Search results
1 – 10 of 10Enterprises are increasingly taking actionable steps to transform existing business models through digital technologies for service transformation such as big data analytics…
Abstract
Purpose
Enterprises are increasingly taking actionable steps to transform existing business models through digital technologies for service transformation such as big data analytics (BDA). BDA capabilities offer financial institutions to source financial data, analyse data, insight and store such data and information on collaborative platforms for a quick decision-making process. Accordingly, this study identifies how BDA capabilities can be deployed to provide significant improvement for financial services agility.
Design/methodology/approach
The study relied on survey data from 485 banking professionals' perspectives with BDA usage, IT capability development and financial service agility. The PLS-SEM technique was used to evaluate the underlying relationship and the applicability of the research framework proposed.
Findings
Based on the empirical test from this study, distinctive BDA usage grounded on the concept of IT capability viewpoint proof that financial service agility could be enhanced provided enterprises develop technical capabilities alongside other relevant resources.
Practical implications
The study further highlights the need for financial service managers to identify BDA technologies such as data mining, query and reporting, data visualisation, predictive modelling, streaming analytics, video analytics and voice analytics to focus on financial knowledge gathering and market observation. Financial managers can also deploy BDA tools to develop a strategic road map for data management, data transferability and knowledge discovery for customised financial products.
Originality/value
This study is a useful contribution to the burgeoning discussion with emerging technologies such as BDA implication to improving enterprises operations.
Details
Keywords
New research emphasizes the importance of social communications in e-commerce purchase decision-making processes but there are many technical and social challenges such as…
Abstract
Purpose
New research emphasizes the importance of social communications in e-commerce purchase decision-making processes but there are many technical and social challenges such as multi-faceted trust concerns. How consumers view and value referent’s online testimonials, ratings, rants and raves, and product usage experiences remain an important factor that needs to be better understood. Social commerce as a relatively new stream in e-commerce yet is growing fast and gaining the attention of scholars and practitioners, especially due to recent revenue developments. Consistent with e-commerce websites that do not enable consumer feedback, trust is a challenging matter for consumers to consider when they visit social commerce websites. Researching trust models and influences is increasingly important especially with the proliferation of online word of mouth (WOM) strongly effecting many consumers at many different phases of social commerce purchase decision making and transacting. The paper aims to discuss this issue.
Design/methodology/approach
This study examines the effects and importance of institution-based trust and WOM within a model of consumer behaviour on social commerce websites. This research examines how trust and consumer feedback may affect consumers’ purchase intentions. This study collects data from the little-understood market of urban Iran and develops a research model to examine consumers’ purchase intentions on social commerce websites. A robust data set from urban Iran (n=512) is analyzed using partial least squares regression to analyze the proposed model.
Findings
The results of the analysis show that institution-based trust influences social media communication, leading to elevated purchase intention on social commerce websites. This research adds to the prior literature that espouses on the importance of consumers developing strong beliefs of vendor trust in social commerce platforms.
Originality/value
Explaining how consumer purchase decision making is effected by using institution-based trust and electronic WOM in a little understood Middle Eastern context an important contribution of this research. Suggestions on practical and theoretical developments of this research in the sharing commerce research stream conclude this paper.
Details
Keywords
Shiang-Lih Chen McCain, Jeffrey Lolli, Emma Liu and Li-Chun Lin
The study aims to analyze guest comments on the Uber Eats food delivery app (FDA) in the USA during the April–June 2020 COVID-19 pandemic lockdown period. Three aspects…
Abstract
Purpose
The study aims to analyze guest comments on the Uber Eats food delivery app (FDA) in the USA during the April–June 2020 COVID-19 pandemic lockdown period. Three aspects influencing customer satisfaction with the FDA were evaluated in this study: (1) performance on the app, (2) product quality and (3) service quality.
Design/methodology/approach
One thousand customer comments posted on the Uber Eats Google Play app from April 1 to June 30, 2020 were analyzed in this study. The text mining technique was applied to discover the hidden, but meaningful patterns from the unstructured text. Content analysis was applied to systematically analyze the text into organized categories and themes.
