Juan Carlos Bustamante

@egade.tec.mx

Assistant Professor, Department of Marketing and Business Analytics
Tecnologico de Monterrey - EGADE Business School

Juan Carlos Bustamante


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https://researchid.co/jucbustam

RESEARCH, TEACHING, or OTHER INTERESTS

Marketing, Decision Sciences, Strategy and Management
9

Scopus Publications

748

Scholar Citations

8

Scholar h-index

7

Scholar i10-index

Scopus Publications

  • The Mediating Role of CRM Capabilities in Marketing and Sales Collaboration: Evidence from B2B SMEs in Mexico
    Juan Carlos Sosa-Varela, Juan Carlos Bustamante, Fabiola Monje-Cueto, Jorge Bullemore-Campbell
    Journal of Business to Business Marketing, 2026
  • Leveraging CRM Capabilities for Enhanced Relationship Maintenance and Performance: Empirical Insights from Latin America’s Business-to-Business Sector
    Juan Carlos Bustamante, Juan Carlos Sosa-Varela, Jorge Bullemore-Campbell, Fabiola Monje-Cueto
    Journal of Relationship Marketing, 2025
  • From entrepreneurial intention to behaviour: The influence of a cross-cultural factor
    Raquel Puente Castro, Juan Carlos Bustamante, Edgar Izquierdo
    International Journal of Entrepreneurial Venturing, 2022
  • A transformative perspective of financial services for the unbanked
    Juan Bustamante, Adriana Amaya
    Journal of Services Marketing, 2020
    Purpose This paper aims to examine the factors that affect financial services design of and their effect on the improvement of the unbanked customer well-being. Design/methodology/approach The authors use a path analysis to examine customer well-being integration in the activities of service organizations. The theoretical estimation model was conducted using a structural equation model with maximum likelihood estimation. To build a more robust model that explains customer well-being, direct and indirect effects are used in the estimation of the research model. Findings Perceived customer support and interaction with the storekeeper are two major factors that, positively, influence trust and customer participation (CP). In addition, CP plays a key role in enhancing financial empowerment and thereby in the production of greater customer well-being. Originality/value This study sheds light on the positive effects that the design of services has on customer well-being and exposes the underlying mechanisms that contribute to customer well-being through CP. It also provides a unique financial service format and specific strategies for managing trust and CP to enhance individual well-being in the unbanked population in a developing country.
  • Know your customer: Detection of Customer Experience (CX) in Social Platforms using Text Categorization
    Leonardo Kuffo, Carmen Vaca, Edgar Izquierdo, Juan Carlos Bustamante
    Proceedings 2018 IEEE International Conference on Big Data Big Data 2018, 2018
    Customers nowadays are one online post away from their stores, specially when it comes to post-shopping experiences. This translates to large amounts of text messages to evaluate and process for big brands that aim to maintain a good quality of service as well as a digital channel of communication for their customers. Automating the understanding of this text data poses questions such as how large the corpus should be and which are the best algorithms to discriminate whether a social media post is related or not to customer experience (CX). In order to help answering these questions, first, we get hold of posts from three different platforms: Foursquare (77K) , Twitter (153K) and Facebook (2.2M). Such posts are directed to brands ranked in the ForeSee CX Index and the Forrester CX Index rankings. Second, we build a binary classifier using different algorithms to identify customer experience posts on a social platform. The accuracy of the best performing setting is 86.4% for Facebook and 91.2% for Twitter. Third, we explore the effect of increasing the number of training samples, and how a plateau is reached after 5K posts. Finally, we conduct experiments using different combinations of n-grams as features for the text mining process. As a result we observe that uni-grams and bi-grams are the best combination when we need to choose features for a classifier discriminating customer experience social media posts on Twitter and a combination of up to four-grams on Facebook.
  • Mining Worldwide Entrepreneurs Psycholinguistic Dimensions from Twitter
    Leonardo Kuffo, Carmen Vaca, Edgar Izquierdo, Juan Carlos Bustamante
    2018 5th International Conference on Edemocracy and Egovernment Icedeg 2018, 2018
