Abstract: The purpose of this research study is to describe the factors that influence consumers' purchasing decisions in live shopping broadcasts. The proposed research methodology is based on the qualitative paradigm with an interpretative approach. A semi-structured questionnaire is applied to interview 25 people who had participated in live shopping transmissions at least once. The results show eight families codes: (1) motivation, (2) participation, (3) trust, (4) influence of social networks, (5) time pressure, (6) customer satisfaction, (7) distrust and problems, and (8) quality of service. The aesthetic aspect of the seller and the endorsement of a celebrity have no valorization. In conclusion, the purchase decision variables of live shopping broadcasts do not differ significantly with respect to what has been found in previous literature.

Resumen: El propósito de esta investigación es describir los factores que influyen en la decisión de compra de los consumidores en transmisiones de compras en vivo. La metodología está fundamentada en el paradigma cualitativo con enfoque interpretativo. Se ocupa un cuestionario semi-estructurado para realizar entrevistas a 25 personas que han participado en las transmisiones de compra en vivo al menos una vez. El análisis de los datos se realiza mediante la teoría fundamentada de Glaser y Strauss. Los resultados muestran ocho familias de códigos: (1) motivación, (2) participación, (3) confianza, (4) influencia redes sociales, (5) presión por tiempo, (6) satisfacción del cliente, (7) desconfianza y problemas, y (8) calidad del servicio. El aspecto estético del vendedor y la determinación de una celebridad no son valorizables. En conclusión, las variables de decisión de compra de las transmisiones de compra en vivo, en general, no difieren respecto con lo encontrado en la literatura previa.

Resumen: Este artículo analiza el impacto potencial de los chatbots en el mejoramiento del servicio al cliente en la industria logística, evaluando el rendimiento de diez destacadas empresas en Colombia, Perú y Ecuador (zona CPE). Estas empresas, insertas en el sector de servicios logísticos, desempeñan un papel crucial en la cadena de suministro, ofreciendo servicios especializados que abarcan transporte, almacenamiento y otras áreas dentro de su actividad económica. El estudio, que incluyó a 1250 usuarios individuales tipo B2C (empresa a consumidor) de chatbots, se enfocó en analizar la efectividad de estas herramientas y su repercusión en la conformidad del cliente. Mediante análisis de regresión múltiple, se identificaron elementos fundamentales que inciden en la satisfacción del cliente, como la capacidad de abordar problemas, el conocimiento detallado de la empresa, la autonomía en la resolución de problemas, la precisión gramatical y la reputación general. Los resultados destacan el potencial de los agentes virtuales para mejorar significativamente la atención al consumidor en la logística, señalando su eficacia en la resolución de problemas, familiaridad con productos y servicios, autonomía en la resolución de problemas, corrección gramatical y recomendaciones de usuarios. Estos hallazgos son cruciales para el sector logístico, subrayando el papel transformador de los chatbots en la elevación de la satisfacción del cliente y la eficiencia operativa mediante la integración tecnológica.

Abstract: The article analyzes the potential effectiveness of chatbots on enhancing consumer service in the logistics industry, assessing the performance of ten prominent companies in Colombia, Peru, and Ecuador (CPE region). These companies, situated in the logistics services sector, play a crucial role in the supply chain, offering specialized services encompassing transportation, storage, and other areas within their economic activities. The study, involving 1250 individual B2C (business-to-consumer) users of chatbots, focused on analyzing the effectiveness of these tools and their impact on customer satisfaction. Through multiple regression analysis, key factors influencing customer satisfaction were identified, such as the ability to address issues, detailed knowledge of the company, autonomy in issue resolution, grammatical accuracy, and overall reputation. The results underscore the significant potential of chatbots to enhance customer service in logistics, emphasizing their effectiveness in issue resolution, familiarity with products and services, autonomy in issue resolution, grammatical correctness, and user recommendations. These findings are vital for the logistics sector, highlighting the transformative role of chatbots in elevating customer satisfaction and operational efficiency through technological integration.

