PurposeThe purpose of this study the efficiency and productivity of human resources are associated with job satisfaction for health professionals. A theoretical model was developed considering the influence of professional competence, emotional intelligence, productivity and engagement on job satisfaction.Design/methodology/approachTo implement the study, a quantitative survey was carried out, through the application of a survey, obtaining 198 valid cases.FindingsAs a result, four hypotheses of the five hypotheses tested were confirmed. Emotional intelligence positively and significantly influences professional competence and engagement and engagement, which positively and significantly influences productivity and job satisfaction in a health service environment.Practical implicationsFrom the evidenced results, it is possible to develop organizational strategies around the company's human capital, with the objective of raising positive results and making the provision of health services more competitive in relation to the market in which it is inserted.Originality/valueThis study provided a broader understanding of the determinant constructs of job satisfaction and a better understanding of the impact they have on the service sector, specifically health.

Service providers are being challenged to stand out in a globally competitive environment.This study aimed to analyze the impact of brand experience, customer satisfaction, attitude, and brand trust on brand loyalty in a fast-food restaurant in Brazilian (leading brand in the segment. A survey was carried out by means a convenience non-probabilistic sampling, composed of 291 valid cases. The data analysis employed the Structural Equation Modeling technic. The results showed that brand experience, customer satisfaction, brand attitude, and trust have a positive impact on brand loyalty; that the brand experience impacts the brand trust of fast-food customers, and that the age of respondents is a moderator of the relationship between trust and brand loyalty. The results demonstrate the need for actions that lead customers to develop brand loyalty, so that the organization services can achieve a prominent position in the market.

PurposeDigital transformation is a process in which organizations use technology as an essential resource to improve performance and increase market reach and results.Design/methodology/approachThis research aims to verify how dynamic capabilities are configured for the development of strategies and processes necessary for digital transformation. To this end, qualitative research of an exploratory nature was carried out, operationalized through in-depth individual interviews with a semi-structured approach with managers who occupy leadership positions, in addition to a documentary survey of the internal records of the analyzed organization. In data analysis, the content analysis technique was used.FindingsThe main results of the research showed that the dynamic capabilities configured in sensing, seizing and reconfiguring contribute to leveraging digital transformation in the business studied through the reformulation of strategies to integrate and coordinate the implementation of new routines, investments in technological and human resources and actions to change culture with a focus on digital transformation considering the company’s stakeholders.Originality/valueThis transformation affects business models, products, services and processes, as well as the review of strategies, organizational structures and management concepts.

Purpose In banking services, how customers interact with their bank – whether it’s through the physical branch or online – plays a significant role in how they feel about the experience. It’s not just about performing the service; it’s also about building trust, keeping them committed and getting them engaged so that a long-lasting relationship is developed. While there’s abundant research about trust and commitment in banking, not many studies have looked at how customers see both the online and offline sides of banking, especially in credit unions. Credit unions emphasize proximity with members, so it’s important to understand how these different ways of interacting affect how much people trust the credit union and stay committed to it and how engaged they feel as members. This study aims to explore this issue. Design/methodology/approach A quantitative survey was conducted using partial least squares structural equation modeling (PLS-SEM). The survey was answered by 195 members of one of the most traditional credit unions in Brazil. Findings The results suggest that both face-to-face and digital channels’ dimensions impact trust, which in turn influences commitment. Engagement is influenced by both trust and commitment, providing inputs to the value co-creation process. Originality/value The research presents relevant contributions to academia by deepening the understanding of the role of different service channels in value co-creation and customer engagement. It also offers significant contributions to the cooperative, which can improve the member experience in interaction channels to consequently develop lasting relationships and stimulate the engagement of its members.

Purpose: The general objective of this research is to present a framework aimed at structuring the operation of the RLS – Reverse Logistics System in the context of the post-consumer solid waste of products electrical and electronics segment in Brazil. Design/Methodology/Approach: Exploratory research qualitative, operationalized through individual interviews with a semi-structured approach, with fourteen respondents, in addition to documentary research. Findings: The cost for the operation of this structure must also be treated as a critical point for the success of this system, mainly due to the lack of a vision focused on the circular economy of EEE – Electrical Equipment and Electronics. Implications for theory and practice: The study addressed some research gaps in relation to post-consumer reverse logistics. Regarding practical implementations, the development of a framework for the operacionalization of RLS stands out, and the evidence of this research concerns the lack of alignment, on the part of manufacturers and importers on issues related to EEE reverse logistics issues. Originality/Value: An emphasis on an advanced view of how to treat the solid waste consumer electronics segment (EEE) in Brazil.

