Customer Experience Assessment: Forgotten Effects

The objective of this study is to contribute with new tools to customer experience management, because the importance that is reaching this area in business and academic world. We propose “Forgotten Effects Theory”, developed by Kaufman and Gil Aluja (1988) that look for causality relations to help to recover variables that could been obviated at first, during initial analysis of a problem. Empirical investigation was carried out to 1.045 customers of different air companies of Spanish market, it values variables affecting value chain of this companies, which affect in different degree customer experience and his/her brand satisfaction. Finally we present those variables selected as more important to improve customer experience and so, deliver information to company to development of future strategies

The Quintuple Helix of Innovation Model and the SDGs: Latin-American Countries' Case and Its Forgotten Effects

The sustainable development of countries is associated with a set of actions that must be implemented in the long term. In this process, society must be a valid partner in the decisions that are made. Studies show the interrelationship between the Sustainable Development Goals (SDGs), which increases uncertainty and makes decision-making more difficult. On the other hand, the Quintuple Helix of Innovation Model (QHIM) provides an analytical framework to explain the systems' interactions. The motivation of the study lies in knowing the relationships between the variables that affect SDGs (...

A contribution of fuzzy logic to sustainable tourism through a case analysis in Brazil

Society is increasingly concerned about environmental, social and economic issues. According to the World Tourism Organization, over the past six decades, tourism has experienced a continuous expansion and diversification to become one of the fastest-growing economic sectors in the world. Furthermore, studies affirm the complexity of the tourism sector and the fact that sustainable development depends on various topics that are not correctly identified by managers and policymakers. For these reasons, this paper aims to reflect on the effects of tourism and to propose alternatives that can be sustainably managed. In terms of results, knowledge gaps have been identified and, through a case analysis in Brazil, the forgotten effects of tourism activity that can have an impact on sustainable development have been exposed. Also, an algorithm has been presented to manage uncertainty and facilitate decision-making (...

Analysis of the relationship between the economic activity of regions and welfare of its inhabitants

This research aims to reveal and quantify the magnitude of determination of economic activity on the welfare level of citizens. This is a crucial issue for all governments in Catalonia. In this research, Barcelona metropolitan area, the regions of the North Pyrenees and the rest of coastal and inland regions, each with different characteristics and specificities are analyzed. The governing institutions that manage the resources of the autonomous region, it is important that all citizens, regardless of where they live, can have the same level of welfare. For this reason, this research presents a first step in order to release the nature of the problem and to show to what extent, in quantitative terms, the economic activity types influence welfare. This analysis may guide the governors to take the necessary decisions in order to carry equal treatment to the all population

The incidence of incentives for t-commerce acceptance: improving television as a distribution channel

Purpose This paper aims to explore the impact of incentives on the behavioral intention to use electronic commerce through interactive television to enhance a deeper understanding of how television platforms can improve the attractiveness of television to enterprises as a channel of communication and distribution. Design/methodology/approach This research uses a questionnaire to collect empirical data on preferences related to perceived usefulness, perceived ease of use, perceived enjoyment, attitude toward the use of t-commerce, behavioral intention to use t-commerce and incentives. The measurement scales of the variables were tested using exploratory factor analysis. The hypotheses were tested using the results of forgotten effects analysis applied to the incidences of incentives on the precedents of the behavioral intention to use t-commerce. Findings The findings suggest that there are no significant direct incidences between incentives and the behavioral intention to use t-commerce, but the direct incidence is only part of the total incidence and on many occasions is only a small part, as the result of causal relationships between causes and effects. The results indicate indirect incidences between incentives and the behavioral intention to use t-commerce through its precedents. Practical implications Marketing managers of television platforms may consider the use of incentives to encourage behavioral intention to use t-commerce to achieve the development of interactive television as a distribution channel. Originality/value Research on t-commerce acceptance, especially research that uses extrinsic variables, is scarce. This paper addresses that gap by exploring the use of incentives to attract users

Los efectos olvidados de la pandemia del Covid-19, sobre el envejecimiento de la población

La humanidad experimenta cambios intensos y frecuentes provocados por la pandemia causada por el COVID-19, lo que aumenta la incertidumbre y la complejidad en la toma de decisiones. Nuevos desafíos pasan ser urgentes, principalmente a los temas relacionados al envejecimiento de la población, ya que el coronavirus afecta más a los mayores que a los adultos. La necesidad de encontrar alternativas para preservar la calidad de vida y manutención laboral de los mayores pasan a ser grandes desafíos para la sociedad. En este contexto, la ciencia desempeña un papel importante en la propuesta de nuevas soluciones para resolver los problemas derivados de esta crisis, siendo esta la principal motivación. Los objetivos del articulo son conocer los efectos olvidados de la pandemia sobre los adultos mayores económicamente activos e indicar cómo la Lógica Difusa puede ayudar a reducir los riesgos facilitando la toma de decisiones. La principal contribución seria identificar correctamente sus causas y efectos, como, por ejemplo, la brecha digital y pérdida de empleo por este grupo etario, y apuntar medidas correctivas. La metodología del estudio se basa en la investigación aplicada, con un enfoque cuantitativo de modelización y simulación a través del uso de la Teoría de los Efectos Olvidados. Los resultados permiten predecir y actuar de manera más eficaz sobre los problemas, buscando aumentar el bienestar, empleabilidad y expectativa de vida de los mayores. El estudio destaca las futuras líneas de investigación sobre el tema

Subjective stakeholder dynamics relationships treatment: a methodological approach using fuzzy decision-making

Since the stakeholder theory was proposed to explain the interaction among its agents, extensive approaches have been developed. However, the literature continues to suggest the development of new methodologies that allow an analysis of the dynamics and uncertainty of the relationships between each agent. In this sense, this research proposes a novel methodology for the treatment of subjective stakeholder dynamics using fuzzy decision-making. The study proposes a mathematical methodological perspective for the treatment of subjective relationships among stakeholders, which allows a predictive simulation tool to be developed for attitude and personal preferences to analyze the links among all stakeholders. (...

