An explanatory and predictive PLS-SEM approach to the relationship between organizational culture,organizational performance and customer loyalty: The case of health clubs

Purpose This study aims to analyze the impact and predictive capacity of organizational culture on both customer loyalty and organizational performance in health clubs using data from managers and customers of health clubs in Spain. Design/methodology/approach A total of 101 managers were asked to measure organizational culture and organizational performance and 2,931 customers were asked to indicate their customer loyalty. The proposed hypotheses were tested and their predictability assessed through PLS-SEM. A composite concept was adopted to analyze the relationships between the different constructs and their indicators. Findings The findings suggest that organizational culture has a positive relationship with both customer loyalty and organizational performance. The four main dimensions of organizational culture that influence this relationship are, in order of significance, organizational presence, formalization, atmosphere and service-equipment. The authors’ model has a very good predictive power for both dependent variables. Originality/value Customer loyalty is an aspect of health clubs that can be improved. This study highlights the importance of creating a strong organizational culture in health clubs, as it enhances and predicts customer loyalty and organizational performance. Its predictability has already been tested with samples of managers and customers, with the analysis being performed from the perspective of the organization’s management and customer perceptions. This study also contributes to the field of sport management, using a predictive PLS-SEM techniqu

How knowledge management processes can create and capture value for firms?

Knowledge has become the main competitive tool for firms. Just as knowledge is considered as the most important strategic resource, knowledge management (KM) is considered to be critical to a firm’s success. Several attempts have been undertaken to identify and define the different KM processes. From the literature review, four key dimensions stand out as affecting KM processes: knowledge creation, knowledge transfer, knowledge storage/retrieval, and knowledge application. The aim of this paper is to contribute to the KM and value literature by determining the importance of the different processes of KM for increasing value creation and value capture in firms. The context for the research hypotheses is the Spanish banking industry in 2010. The results support a positive relationship between KM and value creation, and between value creation and value captureMinisterio de Economía y Competitividad ECO2013-49352-EX

The cycle of customer value: a model of return

The aim of this paper is to contribute to the strategic management literature by identifying a relationship between customer value seen from the customer perspective and customer value seen from the firm perspective, and how this relationship might affect the value created for the customer. We propose that such a relationship exists, and attempt to create an integrated view of customer value. We have not found any papers that focus on the relationship between these two perspectives of customer value, and our aim is to bridge this gap in the literature. Thus, the authors test, in a quantitative study utilizing structural equation models (SEM), how a firm should create value in order to be perceived by the customers, and how this value could be appropriated in the international banking industry. The results show to the managers that value creation impacts on perceived value but not on value appropriatio

Creating dynamic capabilities to increase customer value

Purpose – The purpose of this paper is to contribute to the strategic management literature by identifying possible combinations of three organizational capabilities (market orientation, knowledge management, and customer relationship management). It seeks to analyze the potential interaction between them that would lead to the creation of superior customer value. Design/methodology/approach – The research question is: “If the customer demands superior value, how should a firm combine its existing capabilities in order to offer this superior value?” Findings – It is clear that one should turn to dynamic capabilities to explain the connection between the interaction of these three capabilities and superior customer value. Firms are aware of the customers’ demand for superior value and need to know how to combine their existing capabilities to offer this superior value. Practical implications – A possible way of increasing the value created for the customer is proposed, which is a key factor for the increasing number of firms seeking new ways to achieve and maintain competitive advantage. Originality/value – It is posited that the interaction between the three proposed capabilities constitutes a dynamic capabilit

The use of organizational capabilities to increase customer value

The importance of the customer's role in the management of a firm has been increasing for the last twenty years. A firm's organizational capabilities, both internally and externally oriented, are essential for increasing customer value creation and the focus of this paper is on market orientation, knowledge management and customer relationship management. The aim of the study is also to identify possible combinations of these organizational capabilities and to propose and analyze a sequence that will allow the creation of superior customer value. Thus, the authors test how a firm should recombine its existing capabilities when customers demand superior value in the Spanish banking industry. The results show that a specific combination of organizational capabilities can increase the customer valueMinisterio de Educación ECO2011-28 641-C02-0

Developing an integrated vision of customer value

Purpose – The aim of this paper is to contribute to the service management literature by identifying the possible relationship between customer value seen from the customer perspective and from the firm perspective, and its potential influence on the value created for the service customer. The authors have not found any papers which focus on the relationship between these different perspectives of customer value, and the aim is to fill this gap in the literature. Design/methodology/approach – The paper proposes that a relationship between the different perspectives exists and attempts to create an integrated vision of customer value. Findings – The proposed model shows that it is the relationship between customer value from the customer’s point of view and customer value from the firm’s point of view that really creates value. Practical implications – The paper can influence the current service management of firms with regard to customer value creation in several ways. Originality/value – From the existing literature, it is deduced that customer value can be seen as perceived value (the customer perspective) or as value creation and appropriation (the firm perspective). The paper proposes that these three types of value are equivalent in an important level and should always be interrelate

