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The question of why individuals adopt information technology has been present in the information systems research since the past quarter century. One of the most used models for predicting the technology usage was introduced by Fred David: The Technology Acceptance Model (TAM). It describes the influence of perceived usefulness and perceived ease of use on attitude, behavioral intention and system usage. The first two mentioned factors in turn are influenced by external variables. Although a plethora of papers exists about the TAM , an extensive analysis of the role of the external variables in the model is still missing. This paper aims to give an overview ove the most important variables. In an extensive literature review, we identified 763 relevant papers, found 552 unique single extenal variables, characterized the most important of them, and described the frequency of their appearance. Additionally, we grouped these variables into four categories (organizational characteristis, system characteristics, user personal characteristics, and other variables). Afterwards we discuss the results and show implications for theory and practice.
Der Beitrag gibt einen Überblick zum Stand der Vertrauensforschung in Marketing und Vertrieb. Dabei ist Vertrauen als Gegenstand der Forschung innerhalb des Relationship Marketing Ansatzes sehr gut etabliert. Bei der Definition des Vertrauensbegriffs stützt sich das Marketing auf die Erkenntnisse der sozialwirtschaftlichen Nachbardisziplinen. Soweit Kunden ihren Anbietern vertrauen, gehen sie grundsätzlich ein Risiko ein und machen sich hierdurch angreifbar. Man vertraut in einen Anbieter, ohne vorab genau zu wissen, ob das gewünschte Resultat einer Kooperation mit Sicherheit eintritt. Dies gilt umgekehrt auch für den Anbieter, der zum Teil erhebliche Vorinvestitionen tätigen muss, ohne vorab zu wissen, ob tatsächlich eine Geschäftsbeziehung mit einem Kunden entsteht. Vertrauen ist daher v.a. in komplexen und langfristigen Beziehungen zwischen Anbietern und Kunden eine wesentliche Ressource. Entsprechend thematisiert der Beitrag die Bedingungen und Auswirkungen von Vertrauen auf unterschiedlichen Ebenen. Dabei dominiert in Marketing und Vertrieb noch immer eine interpersonale Perspektive. Die Potentiale organisationaler Beziehungsstrategien sind zum gegenwärtigen Zeitpunkt eher schwach beleuchtet, jedoch greift der Beitrag einige Trends für die weitere Ausrichtung der Vertrauensforschung auf, die zukünftig stärker an Bedeutung gewinnen werden. Dabei ist grundsätzlich davon auszugehen, dass bei zunehmend volatilen Rahmenbedingungen das Interesse an Vertrauensfragen auch in Marketing und Vertrieb weiter zunimmt.
Vertrauen ist eine wesentliche Ressource für die Zusammenarbeit zwischen Anbietern und Kunden. In der postmodernen Gesellschaft sind beide Seiten auf Kooperation angewiesen. Ohne Vertrauen führen gemeinsame Beziehungen jedoch selten zu den erwünschten Resultaten. Alexander Rossmann zeigt auf, wie sich das Vertrauen von Kunden stimulieren lässt und welche Verhaltensweisen zu vermeiden sind. Dabei werden personale und organisationale Vertrauensstrategien konzeptionell entwickelt und am Beispiel der IT-Branche empirisch untersucht. Eine Analyse der Auswirkungen von Vertrauen bietet differenzierte Einblicke in die Chancen und Risiken von Vertrauen aus Anbieter- und Kundenperspektive.
The stimulation of user engagement has received significant attention in extant research. However, the theory of antecedents for user engagement with an initial electronic word-of-mouth (eWoM) communication is relatively less developed. In an investigation of 576 unique user postings across independent Facebook (FB) communities for two German firms, we contribute to the extant knowledge on user engagement in two different ways. First, we explicate senders’ prior usage experience and the extent of their acquaintance with other community members as the two key drivers of user engagement across a product and a service community. Second, we reveal that these main effects differ according to the type of community. In service communities, experience has a stronger impact on user engagement; whereas, in product communities, acquaintance is more important.
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.
This research addresses the question of why employees use enterprise social networks (ESN). Against the background of technology acceptance research, we propose an extended unified theory of acceptance and use of technology (UTAUT) model, adapt it to an ESN context, and test our model against data from ESN users of large and medium-sized enterprises. We use partial least squares structural equation modeling to gain insights into the determinants of ESN use. This paper contributes to ESN acceptance research by evaluating a model containing determinants of ESN use. It also examines the effects of determinants on five different usage dimensions of ESN. The results reveal that facilitating conditions are the main driver of ESN use while the impact of intention to use is comparably small. Implications for theory and practice are discussed.
