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Article
Publication date: 11 March 2014

Andreas Munzel and Werner H. Kunz

As the internet has become an increasingly relevant communication and exchange platform, social interactions exist in multiple forms. The research aims to integrate a multitude of…

3218

Abstract

Purpose

As the internet has become an increasingly relevant communication and exchange platform, social interactions exist in multiple forms. The research aims to integrate a multitude of those interactions to understand who contributes and why different types of contributors generate and leverage social capital on online review sites.

Design/methodology/approach

Based on the literature about social capital, social exchange theory, and transformative consumer research, the authors carried out a study of 693 contributors on a hotel review site. Content analysis and a latent profile analysis were used to research the contribution types and the underlying motives for generating and leveraging social capital.

Findings

Through the integration of various customer-to-customer interactions, the results reveal a three-class structure of contributors on review sites. These three groups of individuals show distinct patterns in their preferred interaction activities and the underlying motives.

Research limitations/implications

The authors develop the existing literature on transmission of electronic word-of-mouth messages and typologies of contributors. Future research should seek to expand the findings to additional industry and platform contexts and to support the findings through the inclusion of behavioral data.

Originality/value

The research contributes to researchers and marketers in the field by empirically investigating who and why individuals engage in online social interactions. The authors expand upon the existing literature by highlighting the importance of social debt in anonymous online environments and by assessing a three-class structure of online contributors.

Details

Journal of Service Management, vol. 25 no. 1
Type: Research Article
ISSN: 1757-5818

Keywords

Available. Content available
Article
Publication date: 12 March 2018

Francisco Guzman and Cleopatra Veloutsou

644

Abstract

Details

Journal of Product & Brand Management, vol. 27 no. 2
Type: Research Article
ISSN: 1061-0421

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Article
Publication date: 19 June 2017

Andreas Eggert, Eva Böhm and Christina Cramer

Many manufacturing firms entrust partners to provide services on their behalf. However, it is not clear whether and when firms can capture the potential value advantages of…

2181

Abstract

Purpose

Many manufacturing firms entrust partners to provide services on their behalf. However, it is not clear whether and when firms can capture the potential value advantages of outsourcing business services. The purpose of this paper is to investigate the effects of different types of business service outsourcing on firm value.

Design/methodology/approach

The paper uses event study methodology to estimate the impact of business service outsourcing announcements on abnormal returns of publicly traded manufacturing companies in Europe.

Findings

External service outsourcing that directly affects the company’s customers leads to more favorable outcomes than internal service outsourcing. This effect is contingent on the strategic outsourcing intention, the service’s reliance on technology, and the choice of the outsourcing partner.

Research limitations/implications

Findings show that firm value depends critically on the service value it delivers to customers. Future research could explore further contingency variables, and investigate the role of service outsourcing networks and relationships.

Practical implications

The insights of this study help managers to decide why, how, and to whom they should outsource their business services, as well as how to justify their outsourcing decisions, and how to communicate them toward the financial markets.

Originality/value

This research sheds light on the value implications of outsourcing decisions. Two types of business service outsourcing are distinguished, namely, internal and external. Furthermore, the study enhances our understanding of a contingency perspective on service outsourcing decisions.

Details

Journal of Service Management, vol. 28 no. 3
Type: Research Article
ISSN: 1757-5818

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Article
Publication date: 19 June 2017

Ana Jakic, Maximilian Oskar Wagner and Anton Meyer

Social media encourage interactions between customers and brands. Concerning the cues utilized during social media interactions, verbal cues (i.e. the language used) gain…

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Abstract

Purpose

Social media encourage interactions between customers and brands. Concerning the cues utilized during social media interactions, verbal cues (i.e. the language used) gain importance, since non-verbal and paraverbal cues are hard to convey via social media. Looking at interpersonal interactions, interlocutors adopt each other’s language styles or maintain their own language style during interactions to build trust. Transferring these insights to social media, the purpose of this paper is to test the effects of a brand’s language style accommodation in brand-customer interactions on brand trust and on its antecedents.

Design/methodology/approach

Two quantitative pre-studies (n1 (questionnaire)=32, n2 (laboratory experiment)=199), and one quantitative main study (n3 (laboratory experiment)=427) were conducted to determine the effects of a brand’s language style accommodation on brand trust.

Findings

In line with communication accommodation theory, this paper reveals that the impact of a brand’s accommodation strategy on brand trust is mediated by perceived relationship investments, such as perceived interaction effort, benevolence, and quality of interaction. This paper also underscores language style’s roles and its fit, and sheds light on situational factors such as purchase decision involvement and the valence of the content.

Originality/value

This paper is the first to transfer cross-disciplinary theories on interpersonal interactions to brand-customer interactions in social media. Thus, the authors derive the effects of language style accommodation on brand trust as well as further mediating effects.

Details

Journal of Service Management, vol. 28 no. 3
Type: Research Article
ISSN: 1757-5818

Keywords

Available. Open Access. Open Access
Article
Publication date: 19 June 2017

Tracy Harwood and Tony Garry

The characteristics of the Internet of Things (IoT) are such that traditional models of trust developed within interpersonal, organizational, virtual and information systems…

7576

Abstract

Purpose

The characteristics of the Internet of Things (IoT) are such that traditional models of trust developed within interpersonal, organizational, virtual and information systems contexts may be inappropriate for use within an IoT context. The purpose of this paper is to offer empirically generated understandings of trust within potential IoT applications.

Design/methodology/approach

In an attempt to capture and communicate the complex and all-pervading but frequently inconspicuous nature of ubiquitous technologies within potential IoT techno-systems, propositions developed are investigated using a novel mixed methods research design combining a videographic projective technique with a quantitative survey, sampling 1,200 respondents.

Findings

Research findings suggest the dimensionality of trust may vary according to the IoT techno-service context being assessed.

Originality/value

The contribution of this paper is twofold. First, and from a theoretical perspective, it offers a conceptual foundation for trust dimensions within potential IoT applications based upon empirical evaluation. Second, and from a pragmatic perspective, the paper offers insights into how findings may guide practitioners in developing appropriate trust management systems dependent upon the characteristics of particular techno-service contexts.

Details

Journal of Service Management, vol. 28 no. 3
Type: Research Article
ISSN: 1757-5818

Keywords

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Book part
Publication date: 10 April 2020

Koen Frenken, Taneli Vaskelainen, Lea Fünfschilling and Laura Piscicelli

We witness rising tensions between online gig-economy platforms, incumbent firms, regulators, and labor unions. In this chapter, we use the framework of institutional logics as an

Abstract

We witness rising tensions between online gig-economy platforms, incumbent firms, regulators, and labor unions. In this chapter, we use the framework of institutional logics as an analytical lens and scheme to understand the fundamental institutional challenges prompted by the advent of the online gig economy. We view gig-economy platforms as corporations that organize and self-regulate markets. In doing so, they span two parallel markets: the market for platforms competing to provide intermediation services and the market for the self-employed competing on platforms to provide peer-to-peer services. Self-regulation by platforms also weakens the traditional roles of the state. While the corporation and market logics empower the platform, they weaken self-employed suppliers as platforms’ design constrain suppliers to grow into a full-fledged business by limiting their entrepreneurial freedom. At the same time, current labor law generally does not classify suppliers as employees of the platform company, which limits the possibility to unionize. The current resolutions to this institutional misalignment are sought in “band aid solutions” at the level of sectors. Instead, as we argue, macro-institutional reform may be needed to re-institutionalize gig work into established institutional logics.

Details

Theorizing the Sharing Economy: Variety and Trajectories of New Forms of Organizing
Type: Book
ISBN: 978-1-78756-180-9

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