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The purpose of this research is to understand the practices of electronic customer relationship management (eCRM) and to establish a process model for online customers' relational assets creation.

Through a case study of a Taiwanese securities company, qualitative data are gathered on the process where online customers' relational assets evolved. This research is primarily based on 20 interviews of the case company. Four managers from the other two securities brokerage companies are also consulted in order to validate and complement the collected information.

The model reveals the relational assets creation as a four‐phase process: establish online relational tie, identify the features of online customers, enhance self‐determined behavior, and exploit research & development advantage for long‐term relationships.

In presenting an integrated view of the relational assets creation issue of eCRM has served as a step in establishing a process model. For each phase of the model, key managerial activities were identified that may facilitate online relationship building. The implications of the lessons learned and its future research directions are also discussed.

This chapter examines the impact of economic policy uncertainty (EPU) on bank profitability, using a sample of US banks from 2001 to 2016. We find a robust negative relationship between the aggregate level of policy uncertainty and bank profitability. The channel analysis shows that policy uncertainty can significantly reduce loan growth and increase the nonperforming loan ratio. More importantly, we find critical evidence that bank capital can improve the impact of policy uncertainty on the bank's economic performance and operation. Overall, this chapter has an important policy implication: policymakers can reduce the adverse effect of policy uncertainty on the banking industry through measures to stabilize bank capital adequacy.

This chapter examines herd behavior across national borders. A dynamic latent factor model with Gibbs sampling is used to decompose the national herd behavior into the world, regional, and country-specific components. Testing the daily data from 2000 through 2014 for 47 countries, we find that the impact of world factor on national herd behavior is short-lived. This study indicates that world and regional factors play a significant role in explaining the variations of national herd behavior, constituting 33% of the herding variability. The significance of world and regional components is likely to produce a biased herding estimator.

The national logistics policy report published by Ministry of Land, Infrastructure and Tourism in 2011 proposes to establish international logistics strategy teams in 10 different regions around Japan to satisfy the increasing demand for advance transportation infrastructure and stay competitive in Asia Pacific. The globalization of world economies creates many opportunities as well as challenges for international logistics companies to gain more business chances in this changing environment. The purpose of this paper is to improve service quality of international logistics companies and explores the quality function deployment in terms of quality evaluation method. The logistics service is particularly characterized by offering a series of transport solution and including other logistics activities. The major customers of the logistics services are the industrial clients. The customer satisfaction is key managerial mission since the competitiveness is a growing issue in this industry. The quality function deployment is one of the unique procedures to expose the requirements of customer and transform them into managerial tasks by cross correlation analysis between requirements and technical measures. The empirical study is performed to investigate service quality of the logistics industry by focusing on a group of leading logistics companies.

The current challenges experienced by all nations promote the trade-off between the increase in economic performance and the protected environment. The investigation based on the energy economy has become an irreplaceable topic to determine the correct path for minimizing the trade-off cost. Within this scope, this study has been performed to investigate the causality nexus between the exports indicators (aggregated exports and the ICT exports) and the energy consumption (renewable and nonrenewable energy consumption of the selected five emerging countries. The Dumitrescu–Hurlin panel causality analysis is performed on the annual data between 2000 and 2014. As a consequence of the evidence, it is documented that there are various causality relationships between the exports and the energy consumption indicators in the light of the performed analysis at different lags. However, the role of nonrenewable energy consumption is more active in the economies of the considered countries. According to the evidence, it is recommended for the emerging countries to invest and allocate more funds to renewable energy resources to diminish the role of nonrenewable energy resources in the economy.

The purpose of this paper is to review extant literature on social media marketing (SMM) in B2B service markets, by scrutinizing and categorizing potential benefits for firms. The study, in particular, empirically investigates the adoption of social media (SM) tools by firms operating in two conservative B2B service industries.

A systematic literature review is carried out driving to a deeper understanding of the current state of knowledge on SM in B2B services. Leading peer-review international journals are scrutinized performing ad-hoc queries on the Scopus database using pre-defined keywords. Moreover, a quantitative research is conducted on 60 firms, i.e. tanker shipping companies and ocean carriers, providing empirical insights on their SM activity on three SM platforms, i.e., Facebook, Twitter, and LinkedIn.

