Implantación internacional de los minoristas de moda Multicanal: capacidades dinámicas e incrustación en los mercados.

Para estudiar la actividad internacional de las empresas minoristas de moda proponemos un marco que analiza las diferentes dimensiones de 'incrustación' en los mercados exteriores con las capacidades dinámicas. Partiendo de nueve entrevistas en profundidad a directivos de empresas del sector, obtenemos que cada dimensión de incrustación se apoya en diferentes capacidades dinámicas. La social requiere capacidades de construcción de marca que interactúen con las capacidades de gestión del canal y de gestión del conocimiento; la relacional está respaldada por las capacidades de gestión de los canales, mientras que la territorial lo está también por las capacidades de gestión de los canales. To study the international activity of fashion retail firms we propose a combined embeddedness-dynamic capabilities framework. We collect data through nine in-depth interviews related to international fashion retail companies. Our findings show each dimension of embeddedness is supported by different dynamic capabilities. Societal embeddedness requires brand building capabilities that interact with the capabilities of channel management and knowledge management. Network embeddedness is supported by channel management capabilities, while also territorial embeddedness is supported by the channel management capabilities

The Transition of small Spanish wineries toward multi-channel distribution

Purpose This paper aims to analyses the development of exploitation and exploration capabilities, and the role of ambidexterity, in the evolution of small Spanish wineries toward multi-channel distribution systems. Design/methodology/approach A qualitative methodology based on the analyses of multiple cases supported by a computer assisted qualitative data analysis software with an abductive approach was used to study the relationship between ambidexterity and the multi-channel integration of six wineries. Findings Companies with more advanced multi-channel distribution systems have more developed ambidexterity capabilities. This ambidexterity stems fundamentally from the ability to simultaneously maintain relations with distributors and innovate and search for creative ways to satisfy new customers. Research limitations/implications The research is based on insights from companies based in Spain. Practical implications Spanish small and medium enterprises in the sector are in an underdeveloped phase of multi-channel integration. To be successful in this process, these companies must combine exploitation and exploration capabilities. Social implications If the company is able to develop an integrated multi-channel distribution system leading to an omnichannel system, consumers will benefit from it, getting complete information at each specific stage of shopping. Originality/value This study provides the first description in academic literature of the usefulness of the concept of ambidexterity as a dynamic capability to explain the degree of development and multi-channel integration

Empleo de TIC y efectos relacionales en la cadena logística

Las organizaciones desarrollan sus actividades en un entorno crecientemente cambiante, donde las innovaciones tecnológicas tienen un papel clave en las relaciones entre empresas participantes en la cadena de suministros. Desde esta percepción, el objetivo de este trabajo consiste en analizar cuál es el papel de la implantación de tecnologías de la información y comunicación (TIC), y cómo dicha implantación, junto a la orientación al cliente de la organización, afecta al desarrollo de relaciones basadas en la confianza y el compromiso entre los miembros del canal de aprovisionamiento. El contraste de las hipótesis planteadas se realiza a través de la técnica de modelos de ecuaciones estructurales. Los resultados establecen la influencia de la orientación al cliente en la intensidad de la aplicación de TIC y en la confianza con el proveedor. Del mismo modo se confirma la relación entre la aplicación de TIC y el [email protected]; [email protected]; [email protected]

Axes of relationship value between manufacturers and retailers

Purpose - The purpose of this paper is to define the relationship strategy of manufacturers with their retail customers through the identification of axes for the creation of relationship value. Design/methodology/approach - A survey was carried out and 219 valid questionnaires were completed and returned by the purchasing managers of retail companies in the furniture sector. The model was estimated using the partial least squares approach. Findings - The results revealed three axes of value creation: the core axis, the information and communication technologies (ICTs) axis, and the access axis. These axes included the benefits and costs related to the product and the service provided, the ICTs of the manufacturing project, and the relationships with the sales personnel. Research limitations/implications - Due to the size of the sample, the authors were unable to analyse the potential unobserved heterogeneity of the sample. The authors would suggest that this aspect should be analysed in future research in order to attempt to segment clients. Practical implications - Seller support is the main element of value creation. The importance of the efforts made by management to strengthen the capacities of the field force may be highlighted. Originality/value - The main contribution of this study has been to increase the level of abstraction of the study of relationship value through the identification and modelling of its axes of creation for the under-researched retailers-suppliers relationship

Antecedents and consequences of virtual customer co-creation behaviours

Purpose - The purpose of this paper is to compare the antecedents and consequences of two distinct types of virtual co-creation behaviours that require different degree of effort from the customer, i.e. customer participation (CPB), and customer citizenship (CCB) behaviour, in a cross-cultural study. Design/methodology/approach - A survey was conducted among members of online panels in the UK and Spain, reaching a sample of 800 online individuals who participate in online co-creation processes with fashion retailers. This design allows us to test the cross-cultural effects. Multi-group structural equations modelling was used to analyse the data. Findings - Virtual co-creation behaviours are driven by perceived ease-of-use of the co-creation platform, electronic word-of-mouth (e-WOM) quality and fashion involvement; however, the effects are different on CPB, affected by perceived ease-of-use more strongly, and on CCB, driven by e-WOM quality and fashion involvement more strongly. Higher level of co-creation increases satisfaction with co-creation, which mediates the effect on engagement and intention of future co-creation. The cross-cultural design reveals that most relationships hold in both countries, with the exception of the influence of fashion involvement on CPB, while some differences in the size of the effects appear between countries. Originality/value - This study contributes to increasing our knowledge on online co-creation in several ways. First, the authors investigate, in the online environment, two co-creation behaviours, CPB and CCB, and compare their antecedents. This paper provides a cross-cultural validation of the relationships between CPB and CCB's antecedents and consequences, identifying the different effects due to culture

