Evaluación de la relación de cocreación de valor, el compromiso del cliente y la recomendación boca oído electrónico en los usuarios de portales de comercio electrónico B2C

graficas, tablas

Autores:
Duque Hurtado, Pedro Luis
Tipo de recurso:
Doctoral thesis
Fecha de publicación:
2023
Institución:
Universidad Nacional de Colombia
Repositorio:
Universidad Nacional de Colombia
Idioma:
spa
OAI Identifier:
oai:repositorio.unal.edu.co:unal/84235
Acceso en línea:
https://repositorio.unal.edu.co/handle/unal/84235
https://repositorio.unal.edu.co/
Palabra clave:
650 - Gerencia y servicios auxiliares
Cocreación de valor
Compromiso del cliente
Recomendación boca oído-electrónica
Comercio electrónico
Ecuaciones estructurales
Value co-creation
Customer engagement
Electronic word-of-mouth
E-commerce
Structural equations
Rights
openAccess
License
Atribución-SinDerivadas 4.0 Internacional
id UNACIONAL2_49b3e659a5b005d48a7716aa2314208a
oai_identifier_str oai:repositorio.unal.edu.co:unal/84235
network_acronym_str UNACIONAL2
network_name_str Universidad Nacional de Colombia
repository_id_str
dc.title.spa.fl_str_mv Evaluación de la relación de cocreación de valor, el compromiso del cliente y la recomendación boca oído electrónico en los usuarios de portales de comercio electrónico B2C
dc.title.translated.eng.fl_str_mv Evaluation of the relationship between value co-creation, customer engagement, and e-word of mouth recommendation in B2C e-commerce portal users
title Evaluación de la relación de cocreación de valor, el compromiso del cliente y la recomendación boca oído electrónico en los usuarios de portales de comercio electrónico B2C
spellingShingle Evaluación de la relación de cocreación de valor, el compromiso del cliente y la recomendación boca oído electrónico en los usuarios de portales de comercio electrónico B2C
650 - Gerencia y servicios auxiliares
Cocreación de valor
Compromiso del cliente
Recomendación boca oído-electrónica
Comercio electrónico
Ecuaciones estructurales
Value co-creation
Customer engagement
Electronic word-of-mouth
E-commerce
Structural equations
title_short Evaluación de la relación de cocreación de valor, el compromiso del cliente y la recomendación boca oído electrónico en los usuarios de portales de comercio electrónico B2C
title_full Evaluación de la relación de cocreación de valor, el compromiso del cliente y la recomendación boca oído electrónico en los usuarios de portales de comercio electrónico B2C
title_fullStr Evaluación de la relación de cocreación de valor, el compromiso del cliente y la recomendación boca oído electrónico en los usuarios de portales de comercio electrónico B2C
title_full_unstemmed Evaluación de la relación de cocreación de valor, el compromiso del cliente y la recomendación boca oído electrónico en los usuarios de portales de comercio electrónico B2C
title_sort Evaluación de la relación de cocreación de valor, el compromiso del cliente y la recomendación boca oído electrónico en los usuarios de portales de comercio electrónico B2C
dc.creator.fl_str_mv Duque Hurtado, Pedro Luis
dc.contributor.advisor.none.fl_str_mv Duque Oliva, Edison Jair
dc.contributor.author.none.fl_str_mv Duque Hurtado, Pedro Luis
dc.contributor.researchgroup.spa.fl_str_mv Griego (Grupo Investigación en Gestión y Organizaciones)
dc.contributor.orcid.spa.fl_str_mv Duque Hurtado, Pedro Luis [0000-0003-4950-8262]
dc.contributor.cvlac.spa.fl_str_mv https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001488843
dc.contributor.scopus.spa.fl_str_mv https://www.scopus.com/authid/detail.uri?authorId=57215680551
dc.contributor.googlescholar.spa.fl_str_mv https://scholar.google.es/citations?hl=es&user=tEPrd4IAAAAJ&view_op=list_works&sortby=pubdate
dc.subject.ddc.spa.fl_str_mv 650 - Gerencia y servicios auxiliares
topic 650 - Gerencia y servicios auxiliares
Cocreación de valor
Compromiso del cliente
Recomendación boca oído-electrónica
Comercio electrónico
Ecuaciones estructurales
Value co-creation
Customer engagement
Electronic word-of-mouth
E-commerce
Structural equations
dc.subject.proposal.spa.fl_str_mv Cocreación de valor
Compromiso del cliente
Recomendación boca oído-electrónica
Comercio electrónico
Ecuaciones estructurales
dc.subject.proposal.eng.fl_str_mv Value co-creation
Customer engagement
Electronic word-of-mouth
E-commerce
Structural equations
description graficas, tablas
publishDate 2023
dc.date.accessioned.none.fl_str_mv 2023-07-19T18:21:52Z
dc.date.available.none.fl_str_mv 2023-07-19T18:21:52Z
dc.date.issued.none.fl_str_mv 2023
dc.type.spa.fl_str_mv Trabajo de grado - Doctorado
dc.type.driver.spa.fl_str_mv info:eu-repo/semantics/doctoralThesis
dc.type.version.spa.fl_str_mv info:eu-repo/semantics/acceptedVersion
dc.type.coar.spa.fl_str_mv http://purl.org/coar/resource_type/c_db06
dc.type.content.spa.fl_str_mv Image
Text
format http://purl.org/coar/resource_type/c_db06
status_str acceptedVersion
dc.identifier.uri.none.fl_str_mv https://repositorio.unal.edu.co/handle/unal/84235
dc.identifier.instname.spa.fl_str_mv Universidad Nacional de Colombia
dc.identifier.reponame.spa.fl_str_mv Repositorio Institucional Universidad Nacional de Colombia
dc.identifier.repourl.spa.fl_str_mv https://repositorio.unal.edu.co/
