Evandro Luiz Lopes

Escalas concorrentes para a mensuração da qualidade percebida: uma comparação entre a SERVQUAL e a RSQ

There is no doubt about the importance of service quality as a factor of businesses’ success, but to measure this quality has proved to be a challenge when one considers different environmental contexts. Given this, the main goal of this paper was to test two measurement scales of perceived service quality. The comparison between Service Quality scale (Servqual) and Retail Service Quality (RSQ) was conducted by meansof a survey with 351 participants, clients of a home center stores chain located in the city of Sao Paulo. The data were analyzed using both exploratory and confirmatory factor analysis. As a result, both scales demonstrated acceptable levels of reliability and validity. However, the RSQdemonstrated a better performance in the nomological test since it was able to explain 43% of the loyalty towards the retailer, while the Servqualscale explained only 11%.

O novo consumidor idoso: identificação dos atributos varejistas relevantes

Both the world and Brazilian population are aging. There is a gap in academic studies on elderly consumer preference. This research focused on which retailer attributes are most important to maintain loyalty of this group of consumers. Two focus groups generated a list of 44 relevant retailer attributes, followed by a survey with 615 consumers over 60 years old. We found that the dimensions Service and Assortment Management (including management prices and products) explain 47% of the variability of loyalty in the sample. The results also pointed out that attributes related to internal and external structure of the store were not significant in the model, by means of structural equation modeling.Both the world and Brazilian population are aging. There is a gap in academic studies on elderly consumer preference. This research focused on which retailer attributes are most important to maintain loyalty of this group of consumers. Two focus groups generated a list of 44 relevant retailer attributes, followed by a survey with 615 consumers over 60 years old. We found that the dimensions Service and Assortment Management (including management prices and products) explain 47% of the variability of loyalty in the sample. The results also pointed out that attributes related to internal and external structure of the store were not significant in the model, by means of structural equation modeling.La poblacion mundial esta en proceso de envejecimiento y, en Brasil, este fenomeno tambien es una realidad. A pesar de eso, existe una laguna en la agenda de estudios academicos sobre las preferencias de los consumidores mayores. Frente a esto, este trabajo busco verificar cuales atributos comerciales son mas relevantes para el mantenimiento de la lealtad de ese grupo de consumidores. Por medio de dos grupos focales, se genero una lista de 44 atributos comerciales relevantes, seguidos de un survey con 615 consumidores con mas de 60 anos, y se identifico que las dimensiones Atencion y Precio (compuesta por los precios y los productos) consiguieron explicar el 47% de la variabilidad de la lealtad de la muestra. Por otro lado, los atributos relacionados a las estructuras interna y externa de la tienda no fueron significativos en el modelo analizado por medio del modelaje por ecuaciones estructurales.

VALOR DE COMPRA HEDÔNICO OU UTILITÁRIO E SUA INFLUÊNCIA NO VAREJO: RESULTADOS DE UM SURVEY NO SETOR DE CONSTRUÇÃO CIVIL

Este artigo analisa a relacao entre o valor de compra hedonico ou utilitario com a satisfacao, boca a boca e intencao de recompra, por meio de um modelo desenvolvido para este fim. O estudo foi motivado pelo crescente debate sobre a influencia do ambiente de loja na satisfacao dos clientes. As hipoteses foram testadas por meio de um survey de 400 entrevistas com compradores, nas lojas de uma rede de materiais para construcao civil da capital paulista. Os resultados indicaram que o valor de compra utilitario influenciou positivamente todas as variaveis de resultado do varejo e o valor de compra hedonico influenciou apenas o boca a boca e a intencao de recompra. A influencia do valor de compra utilitario sobre a satisfacao, boca a boca e intencao de recompra foi maior do que a influencia do valor de compra hedonico. Estas descobertas podem indicar, mesmo nao sendo uma garantia, que dispor de boa variedade, pronta disponibilidade de mercadorias, boa localizacao, horarios adequados e precos competitivos resultam em clientes satisfeitos e leais.

