scholarly journals The implications of eWOM adoption on the customer journey

2020 ◽  
Vol 37 (7) ◽  
pp. 749-759 ◽  
Author(s):  
Chananchida Ngarmwongnoi ◽  
João S. Oliveira ◽  
Majd AbedRabbo ◽  
Sahar Mousavi
Keyword(s):  
Critical Role ◽  
Product Evaluation ◽  
Customer Behavior ◽  
Purchase Behavior ◽  
Structured Interviews ◽  
Customer Journey ◽  
Content Type ◽  
Different Types ◽  
Research Gap ◽  
Post Purchase

Purpose This paper aims to investigate customers' motives to engage with electronic word of mouth (eWOM), as well as the effect of eWOM on customer behavior, both at the purchase and post-purchase stages. Design/methodology/approach A qualitative approach was adopted, consisting of 30 semi-structured interviews with Thai consumers. Thematic analysis was used to analyze the data. Findings Information validation, product evaluation, purchase and post-purchase validation are key motives for consumers to search for eWOM. Furthermore, eWOM quantity, eWOM credibility and attitudes toward eWOM play a critical role in evaluation of information usefulness and adoption. Moreover, five different types of shoppers were identified according to their purchase behavior after adapting eWOM: prompt shoppers, in-store shoppers, promotion shoppers, conservative shoppers and remedy shoppers. Originality/value While the implications of the adoption of eWOM have been explored in previous research, there is limited understanding in terms of the impacts of eWOM on the customer journey. This study addresses this research gap by investigating not only customers' motives to engage with eWOM but also its effect on their behavior at the purchase and post-purchase stages.

Users and non-users of counterfeits: motivations, emotional outcomes and neutralization processes

2019 ◽  
Vol 28 (6) ◽  
pp. 733-746
Author(s):  
Şahver Omeraki Çekirdekci ◽  
Fatma Ozge Baruonu Latif
Keyword(s):  
Design Methodology ◽  
Economic Status ◽  
Customer Behavior ◽  
Purchase Behavior ◽  
Structured Interviews ◽  
Content Type ◽  
Socio Economic Status ◽  
Emotional Outcomes ◽  
Consumption Practices ◽  
Decision Making Processes

Purpose This paper aims to examine how socio-economic status (SES) shapes consumers’ purchase behavior of genuine brands and counterfeits. It also forms a typology based on the decision-making processes of these two groups by exploring neutralization processes and emotional outcomes related to their behaviors. Design/methodology/approach Data are collected through in-depth, semi-structured interviews with 42 users and non-users of counterfeits from different SES groups. Findings This paper develops a consumer typology based on the customer behavior of counterfeit and genuine brand users, as well as emotional outcomes and neutralization strategies used to justify their actions according to their SES group. These categories are defined as the black chameleons, the counterfeit owners, the genuine brand owners and the authenticity seekers. Originality/value This paper contributes to the counterfeit literature by examining the consumption practices of each SES group of users and non-users of counterfeits by focusing on motivations, emotional outcomes and neutralization processes. The study shows how consumers’ end consumption practices and their SES group explains the mix findings on the counterfeit literature.

Accessing resources for service innovation – the critical role of network relationships

2014 ◽  
Vol 25 (1) ◽  
pp. 2-29 ◽  
Author(s):  
Helena Rusanen ◽  
Aino Halinen ◽  
Elina Jaakkola
Keyword(s):  
Critical Role ◽  
Service Innovation ◽  
Innovation Process ◽  
Research Strategy ◽  
Future Research ◽  
Theoretical Understanding ◽  
Resource Access ◽  
Content Type ◽  
External Resources ◽  
Different Types

Purpose – This paper aims to explore how companies access resources through network relationships when developing service innovations. The paper identifies the types of resource that companies seek from other actors and examines the nature of relationships and resource access strategies that can be applied to access each type of resource. Design/methodology/approach – A longitudinal, multi-case study is conducted in the field of technical business-to-business (b-to-b) services. An abductive research strategy is applied to create a new theoretical understanding of resource access. Findings – Companies seek a range of resources through different types of network relationships for service innovation. Four types of resource access strategies were identified: absorption, acquisition, sharing, and co-creation. The findings show how easily transferable resources can be accessed through weak relationships and low-intensity collaboration. Access to resources that are difficult to transfer, instead, necessitates strong relationships and high-intensity collaboration. Research limitations/implications – The findings are valid for technical b-to-b services, but should also be tested for other kinds of innovations. Future research should also study how actors integrate the resources gained through networks in the innovation process. Practical implications – Managers should note that key resources for service innovation may be accessible through a variety of actors and relationships ranging from formal arrangements to miscellaneous social contacts. To make use of tacit resources such as knowledge, firms need to engage in intensive collaboration. Originality/value – Despite attention paid to network relationships, innovation collaboration, and external resources, previous research has neither linked these issues nor studied their mutual contingencies. This paper provides a theoretical model that characterizes the service innovation resources accessible through different types of relationships and access strategies.

