Justice, emotions and satisfaction in complaint behavior in services

This study proposes a marketing approach to service recovery (SR) models in order to help to explain what factors affect cumulative satisfaction, loyalty and word-of-mouth following complaint behavior. The model has its base on the definition of perceived justice and its influence on satisfaction with service recovery (SSR) and on emotions (positive and negative). Trust acts as a central construct in the model, receiving influence from the affective and cognitive aspect and mediating the relationship between SSR and cumulative satisfaction and between positive/negative emotions and loyalty. The sample for this study consists of 303 Spanish B2C-EC users who made a complaint after an electronic transaction. Results from the analysis show the influence of perceived justice ?mainly interactional justice and procedural justice? on SSR, and the relevance of positive emotions as a key factor in SSR processes, in contrast to the major role which negative emotions have traditionally played in these models. Furthermore, trust mediates the relation between SSR and cumulative satisfaction, and is the factor which has a higher influence on loyalty, whilst cumulative satisfaction becomes the more relevant factor affecting WOM

Emotions in services: complaint in B2C e-commerce

This study proposes a service recovery (SR) model to describe how cumulative satisfaction, loyalty and word-of-mouth are affected by complaints. The model is based on the role of positive and negative emotions in satisfaction with service recovery (SSR) processes. While prior SSR studies usually investigated only negative emotions and satisfaction with a specific transaction, this research considered both positive and negative emotions

Successful loyalty in e-complaints: FsQCA and structural equation modeling analyses

An increasing number of consumers shift their buying activities from physical stores to retail websites. The reasons for this change are lower prices, time savings and a wider selection of products and services available on websites (Brunner et al., 2014). At the end of 2014, more than 3 billion people used Internet. In Europe 565 million people already use the Internet (79% of the population), and 47% make online purchases (Ecommerce Europe, 2014). Despite efforts by B2C e-commerce firms to offer high-quality services, providing a failure-free service proves almost impossible. Depending on how firms handle service recovery, results may vary massively: from losing an angry customer to retaining a satisfied who may still be willing to purchase again in the future

Value, quality, purchasing habits and repurchase intention in B2C: differences between frequent and occasional purchasers

Este estudio propone un modelo integrador de la recompra en comercio electrónico (B2C), basado en la teoría de la confirmación de expectativas, tomando como partida el modelo de Bhattacherjee extendido con el modelo de satisfacción Cronin. El modelo de investigación se ha probado con 536 compradores españoles, usando análisis multigrupo. El modelo fue capaz de explicar más del setenta por ciento de la varianza de la intención de recompra. Como resultados, la relación entre la calidad y la satisfacción es no significativa para todos los tipos de consumidores y la relación entre la utilidad y la recompra es no significativa sólo para los compradores más frecuentes. Algunas ideas para llevar a la práctica son presentadas a modo de discusión

Public policies for the development of digital content industry: an international prospective

This research has been an analysis of public policies for the development of the digital content industry developed in Germany, UK, France and Italy (countries close to our cultural, economic and political) and Israel and the United States (countries with high development of digital content sector). The analysis of policy measures in these countries has identified three lines of action: creating and fostering entrepreneurial centers, finding new ways to deliver content to specific programs demand and internationalization. For each action line describes specific policy measures in the countries under comparison that, according to national and international experts, have had an impact on the development of the digital content industry in selected countries and could be of interest for application to the content sector in Spain

Information in the knowledge economy: challenges and opportunities for Spain

Based on the concept of information, we begin with a brief review of the definition of the knowledge economy. There are two lines of evaluating the knowledge economy: the first is based on the use of summary indicators in a model with four pillars: regulatory environment, education, ICT infrastructure and innovation; the second is more quantitative, using economic techniques of accounting knowledge. We then defend the use of an existing international summary indicator that provides an overview of the challenges and opportunities for the generation and use of knowledge in Spain, enhanced by the results of a recent study on the dissemination of knowledge in various productive sectors. After completing the analysis from both perspectives, we obtain some conclusions and recommendations that would enable a more optimal use of knowledge in Spain

