¿Cómo varían los efectos de la innovación en el comercio minorista? Un análisis por categoría de producto

Bibliographische Referenzen

• Agustin, C., Singh, J., 2005. Curvilinear effects of consumer loyalty determinants in rela-tional exchanges. Journal of Marketing Research, 42(1), 96-108.
• Ailawadi, K. L., Keller, K. L., 2004. Understanding retail branding: conceptual insights and research priorities. Journal of retailing, 80(4), 331-342.
• Anderson, J.C., Gerbing, D.W., 1988. Structural equation modelling in practice: a review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423.
• Andreassen, T. W., Streukens, S., 2009. Service innovation and electronic word-of-mouth: is it worth listening to?. Management Service Quality, 19(3), 249-265.
• Anselmsson, J., Johansson, U., 2009. Retailer brands and the impact on innovativeness in the grocery market. Journal of Marketing Management, 25(1-2), 75-95.
• Arcos, V. A., Gutiérrez, S. S. M., Hernanz, R. P., 2014. La aplicación empresarial del marketing viral y el efecto boca-oreja electrónico. Opiniones de las empresas/Business application of viral marketing and Electronic Word-of-Mouth. Firm opinions. Cuader-nos de Gestión, 14(1), 15-31.
• Beckeman, M., Olsson, M., 2011. The role of Swedish retailers in food innovations. Inter-national Review of Retail, Distribution and Consumer Research, 21(1), 51-70.
• Beneke, J., Brito, A., Garvey, K. A., 2015. Propensity to buy private label merchandise. International Journal of Retail Distribution Management, 43(1), 43-62.
• Beneke, J., Zimmerman, N., 2014. Beyond private label panache: the effect of store image and perceived price on brand prestige. Journal of Consumer Marketing, 31(4), 301-311.
• Beristain, J. J., Zorrilla, P., 2011. The relationship between store image and store brand equity: A conceptual framework and evidence from hypermarkets. Journal of Retailing and Consumer Services, 18, 562-574.
• Biemans, W. G., Griffin, A., & Moenaert, R. K., (2016). Perspective: New service develop-ment: How the field developed, its current status and recommendations for moving the field forward. Journal of Product Innovation Management, 33(4), 382-397.
• Binninger, A. S., 2008. Exploring the relationships between retail brands and consumer store loyalty. International Journal of Retail Distribution Management, 36(2), 94-110.
• Björk, P., (2014). The DNA of Tourism Service Innovation: A Quadruple Helix Approach. Journal of the Knowledge Economy, 5(1), 181–202.
• Blackwell, R. D., Miniard, P. W., Engel, J. E., 2006. Consumer Behaviour, 10th ed. Cana-da: Thompson, South-Western.
• Bloemer, J., De Ruyter, K., 1998. On the relationship between store image, store satisfac-tion and store loyalty. European Journal of marketing, 32(5/6), 499-513.
• Boulding, W., Kalra, A., Staelin, R., Zeithaml, V. A., 1993. A dynamic process model of service quality: From expectations to behavioral intentions. Journal of Marketing Re-search, 30, 7-27.
• Brady, M. K., Knight, G. A., Cronin, J. J., Tomas, G., Hult, M., Keillor, B. D., 2005. Removing the contextual lens: A multinational, multi-setting comparison of service evaluation models. Journal of Retailing, 81(3), 215-230.
• Burt, S., Johansson, U. Thelander, A., 2007. Retail Image as Seen through Consumers’ Eyes: Studying International Retail Image through Consumer Photographs of Stores, International Review of Retail, Distribution and Consumer Research, 17(5), 447-467.
• Cambra-Fierro, J., Berbel-Pineda, J. M., Ruiz-Benítez, R., Vázquez-Carrasco, R., 2013. Analysis of the moderating role of the gender variable in service recovery process-es. Journal of Retailing and Consumer Services, 20(4), 408-418.
• Carl, W .J., 2006. What’s all the buzz about? Everyday communication and the relational basis of word-of-mouth and buzz marketing practices. Management Communication Quarterly, 19(4), 601-634.
• Chang, H. H., Fang, W., 2012. The effects of shopping value on retail outcomes: a com-parison between department stores and hypermarkets. The Service Industries Jour-nal, 32(14), 2249-2263.
• Chen, F.F., 2007. Sensitivity of goodness of fit indexes to lack of measurement invariance. Structural Equation Modeling, 14(3), 464-504.