Turning complainers into fans : towards a framework for customer services in social media channels
(2012)
In recent years, marketing scholars have invested heavily in exploring the role of social media in marketing theory and practice. One valuable strategy for using social media in marketing communication is to provide customer services in applications like Facebook or Twitter. This paper evaluates a) the concept of perceived service quality in different service channels and b) the impact customer service strategies have on customer loyalty, word of mouth communication, and cross-sell preferences. The framework presented here is tested cross-channel against data collected from the customer service department of a large telecommunication provider. The results elucidate the effectiveness of customer service strategies in different channels.
Suppliers need to improve their relational capabilities if they are to enhance customer trust. Debate about such capabilities is dominated by an interpersonal approach. This paper provieds novel marketing options by expanding insights into alternative types of relational capabilities. Furthermore, the moderating role of customer preferences on the effectiveness of relational capabilities is evaluated.
Digital transformation has changed corporate reality and, with that, firms’ IT environments and IT governance (ITG). As such, the perspective of ITG has shifted from the design of a relatively stable, closed and controllable system of a self-sufficient enterprise to a relatively fluid, open, agile and transformational system of networked co adaptive entities. Related to this paradigm shift in ITG, this paper aims to clarify how the concept of an effective ITG framework has changed in terms of the demand for agility in organizations. Thus, this study conducted 33 qualitative interviews with executives and senior managers from the banking industry in Germany, Switzerland and Austria. Analysis of the interviews focused on the formation of categories and the assignment of individual text parts (codings) to these categories to allow for a quantitative evaluation of the codings per category. Regarding traditional and agile ITG dimensions, 22 traditional and 25 agile dimensions were identified. Moreover, agile strategies within the agile ITG construct and ten ITG patterns were identified from the interview data. The data show relevant perspectives on the implementation of traditional and new ITG dimensions and highlight ambidextrous aspects in ITG frameworks.
Smart cities are considered data factories that generate an enormous amount of data from various sources. In fact data is the backbone of any smart services. Therefore, the strategic beneficial handling of this digital capital is crucial for cities. Some smart city pioneers have already written down their approach to data in the form of data strategies, but what should a city's data strategy include, and how can the goals and measures defined in the strategies be operationalized? This paper addresses these questions by looking closely at the data strategies of cities in Germany and the top three countries in the EU Digital Economy and Society Index. The in-depth analysis of 8 city data strategies has yielded 11 dimensions that cities should consider in their data strategy. These are relevance of data, principles, methods, data sharing, technology, data culture, data ethics, organizational structure, data security and privacy, collaborations, data literacy. In addition, data governance is a concept to put these 11 strategic dimensions into practice through standardization measures, training programs, and defining roles and responsibilities by developing a data catalog.
The benefits of urban data cannot be realized without a political and strategic view of data use. A core concept within this view is data governance, which aligns strategy in data-relevant structures and entities with data processes, actors, architectures, and overall data management. Data governance is not a new concept and has long been addressed by scientists and practitioners from an enterprise perspective. In the urban context, however, data governance has only recently attracted increased attention, despite the unprecedented relevance of data in the advent of smart cities. Urban data governance can create semantic compatibility between heterogeneous technologies and data silos and connect stakeholders by standardizing data models, processes, and policies. This research provides a foundation for developing a reference model for urban data governance, identifies challenges in dealing with data in cities, and defines factors for the successful implementation of urban data governance. To obtain the best possible insights, the study carries out qualitative research following the design science research paradigm, conducting semi-structured expert interviews with 27 municipalities from Austria, Germany, Denmark, Finland, Sweden, and the Netherlands. The subsequent data analysis based on cognitive maps provides valuable insights into urban data governance. The interview transcripts were transferred and synthesized into comprehensive urban data governance maps to analyze entities and complex relationships with respect to the current state, challenges, and success factors of urban data governance. The findings show that each municipal department defines data governance separately, with no uniform approach. Given cultural factors, siloed data architectures have emerged in cities, leading to interoperability and integrability issues. A city-wide data governance entity in a cross-cutting function can be instrumental in breaking down silos in cities and creating a unified view of the city’s data landscape. The further identified concepts and their mutual interaction offer a powerful tool for developing a reference model for urban data governance and for the strategic orientation of cities on their way to data-driven organizations.
