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In a short time, the COVID-19 pandemic transformed people’s behavior, undermining firms and businesses and changing the global economy. In this context, the study aimed to understand the impacts the COVID-19 pandemic caused on consumer behavior. The research method adopted was the literature review, investigating the Scopus and Web of Science databases, two of the main scientific databases. A total of 205 articles published in 2020 were identified, and, based on the proposed criteria, 30 studies showed high adherence to the topic and contributed to the understanding of changes in consumer habits and behavior. The main themes identified were: e-commerce growth, panic buying, repressed demand and stricken sectors, do-it-yourself, increased apps usage, machine learning methods, data internet security, and online marketing and shopping platforms.

Purpose This study aims to analyze factors that may influence the value-in-use perceived by undergraduate students from the built environment, teaching care and hedonic value. Design/methodology/approach The authors conducted a survey with 900 students from a university in southern Brazil. The main results evidenced that the built environment positively and significantly influences teaching care, hedonic value and value-in-use. Findings The hedonic value, teaching care and built environment explain 67.8% of value-in-use; the built environment and teaching care explain 45.1% of hedonic value; and the built environment explains 45.1% of the teaching care. Based on the results, it was possible to identify the value that the built environment and the teaching care represent for university students. Therefore, universities should invest in these dimensions, considering the time and cost students spend on this service to increase their satisfaction and retention. Originality/value This study analyzes antecedents of value-in-use perceived by undergraduate students from the built environment, teaching care and hedonic value.

This research goal was to analyze the built environment dimensions, namely appearance, comfort, configuration, functionality, and the relationship with customer satisfaction, service quality, and p...

PurposeThis research goal was to analyze factors that may influence value-in-use and satisfaction perceived by university students, from the built environment, price fairness and teaching care.Design/methodology/approachFor this purpose, a survey was conducted with 900 students from a university in southern Brazil.FindingsThe main results proved that the antecedents considered in the study have a significant and positive influence on the value-in-use and satisfaction of university students. Furthermore, the built environment, price fairness, teaching care and satisfaction explained 87.8% of the value-in-use of students, while the built environment, price fairness and teaching care explained 74.9% of student satisfaction.Originality/valueThe study proved that after receiving the educational service, if the student can apply his or her acquired knowledge and skills, he or she will find a fair price, will be satisfied and will obtain value in the service purchased. Thus, even if the educational market is changing in recent years, the importance of the teacher and the built environment are factors that influence price fairness and increase the satisfaction and value-in-use perceived by the student.

Purpose This study aims to test and analyze factors that may influence the satisfaction of university students, specifically, from the built environment, price fairness and teaching care. Design/methodology/approach A survey was conducted with 250 students from a university in southern Brazil. The data were analyzed by structural equation modeling. Findings The main results proved that the built environment, price fairness and teaching care have a significant and positive influence on the satisfaction of university students. Practical implications The factors presented explanation power for student satisfaction, which shows that they are essential aspects and, therefore, must be observed by universities to satisfy their students. Originality/value The study identifies the impact of factors such as the environment, price and teaching service on student satisfaction.

O objetivo desta pesquisa foi o de comparar as dimensoes da qualidade do servico de um laboratorio de tecnologia de materiais de construcao civil a partir da perspectiva dos clientes de servicos de corpo de prova de concreto e rompimento de tijolos cerâmicos. Foram realizadas multiplas analises de regressao a partir dos resultados das dimensoes de qualidade mais importantes resultantes da percepcao dos clientes, obtidas a partir de quatro estudos anteriores, que aplicaram analise fatorial. Os valores obtidos nas analises fatoriais e de regressao foram correlacionados com o objetivo de identificar resultados semelhantes nas analises. Os resultados apontam que os atributos relacionados com o atendimento personalizado, informacao sobre os resultados do ensaio, bem como o comprometimento dos funcionarios, sao considerados os mais importantes na percepcao dos clientes. Assim, foi possivel identificar fragilidades no servico realizado e propor melhorias e, desta forma, maximizar a satisfacao do cliente. Como limitacao do estudo, e apontado o tamanho da amostra, que poderia ter influenciado os resultados encontrados, influenciando tambem os procedimentos metodologicos nas analises de regressao.

