Fashion retailing “tech-gagement”: engagement fueled by new technology

2018 ◽  
Vol 22 (4) ◽  
pp. 390-406 ◽  
Author(s):  
Chiara Colombi ◽  
Pielah Kim ◽  
Nioka Wyatt
Keyword(s):  
Digital Technology ◽  
New Technology ◽  
Customer Engagement ◽  
Full Spectrum ◽  
Content Type ◽  
Technology Tools ◽  
Original Contribution ◽  
Brick And Mortar ◽  
Research Questions ◽  
Experiential Quality

Purpose The state of interactive digital technology is evolving rapidly and has shifted the ways in which customers shop dramatically. This trend heightens the need for research that examines the latest interactive digital technology tools adopted in fashion retailing. In response, the purpose of this paper was to examine fashion retailers’ incorporation of new interactive digital technology – in both online and offline retailing formats, and including new hybrid contexts – and its results in providing new experiential quality that contributes strongly to engage with customers. Design/methodology/approach The paper first reviews the literature and then proposes the research questions. This is followed by exploratory substantiation of those propositions with the findings from case studies that examined the new interactive digital technology implemented by six leading fashion retailers. Findings Various digital technology tools implemented in brick-to-click, click-to-brick and brick-and-mortar retailing offer customers a variety of experiential qualities that allow them to co-create products, engage in emotion-driven sensational and personalized shopping experiences and seamless shopping virtually, all of which derive from interactive digital technology implemented to enhance customer engagement. Originality/value This research examined the implementation of interactive digital technologies across the full spectrum of the fashion retail settings above. This paper makes an original contribution by adopting a customer-centric perspective and assessing the advantages technology provides to customer’s engagement quality in shopping, which differs from the traditional firm-centric perspective that views technology as a way to innovate retailers’ operations.

Social media engagement, service complexity, and experiential quality in US hospitals

2020 ◽  
Vol 34 (6) ◽  
pp. 833-845 ◽  
Author(s):  
Youngsu Lee ◽  
Joonhwan In ◽  
Seung Jun Lee
Keyword(s):  
Social Media ◽  
Demographic Data ◽  
Positive Association ◽  
Customer Engagement ◽  
Service Firms ◽  
Multiple Sources ◽  
Cross Sectional ◽  
Content Type ◽  
Social Media Engagement ◽  
Experiential Quality

Purpose As social media platforms become increasingly popular among service firms, many US hospitals have been using social media as a means to improve their patients’ experiences. However, little research has explored the implications of social media use within a hospital context. The purpose of this paper is to investigate a hospital’s customer engagement through social media and its association with customers’ experiential quality. Also, this study examines the role of a hospital’s service characteristics, which could shape the nature of the interactions between patients and the hospital. Design/methodology/approach Data from 669 hospitals with complete experiential quality and demographic data were collected from multiple sources of secondary data, including the rankings of social media friendly hospitals, the Hospital Compare database, the Center for Medicare and Medicaid (CMS) cost report, the CMS impact file, the Healthcare Information and Management Systems Society Analytics database and the Dartmouth Atlas of Health Care. Specifically, the authors designed the instrumental variable estimate to address the endogeneity issue. Findings The empirical results suggest a positive association between a hospital’s social media engagement and experiential quality. For hospitals with a high level of service sophistication, the association between online engagement and experiential quality becomes more salient. For hospitals offering various services, offline engagement is a critical predictor of experiential quality. Research limitations/implications A hospital with more complex services should make efforts to engage customers through social media for better patient experiences. The sample is selected from databases in the US, and the databases are cross-sectional in nature. Practical implications Not all hospitals may be better off improving the patient experience by engaging customers through social media. Therefore, practitioners should exercise caution in applying the study’s results to other contexts and in making causal inferences. Originality/value The current study delineates customer engagement through social media into online and offline customer engagement. This study is based on the theory of customer engagement and reflects the development of mobile technology. Moreover, this research may be considered as pioneering in that it considers the key characteristics of a hospital’s service operations (i.e., service complexity) when discovering the link between customers’ engagement through a hospital’s social media and experiential quality.

scholarly journals Japanese government venture capital: what should we know?

