Cuadernos de Administración

Systematic literature review on customer analytics capabilities

María Alejandra Maya-Restrepo — 2024-08-12

Although the concept of Customer Analytics Capabilities (CAC) has garnered interest among academics and business professionals, there remains a lack of consensus regarding its conceptualization and observable manifestations. This study conducts a systematic literature review on CAC to contribute to this topic, following the stages of locating (resulting in 42 studies), describing (synthesizing definitions and uses of analytics in customer-related domains, among others), deepening (identifying and interpreting common patterns in the studies), and disseminating (preparing the report). Various ways of understanding analytics in organizational customer contexts are discovered and analyzed using a reference conceptual model, synthesizing conceptions (action/method, complex process, or strategic resource) and roles (development of operational capabilities, dynamic capabilities, or strategy adjustment). Additionally, empirical manifestations corresponding to the different conceptions are identified (e.g., determining the effectiveness of specific campaigns based on data). Nine business profiles summarizing underlying maturity levels in CAC are generated from the combination of conceptions and roles. This study clarifies CAC and its observable manifestations based on evidence from the consolidation, standardization, and synthesis of relevant scientific literature on the subject. Therefore, it is useful for leaders of analytics areas in customer contexts and researchers who wish to have a comprehensive theoretical basis for developing future measurement scales.

The hidden footprint of Engagement: discovering its effects on Workplace Stress and Hiding Feelings

Christos Papanestoras — 2024-07-30

n this paper we examine the relationships between employee engagement, stress and concealment of feelings in the workplace. This exploration sheds light on the intricate dynamics at play, providing a comprehensive understanding of these elements and their interactions. By exploring these relationships, we contribute to a more accurate understanding of the impact of engagement on employee well-being. While most of the evidence focuses on uncovering the positive effects of engagement at work, some evidence and research also suggests that engagement may have a dark side on well-being at work. To explore these relationships, our research employs Structural Equation Modelling (SEM) on data from the 2015 European Working Conditions Survey (EWCS) conducted by Eurofound, using a consistent sample of 1,007 employees in Greece. Although a significant negative effect is observed between engagement and stress, as suggested by mainstream and previous research, the model finds positive associations between engagement and hiding feelings, and between hiding feelings and stress. Additionally, the results highlight variations based on control variables such as sector and gender, indicating that the impact of engagement on stress and concealment of emotions can differ across different work environments and between genders. These findings allow for a better understanding of the potential effects of engagement, helping to re-evaluate human resource management interventions and opening up alternative avenues in well-being research.

Efficiency of public expenditure in higher education at Universidad Surcolombiana, 2016-2020

José Manuel Piedrahita Guerrero — 2024-08-30

This research article presents an analysis of the efficiency of public expenditure in higher education at Universidad Surcolombiana during the period 2016-2020. The study was conducted through an analysis of management indicators applied by the higher education institution, using an efficiency measurement scale based on the appropriated and executed resources from the general budget. These resources are allocated between operating expenses and investment expenses, with the latter directed towards covering projects, programs, and policies within each of the subsystems (Training, Research, Social Projection, University Welfare, and Administration) included in the Plan de Desarrollo Institutional 2015-2024. Furthermore, the operations werecompared with management indicator formulas developed, for both national allocation sources and the university’s own revenue sources, as mechanisms to achieve fiscal balance in investments while fulfilling the institutional mission. Subsequently, a quantitative approach wasadopted, using a deductive analytical and descriptive method appropriate for this type of study. Document review techniques and central tendency measurement techniques, with the aid of Excel, were employed for the respective operational analyses. Finally, the study concluded that the analysis developed on the efficiency indicator of public expenditure in higher education at Universidad Surcolombiana during the period 2016-2020 achieved positive efficiency due to the good balance of its public finances, the growth of installed capacity, the acquisition of laboratories, the increase in intellectual production by faculty and students, and the strengthening of university welfare.

Current paradigm of corporate governance and determinants of share issuance by Mexican companies

Martín P. Pantoja Aguilar — 2024-08-30

This research analyzed the issuance of shares by all Mexican companies that were listed on the Mexican Stock Exchange (MSE) during the 2012–2022 period to determine if they continue to maintain the paradigm of corporate control through ownership of the highest percentage of shares among family members and their close circles. Additionally, the extent to which the variables of company age, sales level, and business sector are determinants of using the issuance of shares as a source of financing was evaluated. The methodology applied included a comprehensive analysis of the percentage of issuance of new shares, a Pearson’s correlational analysis, a simple linear regression, a linear binomial analysis, and the ANOVA model. The results showed that although a few MSE companies have begun to issue shares, the level of issuance is still lower and does not constitute evidence of a paradigm change. Concerning the variables of age, sales, and business sector, it was found that there is insufficient evidence that these variables are determinants of MSE companies that issue shares as a financing method.

