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Dr. Carmen Berne-Manero
University of Zaragoza

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0 Services Marketing
0 Social Sciences
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Journal article
Published: 01 January 2021 in Estudios pedagógicos (Valdivia)
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Este artículo plantea un modelo econométrico que permite determinar el número de semestres que invierte un estudiante de la carrera Contador Auditor de la Pontificia Universidad Católica de Valparaíso (Chile) en finalizar su titulación universitaria. Además, se trata de identificar los factores, relacionados con el rendimiento académico o no, que determinan dicha duración. Los resultados obtenidos muestran como variables de ambos tipos inciden en la duración de los estudios universitarios. En relación con las variables asociadas al rendimiento académico, las notas promedio en las asignaturas del área disciplinar finanzas y matemáticas, son las más influyentes en la duración de la carrera de Contador Auditor. Además, la edad, el tipo de establecimiento donde cursaron los estudios previos y el sexo de los estudiantes se han identificados como predictores válidos del rendimiento académico de los egresados.

ACS Style

Hanns De La Fuente Mella; Mercedes Marzo Navarro; Carmen Berne Manero; Marta Pedraja Iglesias; Camila González Huenuman. Análisis de los determinantes del rendimiento académico. El caso de Contador Auditor de la Pontificia Universidad Católica de Valparaíso. Estudios pedagógicos (Valdivia) 2021, 47, 469 -482.

AMA Style

Hanns De La Fuente Mella, Mercedes Marzo Navarro, Carmen Berne Manero, Marta Pedraja Iglesias, Camila González Huenuman. Análisis de los determinantes del rendimiento académico. El caso de Contador Auditor de la Pontificia Universidad Católica de Valparaíso. Estudios pedagógicos (Valdivia). 2021; 47 (1):469-482.

Chicago/Turabian Style

Hanns De La Fuente Mella; Mercedes Marzo Navarro; Carmen Berne Manero; Marta Pedraja Iglesias; Camila González Huenuman. 2021. "Análisis de los determinantes del rendimiento académico. El caso de Contador Auditor de la Pontificia Universidad Católica de Valparaíso." Estudios pedagógicos (Valdivia) 47, no. 1: 469-482.

Journal article
Published: 11 June 2020 in Sustainability
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To manage their competitive goals, e-tourism service companies, in direct and in indirect channels respectively, need to know the antecedents of customer loyalty. Customer loyalty, generated by satisfaction in its various forms, is the cornerstone of the company’s assets and financial sustainability. Current literature does not provide a comparative analysis on this issue. To fill this gap, this research presents a model that includes customer satisfaction and participation as the main drivers of customer loyalty. The empirical research relies on one survey conducted by a market research company addressed to Internet users in Spain with experience in online purchases of tourism products. The estimation method is 3SLS (Three-Stage Least Squares), a simultaneous equations model applied to the database obtained. The results reveal a different potential of the two types of e-channels in producing higher levels of loyalty through customer participation. Increasing the participation of customers in indirect e-tourism channels results in higher returns on loyalty while the impact is lower in the direct channels. These findings are especially interesting for tourism service providers.

ACS Style

José Múgica; Carmen Berné. Direct and Indirect Tourism Online Channels. Do They Have a Different Potential for Customer Loyalty? Sustainability 2020, 12, 4761 .

AMA Style

José Múgica, Carmen Berné. Direct and Indirect Tourism Online Channels. Do They Have a Different Potential for Customer Loyalty? Sustainability. 2020; 12 (11):4761.

Chicago/Turabian Style

José Múgica; Carmen Berné. 2020. "Direct and Indirect Tourism Online Channels. Do They Have a Different Potential for Customer Loyalty?" Sustainability 12, no. 11: 4761.