2018 ◽  
Vol 12 (1) ◽  
pp. 14-31 ◽  
Author(s):  
Tetsuya Kirihata
Keyword(s):  
Venture Capital ◽  
New Technology ◽  
Japanese Government ◽  
Future Research ◽  
Content Type ◽  
Academic Literature ◽  
Current State ◽  
New Technology Based Firms ◽  
Research Questions

Purpose The purpose of this paper is to discuss the implication of Japanese government venture capital (VC) policies for future research and to provide basis for policymakers and practitioners. Design/methodology/approach This is an academic literature review of available peer-reviewed publications on government VC policies. This paper discusses and analyses the current state and issues of the Japanese government VC policies regarding three research questions: What do Japanese government VCs do? Do they contribute to their portfolios? and Do they contribute to the development of VC market? Findings There are mainly two findings in this paper: It is effective to establish a complementary relationship with private VCs for Japanese government VCs to contribute to their portfolios; Japanese government should simultaneously continue to make and review policies for the VC market, the stock market, the entrepreneur sector and the environment surrounding them by its strategic long-term commitment to contribute to the development of VC market and new technology-based firms in Japan. Originality/value As there are only a few studies on recently strengthened Japanese government VC policies, this paper provides an in-depth discussion on these Japanese VC policies, which can be used for future research and as a valuable resource for policymakers and practitioners.

The crusade of digital disruption

2018 ◽  
Vol 39 (6) ◽  
pp. 13-20 ◽  
Author(s):  
Kurt Matzler ◽  
Stephan Friedrich von den Eichen ◽  
Markus Anschober ◽  
Thomas Kohler
Keyword(s):  
Digital Technology ◽  
Design Methodology ◽  
Business Models ◽  
Digital Products ◽  
Content Type ◽  
Original Contribution ◽  
Multiple Case ◽  
Multiple Case Studies ◽  
Digital Disruption ◽  
Practical Implications

Purpose This paper aims to help managers understand digital disruption and implement strategies that will support the digital transformation of companies. Traditional companies need to learn from disruptive ventures and reimagine their business models based on digitalization. Design/methodology/approach The study is based on multiple case studies of both disruptive startups and established organizations navigating digital transformations. Findings The authors introduce three levels of digitalization to build a framework of six different value creation stages that result from digitalization. Companies need to create digital products, enhance their processes with digital technology and most important reimagine their business models. Practical implications Managers receive guidance on how to deal with digital disruption. They can learn from pathfinding companies that successfully leveraged digital technology to create and capture new value. Originality/value The original contribution of this paper is a simple and useful framework to understand and leverage digital disruption.

scholarly journals Improving customer satisfaction and loyalty through mHealth service digitalization

2020 ◽  
Vol 32 (6) ◽  
pp. 1541-1560 ◽  
Author(s):  
Nicola Cobelli ◽  
Andrea Chiarini
Keyword(s):  
Information Technology ◽  
Customer Satisfaction ◽  
New Technologies ◽  
Mobile Apps ◽  
New Technology ◽  
Critical Event ◽  
Sense Making ◽  
Content Type ◽  
Technology Tools ◽  
Customer Satisfaction And Loyalty