The role of the store in managing postpurchase complaints for omnichannel shoppers

This paper focuses on postpurchase complaint behavior to understand under which conditions omnichannel shoppers choose to complain at the physical store instead of doing it through online channels. Using fuzzy-set Qualitative Comparative Analysis (fsQCA), we find that four different combinations of situational, channelrelated, and individual variables lead to complaining at the store. The motivation of seeking redress together with assertiveness and high dissatisfaction, play an essential role in the choice of complaint channel. The channel of purchase is not determinant for the choice of the store to complain. These findings have implications in terms of redefining the role of the store in the current omnichannel era

Identifying patterns in channel usage across the search, purchase and post-sales stages of shopping

Consumers today are using various channels to complete their purchase process. As shoppers pursue different goals at each stage of the process, channel choice may be explained by different drivers for search, purchase and post-sales activities. Our research framework is based on an extension of the TAM Model with the support of the Motivational Model, differentiating two types of motivations for channel usage: intrinsic and extrinsic. Moreover, we rely on transaction costs economics to explain different channel usage at each shopping stages and for different product categories. Lineal regression and cluster analysis are applied to data collected through a survey answered by 1,533 multichannel retail shoppers within two product categories (apparel and consumer electronics) in two countries (UK and Spain). Our findings show that segments with different usage patterns and motivations can be identified across the shopping process and that the drivers of channel usage are different depending on the stage of the buying process and the product category considered

Understanding loyalty in multichannel retailing: the role of brand trust and brand attachment

Purpose. The purpose of this paper it to understand loyalty in the multichannel retail context. The paper analyses the interplay between offline and online loyalty and the direct and indirect effects on loyalty of brand trust and brand attachment, in a cross-cultural study. Design/methodology/approach. Online survey answered by 761 multichannel apparel shoppers in two countries (UK and Spain). SEM multigroup analysis is performed to test the hypothesized relations and the role of culture as a moderating variable. Findings. Online loyalty is largely driven by offline loyalty, which is also positively affected by brand trust and brand attachment. These relationships hold across the two different cultures. Research limitations/implications. The findings confirm the validity of applying the theory of cognitive dissonance to explain multichannel shopping behaviours. We did not find culture affects the relationships in our model; however, the validity of these findings should be tested considering other cultural variables different from nationality. Practical implications. Multichannel retailers should focus on building trust and attachment towards the brand if they want to get online and offline loyalty. The efforts to build stronger bonds between the customer and the retail brand translate into higher loyalty, particularly towards the offline channels. Originality/value. This paper extends the literature on the interactions between online and offline behaviour by focusing on the power of the brand to build strong customer bonds. Our model considers the role of brand attachment together with brand trust in offline and online loyalty simultaneously

The contribution of digitalisation, channel integration and sustainability to the international performance of industrial SMEs

Purpose - The purpose of this paper is to understand the contribution of digitalisation, channel integration and sustainability to the improvement of industrial small and medium-sized enterprises (SMEs)' international performance. Design/methodology/approach - Based on a reviewof the literature, the authors developed a researchmodel that included six hypotheses about the relationships between the constructs studied: digitalisation, channel integration, sustainability and international performance. The structural equation model was tested with data from a survey answered by 200 exporting industrial SMEs, by means of partial least squares regression. Findings - The digitalisation of SMEs contributes positively to channel integration and sustainability, while channel integration is positively related to their international performance. Although a direct relationship between digitalisation and international performance was not observed, a mediated relationship through channel integration was confirmed. Additionally, the multi-group analysis according to the level of internationalisation revealed that sustainability positively influences the international performance of companies with a high degree of internationalisation. Originality/value - This study is original insofar as it examined the role of digitalisation in the international performance of industrial SMEs, considering the mediating role of sustainability and channel integration

La produccion cientifica sobre distribucion comercial en españa, 1990-2000

Este trabajo presenta una revisión bibliográfica de la investigación académica sobre distribución comercial publicada en España en el horizonte temporal de 1990 a 2000. Tras una revisión de los trabajos sobre el estado de la cuestión de la investigación en marketing, y las aportaciones más específicas en el campo de la distribución comercial, presentamos la metodología y los principales resultados de la revisión de un número de trabajos procedentes de las publicaciones más relevantes en el campo del marketing. Se extraen conclusiones sobre el carácter científico de los trabajos, los grupos de investigación, la metodología empleada y el contenido de los trabajos y, finalmente, se proponen líneas de investigació[email protected]; [email protected]