Kevin Lehnert, Anna Walz and Ryan Christianson
This paper aims to explore the emerging market of video game streaming and eSports to provide readers with an understanding of the nature and content of this quickly growing…
Abstract
Purpose
This paper aims to explore the emerging market of video game streaming and eSports to provide readers with an understanding of the nature and content of this quickly growing entertainment industry. eSports or eGaming is the playing of video games for competition and for spectators by professionals. Popular platforms, eGaming celebrities and revenue sources are introduced. Building upon this knowledge, the authors then show the opportunities marketers have to use this medium for branding, promotional and retailing purposes. Challenges to these aims are also discussed.
Design/methodology/approach
The eGaming and eSports industry is summarized by studying its evolution and current state. A thorough review of the players and their possible revenue sources is presented. Likewise, a survey of marketing-related tactics and challenges is discussed to help readers not only understand the field but also use the industry’s growth.
Findings
This paper provides valuable information to understand why this new market of video game streaming is rapidly increasing and what impact it will have on consumers, brands and marketing strategists.
Originality/value
This paper is unique in the sense that in one place it not only summarizes the advent and growth of an evolving field but also shows the opportunities that firms have to take advantage of this unique medium for connecting with customers. Firms are at the same time cautioned to consider increasing challenges with this new industry.
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Kevin Celuch, Anna Walz, Carl Saxby and Craig Ehlen
There is strong consensus that the Internet has the potential to positively impact firms, and SMEs in particular; however, not all firms have realized benefits from adoption. The…
Abstract
There is strong consensus that the Internet has the potential to positively impact firms, and SMEs in particular; however, not all firms have realized benefits from adoption. The present study extends research in the area by addressing the need to examine the “chain” of variables explaining Internet adoption. We do this by exploring SME owner/manager Internet-related usefulness and ease-of-use cognitions and intention to use the Internet for supplier information management. We also explore the influence of behavioral norms and two broader strategic perspectives, market and learning orientation, on the Internet-related cognitions. Findings have implications for researchers and practitioners by identifying factors that contribute to effectively leveraging the Internet in an important area for SMEs.
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Randle D. Raggio, Anna M. Walz, Mousumi Bose Godbole and Judith Anne Garretson Folse
For centuries, gratitude has represented an integral component of social relationships, yet it remains relatively overlooked by marketing scholars in the study of commercial…
Abstract
Purpose
For centuries, gratitude has represented an integral component of social relationships, yet it remains relatively overlooked by marketing scholars in the study of commercial relationships. The purpose of this paper is to demonstrate how gratitude helps to build, maintain and transform commercial relationships and to suggest noteworthy areas of investigation for those researchers seeking to help companies understand the role of gratitude in relationship marketing.
Design/methodology/approach
Gratitude's role in relational exchange is explored by a review of relevant literature and two qualitative studies. Questions developed from the literature and exploratory interviews are then investigated in a main study through in-depth interviews with buyers and sellers of goods and services in both B2B and B2C contexts, leading to a grounded theoretical foundation. Generalizations and directions for future research are presented.
Findings
Gratitude is a fundamental component of buyer-seller relationships and is critical for advancing relationship marketing theory and practice. Gratitude's changing role as relationship stages advance is described.
Research limitations/implications
The research is of an exploratory nature. Confirmation of the generalizations by other studies is suggested. This research is largely consistent with that from a markets-as-networks perspective and moves relationship marketing research toward a more extended view.
Practical implications
Gratitude should be included along with other relational mediators in discussions and investigations of relationship success, and practiced by those that seek to build, develop and enhance their buyer-seller relationships.
Originality/value
This paper provides a much needed exploration of a new and important topic in relationship marketing and a call for gratitude to be studied and implemented in a variety of relational exchange contexts. Specifically, it is the first to address the importance of gratitude to both buyers and sellers in B2B and B2C goods and services markets. It also is the first to document the changing role of gratitude through relationship stages.
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Kevin Celuch, Nadine M. Robinson and Anna M. Walsh
The purpose of this study is to examine antecedents of the under researched area of customer feedback in a retail context with feedback defined as positive and negative comments…
Abstract
Purpose
The purpose of this study is to examine antecedents of the under researched area of customer feedback in a retail context with feedback defined as positive and negative comments as well as suggestions for product/service improvements. A market-oriented firm listens to customers and puts their feedback into practice. Research on customer engagement, which includes customer feedback, has recently surged. The preponderance of feedback research to date has been focused on customer complaint behavior which is negatively valenced. Much less attention has been paid to customer feedback (including sharing positive information, thoughts and suggestions for new ideas, in addition to negative information) even though it has great value for companies. This research addresses this gap by integrating literature on customer orientation and engagement and relationship marketing antecedents (social benefits) and outcomes (commitment) to better understand what retailers can do to encourage customer feedback through relationships with frontline employees.
Design/methodology/approach
This study employs a cross-sectional, single retailer approach surveying 864 customers who have varying relationships to a coffee house.
Findings
Conditional process analysis was used to test the hypothesized mediating and moderating relationships. Results were consistent with predictions, showing that retail employee customer-oriented behavior is mediated by customer social benefit perceptions to influence feedback. Further, social benefit perceptions will interact with the level of customer continuance commitment to impact feedback. Specifically, the impact of social benefits will be stronger when commitment to the retailer is higher.