Autonomous driving is becoming the next big digital disruption in the automotive industry. However, the possibility of integrating autonomous driving vehicles into current transportation systems not only involves technological issues but also requires the acceptance and adoption of users. Therefore, this paper develops a conceptual model for user acceptance of autonomous driving vehicles. The corresponding model is tested through a standardized survey of 470 respondents in Germany. Finally, the findings are discussed in relation to the current developments in the automotive industry, and recommendations for further research are given.
Many start-ups are in search of cooperation partners to develop their innovative business models. In response, incumbent firms are introducing increasingly more cooperation systems to engage with start-ups. However, many of these cooperations end in failure. Although qualitative studies on cooperation models have tried to improve the effectiveness of incumbent start-up strategies, only a few have empirically examined start-up cooperation behavior. Considering the lack of adequate measurement models in current research, this paper focuses on developing a multi-item scale on cooperation behavior of start-ups, drawing from a series of qualitative and quantitative studies. The resultant scale contributes to recent research on start-up cooperation and provides a framework to add an empirical perspective to current research.
Purpose: This study aims to conceptualize and test the effect of consumers´ perceptions of complaint handling quality (PCHQ) in both traditional and social media channels.
Design/methodology/approach: Study 1 systematically reviews the relevant literature and then carries out a consumer and manager survey. This approach aims to conceptualize the dimensionality of PCHQ. Study 2 tests the effect of PCHQ on key marketing outcomes. Using survey data from a German telecommunications company, the study provides an explanation for the differences in outcomes across traditional (hotline) and social media channels.
Findings: Study 1 reveals that PCHQ is best conceptualized as a five dimensional construct with 15 facets. There are significant differences between customers and managers in terms of the importance attached to the various dimensions. The construct shows strong psychometric properties with high reliability and validity, thereby opening up opportunities to treat these facets as measurement indicators for the construct. Study 2 indicates that the effect of PCHQ on consumer loyalty and word-of-mouth (WOM) communication is stronger in social media than in traditional channels. Procedural justice and the overall quality of service solutions emerge as general dimensions of PCHQ because they are equally important in both channels. In contrast, interactional justice, distributive justice and customer effort have varying effects across the two channels.
Research limitations/implications: This study contributes to the understanding of a firm´s channel selection for complaint handling in two ways. First, it evaluates and conceptualizes the PCHQ construct. Second, it compares the effects of different dimensions of PCHQ on key marketing outcomes across traditional and socialmedia channels.
Practical implications: This study enables managers to understand the difference in efficacy attached to different dimensions of PCHQ. It further highlights such differences across traditional and social media service channels. For example, the effect of complaint handling on social media is of particular importance when generating WOM communication.
Originality/value: This study offers a comprehensive conceptualization of the PCHQ construct and reveals the general and channel contingent effects of its different dimensions on key marketing outcomes.
Theoretical foundation, effectiveness, and design artefact for machine learning service repositories
(2022)
Machine learning (ML) has played an important role in research in recent years. For companies that want to use ML, finding the algorithms and models that fit for their business is tedious. A review of the available literature on this problem indicates only a few research papers. Given this gap, the aim of this paper is to design an effective and easy-to-use ML service repository. The corresponding research is based on a multi-vocal literature analysis combined with design science research, addressing three research questions: (1) How is current white and gray literature on ML services structured with respect to repositories? (2) Which features are relevant for an effective ML service repository? (3) How is a prototype for an effective ML service repository conceptualized? Findings are relevant for the explanation of user acceptance of ML repositories. This is essential for corporate practice in order to create and use ML repositories effectively.
Relationship Marketing (RM) presumes trust as an important antecedent for the performance of interfirm relationships. Current research is dominated by an interpersonal perspective. In this research tack, trust chiefly emerges as a result of interpersonal relationships. But multiple risks arise if customer trust rests solely on elements inextricably linked to single representatives. Hence, this paper evaluates the impact of organizational capabilities and the moderating role of customer preferences on the trust creation process. The framework presented here is tested cross-industry on 220 customers for IT solutions. The results offer significant insight into the effectiveness of individual and organizational RM strategies.
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.