Resumen: Cuando las empresas comprenden las variables que impulsan la satisfacción de los clientes, pueden establecer mejores puntos de referencia y perfeccionar sus estrategias. En la actualidad, existe un crecimiento exponencial de las compras de ropa de moda a través de plataformas digitales. Esta investigación evalúa si la orientación a la moda rápida y a la moda lenta, la conciencia ambiental y las experiencias del producto, emocional y con el sitio web inciden sobre la satisfacción con la compra en línea. Además, se analiza la importancia y el rendimiento de las experiencias sobre la satisfacción. Las técnicas estadísticas utilizadas son un modelo de ecuaciones estructurales basados en mínimos cuadrados parciales y una matriz de importancia-desempeño. El diseño de investigación fue cuantitativo, explicativo y transversal, desarrollado en la frontera norte de México y aplicado a 539 compradores de ropa en plataformas web o aplicaciones digitales. Los resultados evidencian que solo la orientación a la moda lenta influye sobre la conciencia ambiental, a diferencia de la orientación a la moda rápida que no tiene efecto en ella, la conciencia ambiental tiene un impacto positivo sobre los tres tipos de experiencia y éstos inciden favorablemente sobre la satisfacción con la compra de ropa en línea. La matriz importancia-desempeño evidenció que la experiencia con el sitio web/app es el factor más relevante para la satisfacción en línea. En conclusión, la satisfacción con la compra en línea depende en gran medida de la experiencia con el sitio web.

Abstract: Companies that understand which variables drive customer satisfaction can establish stronger metrics and refine their strategies. Currently, there is an exponential growth in fashion shopping through digital platforms. Our research assesses if fast fashion and slow fashion orientation, environmental awareness, and product, emotional, and website experiences have an effect on satisfaction with online shopping. Moreover, the importance and performance of experiences on satisfaction is analyzed. Statistical techniques used are a structural equation model based on partial least squares and an importance-performance matrix. The research design was quantitative, explanatory, and cross-sectional, conducted in the northern border of Mexico and applied to 539 clothing shoppers on web platforms or digital applications. The results show that only the slow fashion orientation influences environmental awareness, unlike the fast fashion orientation that does not have an effect on it, environmental awareness has a positive impact on the three types of experience, and they favorably impact satisfaction with the purchase of clothing online. The importance-performance matrix revealed that the website/app experience is the most relevant factor for online satisfaction. In conclusion, satisfaction with online shopping is highly dependent on the website experience.

ABSTRACT The COVID-19 pandemic drove the transition to online learning globally. This study evaluated the marketing strategies of IST CENESTUR using a mixed methodological approach that integrated qualitative and quantitative perspectives. A significant correlation was found between information sources and influence on the choice of educational services, highlighting the impact of strategies such as digital marketing and customer testimonials. Although most perceived value for money positively, varied opinions were identified, urging to adjust strategies and improve quality. Flexibility of schedules was crucial for customers, followed by the quality of educational material. In addition, there was a high positive perception of the impact of the services on personal and professional development, with a high recommendation rate. However, the importance of addressing financial concerns to improve accessibility and overall satisfaction was stressed.

RESUMEN La pandemia de COVID-19 impulsó la transición hacia la enseñanza en línea a nivel global. Este estudio evaluó las estrategias de marketing del IST CENESTUR se empleó un enfoque metodológico mixto que integró perspectivas cualitativas como cuantitativas. Se encontró una correlación significativa entre las fuentes de información y la influencia en la elección de servicios educativos, resaltando el impacto de estrategias como el marketing digital y los testimonios de clientes. Aunque la mayoría percibió positivamente la relación calidad-precio, se identificaron opiniones variadas, instando a ajustar estrategias y mejorar la calidad. La flexibilidad de horarios fue crucial para los clientes, seguida de la calidad del material educativo. Además, se observó una alta percepción positiva del impacto de los servicios en el desarrollo personal y profesional, con una elevada tasa de recomendación. No obstante, se subrayó la importancia de abordar las preocupaciones financieras para mejorar la accesibilidad y la satisfacción general.

Resumen El objetivo es investigar la experiencia del usuario y la seguridad en línea como influencias de satisfacción y la confianza del cliente de e-commerce. El método de investigación incluyó un modelo de ecuaciones estructurales que relaciona la seguridad percibida, la experiencia del usuario, la confianza y la satisfacción del cliente en línea. Los resultados demostraron que la experiencia y la percepción de seguridad son factores importantes que influyen en la confianza y, en consecuencia, en la satisfacción. El hallazgo relevante fue identificar a la confianza como factor principal para predecir la satisfacción del cliente. El valor del estudio es brindar a empresas la oportunidad de implementar estrategias basadas en la confianza y la satisfacción del cliente en línea, poco estudiadas previamente en México. La limitación principal fue el uso de una muestra específica de consumidores en línea en México, por ello, los resultados pueden no ser generalizables a otras poblaciones.

