Wei-Shen Hui, Houn-Gee Chen, Yi-Te Chiu and Matevz (Matt) Raskovic
Relationships are a critical success factor for business operations across markets with dominant Chinese culture, like Taiwan. The intersection of a high-quality institutional…
Abstract
Purpose
Relationships are a critical success factor for business operations across markets with dominant Chinese culture, like Taiwan. The intersection of a high-quality institutional environment and a traditional Chinese cultural background in Taiwan provides a unique setting for exploring different types of relational mechanisms and ensuing renqing practices (i.e. reciprocal exchange of favors with empathy). The purpose of this paper is to examine when, where and how Taiwanese high-performance organizations manage and deploy interorganizational renqing across their business relationship portfolios. Answering these questions can help build a theory of interorganizational renqing and advance interorganizational reciprocity theorization more generally.
Design/methodology/approach
This research is motivated by two key research questions. First is related to how renqing givers understand renqing in the context of their organizations and their interorganizational business relationship portfolios. Second, whether organizations prefer a neutral renqing balance, a renqing debt or a renqing surplus is another point of interest. The study is based on interviews with upper echelon elite informants at six high-performing Taiwanese organizations with business relationship portfolios worldwide.
Findings
It is found that interorganizational renqing is deployed as a hybrid resource, taking on the functions of both an investment and a type of insurance against risk. Two notable differences between interorganizational and interpersonal renqing are also noted. First, the social exchange norm aspect of renqing points to salient social exchange norms also in interorganizational exchanges. This confirms the importance of understanding not only the regulative and normative dimensions of business relationships, as a type of institution, but also the cognitive dimensions and underlying institutional logics. Second, this study shows that unlike at the interpersonal level, the notion of renqing debt is not common at the interorganizational level – at least not within high-performance organizations with market leader positions.
Originality/value
This study explores interorganizational renqing practices and their strategic deployment through the use of “accessing” and “embedding” relational mechanisms. The study also adds to the poorly understood nature of interorganizational reciprocity and provides support for developing a theory of interorganizational renqing, as a form of interorganizational reciprocity within a Chinese cultural context.
Details
Keywords
Yung-Ting Chuang and Yi-Hsi Chen
The purpose of this paper is to apply social network analysis (SNA) to study faculty research productivity, to identify key leaders, to study publication keywords and research…
Abstract
Purpose
The purpose of this paper is to apply social network analysis (SNA) to study faculty research productivity, to identify key leaders, to study publication keywords and research areas and to visualize international collaboration patterns and analyze collaboration research fields from all Management Information System (MIS) departments in Taiwan from 1982 to 2015.
Design/methodology/approach
The authors first retrieved results encompassing about 1,766 MIS professors and their publication records between 1982 and 2015 from the Ministry of Science and Technology of Taiwan (MOST) website. Next, the authors merged these publication records with the records obtained from the Web of Science, Google Scholar, IEEE Xplore, ScienceDirect, Airiti Library and Springer Link databases. The authors further applied six network centrality equations, leadership index, exponential weighted moving average (EWMA), contribution value and k-means clustering algorithms to analyze the collaboration patterns, research productivity and publication patterns. Finally, the authors applied D3.js to visualize the faculty members' international collaborations from all MIS departments in Taiwan.
Findings
The authors have first identified important scholars or leaders in the network. The authors also see that most MIS scholars in Taiwan tend to publish their papers in the journals such as Decision Support Systems and Information and Management. The authors have further figured out the significant scholars who have actively collaborated with academics in other countries. Furthermore, the authors have recognized the universities that have frequent collaboration with other international universities. The United States, China, Canada and the United Kingdom are the countries that have the highest numbers of collaborations with Taiwanese academics. Lastly, the keywords model, system and algorithm were the most common terms used in recent years.
Originality/value
This study applied SNA to visualize international research collaboration patterns and has revealed some salient characteristics of international cooperation trends and patterns, leadership networks and influences and research productivity for faculty in Information Management departments in Taiwan from 1982 to 2015. In addition, the authors have discovered the most common keywords used in recent years.
