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Prof. Julian Chaparro-Pelaez
Universidad Politecnica de Madrid (UPM)

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Journal article
Published: 28 January 2021 in Computers in Human Behavior
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The COVID-19 pandemic has caused a massive disruption in the way traditional higher education institutions deliver their courses. Unlike transitions from face-to-face teaching to blended, online or flipped classroom in the past, changes in emergency remote teaching –a temporary shift of instructional delivery to an alternate remote delivery mode due to crisis circumstances– happen suddenly and in an unplanned way. This study analyzes the move to emergency remote teaching at the School of Telecommunication Engineering (Universidad Politécnica de Madrid), and the impact of organizational aspects related to unplanned change, instruction-related variables –class size, synchronous/asynchronous delivery– and use of digital supporting technologies, on students' academic performance. Using quantitative data of academic records across all (N = 43) courses of a bachelor's degree programme in Telecommunication Engineering and qualitative data from a questionnaire delivered to all (N = 43) course coordinators, the research also compares the academic results of students during the COVID-19 pandemic with those of previous years. The results of this case study show an increase in students' academic performance in emergency remote teaching, and support the idea that organizational factors may contribute to successful implementation of emergency remote teaching; the analysis does not find differences across courses with different class sizes or delivery modes. The study further explores possible explanations for the results of the analysis, considering organizational, individual and instruction-related aspects.

ACS Style

Santiago Iglesias-Pradas; Ángel Hernández-García; Julián Chaparro-Peláez; José Luis Prieto. Emergency remote teaching and students’ academic performance in higher education during the COVID-19 pandemic: A case study. Computers in Human Behavior 2021, 119, 106713 .

AMA Style

Santiago Iglesias-Pradas, Ángel Hernández-García, Julián Chaparro-Peláez, José Luis Prieto. Emergency remote teaching and students’ academic performance in higher education during the COVID-19 pandemic: A case study. Computers in Human Behavior. 2021; 119 ():106713.

Chicago/Turabian Style

Santiago Iglesias-Pradas; Ángel Hernández-García; Julián Chaparro-Peláez; José Luis Prieto. 2021. "Emergency remote teaching and students’ academic performance in higher education during the COVID-19 pandemic: A case study." Computers in Human Behavior 119, no. : 106713.

Journal article
Published: 23 December 2020 in Economics and Business Letters
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The emergence of new sales channels, the irruption of new technologies and changes in personal and professional lifestyles have transformed purchasing behaviors throughout the shopping process. Prior research has addressed the effect of these changes in each channel separately, neglecting the study of such effects in multi-channel environments. This research investigates the relation between channel preference and spillover effect—and more particularly, lock-in effect—in apparel multi-channel retailing, with data collected from a survey of 432 Spanish shoppers. The results of the study facilitate further understanding of spillover effect and help companies improve their omnichannel strategies.

ACS Style

Emiliano Acquila-Natale; Ángel Hernández-García; Santiago Iglesias-Pradas; Julián Chaparro-Peláez. Stay or switch? Investigating lock-in effect in multi-channel apparel retailing. Economics and Business Letters 2020, 9, 298 -305.

AMA Style

Emiliano Acquila-Natale, Ángel Hernández-García, Santiago Iglesias-Pradas, Julián Chaparro-Peláez. Stay or switch? Investigating lock-in effect in multi-channel apparel retailing. Economics and Business Letters. 2020; 9 (4):298-305.

Chicago/Turabian Style

Emiliano Acquila-Natale; Ángel Hernández-García; Santiago Iglesias-Pradas; Julián Chaparro-Peláez. 2020. "Stay or switch? Investigating lock-in effect in multi-channel apparel retailing." Economics and Business Letters 9, no. 4: 298-305.

Journal article
Published: 06 September 2020 in Technological Forecasting and Social Change
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Assessing e-mail marketing effectiveness is challenging. Prior to achieving the main goal of sales conversion, an intermediate objective of e-mail campaigns is to capture the recipient’s interest and redirect the traffic to the vendor's website. The present study investigates the relevance of the variables that influence recipients’ interest in promotional e-mails and seeks to determine whether national culture moderates those relationships. The study provides marketers with actionable insights into how to more effectively plan and deploy e-mail marketing strategies in different cultural settings.

