The Landscape of Social Commerce in Indonesia

2022 ◽  
pp. 370-388
Author(s):  
Adilla Anggraeni ◽  
Derian Felix
Keyword(s):  
Emerging Market ◽  
Research Field ◽  
Customer Engagement ◽  
Social Commerce ◽  
Customer Interaction

Social commerce is a growing research field. However, there is still limited discussion on how social commerce companies can thrive in the emerging market such as Indonesia given some differences in terms of customer and other supporting infrastructure characteristics. The chapter covers the growth of social commerce, Indonesian social commerce landscape, and different elements of social commerce including customer engagement, customer interaction, and digital influencers. It is expected that this chapter can provide better insights into social commerce in Indonesia.

Differentiating customer engaging behavior by targeted benefits – an empirical study

2016 ◽  
Vol 33 (7) ◽  
pp. 528-538 ◽  
Author(s):  
Corina Braun ◽  
Verena Batt ◽  
Manfred Bruhn ◽  
Karsten Hadwich
Keyword(s):  
Customer Value ◽  
Business Performance ◽  
Empirical Studies ◽  
Research Field ◽  
Customer Engagement ◽  
Content Type ◽  
Customer Interaction ◽  
Behavior Types ◽  
The Relationship ◽  
A Company

Purpose Relationship marketing scholars and managers have recognized the potential of customer engagement to enhance business performance and customer value. Therefore, the purpose of this paper is to examine the effects that different types of customer engagement behaviors have on their perceived benefits. Design/methodology/approach The authors conducted two empirical studies. In the first step, 69 in-depth interviews were held to identify important customer engagement behaviors and targeted benefits. Then, in the second step, a quantitative study with 255 participants was used to match the identified customer engagement behaviors with the targeted benefits. Findings The results reveal that there are three aggregated types of customer engagement behaviors (“value creation-focused customer engagement”, “online-focused customer engagement” and “customer-to-customer interaction-focused customer engagement”). These types of customer engagement behaviors lead to different targeted benefits (social, relationship, autonomous, economic, altruistic and self-fulfillment benefits). Research limitations/implications A consideration of the influencing factors of the different customer-engagement-behavior types, including customers’ motives for their engagement with a company, would potentially enhance the findings. Furthermore, a closer investigation of the relationship between socio-demographic characteristics and customer engagement types can also provide deeper insights into the reasons for engaging with a certain firm or brand. Practical implications The findings provide managers with information on how to segment customers according to their customer engagement type and associated benefits and thereby enable them to manage customer engagement behaviors more profitably. Originality/value The results make a key contribution to the emerging research field of customer engagement by gaining deeper insights into the benefits associated with different customer engagement behaviors. It becomes clear that different customer engagement types aim at receiving various benefits.

How social media advertising features influence consumption and sharing intentions: the mediation of customer engagement

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chunli Ji ◽  
Susana Mieiro ◽  
Guihai Huang
Keyword(s):  
Social Media ◽  
Behavioral Intention ◽  
Marketing Research ◽  
Research Field ◽  
Mediating Effect ◽  
Customer Engagement ◽  
Interactive Marketing ◽  
Media Dependency ◽  
Content Type ◽  
Social Media Advertising

PurposeSocial media advertising (SMA) has become overly critical in the interactive marketing research field. This paper aimed to construct a research architecture model and to investigate the mediating effect of customer engagement between SMA and consumer behavioral intention in the context of Macao's casino integrated resorts.Design/methodology/approachThe authors collected data from 300 Chinese-speaking visitors of Macao's casino integrated resorts through a face-to-face survey. The hypotheses derived from the conceptual model were tested through two-stage structural equation modeling. The authors considered age and gender as control variables.FindingsThis study found that entertainment and promotional rewards had significant direct effects on consumption intention. Social media dependency did affect directly not only consumption intention but also sharing intention. Customer engagement on SMA mediated the effects of two SMA features (entertainment and promotional rewards) and one feature of SMA viewers (social media dependency) on consumption intention. As to extraneous variables, neither age nor gender significantly influenced consumer behavioral intention.Practical implicationsThe casino integrated resort managers should enhance the entertainment elements and provide reasonable promotional rewards to increase SMA's effectiveness. Managers should also consider the social media usage habits of the targeted customers. Further academic research on casino integrated resorts in other regions may use this study as a basis for investigating the mediation of customer engagement on SMA.Originality/valueThis study contributed to understanding the mediating mechanism of customer engagement on SMA by conceptualizing customer engagement on SMA as a unique idea and provided a conceptual framework for further theoretical and empirical research in the interactive marketing research field.

