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Article
Publication date: 1 May 2020

Erik Hermann, Martin Eisend and Tomás Bayón

The purpose of this paper is to apply cultivation theory to social network sites by investigating how Facebook uses cultivates users' ethnic diversity perceptions and attitudes.

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Abstract

Purpose

The purpose of this paper is to apply cultivation theory to social network sites by investigating how Facebook uses cultivates users' ethnic diversity perceptions and attitudes.

Design/methodology/approach

The authors’ investigations include an online and offline survey study with 476 Facebook users and a follow-up experiment with 75 individuals.

Findings

The authors provide empirical support that Facebook use cultivates ethnic diversity perceptions and ethnic diversity-related attitudes. They show that Facebook use relates to perceptions of ethnic minorities that resemble the world on Facebook that is characterized by high ethnic diversity. The authors further demonstrate that the cultivation of ethnic diversity-related attitudes is mediated by diversity perceptions related to users' close social environment.

Research limitations/implications

Future research should consider culturally and educationally diverse samples as well as longitudinal research designs to address external validity and causality issues.

Practical implications

Algorithms determining the content users are exposed should be thoughtfully curated to avoid attitudinal and ideological polarization.

Social implications

Facebook can play an important role in positively shaping intergroup relations, thereby countering negative outgroup attitudes, social anxieties and radical right-wing parties.

Originality/value

The authors’ studies extend the scope of cultivation research by identifying a new media vehicle as a source of cultivation influences and shed light on the cultivation-based process of attitude change on social network sites.

Details

Internet Research, vol. 30 no. 4
Type: Research Article
ISSN: 1066-2243

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Article
Publication date: 1 September 2004

Florian v. Wangenheim and Tomás Bayón

The effects of word of mouth (WOM) on the receiver's attitudes and intentions have been studied at length, but the question under which conditions WOM leads to a behavioural…

14177

Abstract

The effects of word of mouth (WOM) on the receiver's attitudes and intentions have been studied at length, but the question under which conditions WOM leads to a behavioural outcome (such as a purchase or switching decision) has received less attention. This paper studies the effects of WOM in the context of service provider switching. An empirical study is presented which researches whether perceived influence of a switching referral is related to subsequent switching behaviour, and whether the variables that have an effect on perceived influence of the switching referral also predict switching. Results show that the strength of WOM influence is determined by perceived communicator characteristics. Perceived risk dimensions, in turn, moderate these effects.

Details

European Journal of Marketing, vol. 38 no. 9/10
Type: Research Article
ISSN: 0309-0566

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Book part
Publication date: 1 February 2007

Ruth N. Bolton and Crina O. Tarasi

Abstract

Details

Review of Marketing Research
Type: Book
ISBN: 978-0-7656-1306-6

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Article
Publication date: 26 July 2024

Mukta Srivastava, Sreeram Sivaramakrishnan and Neeraj Pandey

The increased digital interactions in the B2B industry have enhanced the importance of customer engagement as a measure of firm performance. This study aims to map and analyze…

447

Abstract

Purpose

The increased digital interactions in the B2B industry have enhanced the importance of customer engagement as a measure of firm performance. This study aims to map and analyze temporal and spatial journeys for customer engagement in B2B markets from a bibliometric perspective.

Design/methodology/approach

The extant literature on customer engagement research in the B2B context was analyzed using bibliometric analysis. The citation analysis, keyword analysis, cluster analysis, three-field plot and bibliographic coupling were used to map the intellectual structure of customer engagement in B2B markets.

Findings

The research on customer engagement in the B2B context was studied more in western countries. The analysis suggests that customer engagement in B2B markets will take centre stage in the coming times as digital channels make it easier to track critical metrics besides other key factors. Issues like digital transformation, the use of artificial intelligence for virtual engagement, personalization, innovation and salesforce management by leveraging technology would be critical for improved B2B customer engagement.

Practical implications

The study provides a comprehensive reference to scholars working in this domain.