PurposeThis article presents a systematic framework with a meta-analytic approach to finding various antecedents, consequents and moderating effects of trust in financial services.Design/methodology/approachA meta-analysis of 165 articles was performed, which generated 272 observations in a cumulative sample of 86,968 respondents.FindingsThe results of this meta-analysis demonstrated seventeen antecedents of trust constructs and four consequents. Most of these relationships were meaningful and consistent. The authors also found some significant moderators related to culture (individualism, masculinity and long-term orientation) and context (innovation index and device type).Research limitations/implicationsThis meta-analysis reviewed the relationships found throughout the theoretical framework about the trust construct in financial service contexts, identifying new paths for future research. Some limitations, such as the non-use of qualitative studies and the selection of concepts, exist in the secondary data and should be noted.Practical implicationsThe present study can assist financial system managers in decision-making because the findings from the meta-analysis are more consistent than those from traditional primary surveys.Originality/valueThis research tested the impact of antecedents, consequents and moderators of trust in the financial services sector and presented significant results using a meta-analytic review. This meta-analysis contributes to the marketing literature by offering a set of empirical generalizations, including relationship coefficients and fail-safe calculated numbers (FSN).

The literature lacks a systemic view of what needs to be done by Higher Educational Institutions (HEIs) to leverage student entrepreneurship and employability. In order to understand these issues, this study reviewed existing literature in order to understand the impacts and influences of student's employability and entrepreneurship. The results indicate “what we know” regarding entrepreneurship and employability leverage. Such requirements were codified in Companies, Students, HEIs, Courses, Educators, and Digital Resources. A second research stage focused on “what we need to know” about each requirement. Results pointed out gaps to be filled by future studies (considering stakeholder demands). Findings also suggest that researchers must help HEI managers improve their decisions. Among these decisions, we mention the leverage of entrepreneurship and employability in other areas of knowledge (in addition to business schools). The article concludes by stating some managerial, practical and theoretical implications derived from the literature review analysis as well as limitations and suggestions for future research. This will help to further clarify how student's employability can be enhanced through entrepreneurship education programs.

PurposeThe present research had the objectives of proposing, testing and validating a theoretical model that includes ecological awareness, healthy consumption, consumer attitude and price awareness as determinants of the purchase intention of organic foods and analyzing the moderating effect of gender, educational level and income of families in the relationship between price awareness and purchase intention.Design/methodology/approachA survey research was implemented with 382 Brazilians who consume organic foods from a non-probabilistic sample for convenience. For data analysis, structural equation modeling was used to test the proposed theoretical model and its respective relationships.FindingsThe results showed that ecological awareness, healthy consumption, consumer attitude and price awareness are determinants of the purchase intention of organic foods 79.1% of the variance of purchase intention of organic foods could be explained by such determinants. Another relevant result is that gender and family income has a positive moderating effect on the relationship between price awareness and the intention to purchase organic food.Originality/valueEnvironmental problems and their adverse impacts on humans have become an important issue to be analyzed by academics (researchers), governments and organizations, and their managers, especially when organic foods are considered.

A transformação digital está alterando a forma das pessoas realizarem transações financeiras. Assim, a presente pesquisa buscou verificar o processo de transformação digital de uma cooperativa de crédito, visando melhorar a qualidade dos serviços prestados e a satisfação dos clientes. Para tanto, foi realizada uma pesquisa qualitativa de caráter exploratório, operacionalizada por meio da técnica de entrevistas individuais em profundidade, com uma abordagem semiestruturada, mediante aplicação de Roteiros Básicos de Questões onde foram entrevistadas quatro pessoas ligadas à Cooperativa em estudo, três gestores do Centro Administrativo, o CAS, e mais quatro associados da Cooperativa. Os resultados desta pesquisa apresentam para o meio acadêmico, o processo de transformação digital da Cooperativa, além de apresentar direcionamentos propostos para a continuidade deste processo no contexto investigado. Considerando a perspectiva gerencial oferece informações e direcionamentos sobre o processo de transformação digital nas cooperativas de crédito, auxiliando na tomada de decisões e implementação do processo.

