Francisco José Más Ruíz

The consumer’s reaction to delays in service

The objective of this study is to examine the relationships that exist among the attributions, the affect and behavioural intentions of consumers who suffer delays in services. As a new element, we propose to consider two different affective dimensions: anger (emotional reaction) and satisfaction with the service (cognitive and emotional evaluation). The methodology employed is based on structural equation modeling and the empirical application in the airline industry, which was carried out in Spain, demonstrates the existence of the sequence “attribution‐affect‐behavioural intention”, with anger being the mediator in the relationship between the attribution of control on behavioural intention (propensity to complain and repurchase intentions).

Image of suburban shopping malls and two‐stage versus uni‐equational modelling of the retail trade attraction

The main objective of this research is to examine the nature of the image of shopping malls and to contrast the reliability of two models that analyse the attraction of retail trade; in the first model, image, distance and preference are considered; whereas in the second, preference is omitted. The initial hypothesis is that the apparently lower power of attraction of the image, compared to that of the distance, may be justified, in some way, by the modelling of a relationship that omits preference. The methodology applied uses a variety of multidimensional techniques to identify image dimensions, together with two focuses, the two‐stage versus the uni‐equational, to define retail trade attraction. As a result of the application in the suburban commercial setting of Alicante, three image dimensions are detected in the malls, as well as the superiority of the uni‐stage modelling in which the influence of preference on retail attraction is omitted.

Dynamic analysis of competition in marketing: strategic groups in Spanish banking

The analysis of strategic groups has important implications for marketing in order to identify a firm’s competitive position. Aims to analyse the development of the competence in an industry. Hypothesizes that the analysis of strategic groups is only meaningful when it is determined that the groupings obtained are not random events within a particular industry. Uses multivariate statistical tests to determine the stable sub‐periods, the strategic groups, and their dynamic characteristics over the years. Applies this technique to the Spanish banking sector and detects a relative intra‐industrial instability, and a significant change in the number and strategy of the identified groups with the passing of time.

The supplier‐retailer relationship in the context of strategic groups

Aims to extend the individual analysis of one supply sector to that of another, thereby permitting a more detailed examination, not only of the bilateral relationships that exist between the supply and the retail sectors, but also of the influence that such relationships have on the client‐retailers’ loyalties to, or mobility among, their different supply firms. Employs a cognitive approach based on the study of strategic groups. This should afford us a better understanding of the links that exist between the supply and the retail sectors, as well as the retail companies’“fickleness”, or mobility among their suppliers. The methodology employs cluster analysis to define groups, and logit models to explain the client‐companies’ mobility. The results imply that the quality, the design and the price of a supplier’s product have proven to be good indicators of its client group’s migration trends over a given period of time.

The distribution model in the diffusion of innovations: a comparison of different European countries

The objective of this study was two fold: first, we wanted to test the goodness of fit of different diffusion models that include the variable “distribution”, and then analyze the existence of the effects of “country” and “time” in the parameters of diffusion currently employed in different European countries. The literature on the matter suggests, on the one hand, that the diffusion models applied so far that employ multi‐equation systems are not obviously better than other single‐equation models that ignore marketing variables; and, on the other hand, that the socio‐economic environment and the time‐lag are both factors of the differences that the diffusion process offers among different geographical areas. As a novelty, our methodology proposes single‐equation models that include the distribution, to which several indicators of the goodness of fit are applied, along with statistical tests on the differences in parameters among countries. The empirical application carried out in Spain, France and Italy demonstrates the superiority of the model proposed here, based on the Generalized Bass model. It also indicates a “country” effect, between Spain and France as well as between Italy and France

Strategic group analysis in strategic marketing: an application to Spanish savings banks

The analysis of strategic groups has important implications in marketing in the identification of a firm’s competitive position. The aim of this study is to demonstrate that differences in the performance between the strategic groups within an industry exist. The initial hypothesis is that mobility barriers between the groups mean that their members have a relative advantage over other participants in the sector as far as expenses regarding imitation are concerned. Therefore, differences in profits tend to be maintained on a medium‐ and long‐term basis. However, the majority of empirical studies do not show the differences in the perfomance in a clear way. The methodology used consists of different multivariant statistical techniques. On their application to the Spanish savings banks, a limited support for this relation is obtained for some variables.

Dynamic analysis of competition in marketing Strategic groups in Spanish banking

The analysis of strategic groups has important implications for marketing in order to identify a firm’s competitive position. Aims to analyse the development of the competence in an industry. Hypothesizes that the analysis of strategic groups is only meaningful when it is determined that the groupings obtained are not random events within a particular industry. Uses multivariate statistical tests to determine the stable sub‐periods, the strategic groups, and their dynamic characteristics over the years. Applies this technique to the Spanish banking sector and detects a relative intra‐industrial instability, and a significant change in the number and strategy of the identified groups with the passing of time.