Details
Keywords
H. Joseph Wen, Houn‐Gee Chen and Hsin‐Ginn Hwang
The rapid adoption of the Web as a commercial medium has caused firms to experiment with innovative ways of doing business. Those firms that effectively market themselves on the…
Abstract
The rapid adoption of the Web as a commercial medium has caused firms to experiment with innovative ways of doing business. Those firms that effectively market themselves on the Web have a distinct advantage. This paper presents two e‐commerce Web site design strategies and 12 e‐commerce models for gaining that advantage.
Details
Keywords
The purpose of this paper is to explore and empirically test fairness in predicting online customer satisfaction in the internet banking context. The paper also aims to further…
Abstract
Purpose
The purpose of this paper is to explore and empirically test fairness in predicting online customer satisfaction in the internet banking context. The paper also aims to further explore the mechanism through which fairness influences customer satisfaction online, i.e. identifying the mediators.
Design/methodology/approach
A survey is used to validate a research model based on equity theory and relationship marketing theory that incorporates fairness, trust, perceived value and customer satisfaction. A total of 331 surveys were analyzed using Partial Least Square.
Findings
In internet banking, fairness that includes distributive fairness, procedural fairness and informational fairness is positively related to customer satisfaction. Trust is identified as the key mediator of fairness to customer satisfaction.
Research limitations/implications
In an online context, where human interactions are replaced by graphic user interfaces, fairness still plays an important role in customer satisfaction. Further comparison of online and offline context could be conducted.
Practical implications
For online service managers, it is crucial to incorporate the fairness perspective into operations, which involves topics like segmented marketing efforts, consistency in procedures, and providing ample information to customers.
Originality/value
This research is one of the first attempts to examine fairness in internet banking, as well as to delineate the mediating process of fairness to satisfaction online.
Details
Keywords
Houn‐Gee Chen, Julie Yu‐Chih Liu, Tsong Shin Sheu and Ming‐Hsien Yang
Customer satisfaction in the banking industry has long been measured as a function of service quality by using a variation of the SERVQUAL instrument. The purpose of this paper is…
Abstract
Purpose
Customer satisfaction in the banking industry has long been measured as a function of service quality by using a variation of the SERVQUAL instrument. The purpose of this paper is to build a broader understanding of the determinants of customer satisfaction throughout the financial services industry by incorporating the perceptions of fairness in service delivery (FAIRSERV) and outlining why and how FAIRSERV is important to customer satisfaction.
Design/methodology/approach
The authors conduct a cross‐sectional questionnaire survey, including samples of 420 customers from the financial services industry in Taiwan. PLS‐Graph is used to evaluate the measures of reliability as well as validities, and to test the hypotheses.
Findings
The results show that fair service not only has a significant impact on customer satisfaction, but also plays a role equivalent to service quality in determining customers’ trust and perceived value, which in turn lead to customer satisfaction.
Research limitations/implications
The impact of FAIRSERV on customer satisfaction should be emphasized. Future studies examining the impact of service quality on customer satisfaction should incorporate the concept or instruments of fair service as a major contributor.
Practical implications
The results imply that financial institutions must carefully implement policies and practices to ensure that perceptions of fairness are propagated throughout the organization.
Originality/value
The paper proposes a complementary component to service quality in determining the perceived value and satisfaction. The paper emphasizes the significance of fairness on service, and provides additional insights into the impacts of FAIRSERV on customer satisfaction.
Details
Keywords
Austin Rong-Da Liang, Poh Theng Loo and Fu-Yung Kuan
In recent years, community-based tourism (CBT) in the global market has been combined with specific themes in order to establish various tourism activities. Relatively few studies…
Abstract
Purpose
In recent years, community-based tourism (CBT) in the global market has been combined with specific themes in order to establish various tourism activities. Relatively few studies have comprehensively investigated how this type of CBT should be developed. Therefore, this study takes CBT with festival themes combined with community characteristics as a case study, which explores what obstacles exist in CBT with a combination of community characteristics – the industrial history of sugar factories and external themes, such as, formal flower displays.
