Sandra Maria Correia Loureiro

Iscte – University Institute of Lisbon | ISCTE · Department of Marketing, Operation and Management

Purpose This article aims to systematically review the fragmented but increasingly relevant research field of customer retention management in subscription scenarios, proposing the subscriber retention management framework for retention management in subscription settings and directing future research. Design/methodology/approach The authors syste...

Customer engagement in value co-creation is a key strategy to enhance company performance and strategic advantage. Although frontline employees play an important role in customer engagement - particularly in high contact services such as hotels - little research has tried to understand how employees view the value co-creation process. Hence, this s...

DOWNLOADS 0 Abstract Purpose This study proposes a conceptual model and aims (1) to understand how co-creation experience influences guest engagement, (2) to analyse the effect of satisfaction and affective image between co-creation experience and guest engagement, and (3) to analyse the effect of guest engagement on behavioural intentions. Design...

Purpose Service providers and tourism players have introduced the green hotels concept to mitigate detrimental environmental impact. This study aimed to review the literature on green hotels based on bibliometric analysis. Design/methodology/approach In analyzing the potential and significant subject of the tourism industry and concern on environm...

Artificial intelligence large language models (AI-LLMs) can become valuable travel advisors but often suffer from hallucinations that can diminish consumers’ confidence in their results. This study explores the relationship between tourists and AI large language model interactions by analyzing how (i) attachment-aversion affects the motivational st...

Grounded on the social constructionist theory, this paper intends to compare the perceptions of the realities of high-end consumers and fashion designers on high-end brands. The main aim is to understand how the perception of luxury brands is socially constructed by designers and consumers and to explore the impact of the social interaction, specif...

Purpose This research paper aims to explore the concerns and determinants of travelers’ behavior toward ChatGPT in the hospitality and tourism context. It also examines the weight of risk factors versus that of motivation and innovation characteristics influencing travelers’ approach behaviors toward ChatGPT. Design/methodology/approach A cumulati...

Aims We aimed to evaluate lesson learnt from a pilot project in Mozambique focused on point-of-care (POC) HbA1c testing for diabetes management in primary health care facilities. Methods Over a three-year period, several health centers were equipped with POC HbA1c testing machines. The evaluation involved 12 months of data collection, interviews w...

Building on goal-directed behavior premises, this article sets out to develop a framework for explaining why consumers desire green products. Informed by a qualitative study exploring critical consumption incidents, the new model of green goal-directed behaviors (MGGB) presents a unique approach, tested empirically through a survey on the sustainab...

Purpose Drawing on appraisal theories, this paper aims to attempt to demonstrate how augmented reality (AR) strengthens relationships in the cognitive-affective-conative mechanism to shape visitors' recommendation of awe-inspiring heritage experiences. Design/methodology/approach A mixed-method approach was undertaken. First, an exploratory pre-stu...

Light pollution is an emergent environmental concern, it disrupts the natural patterns of wildlife, contributes to the increase in carbon dioxide in the atmosphere, disrupts human sleep, and obscures the stars in the night sky. However, rural and urban communities often overlook this factor, since it is not seen as a problem, and even if the destin...

The application of X-reality (XR) technologies is reshaping the business landscape and redefining the film production process and the role of the audience in films. This study presents a bibliometric and content analysis of 131 academic articles to explore the development and research trends of XR in the film industry. We identify five core themes...

Purpose This study aims to offer the intellectual structure and dynamics of the sustainability branding field, involving the identification of influential authors and journals, current and emerging themes, theories, methods, contexts and future research directions. Design/methodology/approach The study conducted a bibliometric approach of 1,509 ar...

Purpose This study aims to analyze the relationship of mass versus niche brand coolness on consumers’ brand loyalty, mediated by attitude toward the brand and moderated by conspicuous consumption; test the moderating role of conspicuous consumption and the mediating role of attitude between mass versus niche cool brand and brand love; and analyze w...

Purpose The purpose of this paper is to systematically analyze existing studies related to the adoption of smart technologies in cruise tourism services, particularly robots, artificial intelligence, service automation and virtual reality. More specifically, the authors intend to highlight the current state of research on this topic, present the fi...

This study investigates binomial consumer brand engagement (vs. advertising avoidance) in the social media context featuring artificially intelligent algorithms. Grounded in social exchange theory, the relationships between personalized advertising, information control, privacy concerns, advertising avoidance, and consumer brand engagement are anal...

There is limited research on how sports fashion brands should develop their strategies to enhance customers’ virtual level of connectedness with companies, taking advantage of the recent expressive growth in social network users. Thus, a new structural model is proposed to analyse the drivers and outcomes of cognitive online brand identification (C...

