Organizational experience of social media: impacts on competitive intelligence

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Diogo Carvalho ◽  
Winnie Picoto ◽  
Peter Busch
Keyword(s):  
Social Media ◽  
Organizational Context ◽  
Decision Makers ◽  
Competitive Intelligence ◽  
Structured Interviews ◽  
Content Type ◽  
Fortune 1000 ◽  
University Professor ◽  
Potential Impact ◽  
The Individual

Purpose The paper aims to clarify the potential impact of data gathered from social media (SM) in the competitive intelligence (CI) process of organizations. As use of SM expands, analysis of this data becomes a critical business need providing essential support for decision makers. This paper seeks to examine how SM be used to enhance CI in an organizational context. Design/methodology/approach This paper adopted an exploratory mixed-method approach followed by a sequential and equal status design, with qualitative semi-structured interviews, accounting for the qualitative study and serving as precursor to a quantitative structured survey. Interviewees included a university professor and CI consultant, an SM analyst and a subject in a management position – all in the field of CI. A survey was sent to Fortune 1000 companies. Some 227 companies replied. Findings The findings were that the majority of respondents produce CI reports at least monthly, and that information transmitted mainly by presentation within organizations. Over 70% of companies outsource CI activities to specialized firms, while 80.9% of organizations felt CI improved their relationship with their customers. Not surprisingly, as the number of people dedicated to CI activities increased, the likelihood of an organization hiring outside companies specializing in CI diminished. Research limitations/implications All organizations sampled were large US companies; thus, small- and medium-sized enterprises were excluded, as were non-US viewpoints. As survey respondents were anonymous, the source of data at the level of the individual is missing. Finally, only three interviewees provided the qualitative data. Practical implications This investigation determined organizations should have an established and well-structured CI department. Furthermore, such a department should have between five and ten employees to maximize the potential. Outsourcing depends on the company’s specific needs. Nevertheless, regardless of whether it outsources CI activities or not, each firm should monitor SM to enhance the CI process. Originality/value Much SM-based CI is either non-existent or in “embryotic” stages in most companies, and therefore still a work in progress. Furthermore, as SM is a relatively new phenomenon, studies supporting its implementation are scarce. Companies stand to gain significant improvements to CI if SM is effectively used.

scholarly journals The use of Twitter for innovation in business markets

2020 ◽  
Vol 38 (5) ◽  
pp. 587-601
Author(s):  
Helen Cripps ◽  
Abhay Singh ◽  
Thomas Mejtoft ◽  
Jari Salo
Keyword(s):  
Social Media ◽  
Peer Interactions ◽  
Methodological Approach ◽  
Relationship Building ◽  
Business Relationships ◽  
Structured Interviews ◽  
Content Type ◽  
B2b Marketing ◽  
Individual Level ◽  
The Individual

PurposeThe purpose of this research is to investigate the use of Twitter in business as a medium for knowledge sharing and to crowdsource information to support innovation and enhance business relationships in the context of business-to-business (B2B) marketing.Design/methodology/approachThis study uses a combination of methodologies for gathering data in 52 face-to-face interviews across five countries and the downloaded posts from each of the interviewees' Twitter accounts. The tweets were analysed using structural topic modelling (STM), and then compared to the interview data. This method enabled triangulation between stated use of Twitter and respondent's actual tweets.FindingsThe research confirmed that individuals used Twitter as a source of information, ideas, promotion and innovation within their industry. Twitter facilitates building relevant business relationships through the exchange of new, expert and high-quality information within like-minded communities in real time, between companies and with their suppliers, customers and also their peers.Research limitations/implicationsAs this study covered five countries, further comparative research on the use of Twitter in the B2B context is called for. Further investigation of the formalisation of social media strategies and return on investment for social media marketing efforts is also warranted.Practical implicationsThis research highlights the business relationship building capacity of Twitter as it enables customer and peer conversations that eventually support the development of product and service innovations. Twitter has the capacity for marketers to inform and engage customers and peers in their networks on wider topics thereby building the brand of the individual users and their companies simultaneously.Originality/valueThis study focuses on interactions at the individual level illustrating that Twitter is used for both customer and peer interactions that can lead to the sourcing of ideas, knowledge and ultimately innovation. The study is novel in its methodological approach of combining structured interviews and text mining that found the topics of the interviewees' tweets aligned with their interview responses.

