Papers by Juan Carlos Fandos Roig
International Journal of Tourism Cities
Purpose This paper aims to establish the causal relationship between destination image and touris... more Purpose This paper aims to establish the causal relationship between destination image and tourist motivation and engagement. Design/methodology/approach A causal model with seven hypotheses was tested into a sample of 438 domestic tourists in Acapulco (Mexico). Findings Cognitive destination image is the main antecedent of tourist engagement, exerting an important direct and indirect effect through push and pull motivations. Affective image also exerts a direct effect on tourist engagement and an indirect effect through push and pull motivations. Only pull motivations exert an influence on tourist engagement. Research limitations/implications The study is based on domestic tourists at a sun and beach destination. Practical implications Destination management organisations should invest in the care, improvement and promotion of tourism resources. Online and offline communication campaigns should be based on tourism resources and experiences. Originality/value This paper fulfils thre...
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Management Decision
PurposeThis study aims to explore customer perceived value (CPV) dimensions in the context of fre... more PurposeThis study aims to explore customer perceived value (CPV) dimensions in the context of free mobile educational applications (EduApps) which are paramount in learning-based digital start-ups and are essential for the implementation of circular economy (CE). The purpose of the present study is to identify dimensions of CPV specifically for EduApps and propose a conceptual model that would assist the digital start-up decisions which in turn can be a catalyst in navigating to a CE.Design/methodology/approachThe study uses the Netnography approach by analyzing online user-generated content. A total of 13,147 reviews posted on the Google play store after using top free education apps were coded using ATLAS.ti 9 software.FindingsMajor dimensions of context-specific CPV are identified as technical value, content value, pedagogical value, gamification value and learning value. Subdimensions and items are extracted for each of these dimensions.Practical implicationsThe larger subscribe...
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Innovar-revista De Ciencias Administrativas Y Sociales, 2006
Devido ao entorno empresarial extremamente competitivo no qual sao submersas as empresas do nosso... more Devido ao entorno empresarial extremamente competitivo no qual sao submersas as empresas do nosso entorno, assume cada vez mais importância o estabelecimento de aliancas ou acordos duradouros no tempo entre empresas com interesses comuns. Assim, sera de especial importância a analise da qualidade de tais relacoes entre as partes, como medida de avaliacao total da forca duma relacao entre empresas. Tomando-se em consideracao que nao existe uniformidade aparente entre os autores sobre a dimensionalidade deste construto estudaremos neste caso como dimensoes ou construtos de segunda ordem da qualidade da relacao ao compromisso, a confianca e a satisfacao.
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International Journal of Retail & Distribution Management, 2021
PurposeWith the gradual decline of the small retail sector in the past recent years, few research... more PurposeWith the gradual decline of the small retail sector in the past recent years, few researchers have been addressing the issue from a motivational approach. This paper aimed to examine the role of utilitarian, hedonic and ethical motives in the process of forming consumer loyalty in a retail setting.Design/methodology/approachA total of 213 surveys were carried out among regular fashion and accessories shoppers in Spanish small-sized retailers. A two-step methodology proposed by Anderson and Gerbing (1988) was applied to test the model.FindingsEthical shopping motivation was found to have the most relevant impact on its perceived quality and on its reassurance to a small-sized retailer, as it represented a strategic asset. Although the most appropriate approach would not be focused mainly on ethical aspects in order to be competitive in the new retailing landscape, consumers should recognize that they are contributing to a worthy cause while enjoying the shopping experience.Pra...
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Cuadernos de Gestión, 2019
Taking as reference the period of deep financial and economic crisis suffered at global level, wi... more Taking as reference the period of deep financial and economic crisis suffered at global level, with special incidence in the Spanish financial industry, this paper examines the effect of entity crisis on consumer loyalty, studying the halo effect on trust, brand image and social norms. A causal model is proposed and contrasted with a sample of 500 bank customers and structural equation models were used to verify the hypothesized relationships. The contribution of this research is related to the analysis of the model proposed from a theoretical and empirical perspective. The general model establishes the consumption habits of customers during an entity crisis. It can be seen that the most important antecedent of loyalty are social norms, followed by trust and then brand image. However, the intensity of the crisis in each entity changes the results. The findings suggest that loyalty is an anti-cyclic strategy for firms. Investing in building customer loyalty in boom years generates po...