Journal article
Published: 27 May 2020 in Sustainability
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Influencer marketing furthers the goals of relationship marketing. Companies use influencers to advertise their products through social networks such as Instagram. This digital advertising is aimed at shifting the company’s goals from customer acquisition to retention and commitment. While several articles provide interesting advances analyzing social media and sustainability goals, research about influencer types and their impact on engagement preserving corporate sustainability is limited. Thus, the objectives of this study are: (1) Select general influencer traits as positive characteristics in promoting a product; (2) analyze them for micro and macro influencer scenarios; (3) explore potential differences in their adequacy determining customer engagement and preserving corporate sustainability. Credibility, pleasantness, and emotions are the criteria analyzed through multivariate analysis applied over two independent samples of followers. Pleasantness and appearance in the macro influencer scenario and perceived integrity in that of the micro influencer appear to conflict with the desired transparency of the message, while transmission of emotions plays an essential role in both scenarios. This is a very important finding. Companies should assess candidate influencers’ emotional projection skills, in addition to evaluating the brand sponsorship costs and defining the target audience for the advertisement, always under the premise of preserving corporate sustainability.

ACS Style

Carmen Berne-Manero; Mercedes Marzo-Navarro. Exploring How Influencer and Relationship Marketing Serve Corporate Sustainability. Sustainability 2020, 12, 4392 .

AMA Style

Carmen Berne-Manero, Mercedes Marzo-Navarro. Exploring How Influencer and Relationship Marketing Serve Corporate Sustainability. Sustainability. 2020; 12 (11):4392.

Chicago/Turabian Style

Carmen Berne-Manero; Mercedes Marzo-Navarro. 2020. "Exploring How Influencer and Relationship Marketing Serve Corporate Sustainability." Sustainability 12, no. 11: 4392.

Articles
Published: 20 October 2019 in The International Review of Retail, Distribution and Consumer Research
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ACS Style

Carmen Berné; José M. Pina. Guest editorial. The International Review of Retail, Distribution and Consumer Research 2019, 29, 479 -481.

AMA Style

Carmen Berné, José M. Pina. Guest editorial. The International Review of Retail, Distribution and Consumer Research. 2019; 29 (5):479-481.

Chicago/Turabian Style

Carmen Berné; José M. Pina. 2019. "Guest editorial." The International Review of Retail, Distribution and Consumer Research 29, no. 5: 479-481.

Articles
Published: 20 October 2019 in The International Review of Retail, Distribution and Consumer Research
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An increasing number of tourism service providers are involved in multichannel operations, combining online direct and indirect channels. Service providers and intermediaries need to know what drivers lead consumers to purchase on both channels in order to discover their own potential for differentiation and develop appropriate strategies. This research presents and tests a distribution channel choice model applied to data obtained by a survey aimed at online tourism purchasers. Not surprisingly, the results find that the Internet mitigates the differences between direct and indirect online channels from the demand perspective. Only one variable, information provided, has a positive effect on the choice of the direct channel, while two variables, assortment and basket size, have a positive effect on the choice of the indirect channel.

ACS Style

J.M. Múgica; C. Berné. Analyzing channel choice: Direct and indirect e-Tourism distribution. The International Review of Retail, Distribution and Consumer Research 2019, 29, 537 -548.

AMA Style

J.M. Múgica, C. Berné. Analyzing channel choice: Direct and indirect e-Tourism distribution. The International Review of Retail, Distribution and Consumer Research. 2019; 29 (5):537-548.

Chicago/Turabian Style

J.M. Múgica; C. Berné. 2019. "Analyzing channel choice: Direct and indirect e-Tourism distribution." The International Review of Retail, Distribution and Consumer Research 29, no. 5: 537-548.

Journal article
Published: 22 August 2018 in Administrative Sciences
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The booking purchase process in B2C tourism online from the perspective of the quality-satisfaction-loyalty value chain has scarcely been investigated. The measurement models of the variables are not unified and essential variables, as transaction costs, need more research in order to achieve a comprehensive model of the digital tourist purchase process. This research is aimed at solving this gap through the proposal of a theoretical structural model, which is tested for the Spanish context. The results show that the measurement of website-perceived quality must include utilitarian and hedonic aspects, which can provide a competitive advantage to acquire and retain customers. Perceived quality and transaction costs determine customer’s satisfaction and, ultimately, repurchase intentions or brand loyalty. Prices are found as mediator variables fostering the effect of quality on satisfaction, and non-monetary costs act as a cause of satisfaction. The online B2C tourism business must implement efficient internal and external processes to justify perceived costs.