Ao produzir este perfil socioeconômico, analisamos a estrutura social e econômica de Caxias do Sul. Destacamos em todo o material as qualidades de Caxias do Sul, apresentando-o como um ambiente favorável para viver com qualidade de vida e desenvolver negócios. Esta publicação consolida diversas informações sobre Caxias do Sul e serve como referência para apoiar decisões de investimento, formulação de políticas, informar os visitantes e o público sobre os ativos e passivos do município, e seus fatos socioeconômicos. A revista Perfil Socioeconômico de Caxias do Sul tem como objetivo apresentar à comunidade os aspectos que mais se destacam na cidade. Os eixos temáticos foram definidos e, com base neles, são apresentados os dados primários obtidos de fontes oficiais. Séries históricas e comparações com dados estatais e nacionais nos permitem posicionar Caxias do Sul em relação a outros lugares. A responsabilidade pela coleta e análise dos dados cabe à equipe da Citylivinglab, um grupo de pesquisa do Programa de Pós-Graduação em Administração da Universidade de Caxias do Sul. A publicação é baseada em dados secundários, e todas as fontes são citadas em toda a revista. Sempre utilizamos os dados mais recentes disponíveis.

PurposeThe raised competitiveness among technology companies, especially for being able to work with markets physically distant from their final consumer, makes it important to know the employee’s perception about the built environment since the physical workspaces influence productivity. This paper aims to analyze the attributes and dimensions of the built environment of a development software company that most impact the employee’s satisfaction through their perception. It allows the company to identify the strengths and weaknesses of the built environment, enhancing the employee’s satisfaction, productivity and, consequently, the company revenues.Design/methodology/approachThis research applied a survey by the drop off method and analyzed data through confirmatory factor analysis and multiple linear regression. Therefore, these methods explain how the attributes behave in each theoretical dimension and evaluate the relation between the dependent and independent dimensions.FindingsThe theoretical result of this research concerns the employee’s satisfaction with the built environment of a software development company. Overall, employee satisfaction is related to the dimensions of functionality, appearance and personal relationships, not being significant aspects of configuration. On the other hand, the employee’s overall satisfaction with the built environment is related to the functional dimension.Research limitations/implicationsThis research limitation is related to the size of the sample, which is a pre-determined and fixed population: all the company’s employees.Originality/valuePerceived quality applied to a work environment of a software development company.

Purpose This paper aims to identify the built environment attributes and dimensions to assess customers’ satisfaction concerning the built environment in a gas station located in southern Brazil. Besides, this study aims to verify the dimensions that most impact customers’ satisfaction and the attributes that are most relevant to customers. Design/methodology/approach The research was operationalized through a survey and data were analyzed with confirmatory factor analysis. Multiple regression analysis was used to assess the impact of the dimensions on perceived customer satisfaction, while stepwise linear multiple regression was used to identify the most significant attributes. Findings The factor analysis result indicates that 66.77% of the variance explained concerns to six built environment dimensions (or factors). The regression analysis shows that overall satisfaction with the gas station is predicted by the dimensions appearance, functionality and location, and positively related to seven attributes. In relation to the built environment satisfaction, the location and functionality of the dimension are its predictors and positively related to five attributes. Research limitations/implications Further studies in different contexts are required to test the reliability of the built environment dimensions – comfort, functionality, configuration, location and appearance. Also, the study calls for further debate about the built environment related to the occupant or user satisfaction and other factors that can impact it. Originality/value This study identifies the need to evaluate the impacts of post-occupancy evaluation of measurable factors related to the user’s judgment.

Purpose The aims of this study is to put on the agenda discussions concerning the approach of sustainable goals and indicators, in terms of how they relate to each other and how to list their importance within a network of contemporary city management. From the millennium objectives experience, UN has launched the continuity of the development program, through the sustainable development goals (SDG), which have the purpose of giving support to local and regional governments for the 2030 agenda in local sphere. In the city context, sustainable development has also been approached in regulations, like ISO 37120: 2017 “Sustainable development of communities: Indicators for city services and quality of life”. These instruments have in common the concern of offering parameters of public services to citizens and promoting in a uniform manner both social and economic growth of the urban environment. Design/methodology/approach The present study aims to compare these two sustainable development tools by means of a documentary analysis and to analyze the feasibility of the proposed indicators and their qualitative evaluation goals to improve citizens’ quality of life. Findings The results suggest that the main urban challenges are related to unplanned urban growth and poor-quality public services, which generate a lack of commitment to enforce laws and to achieve sustainable development goals. Originality/value The study establishes bases for guiding the discussion to support managers and investors decisions to promote paradigm changes in the citizens’ life and in the way cities are planned.