Juggling on the line

2015 ◽  
Vol 37 (4) ◽  
pp. 459-474 ◽  
Author(s):  
Samantha Evans
Keyword(s):  
Critical Role ◽  
Case Study Research ◽  
Critical Factor ◽  
Employee Relations ◽  
Front Line ◽  
Structured Interviews ◽  
Line Managers ◽  
Content Type ◽  
Nuanced Understanding ◽  
High Level

Purpose – The purpose of this paper is to examine the interplay between the role of front line managers (FLMs) and their contribution to the reported gap between intended and actual human resource management (HRM). Design/methodology/approach – The findings draw on case study research using 51 semi-structured interviews with managers across two UK retail organisations between 2012 and 2013. Findings – This paper argues that FLMs are key agents in people management and play a critical role in the gap between intended and actual employee relations (ER) and HRM. The research found that these managers held a high level of responsibility for people management, but experienced a lack of institutional support, monitoring or incentives to implement according to central policy. This provided an opportunity for them to modify or resist intended policy and the tensions inherent in their role were a critical factor in this manipulation of their people management responsibilities. Research limitations/implications – The data were collected from only one industry and two organisations so the conclusions need to be considered within these limitations. Practical implications – Efforts to address the gap between intended and actual ER/HRM within organisations will need to consider the role tensions of both front line and middle managers. Originality/value – This research provides a more nuanced understanding of the interplay between FLMs and the gap between intended and actual HRM within organisations. It addresses the issue of FLMs receiving less attention in the HRM-line management literature and the call to research their role in the translation of policy into practice.

scholarly journals Co-creation of services: an online network perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Reihaneh Bidar ◽  
Alistair Barros ◽  
Jason Watson
Keyword(s):  
Future Research ◽  
Structured Interviews ◽  
Final Model ◽  
Content Type ◽  
Creation Process ◽  
Online Networks ◽  
Environmental Stimuli ◽  
Value Perception ◽  
Value Perceptions ◽  
Different Types

PurposeIn the co-creation process from a network perspective, service is produced, designed, and evaluated entirely by the actors with dynamic roles and with less participation by the firm's employees in the service process. The purpose of this paper is to develop a theoretical model that represents environmental stimuli and value perceptions that contribute to service co-creation behaviour in an online network.Design/methodology/approachA total of 36 semi-structured interviews were conducted with members of two online programming communities – GitHub and Stack Overflow co-creators, with the data analysed using thematic analysis. The stimulus-organism-response model guided the development of the final model.FindingsSocial influence and trust are influential in actor value perceptions, including primary and network value, the interplay of which leads actors to co-production, supportive, and administrative behaviour. Environmental factors do not directly drive actors; rather it is the value that initiates and drives actors, which, by extension, initiates and drives the co-creation of services.Research limitations/implicationsThe service co-creation behaviour model provides a basis for future research in the co-creation and co-destruction context to model behaviours within the online network organisation setting and thereby enable improvement of such systems. This model can be operationalised in a network environment through design features.Originality/valueThis paper provides a rich understanding of environmental stimuli and value perception factors that contribute to the co-creation of services, and identifies different types of behaviours in dynamic online networks. This paper presents a new model of different types of behaviours emerging from actor participation in the co-creation process.

scholarly journals Burden or blessing in disguise: interactions in supply chain complexity

2018 ◽  
Vol 38 (2) ◽  
pp. 314-332 ◽  
Author(s):  
Hendryk Dittfeld ◽  
Kirstin Scholten ◽  
Dirk Pieter Van Donk
Keyword(s):  
Supply Chain ◽  
Food Processing ◽  
Raw Materials ◽  
Structured Interviews ◽  
Food Processing Industry ◽  
Dynamic Complexity ◽  
Processing Industry ◽  
Case Study Methodology ◽  
Content Type ◽  
Different Types

Purpose While systems theory explicitly considers interactions as part of a system’s complexity, supply chain complexity (SCC) is mostly conceptualized and measured as a linear summation of several aspects. The purpose of this paper is to challenge the general understanding by explicitly investigating interactions between and across different types (detail and dynamic) and levels (plant, supply chain, environment) of SCC. Design/methodology/approach An exploratory multiple case study methodology is adopted drawing on in-depth semi-structured interviews with respondents from eight manufacturing plants in the food processing industry. Findings On the one hand, it is found that different types add and increase overall SCC. On the other hand, the study also shows the opposite: interactions between detail and dynamic complexity can reduce the overall SCC experienced. Additionally, the findings highlight the specific food processing characteristics such as the variability of quality and quantity of raw materials that underlie interactions between types and levels of SCC. Originality/value This study adds to theory by empirically showing that interactions across and between types and levels do not automatically increase, but might also reduce SCC. As such, the findings contribute new detail to the concept of SCC: aspects of complexity do not necessarily add up linearly. Additionally, this study is one of the first to demonstrate how specific contextual aspects from the food processing industry relate to SCC.