Purpose One of the main challenges that brands face is the ability to provide a real-life experience through online platforms. The aim of this study is to analyze consumers' self-concept and testimonials through an augmented reality (AR) try-on app versus a website. Design/methodology/approach An online survey was conducted with 222 participants...

Artificial intelligence (AI) is reshaping consumer interaction with brands, but little is known about how brands can implement AI tools effectively. Drawing on consumer uniqueness and self‐construal theories, the authors examine the implementation of branded AI tools and their influence on consumers' experience, sense of uniqueness, and spending be...

The use of artificial intelligence‐based devices, such as smart speakers, is rising infrontline services, as such devices can perform several tasks for customers.However, little is known about customer responses to interactions with smartspeakers that occur during service encounters. This research encompasses threestudies intended to enhance our cu...

Consumers' willingness to donate personal data clearly benefits the marketers with whom they share it. Data-driven social partnerships allow marketers to leverage the data, serve the public good, personalize products for consumers, and boost profit. This paper focuses on better understanding what drives consumer data-donation to data-driven social...

Human branding is everywhere and within every individual. With the increase in the importance of technology and social media, human branding becomes increasingly relevant, but it is still a branding concept with much room to explore. Celebrities, such as actors and athletes, are the greatest examples of human brands, and with social media managing...

Religious tourism is one of the most important touristic segments globally. Yet, the cognitive and emotional processes shaping destination loyalty in this context, and the impacts of Augmented Reality (AR) technology were not fully investigated. This study takes a unique approach to examine how awe influences recommendation and revisiting intention...

This study aims to examine how values (i.e., individual and social values) influence customer engagement after managing a service failure in the thermal spa hotel context, and the mediating roles of perceived justice and brand experience. The data was collected from a survey of guests of luxury thermal spa hotels in Portugal, and the research model...

Nonprofits often face the challenge of inspiring people to care about issues that are at distance, both geographically and emotionally. This study seeks to investigate how Virtual Reality (VR) can increase inspiration and encourage potential donors to give to nonprofits. Additionally, the study aims to analyze the moderating role of immersion level...

Service dominant (S-D) logic, which advocates the prominence of services rather than goods in economic exchange, has become one of most the popular research streams in recent years. One of the most prominent theories of (S-D) logic is value co-creation. Although co-creation is mutually benecial, it is considered to be customer-oriented and interact...

The mechanisms by which destination loyalty can benefit from visitors' interaction with immersive technologies, and the role of emotional states are under-explored topics. This study investigated: (i) the role of awe and other emotional responses for driving destination loyalty, (ii) if and how can AR technologies amplify those outcomes. Based on t...

Retailing service is facing a rapid evolution through the incorporation of Extended Reality (XR) technologies and Artificial Intelligence (AI) algorithms. Within this umbrella, one can consider all real-and-virtual combined environments and interactions generated by computer, including Augmented Reality (AR), Mixed Reality (MR) and Virtual Reality...

Though prior research has addressed the role of virtual reality (VR) in tourism, the dynamics and consequences characterizing tourists' VR-based brand engagement, which has grown significantly since the pandemic, remain tenuous, as, therefore, explored in this research. Addressing this gap, we develop and test a uses-and-gratifications-informed mod...

The study draws upon the theories of self-determination and motivation of expectancy to examine how intrinsic motives drive consumers to engage with artificial intelligence (AI) powered intelligent voice assistants (IVAs). The study also explores how consumer engagement leads to their wellbeing and attachment to these AI gadgets and their associate...

Purpose The purpose of this paper is to offer a comprehensive overview of current research on customer behavior in the business-to-business (B2B) context and propose a research agenda for future studies. Despite being a relatively recent area of interest for academics and practitioners, a literature review that synthesizes existing knowledge into c...

Purpose-The purpose of this paper is to offer a comprehensive overview of current research on customer behavior in the business-to-business (B2B) context and propose a research agenda for future studies. Despite being a relatively recent area of interest for academics and practitioners, a literature review that synthesizes existing knowledge into c...

The conversation between humans and Artificial Intelligence (AI)-enabled intelligent voice assistants (IVA) can create bonds that go beyond a mere utilitarian purpose. The emotional cues in a Human-AI conversation can lead consumers to feel connected with the AI-agents and even consider such a relationship as cool. Although brand coolness is known...

With this study, brand managers can have an overview of the major concepts and characteristics of brands over time, while academics receive a mapping of the most analyzed topics and suggestions for future research. Based on the documents published in Scopus and Web of Science databases using the word “brand”, this article aims to provide an overvie...