PurposeThe purpose of this paper is to analyze customer loyalty in the context of existing relationships between Brazilian banking service provider and its customers in the context of B2C (Business-to-Consumer) relationships. Hence, a theoretical model was proposed and tested with banking services private individual customers taking into account perceived value, service provider reputation, financial bonding tactics, structural bonding tactics, social bonding tactics and switching costs as customer loyalty determinants.Design/methodology/approachA multivariate statistical approach with structural equations modeling was used in a 505 customer sample of the one prominent bank in Brazil.FindingsResults indicate that the proposed theoretical model confirming a satisfactory fit, presenting a good explanatory power (R2=0.738) and supporting that perceived value influences the service provider reputation; financial bonding tactics, structural bonding tactics and social bonding tactics influence perceived value; service provider reputation influences switching costs; switching costs influence customer loyalty and the social bonding tactics influence customer loyalty.Practical implicationsThe results evidenced in the present research could serve as benchmarking for other researchers or managers connected to the financial service sector (or bank service) when looking for a better understanding about the antecedents of customer loyalty, adapting strategies and actions to stimulate and generate better market and economic–financial results for the institutions of this sector.Originality/valueFinding out which constructs better explain customer loyalty, and its possible relations, is something relevant for the banking sector, once it can generate more effective managerial insights, positively making an impact in a customer portfolio performance, or the financial institution itself, from the construction, maintenance and strengthening of the relationships with customers.

This research has analyzed the influence of perceived value, affective commitment, normative commitment and positive word of mouth as antecedents of repurchase intention of smartphones of a particular brand. The analysis of the results was made by means of multivariate statistics, applying Structural Equation Modeling technique. The sample consisted of 283 valid cases. The results showed that perceived value positively influences the affective commitment and normative commitment; perceived value by customers does not positively influences positive word of mouth; affective commitment positively influences positive word of mouth; affective commitment positively influences repurchase intention; normative commitment positively influences repurchase intention; and positive word of mouth positively influences repurchase intention of a product of the same brand.

Padroes elevados de competicao nos mercados varejistas, fazem com que os gestores melhorem as experiencias de compra dos consumidores, com o intuito de aumentar as intencoes de compra. A imagem de loja contribui para melhorar a compreensao das necessidades e desejos dos consumidores. Neste contexto, monitorar constantemente as alteracoes do comportamento do consumidor e a base para o sucesso das organizacoes. Portanto, o objetivo e verificar as inter-relacoes existentes entre as dimensoes da imagem de loja, do valor percebido, do conhecimento de marca, sobre a intencao de compra num contexto de autosservico por estudantes consumidores em supermercados na Serra Gaucha, RS. Na sequencia, foi desenvolvida uma pesquisa de carater quantitativa exploratoria, com base survey aplicada, por meio da utilizacao de escalas ja validadas. Atraves da proposicao de um framework teorico foram encontrados como resultados os impactos positivos e significantes da imagem de loja, em conjunto com o valor percebido e o conhecimento de marca, que juntos explicam uma variabilidade de 77% da intencoes de compra dos consumidores nos supermercados. Alem do mais, ha poucos estudos desenvolvidos que abordem o construto imagem de loja em segunda ordem, que contribuem para melhor gestao, no contexto economico atual.

This article focuses on customer retention through the existing relationship of a banking service provider with its customers. A theoretical model was tested with banking service natural person customers taking into account customer satisfaction, value, service provider reputation, and trust as key drivers of customer retention. A multivariate statistical approach with structural equation modeling was used. Results indicate that the theoretical model has acceptable fit, confirming that customer satisfaction positively affects perceived value by customers; perceived value is a key driver of trust through service provider reputation; service provider reputation is important in the studied context; and customer retention is positively affected by trust in the service provider.