• Chowdhury, J., Reardon, J., Srivastava, R., 1998. Alternative modes of measuring store image: An empirical assessment of structured versus unstructured measures. Journal of Marketing Theory Practice, 6, 72-86.
• Christofi, M., Leonidou, E., Vrontis, D., Kitchen, P., Papasolomou, I., 2015. Innovation and cause-related marketing success: a conceptual framework and propositions. Journal of Services Marketing, 29(5), 354-366.
• Cooil, B., Keiningam, T., Aksoy, L., Hsu, M., 2007. A longitudinal analysis of customer satisfaction and share of wallet: Investigating the moderating effect of customer char-acteristics. Journal of Marketing, 71, 67-83.
• Cortiñas, M., Chocarro, R. Villanueva, M. L., 2010. La heterogeneidad de los consumido-res en la valoración de la gestión minorista. Un análisis de segmentación post-hoc en modelos de ecuaciones estructurales. Revista Española de Investigación de Marketing ESIC, 14(1), 91-113.
• Cronin, J. J., Brady, M. K., Hult, G. T. M., 2000. Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Jour-nal of retailing, 76(2), 193-218.
• Delgado-Ballester, E., Hernández-Espallardo, M., Rodríguez-Orejuela, A., 2014. Store im-age influences in consumers’ perceptions of store brands: the moderating role of value consciousness. European Journal of Marketing, 48(9/10), 1850-1869.
• Djellal, F., Gallouj, F., Miles, I., 2013. Two decades of research on innovation in services: which place for public services?. Structural Change and Economic Dynamics, 27, 98-117.
• Eisenbeiss, M., Corneliben, M., Backhaus, K., Hoyer, W. D., 2014. Nonlinear and asym-metric returns on customer satisfaction: do they vary across situations and consum-ers?. Journal of the Academy of Marketing Science, 42(3), 242-263.
• Engel, J. F., Blackwell, R. D., Miniard, P.W., 1990. Consumer Behavior, 6th ed. Chicago, IL: The Dryden Press.
• Enz, C. A., (2012). Strategies for the Implementation of Service Innovations. Cornell Hos-pitality Quarterly, 53(3), 187–195.
• Flanagin, A. J., Metzger, M. J., Pure, R., Markov, A., Hartsell, E., 2014. Mitigating risk in ecommerce transactions: perceptions of information credibility and the role of us-ergenerated ratings in product quality and purchase intention. Electronic Commerce Research, 14(1), 1-23.
• Fornell, C., Larcker, D.F., 1981. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 28 (Febrero), 39-50.
• Fuentes-Blasco, M., Moliner-Velázquez, B., Gil-Saura, I., (2014). Effect of customer het-erogeneity on the relationship satisfaction-loyalty. Revista Española de Investigación de Marketing ESIC, 18, 78-92.
• Ganesan, S., George, M., Jap, S., Palmatier, R. W., Weitz, B., 2009. Supply Chain Man-agement and Retailer Performance: Emerging Trends, Issues, and Implications for Re-search and Practice. Journal of Retailing, 85(1), 84-94.
• Gelbrich, K. 2011., I Have Paid Less Than You! The Emotional and Behavioral Conse-quences of Advantaged Price Inequality. Journal of Retailing, 87(2), 207-224.
• Ghasemaghaei, M., Hassanein, K., 2015. Online information quality and consumer satis-faction: The moderating roles of contextual factors–A meta-analysis. Information.
• Giannopoulou, E., Gryszkiewicz, L., & Barlatier, J-P., 2014. Creativity for service innova-tion: a practice-based perspective. Managing Service Quality: An International Jour-nal, 24(1), 23–44.
• Giese, J. L., Cote, J. A., 2000. Defining customer satisfaction. Academy of Marketing Sci-ence Review, 1, 1-34.
• Gil-Saura, I., Ruiz-Molina, M. E., Berenguer-Contrí, G., 2014. Retail Innovativeness: Im-portance of ICT and Impact on Consumer Behaviour. En F. Musso, E. Druica (Eds.), Handbook of Research on Retailer-Consumer Relationship Development (pp. 384-403). IGI Global.
• Goyette, I., Ricard, L., Bergeron, J., Marticotte, F., 2010. e‐WOM Scale: word‐of‐mouth measurement scale for e‐services context. Canadian Journal of Administrative Sciences, 27(1), 5-23.