Findings
Among the three dimensions evaluated in this study, the most important dimension regarding customers' perceptions toward the FDA was the service quality dimension (40.02%), followed by the FDA's performance dimension (39.43%) and the product quality dimension (20.54%) was least important. Additionally, customers' perceptions towards the three dimensions were all unfavorable and there were more negative comments than the positive comments: FDAs (P/N = 0.728), product quality (P/N = 0.60) and service quality (P/N = 0.865).
Originality/value
Previous studies investigating FDAs assessed solely the performance of the app. However, customers' experience of a food delivery service is comprised of multiple components including the app, the restaurant and the delivery driver. To fill the void, this study evaluated a third-party app performance, product quality and service quality to capture the totality of customers' food delivery service experience.
Details
Keywords
Songshan (Sam) Huang, Hua Qu and Xuequn Wang
This study aims to testify the effects of green marketing on peer-to-peer (P2P) accommodation consumers’ repurchase intention and positive word-of-mouth (WOM) towards P2P…
Abstract
Purpose
This study aims to testify the effects of green marketing on peer-to-peer (P2P) accommodation consumers’ repurchase intention and positive word-of-mouth (WOM) towards P2P accommodation platforms through the mediation of trust and consumer identification.
Design/methodology/approach
A questionnaire survey was applied to collect data from a sample of 488 consumers in China who had used P2P accommodation platforms in the past six months. Partial least squares structural equation modelling was used to analyse the data.
Findings
The study found that consumers’ perception of green marketing orientation of P2P accommodation platforms significantly increased consumer trust in the platform and consumer identification with the platform, which in turn each positively influenced repurchase intention and positive WOM to the platform. Furthermore, consumer trust had a positive effect on consumer identification and both trust and identification mediated the relationship between green marketing and repurchase intention and that between green marketing and positive WOM.
Practical implications
The findings of this study provide P2P accommodation platform operators with important insights to apply green marketing and focus on consumer trust and identification in sustaining their business and coping with the intense market competition.
Originality/value
This study contributes to better understanding of the impact of green business practices on consumers in sharing economy and offers practical implications on sustainable P2P accommodation practices.
Details
Keywords
Mahmood Hajli, Julian M. Sims and Valisher Ibragimov
Since the 1970s productivity growth in most economies slowed, while information and communication technology expenditures increased: the “information technology (IT) productivity…
Abstract
Purpose
Since the 1970s productivity growth in most economies slowed, while information and communication technology expenditures increased: the “information technology (IT) productivity paradox.” Some researchers reported an end to the paradox, but this is most likely due to IT industry growth approaching the Year 2000 phenomenon. The purpose of this paper is to update IT productivity paradox research.
Design/methodology/approach
For comparability this research replicates methods employed by previous studies but employs a two-level approach: first macroeconomic indicators; second labor and multi-factor productivity.
Findings
Findings suggest IT investment has high positive correlation with gross domestic product growth, but not labor or multi-factor productivity. This ambiguity suggests the paradox is still poorly understood.
Research limitations/implications
The findings are not conclusive; the authors cannot confirm or reject the existence of the productivity paradox. The global recession and banking crisis makes it prudent to wait until recovery before analyzing data from that period.
Practical implications
Lack of convincing evidence supporting positive effects from IT investment suggests some firms benefit from IT investment, but not others, and that IT investment has questionable returns.
Social implications
Firm level studies might find IT investment benefits some firms, but lack of convincing macroeconomic level evidence of positive effects of IT investment suggests the paradox still exists.
Originality/value
This research updates the IT productivity paradox demonstrating the phenomenon is still poorly understood and thus worthy of further study, questioning the benefits of IT investment for industry and national economies.
Details
Keywords
Helen Bocking, Rebekah Russell-Bennett and Kate Letheren
The use of supportive digital technology – the provision of supportive services and self-management health tools using digital platforms – by marketers is increasing alongside…
Abstract
Purpose
The use of supportive digital technology – the provision of supportive services and self-management health tools using digital platforms – by marketers is increasing alongside research interest in the topic. However, little is known about the motivations to use these tools and which tool features provide different forms of social support (informational, emotional, instrumental, network or esteem). The purpose of this paper is thus to explore consumer perceptions of supportive healthcare self-management and preferences for different levels of interactive features as social support in a health services context.