The advent of chatbots in customer service solutions received increasing attention by research and practice throughout the last years. However, the relevant dimensions and features for service quality and service performance for chatbots remain quite unclear. Therefore, this research develops and tests a conceptual model for customer service quality and customer service performance in the context of chatbots. Additionally, the impact of the developed service dimensions on different customer relationship metrics is measured across different service channels (hotline versus chatbots). Findings of six independent studies indicate a strong main effect of the conceptualized service dimensions on customer satisfaction, service costs, intention to service reusage, word-of-mouth, and customer loyalty. However, different service dimensions are relevant for chatbots compared to a traditional service hotline.
With significant advancements in digital technologies, firms find themselves competing in an increasingly dynamic business environment. Therefore, the logic of business decisions is based on the agility to respond to emerging trends in a proactive way. By contrast, traditional IT governance (ITG) frameworks rely on hierarchy and standardized mechanisms to ensure better business/IT alignment. This conflict leads to a call for an ambidextrous governance, in which firms alternate between stability and agility in their ITG mechanisms. Accordingly, this research aims to explore how agility might be integrated in ITG. A quantitative research strategy is implemented to explore the impact of agility on the causal relationship among ITG, business/IT alignment, and firm performance. The results show that the integration of agile ITG mechanisms contributes significantly to the explanation of business/IT alignment. As such, firms need to develop a dual governance model powered by traditional and agile ITG mechanisms.
Digital transformation has changed corporate reality and, with that, firms’ IT environments and IT governance (ITG). As such, the perspective of ITG has shifted from the design of a relatively stable, closed and controllable System of a self-sufficient Enterprise to a relatively fluid, open, agile and transformational system of networked co-adaptive entities. Related to this paradigm shift in ITG, this paper aims to clarify how the concept of an effective ITG framework has changed in terms of the demand for agility in organizations. Thus, this study conducted 33 qualitative interviews with executives and senior managers from the banking industry in Germany, Switzerland and Austria. Analysis of the interviews focused on the formation of categories and the assignment of individual text parts (codings)
to these categories to allow for a quantitative evaluation of the codings per category. Regarding traditional and agile ITG dimensions, 22 traditional and 25 agile dimensions in terms of structures, processes and relational mechanisms were identified. Moreover, agile strategies within the agile ITG construct and ten ITG patterns were identified from the interview data. The data show relevant perspectives on the implementation of traditional and new ITG dimensions and highlight ambidextrous aspects in ITG in the German-speaking banking industry.
The shift of populations to cities is creating challenges in many respects, thus leading to increasing demand for smart solutions of urbanization problems. Smart city applications range from technical and social to economic and ecological. The main focus of this work is to provide a systematic literature review of smart city research to answer two main questions: (1) How is current research on smart cities structured? And (2) What directions are relevant for future research on smart cities? To answer these research questions, a text-mining approach is applied to a large number of publications. This provides an overview and gives insights into relevant dimensions of smart city research. Although the main dimensions of research are already described in the literature, an evaluation of the relevance of such dimensions is missing. Findings suggest that the dimensions of environment and governance are popular, while the dimension of economy has received only limited attention.
Der Kundenservice bietet für das Marketing umfangreiche Ansätze zur Differenzierung. Dabei zahlen positive Serviceerlebnisse der Kunden auf unterschiedliche Marketingziele ein. Durch Social Media stehen darüber hinaus neue Möglichkeiten für den Servicedialog zur Verfügung. Der vorliegende Beitrag beschreibt die Umsetzung dieser Möglichkeiten bei der Telekom Deutschland GmbH.
The Internet of Things (IoT) refers to the interconnectedness of physical objects, and works by equipping the latter with sensors and actuators as a means to connect to the internet. The number of connected things has increased threefold over the past five years. Consequently, firms expect the IoT to become a source of new business models driven by technology. However, only a few early adopters have started to install and use IoT appliances on a frequent basis. So it is still unclear which factors drive technological acceptance of IoT appliances. Confronting this gap in current research, the present paper explores how IoT appliances are conceptually defined, which factors drive technological acceptance of IoT appliances, and how firms can use results in order to improve value propositions in corresponding business models. lt is discovered that IoT appliance vendors need to support a broad focus as the potential buyers expose a large variety. As conclusions from this insight, the paper illustrates some flexible marketing strategies.