    Entrepreneurs have been subjects of great interest among researchers since they are commonly recognized as important players for economic growth worldwide. A variety of studies have already been conducted, in which entrepreneurs motivations, emotions, choices, income, behavior, personality, and thinking, amongst others, were analyzed. However, little has been investigated about the interactions of entrepreneurs within the context of online social networks, and even less at a geographical level where they develop their duties. Two of the well-known organizations in the world, the Global Entrepreneurship Monitor (GEM) Consortium and the Global Entrepreneurship and Development Institute (GEDI), provide valuable insights about the entrepreneurial activity and the countries' entrepreneurship ecosystems, based on several dimensions. Yet, none of such dimensions have taken into account the speech of entrepreneurs in social media, and the reproducibility of such studies presents considerable limitations as they are very costly and highly demanding. The present study proposes a framework to fetch users, grouped by their country of residence, from a target community in the micro-blogging platform Twitter. By using natural language processing and data mining techniques over psycholinguistic dimensions present on 219M posts, authored by 135K entrepreneurs of 65 countries, we found significant differences in their speech. Results indicate that African entrepreneurs show higher scores regarding negative emotions than the rest of the entrepreneurs' population. In addition to this, we found that entrepreneurs from developed countries exhibit higher scores in positive emotions than other entrepreneurs in the world.
  • Measuring customer experience in physical retail environments
    Juan Carlos Bustamante, Natalia Rubio
    Journal of Service Management, 2017
    Purpose In a world where customer empowerment is continuously increasing and changing the service landscape, retailers must provide memorable shopping experiences to retain and attract new customers. When customers decide to go shopping in physical stores, they expect to enjoy their visit, experiencing cognitive, affective, social, and physical responses evoked by in-store stimuli. The purpose of this paper is to propose and validate a scale to measure in-store customer experience (ISCX). Design/methodology/approach This study’s theoretical review of customer experience (CX) demonstrates that a formative model provides the best structure for measuring the construct ISCX. Furthermore, the study follows the guidelines for rigorous construction of a formative scale, which include three main stages: generation of items, scale purification, and assessment of scale validity and reliability. Findings The results provide evidence that a formative third-order scale with a reflective second-order dimension (social experience) and three reflective first-order dimensions (cognitive, affective, and physical experience) has satisfactory psychometric properties. The findings also provide useful information on the effect of the ISCX scale on key performance variables such as satisfaction and loyalty to the store. Originality/value The ISCX scale proposed constitutes a useful multi-concept diagnostic tool for use by retailers to create fully experiential shopping environments with differential value for the customer. By providing a complete, robust, precise measure of CX in a retail environment, the scale gives researchers a structured way to examine the causes and consequences of CX in retail.
  • Estimation and goodness-of-fit in latent trait models: A comparison among theoretical approaches
    Juan Carlos Bustamante, Edixon Chacón
    Statistical Methodology, 2016
  • Use of mediating and moderating variables in explaining consumer loyalty in service environments
    Juan Carlos Bustamante
    Estudios Gerenciales, 2015
    El presente artículo tiene por objeto desarrollar un modelo que permita explicar la lealtad del consumidor en un ámbito de servicios al incorporar al análisis variables mediadoras y moderadoras del comportamiento del consumidor. Para contrastar el modelo se realizó un estudio a consumidores de telefonía móvil y televisión por suscripción en Venezuela, a partir de lo cual se realizó una estimación mediante modelos de estructura de covarianza. La investigación produjo un modelo que demuestra la importancia del uso de variables mediadoras (valor percibido y confianza) en la predicción de la lealtad del consumidor en ambientes de servicio. El efecto moderador que produce la aversión a la pérdida quedó reflejado principalmente en el valor percibido y la confianza del consumidor, afectando así a las variables resultado, satisfacción y lealtad