scholarly journals Self-presentation, privacy and electronic word-of-mouth in social media

2017 ◽  
Vol 26 (4) ◽  
pp. 415-428 ◽  
Author(s):  
Oleksandra Pasternak ◽  
Cleopatra Veloutsou ◽  
Anna Morgan-Thomas
Keyword(s):  
Social Media ◽  
Word Of Mouth ◽  
Brand Management ◽  
Electronic Word Of Mouth ◽  
Structured Interviews ◽  
Self Presentation ◽  
Content Type ◽  
Privacy Preferences ◽  
Self Image ◽  
The Individual

Purpose This study aims to explore the nature of electronic word-of-mouth (eWOM) and the key drivers of this consumer-generated brand communication, focusing on eWOM in the context of social media communications. Design/methodology/approach The study uses inductive qualitative design, and the data have been collected via 22 semi-structured interviews with individuals who follow brands on Facebook. Findings Building on interview data, the paper advances a conception of eWOM in the social media context and highlights that eWOM consists of a broad range of brand-related communications, which include such activities as consuming, commenting, posting and forwarding information. The study also uncovers two major antecedents of eWOM, which are one’s concern for self-presentation and privacy. Research limitations/implications Further research could examine additional drivers of brand-related eWOM in the context of Facebook brand pages, and investigate eWOM in other social media platforms. Practical implications The findings have two important implications for brand management. Firstly, considering the importance of self-presentation, brands are advised to develop an in-depth understanding of the types of self-image pursued by their target audience. Secondly, given the concerns about privacy on social media, brands may carefully consider and manage the levels of privacy that should apply when communicating with their followers. Originality/value The novel insights centre on the individual differences in eWOM activity, and the importance of one’s perceptions of self-image and privacy in explaining these differences. It seems that the propensity to engage in eWOM and the form that this communication takes are the reflections of one’s self-presentation and privacy preferences.

scholarly journals “CARE” in social media: perceptions of reputation in the healthcare sector

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Vidhi Chaudhri ◽  
Tessa Oomen ◽  
Jason Pridmore ◽  
Alexandra Joon
Keyword(s):  
Social Media ◽  
Design Methodology ◽  
Digital Health ◽  
Careful Analysis ◽  
Healthcare Sector ◽  
Structured Interviews ◽  
Mediated Communication ◽  
Content Type ◽  
Potential Impact ◽  
Professional Responses

PurposeGuided by the growing importance of social-mediated organisational communication, this study examines how communication professionals within healthcare organisations perceive and respond to the reputation impacts of social media on the organisation’s reputation. Although the healthcare sector finds itself in the midst of a (continually) transforming landscape characterised by large amounts of digital health (mis)information and an empowered “patient-as-consumer”, little is known about how professionals in this sector understand the changes and respond to them. Moreover, much extant scholarship on the topic is published in specialised health or medical journals and does not explicitly address the communication implications for healthcare organisations.Design/methodology/approachIn-depth semi-structured interviews were conducted with communication professionals responsible for social media across eight hospitals in the Netherlands. The sample included two participants working as communication consultants/social media advisors for healthcare organisations. In all, 15 interviews were conducted.FindingsBuilding on interviewee perspectives, the authors advance the CARE (Control, Access(ability), Responsive(ness) and Engagement) model of social-mediated communication, highlighting the dualistic characteristics of each dimension. This model is built upon a careful analysis of healthcare professional responses. In an always-on environment, understanding and managing the tensions within the authors’ model may be decisive to the reputation implications of social media use.Originality/valueUnderstanding the tensions within each dimension lends a more nuanced perspective on the potential impact(s) of social media as experienced by professionals in the field. In shifting away from a binary, either/or approach, the paper contributes to explicating the complexities of a pervasive phenomenon (i.e. social-mediated communication) and its multifaceted impacts on the healthcare sector.