Customer reciprocity in greening: the role of service quality

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Debarati Basu ◽  
Kamalika Chakraborty ◽  
Shabana Mitra ◽  
Nishant Kumar Verma
Keyword(s):  
Service Quality ◽  
Price Competition ◽  
Emerging Market ◽  
Maximum Growth ◽  
Customer Engagement ◽  
Content Type ◽  
Key Stakeholders ◽  
Business To Consumer ◽  
Operational Processes

Purpose Firms are increasingly making customers key stakeholders in their greening processes, requiring them to voluntarily use their resources to benefit the firm. In this context, this paper develops a new construct – tangible customer citizenship behaviour (CCB), i.e. voluntary participation of customer in operational processes of the company beyond normal requirements of exchange. This requires more involvement than the already documented intangible CCB. The purpose of the paper is to then explore whether service quality (SQ) (online and offline) influences such voluntary customer reciprocity in greening. Design/methodology/approach This study used a virtual survey among 400 customers of e-commerce firms that have adopted greening practices requiring customer engagement and regressions were used to test the hypotheses. Findings The authors find that both online and offline SQ positively impact intangible CCB but have no impact on customer greening reciprocity (tangible CCB). Additionally, the authors find that offline SQ positively impacts customer greening awareness. However, in spite of the presence of greening awareness and display of intangible CCB, SQ does not have any impact on greening reciprocity. Originality/value This study introduces to literature a more tangible form of voluntary behaviour on the part of the customer, i.e. tangible CCB or reciprocity. To the best of the authors’ knowledge, it is also one of the first to study the customer as an important stakeholder and participant in a business-to-consumer firm’s operating processes, particularly in greening which has no direct impact on the firm’s core offering. The focus on greening in the Indian context is also novel given the greening costs and requirements and the price competition are very different in emerging market contexts where e-commerce firms are experiencing the maximum growth.

Leveraging customer engagement to improve the operational efficiency of social commerce start-ups

2021 ◽  
Author(s):  
Zhenyuan Liu ◽  
Shuihua Han ◽  
Chao Li ◽  
Shivam Gupta ◽  
Uthayasankar Sivarajah
Keyword(s):  
Operational Efficiency ◽  
Customer Engagement ◽  
Social Commerce ◽  
Start Ups

Customer Engagement

2020 ◽  
pp. 163-176
Author(s):  
Robin Cheng
Keyword(s):  
Social Media ◽  
Product Information ◽  
Customer Engagement ◽  
Social Commerce ◽  
Media Technologies ◽  
Product Service ◽  
The Social ◽  
Innovative Products ◽  
Managerial Implications ◽  
Use Of Social Media

This chapter focused on exploring the engagement in which consumers interact with each other while conducting online shopping activities, such as discovering products, sharing product information, and/or collaboratively making shopping decisions. At the core of the product/service offering, successful shopping models will be able to meet the needs of highly engaged shoppers. In order to develop sustainable shopping model for this group of shoppers, social support theory could explain the current phenomenon of the use of social media for shopping. The social media technologies facilitated collaborative learning and collaborative improvement on the sale of unconventional and innovative products. The chapter contributes in social commerce innovations and provides managerial implications for understanding the overall interactions of social commerce.

Towards an Integrated Omni-Channel Strategy Framework for Improved Customer Interaction

2022 ◽  
pp. 409-427
Author(s):  
Mohana Shanmugam ◽  
Nazrita Ibrahim ◽  
Nor Zakiah Binti Gorment ◽  
Rajeshkumar Sugu ◽  
Tengku Nur Nabila Tengku Ahmad Dandarawi ◽  
...  
Keyword(s):  
User Experience ◽  
Descriptive Analysis ◽  
Customer Engagement ◽  
Key Factors ◽  
Multiple Channel ◽  
Channel Interaction ◽  
Customer Interaction ◽  
Channel Strategy ◽  
Online Platforms ◽  
Engagement Factors

Online platforms and multiple accesses are two of the necessary conveniences that consumers nowadays look for. A multiple channel strategy allows customer interaction from various angles but does not provide a flawless, coherent user experience. This chapter identifies key factors that drive a successful omni-channel platform and proposes a successful omni-channel strategy framework. A survey consisting of 21 items was administered to gain customers' perspectives on channels provided by a particular company. Descriptive analysis was performed to study the underlying issues faced by customers when making complaints, service request, and enquiries via the multi-channel interaction provided. Findings show that eight technological and four customer engagement factors contribute to a comprehensive omni-channel strategy framework for a deeper understanding on the significance of a flawless user platform.

scholarly journals Social experience vs. social technology in enhancing the intention to use social commerce: a case study of Indonesia

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yonathan Dri Handarkho
Keyword(s):  
Social Interaction ◽  
Direct Effect ◽  
Indirect Effect ◽  
Emerging Market ◽  
Social Experience ◽  
Social Technology ◽  
Intention To Use ◽  
Social Commerce ◽  
User Intention ◽  
Content Type