PurposeThe main purpose of this exploratory study is to investigate the attitude of pharmacists, as small- and medium-sized enterprise (SME) owners, toward new technologies, and more precisely, toward the adoption of mobile apps for mobile health (mHealth). Such apps are generally used to improve customer satisfaction and loyalty. This study measures pharmacists’ subjective experiences of mobile apps for mHealth and aims to understand how these pharmacists make sense of these apps.Design/methodology/approachThe study adopted the narrative inquiry technique combined with critical event analysis. Participants' experiences were categorized based on how they viewed new technology tools. Interpretative inductive analysis identified precise aspects of the sense making illustrative of non-adoption or confused adoption of new technologies by pharmacists.FindingsThis study investigates to what extent new technology tools such as mobile apps affect retailers and more precisely the reasons why mobile apps are and are not adopted by retailers, as potential users, in the pharmaceutical industry. We identified four aspects of sense making that illustrated non-adoption or confused adoption of new technologies by pharmacists. These aspects are deeply discussed in the paper and are referred to the dimensions of confusion to confidence; suspicion to trust; frustration to education; mistrust to cooperation.Research limitations/implicationsThe main limitation of the present study is the limited number of territories investigated. This limitation arose because of the exploratory nature of the available research, which is generally based on case studies, and the lack of clear operationalization of the research available at the time of data collection. Another limitation is that the sample included only SMEs operating in the Italian pharmacy industry.Originality/valueMany studies have highlighted the opportunities related to new mobile apps in the business-to-business market. Several have investigated customer interest in such new technology. If some contributions have indirectly investigated the acceptance of information technology tools, to the best of our knowledge, no study has been conducted to investigate directly and precisely the level of pharmacists' acceptance, use, and willingness to adopt information technology (e.g., mobile apps) for customer service in mHealth and mainly the reasons of non-adoption.

Post-digital prosumption and the sharing economy of space: The pay-per-minute cafe

2021 ◽  
pp. 146954052110220
Author(s):  
Alexandra Kviat
Keyword(s):  
Consumer Culture ◽  
Digital Technology ◽  
Sharing Economy ◽  
Digital Culture ◽  
Cultural Impact ◽  
Pricing Policy ◽  
Digital Platforms ◽  
Brick And Mortar ◽  
Physical Spaces

Although prosumption and the sharing economy are currently at the cutting edge of consumer culture research, little attempt has been made to explore the theoretical relationship between these concepts and approach them with a pluralistic, dynamic, nuanced and ethnographically informed lens moving beyond the dichotomies of capitalism versus anti-capitalism, rhetoric versus reality, exploitation versus empowerment and traditional versus digital consumer culture. This article addresses these gaps by focusing on the phenomenon of pay-per-minute cafes – physical spaces inspired by digital culture and meant to apply its principles in the brick-and-mortar servicescape. Drawing on a multi-site, multi-method case study of the world’s first pay-per-minute cafe franchise, the article shows a multitude of ways in which prosumption and the sharing economy, both shaped by different configurations of organisational culture, physical design, food offer and pricing policy, are conceived, interpreted and experienced by the firms and customers across the franchise and argues that conflicts and contradictions arising from this diversity cannot be reduced to the narrative of consumer exploitation. Finally, while both prosumption and the sharing economy are typically defined by the use of digital platforms, this article makes a case for a post-digital approach to consumer culture research, looking into the cultural impact of digital technology on traditional servicescapes.

scholarly journals Social Media use and value creation in the digital landscape: a dynamic-capabilities perspective

2020 ◽  
Vol 31 (3) ◽  
pp. 313-343
Author(s):  
Aurora Garrido-Moreno ◽  
Víctor García-Morales ◽  
Stephen King ◽  
Nigel Lockett
Keyword(s):  
Social Media ◽  
Value Creation ◽  
Dynamic Capabilities ◽  
Media Use ◽  
Business Value ◽  
Customer Engagement ◽  
Social Media Use ◽  
Content Type ◽  
Social Media Tools ◽  
Dynamic Capabilities Perspective

PurposeAlthough Social Media use has become all-pervasive, previous research has failed to explain how to use Social Media tools strategically to create business value in today's increasingly digital landscapes. Adopting a dynamic capabilities perspective, this paper empirically examines the specific process through which Social Media use translates into better performance and the capabilities involved in this process.Design/methodology/approachA research model is proposed that includes both antecedents and consequences of Social Media use. Existing research was examined to derive the research hypotheses, which were tested using SEM methodology on a sample of 212 hotels.FindingsThe results show that Social Media use does not exert significant direct impact on organizational performance. Rather, the findings confirm the mediating role played by Social CRM and Customer Engagement capabilities in the value creation process.Practical implicationsThe results demonstrate how Social Media tools should be implemented and managed to generate business value in hotels. Implications yield interesting insights for hotel managersOriginality/valueThis study is a first attempt to analyze empirically the real impact of digital media technologies, particularly Social Media use, drawing on the dynamic capabilities perspective and focusing on service firms (hotels). Including the variable “Organizational Readiness” as a basic prerequisite to benefit from Social Media use enhances the study's novelty and contribution.