Design/methodology/approach
The thematic analysis is employed for data analysis of interviews. All interview participants were stakeholders.
Findings
This study identifies five types of obstacles: policy-related, environmental-related, innovation-related, industry-related and communication-related. Based on these findings, it is vital to consider both community and other characteristics of CBT. At the same time, after evaluating the rational perceptions of different stakeholders within the same type of obstacle, this study proposes a more specific and comprehensive development strategies for CBT.
Originality/value
To the best of the authors' knowledge, this is the first study of community agricultural tourism which collected the viewpoints of different stakeholders – tourists, residents, community associations, local businesses and the government. This study employs in-depth analysis of external policies and environmental and agricultural factors to discover and develop relevant coping strategies and implications.
Details
Keywords
Hafizah Omar Zaki, Dahlia Fernandez, Omkar Dastane, Aini Aman and Soliha Sanusi
This study unravels the intellectual structure of virtual reality (VR) in digital marketing (DM) research, identifies core research gaps and presents future research avenues. The…
Abstract
Purpose
This study unravels the intellectual structure of virtual reality (VR) in digital marketing (DM) research, identifies core research gaps and presents future research avenues. The study also conducts a performance analysis of publications in the field and identifies the most important stakeholders of the stated topic.
Design/methodology/approach
The Web of Science database was used to retrieve the publications that were relevant to the topic between 2012 and 2022. Biblioshiny, a shiny app for the Bibliometrix R package, is used to conduct a bibliometric analysis by decoding the results into several visual representations.
Findings
This report includes the most prolific contributors, keyword analysis results, productive nations, authors and connections, as well as the most often cited publications on VR in DM. In DM research, numerous perspectives on VR were looked at, explored and revealed.
Practical implications
The findings provide a new perspective and understanding of the issue for researchers in order to improve their research insights in the field. This study will also benefit marketing practitioners in ensuring the sustainability and innovativeness of technology used to run their DM campaigns.
Originality/value
This research provides the first bibliometric analysis of the citation works and productivity in the field of VR in DM using Biblioshiny, identifies core research gaps and provides future research agenda which can be useful to advance the research understanding in this context.
Details
Keywords
Ernesto Tavoletti and Vas Taras
This study aims to offer a bibliometric analysis of the already substantial and growing literature on global virtual teams (GVTs).
Abstract
Purpose
This study aims to offer a bibliometric analysis of the already substantial and growing literature on global virtual teams (GVTs).
Design/methodology/approach
Using a systematic literature review approach, it identifies all articles in the Web of Science from 1999 to 2021 that include the term GVTs (in the title, the abstract or keywords) and finds 175 articles. The VOSviewer software was applied to analyze the bibliometric data.
Findings
The analysis revealed three dialogizing research clusters in the GVTs literature: a pioneering management information systems and organizational cluster, a general management cluster and a growing international management and behavioural studies cluster. Furthermore, it highlights the most cited articles, authors, journals and nations, and the network of strong and weak links regarding co-authorships and co-citations. Additionally, this study shows a change in research patterns regarding topics, journals and disciplinary approaches from 1999 to 2021. Finally, the analysis illustrates the position and centrality in the network of the most relevant actors.
Practical implications
The findings can guide management practitioners, educators and researchers to the most meaningful clusters of publications on GVTs, and help navigate and make sense of the vast body of the available literature. The importance of GVTs has been growing in the past two decades, and Covid-19 has accelerated the trend.
Originality/value
This study provides an updated and comprehensive systematic literature review on GVTs. To the best of the authors’ knowledge, it is also the first systematic literature review and bibliometry on GVTs. It concludes by suggesting future research paths.
