La implicación del cliente: compilación teórica
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Publicado
18-09-2018
Manuel Ortigueira Bouzada
Rosario Vázquez Carrasco
Resumen
En el presente trabajo llevamos a cabo una delimitación del constructo implicación, para lo que nos introducimos en los siguientes aspectos:
a) conocer el origen de su estudio, así como los diferentes marcos conceptuales de abordaje;
b) eliminar posibles confusiones con otros conceptos (por ejemplo, entre la implicación y la motivación);
c) conocer sus determinantes, dimensiones y consecuencias;
d) abordar el debate existente en torno a su conceptualización así como la posible unión entre diferentes posturas.
Cómo citar
Ortigueira Bouzada, M., & Vázquez Carrasco, R. (2018). La implicación del cliente: compilación teórica. Cuadernos De Gestión, 5(1), 89–102. https://doi.org/10.5295/cdg.19175mo
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Keywords
Implicación, antecedentes, dimensiones, consecuencias, debate
References
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BATRA, R. y AHTOLA, O.T. (1991): «Measuring the Hedonic and Utilitarian Sources of Consumer Attitudes», Marketing Letters, 2 (2), pp. 159-170.
BEATTY, S.E. y SMITH, S.M. (1987): «External Search Effort: An Investigation across Several Product Categories», Journal of Consumer Research, 14 (junio), pp. 83-95.
BEATTY, S.E., HOMER, P. y KAHLE, L.R. (1988): «The Involvement-Commitment Model: Theory and Implications», Journal of Business Research, 16 (2), pp. 149-167.
BEHARRELL, B. y DENNISON, T.J. (1994): «Involvement in a Routine Food Shopping Context», British Food Journal, 97 (4), pp. 24-29.
BERGER, D. (1986): «Theory into Practice: The FCB Grid», European Research, pp. 35-46.
BLOCH, P.H. (1981): «An Exploration into the Scaling of Consumers´ Involvement with a Product Class», Advances in Consumer Research, 8, pp. 61-65.
BLOCH, P.H. (1982): «Involvement beyond the Purchase Process: Conceptual Issues and Empirical Investigation», Advances in Consumer Research, 9, pp. 413-417.
BLOCH, P.H. y RICHINS, M.L. (1983): «A Theoretical Model for the Study of Product Importance Perceptions», Journal of Consumer Research, 13 (junio), pp. 119-126.
BLOCH, P.H., SHERRELL, D.L. y RIDGEWAY, N.M. (1986): «Consumer Search: An Extended Framework», Journal of Consumer Research, 13 (junio), pp. 119-126.
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CALDER, B. (1979): «When Attitudes Follow Behavior: A Self-Perception/Dissonance Interpretation of Low Involvement», Attitude Research Plays for High Stakes, Chicago, AMA, 25-36.
CELSI, R.L. y OLSON. J.C. (1988): «The Role of Involvement in Attention and Comprehension Process», Journal of Consumer Research, 15 (Septiembre), pp. 210-233.
CHERIF, H.B.M. (2001) : «L´Implication du Consommateur et ses Perspectives Stratégiques», Recherche et Applications en Marketing, 16 (1), pp. 65-85.
CHOMBART DE LAUWE, M. (1979) : «Un Monde Autre: L´Enfance». Paris, Payot.
CLARKE, K. y BELK, R.W. (1978): «The Effects of Product Involvement and Task Definition on Anticipated Consumer Effort», Advances in Consumer Research, 5, 313-318
COHEN, J.C. (1983), «Involvement and You: 1000 Great Ideas», Advances in Consumer Research, 10, pp. 325-328.
COHEN, M. (2000): «Consumer Involvement-Driving Up The Cost», Consumer Policy Review, London, 10 (4), pp. 122-125.
COREY, L.G. (1971): «People Who Claim to Be Opinion Leaders: Identifying their Characteristics By Self-Report», Journal of Marketing, 35, (invierno), pp. 48-53.
DAY, G.S. (1970): Buyer Attitudes and Brand Choice Behavior, New York, The Free Press.
DHAR, R. y WERTERNBROCH, K. (2000): «Consumer Choice between Hedonic and Utilitarian Goods», Journal of Marketing Research, 37, 1, pp. 60-71.
DUBOIS, B. y ROVIRA, R.C. (1998): Comportamiento del Consumidor: Comprendiendo al Consumidor. Prentice Hall, 2.ª Edición.
ENGEL, J.F. y BLACKWELL, R.D. (1982): Consumer Behavior, New York: Dryden Press.
ENGEL, J.F. y LIGHT, M.L. (1968): «The Role of Psychological Commitment in Consumer Behavior: An Evaluation of the Theory of Cognitive Dissonance», Application of the Sciences in Marketing Management. New York, Wiley and Sons, pp. 179-206.