Abstract This study aims to investigate the influence of user experience and online security on customer satisfaction and trust in e-commerce. The research method included a structural equation modeling that relates perceived security, user experience, trust, and customer satisfaction online. The findings showed that user experience and perceived security are significant factors that influence trust, and consequently, customer satisfaction. The relevant finding was to identify trust as the main factor in predicting customer satisfaction. The study's value is to provide companies with the opportunity to implement strategies based on trust and customer satisfaction online, which have been poorly studied in Mexico previously. The main limitation was the use of a specific sample of online consumers in Mexico; thus, the results may not be generalizable to other populations.

ABSTRACT He following investigative work is carried out in the Water and Sanitation Business Group with the objective of identifying the variables to evaluate the commercial management in the companies belonging to this group. To fulfill this objective, theoretical, empirical and statistical methods are used. In the case of statistics, a cluster study is carried out with 54 models, classified as commercial management, direction and management, supply chain management and relational marketing. The variables identified to evaluate the commercial management in the companies of the AyS Group were grouped into four essential aspects: suppliers, water supply, commercialization and customer satisfaction.

RESUMEN El siguiente trabajo investigativo se realiza en el Grupo Empresarial de Agua y Saneamiento con el objetivo de identificar las variables para evaluar la gestión comercial en las empresas perteneciente a este Grupo. Para el cumplimiento de este objetivo se utilizan métodos teóricos, empíricos y estadísticos, en el caso del estadístico se realiza un estudio clúster con 54 modelos, clasificados como gestión comercial, dirección y gestión, gestión de la cadena de suministro y marketing relacional. Las variables identificadas para evaluar la gestión comercial en las empresas del Grupo de Agua y Saneamiento se agruparon en cuatro aspectos esenciales: proveedores, abastecimiento de agua, comercialización y satisfacción del cliente.

Resumo Los usuarios de internet en todo el mundo pasan un promedio de 2 horas y 25 minutos al día en las redes sociales, por lo que técnicas como el análisis del sentimiento son aplicadas a sus redes sociales, la cual es utilizada para la identificación y clasificación de las emociones empleadas en actividades como investigación de mercados, monitoreo de la reputación de marca, medición de la satisfacción del cliente, entre otros. Esta comunicación pretende determinar la importancia y utilidad del análisis de sentimiento a través de la minería de datos como una herramienta relevante para conocer tendencias de opinión y sentimiento de referentes comunicacionales. La metodología utilizada es de corte cualitativo bajo el método del estudio de caso. Se utilizó Twitter como fuente para la recopilación de información y para su análisis se empleó el software de minería de datos RapidMiner con el operador para análisis de sentimiento. Como parte de las conclusiones, se observa que es posible afirmar que el análisis del sentimiento a través de la minería de datos es una herramienta útil y valiosa para la toma de decisiones sobre las estrategias comunicacionales que pueden llevarse a cabo, no solo en el turismo sino en cualquier actividad que busque posicionarse en la mente del consumidor.

Abstract Internet users around the world spend an average of 2 hours and 25 minutes a day on social networks, so techniques such as sentiment analysis are applied to their social networks, which is used for the identification and classification of the emotions used in activities such as market research, brand reputation monitoring, customer satisfaction measurement, among others. This communication aims to determine the importance and usefulness of sentiment analysis through data mining as a relevant tool to know opinion trends and sentiment of communication referents.The methodology used is qualitative under the case study method. Twitter was used as a source for the collection of information and for its analysis the data mining software RapidMiner was used with the operator for sentiment analysis. As part of the conclusions, it is observed that it is possible to affirm that the analysis of sentiment through data mining is a useful and valuable tool for decision-making on communication strategies that can be carried out, not only in tourism, but in any activity that seeks to position itself in the mind of the consumer.