In service companies, maintenance and expansion of relational exchanges reinforce customer retention as a differentiator from the competition. In this research we developed and tested a theoretical model considering perceived value, service provider reputation, trust, and switching costs as determinants of customer retention. After that, a survey was done, and analysis of the results was performed using structural equation modeling with a sample of 269 client companies of corporate health plans. The contributions of the specified theoretical model, considering its uniqueness, proved that perceived value positively influences service provider reputation, service provider reputation has a direct impact on trust and switching costs, switching costs are configured as determinants of customer retention, and customer retention is positively influenced by service provider reputation in a relational context.

In this research, customer loyalty was analyzed in the context of existing relationships between banking service providers and its customers. Therefore, a theoretical model was proposed and tested with banking service natural person customers taking into account perceived value, service provider reputation, trust, bonding tactics (financial, social and structural), and switching costs as customer loyalty antecedents. A multivariate statistical approach with structural equations modeling was used in a 1.026 customer sample of three major banks in Brazil. The results evidenced in the present research could serve as benchmarking for other researchers or managers connected to the financial service sector (or bank service) when looking for a better understanding of the antecedents of customer loyalty, adapting strategies and actions to stimulate and generate better market and economic-financial results for the institutions of this sector.

The study aims to contribute to the current panorama of instruments that qualify cities by presenting an approach of sustainable goals and indicators. Insight from inhabitants about their cities reveal dimensions and attributes not captured by official indicators. The focus of this study is to define appropriate indicators for sustainability and smartness of cities according to their citizens, considering the idiosyncrasies of local contexts and less notable dimensions pointed out in earlier studies. The scale is based on consolidated metrics, such as the UN Sustainable Development Goals, and the ISO 37120/2017, in association with the European Barometer and American Barometer. The CITYLIFESAT (City Life Satisfaction) scale was tested and validated in Southern Brazil through exploratory and confirmatory factor analysis, and discriminant analysis. The results show that citizens' satisfaction is primarily linked to health and safety, well-being, recreation, public transport, walkability, social inclusion and participation, primary services, city attachment, and environment.

A estrategia de enfoque na diferenciacao implica que a empresa ofereca um produto que seja considerado unico pelos seus clientes, que buscam produtos de qualidade e de valor agregado. A certificacao de produtos Kosher garante que os produtos alimenticios passaram por processos rigidos, com diretrizes e regulamentos religiosos que orientam o consumo. Cultura que surgiu nos rituais pagaos da antiguidade e que se estendem ate a atualidade, com a proibicao do povo Judeu de consumir vinho produzido e manuseado por pessoas nao Judias, sendo em meio a esta complexidade considerado um produto diferenciado. Com isso, o objetivo e identificar os aspectos positivos da estrategia de enfoque na diferenciacao em uma Vinicola do Vale dos Vinhedos a partir da producao e comercializacao do vinho Kosher . De modo a atender os objetivos propostos, foi realizado um estudo de caso, com entrevista em profundidade, baseada em um roteiro basico de entrevistas, e com a aplicacao da tecnica de pesquisa qualitativa, de carater descritivo. Os resultados mostram que a estrategia com enfoque na diferenciacao utilizada desde a fundacao da empresa e percebida como um diferencial da vinicola, que consegue atingir um publico restrito mesmo com a existencia de produtos importados no mercado.

RESUMO O ambiente de trabalho pode contribuir para o desempenho e produtividade dos trabalhadores bem como para a troca de informações entre colegas de trabalho que, ao interagirem, promovem a criação de conhecimento. O objetivo do presente estudo foi o de identificar a influência da satisfação com os aspectos tangíveis do ambiente construído sobre os aspectos intangíveis do processo de criação do conhecimento em empresas do Rio Grande do Sul. O método adotado foi de natureza quantitativa com abordagem descritiva. Os dados foram coletados por meio de uma survey com corte transversal. O campo de estudo foi o das áreas intensivas em conhecimento de empresas. Para a análise dos dados foram adotadas técnicas de estatística multivariada. Os resultados revelaram a relação positiva entre a criação de conhecimento tácito e a satisfação com o ambiente construído. Mais especificamente, os resultados indicam que a satisfação com o ambiente construído apresenta maior impacto sobre a criação de conhecimento, nas áreas da tecnologia e aprendizagem. ABSTRACT The work environment can contribute for the performance and productivity of workers as well as information transfer among coworkers that, when interacting, make that the knowledge creation happens. Therefore, the objective is to identify the influence of the satisfaction with the built environment on the knowledge creation process in knowledge intense companies of Rio Grande do Sul, Brazil. A survey research was carried out with a structured questionnaire based on theoretical references related to the study context, and had as target public companies of Rio Grande do Sul that have as common characteristic, intense areas of knowledge. Such research, of exploratory and quantitative feature, had data analyses done with the application of multivariate statistics technics. The results show from the four areas that represent knowledge creation, in this study, built environment satisfaction presented better influence on knowledge creation, which is, better built environments increases information exchange through the use of technology.