Molecular and mycotoxigenic biodiversity of Aspergillus flavus isolated from Brazil nuts

The objective of this study was to carry out a transcription analysis of eight genes belonging to the aflatoxin (AF) and cyclopiazonic acid (CPA) biosynthesis pathway, and to detect aflatoxin B1 (AFB1) and CPA production in Aspergillus flavus strains isolated from Brazil nuts. Additionally, these genes were correlated with the different mycotoxigenic profiles of the same strains. Four previously identified A. flavus strains (ICB-01, ICB-151, ICB-161, and ICB-165) were grown on Brazil nut agar at 25°C for 10days. Mycotoxins were separated by high-performance liquid chromatography. Transcriptional analysis was performed by real-time RT-PCR using specific primers designed based on the conserved regions of two regulatory genes (aflR and aflS), three structural genes of the AFB1 biosynthesis pathway (aflH, aflJ and aflP), and three structural genes of the CPA biosynthesis pathway (maoA, dmaT and pks-nrps). The expression of most genes in the A. flavus isolates varied according to the mycotoxin profile of each strain. The most expressed genes in the aflatoxigenic strain ICB-151 were aflJ (77.11%) and aflH (32.75%), while the CPA-producing strain ICB-161 mainly expressed dmaT (100%), maoA (63.72%), aflS (43.52%), and aflR (42.63%). The ICB-01 isolate was a producer of AFB1 and CPA and the most expressed genes were aflS (47.79%), dmaT (42.77%), aflP (39.5%), and aflR (38.02%). ICB-198 did not produce any mycotoxin and exhibited lower expression of almost all genes analyzed. Furthermore, the ratio of aflS/aflR expression was correlated with the biosynthesis of AF and CPA in A. flavus strains producing exclusively AF or CPA or producing both AF and CPA. The ratio of aflS/aflR expression therefore seems to be related to the production of mycotoxins in Brazil nuts. Our results provide important data for the development of innovative and more cost-effective strategies to reduce and prevent AFB and CPA contamination in Brazil nuts.

A Influência da Justiça nos Processos de Recuperação de Falhas no Varejo

O principal proposito deste estudo e identificar o papel da Justica percebida, em sua constituicao tridimensional, nos antecedentes da Lealdade em um cenario de recuperacao de falhas de servico. Para tanto, realizou-se um survey junto a 604 consumidores oriundos de um banco de dados de um grande varejista brasileiro. Por meio da modelagem de equacoes estruturais, identificaram-se os relacionamentos entre a Justica e a Satisfacao (r2=0,61), a Qualidade percebida (r2=0,47) e a Confianca (r2=0,55). Alem disso, identificou-se como estes construtos se relacionam com a Lealdade (r2=0,70) apos a falha ter sido recuperada.

An Experimental Study on the Effect of Brand and Brand Extension on Omission Neglect

ABSTRACT Omission neglect is characterized by a lack of sensitivity to missing or unknown information. Prior research has shown that people often cannot identify an absence of important information, so that strong beliefs are formed based on little consistent empirical evidence. Most previous studies have examined the omission neglect phenomenon using only stimuli (e.g., product attributes) without the brand identification. The main purpose of this study is to understand the effects of brand on omission neglect. Three experiments were conducted involving 742 business administration students. The experiments’ findings show that a recognized brand is more influential for the judgments of individuals with high levels of contextual knowledge (experts), compared with the judgments made by individuals with low levels of contextual knowledge (novices). A similar pattern of results is observed for highly similar brand extension evaluations. Discussion of results and both theoretical and managerial contributions are also presented.

Avaliação de justiça e intenção de turnover em equipes de vendas: teste de um modelo teórico

The theme of justice within in the context of the management of a sales team, albeit important for measuring the relationship and effectiveness of these teams, is little or never explored in Brazil. The main purpose of this work is to understand the relationship between the evaluation of justice in its four-dimensional constitution (informational, procedural, distributive and inter-personal) and the motivation, loyalty and turnover intention of sales teams. The field study was carried out by means of an electronic survey with a final sample of 194 respondents, all sales professionals. One of the academic contributions of the study was to propose a new scale for measuring perceived justice. Another contribution was that of enabling a more in-depth understanding of the multi-dimensional aspects of the perception of justice, loyalty, motivation and turnover intention. In this sense it provided evidence of the perceived justice in the psychological link between the sales team and the company.