Is this mine? Psychological ownership and the social media follower

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Caroline S.L. Tan
Keyword(s):  
Social Media ◽  
Design Methodology ◽  
Vital Role ◽  
Psychological Ownership ◽  
Structured Interviews ◽  
Content Type ◽  
Face To Face ◽  
The Social ◽  
Social Currency ◽  
Different Levels

Purpose The purpose of this study is to examine psychological ownership (PO) experienced by followers of social media influencers toward both influencer and the product. Design/methodology/approach Data were collected using face-to-face semi-structured interviews that were conducted with 30 respondents and analyzed using thematic analysis. Findings The study demonstrated that the PO experienced by the follower changes under different conditions resulting from perceived value, social currency and follower activity. Social currency plays a vital role in determining the target of PO, often affecting the narrative by the follower. Originality/value To the best of the author’s knowledge, this is the first paper to examine the transference of PO between product and influencer as experienced by the follower. It provides an understanding on PO that is experienced in different levels of intensity and changes depending on the motive of the follower; hence, transference of PO occurs and it is not a static.

Conspicuous consumption of luxury experiences: an experimental investigation of status perceptions on social media

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Carolin Siepmann ◽  
Lisa Carola Holthoff ◽  
Pascal Kowalczuk
Keyword(s):  
Social Media ◽  
Personal Characteristics ◽  
Conspicuous Consumption ◽  
Individual Characteristics ◽  
Luxury Goods ◽  
Content Type ◽  
The Status ◽  
Self Actualization ◽  
The Individual ◽  
High Level

Purpose As luxury goods are losing their importance for demonstrating status, wealth or power to others, individuals are searching for alternative status symbols. Recently, individuals have increasingly used conspicuous consumption and displays of experiences on social media to obtain affirmation. This study aims to analyze the effects of luxury and nonluxury experiences, as well as traditional luxury goods on status- and nonstatus-related dimensions. Design/methodology/approach After presenting the theoretical foundation, the authors conduct a study with 599 participants to compare status perceptions elicited by the conspicuous consumption of luxury goods, luxury experiences and nonluxury experiences. The authors investigate whether experiences that are visibly consumed on Instagram are replacing traditional luxury goods as the most important status symbols. Furthermore, the authors examine the effects of the content shown on nonstatus-related dimensions and analyze whether status perceptions differ between female and male social media communicators. Finally, the authors analyze how personal characteristics (self-esteem, self-actualization and materialism) influence the status perceptions of others on social media. Findings The results show that luxury goods are still the most important means of displaying status. However, especially for women, luxury experiences are also associated with a high level of social status. Thus, the results imply important gender differences in the perceptions of status- and nonstatus-related dimensions. Furthermore, the findings indicate that, in particular, the individual characteristics of self-actualization and materialism affect status perceptions depending on the posted content. Originality/value While the research has already considered some alternative forms of conspicuous consumption, little attention has been given to experiences as status symbols. However, with their growing importance as substitutes for luxury goods and the rise of social media, the desire to conspicuously consume experiences is increasing. The authors address this gap in the literature by focusing on the conspicuous display of luxury and nonluxury experiences on social media.

Consumer engagement in online brand communities: a social media perspective

2015 ◽  
Vol 24 (1) ◽  
pp. 28-42 ◽  
Author(s):  
Laurence Dessart ◽  
Cleopatra Veloutsou ◽  
Anna Morgan-Thomas
Keyword(s):  
Social Media ◽  
Holistic Approach ◽  
Structured Interviews ◽  
Consumer Engagement ◽  
Content Type ◽  
Brand Communities ◽  
Online Brand Communities ◽  
Social Media Platforms ◽  
Online Brand Community ◽  
Conceptual Relationships