Youth high unemployment/unemployability in South Africa: the unemployed graduates' perspectives

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Zethembe Mseleku
Keyword(s):  
South Africa ◽  
South African ◽  
Work Experience ◽  
Critical Role ◽  
Structured Interviews ◽  
Cooperative Effort ◽  
Content Type ◽  
South African Universities ◽  
Skills Mismatch ◽  
Graduate Unemployment

PurposeThe purpose of this paper is to explore youth graduate unemployment and unemployability as a development problem in South Africa.Design/methodology/approachThis exploratory study applied a qualitative research method to elicit the perspectives of youth graduates regarding their unemployment and unemployability. A total of 30 face-to-face semi-structured interviews were conducted with unemployed youth who recently graduated from five South African universities.FindingsThe results indicate that, as youth graduate unemployment increases in South Africa, graduates become hopeless in terms of securing employment. The participants attributed their unemployment to multidimensional factors that include limited demand in the labour market, skills mismatch and lack of work experience.Research limitations/implicationsThis research exclusively focused on graduates from five South African universities; hence, the results of this small qualitative study cannot be generalised to the entire South African population. However, this paper offers important insights that may form the foundation for a nationwide study on a related topic.Originality/valueThis paper presents important insights that influence policy makers, government and other relevant stakeholders to develop alternative solutions to youth graduate unemployment. This paper recommends that government should play a critical role in bridging the gap between higher education and industry in order to address youth graduate unemployment. It also calls for a more cooperative effort between government, higher learning institutions and employers in order to create job opportunities for youth graduates in South Africa.

Knowledge management practices and systems in county governments in developing countries

2019 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Joshua Rumo Arongo Ndiege ◽  
Patrick Kanyi Wamuyu
Keyword(s):  
Developing Countries ◽  
Knowledge Management ◽  
Management Practices ◽  
Relevant Literature ◽  
Critical Role ◽  
Structured Interviews ◽  
Economic Resource ◽  
County Governments ◽  
Content Type ◽  
Knowledge Management Practices

Purpose While several studies have indicated the critical role played by the ability of countries to exploit knowledge as an economic resource, it would appear that there have been very few studies conducted on understanding the practices adopted by governments in relation to exploring knowledge, particularly in Africa. The purpose of this study is to investigate the prevailing knowledge management practices and technological solutions used by governments to support knowledge management. Design/methodology/approach To address the research objective of this study, semi-structured interviews and document analysis were used. The interviews were conducted with both senior and junior county officials from five counties in Kenya, with a total of 31 county officials participating. Further, various county documents were analysed both to seek convergence and corroborate the interview findings. Findings The study findings revealed that no systematic knowledge management practices existed in the county governments in Kenya, which were investigated. On the few occasions that the study did find evidence of knowledge management practices, these practices were isolated, informal, uncoordinated and rarely documented and/or communicated. Furthermore, the study found that there were inadequate policy frameworks in place to support knowledge management practices. The study also revealed a scarcity of relevant technological solutions tailored to support knowledge management practices. Research limitations/implications It was, thus, hoped that this research would promote an understanding of the prevailing local circumstances that hinder the effective utilisation of knowledge management practices and systems. The study recommends that county governments develop the capabilities required for creating and sustaining an enabling knowledge management environment through frameworks and policies that foster knowledge management practices and systems. The findings have practical implications for the way in which county governments in Kenya and other developing countries may improve their knowledge management practices and adopt appropriate technological solutions to support such practices. Originality/value Much of the existing literature on knowledge management is focussed on exploring such practices in large businesses. Studies centred specifically on the analysis of knowledge management practices in county governments in Africa, and how technological solutions may be used to build such practices are conspicuously lacking in the relevant literature.

scholarly journals Embodying circularity through usable relocatable modular buildings