Organizational agility may be an antidote against threats from volatile, uncertain, complex, or ambiguous corporate environments. While agility has been extensively examined in manufacturing enterprises, comparably less is known about agility in knowledge-intensive organizations. As results may not be transferable, there is still some confusion about how agility in knowledge-intensive organizations can be characterized, what factors facilitate its development, what its organizational effects are, and what environmental conditions favor these effects. This study closes these gaps by presenting a systematic literature review on agility in knowledge-intensive organizations. A systematic literature search led to a sample of 37 relevant papers for our review. Integrating the knowledge-based view and a dynamic capabilities perspective, we (1) present different relevant conceptualizations of organizational agility, (2) discuss relevant knowledge management-related as well as information technology-related capabilities that support the development of organizational agility, and (3) shed light on the moderating role of environmental conditions in enhancing organizational agility and its effect on organizational performance. This academic paper adds value to theory by synthesizing existing research on agility in knowledge-intensive organizations. It furthermore may serve as a map for closing research gaps by proposing an extensive agenda for future research. Our study expands existing literature reviews on agility with its specific focus on a knowledge-intensive context and its integration of the research streams of knowledge management capabilities as well as information technology capabilities. It integrates relevant organizational knowledge management practices and the use of knowledge management systems to ensure superior performance effects. Our study can serve as a base for future examinations of organizational agility by illustrating fruitful topics for further examination as well as open questions. It may also provide value to practitioners by showing what factors favor the development of agility in knowledge-intensive organizations and what organizational effects can be achieved under which conditions.
Social media usage in business-to-business sales : conceptualization, antecedents, and outcomes
(2015)
In recent years, the rise of social media received significant importance in marketing research. Social media applications now provide executives with a raft of new options. Consequently, interfaces to social media platforms have also been integrated into Business to-Business (B2B) salesforce applications, although very little is as yet known about their usage and general impact on B2B sales performance. This paper evaluates 1) the conceptualization of social media usage in a dyadic B2B relationship; 2) the effects of a more differentiated usage construct on customer satisfaction; 3) antecedents of social media usage on multiple levels; and 4) the effectiveness of social media usage for different types of customers. The framework presented here is tested cross-industry against data collected from dyadic buyer seller relationships in the IT service industry. The results elucidate the preconditions and the impact of social media usage strategies in B2B sales relations.
In recent years, the rise of social media received significant importance in marketing research and practice. Consequently, interfaces to social media platforms have also been integrated into Business-to-Business (B2B) salesforce applications, although very little is as yet known about their usage and general impact on B2B sales performance. This paper evaluates 1) the conceptualization of social media usage in dyadic B2B relationships; 2) the effects of a more differentiated usage construct on customer satisfaction; 3) antecedents of social media usage on multiple levels; and 4) the effectiveness of social media usage for different types of cus-tomers. The framework presented here is tested cross-industry against data collected from dyadic buyer-seller relationships in the IT service industry. The results elucidate the precondi-tions and the impact of social media usage strategies in B2B sales relations.
Nach Charles Darwin bestimmt die Kompetenz im Bereich Veränderungsmanagement zunehmend die Wettbewerbsfähigkeit von Organisationen: »It's not the strongest of the species that survives, nor the most intelligent. It is the one most adaptable to change.« Diese Sichtweise gewinnt auf Basis der mit Social Media verbundenen Veränderung der Unternehmensumwelt weiter an Bedeutung. Social Media eröffnet neue Freiheitsgrade in der unternehmensinternen aber auch gesellschaftlichen Kommunikation, die unumkehrbar und in einer rasanten Geschwindigkeit Unternehmen mit sich selbst konfrontieren. Wissenschaftliche Untersuchungen legen nahe, dass die meisten Unternehmen die Bedeutung ihrer eigenen Veränderungskompetenz noch nicht vollständig erfasst haben. Der Umgang mit Wandel ist in vielen Fällen naiv und folgt tradierten Organisationsmodellen. Unternehmen lassen sich jedoch nicht mechanisch im Stile einer Maschine verändern. Daher sind Ansätze gefragt, die den Fokus eher auf kulturelle und mikropolitische Faktoren lenken, prozessorientiert vorgehen und Social Media schrittweise in das eigene Geschäftsmodell integrieren. Der wichtigste Faktor ist und bleibt jedoch die Qualität der Führung. Das Top Management und final die Shareholder von Unternehmen müssen sich daher erneut überlegen, ob sie speziell in dieser Hinsicht optimal aufgestellt sind.
Im Kundenbeziehungsmanagement besteht ein großes Interesse an der Nutzung von Social Media. Allerdings finden sich aktuell kaum konzeptionell durchdachte und empirisch überprüfte Lösungen für Social CRM.