Abstract The synergy between the accommodations and the untouched beauty of UNESCO’s Global Geoparks ensures an unforgettable encounter, blending comfort with adventure and relaxation with exploration. Although hotels have been previously investigated, the asymmetric results across mountain hotel customer satisfaction in UNESCO’s Global Geoparks are yet to be studied. This study aims to understand the online discourse and the reasons that satisfy a mountain hotel customer in UNESCO Global Geoparks. 5.590 online reviews were collected from 20 four and five-star mountain hotels in the Estrela UNESCO Global Geopark. Data were analysed through sentiment analysis (SA), and statistical analysis was used to acknowledge which variables influence satisfaction. We undertook a qualitative approach to understand the reasons for the identified sentiment. Results suggest that the seasonality, nationality, and travel experience influence satisfaction, and pool/spa is identified as critical for mountain hotel customers’ satisfaction. The new knowledge expands the understanding of the mountain hotel experience and the customers’ satisfaction with this specific type of hotel.

Resumo A sinergia entre os alojamentos e a beleza dos Geoparques Mundiais da UNESCO assegura um encontro inesquecível, combinando conforto com aventura e relaxamento com atividades de exploração. Os resultados assimétricos da satisfação dos clientes de hotéis de montanha nos Geoparques Mundiais da UNESCO ainda não foram estudados. Este estudo visa compreender o discurso online e as razões que satisfazem um cliente de hotel de montanha nos Geoparques Mundiais da UNESCO. Foram recolhidas 5.590 avaliações online de 20 hotéis de montanha de quatro e cinco estrelas na região do Estrela Geoparque Mundial da UNESCO. Os dados foram analisados através da análise de sentimento (SA), e a análise estatística foi utilizada para identificar quais são as variáveis que influenciam a satisfação. Foi adotada ainda uma abordagem qualitativa para compreender as razões do sentimento identificado. Os resultados sugerem que a sazonalidade, a nacionalidade e a experiência de viagem influenciam a satisfação, e a piscina/spa é identificada como fundamental para a satisfação. dos clientes de hotéis de montanha. O novo conhecimento amplia a compreensão da experiência em hotéis de montanha e a satisfação dos clientes com este tipo específico de hotel.

RESUMEN La prestación de un servicio de calidad en hoteles de tres estrellas no solo incide en la reputación y credibilidad del establecimiento, sino que también asegura ingresos económicos sostenidos. Este estudio, centrado en el contexto ecuatoriano, se propone analizar, implementar y evaluar herramientas eficaces para medir y mejorar la experiencia del cliente. Los resultados subrayan la necesidad de un manual específico y estrategias continuas de capacitación para el personal, al enfocarse en áreas de mejora como la comunicación y la eficiencia en la atención. La demografía de clientes, principalmente entre 18 y 45 años con educación superior, ofrece oportunidades para adaptar estrategias y generar ingresos sostenibles. La implementación de medidas personalizadas no solo eleva la satisfacción del cliente, sino que también fortalece la competitividad del sector hotelero de tres estrellas en Ecuador.

ABSTRACT The provision of quality service in three-star hotels not only affects the reputation and credibility of the establishment, but also ensures sustained economic income. This study, focused on the Ecuadorian context, aims to analyze, implement, and evaluate effective tools to measure and improve customer experience. The results highlight the need for a specific manual and continuous training strategies for staff, focusing on areas of improvement such as communication and efficiency in care. The customer demographic, primarily between 18 and 45 years old with higher education, offers opportunities to adapt strategies and generate sustainable income. The implementation of personalized measures not only increases customer satisfaction, but also strengthens the competitiveness of the three-star hotel sector in Ecuador.

Abstract Purpose: This article aims to explore the concept of chain value of the public port system in Ecuador from the perspective of importing/exporting companies, analyzing how perceived value in the use of port services affects customer satisfaction and the intermediate links of the influence of trust and commitment on customer loyalty. Design/methodology/approach: Relying on a survey of 634 Ecuadorian companies with experience in international trade as port users and a theoretical framework well-established in the literature on consumer behavior, the empirical study found evidence of a positive and significant relationship with the knowledge of chain effects. Findings: The findings confirm the chain effect and reveal ways to maintain an ongoing satisfactory, trust and committed relationship with users, thereby ultimately gaining and maintaining their loyalty. The conclusions suggest how this postulate can help to close the gap referred to the effective management of port services, and point out that port managers should be concerned with a continuous in-depth understanding of the perceived value and its chain effects. Originality/value: The authors add evidence of the use of the postulate of the chain of effects on these dimensions, whose applicability is very well established, tested and consensual for the doctrine in industrial marketing. In contrast, it is scarcely present in the port relationship with its users.

