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.

Purpose The 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/approach A multivariate statistical approach with structural equations modeling was used in a 505 customer sample of the one prominent bank in Brazil. Findings Results 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 implications 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 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/value Finding 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.

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.

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 related 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, personal 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%.

RESUMOPadrões elevados de competição nos mercados varejistas, fazem com que os gestores melhorem as experiências de compra dos consumidores, com o intuito de aumentar as intenções de compra. A imagem de loja contribui para melhorar a compreensão das necessidades e desejos dos consumidores. Neste contexto, monitorar constantemente as alterações do comportamento do consumidor é a base para o sucesso das organizações. Portanto, o objetivo é verificar as inter-relações existentes entre as dimensões da imagem de loja, do valor percebido, do conhecimento de marca, sobre a intenção de compra num contexto de autosserviço por estudantes consumidores em supermercados na Serra Gaúcha, RS. Na sequência, foi desenvolvida uma pesquisa de caráter quantitativa exploratória, com base survey aplicada, por meio da utilização de escalas já validadas. Através da proposição de um framework teórico foram encontrados como resultados os impactos positivos e significantes da imagem de loja em segunda ordem, em conjunto com o valor percebido e o conhecimento de marca, que juntos explicam uma variabilidade de 77% da intenções de compra. Os resultados contribuem à gestão dos mercados varejistas, através do monitoramento constante das mudanças de comportamento do consumidor, além de melhorar a compreensão de quais dimensões mais impactam as intenções de compra.Palavras-chave: Imagem de Loja; Valor Percebido; Conhecimento da Marca; Intenção de Compra; Supermercados. INTRODUÇÃOAo se observar o comportamento do consumidor é possível verificar atividades mentais, emocionais e físicas que são desempenhadas quando os indivíduos compram, utilizam, selecionam e descartam determinado produto ou serviço (FLEMMING, 1972; PETER, OLSON, 1993; STATT, 1997; WATANABE, 2014). Desta maneira, os consumidores buscam por lojas congruentes com as imagens compreendidas em suas vidas. Portanto, os estabelecimentos que melhor representarem a imagem total, de modo individual e única, serão aceitos pelo público em foco (MARTINEAU, 1958). É, portanto, a partir da experiência do consumidor com o produto ou serviço que é oferecido que a percepção de valor é evocada, e determina sua preferência por aquela empresa (supermercado) em detrimento do concorrente, ao comunicar efetivamente ao consumidor e fazer com que ele se conecte emocionalmente com a empresa, no caso, o supermercado (BERRY;CARBONE, 2007).A imagem de loja representa uma parte vital da comunicação em Marketing e da identidade corporativa, que é influenciada pelas percepções e atitudes dos consumidores. Um planejamento rigoroso, com a mensuração precisa da imagem de loja pode evitar julgamentos errôneos sobre determinada percepção pelo consumidor sobre a imagem de loja, o que podem afastar consumidores e resultar em despesas elevadas às organizações. O conhecimento adequado sobre a imagem de loja influencia na compreensão do comportamento do consumidor (ASSAEL, 1992; VAN DER VYVER, 2008).Muitas das decisões dos consumidores são feitas quando o consumidor se encontre dentro da loja, o que é um fator importante ...

Consumer behavior, facing the new options that the internet and online channels offer, has changed the way customers act and search for the best purchase option. Therefore, the understanding of the antecedents or determinant factors of customers' purchase intention is necessary, what is opportune to be studied on the online purchase context, since such context is disseminating among customers. As a result, the aim of this study was to look at the existing literature about online purchase intention and identify possible antecedents that could explain such outcome. Therein, from this research, a Theoretical Modelhas been elaborated from previous theoretical research considering the constructs Information Quality, Distrust and Perceived Risk as antecedents of Purchase Intention, aiming at analyzing the relation among these constructs in the online purchase context. From this research, it is possible to conclude that there is still research opportunity to understand and explain consumer behavior and the empirical application of this research theoretical model is one of them.

<p>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 <em>kosher</em>, 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 <em>Kosher</em> 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.</p>

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