Social Media bieten innovative Perspektiven für das Management der Kundenbeziehung. Die Nutzung dieser Möglichkeiten ist jedoch mit hohen Anforderungen an die Marketingstrategie verbunden, was zuweilen vernachlässigt wird.
Das Internet gewinnt für das Marketing zunehmend an Bedeutung. Dabei liegt der Fokus auf sogenannten Social-Media-Anwendungen wie Facebook, Twitter oder XING. Für Unternehmen stellt sich die Frage, ob das veränderte Mediennutzungsverhalten der Kunden eine neue Marketinglogik induziert. Eine aktuelle Untersuchung gibt Einblicke in die Chancen und Risiken, Anwendungsbedingungen und Kontextfaktoren für die Nutzung von Social Media im Marketing.
Social Media
(2011)
In jüngerer Zeit gewinnt die Nutzung des Internet für das Inbound Marketing zunehmend an Bedeutung. Dabei liegt der Fokus auf den so genannten Social Media Plattformen wie Facebook, YouTube, MySpace, XING, LinkedIn, Twitter, SlideShare und Posterous. Die Entwicklung dieser Medien ist auf eine Veränderung bei der Nutzung des Internet zurückzuführen, die häufig unter dem Schlagwort Web 2.0 zusammengefasst wird. Das gewandelte Mediennutzungsverhalten der Kunden induziert Chancen und Risiken für das Marketing.
Der vorliegende Artikel beleuchtet die grundsätzlichen Möglichkeiten der Integration von Funktionalitäten der sozialen Medien in Unternehmen. Darauf aufbauend wird Social Commerce als zentraler Gegenstand der Unternehmensführung hergeleitet. Dabei stehen der kundenseitige Kaufprozess und dessen Schnittstellen zu Kommunikationsinstrumenten des Social Webs im Vordergrund. Gezeigt wird die Beeinflussung des individuellen Kaufprozesses durch Social Media. Diese Wirkungsdynamiken sind nachfolgend die Grundlage für die Deskription von möglichen strategischen Einsatzfeldern und Bereichen des Social Commerce in der Unternehmensführung.
Although still in the early stages of diffusion, smartwatches represent the most popular type of wearable devices. Yet, little is known why some people are more likely to adopt smartwatches than others. To deepen the understanding of underlying factors prompting adoption behavior, the authors develop a theoretical model grounded in technology acceptance and social psychology literature. Empirical results reveal perceived usefulness and visibility as important factors that drive intention. The magnitude of these antecedents is influenced by an individual’s perception of viewing smartwatches as a technology and/or as a fashion accessory. Theoretical and managerial implications are discussed.
The shift of populations to cities is creating challenges in many respects, thus leading to increasing demand for smart solutions of urbanization problems. Smart city applications range from technical and social to economic and ecological. The main focus of this work is to provide a systematic literature review of smart city research to answer two main questions: (1) How is current research on smart cities structured? and (2) What directions are relevant for future research on smart cities? To answer these research questions, a text-mining approach is applied to a large number of publications. This provides an overview and gives insights into relevant dimensions of smart city research. Although the main dimensions of research are already described in the literature, an evaluation of the relevance of such dimensions is missing. Findings suggest that the dimensions of environment and governance are popular, while the dimension of economy has received only limited attention.
In recent years, the rise of the digital transformation received significant importance in Business-to-Business (B2B) research. Social media applications provide executives with a raft of new options. Consequently, interfaces to social media platforms have also been integrated into B2B salesforce applications, although very little is as yet known about their usage and general impact on B2B sales performance. This paper evaluates 1) the conceptualization of social media usage in a dyadic B2B relationship; 2) the effects of a more differentiated usage construct on customer satisfaction; 3) antecedents of social media usage on multiple levels; and 4) the effectiveness of social media usage for different types of customers. The framework presented here is tested cross-industry against data collected from dyadic buyer seller relationships in the IT service industry. The results elucidate the preconditions and the impact of social media usage strategies in B2B sales relations.
Die für Deutschland verfügbaren Studien zur Digitalen Transformation in klein- und mittelständischen Unternehmen (KMU) sind sich weitgehend einig. KMU tun sich mit dem Thema Digitalisierung schwer. Der vorliegende Beitrag diskutiert, weshalb KMU an der Digitalen Transformation scheitern und was dagegen getan werden kann.