Originality/value
This research has academic and practical implications by increasing our understanding of an underrepresented and valuable aspect of engagement – customer feedback. Specifically, it addresses a key marketing research priority set forth in a 2010 JSR special issue, calling for more work contributing to this topic. Also, this research implies managers have the ability to influence the amount of feedback that they receive by encouraging certain employee behaviors.
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In the 1970s, the United States Congress enacted two statutes that have had dramatic and far‐reaching effects on the education of handicapped children by public schools. These two…
Abstract
In the 1970s, the United States Congress enacted two statutes that have had dramatic and far‐reaching effects on the education of handicapped children by public schools. These two laws, Section 504 of the Rehabilitation Act of 1973 and the Education For All Handicapped Children Act of 1975 (known as Public Law 94–142), have required local public school agencies to provide new eductional programs for thousands of handicapped children not previously served by the public schools. Counselors, principals, and teachers were quickly informed of the law's requirements and willingly began the task of main‐streaming and assimilating these children into various curricula. Their physical needs were attended to rapidly; their societal and emotional needs, unfortunately, lagged behind. Within the past seven years, there has been an increase in books, articles, and films specifically addressed to counseling the handicapped. Unlike past literature which focused only on the vocational aspect of rehabilitation counseling, current writing emphasizes personal counseling meant to assist a disabled child to participate fully in the problems and joys of daily living.
This chapter will use A Propos de Nice, filmed by Jean Vigo and Boris Kaufman in February and March 1930, as a case study to illustrate how city films created segmented views of…
Abstract
This chapter will use A Propos de Nice, filmed by Jean Vigo and Boris Kaufman in February and March 1930, as a case study to illustrate how city films created segmented views of quotidian urban life in both form and content. In terms of form, short clips are juxtaposed in a rapid montage to form a segmented portrait of the city. In terms of content, the segments in Vigo's film, and the city film genre as a whole, are full of everyday events such as drinking coffee, washing clothes, sunbathing, and playing boules. The portrait of Nice that emerges within the film, then, is one of quotidian segmentation. This chapter will conduct a visual analysis of the film as it progresses, situating it within the history of Nice, cinematic conceptions of the city prior to its production, the city film genre, and the French avant-garde.
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Rupert Burge, Anna Tickle and Nima Moghaddam
Implementing trauma informed care (TIC) for individuals facing homelessness and multiple disadvantage is proposed to help both service users and staff work effectively and…
Abstract
Purpose
Implementing trauma informed care (TIC) for individuals facing homelessness and multiple disadvantage is proposed to help both service users and staff work effectively and therapeutically together. However, the effectiveness of implementing TIC via training is debatable. This study aims to explore the effects of a four-day TIC and psychologically informed environments training package in such services.
Design/methodology/approach
The analysis explores the effect of this training on the degree of TIC as measured by the TICOMETER, a psychometrically robust organisational measure of TIC. The study examines group and individual level changes from before training and again at six-month and one-year follow-up time-points.
Findings
At the group level analysis, three of the five TICOMETER domains (knowledge and skills, relationships, and policies and procedures) were higher when compared to pre-training scores. The remaining two domains (service delivery and respect) did not improve. Individual-level analysis showed some participants’ scores decreased following training. Overall, the training appeared to modestly improve the degree of TIC as measured by the TICOMETER and these effects were sustained at one-year follow-up.
Research limitations/implications
Findings are limited by the design and low response rates at follow-up.
Practical implications
Training is necessary but not sufficient for the implementation of TIC and needs to be complemented with wider organisational and system-level changes.
Originality/value
This paper is the first UK study to use the TICOMETER.
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Katie Russell, Nima Moghaddam, Anna Tickle, Gina Campion, Christine Cobley, Stephanie Page and Paul Langthorne
By older adulthood, the majority of individuals will have experienced at least one traumatic event. Trauma-informed care (TIC) is proposed to improve effectivity of health-care…
Abstract
Purpose
By older adulthood, the majority of individuals will have experienced at least one traumatic event. Trauma-informed care (TIC) is proposed to improve effectivity of health-care provision and to reduce likelihood of services causing retraumatisation. This study aims to assess the effectiveness of staff training in TIC in older adult services.
Design/methodology/approach
TIC training was delivered across eight Older Adult Community Mental Health Teams in the same UK organisation. Questionnaires were administered before and after training: a psychometrically robust measure, the Attitudes Related to Trauma-Informed Care, was used to assess TIC-related attitudes, and a service-developed scale was used to measure changes in TIC competence. Data was analysed using linear mixed effects modelling (LMM). Qualitative data regarding the impact of training was gathered one month after training through a free-text questionnaire.
Findings
There were 45 participants, all of whom were white British. LMM on pre- and post-data revealed that staff training significantly increased competencies across all measured TIC domains. Overall, staff attitudes were also significantly more trauma-informed after training. Qualitatively, staff identified time as the only additional resource required to deliver the skills and knowledge gained from training.
Practical implications
Training was found to be effective in increasing TIC-related skills and attitudes. Organisations aiming to become trauma-informed should consider staff training as one aspect of a wider development plan.
Originality/value
To the best of the authors’ knowledge, this paper is the first to examine TIC training for staff working in Older Adults Mental Health Services. Recommendations for services aiming to develop a trauma-informed culture have been provided.
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Dimitrios Buhalis, Xi Yu Leung, Daisy Fan, Simon Darcy, Ganghua Chen, Feifei Xu, Garry Wei-Han Tan, Robin Nunkoo and Anna Farmaki