Influence of Resilience on Burnout Syndrome of Faculty Professors

This research aims to describe the relationship between resilience and burnout facing COVID-19 pandemics. The sample was n = 831 lecturers and professors of a Mexican public university. This study is a quantitative, non-experimental, cross-sectional, explanatory, and ex post facto research using Structural Equations Modeling with latent variables under the partial least square’s method technique. We used the CD-RISC-25 and SBI questionnaires to measure resilience and burnout, respectively. Structural Equations Modeling (SEM–PLS) allowed the visualization of the exogenous variable (resilience) in endogenous variables (dimensions of SBI burnout: E9 guilt, E7 emotional exhaustion, E8 indolence, and E6 work illusion). To this day, there are very few previous studies that jointly analyze in Mexico the characteristics of resilience and burnout in the face of the COVID-19 pandemic. Findings show that resources availability has the strongest correlation with accomplishment in teaching, followed by cynicism and emotional exhaustion. These results have important professional implications.

Analysis of Mie Gacoan Customer Loyalty through Customer Experience and Perceived Quality

Penelitian ini dilaksanakan untuk mengetahui loyalitas konsumen atau costumer loyalty pegunjung gerai Mie Gacoan melalui customer experience dan perceived quality di masa pandemi covid-19. Responden dalam penelitian ini adalah para pengunjung gerai Mie Gacoan dari pelajar maupun pekerja di kota semarang dengan sampel 100 responden dari keseluruhan populasi. Penelitian ini menggunakan alat analisis faktor konfirmatori dan maximum likehood estimation pada SEM (Structural Equations Modeling) dari paket statistik AMOS 24.0 (Analysis of Moment Structure). Teknik pengumpulan data menggunakan kuesioner dengan insidential sampling. Hasil estimasi parameter sesuai dengan hipotesis bahwa customer experience secara signifikan mempengaruhi costumer loyalty dengan nilai critical ratio (c.r) 4,666 dan P-Value ***, perceived quality berpengaruh positif terhadap costumer loyalty dengan nilai critical ratio (c.r) 5,926 dan P-Value ***. Dari penelitian ini dapat disimpulkan bahwa ditengah pandemi covid-19 saat ini para konsumen masih sangat antusias dan setia untuk datang membeli Mie Gacoan maupun pesan secara online walaupun banyak pesaing dalam bisnis kuliner sejenis.

Welcome back

The present study aimed to analyze the relationship between the website information quality, privacy, security and trust, as well as its influence on Brazilians consumers intention to buy back online. To reach this objective, a theoretical model was elaborated, followed by a survey with a sample composed of more than four hundred consumers who have already made purchases online, and the data were statistically tested through the Structural Equations Modeling. From the analysis of the results, it was evidenced that the website information quality and the perceived privacy positively affect the perceived security, and that the security, in turn, positively impacts trust shown to the website. In addition, it has been proven that the consumers repurchase intention in online shopping environment is strongly affected trust shown to the website.

Efecto del coste percibido, la calidad de servicio y la satisfacción sobre las intenciones futuras del espectador

Recently the study of perceived value has been introduced as a variable that has a strong influence in the development of satisfaction and the repurchase intention. This work provides an analysis of the perceived quality, value, satisfaction and future intentions of spectators in a mega sports event. Trough structural equations modeling results indicate a strong effect of cost value on satisfaction. It is further noted that cost value is the variable that has more weight in predicting the future intentions of spectators.

A cocriação e a coprodução geram valor e satisfação ao cliente? Análise da percepção de clientes de instituições financeiras

Objetivo do estudo: O objetivo deste estudo foi analisar os efeitos da coprodução e da cocriação na cocriação de valor e na satisfação do consumidor de serviços financeiros.Metodologia/Abordagem: Utilizou-se de modelagem de equações estruturais (structural equations modeling – SEM) para a avaliação empírica do modelo teórico que investiga o valor resultante da interação na produção ou criação conjunta e se o engajamento na cocriação e na coprodução possui efeitos positivos na construção do valor e da satisfação.Principais resultados: O modelo apresentou estatísticas próximas dos valores aceitáveis, porém não suficientes para afirmar que há efeito da coprodução e da cocriação sobre o valor cocriado e a satisfação do cliente. É possível afirmar que há correlação entre as variáveis de coprodução e de Cocriação, mas o baixo poder de explicação aponta para necessidade de ajuste no modelo ou revisão dos constructos.Contribuições teóricas/metodológicas: Ressalta-se a relação entre coprodução e cocriação, pois o modelo amplia o conhecimento sobre os constructos da coprodução e da cocriação aplicadas ao contexto financeiro, com categorias e proposta de modelagem, ao refinar as ideias de coprodução, cocriação, cocriação de valor e valor percebido (LDS).Relevância/originalidade: O estudo constrói parâmetros de medição do valor cocriado na cocriação e coprodução de serviços e indica que os clientes de serviços financeiros coproduzem ou cocriam na extensão do fornecedor, e não do cliente.

Communication, Trust, and Loyalty in the Hotel Sector: The Mediator Role of Consumer's Complaints

The purpose of this study was to analyze how the relationship between communication with customers, loyalty, and trust are mediated by a correct handling of customers' complaints. A survey of 629 customers of the hotel sector, and using structural equations modeling, was used. The results demonstrated that good customer communication and information when handling claims positively and significantly influences customer loyalty and trust. Loyal and trusting customers is one of the aims of companies. These are generally determined by the communication carried out by the firm. Nevertheless, it is understandable that there is a mediator variable: the firm's handling of customers' complaints.