So-Hyun Lee, Su-Jin Choi and Hee-Woong Kim
Social network services (SNS) gifting is a new business model, but many SNS providers continue to face challenges as they explore ways to increase their revenues from gifting. The…
Abstract
Purpose
Social network services (SNS) gifting is a new business model, but many SNS providers continue to face challenges as they explore ways to increase their revenues from gifting. The purpose of this paper is to examine the key factors involved in gift giving via SNS platforms.
Design/methodology/approach
This study adopts a mixed methods approach through qualitative and quantitative research. In the first stage (qualitative study), the authors extract factors from interviews with users of SNS gifting services. In the second stage (quantitative study), the authors interpret decisional factors explored in the first stage on the basis of customer value theory, develop a research model and empirically test it.
Findings
The results show that five factors – convenience of SNS gifting, symbolic representation of SNS gifting, relationship support of SNS gifting, pleasure of SNS gifting, and an SNS gifting norm – directly or indirectly affect SNS gifting decisions.
Research limitations/implications
This study contributes to electronic commerce research by extending the customer value theory and adding to the literature on SNS gifting and gift giving in general.
Practical implications
The study informs SNS providers regarding the promotion of SNS gifting services for revenue generation.
Originality/value
This study is among the first to comprehensively examine decision-making in SNS gifting through the lens of customer value theory.
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Sodam Kim, Jumin Lee, Sang-Hyeak Yoon and Hee-Woong Kim
This study aims to propose and validate a model for e-Learning success based on students’ experiences in the “new normal.” To achieve this goal, this study focused on answering…
Abstract
Purpose
This study aims to propose and validate a model for e-Learning success based on students’ experiences in the “new normal.” To achieve this goal, this study focused on answering three research questions: (1) What are the students’ experiential factors that impact e-Learning? (2) How do these experiential factors affect e-Learning success? (3) In what ways does a multimethod provide a comprehensive perspective and an in-depth understanding of students’ e-Learning experiences in the new normal?
Design/methodology/approach
This study applied a mixed-methods sequential approach using exploratory, confirmatory and complementary studies. First, this study undertook a text-mining exploratory analysis of the review data to extract e-Learning topics. Then, based on the Information Systems (IS) success model, this study identified an integrated framework drawn from the results of the text-mining analysis. Second, this study proposed an e-Learning, experience-based success model and corresponding hypotheses and conducted a confirmatory study with surveys to validate the model. Third, this study conducted in-depth interviews to better identify the phenomenon of interest.
Findings
The five factors extracted from the first stage are system quality, lecture content, teaching quality, online interaction and achievement. This study subsequently confirmed the significant relationships between the e-Learning success factors in the second stage based on the IS success model. Finally, a complementary study identified the importance of interactivity for e-Learning success in the new normal.
Originality/value
To the best of the authors’ knowledge, this paper is the first to develop an e-Learning success model using a comprehensive mixed-methods approach.
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So-Hyun Lee, Soobin Choi and Hee-Woong Kim
The purpose of this paper is to explore the key success factors behind Bangtan Boys’ (BTS) popularity, and how they can contribute to sustaining it, along with detailed strategies…
Abstract
Purpose
The purpose of this paper is to explore the key success factors behind Bangtan Boys’ (BTS) popularity, and how they can contribute to sustaining it, along with detailed strategies for the success of global pop.
Design/methodology/approach
This study adopts a mixed-methods approach that uses text mining and interviews and uses the success of BTS to find the key factors accounting for its sustained popularity. For use in text mining, we collected data related to BTS from social network sites (SNS) and analyzed this data using latent Dirichlet allocation (LDA) topic modeling, term frequency analysis and keyword extraction. In addition, we conducted interviews to explore the key factors accounting for the sustained popularity of BTS.
Findings
We found ten key success factors—active global fandom, SNS communication, fans' loyalty, empathy through music, storytelling and world view, performance quality, music video quality, overseas expansion at an early stage, efforts for self-development and teamwork among members— for a global pop group's success and sustained popularity.
Research limitations/implications
This study contributes to the literature by finding key factors for success and sustained popularity of a global group through using a mixed-methods approach.
Practical implications
Our results suggest strategies to sustain the popularity of global groups and its potential to benefit across the entertainment industry.
Originality/value
This study is among the first to comprehensively examine the key factors for Korean pop’s (K-pop) sustained popularity by using a mixed-methods approach of text mining and interviews.