RECENT SCHOLAR PUBLICATIONS

  • Leveraging CRM Capabilities for Enhanced Relationship Maintenance and Performance: Empirical Insights from Latin America’s Business-to-Business Sector
    J Bustamante, J Sosa-Varela, J Bullemore-Campbell, F Monje-Cueto
    Journal of Relationship Marketing, 1-34 , 2025
    2025
    Citations: 1
  • Banco del Barrio: Towards a Transformative Service Platform?
    J Bustamante, J Rodríguez, A Amaya
    https://hbsp.harvard.edu/product/SKE209-PDF-ENG?Ntt=banco%20del%20barrio , 2023
    2023
  • Una aproximación hacia una construcción teórica del valor de vida del cliente (Customer Lifetime Value-CLV) en el canal moderno en el Ecuador y su desarrollo práctico en la …
    A Pinzón, N Loiza, J Bustamante
    Doctoral dissertation, Tesis Postgrado). Escuela Superior Politécnica Del … , 2023
    2023
    Citations: 3
  • Virtual Assistants to bring geospatial information closer to a smart citizen
    V Morocho, R Achig, J Bustamante, F Mendieta
    2022 IEEE Sixth Ecuador Technical Chapters Meeting (ETCM), 01-06 , 2022
    2022
    Citations: 10
  • From Entrepreneurial Intention to Behaviour: The Influence of a Cross-Cultural Factor
    J Bustamante, R Puente, E Izquierdo
    International Journal of Entrepreneurial Venturing 14 (6), 645-663 , 2022
    2022
    Citations: 3
  • A transformative perspective of financial services for the unbanked
    J Bustamante, A Amaya
    Journal of Services Marketing 34 (2), 193-205 , 2020
    2020
    Citations: 19
  • Know your customer: detection of customer experience (CX) in social platforms using text categorization
    L Kuffo, C Vaca, E Izquierdo, JC Bustamante
    2018 IEEE International Conference on Big Data (Big Data), 4086-4094 , 2018
    2018
    Citations: 2
  • Automated Detection of Customer Experience through Social Platforms
    J Bustamante, L Kuffo, E Izquierdo, C Vaca
    2nd International Conference on Advanced Research Methods and Analytics … , 2018
    2018
    Citations: 1
  • Mining worldwide entrepreneurs psycholinguistic dimensions from Twitter
    L Kuffó, C Vaca, E Izquierdo, JC Bustamante
    2018 International Conference on eDemocracy & eGovernment (ICEDEG), 179-186 , 2018
    2018
    Citations: 6
  • Big Data Sources for Private Consumption Estimation: Evidence from Credit and Debit Card Records
    J Bustamante, L Kuffo, E Izquierdo, C Vaca
    2nd International Conference on Advanced Research Methods and Analytics … , 2018
    2018
  • Measuring customer experience in physical retail environments
    JC Bustamante, N Rubio
    Journal of service management 28 (5), 884-913 , 2017
    2017
    Citations: 509
  • In Store Customer Experience: a First Approximation in the Construction of a Scale.
    J Bustamante, N Rubio
    The Association for Consumer Research (ACR) Latin American Advances 4, 76_80 , 2017
    2017
    Citations: 5
  • In-store Customer Experience: Measurement and economic-relations effects
    J Bustamante, N Rubio
    International Marketing Trends Conference 2017, 19 , 2017
    2017
  • Estimation and goodness-of-fit in latent trait models: A comparison among theoretical approaches
    JC Bustamante, E Chacón
    Statistical methodology 33, 83-95 , 2016
    2016
    Citations: 3
  • Use of mediating and moderating variables in explaining consumer loyalty in service environments
    JC Bustamante
    Estudios Gerenciales 31 (136), 299-309 , 2015
    2015
    Citations: 12
  • Use of mediating and moderating variables in explaining consumer loyalty in service environments
    JC Bustamante
    Estudios Gerenciales 31 (136), 299-309 , 2015
    2015
  • Uso de variables mediadoras y moderadoras en la explicación de la lealtad del consumidor en ambientes de servicios
    JC Bustamante
    Estudios Gerenciales 31 (136), 299-309 , 2015
    2015
    Citations: 109
  • La experiencia del consumidor en el establecimiento: Medición y efectos económicos-relacionales para el minorista
    JC Bustamante Urbina
    La experiencia del consumidor en el establecimiento: Medición y efectos … , 2014
    2014
  • La experiencia del consumidor en el establecimiento: Medición y efectos económicos-relacionales para el minorista
    JCB Urbina
    Universidad Autónoma de Madrid , 2014
    2014
  • Escala del orgullo regional fronterizo: una aproximación desde la frontera Táchira (Venezuela)–Norte de Santander (Colombia)
    EJ Chacón, ANAM BUSTAMANTE, JC BUSTAMANTE, LJ CARABALLO
    Aldea mundo 19 (37), 51-61 , 2014
    2014
    Citations: 2