ACS Style

Ángel J. Lorente-Páramo; Julián Chaparro-Peláez; Ángel Hernández-García. How to improve e-mail click-through rates – A national culture approach. Technological Forecasting and Social Change 2020, 161, 120283 .

AMA Style

Ángel J. Lorente-Páramo, Julián Chaparro-Peláez, Ángel Hernández-García. How to improve e-mail click-through rates – A national culture approach. Technological Forecasting and Social Change. 2020; 161 ():120283.

Chicago/Turabian Style

Ángel J. Lorente-Páramo; Julián Chaparro-Peláez; Ángel Hernández-García. 2020. "How to improve e-mail click-through rates – A national culture approach." Technological Forecasting and Social Change 161, no. : 120283.

Journal article
Published: 21 April 2020 in Energies
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The deregulation of the electricity markets in the European Union and the transformation caused by digital technologies and customer-centric strategies have altered the industry ecosystem, forcing companies to adapt to the new scenario. This research study aims to give a global overview of the digital transformation and channel integration of free-market electricity retailers in Spain from a consumer’s perspective. The analysis includes all free-market electricity retailers that operate at the national scale, explores the level of digital transformation and channel integration of these companies based on a structured set of indicators, and measures them using the mystery shopper technique. The results show important differences between leading retailers and the rest of companies, evidence an important lag of the sector when compared to other retail markets and an overall lack of multichannel and omnichannel strategies, show a strong effort of retailers in online billing and self-service customer data management, and reveal shortcomings in the availability of communication channels with customers.

ACS Style

Julián Chaparro-Peláez; Emiliano Acquila-Natale; Ángel Hernández-García; Santiago Iglesias-Pradas. The Digital Transformation of the Retail Electricity Market in Spain. Energies 2020, 13, 2085 .

AMA Style

Julián Chaparro-Peláez, Emiliano Acquila-Natale, Ángel Hernández-García, Santiago Iglesias-Pradas. The Digital Transformation of the Retail Electricity Market in Spain. Energies. 2020; 13 (8):2085.

Chicago/Turabian Style

Julián Chaparro-Peláez; Emiliano Acquila-Natale; Ángel Hernández-García; Santiago Iglesias-Pradas. 2020. "The Digital Transformation of the Retail Electricity Market in Spain." Energies 13, no. 8: 2085.

Journal article
Published: 01 January 2020 in European J. of International Management
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ACS Style

Julián Chaparro Peláez; Emiliano Acquila Natale. The long road to omnichannel retailing: an assessment of channel integration levels across fashion and apparel retailers. European J. of International Management 2020, 1, 1 .

AMA Style

Julián Chaparro Peláez, Emiliano Acquila Natale. The long road to omnichannel retailing: an assessment of channel integration levels across fashion and apparel retailers. European J. of International Management. 2020; 1 (1):1.

Chicago/Turabian Style

Julián Chaparro Peláez; Emiliano Acquila Natale. 2020. "The long road to omnichannel retailing: an assessment of channel integration levels across fashion and apparel retailers." European J. of International Management 1, no. 1: 1.

Articles
Published: 01 January 2020 in Economic Research-Ekonomska Istraživanja
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Over the past few years, retailers have offered new alternatives in last-mile logistics for consumers’ purchases; however, still, it is unclear why consumers select one option over another. A significant number of studies have tried to give some guidance, but very little research has considered the consumer’s point of view; specifically, in Omni-channel environment it has been undiscovered. To fulfil this gap, this study tends to identify some beliefs that may affect consumers’ behaviour in last-mile logistics. However, to validate these beliefs this study uses the Theory of Planned Behaviour (TPB) approach. Following the TPB, this study employs an online questionnaire to obtain 280 samples of Spanish students. The final results show that although some beliefs such as convenience, risk of time, and finances are consistent with previous studies, there are new salient beliefs in which have not been identified before: Accessibility & Comparability. As a conclusion, this study not only is an effective mechanism for predicting the intention of selecting a last-mile logistics by consumers, but also can be guidance and assistance for practitioners to develop proper strategies for facilitating consumer’s shopping journey, and ultimately, improving consumer’s satisfaction.

