scholarly journals Social media content and product co-creation: an emerging paradigm

2016 ◽  
Vol 29 (1) ◽  
pp. 7-18 ◽  
Author(s):  
Ashish K. Rathore ◽  
P. Vigneswara Ilavarasan ◽  
Yogesh K. Dwivedi
Keyword(s):  
Social Media ◽  
Product Development ◽  
Product Design ◽  
User Generated Content ◽  
Product Development Process ◽  
Customer Engagement ◽  
Media Content ◽  
Content Type ◽  
Social Media Platforms ◽  
Product Design Process

Purpose – The purpose of this paper is to conceptualise and discuss the possible insights that can be generated for product development by analysing the user-generated content available from various social media platforms. Design/methodology/approach – The paper reviews the role of user generated content in developing products and its features (e.g. appearance and shape). It delineates the directions in which the relationship between social media content and customer oriented concepts evolve while developing successful new products. Findings – The review and arguments presented in this paper suggest that the social media approach adds more value than the traditional approaches for obtaining insights about the products. Availability of users’ opinions and information about existing products provide insights for the improvement in the product design process. Co-creation and self-construal are important components that are based on customer engagement and customer behaviour, respectively, in the product design and development. Practical implications – As social media creates new ways of communication with users, businesses can include users into the product development process to improve and refine their products or for making the next generation of products. Originality/value – This paper suggests a new approach in getting useful insights about the products from user-generated contents. This way of using social media helps businesses to move forward from the traditional product development paradigms.

scholarly journals Engaging customers through user-and company-generated content on CSR

2019 ◽  
Vol 23 (3) ◽  
pp. 339-372 ◽  
Author(s):  
Alberto Badenes-Rocha ◽  
Carla Ruiz-Mafé ◽  
Enrique Bigné
Keyword(s):  
Social Media ◽  
Mixed Methods ◽  
Hotel Industry ◽  
User Generated Content ◽  
Customer Engagement ◽  
Content Type ◽  
Mixed Methods Approach ◽  
Customer Perceptions ◽  
Customer Trust ◽  
The Impact

Purpose This study aims to analyze the role of corporate social responsibility (CSR) customer perceptions, customer–company identification and customer trust on customer engagement (CE), paying special attention to the moderating effects of two types of social media communication, firm-generated content and user-generated content. Design/methodology/approach The study uses a mixed-methods’ approach. First, a single-factor experiment using Twitter posts as stimuli with 227 hotel guests. The structural model was analyzed using SmartPLS 3.2.7. Second, structured in-depth interviews were undertaken with three hotel industry experts to complement the conclusions of the quantitative study. Findings The results show that when a customer trusts a hotel and identifies with its corporate values, CSR tweets generate CE toward the hotel. CSR communications made by customers reinforce the impact of CSR tweets on customer trust more than CSR tweets posted by hotels. Hotel industry experts give insights to explain these results in different types of hotels. Practical implications CSR communications made through Twitter affect customers’ perceptions of a hotel’s CSR activities and customer trust in hotels, especially if they originate from a source external to the company. This result can be of use for hotel managers who have not previously given importance to active CSR communications or the interactivity of social media. Originality/value The authors show the moderating effect of user-generated content in the relationship between CSR customer perceptions and customer trust, thus contributing to the research into the effectiveness of social media. They use a mixed-methods’ approach to increase the validity of the results.

Bilingual brand communities? Strategies for targeting Hispanics on social media

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Dino A. Villegas ◽  
Alejandra Marin Marin
Keyword(s):  
Social Media ◽  
Cultural Identity ◽  
Customer Engagement ◽  
Content Type ◽  
Online Spaces ◽  
The Usa ◽  
Social Media Platforms ◽  
Four Levels ◽  
Facebook Pages ◽  
The Impact

Purpose This paper aims to explore different strategies used by brands to target the Hispanic market via social media from the lens of the Spanish language in a multicultural country like the USA. Design/methodology/approach This study uses a netnographic approach by drawing information from a study of the Facebook pages of 11 brands belonging to different industries. Findings Companies engage in four levels of cultural identity adaptation using different strategies based on ethnicity: language adaptation, identity elements, identity matching and Latino persona. The study also shows that merely translating Facebook pages do not generate high levels of communitarian interaction. Practical implications This study examines different strategies used by brands in the USA to target the Hispanic audience on social media to provide insights for brand managers to develop online engagement. Originality/value With the increase in cultural diversity in different countries and the rise of social media platforms, brand researchers need to better understand how cultural identity permeates marketing strategies in online spaces. Social media platforms such as Facebook offer flexible environments where strategies beyond product- and brand-related aspects can be used. This study extends the literature by showing the heterogeneity of cultural identity-based strategies used by companies to ensure customer engagement and brand loyalty and the impact of such strategies on users.