ACS Style

Carmen Berne-Manero; Maria Gómez-Campillo; Mercedes Marzo-Navarro; Marta Pedraja-Iglesias. Reviewing the Online Tourism Value Chain. Administrative Sciences 2018, 8, 48 .

AMA Style

Carmen Berne-Manero, Maria Gómez-Campillo, Mercedes Marzo-Navarro, Marta Pedraja-Iglesias. Reviewing the Online Tourism Value Chain. Administrative Sciences. 2018; 8 (3):48.

Chicago/Turabian Style

Carmen Berne-Manero; Maria Gómez-Campillo; Mercedes Marzo-Navarro; Marta Pedraja-Iglesias. 2018. "Reviewing the Online Tourism Value Chain." Administrative Sciences 8, no. 3: 48.

Original article
Published: 07 October 2016 in International Review on Public and Nonprofit Marketing
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Over the past two decades, the major actors in the markets, consumers and organizations, have become increasingly concerned about their social responsibilities. Companies conceive strategies and mechanisms to be identified as socially responsible organizations, and (the) socially responsible consumers identify themselves with those organizations they believe to match their concerns. The existing literature provides advances in this line but there are still inconsistences and knowledge gaps, mainly in understanding the underlying corporate social responsibility processes. To contribute to fill this gap, our research benefits from prior advances to provide a theoretical Socially Responsible Market cause-effect model that is validated. The model is valuable for organizations as it explains the impact of social responsibility perceptions on attitudes and consumer behaviour, which gathers latent responsible markets.

ACS Style

Carmen Berné-Manero; Marta Pedraja-Iglesias; Pilar Ramo-Sáez. Socially responsible markets involved in the consumer-organization identification process. International Review on Public and Nonprofit Marketing 2016, 14, 179 -196.

AMA Style

Carmen Berné-Manero, Marta Pedraja-Iglesias, Pilar Ramo-Sáez. Socially responsible markets involved in the consumer-organization identification process. International Review on Public and Nonprofit Marketing. 2016; 14 (2):179-196.

Chicago/Turabian Style

Carmen Berné-Manero; Marta Pedraja-Iglesias; Pilar Ramo-Sáez. 2016. "Socially responsible markets involved in the consumer-organization identification process." International Review on Public and Nonprofit Marketing 14, no. 2: 179-196.

Journal article
Published: 01 June 2015 in Tourism Management
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ACS Style

Carmen Berné; Margarita García-González; María E. García-Uceda; José M. Múgica. The effect of ICT on relationship enhancement and performance in tourism channels. Tourism Management 2015, 48, 188 -198.

AMA Style

Carmen Berné, Margarita García-González, María E. García-Uceda, José M. Múgica. The effect of ICT on relationship enhancement and performance in tourism channels. Tourism Management. 2015; 48 ():188-198.

Chicago/Turabian Style

Carmen Berné; Margarita García-González; María E. García-Uceda; José M. Múgica. 2015. "The effect of ICT on relationship enhancement and performance in tourism channels." Tourism Management 48, no. : 188-198.

Journal article
Published: 01 January 2015 in Modern Economy
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Information and Communication Technologies (ICTs) and the development of the online channel have transformed the competitive environment of the tourism industry within a brief span of time. However, our knowledge about the details of the evolving trend of the distribution system is scarce. Considering the prior literature, this research analyzes the evolution of the sector’s structure, the power of tourism operators, the production processes and products of the tourism sector. The work uses primary information which is taken from surveys to experts in the sector, within a European context. The results of the work, based on a comparison between two samples in 2008 and in 2012, underscore the development of the distribution system and the significant changes happened in opinions regarding the relationship between the use of ICTs and value creation, regarding ICTs and product quality, and regarding how ICTs facilitate the adoption of the best practices in the industry. Multiple and exclusively online channel strategies are the most involved.

ACS Style

Carmen Berné; María Gómez Campillo; Víctor Orive. Tourism Distribution System and Information and Communication Technologies (ICT) Development: Comparing Data of 2008 and 2012. Modern Economy 2015, 06, 145 -152.

