the change and achieving results.

Originality/value

The ISM and fuzzy MICMAC methods used in this study provided valuable insights into the interrelationship among the identified DS factors through a conceptual framework. To the best of the authors’ knowledge, the study is one of the first to identify critical factors influencing DS implementation and develop hierarchical relationships among them.

Details

Journal of Business & Industrial Marketing, vol. 39 no. 9
Type: Research Article
ISSN: 0885-8624

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