url https://repositorio.unal.edu.co/handle/unal/84235
https://repositorio.unal.edu.co/
identifier_str_mv Universidad Nacional de Colombia
Repositorio Institucional Universidad Nacional de Colombia
dc.language.iso.spa.fl_str_mv spa
language spa
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spelling Atribución-SinDerivadas 4.0 Internacionalhttp://creativecommons.org/licenses/by-nd/4.0/info:eu-repo/semantics/openAccesshttp://purl.org/coar/access_right/c_abf2Duque Oliva, Edison Jair706a76ec71f8ad582d4a341b76fcd8ceDuque Hurtado, Pedro Luis59dfb4c12f67c6a652379c82d1c5219d600Griego (Grupo Investigación en Gestión y Organizaciones)Duque Hurtado, Pedro Luis [0000-0003-4950-8262]https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001488843https://www.scopus.com/authid/detail.uri?authorId=57215680551https://scholar.google.es/citations?hl=es&user=tEPrd4IAAAAJ&view_op=list_works&sortby=pubdate2023-07-19T18:21:52Z2023-07-19T18:21:52Z2023https://repositorio.unal.edu.co/handle/unal/84235Universidad Nacional de ColombiaRepositorio Institucional Universidad Nacional de Colombiahttps://repositorio.unal.edu.co/graficas, tablasEsta tesis doctoral evalúa la relación entre la cocreación de valor, el compromiso del cliente y la recomendación boca a boca electrónica en usuarios de portales de comercio electrónico tipo Business to Customer (B2C). Para lograrlo, fue necesario investigar el origen, definiciones, enfoques, evolución, antecedentes, modelos y métricas de cada una de estas variables mediante la revisión de literatura. Posteriormente, se generó el modelo teórico y las hipótesis, y se diseñó el instrumento de medida. Se recolectaron 2700 encuestas de usuarios de plataformas de comercio electrónico en Colombia y Ecuador, lo que permitió validar el modelo mediante el análisis factorial exploratorio y confirmatorio. Utilizando la técnica de modelado de ecuaciones estructurales, se contrastaron las hipótesis planteadas. Los resultados revelan una relación positiva entre las tres variables, y que la recomendación boca a boca electrónica actúa como mediador entre el compromiso del cliente y la cocreación de valor. Finalmente, se presentan conclusiones acerca de la relevancia teórica de esta relación. (Texto tomado de la fuente)This doctoral thesis assesses the relationship between value co-creation, customer engagement, and electronic word-of-mouth in users of Business to Customer (B2C) e-commerce portals. To achieve this, it was necessary to investigate the origin, definitions, approaches, evolution, antecedents, models, and metrics of each of these variables through a literature review. Subsequently, the theoretical model and hypotheses were generated, and the measurement instrument was designed. A total of 2700 surveys were collected from users of e-commerce platforms in Colombia and Ecuador, which allowed for the validation of the model using exploratory and confirmatory factor analysis. By employing the technique of structural equation modeling, the proposed hypotheses were tested. The results reveal a positive relationship between the three variables and that electronic word-of-mouth acts as a mediator between customer engagement and value co-creation. Finally, conclusions are presented regarding the theoretical relevance of this relationship.DoctoradoDoctor en AdministraciónMarketingAdministración.Sede Manizales339 páginasapplication/pdfspaUniversidad Nacional de ColombiaManizales - Administración - Doctorado en AdministraciónFacultad de AdministraciónManizales, ColombiaUniversidad Nacional de Colombia - Sede Manizales650 - Gerencia y servicios auxiliaresCocreación de valorCompromiso del clienteRecomendación boca oído-electrónicaComercio electrónicoEcuaciones estructuralesValue co-creationCustomer engagementElectronic word-of-mouthE-commerceStructural equationsEvaluación de la relación de cocreación de valor, el compromiso del cliente y la recomendación boca oído electrónico en los usuarios de portales de comercio electrónico B2CEvaluation of the relationship between value co-creation, customer engagement, and e-word of mouth recommendation in B2C e-commerce portal usersTrabajo de grado - Doctoradoinfo:eu-repo/semantics/doctoralThesisinfo:eu-repo/semantics/acceptedVersionhttp://purl.org/coar/resource_type/c_db06ImageTextAbbasi, A. 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Advances in Digital Marketing and eCommerce, 62-69. https://doi.org/10.1007/978-3-030-47595-6BibliotecariosEstudiantesInvestigadoresMaestrosPúblico generalLICENSElicense.txtlicense.txttext/plain; charset=utf-85879https://repositorio.unal.edu.co/bitstream/unal/84235/1/license.txteb34b1cf90b7e1103fc9dfd26be24b4aMD51ORIGINAL1053773150.2023.pdf1053773150.2023.pdfTesis de Doctorado en Administraciónapplication/pdf8529546https://repositorio.unal.edu.co/bitstream/unal/84235/2/1053773150.2023.pdf240a615c9686f3a63c92c124f6caf70dMD52THUMBNAIL1053773150.2023.pdf.jpg1053773150.2023.pdf.jpgGenerated Thumbnailimage/jpeg5489https://repositorio.unal.edu.co/bitstream/unal/84235/3/1053773150.2023.pdf.jpga69059b494a5f61f18c4a0305e9eab4cMD53unal/84235oai:repositorio.unal.edu.co:unal/842352024-08-14 23:41:21.429Repositorio Institucional Universidad Nacional de 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