Franchisor–Franchisee Relationship Quality and Performance: Influence of Personality Traits

Literature in franchise has virtually ignored the role of psychological aspects on firm results. The present study aims to examine the influence of franchisees’ personality on franchisor–franchisee relationship quality and financial performance. This study used a self-report survey from 342 franchisees selected from 3 franchise networks. Personality was represented by the Big-Five personality traits: extraversion, agreeableness, conscientiousness, emotional stability, and imagination. Relationship quality was conceptualized through a second-order construct (trust, commitment, and satisfaction), while financial performance was represented by sales growth and profitability. A Partial Least Squares (PLS) structural equation model was conducted. Three personality dimensions produced the predicted effect on relationship quality—agreeableness (positively), emotional stability (positively), and imagination (positively). Financial performance was affected by conscientiousness (positively), emotional stability (positively), and imagination (positively). As expected, relationship quality presented a positive and significant effect on financial performance. Results indicate that personality does influence relationship quality and performance in a particular manner in the Brazilian context, suggesting that factors such as culture and market stability may have influence on the relationship between personality traits and both relationship quality and financial performance.

Influência do crowding na lealdade mediado pela satisfação do consumidor em processos de compras no varejo

The purpose of this paper is to improve understanding of the causal relationship of crowding in variable loyalty via customer satisfaction in retail purchasing processes. And also conduct tests to examine the implications of customer satisfaction mediation between crowding and consumer loyalty.To verify the hypotheses generated in the light of the theory, we performed a cross-sectional survey involving 486 college students. Data analysis through structural equation modeling (SEM) with partial least squares estimation indicated that the direct effect between perceived crowding and loyalty is mediated declared satisfaction. With this, the main contribution of this study is to corroborate the theoretical position that there can be positive consumer response to retail environments with high human density.

ANTECEDENTS AND CONSEQUENCES OF INFORMATION OVERLOAD ON RETAIL SALESPERSONS

A Sobrecarga de Informacao em Vendedores e um estado vivenciado pela equipe de vendas quando esta sofrendo com o grande volume de informacao em suas atividades. Esse fenomeno pode ser gerador de prejuizos na atuacao desses profissionais e, por consequencia, no desempenho da organizacao como um todo. Esta pesquisa e uma nova aplicacao do estudo de Hunter e Goebel (2008) a respeito da Sobrecarga de Informacao em equipes de vendas, na qual foram pesquisados, como antecedentes a Sobrecarga de Informacao, a Atitude Policronica, a Sobrecarga de Papeis e a Necessidade de Cognicao, e, como consequentes, a Satisfacao no Trabalho e a Performance de Vendas. A relevância deste trabalho esta associada a inovacao feita em relacao aos estudos originais, quando esta faz uso de vendedores de outro ramo de atuacao (lojas fisicas de varejo), e quando faz uso de uma tecnica mais adequada para analise de relacoes causais, que e a Modelagem de Equacoes Estruturais. Os resultados demonstraram relacao significativa e positiva entre a Sobrecarga de Papeis e a Necessidade de Cognicao. Demonstraram, tambem, que o vendedor com maior Necessidade de Cognicao pode sentir menos os efeitos da Sobrecarga de Informacao, e que pode haver diminuicao da Satisfacao no Trabalho e da Performance de Vendas na presenca de tal Sobrecarga.http://dx.doi.org/10.1590/1413.2311.062.54742 Recebido em 08/04/2015 Aprovado em 27/03/2017 Disponibilizado em 31/05/2017 Avaliado pelo sistema “double blind review” Revista Eletrônica de Administração Editora-chefe: Andrea Oltramari ISSN 1413-2311 (versão “on line”) Editada pela Escola de Administração da Universidade Federal do Rio Grande do Sul Periodicidade: Quadrimestral Sistema requerido: Adobe Acrobat Reader