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Hee‐Woong Kim and Young‐Gul Kim
Satisfying customers is the best method for organizations to gain competitive advantage. To deliver quality services to customers, we need to understand their expectations. Given…
Abstract
Satisfying customers is the best method for organizations to gain competitive advantage. To deliver quality services to customers, we need to understand their expectations. Given accurate understanding of expectations, customer service, which can be regarded as a process that consists of several steps to satisfy customer requirements, should be redesigned to match them. This research intends to suggest a customer service rationalization method which consists of service process model, performance simulation, and contingent change guidelines. For the validation test, we compared the proposed method with other service models and applied it to several real cases. From the applications, we found that the proposed method could reduce the risk of service redesign projects by enabling the better understanding of the performance simulation data from the proposed change alternatives. Finally, we discussed the applications of the method and the implications of this research.
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Hee-Woong Kim, Hock Chuan Chan and Sumeet Gupta
The purpose of this paper is to : first, examine information systems (IS) infusion from a user commitment perspective, and second, examine the formation of user commitment toward…
Abstract
Purpose
The purpose of this paper is to : first, examine information systems (IS) infusion from a user commitment perspective, and second, examine the formation of user commitment toward the use of IS in terms of job design.
Design/methodology/approach
This study adopts a survey approach with structural equation modeling to test the developed research model and hypotheses.
Findings
A survey of 236 enterprise system users shows that user commitment has a positive effect on IS infusion. User commitment, in turn, is influenced by task technology fit, technology self-efficacy, and task autonomy. Further mediation and direct effects to IS infusion are explored.
Research limitations/implications
This study offers implications for research, such as explaining a driver of IS infusion; and extending commitment theory by finding antecedents of user commitment.
Practical/implications
The results of this study offer suggestions to management on how to improve IS infusion in terms of user commitment and, consequently, how to develop user commitment based on the socio-technical system (STS) design.
Social/implications
The study highlights the critical impact of technology autonomy on IS infusion. An individual user’s authority in using and regulating the system is required for IS infusion.
Originality/value
This study has proposed a theoretical model of IS infusion based on commitment and socio-technical job design factors.
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Chulmo Koo, Namho Chung and Hee-Woong Kim
The purpose of this paper is to investigate the effects of user competence on two different usage variables related to information systems (IS) infusion: explorative use and…
Abstract
Purpose
The purpose of this paper is to investigate the effects of user competence on two different usage variables related to information systems (IS) infusion: explorative use and exploitative use.
Design/methodology/approach
Structural equation modeling is used to construct a predictive model of user competence toward IS infusion. Individuals’ responses to questions about attitude and intention to use smartphone were collected and analyzed.
Findings
The results showed that all first-order factors of user competence were significantly linked to the second-order factor. User competence is then significantly related to IS infusion, both explorative use and exploitative use.
Research limitations/implications
This study discusses individual usage behavior related to IS infusion usage. The authors conceptualized that exploitative use is different from explorative use. The findings in this study suggest that user competence must be included in IS usage models, especially IS infusion model.
Practical implications
The results associated with exploitation are more certain and closer in time, while those associated with exploration are more variable. That is, users are likely to innovate through their smart devices related to IS infusion. Smartphone developers and the relevant service providers should decide which factors are more important along the stages of the information technology implementation process. As indicated in this study, knowledge-based user competence together with perceived usefulness influences the usage behavior of smartphone users. Industry players need to consider user competence when they promote their smartphone services.
Originality/value
The proposed model brings together extant research on IS use and technology acceptance.
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Younghoon Chang, One-Ki Daniel Lee, Jaehyun Park and Juyeon Ham
Robert Hugh Campbell and Mark Grimshaw
This paper aims to expose the behaviours through which modern professional people commonly obstruct information system (IS) implementations in their workplace. Users often resist…
Abstract
Purpose
This paper aims to expose the behaviours through which modern professional people commonly obstruct information system (IS) implementations in their workplace. Users often resist IS implementations, and it has been established that this can cause an implementation to fail. As the initial analysis of an on-going research project, this paper does not yet seek to present IS resistance as a good or a bad thing, it simply identifies and codifies forms of IS resistance.
Design/methodology/approach
Inductive interviews with IS implementers threw light on 29 resisted projects across 21 organisations. Interviewees were introduced to established theories of attitude change from social and cognitive psychology then asked to reflect on their experiences of IS implementations using these theories as a lens.