Purpose – This paper aims to delineate the meaning, conceptual boundaries and dimensions of consumer engagement within the context of online brand communities both in term of the engagement with the brand and the other members of the online brand communities. It also explores the relationships of consumer engagement with other concepts, suggesting antecedents of engagement. Design/methodology/approach – Data are collected through semi-structured interviews with 21 international online brand community members, covering a variety of brand categories and social media platforms. Findings – This paper suggests that individuals are engaging in online communities in social network platforms both with other individuals and with brands. The study also identifies three key engagement dimensions (cognition, affect and behaviours). Their meaning and sub-dimensions are investigated. The paper further suggests key drivers, one outcome and objects of consumer engagement in online brand communities. These findings are integrated in a conceptual framework. Research limitations/implications – Further research should aim at comparing consumer engagement on different social media and across brand categories, as this study takes a holistic approach and does not focus on any particular category of brands or social media. Consumers’ views should also be evaluated against and compared with marketing managers’ understanding of consumer engagement. Originality/value – This paper contributes to the fast-growing and fragmented consumer engagement literature by refining the understanding of its dimensions and situating it in a network of conceptual relationships. It focusses on online brand communities in rich social media contexts to tap into the core social and interactive characteristics of engagement.

scholarly journals “Why not use it more?” Sources of self-efficacy in researchers’ use of social media for knowledge sharing

2018 ◽  
Vol 74 (6) ◽  
pp. 1274-1292 ◽  
Author(s):  
Hussain Alshahrani ◽  
Diane Rasmussen Pennington
Keyword(s):  
Social Media ◽  
Knowledge Sharing ◽  
Self Efficacy ◽  
Academic Staff ◽  
Structured Interviews ◽  
Content Type ◽  
Personal Mastery ◽  
Mastery Experience ◽  
Use Of Social Media ◽  
Postdoctoral Researchers

Purpose The purpose of this paper is to investigate the sources of self-efficacy that researchers rely on when using social media for knowledge sharing and to explore how these sources impact their use. Design/methodology/approach The study employed 30 semi-structured interviews with researchers at a major Scottish university. The authors analysed the interview transcriptions using directed content analysis. Findings The researchers relied on the four sources of self-efficacy proposed by Bandura (1977) when using social media for knowledge sharing. These sources lead researchers to use social media effectively and frequently for sharing knowledge, although some may discourage its use. Research limitations/implications It extends the self-efficacy integrative theoretical framework of Bandura (1977) by presenting the relative amount of the influence of these sources for researchers to share their ideas, experiences, questions and research outputs on social media. While the participants included academic staff, postdoctoral researchers, and PhD students, the majority were PhD students. Practical implications The findings can help universities understand how to promote productive use of social media. For example, academic staff who have high personal mastery experience could mentor those who do not. Originality/value This is the first known study to investigate the sources of self-efficacy that impact researchers’ use of social media for knowledge sharing.

scholarly journals Duration of low-wage employment: a study based on a survival model

2018 ◽  
Vol 45 (2) ◽  
pp. 286-299
Author(s):  
Francisco Silva ◽  
José Vieira ◽  
António Pimenta ◽  
João Teixeira
Keyword(s):  
Survival Analysis ◽  
Training Programs ◽  
Decision Makers ◽  
Policy Implications ◽  
Asian Origin ◽  
Content Type ◽  
Level Of Education ◽  
Industry Affiliation ◽  
The Individual ◽  
Low Pay

Purpose The purpose of this paper is to investigate low-wage retention using a survival analysis approach. Design/methodology/approach Variables explaining low-wage retention take into account the characteristics of the employee, such as education, age, tenure with the company, gender and nationality, and the characteristics of the job and the company such as industry affiliation, number of employees, age of the company and location. Findings Female workers and workers with low level of education, older ones, those with more seniority in the company and those of Asian origin remain longer in a low-wage situation. Also, workers in smaller and older companies located outside the Lisbon region are more likely to stay in a low-wage situation. Practical implications The policy implications are clear. Education plays a prominent role: the higher the level of education of the individual, the higher the probability of him/her leaving low pay. Training programs may help employees in Portugal to leave the low-wage situation. Furthermore, policies must address the different mobility rates of different nationalities and different activities. Training programs are more urgent for hotels and restaurants and transports and communication. The findings also indicate that those initially working in younger firms and larger firms have a higher probability of leaving the low-wage situation. This is a stimulus for decision makers to stimulate employment in the younger firms or in the larger firms. Originality/value Despite low-wage retention being a well-known field of research, to our knowledge this is the first research paper using survival analysis to explain the duration of a low-wage situation.