MOST CITED SCHOLAR PUBLICATIONS

  • Measuring customer experience in physical retail environments
    JC Bustamante, N Rubio
    Journal of service management 28 (5), 884-913 , 2017
    2017
    Citations: 509
  • Uso de variables mediadoras y moderadoras en la explicación de la lealtad del consumidor en ambientes de servicios
    JC Bustamante
    Estudios Gerenciales 31 (136), 299-309 , 2015
    2015
    Citations: 109
  • Crecimiento económico, nuevos negocios y actividad emprendedora
    JC Bustamante
    Visión gerencial 3 (1), 3-15 , 2004
    2004
    Citations: 36
  • A transformative perspective of financial services for the unbanked
    J Bustamante, A Amaya
    Journal of Services Marketing 34 (2), 193-205 , 2020
    2020
    Citations: 19
  • Use of mediating and moderating variables in explaining consumer loyalty in service environments
    JC Bustamante
    Estudios Gerenciales 31 (136), 299-309 , 2015
    2015
    Citations: 12
  • Virtual Assistants to bring geospatial information closer to a smart citizen
    V Morocho, R Achig, J Bustamante, F Mendieta
    2022 IEEE Sixth Ecuador Technical Chapters Meeting (ETCM), 01-06 , 2022
    2022
    Citations: 10
  • Modelo dinámico para la generación de pronóstico usando redes neurales artificiales (RNA)
    M Vera, J Bustamante
    Visión Gerencial, 130-142 , 2007
    2007
    Citations: 10
  • Análisis de percepciones sobre la competitividad territorial de tres municipios fronterizos de Norte de Santander y Táchira
    AM Bustamante, JC Bustamante
    Aldea Mundo 13 (25), 13-24 , 2008
    2008
    Citations: 8
  • Mining worldwide entrepreneurs psycholinguistic dimensions from Twitter
    L Kuffó, C Vaca, E Izquierdo, JC Bustamante
    2018 International Conference on eDemocracy & eGovernment (ICEDEG), 179-186 , 2018
    2018
    Citations: 6
  • In Store Customer Experience: a First Approximation in the Construction of a Scale.
    J Bustamante, N Rubio
    The Association for Consumer Research (ACR) Latin American Advances 4, 76_80 , 2017
    2017
    Citations: 5
  • Validación de la escala confianza en la marca y su aplicación al estudio de las intenciones de comportamiento en un ámbito de servicios
    JCB Urbina
    Visión Gerencial, 279-303 , 2012
    2012
    Citations: 4
  • Una aproximación hacia una construcción teórica del valor de vida del cliente (Customer Lifetime Value-CLV) en el canal moderno en el Ecuador y su desarrollo práctico en la …
    A Pinzón, N Loiza, J Bustamante
    Doctoral dissertation, Tesis Postgrado). Escuela Superior Politécnica Del … , 2023
    2023
    Citations: 3
  • From Entrepreneurial Intention to Behaviour: The Influence of a Cross-Cultural Factor
    J Bustamante, R Puente, E Izquierdo
    International Journal of Entrepreneurial Venturing 14 (6), 645-663 , 2022
    2022
    Citations: 3
  • Estimation and goodness-of-fit in latent trait models: A comparison among theoretical approaches
    JC Bustamante, E Chacón
    Statistical methodology 33, 83-95 , 2016
    2016
    Citations: 3
  • Reseña de" Transformaciones Globales. Política, Economía y Cultura" de David Held, Anthony McGrew, David Goldblatt y Jonathan Perraton
    JC Bustamante
    Aldea Mundo 8 (16), 107-108 , 2004
    2004
    Citations: 3
  • Know your customer: detection of customer experience (CX) in social platforms using text categorization
    L Kuffo, C Vaca, E Izquierdo, JC Bustamante
    2018 IEEE International Conference on Big Data (Big Data), 4086-4094 , 2018
    2018
    Citations: 2
  • Escala del orgullo regional fronterizo: una aproximación desde la frontera Táchira (Venezuela)–Norte de Santander (Colombia)
    EJ Chacón, ANAM BUSTAMANTE, JC BUSTAMANTE, LJ CARABALLO
    Aldea mundo 19 (37), 51-61 , 2014
    2014
    Citations: 2
  • Propuesta de un clúster de manufacturas de cuero en la Zona de Integracion Fronteriza Táchira-Norte de Santander
    JC Bustamante
    Aldea Mundo 13 (25), 55-69 , 2008
    2008
    Citations: 2
  • Leveraging CRM Capabilities for Enhanced Relationship Maintenance and Performance: Empirical Insights from Latin America’s Business-to-Business Sector
    J Bustamante, J Sosa-Varela, J Bullemore-Campbell, F Monje-Cueto
    Journal of Relationship Marketing, 1-34 , 2025
    2025
    Citations: 1
  • Automated Detection of Customer Experience through Social Platforms
    J Bustamante, L Kuffo, E Izquierdo, C Vaca
    2nd International Conference on Advanced Research Methods and Analytics … , 2018
    2018
    Citations: 1