Study Objective: to propose and test the impact of social influence, hedonic value, utilitarian value, flow experience, and sense of belonging on the continued use of a social network (Facebook), and verify the moderating role of users' narcissistic personalities. Methodology/approach: quantitative research was carried out with 360 social network users by implementing a survey. The results analysis was performed by means multivariate statistics, using the Structural Equation Modeling technique. Main results: among the main results, we highlight the validation of the proposed theoretical model with the confirmation of eight hypotheses and the moderating role of the narcissistic personality between social influence and the user's sense of belonging to the social network. Theoretical contributions: this study's theoretical contribution concerns the original proposed theoretical model, the set of constructs contemplated, and their intrinsic relationships, in addition to the evidence of the moderating role of the narcissistic personality in the relationship between social influence and the user sense of belonging to the social network. Relevance/originality: the contribution refers to the moderating role of the narcissistic personality in the relationship between social influence and the sense of belonging. The social network users' narcissistic state makes them feel the need to expose themselves more intensely in the search to improve their self-image and self-affirmation.

Store price image is specified as a multidimensional construct, formed by a complex and dynamic process, based on customers’ beliefs and feelings and evaluation of the individual product prices. The main aim of this study was to understand what dimensions compose the store price image using a multidimensional approach. The chosen research method is taxonomy, based on articles collected through a webmetry using Publish or Perish (Software PoP) version 6, a tool that allows automating metrics from Google Scholar™. A total of 457 studies were selected, which included studies starting from 1971 to February 2018. After sifting through the data, were included in the final sample thirty-eight academic papers. This research proposes multidimensional store price image categorization by using the taxonomy. This study also analyzed the purchase behavior and store features that affect customer purchase decisions from the perspective of attention, evaluation, and retention of the price formation process.

A presente pesquisa buscou compreender a retenção de clientes do segmento da viticultura em uma instituição financeira no contexto da Serra Gaúcha, o maior polo de produção de uvas do Brasil, com uma carteira de clientes representativa no financiamento do agronegócio. No segmento da viticultura, a instituição financeira vem perdendo clientes em sua operação nos últimos anos. Encontrar a origem desta evasão e potencializar a retenção de clientes neste segmento de atuação, portanto, foi o foco da pesquisa. Para tanto, foi realizada uma pesquisa qualitativa de caráter exploratório, operacionalizada por meio da técnica de entrevistas individuais em profundidade, com uma abordagem semiestruturada, mediante aplicação de Roteiros Básicos de Questões para quinze entrevistados (seis clientes com custeio ativo, seis clientes sem custeio ativo e três Gerentes Gerais da Instituição Financeira). Após análise dos resultados, foi realizado um grupo focal com os três Gerentes Gerais, apresentando os resultados para sua validação. Como resultados, foi evidenciado um conjunto de fatores que levaram à perda de clientes. Problemas de engenharia no tocante aos produtos e/ou serviços, dificuldades na operação ou na prestação de serviços com impacto na satisfação, relacionamento e retenção ou fidelização de clientes; foco excessivo em produto em detrimento aos clientes e utilização de estratégia nacional gerando desvantagem comparativamente a instituições concorrentes com atuação regional são alguns dos achados do estudo.

Objetivo do estudo: propor e testar o impacto da influência social, do valor hedônico, do valor utilitário, da experiência do fluxo e do senso de pertencimento na continuidade de uso de uma rede social (Facebook), e verificar o papel moderador da personalidade narcisista de seus usuários.Metodologia/abordagem: foi realizada uma pesquisa quantitativa com 360 usuários da rede social, por meio da implementação de uma survey. A análise dos resultados foi feita por meio de estatísticas multivariadas, utilizando-se a técnica da Modelagem de Equações Estruturais.Principais resultados: dentre os principais resultados, destacam-se a validação do modelo teórico proposto com a confirmação de oito hipóteses e o papel moderador da personalidade narcisista entre a influência social e o senso de pertencimento do usuário da rede social investigada.Contribuições teóricas: a contribuição teórica deste estudo está centrada no modelo teórico original proposto, seja pelo conjunto dos construtos contemplados, seja pelas relações intrínsecas ao próprio modelo, bem como pela evidência do papel moderador da personalidade narcisista na relação entre a influência social e o senso de pertencimento dos usuários da rede social em estudo.Relevância/originalidade: a contribuição se refere ao papel moderador da personalidade narcisista na relação entre a influência social e o senso de pertencimento, pois o estado narcisista do usuário da rede social faz com que sinta a necessidade de se expor de forma mais intensa na busca de melhorar sua autoimagem e de autoafirmação.