AMA Style

Carmen Berné, María Gómez Campillo, Víctor Orive. Tourism Distribution System and Information and Communication Technologies (ICT) Development: Comparing Data of 2008 and 2012. Modern Economy. 2015; 06 (02):145-152.

Chicago/Turabian Style

Carmen Berné; María Gómez Campillo; Víctor Orive. 2015. "Tourism Distribution System and Information and Communication Technologies (ICT) Development: Comparing Data of 2008 and 2012." Modern Economy 06, no. 02: 145-152.

Journal article
Published: 20 November 2013 in International Review on Public and Nonprofit Marketing
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Companies will benefit promoting consumer awareness of their social responsibility contained in offers, when purchasing decisions are made. Thus, identifying the sensitive consumer, a Socially Responsible Consumer (SRC) is essential; but research centred on defining and empirically validating this theoretical concept has been absent. Thus, in order to provide a unanimous view of the responsible socially consume, we propose and validate a measurement model of the concept. This work is empirically addressed through a consumer survey. The analysis of the data confirms the SRC as an abstract concept, which can be measured by three order dimensions reflecting activities indicative of social responsibility, civic behaviour and corporate social responsibility as a criterion of purchase. To facilitate a superior valuation of products and their selection at purchase time, corporations should address and communicate first of all those actions identified directed to their internal clientele, personnel, and to the conservation of the environment.

ACS Style

Carmen Berné-Manero; Marta Pedraja-Iglesias; Pilar Ramo-Sáez. A measurement model for the socially responsible consumer. International Review on Public and Nonprofit Marketing 2013, 11, 31 -46.

AMA Style

Carmen Berné-Manero, Marta Pedraja-Iglesias, Pilar Ramo-Sáez. A measurement model for the socially responsible consumer. International Review on Public and Nonprofit Marketing. 2013; 11 (1):31-46.

Chicago/Turabian Style

Carmen Berné-Manero; Marta Pedraja-Iglesias; Pilar Ramo-Sáez. 2013. "A measurement model for the socially responsible consumer." International Review on Public and Nonprofit Marketing 11, no. 1: 31-46.

Journal article
Published: 13 April 2012 in Cuadernos de Economía y Dirección de la Empresa
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Las últimas décadas se han caracterizado por un rápido desarrollo de tecnologías de la información y la comunicación (TIC). Este fenómeno ha sido aprovechado con especial intensidad por las empresas del sector turístico, afectando a las funciones de distribución y comercialización de sus productos/servicios y generando cambios en su sistema de distribución. Desde la revisión de la literatura y el análisis cualitativo, esta investigación identifica tres criterios de dichos cambios: la estructura del sistema, la posición de poder de los operadores y los procesos productivos y productos-servicios turísticos. La aplicación de análisis factorial, exploratorio y confirmatorio, sobre una base de datos de intermediarios turísticos españoles, permite validar un modelo causa-efecto para cada criterio de cambio. Los resultados sitúan en una posición ventajosa a los intermediarios virtuales mayoristas, mientras que los movimientos en número de intermediarios tradicionales y proveedores no se perciben como relevantes. The last few decades have been characterized by the rapid development of information and communication technologies (ICT). This phenomenon has been particularly intensively used by the tourism industry, affecting the functions of distribution and marketing of its products/services and generating changes in its distribution system. Based on a review of the literature and qualitative analysis, this study identifies three criteria for these changes: the structure of the system, the position held by operators, and the production processes and product-service resorts. The application of exploratory and confirmatory factor analysis to a database of Spanish tourism intermediaries allows a cause-effect model for each criterion of change to be validated. The results indicate that virtual wholesalers have an advantage in the distribution channels, whereas the movements in the number of traditional intermediaries and providers are not perceived as important.

ACS Style

Carmen Berné Manero; Margarita García-González; M. Esperanza García-Uceda; Jose Miguel Múgica Grijalba. Modelización de los cambios en el sistema de distribución del sector turístico debidos a la incorporación de las tecnologías. Cuadernos de Economía y Dirección de la Empresa 2012, 15, 117 -129.