• Grewal, D., Ailawadi, K. L., Gauri, D., Hall, K., Kopalle, P., Robertson, J. R., 2011. Inno-vations in Retail Pricing and Promotions. Journal of Retailing, 87(1), 43-52.
• Halstead, D., 2002. Negative word of mouth: substitute for or supplement to consumer complaints?. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Be-havior, 15(1), 1-12.
• Harrison-Walker, L. J., 2001. The measurement of word-of-mouth communication and an investigation of service quality and customer commitment as potential antecedents. Journal of service research, 4(1), 60-75.
• Hartman, K. B., Spiro, R. S., 2005. Recapturing Store Image in Consumer-Based Store Equity: A Construct Conceptualization. Journal of Business Research, 58, 1112-1120.
• Homburg, C., Fürst, A., 2005. How organizational complaint handling drives customer loyalty: an analysis of the mechanistic and the organic approach. Journal of Market-ing, 69(3), 95-114.
• Homburg, C., Hoyer, W. D., Fassnacht, M., 2002. Service orientation of a retailer’s busi-ness strategy: dimensions, antecedents, and performance outcomes. Journal of Market-ing, 66(4), 86-101.
• Hristov, L., Reynolds, J., 2015. Perceptions and practices of innovation in retailing. Inter-national Journal of Retail Distribution Management, 43(2), 126-147.
• Imran, M., Ghani, U., Rehman, K. U., 2013. Consumer Perception of Store Image or Store Loyalty. Journal of Managerial Sciences, 7(1), 76-85.
• Jayawardhena, C., Morrell, K. Stride, C., 2016. Ethical consumption behaviours in su-permarket shoppers: determinants and marketing implications. Journal of Marketing Management, 32(7-8), 775-805.
• Jiang, L.A., Yang, Z., Jun M., 2013. Measuring consumer perceptions of online shopping convenience. Journal of Service Management, 24(2), 191-214.
• Jinfeng, W., Zhilong, T., 2009. The Impact of Selected Store Image Dimensions on Retailer Equity: Evidence from 10 Chinese Hypermarkets. Journal of Retailing and Consumer Services, 16, 486-494.
• Jones, M. A., Suh, J., 2000. Transaction-specific satisfaction and overall satisfaction: an empirical analysis. Journal of Services Marketing, 14(2), 147-159.
• Kahn, K. B., 2018. Understanding innovation. Business Horizons, 61(3), 453-460.
• Kamran-Disfani, O., Mantrala, M.K., Izquierdo-Yusta, A., Martínez-Ruiz, M.P., 2017. The Impact of Retail Store Format on the Shopper Satisfaction-Loyalty Relationship. Jour-nal of Business Research, 77, 14-22.
• Karadag, E., Dumanoglu, S., 2009. The productivity and competency of information tech-nology in upscale hotels: The perception of hotel managers in Turkey. International Journal of Contemporary Hospitality Management, 21(4), 479-490.
• King, R. A., Racherla, P., Bush, V. D., 2014. What we know and don’t know about online word-of-mouth: A review and synthesis of the literature. Journal of Interactive Market-ing, 28(3), 167-183.
• Ko, H.-T., & Lu, H.-P., 2010. Measuring innovation competencies for integrated services in the communications industry. Journal of Service Management, 21(2), 162–190.
• Kumar, A., Gupta, S. L., Kishore, N., 2014. Measuring Retailer Store Image: A Scale De-velopment Study. International Journal of Business and Economics, 13(1), 25-38.
• Kumar, V., Anand, A., Song, H., 2017. Future of retailer profitability: An organizing frame-work. Journal of Retailing, 93(1), 96-119.
• Kumar, V., Pozza, I. D., Ganesh, J., 2013. Revisiting the satisfaction-loyalty relationship: Empirical generalizations and directions for future research. Journal of Retailing, 89(3), 246-262.
• Leppäniemi, M., Jayawardhena, C., Karjaluoto, H., Harness, D., 2017. Unlocking behav-iors of long term service consumers: the role of action inertia. Journal of Service The-ory and Practice, 27(1), 270-291.
• Lii, Y. S., Chien, C. S., Pant, A., Lee, M., 2013. The challenges of long‐distance relation-ships: the effects of psychological distance between service provider and consumer on the efforts to recover from service failure. Journal of Applied Social Psychology, 43(6), 1121-1135.
