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This paper aims at understanding how automotive firms integrate customer relationship management (CRM) tools and big data analytics (BDA) into their marketing strategies to enhance total quality management (TQM) after the coronavirus disease (COVID-19).

A qualitative methodology based on a multiple-case study was adopted, involving the collection of 18 interviews with eight leading automotive firms and other companies responsible for their marketing and CRM activities.

Results highlight that, through the adoption of CRM technology, automotive firms have developed best practices that positively impact business performance and TQM, thereby strengthening their digital culture. The challenges in the implementation of CRM and BDA are also discussed.

The study suffers from limitations related to the findings' generalizability due to the restricted number of firms operating in a single industry involved in the sample.

Findings suggest new relational approaches and opportunities for automotive companies deriving from the use of CRM and BDA under an overall customer-oriented approach.

This research analyzes how CRM and BDA improve the marketing and TQM processes in the automotive industry, which is undergoing deep transformation in the current context of digital transformation.

The use of plagiarism detection software such as Turnitin or SafeAssign has become common in higher education. While frequently used to catch plagiarism, some institutions have used it as a learning tool to help students better understand plagiarism and the conventions of academic writing. In an international branch campus in the Middle East, a survey was given to undergraduate students, primarily second language students, on the use of Turnitin to help with their writing. Most participants found that the software helped them improve their paraphrasing skills, understand the use of citations, avoid plagiarism and, to a lesser extent, improve their language skills.

أﺻﺑ ﺢ ا ﺳﺗ ﺧدام ﺑ رﻧﺎﻣﺞ اﻟﻛﺷ ف ﻋن ا ﻻﻧﺗ ﺣﺎ ل ﻣﺛ ل Turnitin أو SafeAssign ﺷ ﺎ ﺋ ﻌًﺎ ﻓ ﻲ ا ﻟ ﺗ ﻌ ﻠ ﯾ م ا ﻟ ﻌ ﺎ ﻟ ﻲ . ﻋ ﻠ ﻰ ا ﻟ ر ﻏ م ﻣ ن ا ﺳ ﺗ ﺧ د ا ﻣ ﮭ ﺎ ﺑ ﺷ ﻛ ل ﻣﺗ ﻛرر ﻟﻠﻘﺑ ض ﻋﻠ ﻰ ا ﻻﻧﺗ ﺣﺎ ل ، ﻓﻘد ا ﺳﺗ ﺧدﻣﺗ ﮫ ﺑ ﻌ ض اﻟ ﻣؤﺳﺳﺎ ت ﻛﺄداة ﺗ ﻌﻠﯾ ﻣﯾ ﺔ ﻟ ﻣ ﺳﺎ ﻋدة اﻟ طﻼب ﻋﻠ ﻰ ﻓ ﮭم ا ﻻﻧﺗ ﺣﺎ ل ﺑ ﺷﻛل أﻓ ﺿ ل واﺗﻔﺎ ﻗﯾﺎ ت اﻟﻛﺗﺎﺑ ﺔ ا ﻷ ﻛﺎدﯾ ﻣﯾ ﺔ. ﻓ ﻲ ﺣ ر م ﻓ ر ع دو ﻟ ﻲ ﻓ ﻲ اﻟﺷ ر ق ا ﻷ و ﺳ ط ، ﺗم إ ﺟ ر ا ء د ر ا ﺳ ﺔ ا ﺳ ﺗﻘ ﺻ ﺎﺋﯾ ﺔ ﻟ ط ﻼ ب اﻟﻣر ﺣ ﻠ ﺔ اﻟﺟ ﺎ ﻣﻌﯾ ﺔ ، و ﺧ ﺎ ﺻ ﺔ ط ﻼ ب اﻟﻠ ﻐﺔ اﻟ ﺛﺎﻧﯾ ﺔ ، ﺣ و ل ا ﺳ ﺗ ﺧ دا م Turnitin ﻟﻠﻣ ﺳ ﺎ ﻋ دة ﻓ ﻲ ﻛﺗﺎﺑﺎﺗ ﮭم. و ﺟ د ﻣﻌ ظ م اﻟﻣ ﺷ ﺎ ر ﻛﯾ ن أ ن اﻟ ﺑ ر ﻧﺎ ﻣ ﺞ ﺳ ﺎ ﻋ دھ م ﻋ ﻠ ﻰ ﺗ ﺣ ﺳ ﯾ ن ﻣﮭﺎ ر ا ت إ ﻋ ﺎدة اﻟ ﺻ ﯾﺎ ﻏ ﺔ وﻓ ﮭم ا ﺳﺗ ﺧدام ا ﻻﺳﺗ ﺷﮭﺎدا ت وﺗ ﺟﻧ ب ا ﻻﻧﺗ ﺣﺎ ل وﺗ ﺣﺳﯾ ن ﻣﮭﺎ راﺗ ﮭم اﻟﻠ ﻐوﯾﺔ إﻟ ﻰ ﺣد أﻗ ل.

The aim of this research is to investigate the relationship between (dual) organizational identity and individual heuristics – simple rules and biases – in the process of strategy change. This paper offers a theory on identity reflexivity as a cognitive mechanism of strategy change in the context of organizational hybridity.

The authors draw on a 2-year ethnographic study at a Dutch social housing association dealing with the process of strategy change. The empirical data comprises of in-depth semi-structured interviews, ethnographic observations as well as secondary sources.

Conflicting identities at the organizational level influence heuristics at the individual level, since members tend to identify with their department's identity. Despite conflicting interpretations, paths of cognitive shortcuts – that the authors define as internal and external identity reflexivity – are shared by the conflicting identities.

