Word of mouth: How upward social comparisons influence the sharing of consumption experiences

An outcome of upward social comparisons that has been largely overlooked is its effect on non-transactional behaviours (i.e. word of mouth). Previous research has identified three different emotional reactions to upward social comparisons: admiration, benign envy and malicious envy. Despite the fact that their effect on consumption has been previously analysed, it remains unclear how these reactions affect word of mouth intention. This study carries out an experimental design that demonstrates that admiration and benign envy positively influence word of mouth behaviour. However, there is no effect of malicious envy on such disposition. The results are sustained under different cultural contexts. The findings shed light on the drivers of word of mouth. They offer guidance to companies for developing more effective strategies to encourage both brand message sharing and consumer-to-consumer sharing of consumption experiences

El valor de marca: perspectivas de análisis y criterios de estimación

[ES] A lo largo de la última década, se ha originado un importante debate acerca de lo que debe entenderse por valor de marca. En la delimitación de este concepto se han utilizado varias perspectivas de análisis y criterios de estimación muy diferentes, de ahí que aún exista sobre este tema una excesiva ambigüedad. En este trabajo se presenta un marco teórico donde se contemplan distintas perspectivas de estudio y varios criterios de estimación del valor de marca. A partir de este marco, se analizan empíricamente siete criterios de estimación de acuerdo con la información recogida de una muestra de usuarios sobre seis marcas de zapatillas de deporte. Con ello se pretende contribuir a un mejor conocimiento del concepto de valor de marca.[EN] An important issue was raised for discussion trough the last decade regarding the meaning of brand equity. Different forms of analysis and estimation criteria have been applied, and that is the reason for the current ambiguity on its meaning. In this article, we present a theoretical frame were several forms of study and criteria for brand equity estimation are empirically analysed. Using six different brands of training shoes, seven estimation variables are empirically analysed in accordance with the opinions given by a sample of users for these different brands. By means of this analysis, it is our aim to contribute to a better knowledge on he concept of brand equity

Barreras de cambio y confianza: impacto sobre las recomendaciones boca-oído en el entorno online

El objetivo del presente trabajo es contribuir al estudio de los factores que favorecen una de las manifestaciones más interesantes de la lealtad: las recomendaciones favorables a terceros. Para ello se ha elegido como contexto de análisis el sector de las agencias de viaje virtuales. En dicho entorno y, a diferencia de las investigaciones existentes hasta la fecha en el entorno on-line, se evalúa el papel que tienen las barreras de cambio en la estabilización de las relaciones entre la empresa y sus clientes, distinguiendo dentro de las mismas dos componentes en función de su naturaleza: barreras de cambio positivas y barreras de cambio negativas. Se comprueba la influencia directa de dichas barreras de cambio sobre la comunicación interpersonal, así como su contribución a la capacidad explicativa de una de las variables clave en el marketing de relaciones: la confianza. Las implicaciones empresariales que se derivan de los resultados obtenidos en la investigación empírica facilitan la reflexión a las empresas que operan en la Red sobre estrategias adecuadas que permitan obtener una cartera de clientes estables que lleven a cabo recomendaciones positivas a terceros.In the services sector positive word-of-mouth is regarded as one of the most important consumer behavior for firms Thus, one of the most important questions within services marketing is the analysis of the factors influencing this variable, with a view to strengthening it.The current article attempts to extend previous research by testing the effects of customer trust and two types of switching barriers – negative and positive – on the most relevant manifestation of attitudinal loyalty (positive recommendations) in an online environment: virtual travel agencies. To this end, a total of 480 online customers were surveyed. The hypotheses were tested using structural linear equations through EQS version 6.1a for Windows. The distinction between negative and positive switching barriers is important to draw theoretical and managerial implications

Satisfaction with service recovery: Perceived justice and emotional responses.

This study examines the relationship between perceived justice, emotions, and satisfaction during service recovery (SR). The current research work proposes a model analyzing the direct effects of justice on satisfaction, along with its indirect effects, via emotions. A field study that captures consumer perceptions of actual SR situations in the cellular-telephone sector tests the model. The paper investigates the relative effects of the dimensions of perceived justice on satisfaction and the emotions triggered by SR. Results indicate that all three justice dimensions affect satisfaction, with procedural justice showing the strongest relative influence, as well as being the only dimension affecting the emotions. Results also show that negative emotions mediate the effects of justice on satisfaction with SR (SSR)

Phytoplankton distribution in Mar Menor coastal lagoon (SE Spain) during 2017.