Fuzzy algorithm applied to factors influencing competitiveness: A case study of Brazil and Peru through affinities theory

Innovation plays a crucial role in the economy of nations worldwide. In Latin America, countries foster competitiveness through public and private incentives to support innovation. Moreover, entrepreneurship incentives seek to improve countries’ performance, although factors such as low business growth rates and informality can compromise it. Despite the efforts, there are several difficulties in achieving competitiveness, and few studies in developing countries. Therefore, the article explores the relationship between the factors that influence competitiveness, especially the role of innovation and entrepreneurship in Brazil and Peru. The research uses quantitative-qualitative methodology through modeling and simulation and a case study. The authors use the Affinities Theory to verify the relationship between the indicators that make up the competitiveness landscape and its most significant and attractive factors, adapting the methodology established by the International Institute for Management Development (IMD) World Competitiveness ranking. As a result, this algorithm allows us to know the relationships between five factors of economic attractiveness and four competitiveness indicators. As its main contributions, the study advances the frontier of knowledge about innovation and entrepreneurship, as few studies explore competitiveness in developing countries. Also, it offers a detailed explanation of the application of this algorithm, allowing researchers to reproduce this methodology in other scenarios. Practically, it might support policymakers in formulating development strategies and stimuli for business competitiveness. In addition, academic and business leaders can strengthen university-business collaboration with applied research in innovation and entrepreneurship. One limitation would be the number of countries participating in the research. The authors suggest future lines of research.Project number 522RT0130 in Programa Ibero-americano de Ciências y Tecnologia para el Desarrolho (CYTED)info:eu-repo/semantics/publishedVersio

Fuzzy Sets in Business Management, Finance, and Economics

This book collects fifteen papers published in s Special Issue of Mathematics titled “Fuzzy Sets in Business Management, Finance, and Economics”, which was published in 2021. These paper cover a wide range of different tools from Fuzzy Set Theory and applications in many areas of Business Management and other connected fields. Specifically, this book contains applications of such instruments as, among others, Fuzzy Set Qualitative Comparative Analysis, Neuro-Fuzzy Methods, the Forgotten Effects Algorithm, Expertons Theory, Fuzzy Markov Chains, Fuzzy Arithmetic, Decision Making with OWA Operators and Pythagorean Aggregation Operators, Fuzzy Pattern Recognition, and Intuitionistic Fuzzy Sets. The papers in this book tackle a wide variety of problems in areas such as strategic management, sustainable decisions by firms and public organisms, tourism management, accounting and auditing, macroeconomic modelling, the evaluation of public organizations and universities, and actuarial modelling. We hope that this book will be useful not only for business managers, public decision-makers, and researchers in the specific fields of business management, finance, and economics but also in the broader areas of soft mathematics in social sciences. Practitioners will find methods and ideas that could be fruitful in current management issues. Scholars will find novel developments that may inspire further applications in the social sciences

Evolving to Digital and Programmable Value Based Economy: General Prospect and Specific Applications over Sustainability

[eng] In the fields of economics, business and management, how could Digital Transformation (DT) advance value creation and reliably encourage value capture, exchange and distribution? This thesis aim to fill that gap with a novel framework to support policy-makers, countries, cities and businesses address the potential value that can be generated and captured by digitalization combining DT and Internet of Value theoretical perspectives and practical applications of them over concrete issues such as sustainability in cities, as an example. For this, it is proposed to make new contributions related to DT and Internet of Value in two main aspects: to explore DT countries’ mindsets when it relates to their value progress through Digital Ecosystems and to advance with the potential digital value applications through Programmable Economy advantages when it focus on concrete aspect such as sustainability in cities. Both perspectives, although it will be applied on different dimensions and on different purposes, have in common that they are focus on digital and programable value based economy and management and want to explore the best way to maximize and capture the DT potential in terms of value for organizations and society. Thus, first, it will be analysed the importance of knowing clearly the digital ecosystem in which the agents are operating in order to reinforce the value creation by promoting the inclusivity and connectivity of the endpoints involved in it. Secondly, it will be analysed how the digital value can be captured, exchanged and redistributed in a complex issues such as sustainability by deploying concrete digital applications that include human reinforcement aspects to, finally, closing the circle combining both perspectives in a single framework. To achieve these objectives in this thesis, own models are proposed, inspired by other theoretical models already contrasted, and some proven methodologies are used related to Conditional Probability, Forgotten Effects and Fuzzy Sets. As a main conclusion, Digital Transformation has the potential to generate immense value for economy and society. Although currently the capture of the vast majority of it is not guaranteed and its distribution between agents is no clear, new formulas are being explored supported by the Internet of Value. This thesis defends that if agents want to advance value creation and encourage value capture, they should consider to make their own Digital and Programmable Value Based Economy and Management framework through: - Allowing all functional agents work in a Digital Ecosystem embracing new relationships and ways of collaborating pursuing the same purpose. - Deploying Programmable Economy applications advantages, mixing digital's and analogue's world that can be interlinked and programmed by the blockchain allowing monetization and exploring new human and machine alliances. - Adopting strong and inclusive agents’ commitment in order to exploit the advantages that this smart economy system has from a human centric vision, discovering new forms of value, considering that, although tech can be everywhere, value not