Customer experience with the branded content: a social media perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Muhammad Waqas ◽  
Zalfa Laili Hamzah ◽  
Noor Akma Mohd Salleh
Keyword(s):  
Social Media ◽  
Peer Review ◽  
Virtual Community ◽  
Customer Experience ◽  
Customer Engagement ◽  
Structured Interviews ◽  
Content Type ◽  
Product Categories ◽  
The Social ◽  
Social Media Platforms

PurposeSocial media platforms are important channels to create a favourable customer experience. The purpose of this paper is to investigate the types of experiences customers can have with the branded content on social media.Design/methodology/approachData were collected from 20 participants using semi-structured interviews. Thematic analysis was used to analyse the qualitative data.FindingsThe results identify seven types of branded content experience which are evoked when customers interact with branded content on social media. The results also suggest that branded content experience acts as a driver of consumer engagement with branded content which eventually leads to customers' sense of virtual community.Research limitations/implicationsThe findings provide theoretical implications for content creators. Further research should aim at comparing the branded content experience on different social media platforms and across different product categories.Originality/valueThis study contributes to customer engagement and experience literature in social media content by enhancing the understanding of branded content experience concept and its conceptual relationship with customer engagement in the social media context.Peer reviewThe peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-10-2019-0333

From Customer Requirements to Detailed Design: How Do Product Data Change?

2018 ◽  
Author(s):  
Marco Rossoni ◽  
Giorgio Colombo ◽  
Luca Bergonzi
Keyword(s):  
Product Development ◽  
Product Design ◽  
Design Process ◽  
Development Process ◽  
Digital Data ◽  
Product Development Process ◽  
Product Data ◽  
Virtual Tools ◽  
Current Trends ◽  
Product Design Process

Current trends in product development process highlight the increasing adoption of digital data and virtual processes. Nowadays, a huge amount of product data are collected without a clear management strategy and, oftentimes, they dont even cover the whole product development process. A global and integrated planning about information needed to sustain product design process is not a trivial task and, usually, companies underrates this issue. From the perspective of virtualization of processes, and then their automation, the lack of structured knowledge is certainly awful. This paper aims at making a critical analysis how product data evolve throughout the product design or configuration process and how they impact the product development activities. Efficient digital product twin allows companies to virtualize processes and leverage their automation, but it is important to understand how the knowledge management should be carried out. Three case studies, directly experienced by the authors, have been investigated analyzing digital data and virtual tools that allow companies to automate the design process, each one bringing a peculiar perspective of the problem.

Circular product design: strategies, challenges and relationships with new product development

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Marina Fernandes Aguiar ◽  
Jaime A. Mesa ◽  
Daniel Jugend ◽  
Marco Antonio Paula Pinheiro ◽  
Paula Paula De Camargo Fiorini
Keyword(s):  
Product Development ◽  
Product Design ◽  
New Product Development ◽  
Circular Economy ◽  
Development Process ◽  
New Product ◽  
Research Area ◽  
Product Development Process ◽  
Design Strategies ◽  
Content Type

PurposeAlthough product design is a fundamental element in the transition towards the circular economy, the knowledge of practices, methods and tools oriented to circular product design has not been widely developed. This study aims to contribute to the circular economy research area by investigating and analyzing the main design approaches to circular products and their relationship to new product development.Design/methodology/approachThe authors conducted a systematic review and qualitative analysis of 120 articles. In these studies, the authors analyzed aspects such as design strategies used, the barriers to the adoption of circular product design and the relationships between the phases of new product development processes with circular product design studies.FindingsThe findings revealed that the circular product design approach has added new design strategies to those already recommended by ecodesign, such as multiple use cycles, emotional durability and biomimicry. Furthermore, the results showed that most circular product design articles focus on the planning and concept development phases of the new product development process.Originality/valueIn this article, the authors systematized the findings of an emergent research area: the development of new products for the circular economy. Its main contributions lie in the identification of design strategies, the classification of Design for X approaches, analysis of such approaches during the new product development process and discussion of their main barriers. Finally, this study presents contributions for managers and designers who are starting the transition to a circular strategy.

Creation of unstructured big data from customer service

2018 ◽  
Vol 29 (2) ◽  
pp. 723-738 ◽  
Author(s):  
Jyotirmoyee Bhattacharjya ◽  
Adrian Bachman Ellison ◽  
Vincent Pang ◽  
Arda Gezdur
Keyword(s):  
Social Media ◽  
Big Data ◽  
Customer Service ◽  
Customer Engagement ◽  
Customer Contact ◽  
Content Type ◽  
The Usa ◽  
Social Media Platforms ◽  
Media Platform ◽  
Using Data

