Cross-cultural comparisons of consumer satisfaction ratings : a perspective from Albert Hirschman’s theory

Purpose This paper seeks to propose Albert Hirschman’s theory of “exit, voice and loyalty” as a complementary conceptual framework to Hofstede’s cultural dimensions and use them in conjunction to compare consumer satisfaction with services across cultures. Design/methodology/approach A model of satisfaction with complex services (higher education) is developed and then tested in two different cultures, Colombia and Spain, with a sample of 879 students. Structural equation modeling based on the partial least squares algorithm is used to test the proposed model. Findings Colombian students are more satisfied with the educational system than Spanish ones. This is explained by cultural and contextual differences that pose greater restrictions on accessibility to higher education, provide fewer choice alternatives and present more switching costs for the Colombian student. Originality/value This study applies the conditions of Hirschman’s theory in an international setting, offering a rich basis for understanding differences in consumer satisfaction that accounts for intra national diversityThe authors also acknowledge support received from the Spanish Ministry of Education and Science (Grant SEJ2007 65897) and the Institute Carmen Vidal BallesterPublicad

New insights on satisfaction prototypes for segmentation

This paper tests a conceptual segmentation using a criterion outlined by Oliver based on the satisfaction prototypes customers may follow. The empirical study was conducted with a sample of theme park visitors grouped into four satisfaction prototypes/segments. Results show the presence of important differences by groups in terms of both the effects of perceived value dimensions on satisfaction and the level of satisfaction by segment, supporting the proposed approach. The findings are valuable for a better identification of key drivers of segments' satisfaction, which will be helpful to redesign service experiences to better fit the varying preferences of modern consumers

Marketing practices and performance in a post-crisis scenario

This research explores the link between contemporary marketing practices, market orientation and business performance in Uruguay, an emergent country that has recovered from an economic crisis. These approaches seem to be related, but there is no existing evidence to confirm this impression. Lessons can be learned from understanding how effective is the adoption of marketing practices under a crisis scenario. Using data from interviews with 143 micro and small enterprises’ managers, we identify three clusters dependant on the combination of marketing practices: a multi-marketing cluster, a medium-level relationship marketing cluster and a transactional cluster. A model relating market orientation components and various performance measures is tested for the three clusters, showing that the multi-marketing and transactional clusters are more effective in translating efforts and resources into business outcome

Current marketing practices and market orientation in the context of an emerging economy : the case of Uruguay

This research explores the link between contemporary marketing practices, market orientation and business performance in Uruguay, an emergent country that has recovered from an economic crisis. These approaches seem to be related, but there is no existing evidence to confirm this impression. Lessons can be learned from understanding how effective is the adoption of marketing practices under a crisis scenario. Using data from interviews with 143 micro and small enterprises’ managers, we identify three clusters dependant on the combination of marketing practices: a multi-marketing cluster, a medium-level relationship marketing cluster and a transactional cluster. A model relating market orientation components and various performance measures is tested for the three clusters, showing that the multi-marketing and transactional clusters are more effective in translating efforts and resources into business outcomes

The recruit requirements of recent graduates: Approaching the existing mismatch

This paper explores quality perception and expectations in higher education considering 30 competences grouped into three standard sets: instrumental, interpersonal, and professional. Based on the SERVQUAL research model, the authors propose a four-gaps model to compare employers' and graduates' perceptions of the competences required by the labour market and the level of skills achieved after graduation, and examines the existence of discrepancies between them. Our model analyses the uneasy feeling perceived in the labour market due to the existing mismatch between the skills developed by students at university and those that the labour market demands using a higher learning institution. Data were collected by means of a survey conducted among recent graduates in economics, and from managers in companies where those graduates were working. Our findings reveal that graduates are not being taught the specific knowledge that would apparently be useful for successful integration into the labour market on leaving university (gap A). More importantly, graduates seem to lack self-esteem and confidence in their own abilities and knowledge (gap B). In our opinion, this research offers an important contribution to the understanding of skill gaps and contributes to empirical knowledge by identifying the aspects where the main discrepancies lie

