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Projeto de investigação
Research Unit in Business Sciences
Financiador
Autores
Publicações
Customer experience, loyalty, and churn in bundled telecommunications services
Publication . Ribeiro, Hugo; Barbosa, Belem; Moreira, Antonio; Rodrigues, Ricardo
The telecommunications industry is highly competitive, as operators engage in fierce attacks, especially in bundled services, to acquire new customers originating high churn rate. The objective of this paper is to gain a comprehensive understanding of the factors influencing the switching of operators for bundled services among telecom operators. The paper includes a quantitative study with 3,004 customers utilizing bundled services from a Portuguese telecom operator. Employing covariance-based structural equation modeling and logit regression, the research shows that internet service, television service, and the service provided by the contact center exert the greatest impact on loyalty to the operator. In contrast, landline service has an insignificant effect, while loyalty has a negative influence on customer churn. This study offers telecommunications managers insights for identifying the main factors to retain customers and curbing customer defection. Additionally, it provides a framework for assessing customer experience within bundled telecom services, which is useful for researchers, managers and marketing practitioners alike.
Influence factors of organizational citizenship behaviors in Latin American countries: a Brazilian case study
Publication . Furtado, Julia Vasconcelos; Moreira, Antonio; Rodrigues, Ricardo Gouveia; Mota, Jorge Humberto F.
Purpose – Research on organizational citizenship behavior (OCB) has been based on Western developed economies’ samples (or specific Eastern countries such as China and Saudi Arabia), lacking attention to developing contexts (Latin America). Even though OCBs’ antecedents in the Global North context have been thoroughly explored, Corporate Social Responsibility’s (CSR) perceptions and organizational commitment’s (OC) roles are “under-studied” in such developing contexts. This study aims to respond to the call for research
on the behavioral perspective on CSR in Latin America, challenging implicit assumptions of theories developed in Western developed countries, related to the employees’ CSR perceptions and OC and OCB research.
Design/methodology/approach – In a postpositivist approach, the authors tested whether CSR and OC directly affect OCB, exploring OCB’s five dimensions – altruism, courtesy, consciousness, civic virtue and sportsmanship, with a main hypothesis that CSR and OC directly affect OCBs. The sample comprises responses from 1,059 employees from public and private Higher Education Institutions (HEIs) in Brazil – the largest economy in Latin America, yet a collectivistic society developing country, in which OCB phenomena is
still underexplored or done to a lesser extent.
Findings – Whenever positively perceiving their organizations’ CSR activities, employees identify strongly with the organization, influencing positive job outcomes such as OC and OCBs. Findings indicate that despite not perfectly fitting non-North American contexts, the OCB five-dimension structure is positively related to employees’ CSR perception, confirming OC’s stronger role in the Brazilian context. Indeed, findings confirm OC’s influence over all OCB dimensions, re-stating it as a stronger predictor of behaviors like consciousness (compliance), civic virtue and sportsmanship.
Originality/value – This research accepted the challenge of bringing OC back to OCB research. Indeed, seminal work had implied OC as a robust and significant predictor of the OCB, yet in Western developed economies. The scarcity of research on the matter in developing collectivist economies such as Brazil, justifies this study’s novelty and appropriateness.
Examining the effect of quantities offered by hydraulic, renewable, non-renewable sources and thermal technologies on electricity prices in the MIBEL market through an ADRL approach
Publication . Moutinho, Victor; Moreira, Antonio; Mota, Jorge
The objective of this article is to analyze and empirically validate the differential effects in the daily schedules of the induced electricity prices by selling bids for three different technologies, namely hydraulic, thermal and renewable energy sources (RES), in hourly values, by daily observations for the year 2018. To achieve this objective, we employ an autoregressive distributed lag (ARDL) model-bound testing approach The results of the ADRL-ECM method, which also reports the long-run analysis, show that (a) the renewable and thermal technologies positively and significantly affect the electricity price for Endesa and Hidroelétrica del Cantábrico generators and (b) the hydraulic technology impacts negatively the electricity price, both at a 1% level of significance. In addition, following a long-term perspective it must be highlighted that RES negatively impact the
price of electricity with a 1% level of significance for the Iberdrola, E.ON Energy, Unión Fenosa and EDP Energy of Portugal generators. However based on a short-term perspective, the results report a positive effect between the quantities traded by hydraulic and thermal technologies on the electricity price for Endesa, Iberdrola, Hidroelétrica del Cantábrico and EDP Energy of Portugal, at a 1% level of significance.
Unidades organizacionais
Descrição
Palavras-chave
Management, Business, Economics,N/A,N/A,N/A,
Contribuidores
Financiadores
Entidade financiadora
Fundação para a Ciência e a Tecnologia, I.P.
Programa de financiamento
Concurso de avaliação no âmbito do Programa Plurianual de Financiamento de Unidades de I&D (2017/2018) - Financiamento Base
Número da atribuição
UIDB/04630/2020