The Mar Menor is a Spanish coastal lagoon of great ecological and economic interest. The agricultural and tourist activities developed in the surroundings of the lagoon, together with the modifications in its channels of connection with the Mediterranean Sea, have notably a ected the quality of its waters, which is altering the natural balance of the ecosystem. In this work, an analysis of the density of phytoplankton present in the lagoon between the months of May to December 2017 was carried out. The results indicate a significant increase in phytoplankton density between 2500 and 67,300 cells/mL compared to previous data of 1981 (between 10 and 500 cells/mL). Concentration of Chlorophyll-a arrives to 13 ug/L and transparency of water reduces to 1.3 m according to Secchi disk depth. The presence of Chlorophyceae, Chrysophyceae, and nanoplanktonic Cryptophyceae stands out, while species diversity drops significantly. Observing the evolution of the lagoon, we can deduce that eutrophication process could increase. To avoid this, it would be necessary to implement control measures for the use of fertilizers in nearby growing areas and to study water treatment techniques to reduce nitrogen inputs so that phytoplankton densities can decrease

Selective Reagent Ion Mass Spectrometric Investigations of the Nitroanilines

This paper presents an investigation of proton and charge transfer reactions to 2-, 3- and 4-nitroanilines (C6H6N2O2) involving the reagent ions H3O+·(H2O)n (n=0, 1 and 2) and O2+, respectively, as a function of reduced electric field (60-240 Td), using Selective Reagent Ion-Time-of-Flight-Mass Spectrometry (SRI-ToF-MS). To aid in the interpretation of the H3O+·(H2O)n experimental data, the proton affinities and gas-phase basicities for the three nitroaniline isomers have been determined using density functional theory. These calculations show that proton transfer from both the H3O+ and H3O+·H2O reagent ions to the nitroanilines will be exoergic and hence efficient, with the reactions proceeding at the collisional rate. For proton transfer from H3O+ to the NO2 sites, the exoergicities are 171 kJ mol-1 (1.8 eV), 147 kJ mol-1 (1.5 eV) and 194 kJ mol-1 (2.0 eV) for 2-, 3- and 4-nitroanilines, respectively. Electron transfer from all three of the nitroanilines is also significantly exothermic by approximately 4 eV. Although a substantial transfer of energy occurs during the ion/molecule reactions, the processes are found to predominantly proceed via non-dissociative pathways over a large reduced electric field range. Only at relatively high reduced electric fields (>180 Td) is dissociative proton and charge transfer observed. Differences in fragment product ions and their intensities provide a means to distinguish the isomers, with proton transfer distinguishing 2-nitroaniline (2-NA) from 3- and 4-NA, and charge transfer distinguishing 4-NA from 2- and 3-NA, thereby providing a means to enhance selectivity using SRI-ToF-MS.(VLID)4826158Version of recor

Evaluación cognitiva y afectiva de las estrategias de recuperación del servicio: relaciones entre justicia percibida, emociones y satisfacción

El artículo analiza los efectos de las distintas dimensiones de justicia percibida sobre la satisfacción del cliente con la solución del problema propuesta por la empresa. También estudia las emociones que experimentan los clientes ante las estrategias de recuperación del servicio. Para ello, se adopta una concepción jerárquica de las emociones que diferencia entre emociones positivas y negativas. Concretamente, el estudio se fundamenta en las aportaciones de la Teoría de la Equidad, la Teoría del Control del Afecto y la Teoría de la Apreciación Cognitiva. De este modo, se evalúa el efecto de las dimensiones de justicia percibida sobre ambos tipos de emociones y cómo dichas emociones influyen en la satisfacción con la recuperación del servicio. El sector de análisis elegido ha sido el de líneas aéreas, uno de los sectores de la economía española con mayor número de quejas de los usuarios a consecuencia de la existencia de fallos en la prestación del servicio. Los resultados obtenidos corroboran la importancia otorgada a nivel teórico a la justicia percibida, así como a las emociones. Estas últimas tienen un efecto directo sobre la satisfacción y, al mismo tiempo, actúan como mediadoras en la relación entre justicia percibida y satisfacción con la recuperación del servicio. Las conclusiones plantean que la satisfacción tiene tanto antecedentes cognitivos como afectivos que deben ser considerados cuando se desarrolla una cultura empresarial caracterizada por la necesidad de adoptar estrategias eficientes de recuperación del servicio

El valor de marca: perspectivas de análisis y criterios de estimación

[ES] A lo largo de la última década, se ha originado un importante debate acerca de lo que debe entenderse por valor de marca. En la delimitación de este concepto se han utilizado varias perspectivas de análisis y criterios de estimación muy diferentes, de ahí que aún exista sobre este tema una excesiva ambigüedad. En este trabajo se presenta un marco teórico donde se contemplan distintas perspectivas de estudio y varios criterios de estimación del valor de marca. A partir de este marco, se analizan empíricamente siete criterios de estimación de acuerdo con la información recogida de una muestra de usuarios sobre seis marcas de zapatillas de deporte. Con ello se pretende contribuir a un mejor conocimiento del concepto de valor de marca.[EN] An important issue was raised for discussion trough the last decade regarding the meaning of brand equity. Different forms of analysis and estimation criteria have been applied, and that is the reason for the current ambiguity on its meaning. In this article, we present a theoretical frame were several forms of study and criteria for brand equity estimation are empirically analysed. Using six different brands of training shoes, seven estimation variables are empirically analysed in accordance with the opinions given by a sample of users for these different brands. By means of this analysis, it is our aim to contribute to a better knowledge on he concept of brand equity