Cláudio Hoffmann Sampaio

Impacto dos recursos da empresa na performance de inovação

The resource-based view of the fi rm highlights the importance of internal resources in competitive advantage creation. Recently, there has been much interest in the role of internal resources in contributing to the creation of competitive advantage, especially its impact on innovation performance. In this sense, this article presents details of a study that had the objective to verify the effect of firm resources – market orientation, managerial capabilities, customer linking capabilities, human resource assets, market innovation capabilities – on innovation performance, considering companies of Brazil. The results, found with the application of structural equations modeling technique, pointed out the infl uence of resources, assets and firm capabilities on innovation performance.

A Meta-Analysis of the Antecedents and Consequences of Satisfaction in Tourism and Hospitality

The authors conducted a meta-analysis aggregating empirical findings on satisfaction in the tourism and hospitality literature. This article features this meta-analysis (k of conditions = 125; o of conditions = 292, and N = 82,913) of empirical studies and aims to identify the related dimensions of satisfaction in tourism and hospitality by evaluating its primary antecedents and consequences. The findings indicated that satisfaction correlated with both antecedents (quality, destination image, environment, perceived value, hedonic value, utility value, and monetary value) and consequences (purchase intention, loyalty, trust, and word-of-mouth). In addition, possible moderators of the relationship between the constructs of antecedents and consequences of satisfaction (sample type, application of research, and sample size) have also been examined. After discussing these findings, the authors concluded with a discussion of the implications for practice and further research.

A meta-analysis of satisfaction in the banking sector

Purpose n n n n nThe purpose of this paper is to present a systematic framework with a meta-analytical approach to distinguish various types of antecedents and consequences of satisfaction in the banking sector. n n n n nDesign/methodology/approach n n n n nThe authors conducted searches in 13 databases and analysed 811 relationships in 210 articles. For the quantitative data analysis, the authors used the coefficient of correlation r as a metric variable to measure the effect size of the studied scope variables. n n n n nFindings n n n n nThe findings of this meta-analysis demonstrated ten dimensions that directly influence satisfaction in the banking sector: a bank’s atmosphere, special treatment and relational benefits, timesaving features, the dimensions and determinants of service quality, customers’ overall perceptions of service quality, end-user computing, service recovery, external factors, strategic orientation and behavioural outcomes. These ten dimensions were derived from 55 variables. n n n n nResearch limitations/implications n n n n nThis meta-analysis reviewed relationships found worldwide in the literature, expanding and improving the current knowledge. It identified ways that research on satisfaction in the banking sector is lacking and presents suggestions for the elaboration of new studies to allow future researchers to better define their agendas. n n n n nPractical implications n n n n nThe results show that managers should care about satisfaction because it results from the consumer’s banking experience. The ten dimensions affect satisfaction to differing degrees. n n n n nOriginality/value n n n n nThis research tested the impact of the antecedents and consequences of satisfaction in the banking sector and presented important results through this meta-analytical review. This meta-analysis contributes to the marketing literature, with a set of empirical generalizations, including relationship coefficients and calculated fail-safe numbers.

Loyalty's Antecedents: A Cross-Sector Study

ABSTRACT This article presents the details of a study aimed at empirically verifying the constructs of trust, value, and satisfaction as antecedents of loyalty. Furthermore, the article investigates the debate on the differences in magnitude of influential relations by antecedent constructs on loyalty in three distinct activity segments in Brazil–Clothing Retail, the Banking Sector, and Distance Education. The results of the cross-sector research pointed out the relevance of value as the most significant antecedent of customers loyalty. These results also showed the importance of each of the antecedents studied in building customers loyalty. Academic and management implications are presented. RESUMEN. Este artículo presenta los detalles de un estudio orientado a verificar empíricamente la construcción de la confianza, valor y satisfacción como precursores de la lealtad. Además, el artículo investiga el debate sobre las diferencias existentes en la dimensión de las relaciones de influencia por los precursores que construyen la lealtad, observados en tres segmentos de actividades específicos en Brasil–Ropa al por Menor, el Sector de la Banca, y Educación a Distancia. Los resultados de la investigación trans-sectorial señalaron la importancia del valor, como uno de los precursores más importantes de la lealtad del cliente, demostrando también la importancia que cada uno de dichos precursores estudiados ejerce sobre la lealtad de los clientes. Además, también presentamos las implicancias académicas y gerenciales/ administrativas. RESUMO. Este artigo apresenta os detalhes de um estudo que visa verificar empiricamente os conceitos de confiança, valor e satisfação como antecedentes da fidelidade. Além disso, o artigo investiga o debate sobre as diferenças na magnitude das relações de influência exercidas pelos conceitos antecedentes sobre a fidelidade em três segmentos de atividade àdistintos no Brasil: comércio varejista de roupas, setor bancário e educação distância. Os resultados da pesquisa intersetorial apontaram para a importância do valor como o antecedente mais significativo da fidelidade dos clientes. Esses resultados também mostraram a importância de cada um dos antecedentes estudados para o de senvolvimento da fidelidade dos clientes. As implicações acadêmicas e gerenciais são apre-sentadas.