AMA Style

Carmen Berné Manero, Margarita García-González, M. Esperanza García-Uceda, Jose Miguel Múgica Grijalba. Modelización de los cambios en el sistema de distribución del sector turístico debidos a la incorporación de las tecnologías. Cuadernos de Economía y Dirección de la Empresa. 2012; 15 (3):117-129.

Chicago/Turabian Style

Carmen Berné Manero; Margarita García-González; M. Esperanza García-Uceda; Jose Miguel Múgica Grijalba. 2012. "Modelización de los cambios en el sistema de distribución del sector turístico debidos a la incorporación de las tecnologías." Cuadernos de Economía y Dirección de la Empresa 15, no. 3: 117-129.

Journal article
Published: 29 February 2012 in Tourism Management
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The restructuring process of the tourism sector and of the distribution channels caused by Information and Communications Technologies (ICT) may have altered the power positions in the channels. In the literature, the relationship between structure and power has been analyzed under the structure-conduct-performance paradigm, and the structure-conduct-outcome framework. The question is if the structure is antecedent or consequence of power balance in the channel. Our objective and contribution is to provide a common framework for both approaches by including the two different conceptualizations of the structure and analyzing their cause-effect link with the power balance. Moreover, we show that the two concepts of structure have a strong link with power balance but that the nature of the link might be very different: market structure is exogenous and might be considered an antecedent and, channel structure is endogenous, suggesting that it is intimately interrelated with power balance and that the cause-effect link works in the two directions.

ACS Style

Carmen Berne; Margarita Garcia-Gonzalez; Jose Mugica. How ICT shifts the power balance of tourism distribution channels. Tourism Management 2012, 33, 205 -214.

AMA Style

Carmen Berne, Margarita Garcia-Gonzalez, Jose Mugica. How ICT shifts the power balance of tourism distribution channels. Tourism Management. 2012; 33 (1):205-214.

Chicago/Turabian Style

Carmen Berne; Margarita Garcia-Gonzalez; Jose Mugica. 2012. "How ICT shifts the power balance of tourism distribution channels." Tourism Management 33, no. 1: 205-214.

English abstract
Published: 12 July 2010 in Revista médica de Chile
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ACS Style

Jorge Riveros; Carmen Berné; José M Múgica. [Perceptions of providers and clients about management and satisfaction with services in two public hospitals]. Revista médica de Chile 2010, 138, 1 .

AMA Style

Jorge Riveros, Carmen Berné, José M Múgica. [Perceptions of providers and clients about management and satisfaction with services in two public hospitals]. Revista médica de Chile. 2010; 138 (5):1.

Chicago/Turabian Style

Jorge Riveros; Carmen Berné; José M Múgica. 2010. "[Perceptions of providers and clients about management and satisfaction with services in two public hospitals]." Revista médica de Chile 138, no. 5: 1.

Journal article
Published: 31 July 2008 in Industrial Marketing Management
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An organizer of trade shows (TSs) need to know the framework of criteria used by potential visitors in their ex-ante evaluation of trade shows. This paper comes to fill a gap in the published research, aiming to answer two research questions: which criteria are important for visitors in evaluating TSs to visit? And which is the underlying structure of criteria? A sample of retailers was interviewed and, after using a Confirmatory Factor Analysis, a measurement model was identified. The results confirm the underlying structure suggested by the integration of separate criteria or elements previously identified in other studies. Also, that the changes in the marketing orientation of companies have affected the evaluation criteria used by visitors. Additionally, the results show differences between visitants and exhibitors. The main disparity is the non-relevance of the marketing research criteria: TSs are a good marketing research tool for exhibitors but much more limited for visitors.

ACS Style

Carmen Berne; M.E. García-Uceda. Criteria involved in evaluation of trade shows to visit. Industrial Marketing Management 2008, 37, 565 -579.

AMA Style

Carmen Berne, M.E. García-Uceda. Criteria involved in evaluation of trade shows to visit. Industrial Marketing Management. 2008; 37 (5):565-579.

Chicago/Turabian Style

Carmen Berne; M.E. García-Uceda. 2008. "Criteria involved in evaluation of trade shows to visit." Industrial Marketing Management 37, no. 5: 565-579.