Study of a hybrid OCDMA-WDM segmented ring for metropolitan area networks

Proceeding of: 12th International Conference on High Performance Switching and Routing, Cartagena, Spain, July 4-6, 2011Optical Code Division Multiple Access (OCDMA) techniques have shown outstanding capabilities in the sharing of optical media, in particular in access networks. However, OCDMA systems may suffer from Multiple Access Interference (MAI) and other kinds of noise when many users access the shared media simultaneously, increasing the BER (Binary Error Rate) to unacceptable levels, that is, a situation at which all combined signals interfere and are lost. This work proposes a mixed OCDMA and Tunable Transmitter- Fixed Receiver (TT-FR) WDM and ring architecture at which the ring is split into small-size segments to limit the probability of MAI. Essentially, every segment in the ring has got two hub nodes (on the segment’s head and tail) which forwards inter-segment traffic to other hub nodes on dedicated home wavelengths, thus making use of WDM. The access media inside the segment is shared between the nodes by means of OCDMA, and code reuse is possible on different segments. Our performance analysis shows how to split a given ring into segments in order to minimise the BER due to multiple users accessing the network and allow for high bit-rates for a given traffic load. In addition, we analyse the possibility of introducing Forward Error Correction (FEC) at a moderate overhead cost to improve performance.The work described in this paper was carried out with the support of the BONE project (“Building the Future Optical Network in Europe”), a Network of Excellence funded by the European Commission through the 7th ICT-Framework Programme. Additionally, the authors would like to thank the support of the T2C2 Spanish project (under code TIN2008-06739-C04-01) and the Greencom UC3M-CAM project under code (CCG10-UC3M/TIC-5624).Publicad

Towards an energy efficient 10 Gb/s optical ethernet: performance analysis and viability

The new IEEE 802.3az Energy Efficient Ethernet (EEE) standard will improve significantly the energy efficiency of 10 Gbps copper transceivers by the introduction of a sleep mode for idle transmission times. The next step towards energy saving seems to be the application of similar concepts to Optical Ethernet, both for short and long range links. To this aim, this paper starts by proposing an analytical model to estimate the energy consumption of a link that uses a sleep-mode power saving mechanism. This model can be useful to answer a number of questions that need to be carefully studied. Otherwise, the complexity of optical components could be increased for the sake of an energy saving that could turn out negligible. In the rest of the paper we analyze three key questions to try to shed some light on this design decision: (a) is the new copper EEE actually outperforming the current regular optical Ethernet in terms of energy saving in such a way that optical PHYs (transceivers) actually need a green upgrade to remain more energy efficient than their copper counterparts? (b) How much energy saving could be actually achieved by EE optical Ethernet? (c) What is the transition time required to achieve a substantial energy saving at medium traffic loads on EE 10 Gb/s optical Ethernet links? The answer to the latter question sets a concrete goal for short-term research in fast on–off laser technology.This work has been supported by a Google Research Award, by the BONE project ("Building the Future Optical Network in Europe"), a Network of Excellence funded by the European Commission through the 7th ICT-Framework Program, by the MEDIANET project and by the Spanish MCINN grants TIN2008-06739-C04-01/TSI and PR2009- 0221. The authors would also like to acknowledge the support for this work from the UC3M-CAM Greencom research grant (under code CCG10-UC3M/TIC- 5624) and TEC2008-02552-E/TEC.Publicad

Internet as an information source in the purchasing process: towards a comprehensive consumer approach

Traditional purchasing processes have become more complex and sophisticated with the appearance of the internet. The increasing number of internet users and the ease of access to information are pushing businesses to revise their communication strategies and management plans for online and offline channels. This study analyses the relationship between the information search and the point of purchase in multichannel environments. The main result of this research is that a comprehensive analysis of the consumer and the ability to track their online and offline purchasing habits can provide businesses with valuable data to deploy information resources in a way that optimally meets consumer needs according to the products offered

A Bloom Filter-Based Monitoring Station for a Lawful Interception Platform

Lawful Interception (LI) is a fundamental tool in today's Police investigations.Therefore, it is important to make it as quickly and securely as possible as well as a reasonable cost per suspect. This makes traffic capture in aggregation links quite attractive, although this implies high wirespeeds which require the use of specific hardware-based architectures. This paper proposes a novel Bloom Filter-based monitoring station architecture for efficient packet capture in aggregation links. With said Bloom filter, we filter out most of the packets in the link and capture only those belonging to lawful interception wiretaps. Next, we present an FPGA-based implementation of said architecture and obtain the maximum capture rate achievable by injecting traffic through four parallel Gigabit Ethernet lines. Finally, we identify the limitations of our current design and suggest the possibility of further extending it to higher wirespeeds.- Best Paper AwardThe work presented in this paper has been funded by the INDECT project grant number FP7-ICT-218086, and the Spanish CramNet project (grant no. TEC2012-38362-C03-01).European Community's Seventh Framework Progra