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International Journal of Bank Marketing, 2016
Purpose – The purpose of this paper is to address the aftermath of the crisis that has plagued th... more Purpose – The purpose of this paper is to address the aftermath of the crisis that has plagued the Spanish financial sector from a microeconomic and emotional perspective associated to financial entities’ relationships with their customers. Design/methodology/approach – The authors build a model of effects with structural equation modelling based on the quality of the relationship between financial entities and their customers. The authors identify the different dimensions of quality in the entity’s service provision (tangible quality, functional quality and staff quality) as essential antecedents of the different dimensions of relationship quality (satisfaction, trust and loyalty). Moreover, the authors develop a multi-group analysis to test the moderator effect of age in the proposed model. Findings – The work shows that bank customers have been eminently results driven focusing on functional quality which is a determinant cause of customer satisfaction and trust. Research limitat...
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Revista Brasileira de Marketing, 2013
Para cada negcio importante para manter uma clientela fiel a ele para ajud-lo a sobreviver no tem... more Para cada negcio importante para manter uma clientela fiel a ele para ajud-lo a sobreviver no tempo. Esta situao ainda acentuada na medida em que aumenta a concorrncia e aumenta incerteza. No momento estas so duas caractersticas que so realmente desenvolvidos. Por causa da profunda crise em que estamos, e outros elementos, tais como a globalizao eo desenvolvimento de novas tecnologias e sistemas de comunicao que enfrentamos um cenrio manifesta enorme concorrncia e incerteza encontrar. , portanto, mais do que nunca necessrio conhecer em profundidade como conseguir clientes para ser leal, e desenvolver verdadeiras estratgias de fidelizao. Neste artigo, apresentamos seqencial de formao abordagem lealdade do consumidor a fim de aprofundar a compreenso do conceito. Alm disso, podemos concluir estudar o efeito combinado dos custos de comutao como um elemento que promove a continuidade com a relao. Isso d ao consumidor faz um processamento cognitivo mais informaes em suas primeiras avaliae...
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International Journal of Bank Marketing, 2006
PurposeThe purpose of this research is to analyse the dimensionality of the concept of perceived ... more PurposeThe purpose of this research is to analyse the dimensionality of the concept of perceived value in the banking sector, adapting the GLOVAL scale of measurement of perceived value to the banking services sector.Design/methodology/approachA total of 200 customers of financial entities were surveyed, and structural equations models were used to verify the reliability and validity of the scale of perceived value.FindingsPerceived value is found to be a multidimensional construct composed of six dimensions: functional value of the establishment, functional value of the personnel; functional value of the service; functional value price; emotional value; and social value. A scale of overall perceived value in financial services was obtained, composed of six dimensions and represented by 22 items that are significant for their measurement.Research limitations/implicationsIn future studies it would be interesting to include items to measure non‐monetary sacrifices, such as waiting tim...
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Sustainability, 2020
The main aim of this paper is to analyze the influence of service companies’ corporate social res... more The main aim of this paper is to analyze the influence of service companies’ corporate social responsibility (CSR) actions on final customer’s loyalty. A theoretical model of loyalty formation based on CSR was proposed and a sample of 1125 final customers of financial services in Spain was studied. Structural equation models were used to verify the hypothesized relationships. Based on the CSR theory oriented to stakeholders, this work justifies the direct and positive relationship between the perception of CSR actions in the shopping experience and customer trust. We also verified a positive indirect influence on loyalty. The services industry was chosen to conduct this research due to its own particularities (intangibility, inseparability, heterogeneity and perishability). As it is impossible to evaluate a service before its consumption, a high level of trust in the supplier will be necessary to motivate the purchase decision. We conclude that CSR becomes a key strategic asset for ...
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Revista Brasileira de Marketing, 2013
Para toda empresa es importante mantener una cartera de clientes fieles a la misma que le ayuden ... more Para toda empresa es importante mantener una cartera de clientes fieles a la misma que le ayuden asobrevivir con el tiempo. Esta situación todavía se acentúa en la medida que aumenta lacompetencia y se incrementa la incertidumbre. En la actualidad éstos son dos rasgos que se venrealmente desarrollados. Debido a la profunda crisis en que nos encontramos, y a otros elementoscomo la globalización o el desarrollo de las nuevas tecnologías y de los sistemas de comunicaciónque encontramos ante un escenario de enorme competencia y de manifiesta incertidumbre. Es portanto necesario, más que nunca conocer en profundidad cómo llegan los clientes a ser fieles, ydesarrollar verdaderas estrategias de fidelizació n. En este trabajo, presentamos el enfoquesecuencial de formación de la lealtad del consumidor para poderse profundizar en la comprensióndel concepto. Además, lo completamos estudiando el efecto conjunto de los costos de cambio comoelemento que fomenta la continuidad con la relación. Se obtiene que el consumidor realiza unproceso de información más cognitivo en sus primeras evaluaciones del servicio recibido y portanto en sus primeras etapas de lealtad. A medida que el consumidor avanza en el proceso s ucomportamiento se vuelve más directo y mecánico, por lo que el vinculo cliente-empresa podemosdecir que es más fuerte.