PurposeThis study proposed a theoretical model to understand user intention to use social commerce (SC) of an emerging market based on social experience and social technology. The SC scope was limited to the third-party Social Network Sites utilized by the vendor to establish social interaction and communication with and among the customer about commercial activity.Design/methodology/approachA total of 750 Indonesian respondents were used to examine the research model using online and offline self-administered questionnaires.FindingsThe findings from the final model showed Perceived Enjoyment from the social technology factor has the most substantial direct effect on behavior intention in SC followed by the direct effect of Perceived Usefulness, the indirect effect of content quality, and social presence. Meanwhile, from social experience, the perceived herd was found to have a strong immediate effect on intention, followed by the direct effect of emotional support and indirect effect of subjective norms.Originality/valueConcerning SC study in emerging markets, the previous research also explored user intention from social and technical aspects, especially with the focus on consumer's desire to purchase. Meanwhile, the focus of this study was to investigate the determinant of social interaction intention by engaging in the SC community, which differs from prior research.

scholarly journals Internationalization of state-owned enterprises from emerging markets: Overview of theoretical approaches

2020 ◽  
Vol 19 (2) ◽  
pp. 227-255
Author(s):  
Daria S. Klishevich ◽  
◽  
Andrey Yu. Panibratov ◽  
Keyword(s):  
Emerging Markets ◽  
Institutional Environment ◽  
Emerging Market ◽  
State Ownership ◽  
Research Field ◽  
Future Research ◽  
Institutional Perspective ◽  
Theoretical Approaches ◽  
Emerging Market Countries ◽  
International Strategies

The article presents the analysis of the theoretical and empirical research on the phenomenon of the internationalization of state-owned enterprises from emerging market countries. Contemporary internationalized state-owned enterprises are far from the uncompetitive and ineffective firms of the 20th century that mostly operated domestically and give examples of truly exciting international strategies. However the question stays open, namely how exactly state ownership shapes their international strategies. The existing studies are vast and lack systematization, and the purpose of this article is to analyze the most widely used theoretical approaches that investigate internationalization of emerging markets of stateowned enterprises. The most popular theoretical approach to study the internationalization of emerging markets of state-owned enterprises is the institutional perspective that studies how the interplay of state ownership of companies and institutional environment shapes their international strategies. Nevertheless, the synergy of theoretical approaches is needed in order to extend knowledge on the internationalization of the state-owned enterprises. Examples of such a synergy are presented in this paper. It also offers prospects for future research and further topics to study. Analysis of theoretical approaches that study internationalization of emerging markets of state-owned enterprises helps map the research field and show where it is moving. The paper has value for both academia and practitioners that deal with the global expansion of state-owned enterprises from emerging markets.

scholarly journals Research on the Factors Affecting Customer Engagement in Social Commerce from the Perspective of Two-Factor Theory

2021 ◽  
Vol 1 (3) ◽  
pp. 8-13
Author(s):  
Saisai Qiao ◽  
Jie Wei
Keyword(s):  
Social Support ◽  
Purchase Intention ◽  
Negative Impact ◽  
Positive Impact ◽  
Customer Engagement ◽  
Social Commerce ◽  
Factors Affecting ◽  
Significant Negative Impact ◽  
Social Media Platforms ◽  
New Type

As a new type of business model, social commerce has attracted more attention. we propose a model to explore the factors influencing customer engagement by using the two-factor theory, as well as the effect of customer engagement on subsequent participation behavior. The results show that both social support and self-congruence have a positive impact on customer engagement, while perceived engagement risk and perceived commerce risk have a significant negative impact on customer engagement, moreover, customer engagement is positively related to social sharing and purchase intention. In addition, this paper verifies the comparative effect of social commerce platforms. The results show that there are significant differences in social support and self-congruence between e-commerce and social media platforms.

Sukhpal Dairy Farm: considering customer engagement-based growth options

2019 ◽  
Vol 9 (1) ◽  
pp. 1-23
Author(s):  
Ritu Srivastava ◽  
Akhil Mangla
Keyword(s):  
Supply Chain ◽  
Learning Outcomes ◽  
Informal Economy ◽  
Success Factors ◽  
Emerging Market ◽  
Dairy Farm ◽  
Small Population ◽  
Customer Engagement ◽  
Content Type ◽  
Academic Level

Learning outcomes The learning outcomes are as follows: understand the challenges and opportunities of an unorganized business/informal economy; compare and contrast the applications of customer engagement frameworks between small and big businesses; outline the steps in product design in a services context; discuss the services marketing mix as a part of the marketing strategy; and understand the need of scaling up the business operations in wake of new opportunity. Case overview/synopsis Sukhpal Dairy Farm (SDF) is a case of unorganized milk marketing in the Indian Emerging Market. Milk was sold as a commodity with a fragmented set of suppliers to only a small population. Changes in consumer demand, technology and supply chain presented huge opportunities to the small dairy farmer. But it was also a threat to him. The large corporater, players backed by strong logistics and supply chain operations support posed a big challenge to the small farmer who lacked scale and reach. Sukhpal, owner of SDF, struggled while considering the options to grow his business. He did not want to change the success factors of his existing business model that was based on word of mouth and customer engagement. Complexity academic level MBA students. Supplementary materials Teaching Notes are available for educators only. Please contact your library to gain login details or email [email protected] to request teaching notes. Subject code CSS: 8: Marketing.

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