Apps for mobile banking and customer satisfaction: a cross-cultural study

Purpose n n n n nBy specifically focussing on the use of mobile banking apps, the purpose of this paper is to examine how perceived justice moderates the relationship between the benefits offered by mobile banking and the consequences of satisfaction with mobile banking. This research employs a model in which mobile banking offers comprehensive benefits, satisfaction and consequences that favour mobile banking; in addition, the model also tests the moderating role of perceived justice and uncertainty avoidance in this context. n n n n nDesign/methodology/approach n n n n nThis survey study was conducted among bank customers who suffered service failure with certain mobile banking apps. The surveys were collected in three different countries: Brazil, India and the USA. A total of 383 questionnaires were collected. Confirmatory factor analysis and structural equation modelling were applied to analyse and test the hypotheses of this study. n n n n nFindings n n n n nThe results indicate that the benefits offered by mobile banking are positively related to customer satisfaction. Additionally, three consequences of customer satisfaction were analysed: trust, loyalty and positive word-of-mouth. Regarding the context of service failure, the influence of offered benefits on customer satisfaction was significantly different between customers with high and low perceived justice. Uncertainty avoidance (Brazil, USA and India) was not a significant moderator in this study. n n n n nPractical implications n n n n nThe model can be useful for banks to understand perceived justice. Additionally, managers can use the study’s results to develop strategies to better serve customers. n n n n nOriginality/value n n n n nThe main contribution is to extend previous research on the benefits offered by mobile banking and the consequences of satisfaction with mobile banking, which includes studies on service failure and perceived justice.

The antecedents of export performance of Brazilian small and medium-sized enterprises (SMEs): The non-linear effects of customer orientation

This article examines the determinants of customer orientation and the quadratic effects of customer orientation on export performance. The relationship between customer orientation and export performance has been assumed to have a linear relationship, neglecting the possibility of non-linear relationships. While most studies have been conducted in developed countries, we test our model in Brazil, an emerging market economy. The findings suggest that technology intensity and competitive intensity are key determinants in explaining success in an export market. Our findings also indicate that the relationship between customer orientation and export performance is quadratic (U-shaped) rather than linear. The implications of these findings are discussed.

Experiential value and domain-specific innovativeness during freemium game usage: effects on child well-being

Purpose n n n n nIn specifically examining uses of freemium applications for children, this study aims to investigate the effects on user well-being after the experiential value by examining the influence of experiential value in terms of domain-specific innovativeness; the impact of domain-specific innovativeness in terms of child well-being; the moderating role of child socialization; and the relevance of contextual variables associated with media exposure during freemium game use. n n n n nDesign/methodology/approach n n n n nThe study is based on a survey of children who had downloaded freemium games on their smartphones. A total of 410 completed questionnaires were collected from children of 9 to 12 years of age. Confirmatory factor analyses and structural equation models were applied to examine and test the study hypotheses. n n n n nFindings n n n n nThe results indicate that experiential value influences domain-specific innovativeness; domain-specific innovativeness is a significant predictor of well-being; parental materialism and communication with friends significantly moderates domain-specific innovativeness and well-being; and contextual variables do not influence the model. n n n n nPractical implications n n n n nPublic policy managers should be cognizant of these results and should make every effort to prevent the identified relationships from becoming too strong, given the strong effect of domain-specific innovativeness on child well-being. n n n n nOriginality/value n n n n nThis paper contributes to the extant literature by incorporating experiential value and domain-specific innovativeness variables within a comprehensive model and by accounting for the effects of relevant contextual variables and the moderating role of child socialization.