Augmented reality application assessment for disseminating rock art

[EN] Currently, marker-based tracking is the most used method to develop augmented reality (AR) applications (apps). However, this method cannot be applied in some complex and outdoor settings such as prehistoric rock art sites owing to the fact that the usage of markers is restricted on site. Thus, natural feature tracking methods have to be used. There is a wide range of libraries to develop AR apps based on natural feature tracking. In this paper, a comparative study of Vuforia and ARToolKit libraries is carried out, analysing factors such as distance, occlusion and lighting conditions that affect user experience in both indoor and outdoor environments, and eventually the app developer. Our analysis confirms that Vuforia¿s user experience indoor is better, faster and flicker-free whether the images are properly enhanced, but it does not work properly on site. Therefore, the development of AR apps for complex outdoor environments such as rock art sites should be performed with ARToolKit.The authors gratefully acknowledge the support from the Spanish Ministerio de Economia y Competitividad to the project HAR2014-59873-R. Similarly, the authors want to express their gratitude to the General Directorate of Culture and Heritage, Conselleria d'Educacio, Investigacio, Cultura i Esport, Generalitat Valenciana for letting us access and carry out research at the archaeological site.Blanco-Pons, S.; Carrión-Ruiz, B.; Lerma, JL. (2018). Augmented reality application assessment for disseminating rock art. Multimedia Tools and Applications. 78(8):10265-10286. https://doi.org/10.1007/s11042-018-6609-xS1026510286788Alahi A., Ortiz R., Vandergheynst P (2012) FREAK: fast retina keypoint. Comput Vis Pattern Recognit 510–517 . doi: https://doi.org/10.1109/CVPR.2012.6247715Amin D, Govilkar S (2015) Comparative study of augmented reality Sdk’S. 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REVISIÓN DE LAS TÉCNICAS DE REALIDAD AUMENTADA Y REALIDAD VIRTUAL EN EL ARTE RUPESTRE

[EN] The usage of augmented reality (AR) and virtual reality (VR) technologies began to grow when smartphones appeared. Until then, the number of portable devices capable of incorporating these technologies was reduced. Video games are the main field where these technologies are applied, but in other fields such as in archaeology, these technologies can offer many advantages. Ruins reconstruction, ancient life simulation, highly detailed 3D models visualisation of valuable objects from the past or even user free movement in missing places are just some examples found in literature. This paper reviews the latest visualisation technologies and their applicability to the rock art field. The main purpose is to disseminate rock art paintings through AR and VR applications. After the image-based three-dimensional (3D) modelling is obtained, an interactive visit to a shelter for displaying rock art paintings is presented. This is one of examples developed in this paper that pretends to apply the revised AR and VR techniques. In addition, an example of AR is developed that can be easily adapted to further applications displaying rock art paintings.[ES] El uso de las tecnologías de realidad virtual (RV) y realidad aumentada (RA) comenzó a crecer con la aparición de los teléfonos inteligentes. Hasta entonces, había pocos dispositivos portátiles capaces de incorporar estas tecnologías. Principalmente estas tecnologías se aplican en la creación de videojuegos, aunque en otros campos como la arqueología, estas tecnologías tienen mucho que ofrecer. Con estas tecnologías es posible mostrar la reconstrucción de ruinas, la simulación de otra época, modelos 3D altamente detallados de objetos de valor del pasado o incluso trasladar al usuario a lugares que ya no existen. Este trabajo presenta una revisión de las últimas tecnologías de visualización y su aplicabilidad en el campo del arte rupestre, con el objetivo de divulgar las pinturas rupestres a través de aplicaciones de RA y RV. Después del modelado 3D basado en imágenes, se presenta una visita interactiva a un refugio para la visualización de las pinturas rupestres. Este es uno de los ejemplos desarrollados en este trabajo que pretende aplicar las técnicas revisadas de RA y RV. Además, se detalla un sencillo ejemplo de RA que puede fácilmente adaptarse a otras aplicaciones que muestren pinturas rupestres.Blanco Pons, S.; Carrión Ruiz, B.; Lerma, JL. (2016). REVIEW OF AUGMENTED REALITY AND VIRTUAL REALITY TECHNIQUES IN ROCK ART. En 8th International congress on archaeology, computer graphics, cultural heritage and innovation. Editorial Universitat Politècnica de València. 176-183. https://doi.org/10.4995/arqueologica8.2016.3561OCS17618