Analysis of the Gastronomic Tourism Potential in the La Candelaria locality, Bogotá

Sandra Patricia Cote Daza — 2024-08-30

Gastronomic tourism has established itself as a fundamental pillar for positioning tourist destinations by integrating ancestral knowledge, traditions, and the potential of products passed down through generations. According to the World Tourism Organization (WTO), gastronomic experiences are the primary travel motive for 30% of tourists. In Bogotá, various organizations are working to develop this type of tourism, although it is necessary to integrate existing studies to formulate a competitive proposal. This research aimed to diagnose the gastronomic situation in the La Candelaria locality. A qualitative methodology was used, beginning with an analysis of the territorial and touristic context, the supply, demand, potential, and trends of gastronomic tourism, following the proposal of the WTO and the Basque Culinary Center. Five in-depth interviews with experts were conducted to analyze and diagnose gastronomic tourism in La Candelaria. The results indicate that La Candelaria has a competitive advantage due to its accessibility to differentiated products. 101 establishments were identified on social networks, 40 preparations in the inventory of typical preparations, 6 gastronomic tours, 18 events/contests, and the La Concordia Market Square as elements that enhance gastronomic tourism. The study concludes that there is a value chain in gastronomic tourism in La Candelaria. However, it is necessary to update the sector’s figures and develop joint actions between the government and gastronomic establishments to maximize their potential.

Green business strategy and ecoinnovation in manufacturing companies; effects on environmental performance

Ma. Mónica Gloria Clara Castillo Esparza — 2024-07-19

In response to an increasing responsibility to safeguard the environment, the business world has developed strategies and innovations that mitigate the harmful effects of its activities. The Green Business Strategy (GBS) emerges as an imperative need to address such effects, with eco-innovation collaborating to achieve environmental goals. The present empirical and cross-sectional research asserts that GBS maintains significant relationships on types of ecoinnovation, encompassing products, processes, and organizational practices, contributing to enhanced environmental performance for Mexican manufacturing companies. A survey was administered to 300 managers within the manufacturing sector with a Likert scale. The collected data was analyzed using structural equations and the SMART PLS-SEM program. The results reveal a significant impact of the GBS on eco-innovations in products, processes, and the organization, as well as on environmental performance. While process eco-innovation significantly influences environmental performance, product and organizational eco-innovation do not demonstrate a similar impact. Additionally, eco-innovation in processes mediates the relationship between GBS and environmental performance. This study highlights the pivotal role of GBS as a facilitator of eco-innovation practices in the manufacturing sector. In addition, its implementation contributes to protecting and caring for the environment. Therefore, decision-makers within companies and governmental bodies are encouraged to support and promote the adoption of GBS and eco-innovation.

Evolution of INDITEX group’s internationalization strategy in Latin America

Giovanny Fernando Benavides — 2024-08-30

In 2022, the INDITEX Group experienced a 12% increase in sales compared to the previous year, driven by its sustainability strategy, new product development, and integrated platforms. This growth was seen in both physical stores and online. Additionally, international expansion over the last decade, particularly in Latin America and Asia, contributed to these positive results. This manuscript analyzes the internationalization strategies applied in INDITEX’s sustained expansion, focusing on the group’s global positioning in various areas such as competition, business development, logistics, and offshoring strategies. It aims to investigate the maneuvers undertaken over the years, with a particular focus on Latin America—a region characterized by its unique country-specific instabilities and market demand variations. To achieve this, an exploratory-descriptive methodology will be employed, consisting of four steps: first, an exploratory descriptive phase will expand the bibliographic material with an emphasis on official company reports and specialized fashion and marketing magazines; second, an analytical description through a comprehensive and selective report will identify the investigated criteria; third, an exploratory-analytical phase will group and analyze the elements related to the studied topic; and fourth, a comparative analysis will seek direct or indirect correlations between internationalization strategies and brand growth.

Huellas editoriales

John Willmer Escobar — 2024-08-30

Significant changes have occurred in the Cuadernos de Administración journal over the past three years, including the ongoing publication of articles, the elimination of publication calls for each volume, the introduction of a new session in the journal for "forthcoming papers," improvements in the quality of English of the texts, and the organization of processes and standards to meet indexing requirements in databases such as Scopus, among others. These positive changes have positioned the journal Cuadernos de Administración at the Universidad del Valle as a nationally and internationally recognized platform for disseminating research in the field of Administrative Sciences in Latin America.