ACS Style

Mohammad Mahdi Zarei; Julian Chaparro-Pelaez; Ángel F. Agudo-Peregrina. Identifying consumer’s last-mile logistics beliefs in omni-channel environment. Economic Research-Ekonomska Istraživanja 2020, 33, 1796 -1812.

AMA Style

Mohammad Mahdi Zarei, Julian Chaparro-Pelaez, Ángel F. Agudo-Peregrina. Identifying consumer’s last-mile logistics beliefs in omni-channel environment. Economic Research-Ekonomska Istraživanja. 2020; 33 (1):1796-1812.

Chicago/Turabian Style

Mohammad Mahdi Zarei; Julian Chaparro-Pelaez; Ángel F. Agudo-Peregrina. 2020. "Identifying consumer’s last-mile logistics beliefs in omni-channel environment." Economic Research-Ekonomska Istraživanja 33, no. 1: 1796-1812.

Journal article
Published: 24 December 2019 in Applied Sciences
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This study provides researchers and educators the resources to set up and run a software tool for extraction, processing, visualization and analysis of student self- and peer assessment data in Moodle Workshops.

ACS Style

Julián Chaparro-Peláez; Santiago Iglesias-Pradas; Francisco J. Rodríguez-Sedano; Emiliano Acquila-Natale. Extraction, Processing and Visualization of Peer Assessment Data in Moodle †. Applied Sciences 2019, 10, 163 .

AMA Style

Julián Chaparro-Peláez, Santiago Iglesias-Pradas, Francisco J. Rodríguez-Sedano, Emiliano Acquila-Natale. Extraction, Processing and Visualization of Peer Assessment Data in Moodle †. Applied Sciences. 2019; 10 (1):163.

Chicago/Turabian Style

Julián Chaparro-Peláez; Santiago Iglesias-Pradas; Francisco J. Rodríguez-Sedano; Emiliano Acquila-Natale. 2019. "Extraction, Processing and Visualization of Peer Assessment Data in Moodle †." Applied Sciences 10, no. 1: 163.

Journal article
Published: 06 November 2019 in Technological Forecasting and Social Change
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Cultural dimensions help explain unsubscription rates. Individualism and long-term orientation predict promotional e-mail effectiveness. Cultural adaptation of e-mails must extend to neighboring contexts (e.g. websites). E-mails should be direct and personalized in individualistic countries. E-mails should avoid references to immediate action in long-term-oriented countries. Download : Download high-res image (117KB)Download : Download full-size image

ACS Style

Ángel J. Lorente-Páramo; Ángel Hernández-García; Julián Chaparro-Peláez. Influence of cultural dimensions on promotional e-mail effectiveness. Technological Forecasting and Social Change 2019, 150, 119788 .

AMA Style

Ángel J. Lorente-Páramo, Ángel Hernández-García, Julián Chaparro-Peláez. Influence of cultural dimensions on promotional e-mail effectiveness. Technological Forecasting and Social Change. 2019; 150 ():119788.

Chicago/Turabian Style

Ángel J. Lorente-Páramo; Ángel Hernández-García; Julián Chaparro-Peláez. 2019. "Influence of cultural dimensions on promotional e-mail effectiveness." Technological Forecasting and Social Change 150, no. : 119788.

Conference paper
Published: 16 October 2019 in Proceedings of the Seventh International Conference on Technological Ecosystems for Enhancing Multiculturality
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ACS Style

Emiliano Acquila-Natale; Santiago Iglesias-Pradas; Ángel Hernández-García; Julián Chaparro-Peláez; Isabel Rodríguez-Ruiz. MWDEX. Proceedings of the Seventh International Conference on Technological Ecosystems for Enhancing Multiculturality 2019, 297 -303.

AMA Style

Emiliano Acquila-Natale, Santiago Iglesias-Pradas, Ángel Hernández-García, Julián Chaparro-Peláez, Isabel Rodríguez-Ruiz. MWDEX. Proceedings of the Seventh International Conference on Technological Ecosystems for Enhancing Multiculturality. 2019; ():297-303.

