Mónica Clavel San Emeterio

The EPSI model as the main factor for identifying customer satisfaction: empirical research

Literature reveals the growing interest among researchers [Verdú, A., Lloréns, F. J., & Fuentes, M. (2004). Measuring perceptions of quality in food products: The case of red wine. Food Quality and Preference, 15(5), 453–469.; Rundle-Thiele, S. (2005). Elaborating customer loyalty: Exploring loyalty to wine retailers. Journal of Retailing and Consumer Services, 12(5), 333–344.] to understand the elements involved in the formation of customer satisfaction and loyalty in the consumption of Designation of Origin wines. This study is based on the pan-European Customer Satisfaction Index and develops a model of causal relationships using the covariance-based approach (AMOS 19) in order to determine the relationships existing between the variables and the weight of each variable contributing to customer satisfaction. In this paper, the model was applied to study the satisfaction of 398 consumers of Qualified Designation of Origin Rioja wine (Spain). The results show consumer satisfaction with this Designation of Origin wine is very high and it fulfils their expectations, with higher satisfaction values than those obtained for other Designation of Origin wines, revealing inter-relationships with image, expectations, perceived quality, value and loyalty. The results of this study may be useful for winery managers since they will allow them to value their current position in the market.

Measuring the gradualist approach to internationalization: Empirical evidence from the wine sector

The objective of this paper is to fill a gap in the literature on internationalization, in relation to the absence of objective and measurable performance indicators for the process of how firms sequentially enter external markets. To that end, this research develops a quantitative tool for use as a performance indicator of gradualness for firms entering external markets at a sectoral level. The performance indicator is based on firms’ export volumes, number of years operating in the export market, geographic areas targeted for export and when exports began to each area. The indicator is tested empirically in the wine sector. The main contribution of this study is the creation of a reliable international priority index, which can serve more widely as a valuable tool because of its potential use in other industry sectors and geographic areas, and which would allow the analysis of how geographically differentiated internationalization strategies develop.

Intangible Resources, Absorptive Capabilities, Innovation and Export Performance: Exploring the Linkage

The main goal of this study is to analyse the influence of intangible resources and absorptive capabilities on export performance, considering the mediating effect of innovation. Based on survey data from 247 Portuguese small and medium-sized enterprises (SMEs) findings suggest that: (1) Intangible resources has a positive influence on absorptive capabilities, innovation and on export performance; (2) Absorptive capabilities has a positive influence on innovation and on export performance; (3) Innovation has a positive influence on export performance; and (4) Innovation has a mediating effect on the relationship between intangible resources and export performance, the same does happens on the relationship between absorptive capabilities and export performance. This study provides novel insights into strategic management literature by trying to understand the SMEs business growth. Moreover, this paper presents further evidences of the strategies that small firm managers should pursue and policy makers should promote.

Person-Organization Commitment: Bonds of Internal Consumer in the Context of Non-profit Organizations

From an Organizational Behavior perspective, it is important to recognize the links generated between individuals and the organization that encourage a desire for permanence. After more than a half century of research, Organizational Commitment remains one of the open questions in the Psychology of Organizations. It is considered an essential factor for explaining individual behavior in the organization such as satisfaction, turnover intention, or loyalty. In this paper, we analyze different contributions regarding the nature of the bond between the individual and the organization. Taking into account the peculiarities of Non-profit Organizations, we present different interpretation for later validation, comparing results from the Confirmatory Factor Analysis of the four models obtained using exploratory factor analysis, both conducted on a sample of 235 members of Non-profit Organizations.