The findings of this research are subject to limitations typical of a qualitative case-study, such as possibly being context dependent. The authors argue that this research contributes to the understanding of how individual heuristics relate to organizational heuristics, and suggest that the process of identity reflexivity can contribute to the alignment of conflicting identities enabling strategy formation in the context of a dual-identity organization.

Understanding how managers with conflicting identities achieve agreements is important to help organizational leaders to pursue sustainability-oriented strategy change.

Given the pressure experienced by mission-driven organizations to integrate multiple sustainability demands in their mission, understanding managers' decision-making mechanism when adapting to new, often conflicting, sustainability demands is important to accelerate societal sustainability transitions.

This paper addresses the process of new strategy design in the context of a socially driven business. This context fundamentally differs from the one addressed by the existing heuristics literature with respect to organizational environment and role, and specific competing demands.

This study aims to add to the understanding of the interactive nature of brand love by using a multilayer perspective that incorporates individual, group and societal contexts.

The qualitative empirical study uses abductive reasoning. Its theories and conclusions are grounded in naturally occurring data from an online brand community. The approach revealed new interactive processes of brand love.

This study extends our understanding of the interactive nature of brand love by adopting a layered perspective incorporating micro- (individual), meso- (in-group), macro- (in-group vs out-group) and mega-layer (societal) social dynamics that complements the predominant focus on individual psychological processes. It challenges the linear, monodirectional trajectory approach to brand love, suggesting that brand love is in constant flux as individuals move across the layers in their identification with the brand.

This study provides data from one destination brand in Finland. Future studies could consider other types of brands and contexts in other countries and cultures.

This study shows brand managers that brand lovers can be divided into subgroups with distinct drivers of their love to which brand managers should attend.

To the best of the authors’ knowledge, this is the first attempt to describe the interactive nature of brand love through interactions between and within four layers of brand love. Furthermore, this study enhances our understanding of the contradictory aspects of brand love.

The purpose of this paper is to analyse the impact of consumers’ perceptions of the enjoyment and originality of firm-generated content (FGC) posted on Instagram on affective customer engagement (CE). In addition, an examination is undertaken of affective CE as a driver of customer behaviour.

The paper takes a quantitative approach using a sample of 334 women followers of an eco-friendly restaurant Instagram account. After validation of the measurement scales, the hypotheses were tested through structural equation modelling. Drawing on the stimuli-organism-response framework the authors posit that consumers’ perceptions of the enjoyment and originality of Instagram posts generate affective CE, which, in turn, influences customer behaviour.

The results showed that the perceived enjoyment and perceived originality of Instagram posts generated by an eco-friendly restaurant have a positive influence on affective CE, which, in turn, affects consumers’ recommendation behaviours, intention to follow the restaurant’s advice on Instagram and intention to revisit the restaurant.

This research provides novel insights into how the perceived enjoyment and originality of FGC posted on Instagram increases women’s affective engagement and expands knowledge of how affective CE might increase positive electronic word-of-mouth, intention to follow the restaurant’s advice and repurchase intentions.

El objetivo de este trabajo es analizar el impacto de las percepciones de los consumidores sobre el disfrute y la originalidad del contenido generado por la empresa (CGE) publicado en Instagram en el engagement afectivo del cliente. Además, se examina el engagement afectivo del cliente como impulsor de su comportamiento.

El artículo adopta un enfoque cuantitativo utilizando una muestra de 334 mujeres seguidoras de la cuenta de Instagram de un restaurante ecológico. Tras la validación de las escalas de medición, las hipótesis se testaron mediante un modelo de ecuaciones estructurales. Basándonos en el marco S-O-R, se postula que las percepciones de los consumidores sobre el disfrute y la originalidad de las publicaciones de Instagram generan un engagement afectivo del cliente que, a su vez, influye en su comportamiento.

Los resultados mostraron que la percepción de disfrute y la percepción de originalidad de las publicaciones de Instagram generadas por un restaurante ecológico tienen una influencia positiva en el engagement afectivo del cliente, que, a su vez, afecta a los comportamientos de recomendación de los consumidores, la intención de seguir los consejos del restaurante en Instagram y la intención de volver a visitar el restaurante.

Esta investigación proporciona una visión novedosa sobre cómo la percepción del disfrute y la originalidad de los CGE publicados en Instagram aumenta el engagement afectivo de las mujeres, y amplía el conocimiento sobre cómo el engagement afectivo de los clientes podría aumentar la comunicación boca-oído electrónica (eCBO) positiva, la intención de seguir los consejos del restaurante y las intenciones de recompra.

本文旨在分析消费者对Instagram上发布的企业生成内容（FGC）的愉悦度和原创性的感知对情感性顾客契合的影响。此外, 本文还对作为顾客行为驱动因素之一的情感性顾客契合进行了研究。

本文采用定量方法, 以一家生态友好餐厅的Instagram账户的334名女性粉丝为研究样本。在验证了测量量表有效性后, 通过结构方程模型对假设进行了检验。基于S-O-R框架, 我们认为消费者对Instagram帖子的愉悦度和原创性的感知会产生情感性的顾客契合, 进而影响顾客行为。

研究结果显示, 消费者对生态友好餐厅在Instagram上所发帖子的愉悦度和原创性的感知对情感性顾客参与有正向影响, 而情感性顾客契合进而影响消费者在Instagram上的推荐行为、采纳餐厅建议的意愿和重访该餐厅的意愿。

这项研究对Instagram上发布的FGC的愉悦度和原创性消费者感知如何增加女性的情感契合提供了新的见解, 并扩展了关于情感性顾客契合如何增加积极的电子口碑、采纳餐厅建议的意愿和再次购买意愿的知识。