Chicago/Turabian Style

Emiliano Acquila-Natale; Santiago Iglesias-Pradas; Ángel Hernández-García; Julián Chaparro-Peláez; Isabel Rodríguez-Ruiz. 2019. "MWDEX." Proceedings of the Seventh International Conference on Technological Ecosystems for Enhancing Multiculturality , no. : 297-303.

Journal article
Published: 01 July 2019 in Dirección y Organización
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This study addresses the lack of integrative and cohesive frameworks to study the variables influencing the development of multi-channel e-commerce. This exploratory research proposes a theory-grounded, comprehensive and systematic model for the study of the development of multi-channel e-commerce, and further refines the model based on a qualitative study. The study performs a cross-country examination to control for the effect of country-specific characteristics and uses data from interviews to managers of ten Spanish and Argentinian companies from different sectors. The results of the analysis identify the main barriers and drivers of multi-channel e-commerce development, which are discussed in detail. Finally, the study highlights the main contributions from the research and details the implications for theory and practice.Keywords: e-commerce, multi-channel, Spain, Argentina, qualitative analysis, cross-country.

ACS Style

Emiliano Acquila-Natale; Santiago Iglesias-Pradas; Julián Chaparro-Peláez. Barriers and drivers of multi-channel e-commerce: A cross-country examination. Dirección y Organización 2019, 20 -32.

AMA Style

Emiliano Acquila-Natale, Santiago Iglesias-Pradas, Julián Chaparro-Peláez. Barriers and drivers of multi-channel e-commerce: A cross-country examination. Dirección y Organización. 2019; ():20-32.

Chicago/Turabian Style

Emiliano Acquila-Natale; Santiago Iglesias-Pradas; Julián Chaparro-Peláez. 2019. "Barriers and drivers of multi-channel e-commerce: A cross-country examination." Dirección y Organización , no. : 20-32.

Journal article
Published: 22 January 2019 in Computers in Human Behavior
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Despite their many advantages, teachers’ adoption of mobile technologies as didactic tools is still limited. Their adoption is conditioned by first-order and second-order barriers. The former are associated with the availability of resources, and the latter refer to internal barriers as a consequence of the reflection of instructors about their own teaching practice, and are harder to overcome. Teacher training plays an important role on the formation of these barriers, but prior research mainly focuses on pre-service teachers in their last years of training, where some of those barriers have already been formed, and it mostly investigates computer-based learning. This research aims to fill that gap by analyzing the influence of second-order barriers on first-year pre-service teachers’ intention to use mobile devices in their future teaching practice. The study identifies the most relevant second-order barriers and tests the proposed model using a sample of 160 first-year primary education pre-service teachers. The results of the partial least squares structural equation modeling analysis offer relevant practical, theoretical and methodological implications for mobile learning adoption: first, they provide evidence of the key role of second-order barriers, accounting for 70.8% of the variance of the intention to use these technologies; second, the importance of compatibility and enjoyment, higher than that of traditional key variables as perceived ease of use and perceived usefulness, indicate the need to reconsider pre-service teacher training programs; third, the study compares traditional reflective modeling of subjective norm and formative modeling, suggesting the adequacy of formative formulations in technology adoption studies.

ACS Style

José Carlos Sánchez-Prieto; Ángel Hernández-García; Francisco J. García-Peñalvo; Julián Chaparro-Peláez; Susana Olmos-Migueláñez. Break the walls! Second-Order barriers and the acceptance of mLearning by first-year pre-service teachers. Computers in Human Behavior 2019, 95, 158 -167.

AMA Style

José Carlos Sánchez-Prieto, Ángel Hernández-García, Francisco J. García-Peñalvo, Julián Chaparro-Peláez, Susana Olmos-Migueláñez. Break the walls! Second-Order barriers and the acceptance of mLearning by first-year pre-service teachers. Computers in Human Behavior. 2019; 95 ():158-167.

Chicago/Turabian Style

José Carlos Sánchez-Prieto; Ángel Hernández-García; Francisco J. García-Peñalvo; Julián Chaparro-Peláez; Susana Olmos-Migueláñez. 2019. "Break the walls! Second-Order barriers and the acceptance of mLearning by first-year pre-service teachers." Computers in Human Behavior 95, no. : 158-167.

