Análise entre países do boca a boca do consumidor online: o papel da lealdade de ação no Brasil e na Suécia

Raul Beal Partyka; Jailson Lana

doi:10.18593/race.27298

Autores

Raul Beal Partyka Fundação Getulio Vargas (FGV EAESP) https://orcid.org/0000-0001-7941-2152
Jailson Lana Universidade do Vale do Itajaí - Univali

DOI:

https://doi.org/10.18593/race.27298

Palavras-chave:

boca a boca, lealdade, cliente, comércio eletrônico

Resumo

This study intends to further expand the research on the connection between word-of-mouth (WOM) and customer loyalty, observing the effect of action loyalty on WOM of e-consumer in Este estudo pretende ampliar as pesquisas sobre a conexão entre boca a boca (WOM) e fidelização de clientes, observando o efeito da lealdade de ação sobre o WOM do consumidor online, em uma análise entre brasileiros e suecos. Usamos um método quantitativo por meio de survey, com consumidores residentes na Suécia e no Brasil. O teste de hipóteses foi realizado por meio de análise de regressão. Embora os países pesquisados tenham diferentes estágios de industrialização e de desenvolvimento econômico, cada um com características únicas em relação às suas culturas nacionais, não há evidências de diferenças no WOM no efeito moderador da lealdade de ação. A principal contribuição deste estudo é o desenvolvimento e análise do efeito da lealdade de ação sobre o WOM e a respectiva diferença entre Brasil e Suécia. Os resultados são úteis para que os profissionais de varejo concentrem seus recursos no WOM entre os clientes que têm uma conexão pessoal entre si, a fim de fidelizar os clientes. Assim, este trabalho representa uma nova contribuição empírica para o campo do WOM, principalmente devido à abordagem da fidelização do cliente de consumidores online, especificamente quanto ao nível da lealdade (comportamento) apresentada.a cross-country analysis, between Brazilians and Swedes. We use a quantitative method by collecting answers from a survey, with consumers living in Sweden and in Brazil. The hypotheses test was realized by regression analysis. Although the countries surveyed have different stages of industrialization and economic development, each with unique characteristics in relation to their national cultures, there is no evidence of differences on WOM in the moderating effect of action loyalty. The main contribution of this study is the development and analysis of the effect of loyalty on WOM and the respective difference between Brazil and Sweden. The results are useful for retail professionals to focus their resources on WOM among customers who have a personal connection with each other, in order to gain customer loyalty. Thus, this work represents a new empirical contribution to the WOM field, mainly due to the approach being in online consumers, and to customer loyalty, specifically as the loyalty to the action (behavior) displayed by the customers.

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Biografia do Autor

Raul Beal Partyka, Fundação Getulio Vargas (FGV EAESP)

Doutorando em Administração de Empresas pela Fundação Getulio Vargas (FGV EAESP).

Jailson Lana, Universidade do Vale do Itajaí - Univali

Mestre em Administração e Professor do Ensino Superior e MBA pela Universidade do Vale do Itajaí - Univali

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