Facilities ◽  
2019 ◽  
Vol 37 (1/2) ◽  
pp. 75-90 ◽  
Author(s):  
Riikka Kyrö ◽  
Tuuli Jylhä ◽  
Antti Peltokorpi
Keyword(s):  
Health Care ◽  
Circular Economy ◽  
Care Home ◽  
Primary Data ◽  
Structured Interviews ◽  
Support Functions ◽  
Health Care Centre ◽  
Content Type ◽  
Different Types ◽  
Modular Buildings

PurposeGlobal megatrends such as urbanization and ageing of the population result in fast-paced demographic changes, which pose different types of challenges for different regions. While many rural municipalities bear the burden of under-used buildings, cities are in a hurry to develop new ones to meet new space demands. The purpose of this paper is to assess the potential of relocatable modular buildings to address these challenges, following the principles of circular economy, while at the same time offering usability.Design/methodology/approachThis multiple case study explores existing relocatable modular health-care buildings in Finland. The case buildings host hospital support functions, imaging services, a health-care centre and a care home. The primary data comprise 21 semi-structured interviews and observation during factory and site visits.FindingsBased on the findings, relocatable modular buildings have many benefits and provide a viable option for cities and municipalities struggling to meet their fluctuating space demands. Some challenges were also identified, mainly derived from the dimensional restrictions of the modules.Originality/valueThis research contributes to the emerging body of knowledge on circular economy in the built environment. More specifically, the research provides a very concrete example of circularity and details a framework for usable and relocatable modular buildings. In conclusion, relocatable modular buildings could solve the challenges posed by quickly changing demographics in different types of regions and deliver both usability and circularity.

Impact of career shocks on Indian MBA careers: an exploratory study

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Vivek G. Nair ◽  
Leena Chatterjee
Keyword(s):  
Large Population ◽  
Communication Styles ◽  
Structured Interviews ◽  
Open Communication ◽  
Content Type ◽  
Indian Context ◽  
Different Types ◽  
Growing Economy ◽  
Gender Based ◽  
Mba Graduates

PurposeThe study explores career shocks in the Indian context and examines their impact on the career development of people with MBAs.Design/methodology/approachIn-depth, semi-structured interviews with 41 Indian MBA graduates were thematically analysed to identify career shocks that resulted in different types of transitions. Eight themes were identified based on ongoing and iterative comparison of these instances.FindingsOutcomes relating to competitive examinations that determined entry into various occupations were the first career shock experienced by participants. Geographical considerations were salient in the deliberations involving events relating to marriage, eldercare and spouse relocation. Events at the workplace that signalled uncertainty, a fall-out with one's boss or a request to relocate, prompted participants to switch employers. Some of the observed differences were gender based. While female MBA graduates adapted to handle both spousal and parental responsibilities, male MBA graduates did the same to shoulder eldercare responsibilities.Research limitations/implicationsThe study's retrospective design could have led to concerns regarding memory recall. The use of open-ended questions partially mitigated this, by giving participants the freedom to recount their experiences, to the extent that they could remember.Practical implicationsOrganisations in India could customise and strengthen policies to support employees who have maternity and eldercare responsibilities. Managers should make greater efforts to have open communication with their subordinates to overcome the challenges of operating in a culture with high power distance and indirect communication styles.Originality/valueThis study explored different types of career shocks and associated transitions. The Indian context, with its growing economy, large population, collectivistic culture and strong influence of family on careers, enabled a deeper examination of novel career shocks. The study also highlighted the dissimilar impact of career shocks for men and women and people at different career stages.

HRM policies play critical role workers in reducing staff turnover in Chinese hotels

2020 ◽  
Vol 28 (6) ◽  
pp. 29-30
Keyword(s):  
Public Relations ◽  
Critical Role ◽  
Retention Rates ◽  
Staff Turnover ◽  
Staff Retention ◽  
Structured Interviews ◽  
High Turnover ◽  
Content Type ◽  
The Difference ◽  
The Impact

Purpose The authors wanted to study hotels because of the alarmingly high turnover of staff, which varies between 22% and 80% across countries. They said previous studies of the importance of HRM had addressed other different sectors in the hospitality industry. Design/methodology/approach The authors carried out semi-structured interviews with eight males and seven females aged between 23 and 52 years old. They were all at junior, or mid-management, level. They had experience of working in a lot of different departments, including marketing, HRM, front office, public relations and finance. The interviews of between 45 minutes and an hour were carried out in cafes. All names were changed in the paper. Findings The in-depth interviews revealed that the way in which HR departments implement policies makes all the difference to staff retention rates. The authors said their study demonstrated the powerful role of HR departments in hotels and that hotel employees expected them to play proactive roles in promoting their wellbeing at work. Originality/value Studies of the impact of HRM on staff turnover in the hotel sector in China have been rare.

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