Journal article
Published: 19 July 2018 in Computers in Human Behavior
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The application of learning analytics techniques to log data from Learning Management Systems (LMS) has raised increasing interest in the past years. Advances in this field include the selection of adequate indicators and development of research frameworks. However, most research has focused on individual students, which has hampered the development of learning analytics for team assessment in collaborative learning contexts. From a four-dimensional view of teamwork, this study proposes a set of log data-based indicators to facilitate group assessment in project-based learning courses, and identify relevant predictors of final project results.

ACS Style

Ángel Hernández-García; Emiliano Acquila-Natale; Julián Chaparro-Peláez; Miguel Á. Conde. Predicting teamwork group assessment using log data-based learning analytics. Computers in Human Behavior 2018, 89, 373 -384.

AMA Style

Ángel Hernández-García, Emiliano Acquila-Natale, Julián Chaparro-Peláez, Miguel Á. Conde. Predicting teamwork group assessment using log data-based learning analytics. Computers in Human Behavior. 2018; 89 ():373-384.

Chicago/Turabian Style

Ángel Hernández-García; Emiliano Acquila-Natale; Julián Chaparro-Peláez; Miguel Á. Conde. 2018. "Predicting teamwork group assessment using log data-based learning analytics." Computers in Human Behavior 89, no. : 373-384.

Chapter
Published: 01 January 2018 in Mobile Commerce
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The purpose of this chapter is to offer a better understanding of online shoppers' behaviour, so that virtual shops may improve and adapt their product offering to effectively reach their target segments. In order to achieve this goal, a characterization of motivations to shop online is proposed as a basis for motivation-based customer segmentation. Building upon this segmentation, acceptance models—namely, an adaptation of UTAUT2 to e-commerce—have been used to look further into the purchasing behavior of each identified segment. The results from the empirical study based on responses to an online questionnaire from a sample of 718 Spanish shoppers shows seven different groups of motivations and five different customer segments, and confirms different behavioral patterns in the adoption of e-commerce for different segments of customers, with special influence of effort expectancy, facilitating conditions, and perceived risk in the online shopping behaviour of individuals.

ACS Style

Ángel F. Agudo-Peregrina; Julián Chaparro-Peláez; Ángel Hernández-García. New Market Segmentation Paradigms and Electronic Commerce Adoption. Mobile Commerce 2018, 1303 -1327.

AMA Style

Ángel F. Agudo-Peregrina, Julián Chaparro-Peláez, Ángel Hernández-García. New Market Segmentation Paradigms and Electronic Commerce Adoption. Mobile Commerce. 2018; ():1303-1327.

Chicago/Turabian Style

Ángel F. Agudo-Peregrina; Julián Chaparro-Peláez; Ángel Hernández-García. 2018. "New Market Segmentation Paradigms and Electronic Commerce Adoption." Mobile Commerce , no. : 1303-1327.

Journal article
Published: 21 July 2016 in International Journal of Emerging Technologies in Learning (iJET)
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Social network learning analytics aims to extract useful information to improve the learning process, but the variety of learning management systems makes this task burdensome and difficult to manage. This study shows how Gephi, a general-purpose, open-source social network analysis application, can be used by instructors and institutions to extract and visualize relevant information that is commonly hidden or difficult to observe for course coordinators and teachers. The empirical case study uses data from one cross-curricular course with 656 students at the Open University of Catalonia (UOC) and showcases the use of Gephi as a social network learning analytics tool. The study further discusses the potential of social network learning analytics to improve online instruction by visualization of educational data.

ACS Style

Ángel Hernández-García; Inés González-González; Ana Isabel Jiménez-Zarco; Julián Chaparro-Peláez. Visualizations of Online Course Interactions for Social Network Learning Analytics. International Journal of Emerging Technologies in Learning (iJET) 2016, 11, 6 -15.

AMA Style

Ángel Hernández-García, Inés González-González, Ana Isabel Jiménez-Zarco, Julián Chaparro-Peláez. Visualizations of Online Course Interactions for Social Network Learning Analytics. International Journal of Emerging Technologies in Learning (iJET). 2016; 11 (7):6-15.