Findings
Although it is not claimed that all approaches by which users obstruct IS implementations are identified here, we believe that those most commonly deployed have been uncovered. It is also revealed that such behaviours result from negative user attitudes and that their impact can be significant. They can emotionally or psychologically affect system champions and can often cause implementation projects to fail.
Research limitations/implications
Our method was based on an epistemic assumption that significant understanding is found in the experience and knowledge (tacit and explicit) of IS implementation experts. The paper’s contents are drawn from reflections on a combined 302 years of experience using attitude change psychology as a lens. Using this method, a range of obstructive behaviours was identified. Although it is claimed that the obstructive behaviours most commonly deployed have been unveiled, it is not probable that this list is comprehensive and could be appended to using alternative approaches.
Practical implications
This paper has significant implications for stakeholders in IS implementations. It enables project risks originating from users to be better identified, and it highlights the critical role that negative user attitudes can play in an implementation.
Social implications
This paper considers a common area of conflict in professional organisations, modelling its nature and effect. It also encourages system champions to consider user attitude cultivation as a critical part of any implementation project.
Originality/value
The contribution of this research is twofold. In the arena of user resistance, it is the first to focus on how implementations are resisted and is accordingly the first to identify and taxonomise forms of IS resistance. A contribution is also made to an ongoing literature conversation on the role of attitude in technology acceptance. This paper is the first to focus, not on user attitudes but on how negative attitudes are manifest in behaviour.
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Yajun Zhang, Peiran Gao, Junwei Zhang and Lu Lu
User resistance to change has been identified as a significant cause of information system (IS) implementation failure. Previous studies have proposed antecedents of user…
Abstract
Purpose
User resistance to change has been identified as a significant cause of information system (IS) implementation failure. Previous studies have proposed antecedents of user resistance to change. However, whether project leadership (e.g. authoritarian leadership) can lead to user resistance to change remains unclear. By drawing on project leadership, affective event theory and contingency theory of leadership, the authors address this void by empirically examining whether authoritarian leadership can lead to user resistance to change through the mediation of negative emotion and whether the magnitude of this mediation depends on the power distance level.
Design/methodology/approach
This study examines the authors’ research model that integrates authoritarian leadership, negative emotion, power distance and user resistance to change using data from a matched-pair survey of 278 users and their supervisors involved in IS project implementation in China.
Findings
Negative emotion plays a mediating role in the relationship of authoritarian leadership and user resistance to change. In addition, power distance moderates the relationship between authoritarian leadership and negative emotion and the indirect effect of authoritarian leadership on user resistance to change in IS project implementation through negative emotion.
Originality/value
The authors’ research provides a comprehensive understanding of the antecedents of user resistance to change in IS project implementation and ultimately contributes to the IS project implementation literature and practice.
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Wander Trindade Venturini and Óscar González Benito
This article aims to seek to provide a performance measurement scale for customer relationship management (CRM) software. The CRM concept is wide, yet prior literature offers only…
Abstract
Purpose
This article aims to seek to provide a performance measurement scale for customer relationship management (CRM) software. The CRM concept is wide, yet prior literature offers only specific approaches. This scale goes beyond specific scenarios, to cover the various perspectives on CRM and provide quantitative validation of the measures.
Design/methodology/approach
This paper describes the complete process for conceptualizing and operationalizing this reflective second-order construct, including a thorough literature review, qualitative research and a quantitative study with 208 companies that have implemented CRM software.
Findings
Three main, interconnected constructs emerge to measure CRM software performance: customer life cycle, firm performance and operational performance. Retention, loyalty and satisfaction indicators form the customer life-cycle dimension. Firm performance refers to market share, efficiency, product adaptation, and new product launch indicators. The operational dimension includes improvement in sales performance, marketing campaigns, customer service and analysis of customer information.
Research limitations/implications
This scale guides every element involved in CRM software implementation, toward a common objective.
Practical implications
The CRM scale supports CRM software industry players and firms that intend to implement CRM software. The three model constructs provide guidelines about which improvements should be noted with a CRM implementation.
Social implications
This scale help the companies who intend to implement CRM software conduct their agreement with the other parts involved (consultants, software developers and the firm).
Originality/value
This paper meets an identified need, namely, to provide a CRM software performance measurement scale. The huge, unique sample is exclusive and obtained from a dedicated CRM software developer.