This research aims to propose and analyze a novel behavioral model for using robo-advisors grounded on stimulus–organism–response and decision theory. Data (n = 596) were collected from a panel of US participants. The findings contribute to the financial services arena by demonstrating the relevance of customers’ perceptions of robo-advisors’ benef...

The current study seeks to explore whether virtual reality (VR) can be more effective that traditional 2D in influencing emotional responses (namely, empathy and sympathy) considering different movie genres. A factorial design 2 (movie genre: animation; documentary) × 2 (VR; 2D) between-subjects experiment was employed. A total of 145 participants...

In this study, we cross two sensory experiences, one with the senses of sight and sound and the other with the senses of sight, sound, and smell. The experience takes place in a Virtual Coffee and measures the impact it has on the sense of power. We analyse the concepts of Sense of Power and Cognitive Flexibility. Personality traits is analysed as...

Tourism is one of the least developed industries, in terms of environmentally sustainable practices, while at same time faces huge economic challenges, and from which communities all around the world depend on. At same time, Augmented and Virtual Reality applications are expected to grow significantly in the short-term, and impact many traditional...

Presents the state of the art in augmented reality, virtual reality and extended reality and Metaverse research Showcases the application of augmented reality, virtual reality and extended reality in various industries Bridges the gap between theory and practice for AR, VR and XR

Museums are more than a place to preserve collections of pieces. They offer serious leisure activities that can be incremented by using virtual reality tools. Thus, this study aims to analyse (i) the effect of virtual atmospheric cues on serious leisure in a virtual museum environment, and (ii) the impact of serious leisure on the desire to visit t...

Purpose Brand centrality is a religion-like brand–customer relationship, which refers to the extent to which a brand is in the center or heart of a consumer’s life. While its role in the fast fashion industry is prominent, its drivers and effects have not been comprehensively studied. This study aims to investigate the relationships between three p...

Purpose This paper focuses on customer engagement in online brand communities (OBCs). Drawing upon self-determination theory (SDT), the research proposes a conceptual model portraying the effect of intrinsic and extrinsic motivations on hedonic and utilitarian rewards, which the authors posit will affect subjective well-being (SWB) and brand advoca...

Purpose The current paper aims to explore how brand coolness can mediate the relationship between tactical green marketing orientation (GMO) and willingness to pay (WTP), by exploring the differences between two global brands with opposite green marketing perceptions. Design/methodology/approach Based on the stimuli-organism-response (S-O-R) frame...

Purpose This study aims to integrate brand and retailer levels variables to examine the direct and indirect relationships between omnichannel retailing and consumer engagement. Design/methodology/approach Survey data are collected from a sample consumers of different omnichannel retailing brands operating in the skin care industry. Partial least s...

This study aims to explore the moderator role of popular and iconic coolness dimensions on the relationship between hedonic versus utilitarian beauty product brands and high-status perceptions, using internet memes as stimuli. An experimental study was conducted to analyse whether two dimensions of brand coolness (popular and iconic) moderate the r...

Short Abstract: When examining the causes of sustainable consumer behaviours, self-oriented and altruistic behavioural models are prevalent, yet assuming contradictory assumptions. As a result, normative and cognitive antecedents emerge as major influencing factors, but both appear to lack the motivational thrust required to initiate action, such a...

Purpose – The usage of robot waiters in the hospitality industry is growing, thus increasing the number of human–robot interactions in frontline services. Focusing on robot waiters in restaurants, this study proposes the SC-PO-CR model, while examining the association between social cognition, psychological ownership, robot anthropomorphism, and cu...

This paper explores the effect of artificial intelligence (AI) on employee happiness and proposes a model founded on stress and coping theory to analyze the effect of benign stress on employee happiness and its indirect effect via employee engagement. It combines semi-structured interviews with employees working alongside AI algorithms and agents a...

Purpose The influence of technology on marketing communications is rising in both applications and value created. Artificial intelligence (AI) and, as a result, smart speakers are benefiting both brands and customers at many levels. In particular, AI opens up the possibility to establish human-like dialogs with customers and to advertise brands in...

This research conducted a systematic review of articles on luxury consumption in tourism, specifically, its conceptualization, pre-consumption influential factors, and post-consumption responses. This paper provided an overview of relevant studies, developed a comprehensive framework, and suggested future research avenues. The present review identi...

In response to the increasing emphasis on sustainability and shifting consumer awareness of environmental protection, companies are adapting their product offerings to be greener. These changes include the adoption of more sustainable packaging. While it would appear that consumers are willing to embrace eco-friendly behaviour, however, the attitud...