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EDULEARN proceedings, 2017
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The objective of this study is to analyse the moder ating effects of gender and education on user... more The objective of this study is to analyse the moder ating effects of gender and education on users’ loyalty to the website of an airline. We provide a tested model for greater understanding the effects of gender and education o n the loyalty of experienced users in utilitarian purchasers of airline’s website. The re sults reveal that website quality, esatisfaction, e-trust and affective e-loyalty are a ntecedents of conative e-loyalty in loyalty relationships between passengers and airlin e websites, as well as the importance of university education in the configuration of loy alty to the website. Consumers with university education are found to be more likely to purchase through the websites of airline companies than those without. Also, accordi ng to the most recent literature, the moderating effect of gender has been found non-sign ifica t in most of the causal relationships presented in the model studied.
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La presente tesis tiene como objetivo principal el profundizar en el conocimiento del concepto de... more La presente tesis tiene como objetivo principal el profundizar en el conocimiento del concepto de lealtad y de entender mejor cual es el proceso que lleva a un cliente a decidir volver a comprar al mismo proveedor planteamos el presente trabajo de investigacion. Es importante entender las bases del comportamiento relacional de los consumidores para poder conocer que pasa en la mente del consumidor, desde que realiza las evaluaciones del producto o servicio recibido hasta que materializa, o no, un determinado comportamiento de lealtad. Para ello vamos a tomar como marco de referencia un modelo proveniente de psicologia social que explica el comportamiento de los individuos a traves de las actitudes. Como muy bien indican los investigadores en psicologia, es una tarea muy complicada explicar el comportamiento humano en toda su complejidad. Sin embargo, se pueden realizar aproximaciones a varios niveles: desde el estudio de los procesos psicologicos del individuo, hasta la investigacio...
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Revista Internacional de Ciencias Sociales, 2014
ABSTRACTThe subjects of Basis of Marketing of the Degrees of Audiovisual Communication and Advert... more ABSTRACTThe subjects of Basis of Marketing of the Degrees of Audiovisual Communication and Advertising and Public Relations at the Universitat Jaume I develop a practical project for the application of the concepts covered in class in a real and professional context focused on companies and institutions from the local context. The objectives and competences defined in this project were achieved satisfactorily, significantly improving the assimilation and understanding of concepts from the theoretical approach and strengthen the skills of the student such as team work, communication, critical thinking and problem resolution. The cooperative methodology in a professionalized context significantly increased motivation achieving effectively manage the transmission of knowledge from the classroom to the real world.RESUMENLas asignaturas de Fundamentos de Marketing de los Grados de Comunicación Audiovisual y Publicidad y Relaciones Públicas de la Universitat Jaume I desarrollan un proyect...
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Revista Internacional de Ciencias Sociales, 2015
ABSTRACTThe subjects of Management (Bachelor of Business Administration) and Promotion (Bachelor ... more ABSTRACTThe subjects of Management (Bachelor of Business Administration) and Promotion (Bachelor of Advertising and Public Relations) perform charity market promotional campaign organized by the students of nursery and primary public school in Castellón (Spain). The objetives and competences defined in the project were successfully achieved, improving teamwork, communication, critical capacity and social awareness of the university. The cooperative methodology significantly increased motivation to effectively manage the transmission of knowledge from classroon to society.RESUMENLas asignaturas dirección comercial (licenciatura de administración y dirección de empresas) y promoción comercial (licenciatura de publicidad y relaciones públicas) realizan la campaña promocional del mercadillo solidario organizado por los alumnos de infantil y primaria de un colegio público en la localidad de Castellón (España). los objetivos y competencias definidas en este proyecto fueron alcanzados de f...
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International Journal of Bank Marketing, 2018
Purpose The purpose of this paper is to analyze consumer trust during a financial crisis, studyin... more Purpose The purpose of this paper is to analyze consumer trust during a financial crisis, studying its antecedents and consequences. The perceptions of older and younger consumers are also compared. Design/methodology/approach The theoretical model of trust formation is tested on a random sample of 634 individuals from the three largest Spanish cities, Madrid, Barcelona and Valencia, in a period of economic crisis. Structural equation models were used to verify the global hypothesized relationships. Additionally, the total sample was divided into two groups (younger and older consumers) in order to test the moderating effect of age in the proposed relationships. Findings In a period of financial crisis, older consumers’ trust is protected by an emotional and experiential shield from the effects of negative news in the surrounding environment. In contrast, trust, although important, is not the core variable for the younger segment, whose preferences are the consequence of a broad ran...
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Papers by Juan Carlos Fandos Roig