RESUMEN Este artículo analiza la importancia de que las pequeñas y medianas empresas (PYME) compitan en los mercados globales. El principal objetivo de esta investigación empírica es encontrar los determinantes que permiten a las empresas mexicanas clasificadas como TIF (Tipo Inspección Federal) exportar sus productos a los mercados internacionales. Los métodos implementados fueron: 1) una encuesta con escalas Likert dirigida a directores generales y gerentes de la industria cárnica mexicana; y 2) la técnica econométrica probit que ayudó a demostrar dos hipótesis como determinantes para la internacionalización de las PYME. Los resultados sugieren que la seguridad alimentaria (HACCP-H14) es un factor relevante para exportar y la satisfacción cliente-proveedor (SCPEXP-H12) posibilita aspirar a la internacionalización. Estos hallazgos respaldan las teorías clásicas de internacionalización, como el modelo Uppsala, que se analizan en el marco teórico. PYME (PYME globales Tipo Federal internacionales fueron 1 mexicana 2 HACCPH14 HACCPH HACCP H14 H (HACCP-H14 clienteproveedor cliente proveedor SCPEXPH12 SCPEXPH SCPEXP H12 (SCPEXP-H12 Uppsala teórico HACCPH1 H1 (HACCP-H1 SCPEXPH1 (SCPEXP-H1 (HACCP-H (SCPEXP-H

ABSTRACT This article discusses the importance of small and medium-sized enterprises (SMEs) competing in global markets. The main objective of the empirical research presented is to identify the determinants that enable Mexican companies classified as TIF (Tipo Inspección Federal) to export their products to international markets. The research methods used included a Likert scale survey, targeting CEOs and managers in the Mexican meat industry, and the probit econometric technique that demonstrate two hypotheses. The results suggest that food safety (HACCP- H14) is an important factor for exporting, and customer-supplier satisfaction (SCPEXP- H12) makes it possible to aspire to internationalization. These findings support classical internationalization theories, such as the Uppsala model, which are discussed in the theoretical framework. mediumsized medium sized SMEs (SMEs markets Tipo Federal survey industry hypotheses HACCP (HACCP H14 H exporting customersupplier customer supplier SCPEXP (SCPEXP H12 theories model framework H1

RESUMO Este artigo aborda a relevância de as PMEs competirem nos mercados globais. O objetivo principal desta pesquisa empírica é encontrar os determinantes que permitem às empresas mexicanas TIF (Tipo Inspección Federal) exportar seus produtos nos mercados internacionais. Os principais métodos implementados foram: 1) uma pesquisa com escalas Likert realizada na indústria de carnes mexicana, considerando como público-alvo CEOs e gerentes; 2) a técnica econométrica probit que ajudou a demonstrar duas hipótesis como determinantes para a internacionalização das PMEs. Os resultados sugerem que a segurança dos alimentos (HACCP- H14) é relevante para a exportação e a satisfação de consumidores e fornecedores (SCPEXP- H12) estimula a internacionalização. Esses resultados também complementam as teorias clássicas de internacionalização descritas no referencial teórico, como o modelo Uppsala. globais Tipo Federal internacionais foram 1 mexicana públicoalvo público alvo gerentes 2 HACCP (HACCP H14 H SCPEXP (SCPEXP H12 teórico Uppsala H1

Abstract The consolidation of water and sanitation service coverage in Rio de Janeiro remains an ongoing challenge. In an effort to broaden coverage, in 2021, the state government opted to privatize services previously managed by CEDAE. However, a few months later, customer dissatisfaction with the new companies among the Rio de Janeiro population became evident, judging by the number of complaints received by various consumer protection watchdogs and the judicial system. We aim to investigate the immediate consequences of this shift in sanitation management from the users' viewpoint. To this end, we undertook documentary analysis (call for bids, contracts, and transcripts of public hearings) and scrutinized data from the Consumidor.gov service, overseen by the Ministry of Justice. Among the results observed were dissatisfaction of residents in the concession areas with rate hikes, poor service quality, and intensified water insecurity at the household level. Furthermore, the fragmentation of management - stemming from the involvement of three new companies and CEDAE as the water provider in RMRJ, as well as the proliferation of instruments and contracts - has undermined consumer satisfaction. challenge 2021 However later evident system users viewpoint end call bids hearings Consumidorgov Consumidor gov Justice hikes quality level Furthermore RMRJ satisfaction 202 20 2