Enhancing internal communication to build social capital amongst hospitality employees – the role of social media

2016 ◽  
Vol 28 (12) ◽  
pp. 2675-2695 ◽  
Author(s):  
Ceridwyn King ◽  
Hyemi Lee
Keyword(s):  
Social Capital ◽  
Social Media ◽  
Conceptual Framework ◽  
Hospitality Industry ◽  
Internal Communication ◽  
Structured Interviews ◽  
Empirical Examination ◽  
Content Type ◽  
The Impact ◽  
Current Practices

Purpose Adopting a social capital theoretical (SCT) lens, this study aims to propose a conceptual framework of effective internal communication (IC) for the hospitality industry. The study explores how to enhance current practices and the suitability of social media as an augmentation to traditional IC channels. Design/methodology/approach A qualitative research methodology, consisting of 20 semi-structured interviews with hospitality employees, was adopted. Following a “reduction” and “interpretation” process, 16 themes related to effective IC were identified which informed a conceptual framework. Findings Characteristics of effective IC were identified in addition to IC benefits at both employee and organizational levels. Considering the limitations of current practices, the applicability of social media was explored. Requirements of effective IC suggest that new channels (e.g. social media) should be adopted to build social capital. Research limitations/implications The study informs SCT from a meso-level (process) perspective. The articulation of an IC framework informs how social capital can be built through effective IC, providing a foundation for further empirical examination as to the impact of various channels on the IC process. Adoption of a case study design suggests that results and implications can only be generalized to similar environments. Practical implications The study details the characteristics of effective IC and its subsequent benefits, highlighting how social media can augment current IC practices in a hospitality organization. Originality/value Being a 24/7 labor-intensive operation makes employee communication to ensure service excellence challenging in the hospitality industry. Through the application of SCT and the exploration of social media in a workplace setting to enhance IC, significant theoretical and practical insights are realized.

Toward customer-centric mobile phone reverse logistics: using the DEMATEL approach and social media data

Kybernetes ◽  
2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sajjad Shokouhyar ◽  
Amirhosein Dehkhodaei ◽  
Bahar Amiri
Keyword(s):  
Social Media ◽  
Mobile Phone ◽  
Reverse Logistics ◽  
Product Life Cycle ◽  
High Efficiency ◽  
Threshold Value ◽  
Decision Makers ◽  
Special Focus ◽  
Content Type ◽  
Cause And Effect

PurposeRecently, reverse logistics (RL) has become more prominent due to growing environmental concerns, social responsibility, competitive advantages and high efficiency by customers because of expansion of product selection and shorter product life cycle. However, effective implementation of RL results in some direct advantages, the most important of which is winning customer satisfaction that is vital to a firm's success. Therefore, paying attention to customer feedback in supply chain (SC) and logistics processes has recently increased, so manufacturers have decided to transform their RL into customer-centric RL. Hence, this paper aims to identify the features of a mobile phone which affect consumers’ purchasing behavior and to analyze the causality and prominence relations among them that can help decision-makers, policy planners and managers of organizations to develop a framework for customer-centric RL. These features are studied based on analysis of product review sites. This paper's special focus is on social media (SM) data (Twitter) in an attempt to help the decision-making process in RL through a big data analysis approach.Design/methodology/approachThis paper deals with identifying mobile phone features that affect consumer's mobile phone purchasing decisions. Using the DEMATEL approach and using experts' insights, a cause and effect relationship diagram was generated through which the effect of features was analyzed.FindingsEighteen features were categorized in terms of cause and effect, and the interrelationships of features were also analyzed. The threshold value is calculated as 0.023, and the values lower than that were eliminated to obtain the digraph. F6 (camera), F13 (price) and F5 (chip) are the most prominent features based on their prominent score. It was also found that the F5 (chip) has the highest driving power (1.228) and acts as a causal feature to influence other features.Originality/valueThe focus of this article is on SM data (Twitter), so that experts can understand the interaction between mobile phone features that affect consumer's decision on mobile phone purchasing by using the results. This study investigates the degree of influence of features on each other and categorizes the features into cause and effect groups. This study is also intended to help organizational decision-makers move toward a reverse customer SC.

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