Design/methodology/approach
A qualitative approach involving 30 semi-structured interviews with consumers interested in two common preventative health services that use supportive digital tools (SDTs) (skin-cancer checks and sexually transmitted infection checks) was undertaken. Thematic analysis was used to analyse the verbatim transcripts.
Findings
This research identified there is a lack of motivation to initiate the search for SDTs; consumers are motivated by a desire to control and monitor health concerns and avoid overuse of the health system. The findings showed a preference for social support to go beyond informational support, with a need for interactivity that personalised support in a proactive manner.
Research limitations/implications
SDTs are positively perceived by consumers as part of health services. The motivation to use these tools is complex, and the social support needed is multifaceted and preferably interactive.
Practical implications
This research assists service marketers to better design informational and instrumental support for preventative self-managed healthcare services.
Originality/value
This paper extends knowledge about the motivation and social support required from SDTs in a preventative health service context.
Details
Keywords
Yiwen Hong, Sukanlaya Sawang and Hsiao-Pei (Sophie) Yang
The focus of this study is on how online-only retailers, known as pure-play e-retailers, leverage e-commerce platforms to identify and pursue market opportunities. Through the…
Abstract
Purpose
The focus of this study is on how online-only retailers, known as pure-play e-retailers, leverage e-commerce platforms to identify and pursue market opportunities. Through the perspective of entrepreneurial marketing, this study aims to explore the influence of e-commerce technologies on the decision-making process of entrepreneurial marketing. This exploration is conducted via a case study of pure-play e-retailers based in China.
Design/methodology/approach
This study utilised a qualitative case study methodology to examine the complex processes of entrepreneurial marketing in an online environment. The study gathered detailed insights from both owner-managers and staff members of eight pure-play e-retail businesses. Additionally, the research involved a careful review of the firms' webpages and social media pages. This holistic approach facilitated a comprehensive understanding of their marketing strategies and practices.
Findings
The case study findings indicate that while many core aspects of entrepreneurial marketing remain important, there are distinct factors influencing the entrepreneurial marketing decision-making in the online marketplace. The online EM framework can be visualised as follows: (1) trend-orientated as well as innovative-orientated (2) data-orientated and entrepreneur-orientated (3) innovative-driven customer stimulation (4) orientated towards both platforms and proactiveness.
Originality/value
The paper provides an initial understanding of how digitalisation is enabling and transforming entrepreneurship in companies with high level digitalisation but low level digital development. Building on current entrepreneurial marketing literature, this paper develops an online entrepreneurial marketing framework to enhance understanding of the interaction between e-commerce technology and entrepreneurial marketing decision making.
Details
Keywords
Minhua Wu and Stern Neill
In China, with the rapid dissemination of mobile communications technology along with congested traffic and increasingly expensive transportation costs, consumers are turning to…
Abstract
Purpose
In China, with the rapid dissemination of mobile communications technology along with congested traffic and increasingly expensive transportation costs, consumers are turning to smartphone-enabled, ride-sharing services. Sharing economy requires trust in strangers. Based on trust transfer theory and a dyadic conceptualization of trust from cognitive to affective, the purpose of this study is to examine trust building through the use of Didi, a third-party, ride-sharing platform that mediates exchanges among strangers.
Design/methodology/approach
Structural equation modeling (SEM) results based on 242 observations indicate that the platform functions as an important enabler of trust, which influences a consumer's behavioral intention.
Findings
Specifically, Didi's reputation and security assurance have a positive influence on passengers' cognitive trust in drivers. There is also evidence that the interaction as mediated by the app between passengers and drivers helps the formation of affective trust, while the results do not support a relationship between cognitive and affective trust.
Originality/value
The research findings address trust transference between participants in the sharing economy and its effects, which have significant theoretical and practical implications and offer opportunities for future research in other sectors of the sharing economy.