The analysis of the attributes and dimensions of the built environment quality (workspace) of companies is relevant, because it is associated to the expectations and perceptions of their employees and re lated to its satisfaction, productivity and business performance. Thus a survey research was implemented in five furniture companies, located inside the Rio Grande do Sul state, focusing on identifying the dimensions of the quality of the built environments analyzed, and their respective attributes, using as a basis previous studies of the area. Unlike the literature, the study identified seven dimensions of the built environment quality (configuration, appearance, functionality, specific activities, person al relationships, company location and comfort), composed of thirty - one attributes. It was also observed the overall satisfaction of employees of these companies in relation to the work environment, which resulted in a rate of 66.00%.

The aim of this research was to investigate how customers of a technological control laboratory of civil construction materials perceive the quality of the services delivered by the laboratory, specifically, what concerns the service of ceramic brick and concrete blocks breaking. The SERVQUAL scale was used as reference for the application of a survey and, by means of an Exploratory Factor Analyses, the dimensions and attributes that comprehend this service were evaluated. As a result, 20 attributes grouped in three dimensions Responsiveness, Assurance and Reliability) were found, what has resulted in an explained variance of 77.621%and that characterize these dimensions as a modified SERVQUAL scale. From the results, it was possible to identify the existing discrepancies in service quality, since all gaps between the expectations and perceptions of services have resulted in negative values. The developed study is relevant by bringing contributions concerning the quality assessment of ceramic brick and concreate block breaking services provided by a technology laboratory. The assessment to the results can add value in the customer service and, consequently, empowering the increase of satisfaction.

A inovação proporciona às empresas desenvolvimento, crescimento, bem como aumento dos lucros sustentáveis no mercado competitivo. Inovar constantemente coloca as empresas em posições de liderança, de modo a gerar lucros a partir da diferenciação. Neste cenário, a certificação de produtos kosher, em especial, os vinhos abordados neste estudo, garante que os produtos alimentícios passaram por processos regidos, com diretrizes e regulamentos religiosos que orientam o consumo. Portanto, em meio a esta complexidade, é considerado um produto diferenciado. Com isso, o objetivo desta pesquisa foi descrever como ocorreram as inovações na produção do vinho Kosher em uma vinícola do Vale dos Vinhedos. Para este estudo foi realizado um estudo de caso, com entrevista em profundidade, baseada em um roteiro básico de entrevista, e com a aplicação da técnica de pesquisa qualitativa, de caráter descritivo. Os resultados mostram que a vinícola busca fontes de conhecimento externas, por meio do contato próximo com os clientes e da sua política comercial, assim como a visão ampla da gestão da empresa em buscar compreender diferentes culturas e proporcionar produtos diferenciados à seus clientes, o que garante alento a inovações e contribue para manter vantagem competitiva.

The built environment for wine production, the whole winery infrastructure, its architecture, and the staff involved, the implementation context and the services offered have become important elements to attract tourists to visit wineries that seek for competitive advantage. This way, the aim is to identify the attributes related to winery visitation that enable the customer to create bonds to return to the place, indicate the winery to friends and also keep buying from the winery. Therefore, it was implemented a survey research with a structured questionnaire based on the literature related to the context of the study, in a winery located in Vale dos Vinhedos, in the city of Bento Gonçalves (RS). The research had an exploratory and quantitative feature and the data was analyzed by applying multivariate data analysis. The conclusions show that to establish bonds with the customer from the winery visitation requires more than a good wine and a quality service, but results from an emotional connection between the visitor and the winery, in which increasing the satisfaction with the built environment consequently increases the general satisfaction with the winery, upgrading the company’s image created in the visitors mind, being remembered in the purchase moment, enabling the negotiations growth, the customer retention and loyalty with the brand.