The outcomes from sample firms shed lights on the adoption rate of the most diffused SM tools, the size of the digital networks of stakeholders (number of followers), the intensity of the communication activity (number of posts, shares, photos, videos), and the level of customer engagement (number of likes and shares).

Research findings suggest to managers that SMM might be an easy-accessible and low-cost option for keeping the pace of sectorial transformations and creating a competitive advantage even in conservative sectors.

The paper, by investigating B2B service sectors, addresses an interesting gap in SMM literature as prior studies mostly focused on B2C industries and manufacturing contexts.

The global market for cloud gaming is growing rapidly. How gamers evaluate the service quality of this emerging form of cloud service has become a critical issue for both researchers and practitioners. Building on the literature on service quality and software as a service, this study develops and validates a gamer-centric measurement instrument for cloud gaming service quality.

A three-step measurement instrument development process, including item generation, scale development and instrument testing, was adopted to conceptualize and operationalize cloud gaming service quality.

Cloud gaming service quality consists of two second-order constructs of support service quality and technical service quality with seven first-order dimensions, namely rapport, responsiveness, reliability, compatibility, ubiquity, smoothness and comprehensiveness. The instrument exhibits desirable psychometric properties.

Practitioners can use this new measurement instrument to evaluate gamers' perceptions toward their service and to identify areas for improvement.

This study contributes to the service quality literature by utilizing qualitative and quantitative approaches to develop and validate a new measurement instrument of service quality in the context of cloud gaming and by identifying new dimensions (compatibility, ubiquity, smoothness and comprehensiveness) specific to it.

The purpose of this study is to examine linkages between information and communication technology (ICT) use, the ICT regulatory environment and economic development. Businesses and individuals worldwide are increasingly depending on ICTs to facilitate trade and enhance their standard of living. This trend has sparked the argument that ICTs play a crucial role in driving economic development. However, the rise of ICTs has also led to challenges, including cybercrime, intellectual property violations and cyberwarfare, prompting questions about the need for regulation. In spite of these pressing issues, there is a notable lack of empirical research on the relationship between the use of ICTs (by businesses and individuals), their regulation and economic development.

Because of the limited empirical evidence regarding the connections between ICT use, ICT regulations, and economic development, this study aims to explore these relationships. The authors specifically examine the mediating role of ICT regulations in the impact of ICT use on economic development, as well as the direct effects of ICT use on economic development. To achieve this, the authors develop a hypothesised model that is validated using the technology–organisation–environment framework and capability theory. Additionally, the authors analyse secondary data from 130 countries using partial least squares-structural equation modelling.

The findings of this study show that both business and individual use of ICTs positively influences economic development. Furthermore, the authors discovered that ICT regulation plays a positive and partial mediating role in the relationship between ICT use and economic development. To encourage users to continue leveraging ICTs to enhance their livelihoods and foster economic growth, it is essential for governments and policymakers to implement effective ICT regulations that protect users’ information resources from illegal access.

The study’s primary contribution to research is its examination of the relationship between ICT usage by businesses and individuals, ICT regulation, and economic development on a global scale. By using secondary data sources, the study delivers rich, comprehensive, and generalisable findings on how the use of ICTs drives economic development. Additionally, through mediation analysis, the authors demonstrate that the presence of ICT regulations aimed at ensuring online privacy and security enhances both business and individual utilisation of ICTs, thereby promoting economic development.

This paper seeks to provide empirical insight into how industrialization and technology affect environmental quality in Ghana.

Using Ecological Footprint (ECF) as a measure of environmental degradation, the authors employ annual data from World Development Indicators of the World Bank and the Global Footprint Network spanning from 1970 to 2017 and apply the fully modified least squares (FMOLS) technique.

The results reveal that industrialization has a negative significant influence on ECF, suggesting that industrialization contributes to environmental sustainability in Ghana. The authors find that technology is harmful to the environment as it has a positive significant effect on ECF. The study also documents that while education and financial development improve environmental sustainability, fossil fuel consumption exacerbates environmental degradation in Ghana.

The environmental impact of industrialization is still being debated, with very scanty empirical evidence in the African context. Based on a detailed review of the literature, this paper provides an initial attempt to investigate the industrialization–environmental sustainability nexus in Ghana. Besides, whereas most extant studies have employed CO₂ emission as a proxy of environmental degradation, the authors use ECF to gauge the level of environmental degradation which is regarded as a more inclusive metric.