Susceptibility to Advertising and Perceived Friend Norms: A Meta-Analysis of Materialism in Youths “Meta-Analysis of Materialism in Youths”

ABSTRACT This study presents a meta-analysis assessing the antecedents that are associated with the influence that advertising and friends behaviours have on the formation of materialistic behaviours in youth. We carried out a systematic review in which we identified an initial 217 studies. Of these, 32 were ultimately included in the analysis. Our results revealed significant relationships for the constructs associated directly with susceptibility to advertising (advertising viewing attitudes, attention to advertising, celebrity endorsements in advertising, advertising exposure and TV viewing frequency) and for perceived friends norms (friends attitudes, social comparisons with friends and communication with friends) with materialism in youth.

The role of Agility and Institutional Barriers in the relationship between Learning Orientation and Performance

Learning oriented organizations possess unique characteristics that allow them to be ahead of competitors and achieve competitive advantage. These firms are able to gather, process and use cutting-edge information and knowledge that take them to a higher baseline, developing competences able to transform members ‘mindsets, foresee and adapt itself according to the environment adversities, promote internal and external innovations and, as a consequence, achieve superior performance outcomes. The field literature about the relationship between learning orientation (LO) and performance (PE) points out the benefits of mediators in order to enhance results. Based on previous empirical research results, two important and unpublished constructs of these relationship are investigated in this article: Agility, relating to the speed knowledge is used in organization’s favor, and Institutional Barriers, obstacles that tend to block the learning process impeding to achieve better results. Therefore, this study purpose was to identify the roles of agility and institutional barriers in the relationship between LO and PE, through a literature review. It was possible to conclude that there is no study that relates this two relevant constructs to the LO-PE relationship, what highlight the relevance of this research and show scarcity of research around the theme. Finally, agility, as well as institutional barriers appeared to assume different roles in the considered relationship.

Learning Orientation and Radical Innovation as Antecedents of Business Performance

In changing contexts, innovation is increasingly considered to be one of the key drivers of the long-term success of a firm. The main reason for this is that companies with the capacity to innovate will be able to respond to environmental challenges faster and to exploit new products and market opportunities better than non-innovative companies. In this context, entrepreneurial organizations show specific abilities of the organization for recognizing and exploiting opportunities by reconfiguring existing and new resources in ways that create advantage. As a consequence, entrepreneurial firms have been characterized by their commitment to innovation. Using data from 361 companies and through structural equation models, we examine empirically the effects of entrepreneurial orientation, learning orientation, and radical innovation on business performance. The research population included Brazilian organizations with more than one hundred employees located all around of this country. Our research was designed to cover a wide range of industries. The structured questionnaire was sent to CEOs of 3,000 companies by mail. All items used to operationalize the constructs were developed based on the extant literature. In terms of results, our study contributes to the comprehension of the antecedents of business performance in the context of a developing country. Specifically, the results reveal that product innovation has a positive effect on organizational performance, but also that an entrepreneurial orientation fosters product innovations as literature suggests. One of the findings of this study is that entrepreneurial-oriented firms, characterized by introducing in new or developing markets new activities, promote the generation of radical innovations for developing their activities. These innovations allow companies to increase their performance in the marketplace. Their activities require that these organizations look for new sources for generating ideas. Additionally, our findings suggest that learning orientation mediates the relationship between entrepreneurial orientation and radical innovation, revealing that entrepreneurial companies should be committed to learning to develop new products. The findings are presented along with the implications of the study, its limitations and recommendations for future research. Specially, firms should foster commitment to learning, shared vision and open-mindedness among their workers. In this respect, organizational members should be encouraged to think “outside the box” to find different perspectives about the business. Also, those actions may allow firms to improve their ability to thoroughly comprehend the environment which is crucial to achieve better results. Furthermore, a radical innovation approach should be fostered by companies since we found a positive effect of that construct on firms’ performance. Thereby, we suggest that companies engage their employees on research projects which may provide new ideas for existing products and new ones that may arise from “think tanks” within different departments.