Researchers have been investigating consumers' purchase intention towards organic food. In this context, this research aimed to propose, test, and validate a theoretical model that considers ecological awareness, healthy consumption, consumer attitude, and little product knowledge as determinants of the intention to purchase organic food. Furthermore, we aimed to analyze the moderating effect of age, frequency of consumption, family size, and individual income on the relationship between consumer attitude and purchase intention. For this purpose, we implemented a survey from a non-probabilistic convenience sample with 532 Brazilian consumers with access to organic food consumption. For data analysis, structural equation modeling was used to test the proposed theoretical model, allowing a better understanding of the purchase intention of organic food from the consumers' perspective. The results showed that ecological awareness, healthy consumption, consumer attitude, and little product knowledge are determinants of organic food purchase intention and that such determinants could explain 78.8% of the variance of organic food purchase intention. It is also noteworthy that individual income and frequency of consumption have a positive moderating effect on the relationship between consumer attitude and the purchase intention of organic food.

The Studies concerning environmental awareness seek to understand the problems and the impact that human behavior can cause to the environment. In this sense, in this research, we investigated some of the main determinant factors of organic product repurchase intention, among them, environmental awareness and consumer attitude. For this purpose, the research was operationalized through a survey, comprising a sample of 249 organic food consumers from Serra Gaúcha - Brazil. For data analysis, we applied structural equation modeling, comparing the results of the initial theoretical model with a nested model. The results proved that the relationship between environmental awareness influencing consumer attitude (theoretical model) presents better fit indexes and higher explanation power than the relationship between consumer attitude influencing environmental awareness (nested model), even confirming that these two constructs are determinants of organic food repurchase intention. It should also be noted that in the case of the coefficient of determination, the Theoretical Model presented a better explanatory power (87%) compared to the Nested Model (86.3%) of organic food repurchase intention by Brazilian consumers. From a managerial perspective, this study provided a broader understanding of the importance of expanding the supply and exposure of organic food (or products), taking advantage of the distribution networks that expose in greater quantity and with more quality the possible benefits associated with the consumption of these products, and the potential associated with greater environmental awareness and a more favorable consumer attitude.

Purpose: this study aims to examine the impacts of price levels, high level vs. low level, associated to a known brand vs. an unknown brand over fairness perception, symbolism quality and purchase intention.Design/methodology/approach: one pre-experiment is conducted with a 2 (high price level vs. low price level) x 2 (known brand vs. unknown brand) between-subjects design and a sample of 152 jeans customers.Finding: the results indicate that different price levels with brand knowledge or without brand knowledge impact differently over customer behavior, mainly when it comes to quality, fairness, perceived value, symbolic value and purchase intention of the investigated product and that that the relation between symbolic value and purchase intention is totally mediated by the perceived fairness.Practical Implication: by understanding how customers integrate, relate and infer quality, fairness and symbolic aspects to products through their perceptions concerning price levels and brand knowledge levels, it is possible to supply marketing professionals with information that lead to better-informed choices about pricing policy and branding in their companies.Originality/value: among these research contributions, we emphasize the proposition of eleven research hypotheses that aim to better understand customer behavior from the manipulation of two variables: product price level and brand knowledge level and its impact on perceived quality, fairness, symbolism and purchase intention.

Objetivo: O objetivo da pesquisa foi o de verificar os impactos da experiência do consumidor com a marca sobre a personalidade da marca e o amor à marca na formação da lealdade do consumidor à marca, no contexto da marca de refrigerante Guaraná Jesus. Método: Foi realizada uma pesquisa quantitativa por meio da aplicação de uma survey. Para a análise dos dados, foram empregadas técnicas estatísticas multivariadas, com base na Modelagem de Equações Estruturais. Principais Resultados: Evidenciou-se que a experiência do consumidor com a marca, formada pelas dimensões sensorial, afetiva e comportamental, possui um impacto direto e significativo na personalidade da marca e no amor à marca e um efeito indireto e significativo na lealdade do consumidor à marca. Contribuições Teóricas: A marca como um dos principais ativos das organizações tem um forte poder de influenciar o comportamento de compra e de consumo. Relevância/Originalidade: Destaca-se a proposição de um Modelo Teórico que prioriza o papel da experiência do consumidor com a marca, com suas respectivas dimensões formadoras (sensorial, afetiva e comportamental), da personalidade da marca e do amor à marca como antecedentes da lealdade à marca, além de ser identificado um forte efeito do amor à marca para a criação da lealdade do consumidor à marca.