Virtual Reality (VR) is shaping all human activities, and with the advent of the metaverse, buyers are going to experience new ways of doing shopping. What would happen if consumers will be asked to assess a product's attribute, i.e., packaging, in a virtual environment, instead of being able to physically hold the product, like in a traditional pu...

Drawing on action identification and complexity theories, this study explores lifestyle congruency and chatbot identification as drivers of engagement, leading to chatbot advocacy. Data collected from 304 individuals were assessed symmetrically through PLS-SEM. Moreover, configuration causal paths were assessed through fsQCA. Findings reveal the ro...

Purpose This study aims to explore the relationships among novelty, meaningfulness, hedonism and loyalty in the context of an astrotourism experience. Design/methodology/approach Data were collected using a convenience sample at an astrotourism event in Portugal. A self‐administered questionnaire was designed using established scales. In total, 29...

This article aims to assist researchers in navigating the path to theory creation by investigating how they might build theory through literature reviews. In particular, we propose and elaborate upon the Theory Generation from Literature Review (TGLR) process, capturing different methods and techniques to be applied depending on the level of develo...

Purpose Considering the relevance of understanding what influences environmentally sustainable consumer choices, the present study aims to examine and synthesize the key determinants factors from literature and outline a new conceptual framework for explaining green purchasing behaviors (GPBs). Design/methodology/approach A bibliometric analysis w...

Purpose The purpose of this paper is to systematically review authenticity in the branding context and suggest avenues for future research. Design/methodology/approach This study applies a systematic literature review process and analyzes a total of 171 articles published from 1988 to 2021 and three items that are books or book chapters. Findings...

Companies face a considerable number of online complaints on social media, with some escalating into major virality (online firestorms). Given the risks associated with reputation and sales, companies implement crisis response communication strategies to refrain audiences from forwarding content to others. Despite the positive effects of such strat...

COVID-19 and the faster evolution of emerging technologies forced companies to create new business models and become more digital. Therefore, companies worldwide have adopted different digital technologies such as online stores, digital assistants, digital panels, or robotic services. This trend has also impacted the cruise industry, with new cruis...

Tourism scholars have been devoted to exploring the significance of cultural heritage in generating economic, environmental, and social values. However, limited efforts were found to verify potential threats that demolish these values such as looting issue in the global heritage tourism industry. Therefore, this study has reviewed extant publicatio...

This study analyses tourist-virtual assistant communication by demonstrating the effect of authenticity and attachment as drivers of engagement. A Qualtrics panel sample of 200 users of intelligent virtual assistants (IVA) for the purpose of tourism was recruited to fulfil a survey. Findings show that when users view their communication with IVA as...

Electronic word-of-mouth (e-WOM) is a very important way for firms to measure the pulse of its online reputation. Today, consumers use e-WOM as a way to interact with companies and share not only their satisfaction with the experience, but also their discontent. E-WOM is even a good way for companies to co-create better experiences that meet consum...

Virtual Reality (VR) is a technology that creates fully immersive and virtual experiences and have been used to create virtual supermarkets and explore consumer behaviour on such alternate reality. The current study uses a VR scenario to analyse the effects of mental imagery, product involvement and presence on customer’s emotions and on the custom...

Purpose The growing complexity of consumer engagement (CE) due to the impact of Internet of things (IoT) has been attracting significant attention from both academics and industry practitioners especially in recent times. Hence, understanding this phenomenon remains very crucial to the body of knowledge. This study conducted a systematic review on...

The current study investigates real-time marketing as one strategy for businesses to take advantage of this social and technologic ecosystem. The challenge of a more social and connected consumer is that they engage on online conversations, trends and things. The goal is to analyse the relationship among co-creation, user-generated content (UGC), b...

Purpose This paper aims to review the topic of “luxury fashion consumption”, a field of recent interest for academics and practitioners. However, a literature review that can map the existing knowledge and aggregate it into relevant topics and offers a research agenda for future research is still lacking. Methodology This paper uses a systematic r...

This article aims to explore gamification tools in services and higher education environments and their role in creating student engagement. The research adopts a qualitative method based on quasi-experimental design. Participants from a higher education institution are exposed to gamification activities during a full semester. Researchers use the...

As service brands need to find new methods to overcome consumers' distrust of physical spaces in the post-COVID-19 era, we explore how niche and mass service brands can recover their experiential value through perceptions of coolness. In three studies, we evaluate service brand coolness and its consequences for communal brand connection and loyalty...