Browsing by Author "Garcia-Perez, Alexeis"

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    Digital customer experience: identifying the drivers and outcomes of successful mega events
    (2019-06-08) Hickman, Ellie; Kharouf, Husni; Biscaia, Rui; Garcia-Perez, Alexeis
    The developments in information technology have enabled mega events to be experienced beyond their geographical location, but there is still a limited understanding of customers’ online experiences. The purpose of this study was to examine online event experiences and its subsequent effects on customers’ future behavioural intentions. Using a sample of 1,726 participants from four countries (United States, United Kingdom, Brazil and South Africa), a structural equation model was conducted with SmartPLS. Results indicate that online content engagement and effective communication influence a customer’s online experience and behavioural intentions in all countries.
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    Understanding Online Event Experience: The Importance of Communication, Engagement and Interaction
    (Elsevier, 2020-02-01) Hickman, Ellie; Kharouf, Husni; Biscaia, Rui; Garcia-Perez, Alexeis
    Despite the advances in theory about how organisations should manage consumer experience, there is a lack of understanding about how variables such as consumer-to-consumer interaction, content engagement and effective communication affect consumer online experiences, with this being particularly evident in the event industry. This study examines online event experiences and their effects on consumers’ behavioural intentions towards mega events. Using a sample of 1,726 participants from four countries (United States, United Kingdom, Brazil and South Africa), a structural equation model was conducted. Results indicate that online content engagement and effective communication influence consumers’ online experience and positively affects their behavioural intentions towards the event. Online consumer-to-consumer interaction also showed a positive effect on consumers’ future behavioural intentions. The findings highlight the need for event organisers to reconsider the rising importance of consumers who are likely to follow the event online and to understand the factors that shape their online experience.
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    ItemOpen Access
    What drives inter-organisational knowledge management? The cause and effect analysis using a multi-layer multi-criteria decision-making framework
    (Emerald, 2021-11-24) Amoozad Mahdiraji, Hannan; Beheshti, Moein; Jafari-Sadeghi, Vahid; Garcia-Perez, Alexeis
    Purpose Knowledge management seeks collaborative practices among organisations to generate technical, adapt and share knowledge to obtain a sustainable competitive advantage in cross-border business activities. This paper aims to disentangle the crucial determinants of knowledge management in inter-organisational arrangements settings. Design/methodology/approach In the first stage, after an in-depth literature review, the main knowledge management drivers are identified. In the second stage, based on the identified drivers, the importance and relationship between the drivers are evaluated by expert opinions from academic and executive activists. Eventually, in the last stage, a multi-layer decision-making approach has been proposed and used to determine the relationship and the importance of the drivers. Findings The findings of this paper assess the ranking of the different elements from experts’ opinions and discuss important theoretical and managerial implications. The influential factors were identified through an extensive literature review, which combined with the views of experts from academia and industry (international firms). Furthermore, the ranking of factors based on the experts’ overall opinion was used to discuss theoretical and managerial contributions. Originality/value This research provides a better understanding of the interrelationships between the key drivers of knowledge management, which helps management draw more effective strategies to address the cultural differences between firms. Moreover, understanding of the importance of the systems and structures that define the nature of the collaboration in inter-organisational settings, as well as the risks related to those are presented in this research.