Originality/value

The study makes a pioneering effort to comprehensively analyze the vast corpus of literature on customer engagement in B2B markets for business insights.

Details

Journal of Business & Industrial Marketing, vol. 39 no. 11
Type: Research Article
ISSN: 0885-8624

Keywords

Available. Open Access. Open Access
Article
Publication date: 17 April 2023

Tomás Vargas-Halabi and Rosa Maria Yagüe-Perales

This research aimed to conceptualize organizations as open and purposeful systems to study how organizational culture (OC) influences firms' Innovative Performance (IP). The…

4076

Abstract

Purpose

This research aimed to conceptualize organizations as open and purposeful systems to study how organizational culture (OC) influences firms' Innovative Performance (IP). The authors proposed goal setting and internal integration/external adaptation paradox as central to explaining OC's mediating and suppressing effects on IP.

Design/methodology/approach

The authors collected data from 372 Costa Rican organizations and analyzed them with structural equations. This research used the Denison Model instead of the usual typology-based approaches.

Findings

The mission had a direct and high impact on IP. The mediated effect via adaptability was also elevated, as well as the suppressor effect through consistency. There was no effect on IP of involvement. According to these results, the Open and Rational Systems Framework emerge as the main theoretical explanatory concepts.

Originality/value

Disaggregating the OC through a performance-oriented dimensional model makes it possible to study the dynamics between the elements that compound it and facilitate integrating these findings with other research streams.

Details

European Journal of Management and Business Economics, vol. 33 no. 2
Type: Research Article
ISSN: 2444-8451

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Article
Publication date: 2 March 2021

Dmitri Sokolov and Elena Zavyalova

Human resource management in professional service firms (PSF) is one of the most important instruments for promoting sustainable competitive advantage. Despite the major growth of…

1027

Abstract

Purpose

Human resource management in professional service firms (PSF) is one of the most important instruments for promoting sustainable competitive advantage. Despite the major growth of scholars' interest in human resource management (HRM) issues in PSF, the body of knowledge in this field remains highly fragmented and diversified. The purpose of this paper is to systematize key evidence on the use of HRM practices in PSF.

Design/methodology/approach

The paper is based on a systematic literature review of 90 peer-reviewed journal papers.

Findings

The review revealed typical ability-, motivation- and opportunity-enhancing practices used by PSF and outlined how these HRM practices may differ among various PSF.

Originality/value

The paper provides scholars with an updated and comprehensive research landscape and development process in this important field, thereby contributing to greater research interest and enthusiasm for future research.

Details

Personnel Review, vol. 51 no. 2
Type: Research Article
ISSN: 0048-3486

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Article
Publication date: 15 July 2014

Emre Sahin Dölarslan

The primary purpose of this paper is to determine the relative effects of perceived value and customer satisfaction on customer loyalty behaviors. The secondary aim focuses on…

2740

Abstract

Purpose

The primary purpose of this paper is to determine the relative effects of perceived value and customer satisfaction on customer loyalty behaviors. The secondary aim focuses on addressing whether such personal characteristics as gender, age and levels of income and education exert any moderating influence over perceived value/customer satisfaction such that loyalty behaviors, including repurchase intention (RPI), word-of-mouth (WOM) marketing and willingness to pay more (WPM), are ultimately affected.

Design/methodology/approach

The research technique used a face-to-face questionnaire for collecting data from passengers who use the State Railways of the Turkish Republic. A total of 780 questionnaires were collected and used in this study after excluding 80 incomplete forms. First, the main effects of perceived value/customer satisfaction on customer loyalty behaviors were tested using structural equation modeling. Next, customers' personal characteristics, considered as moderating variables, including age, gender and levels of income and education, were examined to determine if their impact on perceived value/customer satisfaction would, in turn, have any effect on loyalty behaviors. To do this, a multigroup moderation test was used.