Resumo A universalização dos serviços de água e esgotamento sanitário no Rio de Janeiro ainda é uma questão não resolvida. A aposta do governo do estado para ampliar a cobertura foi a concessão dos serviços que estavam sob responsabilidade da Cedae à iniciativa privada em 2021. Poucos meses depois, entretanto, o descontentamento da população fluminense com as novas empresas se tornou incontestável, a julgar pelo número de reclamações nos diversos órgãos de defesa do consumidor e na justiça. Este artigo tem como objetivo compreender as consequências imediatas da mudança na gestão do saneamento a partir da perspectiva dos usuários. Para responder essa questão, recorreu-se à análise documental (editais de concessão, contratos e transcrição de Audiência Pública) e à análise de dados do serviço Consumidor.gov.br, gerido pelo Ministério da Justiça. Dentre os resultados, destacamos a insatisfação dos moradores das áreas de concessão com o aumento das contas de água e com a qualidade dos serviços prestados, aumentando a insegurança hídrica no nível dos domicílios. Ademais, a fragmentação da gestão, resultante da atuação de três novas empresas e da Cedae como produtora de água na RMRJ, bem como a multiplicação de instrumentos e contratos, vem dificultando o atendimento das demandas dos usuários. resolvida 2021 depois entretanto incontestável justiça usuários recorreuse recorreu editais Pública Consumidorgovbr Consumidor gov br Consumidor.gov.br Justiça resultados prestados domicílios Ademais RMRJ 202 20 2

Abstract Objectives This study aims to analyze how physical-sensory elements of the retail environment and self-confidence relate to the perceived vulnerability of visually impaired consumers and their shopping experience. It seeks to demonstrate how factors such as store layout, the need for tactile interaction, and self-confidence influence perceived vulnerability and satisfaction among visually impaired consumers during the shopping experience. Method/approach The study adopts a descriptive quantitative approach, using a questionnaire-based research method to collect data from318 visually impaired individuals in the state of Paraíba, Brazil. The questionnaire includes measurement scales for various constructs related to the retail environment and consumer behavior, as well as demographic questions to characterize the sample. Results The results reveal significant relationships between store layout, tactile need, self-confidence, perceived vulnerability, and satisfaction among visually impaired consumers. Specifically, store layout and self-confidence were found to have negative associations with perceived vulnerability, while tactile need had a positive association. Perceived vulnerability, in turn, had a negative association with satisfaction. Limitations/research implications: The study acknowledges limitations such as sample size and geographic specificity, suggesting the need for further research to validate the results in different contexts and populations. Theoretical implications include the need for a deeper understanding of consumer vulnerability and its impact on retail experiences. Practical implications The study highlights the importance of accessible store design and customer service training to improve the shopping experience of visually impaired consumers. It also underscores the potential benefits of addressing the tactile needs of these consumers. Social implications By promoting social inclusion and accessibility in retail environments, the study contributes to a more equitable shopping experience for individuals with visual impairments, fostering social inclusion and equality. Originality/value: This study contributes to the limited literature on the retail experiences of consumers with visual impairments, offering insights into the factors influencing their perceived vulnerability and satisfaction. It emphasizes the importance of considering the unique needs of this consumer segment in retail design and service provision. physicalsensory physical sensory selfconfidence self confidence interaction Methodapproach Method approach questionnairebased based from from31 Paraíba Brazil behavior selfconfidence, confidence, Specifically turn Limitationsresearch Limitations specificity populations environments impairments equality Originality/value Originalityvalue Originality value provision from3