Purpose Customer service provision is a growing phenomenon on social media and parcel shipping companies have been among the most prominent adopters. This has coincided with greater interest in the development of analysis techniques for unstructured big data from social media platforms, such as the micro-blogging platform, Twitter. Given the growing use of dedicated customer service accounts on Twitter, the purpose of this paper is to investigate the effectiveness with which parcel shipping companies use the platform. Design/methodology/approach This paper demonstrates the use of a combination of tools for retrieving, processing and analysing large volumes of customer service-related conversations generated between parcel shipping companies and their customers in Australia, UK and the USA. Extant studies using data from Twitter tend to focus on the contributions of individual entities and are unable to capture the insights provided by a holistic examination of the interactions. Findings This study identifies the key issues that trigger customer contact with parcel shipping companies on Twitter. It identifies similarities and differences in the approaches that these companies bring to customer engagement and identifies the opportunities for using the medium more effectively. Originality/value The development of consumer-centric supply chains and relevant theories require researchers and practitioners to have the ability to include insights from growing quantities of unstructured data gathered from consumer engagement. This study makes a methodological contribution by demonstrating the use of a set of tools to gather insight from a large volume of conversations on a social media platform.

Social media gold dust

2020 ◽  
Vol 36 (10) ◽  
pp. 21-22
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Design Methodology ◽  
Customer Relationship ◽  
User Generated Content ◽  
Customer Engagement ◽  
Content Type ◽  
Customer Base ◽  
Pertinent Information ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Organizations, particularly hotels, often underutilize social media as a method of building a larger customer base, as well as a way of boosting advertising through user-generated content. Social customer relationship management and customer engagement are key facets to boosting social media use in an organization. Originality/value The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Leadership in the Product Development Process

2015 ◽  
Vol 23 (1) ◽  
pp. 26-30
Author(s):  
Hugh E. McLoone
Keyword(s):  
Product Development ◽  
Product Design ◽  
Design Process ◽  
Development Process ◽  
New Products ◽  
Product Development Process ◽  
New Concepts ◽  
Evaluative Process ◽  
Product Design Process ◽  
The Right

Creativity can be viewed as a chaotic or unplanned activity. The product design process often may seem like chaos as well, but this is not inevitable. Designers and human factors/ergonomics (HF/E) professionals follow a clear design process with phases, levels, and methods for creation of successful new products. Research methods are offered at the right time during this process to generate new concepts and to evaluate designs. We work together to create innovative, valued, and successful products via a generative, iterative, evaluative process.

Social content marketing, social media and product development process effectiveness in high-tech companies

2019 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nader Seyyedamiri ◽  
Ladan Tajrobehkar
Keyword(s):  
Social Media ◽  
Product Development ◽  
Development Process ◽  
Product Development Process ◽  
High Tech ◽  
Mobile Media ◽  
Social Content ◽  
Content Type ◽  
The Impact ◽  
Content Marketing

Purpose The purpose of this paper is to investigate the impact of social content marketing in social media on the effectiveness of the new product development process of high-tech companies with regard to the e-trust as a mediator between content and effectiveness. Design/methodology/approach For this study, a descriptive research method has been adopted. Data were collected through a questionnaire. In total, 430 questionnaires were distributed among professionals and managers working in R&D, marketing, sales and strategic departments of firms affiliated with ICT Guild Organization in September 2017. Of this number, 384 complete questionnaires were included in the study. Data were analyzed using structural equation method by Smart PLS software. Findings Findings show that although social content marketing and e-trust influenced the effectiveness of the product development process, e-trust did not play a mediating role in the relationship between social content marketing and effectiveness of product development process in high-tech companies. Practical implications High-tech companies, drawing on the results of this research, can utilize the component of social content marketing in social and mobile media and content publication through e-commerce, social and mobile media and m-commerce while analyzing user-generated content to identify user demands and achieve the proper idea generation. At the time of commercializing, by educating and informing customers, they mitigate fears and risks. This will lead to increasing the effectiveness of the product development process, market share and achieving revenue goals. Originality/value This study investigates the social content marketing role in product development process in high-tech companies and tests the model in the context of the Tehran IT industries. The result of this study provides a reference for managers of high-tech companies and helps them lower the failure rate of product development.

scholarly journals Social Media Analytics and New Product Development

2019 ◽  
Vol 8 (11) ◽  
pp. 3682-3686
Keyword(s):  
Social Media ◽  
Product Development ◽  
New Product Development ◽  
New Product ◽  
Product Development Process ◽  
Social Media Analytics ◽  
User Behaviors ◽  
Service Portfolio ◽  
Social Media Platforms ◽  
The Impact

Social Media, due to its ubiquitous nature, has permeated into the daily lives of the customers of the organizations. The existing and prospective customers are increasingly engaged with the organizations through a two-way communication channel, which is almost always available to them. Through these engagements, an enormous level of data (big data) is being generated on social media platforms. However, this data, generated on social media platforms, is highly unstructured in nature that needs to be organized before suitable inferences can be drawn to facilitate the decision making by the organizations. This data is analyzed through social media analytics to understand the experiences, expectations, user behaviors, among others to improvise or innovate the existing product/service portfolio or to develop new products. This paper has attempted to understand the impact of social media analytics on the effectiveness of new product development activities and has also tried to emphasize the need for analyzing the data being generated on social media for enhancing the new product development process.

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