Chicago/Turabian Style

Ángel Hernández-García; Inés González-González; Ana Isabel Jiménez-Zarco; Julián Chaparro-Peláez. 2016. "Visualizations of Online Course Interactions for Social Network Learning Analytics." International Journal of Emerging Technologies in Learning (iJET) 11, no. 7: 6-15.

Journal article
Published: 01 April 2016 in Journal of Business Research
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ACS Style

Julián Chaparro-Peláez; Ángel F. Agudo-Peregrina; Félix J. Pascual-Miguel. Conjoint analysis of drivers and inhibitors of e-commerce adoption. Journal of Business Research 2016, 69, 1277 -1282.

AMA Style

Julián Chaparro-Peláez, Ángel F. Agudo-Peregrina, Félix J. Pascual-Miguel. Conjoint analysis of drivers and inhibitors of e-commerce adoption. Journal of Business Research. 2016; 69 (4):1277-1282.

Chicago/Turabian Style

Julián Chaparro-Peláez; Ángel F. Agudo-Peregrina; Félix J. Pascual-Miguel. 2016. "Conjoint analysis of drivers and inhibitors of e-commerce adoption." Journal of Business Research 69, no. 4: 1277-1282.

Conference paper
Published: 14 July 2015 in Business Information Systems
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The emergence of learning analytics as a discipline of its own has given way to a diverse subset of research fields offering very different approximations to the topic. One of the most recent and active approaches is social learning analytics, which focuses primarily on the application of social network analysis (SNA) techniques and visualizations to study and help understanding interactions in online courses as a key pillar of social construction of learning. However, and despite this interest, current tools for analysis and visualization are very limited for advanced social learning analytics, and SNA applications cannot directly process data from learning management systems. This paper presents a technical view of the design and implementation of a web services-based application that aims to overcome these limitations by extracting and processing educational data about forum interactions in online courses to generate the corresponding social graphs and enable advanced social network analysis on SNA software.

ACS Style

Julián Chaparro-Peláez; Emiliano Acquila-Natale; Santiago Iglesias-Pradas; Ignacio Suárez-Navas. A Web Services-Based Application for LMS Data Extraction and Processing for Social Network Analysis. Business Information Systems 2015, 110 -121.

AMA Style

Julián Chaparro-Peláez, Emiliano Acquila-Natale, Santiago Iglesias-Pradas, Ignacio Suárez-Navas. A Web Services-Based Application for LMS Data Extraction and Processing for Social Network Analysis. Business Information Systems. 2015; ():110-121.

Chicago/Turabian Style

Julián Chaparro-Peláez; Emiliano Acquila-Natale; Santiago Iglesias-Pradas; Ignacio Suárez-Navas. 2015. "A Web Services-Based Application for LMS Data Extraction and Processing for Social Network Analysis." Business Information Systems , no. : 110-121.

Journal article
Published: 01 July 2015 in Journal of Business Research
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ACS Style

Félix J. Pascual-Miguel; Ángel F. Agudo-Peregrina; Julián Chaparro-Peláez. Influences of gender and product type on online purchasing. Journal of Business Research 2015, 68, 1550 -1556.

AMA Style

Félix J. Pascual-Miguel, Ángel F. Agudo-Peregrina, Julián Chaparro-Peláez. Influences of gender and product type on online purchasing. Journal of Business Research. 2015; 68 (7):1550-1556.

Chicago/Turabian Style

Félix J. Pascual-Miguel; Ángel F. Agudo-Peregrina; Julián Chaparro-Peláez. 2015. "Influences of gender and product type on online purchasing." Journal of Business Research 68, no. 7: 1550-1556.

Journal article
Published: 01 June 2015 in Computers in Human Behavior
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ACS Style

Ángel Hernández-García; Inés González-González; Ana Isabel Jiménez-Zarco; Julián Chaparro-Peláez. Applying social learning analytics to message boards in online distance learning: A case study. Computers in Human Behavior 2015, 47, 68 -80.

AMA Style

Ángel Hernández-García, Inés González-González, Ana Isabel Jiménez-Zarco, Julián Chaparro-Peláez. Applying social learning analytics to message boards in online distance learning: A case study. Computers in Human Behavior. 2015; 47 ():68-80.