Details
Keywords
Navneet Senecha and Ritu Srivastava
After studying and analyzing this case, students will be able to: understand and evaluate the integrated marketing communications (IMC) strategy for online businesses; understand…
Abstract
Learning outcomes
After studying and analyzing this case, students will be able to: understand and evaluate the integrated marketing communications (IMC) strategy for online businesses; understand and create the various components of an IMC plan; determine the challenges of scaling up a business and how social media marketing can help in that; learn how to assemble the positioning statement of a startup; determine and differentiate the different business models (revenue models); and understand and create the social media marketing strategy.
Case overview/synopsis
It was late April 2021, and Mr Srinivas Rao, the co-founder and director of Mentorrd EduTech, India, was contemplating the journey of more than five years. Much had changed since the startup Mentorrd Education Technologies Pvt. Ltd. (Mentorrd EduTech) was launched in 2015. From being an online artificial intelligence (AI)-based tool for analyzing and building resumes, Mentorrd expanded to specialized premium services for career development catering to MBA aspirants from India to international markets. However, during the same time, many problems had also started showing up. The competition had increased, and conversions became difficult. Mentorrd generated 95% of its leads through Google Ads pay per click (PPC) advertising. However, now, the increased competition made PPC costlier, where Mentorrd started at INR 10 per click but was now paying INR 50 per click. The customers also were only limited to searching for keywords; hence, actual lead conversion was minimal. Mentorrd was present on different social media platforms and had developed an audience: LinkedIn (close to 10,000 followers), Facebook (1,600+ followers) and Twitter (numbers), but conversions from there were only contributing to 5% of the total revenue.Mr Rao wondered that with a change in demand from general review services to specialist resume and interview preparation services such as MBA, he would have to develop a sound social media strategy integrated with the current Google Ads usage to reach the audience and generate conversions. He had a limited marketing budget which he wanted to use most effectively but was not sure how to spend across platforms.
Complexity academic level
This case can be used as an IMC strategy case for MBA courses in marketing. In a marketing course, the focus should be on components of IMC strategy, customer perception, company positioning and marketing channels. The case can also be applied as a strategy case for courses in entrepreneurship or digital marketing strategy. In an entrepreneurship course, the focus should be on the business model, growth and scaling decisions a startup needs to make to grow the business. In a digital marketing strategy course, the focus should be on social media marketing and search engine marketing decisions and the implications for revenues and profits. The case can also be used in executive-level courses to illustrate IMC, growth and digital marketing strategies for a startup.
Supplementary materials
Teaching notes are available for educators only.
Subject code
CSS 8: Marketing.
Details
Keywords
Parijat Upadhyay and Saeed Jahanyan
This study makes an integrated approach in identifying the factors affecting usage intention of mobile-based payment services. Such services are being marketed aggressively by…
Abstract
Purpose
This study makes an integrated approach in identifying the factors affecting usage intention of mobile-based payment services. Such services are being marketed aggressively by cellular service providers and are different from usual mobile-based banking. The study incorporates prominent factors like the technical characteristics, technology-specific characteristics, user-specific characteristics, and task-specific characteristics and others from published literature. The purpose of this paper is to highlight those factors which have significant impact on the adoption of such service so that the adoption rate can be increased.
Design/methodology/approach
A nationwide primary survey was conducted using validated questionnaire requesting response for the factors obtained from published literature. In total, 196 respondents participated in the survey. Totally, 11 hypotheses were formulated and statistically tested for their significance in context to the study. Confirmatory study was on the significant factors and a model has been proposed.
Findings
The study finds that factors like perceived usefulness, perceived ease of use, system quality, connectivity, discomfort, task-technology fit and structural assurance have significant impact on the usage intention of mobile money services whereas factors such as perceived monetary value, absorptive capacity and personal innovativeness have been found to be insignificant.
Originality/value
There have been no studies conducted which reported mobile-based transfer payment adoption issues where-in the transfer mechanism is independent of formal banking. The findings would be beneficial for service providers of mobile-based payment services to understand their subscribers and roll out value added services.