Value chain analysis: an iterative and relational approach for agri-food chains

2016 ◽  
Vol 21 (3) ◽  
pp. 352-362 ◽  
Author(s):  
Janet Howieson ◽  
Meredith Lawley ◽  
Kathleen Hastings
Keyword(s):  
Diagnostic Tool ◽  
Value Chain ◽  
Positive Impact ◽  
Value Chains ◽  
Food Chains ◽  
Value Chain Analysis ◽  
Content Type ◽  
Relational Approach ◽  
Chain Analysis ◽  
Original Contribution

Purpose Value Chain Analysis (VCA) is established as a diagnostic tool. The purpose of this study is to extend existing applications and develop an iterative and relational method. to facilitate the application of VCA to agri-food chains as a strategic process rather than a diagnostic tool. Design/methodology/approach Using a multiple case study design, the new approach to VCA was applied to four Australian prawn fisheries. These fisheries varied in size, location, management structures and marketing arrangements and allowed the general applicability of the approach to be explored. Findings The application of the revised VCA revealed the importance of undertaking a strategic approach, with the outcome for all fisheries being a greater understanding of their consumers and an enhanced realisation of commercial opportunities. Two fisheries completed the revised VCA, and the findings show that a relational approach is crucial in creating value. In addition, it was shown that formalised structures and the informal behaviours of the value chain members have a strong positive impact on the relationship process. Research limitations/implications The research furthers the value chain literature and contributes an iterative approach to the application of VCA. The research also shows that obtaining improvements is not achievable for all chains, and, if the entire chain is not engaged with the process, the value of the results will be compromised. Further research is needed to confirm the validity of findings in other food industries. Originality/value The relational approach is an original contribution to the area of VCA research and provides industry with a blueprint for creating successful value chains. Specifically, the areas of implementation and evaluation make an original contribution to the theoretical and practical knowledge of value chains.

Investigating consumers’ reluctance to give up local hard drives after adopting the Cloud

2016 ◽  
Vol 14 (2) ◽  
pp. 152-166 ◽  
Author(s):  
Joanne E. McNeish ◽  
Anthony Francescucci ◽  
Ummaha Hazra
Keyword(s):  
Technology Development ◽  
Service Providers ◽  
New Technology ◽  
Cloud Service ◽  
Relative Advantage ◽  
Content Type ◽  
Hard Drives ◽  
Content Creation ◽  
Simultaneous Use ◽  
Personal Content

Purpose The next phase of hardware technology development is focused on alternative ways to manage and store consumers’ personal content. However, even consumers who have adopted Cloud-based services have demonstrated a reluctance to move all of their personal content into the Cloud and continue to resist giving up local hard drives. This paper aims to investigate the characteristics of local hard drives and the Cloud that lead to simultaneous use. Design/methodology/approach This paper uses content analysis of online comments and ten depth interviews with simultaneous users of local hard drives and the Cloud. Findings Three factors influence the resistance to giving up local hard drives. Simultaneous users utilize local hard drives as a redundancy system and as a way to ensure the permanence of their digital content. They are unsure of the Cloud’s ability to support their content creation, management and storage activities (task-technology fit). Research limitations/implications Study findings are based on qualitative methods and thus the results cannot be considered conclusive. Practical implications The authors speculate that it is unlikely that Cloud-only will fully replace hard drives until these factors are understood and addressed by information technology developers. Cloud service providers may not be aware of how little that users understand the Cloud. In contrast to their certainty and confidence in local hard drives, simultaneous users are confused as to what the Cloud is and how it functions. This uncertainty exacerbates their risk perception and need for control. Originality/value This is the first study exploring simultaneous use of local hard drives and the Cloud with a view to understanding this behaviour in terms of the relative advantage of the incumbent technology over the new technology.

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