Chicago/Turabian Style

Ángel Hernández-García; Inés González-González; Ana Isabel Jiménez-Zarco; Julián Chaparro-Peláez. 2015. "Applying social learning analytics to message boards in online distance learning: A case study." Computers in Human Behavior 47, no. : 68-80.

Journal article
Published: 01 May 2015 in Journal of Theoretical and Applied Electronic Commerce Research
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This study proposes a service recovery model to describe how cumulative satisfaction, loyalty and word-of-mouth are affected by complaints. The model is based on the role of positive and negative emotions in satisfaction with service recovery processes, with trust acting as a mediator of the relationship between satisfaction with service recovery and cumulative satisfaction, and between positive and negative emotions, satisfaction with service recovery and loyalty. The sample for this study consists of 303 business-to-consumer e-commerce users who made a complaint after an electronic transaction. The results show that positive emotions are a key factor in satisfaction with service recovery processes; this is in contrast to the major role that negative emotions have traditionally played in these models. Furthermore, trust mediates the relationship between satisfaction with service recovery and cumulative satisfaction, and between positive emotions and loyalty. Trust has an important influence on loyalty, and cumulative satisfaction is a strong predictor of word-of-mouth. While prior satisfaction with service recovery studies usually investigated only negative emotions and satisfaction with a specific transaction, this research considers both positive and negative emotions, as well as the mediating effect of trust on the relationship between satisfaction with a specific transaction and cumulative satisfaction

ACS Style

Julián Chaparro-Peláez; Ángel Hernández-García; Alberto Urueña-López. The Role of Emotions and Trust in Service Recovery in Business-to-Consumer Electronic Commerce. Journal of Theoretical and Applied Electronic Commerce Research 2015, 10, 77 -90.

AMA Style

Julián Chaparro-Peláez, Ángel Hernández-García, Alberto Urueña-López. The Role of Emotions and Trust in Service Recovery in Business-to-Consumer Electronic Commerce. Journal of Theoretical and Applied Electronic Commerce Research. 2015; 10 (2):77-90.

Chicago/Turabian Style

Julián Chaparro-Peláez; Ángel Hernández-García; Alberto Urueña-López. 2015. "The Role of Emotions and Trust in Service Recovery in Business-to-Consumer Electronic Commerce." Journal of Theoretical and Applied Electronic Commerce Research 10, no. 2: 77-90.

Journal article
Published: 21 April 2015 in Revista Venezolana de Gerencia
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A fin de traer a la luz y argumentar un riesgo crítico, este trabajo persigue evaluar el impacto de ciertos factores actitudinales y conductuales de los usuarios finales representantes en el éxito de los ¿sistemas de información, durante su desarrollo y luego de implementados. Igualmente, se pretende evaluar la posible relación de los usuarios finales representantes con las usuales desviaciones encontradas en estos procesos. La combinación de un método estadístico con un análisis hermenéutico/dialéctico, permitió el logro de los objetivos, al estudiar un macro proyecto del tipo Enterprise Resource Planning. El estudio abarcó el universo de las empresas básicas del aluminio de Venezuela, tomando una muestra no aleatoria de conveniencia del total de desarrolladores de sistemas de información, de usuarios finales representantes líderes y ejecutivos del área de sistemas de información. Los “conocimientos de los usuarios finales representantes” mostraron el mayor impacto y se logró confirmar que el origen de serios rechazos de algunos sistemas de información por los usuarios finales apunta a los mismos usuarios finales representantes. La principal conclusión es que los usuarios finales representantes presentan un serio reto gerencial, en relación directa con pérdidas y fracasos en inversiones en sistemas de información.

ACS Style

José Calderón; Carlos Rodríguez; Julián Chaparro. Usuarios finales representantes y desarrollo e implementación de sistemas de información. Revista Venezolana de Gerencia 2015, 20, 1 .

AMA Style

José Calderón, Carlos Rodríguez, Julián Chaparro. Usuarios finales representantes y desarrollo e implementación de sistemas de información. Revista Venezolana de Gerencia. 2015; 20 (69):1.

Chicago/Turabian Style

José Calderón; Carlos Rodríguez; Julián Chaparro. 2015. "Usuarios finales representantes y desarrollo e implementación de sistemas de información." Revista Venezolana de Gerencia 20, no. 69: 1.