In this article, the impact of strategic orientations on the use of digital marketing tactics and, subsequently, on the international business performance of small electronic retailers (e-retailers) in cross-border electronic commerce (e-commerce) is analysed. Furthermore, these relationships are compared between e-retailers originating in both developed and emerging e-commerce markets. Using a sample of 446 small business-to-consumer e-retailers from 20 European countries, we find that the deployment of digital marketing tactics has a positive effect on international business performance. Of the strategic orientations examined, foreign market orientation is most associated with the use of digital marketing tactics. Remarkably, growth orientation only has a positive effect on e-retailers from developed e-commerce markets, while customer orientation negatively affects e-retailers from emerging e-commerce markets. The differences between e-retailers from developed and emerging e-commerce markets are prominent and show that markets should not be considered as either uniform or generalisable.
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(English below)Esta investigación estudia las características de los comentarios que logran más impacto en un entorno digital. Se emplea una metodología cualitativa que analiza los 50 mensajes con más likes del foro de una noticia, publicada en Marca.com, en la que el jugador del Real Madrid Vinicius Junior denuncia los episodios racistas sufridos en los estadios de fútbol españoles. Se tienen en cuenta las emociones expresadas por los autores, así como las estrategias retóricas y argumentales utilizadas en los comentarios. Se concluye que los mensajes escritos con empatía, aunque estén en contra de la opinión mayoritaria, pueden tener cierto impacto si formulan un argumento dual que reconoce las opiniones contrarias como valiosas en algún punto, incluso sin validarlas. En el análisis de la eficacia de los mensajes se observa que lo distinto se premia, como aportar un dato inesperado de forma inteligente (ironía) o presentar una opinión contraria a lo que se espera por pertenecer a un determinado grupo (afiliación):en este último caso el comentario resulta más auténtico y, por lo tanto, es más impactante. Se demuestra también que la percepción de los mensajes es compleja y que algunos elementos o rasgos que habitualmente se consideran eficaces pueden no serlo. Así sucede con los comentarios breves, que no siempre tienen trascendencia y pueden aparecer como inconsistentes si no incluyen una argumentación. Tampoco la diversidad o la acumulación de argumentos es positiva en cualquier circunstancia: compensa más usar los argumentos por separado para no distraer del objetivo persuasivo. This research examines the characteristics of comments that achieve the greatest impact in a digital environment. A qualitative methodology is used to analyse the 50 most liked messages in the forum discussion prompted by a news article published on the Spanish sports newspaper Marca.com. The article focuses on Real Madrid player Vinicius Junior’s denunciation of racist incidents in Spanish football stadiums. This study considers the emotions expressed by the authors, as well as the rhetorical and argumentative strategies employed in the comments. The findings suggest that messages written with empathy, even when opposing the opinion of the majority, can have a significant impact if they present a dual argument that acknowledges opposing views as valuable in some respects, even without validating them. The analysis reveals that originality is rewarded, such as introducing an unexpected fact in an intelligent manner (e.g., irony) or expressing an opinion contrary to expectations based on group belonging (affiliation). In the latter case, the comment appears more authentic and, therefore, more impactful. The study also demonstrates that the perception of messages is complex, and some elements traditionally considered effective may not always be so. For example, brief comments do not always carry weight and can come across as inconsistent if they lack sufficient argumentation. Similarly, the diversity or accumulation of arguments is not universally positive; it is often more effective to present arguments separately to avoid distracting from the persuasive objective.
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This study explores the relationship between second-hand fashion retailers’ marketing tactics and the purchasing drivers of Generation Z (GenZ) consumers, defined as individuals born between the mid-1990s and early 2010s, in the Netherlands. This study aims to identify areas of alignment and misalignment between retailer marketing tactics and GenZ motivations. The study identifies five key gaps between retailers’ perspectives and those of GenZ consumers: (1) a misalignment of focus on rational and emotional drivers, (2) a convenience – expectations gap for offline retailers, (3) a trust gap for inexperienced consumers, (4) a digital disconnect for thrift stores and (5) a market segmentation perception gap. By offering a nuanced understanding of retailers’ marketing tactics and GenZ’s drivers to purchase second-hand fashion, this study offers a unique perspective while applying the SHIFT framework to the second-hand fashion context. The findings provide actionable insights for retailers aiming to better align.
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