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This paper examines the efficacy of social media systems in customer complaint handling. The emergence of social media, as a useful complement and (possibly) a viable alternative to the traditional channels of service delivery, motivates this research. The theoretical framework, developed from literature on social media and complaint handling, is tested against data collected from two different channels (hotline and social media) of a German telecommunication services provider, in order to gain insights into channel efficacy in complaint handling. We contribute to the understanding of firm’s technology usage for complaint handling in two ways:
(a) by conceptualizing and evaluating complaint handling quality across traditional and social media channels and (b) by comparing the impact of complaint handling quality on key performance outcomes such as customer loyalty, positive word-of-mouth, and crosspurchase intentions across traditional and social media channels.
IT Governance (ITG) is crucial due to its significant impact on enabling innovation and enhancing firm performance. Hence, in the last decade ITG has become important in both academic and in practical research. Although several studies have investigated individual aspects of ITG success and its impact on single determinants, the causal relationship of how ITG promotes firm performance remains unclear. Thus, a more comprehensive understanding about the link between ITG and firm performance is needed. To address this gap, this research aims at understanding how ITG and firm performance are related. Therefore, we conducted a systematic literature review (1) to create an overview on how current research structures the link between ITG mechanisms and firm performance, (2) to uncover key constructs as potential mediators or moderators on the general link between ITG and performance, and (3) to set the basis for future studies on the ITG-firm performance relationship.
In recent times, enterprises have been increasingly dealing with the use of social media in internal communication and collaboration. In particular, so-called Enterprise Social Networks (ESN) promise meaningful benefits for the nature of work in corporations. However, these platforms often suffer from poor degrees of use. This raises the question of what initiatives enterprise can launch in order to stimulate the vitality of ESN. Since the use of ESN is often voluntary, individual adoption by employees need to be examined to find an answer. Therefore, the Unified Theory of Acceptance and Use of Technology (UTAUT) model was selected for the theoretical foundation of this paper. Following a qualitative research approach, the available research provides an analysis of expert interviews on specific ESN implementation strategies and included factors. In order to extensively conceptualize and generalize these strategic considerations, we conducted an inductive coding process. The results reveal that ESN implementation strategies can be understood as a multi-level construct (individual vs. group vs. organizational level) containing different factors dependent on the degree of documentation and intensity. This research in progress describes a qualitative evaluation as a preliminary study for further quantitative analysis of an ESN adoption model.
Pokémon Go was the first mobile Augmented Reality (AR) game that made it to the top of the download charts of mobile applications. However, very little is known about this new generation of mobile online Augmented Reality (AR) games. Existing media usage and technology acceptance theories provide limited applicability to the understanding of its users. Against this background, this research provides a comprehensive framework that incorporates findings from uses & gratification theory (U>), technology acceptance and risk research as well as flow theory. The proposed framework aims at explaining the drivers of attitudinal and intentional reactions, such as continuance in gaming or willingness to conduct in-app purchases. A survey among 642 Pokémon Go players provides insights into the psychological drivers of mobile AR games. Results show that hedonic, emotional and social benefits, and social norms drive, vice versa physical risks (but not privacy risks) hinder consumer reactions. However, the importance of these drivers differs between different forms of user behavior.
Electronic word-of-mouth (eWoM) communication plays an increasingly important role in modern business. The underlying concept of word-of-mouth (WoM) communication is well researched and has proved highly significant in respect of its impact on customers purchase behavior. However, due to the advent of digital technologies, decision-making among customers is progressively shifting to the online world. Consequently, eWoM has received a lot of attention from the academic community. As multiple research papers focus on specific facets of eWoM, there is a need to integrate current research results systematically. Thus, this paper presents a scientific literature analysis in order to determine the current state-of-the-art in the field of eWoM. Five main research areas were analyzed, supporting the need for further eWoM studies and providing a structured overview of existing results.
This paper investigates the impact of dynamic capabilities (DC) on brand love. From a resource-based view, there is little clarity vis-à-vis the specific capabilities that drive the ability to create brand love. This paper focuses on three research questions: Firstly, which dynamic capabilities are relevant for brand love? Secondly, how strong is the impact of certain dynamic capabilities on brand love? Thirdly, which conditions mediate and moderate the impact of specific dynamic capabilities on brand love? Data from a multi-method research approach have been used to itentify the specific capabilities that corporations need, to enhance brand love. Furthermore, a standardized online survey was conducted on marketing executives and evaluated by structural equation modeling. The results indicate, that customer expertise plays a major role in the relationship between dynamic capabilities and brand love. Furthermore, this relationship is more important in markets that have a low competitive differentiation in products and services.