About
16
Publications
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314
Citations
Introduction
My research interests:
Customer experiences, and
transformative service research
Current institution
Additional affiliations
September 2022 - present
EGADE Business School del Tecnológico de Monterrey
Position
- Professor
Description
- Professor of marketing and Business Intellegence
June 2016 - October 2017
ESPAE Graduate School of Management
Position
- Professor
Description
- Strategic Marketing
July 2003 - May 2016
Education
September 2010 - August 2014
Publications
Publications (16)
Efforts have been oriented to determine the drivers that underlie
entrepreneurial intentionality, and several studies have made a significant
contribution in this direction. However, little is still known about the intensity
of the entrepreneurial intention-behaviour relationship, especially across
cultures. Extending this body of work, we investig...
Purpose
This paper aims to examine the factors that affect financial services design of and their effect on the improvement of the unbanked customer well-being.
Design/methodology/approach
The authors use a path analysis to examine customer well-being integration in the activities of service organizations. The theoretical estimation model was cond...
Customers nowadays are one online post away from
their stores, specially when it comes to post-shopping experiences.
This translates to large amounts of text messages to evaluate and
process for big brands that aim to maintain a good quality of
service as well as a digital channel of communication for their
customers. Automating the understanding o...
The emergence and acceptance of social media have become a crucial aspect of daily lives in the worldwide population. As a result of this phenomenon, it is not surprising that customers’ buying patterns exhibit continuous change. For capturing the experience of consumers during their visit to a retail store, previous studies have proposed in-store...
Entrepreneurs have been subjects of great interest
among researchers since they are commonly recognized as
important players for economic growth worldwide. A variety
of studies have already been conducted, in which entrepreneurs
motivations, emotions, choices, income, behavior, personality, and
thinking, amongst others, were analyzed. However, litt...
Purpose
In a world where customer empowerment is continuously increasing and changing the service landscape, retailers must provide memorable shopping experiences to retain and attract new customers. When customers decide to go shopping in physical stores, they expect to enjoy their visit, experiencing cognitive, affective, social, and physical re...
In an omni-channel world, with brands selling through physical and virtual channels and with online and mobile purchases continuously increasing, it is greatly important for physical stores to provide memorable shopping experience to retain and attract new customers. When customers go shopping at the store they expect enjoy their visit, experiencin...
This study consists of a first approximation to measure in-store customer experience (ISCX). The methodological guidelines for construction of a scale of ISCX involve two stages: (1) generation of items, and (2) initial purification of scale. The results obtained support the components of the ISCX proposed in the theoretical review, opening a space...
Two theoretical approaches are usually employed for the fitting of ordinal data: the underlying variables approach (UV) and the item response theory (IRT). In the UV approach, limited information methods [generalized least squares (GLS) and weighted least squares (WLS)] are employed. In the IRT approach, fitting is carried out with full information...
El presente artículo tiene por objeto desarrollar un modelo que permita explicar la lealtad del consumidor en un ámbito de servicios al incorporar al análisis variables mediadoras y moderadoras del comportamiento del consumidor. Para contrastar el modelo se realizó un estudio a consumidores de telefonía móvil y televisión por suscripción en Venezue...
The aim of this research is to apply the Delgado- Ballester and Manuera-Aleman brand trust scale (2003) in the Venezuelan service sector. In this way, we try to determine whether the scale
can be generalized both in its characteristics and its effects on other markets with differences in its economic and cultural structure. 451 questionnaires were...
Dynamic model for the prediction generation using artificial neural networks (RNA) Traditionally it is predicted using conventional methods (lineal regression, ARIMA), with their particular approach in the inherent errors to each method. The complexity of the environment that confront organizations, suggests the boarding of a methodology that gener...
En el presente trabajo se analiza el desarrollo y la formación de las estructuras de poder internacional y su particular incidencia en la conformación de tres bloques regionales dominantes -Tríada- cuyas principales características son la integración y exclusión. Se destaca la importancia de estos bloques como factores dominantes en las relaciones...
Mucho se ha hablado de los emprendedores, de su importancia, de incentivar el espíritu emprendedor. Pero, quéconocemos de ellos? Cual es su dimensión exacta? Cuales son las ventajas de ser emprendedor? Por qué un país tieneque ser emprendedor? El objetivo del presente artículo es responder estas interrogantes, por lo que se hace una revisiónteórica...