• Litvin, S. W., Goldsmith, R. E., Pan, B., 2008. Electronic word-of-mouth in hospitality and tourism management. Tourism management, 29(3), 458-468.
• Love, J. H., Roper, S., & Bryson, J. R., 2011. Openness, knowledge, innovation and growth in UK business services. Research Policy, 40(10), 1438–1452.
• Lovelock, C., Wirtz, J., 2007. Services marketing: People, technology, strategy, 6th ed., Upper Saddle River: Prentice Hall.
• Luk, S.T.K, Sharma, P., SN Chen, I., 2013. Shopping motivation as a moderator in the retail service evaluation. Journal of services marketing, 27(1), 40-48.
• Marsh, H.W., Hocevar, D., 1985. Application of confirmatory factor analysis to the study of self-concept: first- and higher-order factor models and their invariance across groups. Psychological Bulletin, 97(3), 562-582.
• Martenson, R., 2007. Corporate brand image, satisfaction and store loyalty: A study of the store as a brand, store brands and manufacturer brands. International Journal of Retail Distribution Management, 35(7), 544-555.
• Martineau, P., 1958. The Personality of the Retail Store. Harvard Business Review, 36(1), 47-55.
• Mattila, A. S., Ro, H., 2008. Discrete negative emotions and customer dissatisfaction re-sponses in a casual restaurant setting. Journal of Hospitality Tourism Research, 32(1), 89-107.
• Maute, M. F., Forrester, W. R., 1991. The effect of attribute qualities on consumer decision making: A causal model of external information search. Journal of Economic Psychol-ogy, 12(4), 643-666.
• Mazzarol, T., Sweeney, J. C., Soutar, G.N., 2007. Conceptualizing word-of-mouth ac-tivity, triggers and conditions: an exploratory study. European Journal of Marketing, 41(11/12), 1475-1494.
• Munzel, A., H. Kunz, W., 2014. Creators, multipliers, and lurkers: who contributes and who benefits at online review sites. Journal of Service Management, 25(1), 49-74.
• Musso, F., 2010. Innovation in Marketing Channels. SYMPHONYA Emerging Issues in Management, 1, 23-41.
• Nesset, E., Nervik, B., Helgesen, O., 2011. Satisfaction and image as mediators of store loyalty drivers in grocery retailing. International Review of Retail, Distribution and Consumer Research, 21(3), 267-292.
• Neuhofer, B., Buhalis, D., Ladkin, A., 2014. A typology of technology‐enhanced tourism experiences.International Journal of Tourism Research,16(4), 340-350.
• Ochoa, M. A. M., Pimiento, E. O., 2014. Impacto de las TIC en la calidad de servicio y satisfacción de los clientes como herramienta de competitividad en el sector financiero, In Flores, M. V. A. Vega, E. A. Chavez, La productividad, competitividad y capital humano en las organizaciones. Ed. ILCSA S.A. Méjico DF.
• OECD, 2005, The Measurement of Scientific and Technological Activities Oslo Manu-al. Guidelines for Collecting and Interpreting Innovation Data. 3rd edition. Paris: ed., OECD EUROSTAT,
• Oliver, R. L., 1980. A cognitive model of the antecedents and consequences of satisfaction decisions, Journal of Marketing Research, 17, 460-469.
• Oliver, R. L., 1997. Satisfaction. A behavioural perspective on the consume. New York:McGraw Hill.
• Oliver, R. L., 2010. Satisfaction: A behavioral perspective on the consumer (2.a ed.). Ar-monk: M.E. Sharpe.
• Park, C., Lee, T. M., 2009. Information direction, website reputation and eWOM effect: A moderating role of product type. Journal of Business research, 62(1), 61-67.
• Payne, A., Holt, S., 2001. Diagnosing customer value: integrating the value process and relationship marketing. British Journal of management, 12(2), 159-182.
• Pinchot, G., Pellman, R., 1999. Intrapreneuring in Action: A handbook for business inno-vation. San Francisco: Berret-Koehler Publishers Inc.
• Reynolds, J., Howard, E., Cuthbertson, C., Hristov, L., 2007. Perspectives on retail format innovation: relating theory and practice. International Journal of Retail and Distribution Management, 35(8), 647-660.
• Romero, I. Martínez-Román, J.A., 2015. Determinants of technology adoption in the retail trade industry – the case of SMEs in Spain. Amfiteatru Economic, 17(39), 646-660.
