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      • LEVERAGING ON THE CUSTOMER JOURNEY FOR RETHINKING CUSTOMER EXPERIENCE: A MULTI-METHOD FIELD WORK IN GROCERY RETAILERS

        Monica Grosso,Giulia Miniero,Sandro Castaldo 글로벌지식마케팅경영학회 2023 Global Marketing Conference Vol.2023 No.07

        Driving to the store, finding parking, defective carts, difficulties in finding items, poor product info, long lines for checkout, unclear receipts, carrying heavy shopping bags home, and forgotten items are some of the most common barriers experienced by grocery shoppers. These are also the most common reasons why shoppers decide to switch to alternative retailers or to online grocery channels. COVID-19 accelerated this trend with online grocery shopping and home delivery services became prevalent and grew significantly during the pandemic (Gupta & Mukhejee, 2022). Today, e-grocery has reached 11% of the total grocery sales and being expected to reach 19% by 2025 in US (source: Statista, 2022). Brick and mortar grocery retailers declare to suffer from low loyalty of their customer and margin pressure. On the other side, the recent investments of online pure players such as Amazon and Alibaba in physical retail, including grocery, show that the physical shopping has still potential to lead retailers’ growth, also within grocery. Grocery retailers should therefore find new ways to attract and retain customers to their stores. Offering a better customer experience (CE) may be a valuable strategy to this end. A great CE has emerged at the base of a sustainable competitive advantage for companies, and it is at the heart of customer loyalty (Grewal et al., 2017) in several sectors but has often been neglected within grocery selling.

      • ONE PIECE OF INFORMATION LEADS TO ANOTHER: CONSUMERS’ PRIVACY CONCERN, TRUST AND THE TRAP OF WILLINGNESS TO SHARE INFORMATION

        Monica Grosso,Sandro Castaldo,Hua Li 글로벌지식마케팅경영학회 2018 Global Marketing Conference Vol.2018 No.07

        We investigate the construct of privacy concern and its dimensions, together with its expected counterbalance, trust in the information collector, on willingness to disclose different information types to a digital seller in a multicountry study. This issue is critical, given the evolution of technologies that now allow for the collection and analysis of a huge amount of data. We conceptualise consumers’ privacy concerns as the extent to which a consumer is concerned about (Milberg, et al., 2000; Rose, 2006): (1) the general collection of personal information (data collection), (2) unauthorised secondary use (data secondary usage), (3) improper access (data access) and (4) errors (data accuracy). The first contribution of our research is that we will verify the validity of the four dimensions of information privacy concern in a multiple-country study. We then develop a model by testing the impacts of privacy concern and trust on the willingness to disclose sensitive and non-sensitive information. First, our results validate the privacy concern scale based on the four dimensions (data collection, data secondary usage, data access and data accuracy) in eight countries and show that information disclosure can contain an inner trap based on customer training to disclose information that may transform information disclosure in an habit that increases willingness to share that may overcome the effects of privacy concern and trust on customers’ intended behaviours, opening possibilities of potential harmful behaviours on the part of companies to get data from their prospects that should be carefully monitored and managed.

      • KCI등재
      • KCI등재

        Apuntes de una Identidad (In)Olvidable

        Maria Laura Grosso 부산외국어대학교 이베로아메리카연구소 2009 이베로아메리카 Vol.11 No.2

        Coinciding with the birth centenary of Uruguayan writer and Cervantes Prize 1980, which was in July, this Journal celebrates Juan Carlos Onetti addressing his posthurnous work. When it does not matter is the last novel which Onetti farewell to key literary life, But does it from his peculiar style, where the conventions, in general, are contested from different strategies that undermine the established literary world and recreate that Onettian, Arnong these conventions is the geme that, as an instance qualifying pigeonholed how to write and how to read literature, The general convention meets certain fees, whose appearance and recognition is cut from a cultural tradition, This tradition defines the horizon of expectations of him who produces and who receipts a particular work. But that definition limits imposed creation and takes away freedom. This work, then, ventures into generics forms that are used to disassemble a conventional artifice and pose from aesthetics Onetti, a long farewel1 of the literary universe.

      • KCI등재

        El Gaucho en el Martín Fierro:de Personaje de la Historia a la Literatura

        María Laura Grosso 부산외국어대학교 중남미지역원 2023 이베로아메리카 Vol.25 No.1

        This paper analyzes the conditions that allowed the transformation of the gaucho as an Argentine inhabitant into a literary character. The Nation State project established processes of demographic transformation that implied political changes that affected the identity of the gaucho and the national being. In this way, the gaucho enters Argentine literature, consolidates himself as a literary character in José Hernández's masterpiece, El gaucho Martín Fierro, hegemonizes the gaucho genre, but, simultaneously, leaves Argentine history: he is assimilated to the city, modifying their status as inhabitant. En este trabajo se analizan las condiciones que permitieron la transformación del gaucho como un habitante argentino en un personaje literario. El proyecto de Estado Nación estableció procesos de transformación demográfica que implicaron cambios políticos que afectaron a la identidad del gaucho y del ser nacional. De este modo, el gaucho entra en la literatura argentina, se consolida como personaje literario en la obra cumbre de José Hernández, El gaucho Martín Fierro, hegemoniza el género de la gauchesca, pero, simultáneamente, sale de la historia argentina: se lo asimila a la ciudad, modificando su condición de habitante.