Details
Keywords
Chenchen Weng, Martin J. Liu, Jun Luo and Natalia Yannopoulou
Drawing on the social presence theory, this study aims to explore how supplier–customer social media interactions influence supplier observers’ trust in the customers and what…
Abstract
Purpose
Drawing on the social presence theory, this study aims to explore how supplier–customer social media interactions influence supplier observers’ trust in the customers and what mechanisms contribute to variation in trust experience.
Design/methodology/approach
A total of 36 semi-structured interviews were conducted with Chinese suppliers using WeChat for business-to-business interactions. Data were analyzed in three steps: open coding, axial coding and selective coding.
Findings
Findings reveal that varied trust is based not only on the categories of social presence of interaction – whether social presence is embedded in informative interactions – but also on the perceived selectivity in social presence. Observer suppliers who experience selectivity during social and affective interactions create a perception of hidden information and an unhealthy relationship atmosphere, and report a sense of emotional vulnerability, thus eroding cognitive and affective trust.
Originality/value
The findings contribute new understandings to social presence theory by exploring the social presence of interactions in a supplier–supplier–customer triad and offer valuable insights into business-to-business social media literature by adopting a suppliers’ viewpoint to unpack the mechanisms of how social presence of interaction positively and negatively influences suppliers’ trust and behavioral responses.
Details
Keywords
Manpreet Arora and Roshan Lal Sharma
The purpose of this paper is to see how critical and vital artificial intelligence (AI) and big data are in today’s world. Besides this, this paper also seeks to explore…
Abstract
Purpose
The purpose of this paper is to see how critical and vital artificial intelligence (AI) and big data are in today’s world. Besides this, this paper also seeks to explore qualitative and theoretical perspectives to underscore the importance of AI and big data applications in multi-sectoral scenarios of businesses across the world. Moreover, this paper also aims at working out the scope of ontological communicative perspectives based on AI alongside emphasizing their relevance in business organizations that need to survive and sustain with a view to achieve their strategic goals.
Design/methodology/approach
This paper attempts to explore the qualitative perspectives to build a direction for strategic management via addressing the following research questions concerned with assessing the scope of ontological communicative perspectives in AI relevant to business organizations; exploring benefits of big data combined with AI in modern businesses; and underscoring the importance of AI and big data applications in multi-sectoral scenarios of businesses in today’s world. Employing bibliometric analysis along with NVivo software to do sentiment analysis, this paper attempts to develop an understanding of what happens when AI and big data are combined in businesses.
Findings
AI and big data have tremendous bearing on modern businesses. Because big data comprises enormous information of diverse sorts, AI-assisted machines, tools and devices help modern businesses process it quickly, efficiently and meaningfully. Therefore, business leaders and entrepreneurs need to focus heavily on ontological and communicative perspectives to deal with diverse range of challenges and problems particularly in the context of recent crises caused by COVID-19 pandemic.
Research limitations/implications
There is hardly any arena of human activity wherein AI and big data are not relevant. The implication of this paper is that of combining both well so that we may find answers to the difficult and challenging multi-sectoral scenarios concerning not just businesses but life at large. Moreover, automated tools based on AI such as natural language processing and speech to text also facilitate meaningful communication at various levels not just in business organizations but other fields of human activities as well.
Social implications
This paper has layered social implications, as it conceptually works out as to how strategically we may combine AI and big data to benefit modern business scenarios dealing with service providers, manufacturers, entrepreneurs, business leaders, customers and consumers. All the stakeholders are socio-culturally and contextually rooted/situated, and that is how this study becomes socially relevant.
Originality/value
This paper is an original piece of research and has been envisioned in view of the challenging business scenarios across the world today. This paper underscores the importance of strategically combining AI and big data, as they have enormous bearing on modern businesses. The insights arrived at in this paper have implications for business leaders and entrepreneurs across the globe who could focus more on ontological and communicative perspectives of AI combined with Big Data to deal with diverse range of challenges and problems that modern businesses have been facing particularly in recent times.
Details