Textos sobre educación universitaria: la docencia de la estadística (2017)

Esta publicación recopila las distintas contribuciones del Grupo de Innovación Docente Consolidado “ANDES - Análisis de Datos en Economía y Empresa” sobre la innovación docente en el amplio universo del análisis de datos. Esta obra tiene como objetivo hacer llegar a los docentes universitarios y a los interesados en la docencia universitaria la investigación y la innovación que se producen en este ámbito. El Grupo de Innovación Docente Consolidado “ANDES” tiene como objetivos estudiar, analizar, ajustar y movilizar los recursos y acciones necesarias para mejorar la docencia de la Estadística y otras asignaturas de análisis de datos, que se dirigen a estudiantes de diferentes Grados, como Estadística, ADE, Economía, etc. Fundamentalmente, el trabajo de innovación docente se focaliza en asignaturas obligatorias y troncales de los Grados mencionados.Este texto ha sido llevado a cabo en el marco del proyecto 2013PID-UB/004. Agradecemos a la Universitat de Barcelona su apoyo y financiación.Projecte 2013PID-UB/00

Market orientation and organizational performance in the nonprofit context. Exploring both concepts and the relationship between them.

The purpose of this paper is to explore the relationship between the concepts market orientation and organizational performance for nonprofit organizations. To understand the nature of this link in the nonprofit context, the authors will discuss and elaborate on the applicability of both concepts to nonprofits. They will develop multidimensional notions of "societal orientation" and "nonprofit organizational performance," which fit the specific operating environment of nonprofit organizations engaged in the provision of health and social services. The authors also propose a conceptual framework that relates both notions and present the main underlying propositions. They conclude by suggesting items to empirically measure both constructs and venues for future research. (author´s abstract)Series: Working Papers / Institut für Sozialpoliti

Textos sobre educación universitaria: la docencia de la estadística (2017)

Esta publicación recopila las distintas contribuciones del Grupo de Innovación Docente Consolidado “ANDES - Análisis de Datos en Economía y Empresa” sobre la innovación docente en el amplio universo del análisis de datos. Esta obra tiene como objetivo hacer llegar a los docentes universitarios y a los interesados en la docencia universitaria la investigación y la innovación que se producen en este ámbito. El Grupo de Innovación Docente Consolidado “ANDES” tiene como objetivos estudiar, analizar, ajustar y movilizar los recursos y acciones necesarias para mejorar la docencia de la Estadística y otras asignaturas de análisis de datos, que se dirigen a estudiantes de diferentes Grados, como Estadística, ADE, Economía, etc. Fundamentalmente, el trabajo de innovación docente se focaliza en asignaturas obligatorias y troncales de los Grados mencionados.Este texto ha sido llevado a cabo en el marco del proyecto 2013PID-UB/004. Agradecemos a la Universitat de Barcelona su apoyo y financiación.Projecte 2013PID-UB/00

Competitive strategy in socially entrepreneurial nonprofit organizations: innovation and differentiation

Social entrepreneurship has attracted an increasing volume of research in an attempt to understand the basis of successful value creation aimed at solving social problems. In an effort to advance social entrepreneurship research beyond its current focus on conceptualizing the concept, this article addresses the role of innovation in achieving greater social impact. Using multiple theoretical case studies, this research finds that innovation-based competitive strategies of socially entrepreneurial nonprofit organizations substantially contribute to the achievement of social value. Innovation-based strategies are uniquely characterized by a primary focus on differentiation, with innovations directed at product, process, and system change levels. They tend to actively involve both externally and internally focused learning. Nonprofit organizations' innovation strategies are strongly influenced by their organizational characteristics, in particular the need to build sustainable organizations. The article concludes with implications for theory and practice and directions for further research