      • KCI등재

        Air Passenger Transport in the APEC: Regulatory Impacts and Prospects for Asia Pacific Integration

        ( Massimo Geloso Grosso ) 세종대학교 경제통합연구소(구 세종대학교 국제경제연구소) 2012 Journal of Economic Integration Vol.27 No.2

        This study aims at assessing the prospects for a more liberal air passenger transport regime in the Asia Pacific region under the auspices of the Asia Pacific Economic Cooperation (APEC). The decades-old bilateral air services regime has been under pressure to reform for several years. Notwithstanding the critical role that international air transport plays in the ongoing integration of Asia Pacific economies, the airline industry remains one of the region`s most heavily regulated. Estimates from the gravity equation employing the Air Liberalization Index (ALI) developed by the World Trade Organization (WTO) Secretariat find a positive and statistically significant relationship between relaxing bilateral air services restrictions and air passenger traffic. The results hold for a wide range of specifications controlling for fixed effects, different sample sizes, and for all variants of the ALI. The preferred specification, the Anderson and Van Wincoop (2003) equation, provides the most conservative estimates. Prior to taking account of general equilibrium effects, the results imply that if APEC economies eased air transport restrictions to double the ALI scores with their aviation partners, both within and outside the APEC region, traffic would increase by 4.5%.

      • KCI등재
      • “FITTING IN” YET “STANDING OUT”: A MOTIVATIONAL PERSPECTIVE ON THE RELATION BETWEEN MATERIALISM AND ADOLESCENTS’ ATTITUDES TOWARD ADVERTISING

        Hua Ariel Li,Monica Grosso,Tingting Mo,Agnes Nairn 글로벌지식마케팅경영학회 2023 Global Marketing Conference Vol.2023 No.07

        Compared to the prevalence of advertising targeted at teens, our understanding of their vulnerability to advertising has been limited due to the cognitive/developmental view adopted by most previous research. However, cognitive development is not the most significant aspect that differentiates adolescents from adults. Adolescence is when teenagers start to take on more responsibility in defining themselves and become more skilled at using consumption to construct and signal their identity. On one hand, teens have a growing desire to express their unique identity as autonomous and distinctive individuals, separate from their family and differentiated from others. On the other hand, they are nearly obsessed with what others think about them, striving to belong to a group and feeling devastated by signs of disapproval from peers. This conflict between the need for assimilation and the need for differentiation is especially pronounced during adolescence when teenagers increasingly seek the approval of their peers while expressing their uniqueness. As a result, their sense of self is in a constant state of flux. This shaky self-identity has been shown in previous research to coincide with low self-esteem, which is associated with a high level of materialism.

      • I DON’T LOVE THIS BRAND, ACTUALLY I HATE IT

        Giulia Miniero,Monica Grosso 글로벌지식마케팅경영학회 2018 Global Marketing Conference Vol.2018 No.07

        Relationship between consumers and brands has become an important issue both for managers and marketing scholars (Fournier 1998, Fournier et al 2012,Alba and Lutz 2013, Loureiro 2015). This becomes even more important when brands misbehave. This paper studies the situation in which consumers are disappointed with the brand and feel hate toward it. Building on the Triangular Theory of Hate (Stenberg 2003), a qualitative and quantitative content analysis of 349 posts written on a facebook public group, is performed. The goal of the analysis is twofold: i) understanding which are the more recurrent types of hate for consumers and its causes; ii) testing, in light of the expressing writing theory, whether writing and sharing their brand hate online is a way for consumers to vent away their feelings and hence to restore their wellbeing. Results show that consumers mainly experience burning hate that is composed by anger, disgust and devaluation and wish the brand death. Also, given the specific relationship consumers have with the brand, the catharsis effect does not take place for them.

      • KCI등재

        Retrato de un mundo extraño

        Víctor Camprubí Telo,María Laura Grosso 한국외국어대학교 중남미연구소 2009 중남미연구 Vol.27 No.2

        Las denominaciones de los géneros y las clasificaciones en grupo de ciertas obras o discursos con ciertas características particulares atienden a recortes que pueden responder a ciertos cánones. La convención genérica implica la existencia de clases de textos cuya aparición y reconocimiento se recorta de una tradición cultural. Esta tradición define el horizonte de expectativas de aquel que produce y aquel que recepta una determinada obra. Ese horizonte, sin embargo, no necesariamente alcanza para representar. Entonces, a partir de esa tradición las búsquedas literarias tienden a tensionar las convenciones para encontrar los modos que mejor expresen la “realidad”. Este trabajo, entonces, incursiona en las tensiones de la tradición genérica que la obra de Armonía Sobres realiza para poder expresar una denuncia, representar una realidad y construir un universo literario tan particular como problemático. Las denominaciones de los géneros y las clasificaciones en grupo de ciertas obras o discursos con ciertas características particulares atienden a recortes que pueden responder a ciertos cánones. La convención genérica implica la existencia de clases de textos cuya aparición y reconocimiento se recorta de una tradición cultural. Esta tradición define el horizonte de expectativas de aquel que produce y aquel que recepta una determinada obra. Ese horizonte, sin embargo, no necesariamente alcanza para representar. Entonces, a partir de esa tradición las búsquedas literarias tienden a tensionar las convenciones para encontrar los modos que mejor expresen la “realidad”. Este trabajo, entonces, incursiona en las tensiones de la tradición genérica que la obra de Armonía Sobres realiza para poder expresar una denuncia, representar una realidad y construir un universo literario tan particular como problemático.

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