Findings

The empirical findings of this study show that both customer satisfaction and perceived value directly influence the loyalty behaviors of Turkish railway passengers. However, customer satisfaction was found to be a more important predictor of RPI than perceived service value. However, the relationship between perceived service value and WPM was strong. The association between customer satisfaction and loyalty behaviors was stronger for females, youths and those customers at the lower range of income and education. On the other hand, the association between perceived value and loyalty behaviors was stronger for older passengers with more education and income, irrespective of gender.

Originality/value

The first goal was to assess the main effects of perceived value/customer satisfaction on customer loyalty behaviors. It was found that perceived value/customer satisfaction affected loyalty behaviors, including RPI, WOM and WPM, in different ways. For instance, while customer satisfaction was suggested to be an important predictor of RPI, perceived value was an important predictor of WPM. Importantly, this study also examines how customers' personal characteristics, i.e. moderating variables in this study, impact perceived value/customer satisfaction such that loyalty behaviors are demonstrably changed. Thus, with this additional knowledge of customers' personal characteristics in the context of loyalty behaviors, marketers can create new strategies to develop long-term brand loyalty.

Details

Management Research Review, vol. 37 no. 8
Type: Research Article
ISSN: 2040-8269

Keywords

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Book part
Publication date: 2 October 2003

Graciela Bensusán and Maria Lorena Cook

The July 2, 2000, electoral victory of Vicente Fox of the opposition National Action Party (PAN) as president of Mexico marked an historic turning point in that country’s…

Abstract

The July 2, 2000, electoral victory of Vicente Fox of the opposition National Action Party (PAN) as president of Mexico marked an historic turning point in that country’s political development. The ouster from power of Mexico’s Institutional Revolutionary Party (PRI) after seventy-one years promised to rupture the long-time alliance between organized labor, the state, and the PRI. A transition to a democratic political regime would create new opportunities for the struggling independent labor movement in Mexico. More importantly, a political transition would make possible for the first time a shift away from an authoritarian-corporatist system of industrial relations toward a democratic model of labor governance.

Details

Labor Revitalization: Global Perspectives and New Initiatives
Type: Book
ISBN: 978-1-84950-153-8

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Article
Publication date: 24 October 2022

Daniel Maar, Ekaterina Besson and Hajer Kefi

This article draws on a reasoned action perspective and the two fundamental dimensions (i.e. warmth and competence) of the Stereotype Content Model (SCM) to analyze customers'…

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Abstract

Purpose

This article draws on a reasoned action perspective and the two fundamental dimensions (i.e. warmth and competence) of the Stereotype Content Model (SCM) to analyze customers' chatbot-related attitudes and usage intentions in service retailing. The authors investigate how chatbot, customer, and contextual characteristics, along with perceptions of chatbot warmth and competence, shape customers' chatbot-related attitudes. Furthermore, the authors analyze whether the customer generation or the service context moderates the relationship between chatbot-related attitudes and usage intentions.

Design/methodology/approach

The results are based on two studies (N = 807). Study 1 relies on a 2 (chatbot communication style: high vs low social orientation) × 2 (customer generation: generation X [GenX] vs generation Z [GenZ]) × 2 (service context: restaurant vs medical) between-subjects design. Study 2 relies on a similar number of respondents from GenX and GenZ who answered questions on scheduling a service with either the dentist or the favorite restaurant of the respondents.

Findings

GenZ shows more positive attitudes toward chatbots than GenX, due to higher perceptions of warmth and competence. While GenZ has similar attitudes toward chatbots with a communication style that is high or low in social orientation, GenX perceives chatbots with a high social orientation as warmer and has more favorable attitudes toward chatbots. Furthermore, the positive effect of chatbot-related attitudes on usage intentions is stronger for GenX than GenZ. These effects do not significantly differ between the considered contexts.

Originality/value

This research formulates future directions to stimulate debate on factors that service retailers should consider when employing chatbots.

Details

Journal of Service Management, vol. 34 no. 2
Type: Research Article
ISSN: 1757-5818

Keywords

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