EVANS, R.H. (1993): «Customers´ Involvement and the Replacement Cycle», Psychological Reports, 72, pp. 1087-1090.
EVRARD, Y. y AURIER, P. (1996): «Identification and Validation of the Components of the Person-Object Relationship», Journal of Business Research, 37, pp. 127-134.
FINN, W.F. (1982): «It Is Time to Lay the Low-Involvement Hierarchy to Rest», Proceedings of the Association for Consumer Research, 13th Conference, pp. 99-102.
FLYNN, L. y GOLDSMITH, R. (1993): «A Causal Model of Consumer Involvement: Replication and Critique», Journal of Social Behavior and Personality, 8 (6), pp. 129-142.
GOLDSMITH, R. E. (1995): «The Domain Specific Innovativeness Scale: Theoretical and Practical Dimensions», Association for Marketing Theory and Practice Proceedings, 4, 177-182, citado en Goldsmith, R.E. (2002), «Explaining and Predicting Consumer Intention to Purchase Over the Internet: An Exploratory Study», Journal of Marketing Theory and Practice, primavera, pp. 22-28.
GOLDSMITH, R.E. (1996): «Consumer Involvement: Concepts and Research», Academy of Marketing Science. Journal, 24 (3), pp. 281-283.
GORDON, I.H. (1998): Relationship Marketing. Etobicoke, Ontario: John Wiley and Sons.
GREENWALD, A.G. y LEAVITT, C. (1984): «Audience Involvement in Advertising: Four Levels», Journal of Consumer Research, 11 (junio), pp. 581-592.
GREENWALD, A.G., LEAVITT, C. y OBERMILLER, C. (1980): «What Is Low Consumer Involvement?», Paper Presented in the «American Psychological Association», Montreal.
HIGIE, R. y FEICK, L. (1989): «Enduring Involvement: Conceptual and Measurements Issues», Advances in Consumer Research, 16, pp. 690-696.
HOLBROOK, M. y HIRSCHMAN, E. (1982): «The Experiential Aspects of Consumptions: Consumer Fantasies, Feeling and Fun», Journal of Consumer Research, 9, 2, pp. 132-140.
HOUSTON, M. y ROTHSCHILD, M.L. (1978), «Conceptual and Methodological Perspectives on Involvement», Research Frontiers in Marketing: Dialogues and Directions, pp. 184-187.
HOWARD, J.A. y SHETH, J.N. (1969): The Theory of Buyer Behavior. John Wiley and Sons, New York.
JAIN, K. y SRINIVASAN, N. (1990): «An Empirical Assessment of Multiple Operationalizations of Involvement», Advances in Consumer Research, 17, pp. 594-602.
JENSEN, T.D., CARLSON, L. y TRIPP, C. (1988): «The Dimensionality of Involvement: An Empirical Test», Advances in Consumer Research, 16, pp. 680-689.
JOHNSON, B.T. y EAGLY, A.H. (1989): «Effects of Involvement on Persuasion: A Meta-analysis», Psychological Bulletin, 106, pp. 290-314.
JOHNSON, B.T. y EAGLY, A.H. (1990): «Involvement and Persuasion: Types, Traditions and the Evidence», Psychological Bulletin, 107, pp. 375-384.
KALLICK, M., NEARBY, J. Y SHAFFER, J. (1974): «The Dimensions of Brand Consistent Behavior», Advances in Consumer Research, 17, pp. 594-602.
KIESLER, C.A., COLLINS, B.E. y MILLER, N. (1969): «Attitude Change», New York: John Wiley and Sons Knox, S. (1998), «Loyalty-Based Segmentation and the Customer Development Process», European Management Journal, 16 (6), pp. 729-737.
KNOX, S., WALKER, D. y MARSHALL, C. (1994): «Measuring Consumer Involvement with Grocery Brands: Model Validation and Scale-Reliability Test Procedures», Quantitative Methods in Marketing, pp. 137-152.
KRUGMAN, H.E. (1965): «The Impact of Television Advertising: Learning without Involvement», Public Opinion Quarterly, 29 (otoño), pp. 349-356.
KRUGMAN, H.E. (1968): «The Measurement of Advertising Involvement», Public Opinion Quarterly, 32, pp. 583-596.
LAAKSONEN, P. (1994): Consumer Involvement Concepts and Research, Routledge, Londres.
LASTOVICKA, J.L. (1979): «Questioning the Concept of Involvement Defined Product Classes», Advances in Consumer Research, 6, pp. 174-179.
LASTOVICKA, J.L. y GARDNER, S.M. (1979): «Components of Involvement», Attitude Research Plays for High Stakes, American Marketing Association, Chicago, pp. 53-73.
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