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The aims of this study is to propose a model for managing customer experience analytics focused on value generated in an online market, this study to explore touch points experience, measured with conventional indicators and fuzzy indicators, using to a structural equation model analysis and Mamdani inference method. The investigation has delved deeper into the nature of the value of the experience construct, the results revealed of the empirical study confirm regarding how the experience value is related with the key touch points of the customer/company relationship. Very few studies in the reviewed literature about the conceptualization on customer interactive experience focused on value generated in an online environment. This study becomes more relevant today, where, after the pandemic, the value of the online customer experience becomes more important. [ABSTRACT FROM AUTHOR]

Interest in the role of marketing has grown in recent decades due to its impact in brand value, value creation for customers, profitability of customer base, and organizational results. The paper shows an overall view on marketing research to explore the development of research trends, showing the high-frequency keywords at different time periods. Using bibliometric methods, the research analyzes publications between 1990 and 2017 found in the Web of Science and Scopus databases. The paper shows the evolution of keywords to reveal emerging topics as demonstrated in the connections network which includes "advertising," "consumer behavior," "trust," "innovation," and "customer satisfaction." [ABSTRACT FROM AUTHOR]

This research aims to explore the impact of the principal worth-creating initiatives in hybrid business management models. The methodology applied is the theory of the forgotten effects, which assesses some direct and indirect relationships to determine causes and effects in the value-creation in non-profit organizations. The main contribution of this study shows that the non-foreseen causes, at least in the first instance, affect remarkably to the generation of value in non-profit organizations. A case study has also been provided to solve decision making problems under partial information. [ABSTRACT FROM AUTHOR]

The aim of this study is to examine the incidence of economic activity on soft innovation in the mining sector. Through a global analysis of indirect incidents and using the theory of forgotten effects. Thus, the case of the mining industry in Chile was analyzed, given that it is one of the industries that contributes the most to GDP in Chile. The empirical study was carried out through the application of a structured survey towards three experts from the mining sector. In addition, the study concludes with evidence that oil price has a direct incidence on investments in mining and economic expectations, and indirectly in average income middle managers, market share of the company in the mining sector, and growth of imports and exports in the mining sector. [ABSTRACT FROM AUTHOR]

Our study aims to give a global perspective regarding scientific research on retailing for the 1990–2014 period. The research shows a knowledge-domain-map that identifies the collaboration networks between authors and the links between journals. This was conducted through a bibliometric study that can be viewed with Visualization of similarities (VOS) viewer software. The results show that the Journal of Retailing and Management Science is the current leader in the field. In addition, Morgan and Hunt's (1994) article in the Journal of Marketing is the most cited source to date. [ABSTRACT FROM AUTHOR]

Despite the importance of the role of small and medium enterprises (SMEs) in developing and growing economies, little is known regarding the use of management control tools in them. In management control in SMEs, a holistic system needs to be modeled to enable a careful study of how each lever (belief systems, boundary systems, interactive control systems, and diagnostic control systems) affects the organizational performance of SMEs. In this article, a fuzzy logic approach is proposed for the decision-making system in management control in small and medium enterprises. C. Mamdani fuzzy inference system (MFIS) was applied as a decision-making technique to explore the influence of the use of management control tools on the organizational performance of SMEs. Perceptions data analysis is obtained through empirical research. [ABSTRACT FROM AUTHOR]

Purpose - The purpose of this paper is to develop a research model that examines the effect of information overload and information disorganisation upon customers' perceived risk and purchase intention online in a single integrative model. In addition the paper investigates whether internet experience moderates these relationships. Design/methodology/approach - To achieve the paper's objectives an experiment that involved visiting the ten most visited e-commerce web sites in Spain was conducted. Hypotheses were tested by using structural equation modelling on a data set of 1,396 online shopping customers. Findings - The results suggest a positive relationship between information overload and customer purchase intention and that internet experience reinforces this positive effect. Moreover the results confirm that the relationship between information disorganisation and customer purchase intention is not significant and that internet experience does not moderate the relationship. The findings also indicate that perceived risk mediates the relationship between information overload and information disorganisation on customer purchase intention. Originality/value - This work contributes to the literature by exploring the phenomenon of information overload and information disorganisation upon customers' perceived risk and purchase intention in the e-commerce environment as well as the moderating effect of internet experience on these relationships in a single integrative model. The main conclusions of this investigation can be valuable to organisations that implement or intend to implement e-commerce. [ABSTRACT FROM AUTHOR]

Purpose: As part of the recognition of the 25th anniversary of the Journal of Business-to-Business Marketing (JBBM), this paper presents an overview of the JBBM through a bibliometric analysis (BA) of its content from 1992 to 2016. The analysis focuses on the most cited articles and authors, h-index, publications per year, among others that typically are conducted for BAs. Design/Methodology/Approach: This paper begins with an introduction to the JBBM, showing its characteristics, its history as well as the editorial development and subsequent journal positioning. This information is followed by an analysis based on bibliometric methodology (BM) which considers the h-index, total citations (TCs), total papers (TPs), TC/TP ratio and other similar measures. To display this information, investigation was done to determine the most cited journals, articles, authors, universities and countries, ergo with the greatest incidence within JBBM. Analyzed are 329 articles, reviews and notes taken from the Scopus database for the periods between 1992 and 2016 for the JBBM. Findings: At the time of this work, the completion of the 25th anniversary of this journal, there is a rising trend in the number of JBBM publications per year. The researchers from the United States were most frequent contributors to the journal, while researchers from Germany, Australia, Norway and the United Kingdom were well represented. Multiple coauthors were more frequent while topics across the general model of business-to-business (B-to-B) marketing were typically found. Special issues on all three university-level education, technology in the classroom as well as Internet in effect B-to-B tactical marketing. Practical Implications: After observing the different perspectives of the journal's production, we gain another objective view on the evolution of the JBBM in prior 25 years. This approach is useful for the readers of this journal in order to obtain a quick snapshot of the leading trends occurring in the journal and is similar as performed for many cognate titles. The many titles within marketing and the business disciplines may find such an exercise revelatory. Originality/Value: There is a trend where several journals (Journal of Marketing, Journal of Public Policy & Marketing, Journal of Marketing Research and Journal of Business Research) have produced special sections to show progress and contributions of these to scientific research using BA and BM. This paper does similarly for the JBBM. [ABSTRACT FROM AUTHOR]