Teresa Fayos-Gardó

Satisfaction with service recovery: moderating effect of age in word-of-mouth

Purpose – The purpose of this paper is, first, to analyze the direct effects of the relationship chain “causal attributions and recovery efforts → satisfaction with service recovery → conventional and online word-of-mouth intentions” and, second, to study the moderating role of age in the relationship between satisfaction and subsequent word-of-mouth. Consumer assessment and behavior associated with service recovery is a topic of considerable interest for both academics and practitioners. Design/methodology/approach – From an empirical perspective, this paper uses a sample of 336 individuals who experienced service failure at a retail store to estimate a structural equation model. Additionally, a multigroup analysis allows testing the existence of a moderating effect of age on the hypothesized relations. Findings – Results allow to confirm the direct effects of causal attributions and recovery efforts on satisfaction with service recovery, and the impact of the latter, in turn, on conventional and online ...

Analysing the fulfilment of service recovery paradox in retailing

Abstract The literature dealing with the Service Recovery Paradox (SRP) is vast, but some results are confusing and contradictory. In addition to this, scarce attention has been paid to service recovery in the context of retailing. This paper aims at verifying the compliance of the SRP in the context of retailing. Considering a sample of consumers that experienced a failure in the service delivered by a retailer and are very satisfied with the solution provided by the store employee, we test first the fulfilment of the SRP in the context of retailing. Secondly, we test the existence of significant differences in the customer satisfaction levels with the store before and after experiencing the problem considering several factors potentially influencing the impact of service recovery on customer satisfaction, therefore providing an encompassing analysis of the SRP and its main influencing variables, including some potential factors not previously explored. While we do not find evidence of the fulfilment of the SRP in retailing, differences in customer satisfaction before and after service recovery are highly related with consumer sociodemographic characteristics and shopping experience. Findings raise some practical implications.

IMPLANTACIÓN INTERNACIONAL DE LOS MINORISTAS DE MODA MULTICANAL: CAPACIDADES DINÁMICAS E INCRUSTACIÓN EN LOS MERCADOS

To study the international activity of fashion retail firms we propose a combined embeddedness-dynamic capabilities framework. We collect data through nine in-depth interviews related to international fashion retail companies. Our findings show each dimension of embeddedness is supported by different dynamic capabilities. Societal embeddedness requires brand building capabilities that interact with the capabilities of channel management and knowledge management. Network embeddedness is supported by channel management capabilities, while also territorial embeddedness is supported by the channel management capabilities

Las capacidades dinámicas en la internacionalización de las empresas y cooperativas agroalimentarias integradas en clusters

El sector agroalimentario tiene ciertas caracteristicas que dificultan su desarrollo internacional y que en parte pueden soslayarse con estrategias de cooperacion a traves de clusters de empresas. El presente trabajo tiene como principal aportacion evidenciar que la pertenencia de una empresa del sector agroalimentario a un cluster provoca la aparicion de capacidades dinamicas que la hacen mas competitiva; a su vez, estas capacidades dinamicas pueden favorecer el desarrollo de capacidades dinamicas especificas de internacionalizacion en empresas, que de no pertenecer al cluster, dificilmente las hubiesen adquirido. Los resultados del estudio cualitativo realizado sobre los principales cluster agroalimentarios de la Republica Dominicana muestran que entre casi todas las capacidades dinamicas de cluster y de internacionalizacion hay una relacion que sera mas intensa en aquellas capacidades propias de las primeras etapas del proceso de internacionalizacion.