Journal article
Published: 01 June 2007 in Journal of Targeting, Measurement and Analysis for Marketing
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Journal of Targeting, Measurement and Analysis for Marketing is one of the world's leading forums for the latest thinking, techniques and developments on the measurement, analysis and targeting of marketing activities.

ACS Style

Carmen Berné; Ma Esperanza García-Uceda; Ma Esperanza Garc. Targeting efficiencies among trade show nonattendees. Journal of Targeting, Measurement and Analysis for Marketing 2007, 15, 146 -157.

AMA Style

Carmen Berné, Ma Esperanza García-Uceda, Ma Esperanza Garc. Targeting efficiencies among trade show nonattendees. Journal of Targeting, Measurement and Analysis for Marketing. 2007; 15 (3):146-157.

Chicago/Turabian Style

Carmen Berné; Ma Esperanza García-Uceda; Ma Esperanza Garc. 2007. "Targeting efficiencies among trade show nonattendees." Journal of Targeting, Measurement and Analysis for Marketing 15, no. 3: 146-157.

Original articles
Published: 01 January 2002 in The International Review of Retail, Distribution and Consumer Research
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The objective of this study is to offer a model of the formation process of loyalty towards the services provided by retail food companies. Specifically, the case of a Spanish company, which is a leader in the retail food market is taken. The company operates using different retail formats, and it has customers with various levels of loyalty and behavioural patterns. The research tries to determine implications for managing the loyalty towards the company. Different customer groups are analysed. Four working hypotheses are proposed and contrasted through the formulation and estimation of two theoretical models or conceptual maps. After the empirical analysis, the proposed models show a good fit, and the formulated hypotheses are confirmed. By using this kind of modelling, the companies that operate under the considered framework may reach significant conclusions prior to making decisions in the area of customer retention.

ACS Style

Elvira Arrondo; Carmen Berne; Jose M. Mugica; Pilar Rivera. Modelling of customer retention in multi-format retailing. The International Review of Retail, Distribution and Consumer Research 2002, 12, 281 -296.

AMA Style

Elvira Arrondo, Carmen Berne, Jose M. Mugica, Pilar Rivera. Modelling of customer retention in multi-format retailing. The International Review of Retail, Distribution and Consumer Research. 2002; 12 (3):281-296.

Chicago/Turabian Style

Elvira Arrondo; Carmen Berne; Jose M. Mugica; Pilar Rivera. 2002. "Modelling of customer retention in multi-format retailing." The International Review of Retail, Distribution and Consumer Research 12, no. 3: 281-296.

Original articles
Published: 01 January 1999 in The International Review of Retail, Distribution and Consumer Research
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The purpose of this paper is to analyse the potential of price-information-seeking behaviour (PISB) as a basis for pricing differentiation in the retail grocery market. Based on a model developed by Urbany et al. (1996), we analyse the presence of consumer clusters showing differences in their PISB and the possibility of identifying a particular profile for each of the clusters. The cluster analysis identified two clearly separated clusters: high and low intensity price-information seekers. Based on this clustering, a discriminant analysis revealed that some of the independent variables proved to be good descriptors of the consumer profile of the clusters. The joint consideration of the clusters and their profiles allows us to provide some managerial implications for retailers.

ACS Style

Carmen Berne; Jose M. Mugica; Marta Pedraja; Pilar Rivera. The use of consumer's price information search behaviour for pricing differentiation in retailing. The International Review of Retail, Distribution and Consumer Research 1999, 9, 127 -146.

AMA Style

Carmen Berne, Jose M. Mugica, Marta Pedraja, Pilar Rivera. The use of consumer's price information search behaviour for pricing differentiation in retailing. The International Review of Retail, Distribution and Consumer Research. 1999; 9 (2):127-146.

Chicago/Turabian Style

Carmen Berne; Jose M. Mugica; Marta Pedraja; Pilar Rivera. 1999. "The use of consumer's price information search behaviour for pricing differentiation in retailing." The International Review of Retail, Distribution and Consumer Research 9, no. 2: 127-146.