• Roy, S., Ghosh, L., 2013. Understanding Apparel Store Image: A Scale Development Ap-proach. Journal of Services Research, 13(2), 53.
• Sekhon, H. S., Al-Eisawi, D., Roy, S. K., Pritchard, A., 2015. Service excellence in UK re-tail banking: customers’ perspectives of the important antecedents. International Jour-nal of Bank Marketing, 33(7), 904-921.
• Sen, S., 2008. Determinants of consumer trust of virtual word-of-mouth: an observation study from a retail website. Journal of American Academy of Business, 14(1), 30-35.
• Serra-Cantallops, A., Salvi, F., 2014. New consumer behavior: a review of research on eWOM and hotels. International Journal of Hospitality Management, 36, 41-51.
• Sharma, P., Chen, I. S., Luk, S. T., 2012. Gender and age as moderators in the service eval-uation process. Journal of Services Marketing, 26(2), 102-114.
• Shen, P., 2010. An empirical study on the influence of store image on relationship quality and retailer brand equity, 2010 International Conference on Future Information Tech-nology and Management Engineering, IEEE, pp. 146–149, Disponible en: http://ieeex-plore.ieee.org/stamp/stamp.jsp?arnumber=5654731 (Acceso 18 January 2017).
• Sivadas, E., Baker-Prewitt, J. L., 2000. An examination of the relationship between service quality, customer satisfaction, and store loyalty. International Journal of Retail
• Steenkamp, J.E.M., Baumgartner, H., 1998. Assessing measurement invariance in cross-na-tional consumer research. Journal of Consumer Research, 25(1), 78-90.
• Straub, A., (2011). Maintenance contractors acting as service innovators. Construction In-novation: Information, Process, Management, 11(2), 179–189.
• Swan, J. E., Oliver, R. L., 1989. Postpurchase communications by consumers. Journal of Retailing, 65(4), 516-533.
• Theodoridis, P. K., Chatzipanagiotou, K. C., 2009. Store image attributes and custom-er satisfaction across different customer profiles within the supermarket sector in Greece. European Journal of Marketing, 43(5/6), 708-734.
• Thiesse, F., Al-Kassab, J., Fleisch, E., 2009. Understanding the value of integrated RFID systems: a case study from apparel retail. European Journal of Information Sys-tems, 18(6), 592-614.
• Thomas, S., 2013. Linking customer loyalty to customer satisfaction and store image: a structural model for retail stores. Decision, 40(1-2), 15-25.
• Townsend, W., 2010. Innovation and the value of failure. International Journal of Manage-ment and Marketing Research, 3(1), 75-84.
• Vesel, P., Zabkar, V., 2009. Managing customer loyalty through the mediating role of satis-faction in the DIY retail loyalty program. Journal of Retailing and Consumer Services, 16, 396-406.
• Walsh, G., Evanschitzky, H., Wunderlich, M., 2008. Identification and analysis of modera-tor variables. Investigating the customer satisfaction-loyalty link. European Journal of Marketing, 42(9/10), 977-1004.
• Weerawardena, J., O’Cass, A., Julian, C., 2006. Does industry matter? Examining the role of industry structure and organizational learning in innovation and brand performance. Journal of business research, 59(1), 37-45.
• Westbrook, R. A., 1987. Product/consumption-based affective responses and postpurchase processes. Journal of marketing research, 24(3), 258-270.
• Wirtz, J., Bateson, J. E. G., 1999. Consumer Satisfaction with Services: Integrating the Environment Perspective in Services Marketing into the Traditional Disconfirmation Paradigm. Journal of Business Research, 44(1), 55-66.
• Wirtz, J., Mattila, A. S., Tan, R. L. P., 2000. The moderating role of target-arousal on the impact of affect on satisfaction An examination in the context experiences. Journal of Retailing, 76(3), 347-365.
• Wu, F., Yeniyurt, S., Kim, D., Cavusgil, S. T., 2006. The impact of information technology on supply chain capabilities and firm performance: A resource-based view. Industrial Marketing Management, 35(4), 493-504.
• Yeh, H., 2015. Effects of ICT’s innovative applications on brand image and customer’s purchase intention. The international journal of organizational innovation, 7(4), 31-47.
• Yoon, S., Oh, S., Song, S., Kim, K. K., Kim, Y., 2014. Higher quality or lower price? How value-increasing promotions affect retailer reputation via perceived value. Journal of Business Research, 67(10), 2088-2096.