All these changes have been greatly aided by the editorial team of Cuadernos de Administración. Therefore, it is necessary to express gratitude and highlight the support Alma Victoria Parra Franz and the editorial team members under her guidance have given over these three years, without whom none of the achievements would have been possible.

A new path is beginning for the journal, with new indexing goals and accomplishments to be achieved in the coming years. I am confident that the journal will continue to thrive under the leadership of the new Editor-in-Chief. I am grateful for the trust the Dean's Office of the Faculty of Administrative Sciences placed in me for my appointment as Editor-in-Chief during this period, and I wish the greatest success to my successor. For now, I will support the journal's development from the direction of the Editorial Program.

Issue Overview

John Willmer Escobar — 2024-08-30

This issue 79 of Cuadernos de Administración, spanning May-August 2024, is a testament to the global reach of our research. The seven published works, meeting the highest scientific and quality standards, have been contributed by authors from various countries and regions, including Colombia. These articles, spanning diverse administration topics such as marketing, public management, human talent management, finance, tourism management, sustainability, and internationalization, demonstrate the current quality of the journal's publications and their relevance on a global scale.

The first article, " Systematic literature review on customer analytics capabilities" presents a systematic literature review on the topic, considering the stages of locating (identifying customers), describing (synthesizing definitions and uses of analytics in customer-related domains), deepening (identifying and interpreting common patterns in the studies), and disseminating (report preparation). It analyzes the diversity of ways to conceive analytics in organizational customer contexts based on a conceptual reference model synthesizing conceptions (action/method, complex process, or strategic resource) and roles (development of operational capabilities, dynamic capabilities, or strategic adjustment).

The article " The hidden footprint of Engagement: discovering its effects on Workplace Stress and Hiding Feelings" sheds light on the practical implications of employee engagement, stress, and emotion concealment at the workplace. The results, which highlight variations based on control variables such as sector and gender, provide valuable insights for human resource management interventions and open up new avenues for research on well-being, thereby enhancing our understanding of these crucial aspects of the workplace.

The article "Efficiency of public expenditure in higher education at Universidad Surcolombiana, 2016-2020" explores the analysis of public spending efficiency in a Colombian higher education institution. The study analyzed management indicators using a measurement scale for efficiency based on the resources appropriated and executed from the institution's general budget. The results indicate that the analysis of the public spending efficiency indicator in higher education achieved positive efficiency due to a good balance of public finances, installed capacity growth, laboratory acquisition, increased intellectual production among teachers and students, and strengthening of student welfare.

An analysis of share issuance conducted by Mexican companies listed on the Mexican Stock Exchange (BMV) during 2012-2022 is explored in the article " Current paradigm of corporate governance and determinants of share issuance by Mexican companies" The study aims to determine whether Mexican companies maintain the corporate control paradigm by holding the most significant percentage of shares among family members and their close circle. Additionally, company age, sales level, and economic sector were evaluated. The results show no evidence to determine that the paradigm has changed.

The article "Analysis of the Gastronomic Tourism Potential in the La Candelaria locality, Bogotá" diagnoses the gastronomic situation in a locality of Colombia's capital. It uses a qualitative methodology, starting with an analysis of the territorial and tourism context and the supply, demand, potential, and trends in gastronomic tourism following the UNWTO and the Basque Culinary Center proposal. The results confirm a value chain in gastronomic tourism in the region, which must be enhanced through joint actions between the government and gastronomic establishments.

The article "Green business strategy and ecoinnovation in manufacturing companies; effects on environmental performance" mentions that the sustainable business strategy (ENS) maintains significant relationships regarding types of eco-innovation, encompassing activities in products, processes, and organization that contribute to achieving environmental performance within the Mexican manufacturing industry. This study emphasizes the essential role of the ENS as a facilitator of eco-innovation activities in the manufacturing industry.

Finally, the last reflection article considers relevant topics related to the internationalization of a business group in Latin America, "Evolution of INDITEX group’s internationalization strategy in Latin America" This work analyzes the internationalization strategies applied in a sustained expansion process, focusing on the global positioning of the group at various levels (competition, commercial development, logistical development, delocalization strategies, etc.), seeking to investigate the possible maneuvers undertaken over the years, with a particular focus on Latin America. This region presents its own instabilities and unique characteristics in each country, as well as differences in market demand.

The publication of issue 79 of the Journal Cuadernos de Administración of the Universidad del Valle's Management Sciences Faculty is a testament to the collective academic effort that has gone into this issue. We, as a prestigious journal in the scientific dissemination of knowledge in various areas, would like to express our gratitude to each of the authors of these seven articles and the peer reviewers who have supported the editorial process. It is through such collaborative efforts that we continue to advance our understanding in the field of administration and management studies.