Resumo Objetivos Este estudo tem como objetivo analisar como elementos físicos-sensoriais do ambiente de varejo e a autoconfiança se relacionam com a vulnerabilidade percebida dos consumidores de deficiência visual e sua experiência de compra. Busca demonstrar como fatores como layout da loja, necessidade de interação tátil e autoconfiança influenciam a vulnerabilidade percebida e a satisfação dos consumidores com deficiência visual durante a experiência de compra. Método/abordagem O estudo adota uma abordagem quantitativa descritiva, utilizando um método de pesquisa por meio de questionário para coletar dados de indivíduos com deficiência visual no estado da Paraíba, Brasil que resultou em 318 respondentes. O questionário inclui escalas de medição para diversos construtos relacionados ao ambiente varejista e ao comportamento do consumidor, além de perguntas demográficas para caracterizar a amostra.Resultados: Os resultados revelam relações significativas entre layout da loja, necessidade tátil, autoconfiança, vulnerabilidade percebida e satisfação entre os consumidores com deficiência visual. Especificamente, o layout da loja e a autoconfiança foram encontrados com associações negativas com a vulnerabilidade percebida, enquanto a necessidade tátil teve uma associação positiva. A vulnerabilidade percebida, por sua vez, teve uma associação negativa com a satisfação. Limitações/implicações da pesquisa O estudo reconhece limitações, como o tamanho da amostra e a especificidade geográfica, sugerindo a necessidade de mais pesquisas para validar os resultados em diferentes contextos e populações. As implicações teóricas incluem a necessidade de um entendimento mais profundo sobre a vulnerabilidade do consumidor e seu impacto nas experiências varejistas. Implicações práticas O estudo destaca a importância do design acessível da loja e do treinamento em atendimento ao cliente para melhorar a experiência de compra dos consumidores com deficiência visual. Também destaca os benefícios potenciais de atender às necessidades táteis desses consumidores. Implicações sociais Ao promover a inclusão social e acessibilidade nos ambientes varejistas, o estudo contribui para uma experiência de compra mais equitativa para indivíduos com deficiência visual, fomentando a inclusão social e a igualdade. Originalidade/valor Este estudo contribui para a limitada literatura sobre as experiências varejistas de consumidores com deficiência visual, oferecendo insights sobre os fatores que influenciam sua vulnerabilidade percebida e satisfação. Ressalta a importância de considerar as necessidades únicas desse segmento de consumidores no design varejista e na prestação de serviços. físicossensoriais físicos sensoriais Métodoabordagem Método descritiva Paraíba 31 respondentes amostra.Resultados amostraResultados Resultados Especificamente positiva vez Limitaçõesimplicações Limitações limitações geográfica populações igualdade Originalidadevalor Originalidade valor serviços 3

Abstract: Customer Satisfaction, Innovation, and Product Quality are a cornerstone for micro, small, and medium-sized enterprises (MSMEs) seeking growth, competitiveness, and long-term sustainability. This research explores the complexities of how Customer Satisfaction, Innovation, and Product Quality impact the performance of Micro, Small, and Medium Enterprises (MSMEs) within the vibrant Iberoamerican business environment. Utilizing a quantitative methodology, the study examines the interplay between Customer Satisfaction, Innovation, and Product Quality and their collective effect on the operational success of MSMEs in the Iberoamerican region. An index derived from self-reported data was employed to gauge MSME performance, drawing upon a comprehensive survey of 9,300 Iberoamerican MSMEs. Our findings reveal factors such as company origin, size, and age significantly impact the level of innovation achievable by MSMEs; also, innovation has generated resilience in some local sectors for one of the analyzed countries, Colombia. Notably, younger, medium-sized companies exhibit a propensity for higher innovation than older firms and micro-enterprises. The study's implications for theory and practice extend to policymakers, business owners, and stakeholders invested in fostering MSME growth and development.

ORIENTATION: This study examines the impact of drivers of employee engagement on job performance and investigates the relationship between employee engagement and job performance. RESEARCH PURPOSE: The purpose of this study is to assess how various factors, such as job characteristics, organisational support, support from superiors, rewards, recognition, and organisational justice, influence employee engagement and subsequently affect job performance. MOTIVATION FOR THE STUDY: The researcher is motivated by the need to understand the drivers of employee engagement and their implications for job performance in organisations, particularly in the context of the Sultanate of Oman. RESEARCH APPROACH/DESIGN AND METHOD: The study was conducted based on a closed-ended questionnaire across various industries in the Sultanate of Oman, focusing on three levels of management: junior, middle, and senior. Non-probability convenience sampling was utilised. The study employed models of drivers leading to employee engagement and assessed their impact on job performance. MAIN FINDINGS: The study reveals that drivers of employee engagement significantly affect job performance across all levels of management. Job characteristics and rewards and recognition emerged as strong predictors of job performance PRACTICAL/MANAGERIAL IMPLICATIONS: Organisations are encouraged to prioritise the development and nurturing of employee engagement, fostering a two-way relationship between employers and employees. Engaged employees contribute to higher retention rates, increased productivity, profitability, growth, and customer satisfaction. CONTRIBUTION/VALUE-ADD: This study provides valuable insights into the relationship between employee engagement and job performance in the Sultanate of Oman, offering guidance for the development of effective employee engagement strategies aimed at improving organisational outcomes.