Purpose
As a response to the increased frequency of disruptive events and intense competition, organizational agility has become a key concept in organizational research. Fostering organizational agility requires leveraging knowledge that exists both outside (exploration) and inside (exploitation) the organization. This research tests the so-called ambidexterity hypothesis, which claims that a balance between exploration and exploitation leads to increased organizational outcomes, including the development of organizational agility. Complementing previously established measurement models on ambidexterity, this research proposes an alternative measurement model to analyze how ambidexterity can enhance organizational agility and, indirectly, performance, taking into consideration the moderating effect of environmental competitiveness.
Design/methodology/approach
A review of existing measurement models for ambidexterity shows that tension, a crucial aspect of ambidexterity, is often neglected. The authors, therefore, develop a new measurement model of ambidexterity to incorporate ambidexterity-induced tension. Using this measurement model, they examine the effect of ambidexterity on the development of entrepreneurial and adaptive agility as well as performance.
Findings
Ambidexterity positively influences both entrepreneurial and adaptive agility, indicating that a balance between exploration and exploitation has superior organizational effects. This finding confirms the ambidexterity hypothesis with respect to organizational agility. Furthermore, both entrepreneurial and adaptive agility drive organizational performance. These two indirect effects via agility fully mediate the impact of ambidexterity on organizational performance. Finally, environmental competitiveness positively moderates the relationship between ambidexterity and adaptive agility.
Originality/value
The findings extend research on ambidexterity by showing its positive effects on organizational agility. Furthermore, the study proposes an alternative operationalization to capture the ambidexterity construct that may lay the groundwork for further applications of the ambidexterity concept.
This research evaluates current measurement scales for ambidexterity and proposes a new approach for the measurement of this important construct. We argue that current measurement approaches may be unsuitable to capture the concept of ambidexterity. Through a systematic scale development process, we derive a measurement scale with dual items that simultaneously refer to both dimensions, exploitation and exploration, thus reflecting the true nature of ambidexterity. An extensive pre-test with 39 executives suggests that our scale is suitable for capturing ambidexterity. Our measurement model enhances conceptual clarity of ambidexterity and can serve as a base for future investigations of the concept.
Die digitale Transformation bezieht sich auf die zunehmende Digitalisierung von Inhalten und Prozessen und die steigende Bedeutung digitaler Medien in Wirtschaft und Gesellschaft. Dabei wird der Wandel u. a. durch die Evolution in der Nutzung des Internets getrieben. Während in der Phase des so genannten Web 1.0 die Publikation und Verbreitung statischer Inhalte im Fokus stand, werden durch das Web 2.0 überwiegend Prozesse der dezentralen Erzeugung und einfachen Verbreitung von User Generated Content stimuliert. Unternehmen müssen auf diese Veränderungen reagieren, um die eigene Wettbewerbsfähigkeit nachhaltig abzusichern. Der vorliegende Beitrag konzentriert sich auf die Weiterentwicklung des Kundenservice. Dieser wurde in den zurückliegenden Jahren von vielen Unternehmen überwiegend als Kostenfaktor mit geringer strategischer Bedeutung eingestuft. Diese Sichtweise hat sich in der digitalen Transformation grundlegend geändert. Kunden können heute Mängel an Produkten und Dienstleistungen durch Foren und Social Media Kanäle sofort und mit hoher Reichweite adressieren. Unternehmen müssen auf den gleichen Kanälen reagieren, um die Multiplikation negativer Sichtweisen einzudämmen und Übertragungseffekte auf traditionelle Medien zu vermeiden. Gleichzeitig entstehen durch digitale Kanäle völlig neue Serviceangebote, die sich nachhaltig auf die unternehmerische Wettbewerbsfähigkeit auswirken. Der vorliegende Beitrag gibt zunächst einen Überblick zu wesentlichen Entwicklungslinien der digitalen Transformation. Auf dieser Grundlage werden die Perspektiven für Unternehmen zur Integration digitaler Medien in die eigene Wertschöpfungskette skizziert. Darüber hinaus steht v. a. die Veränderung des Kundenservice im so genannten Web 2.0 zur Diskussion. Ein Ausblick auf zukünftige Entwicklungen der Digitalisierung rundet den Beitrag entsprechend ab.
Information technology (IT) plays an essential role in organizational innovation adoption. As such, IT governance (ITG) is paramount in accompanying IT to allow innovation. However, the traditional concept of ITG to control the formulation and implementation of IT strategy is not fully equipped to deal with the current changes occurring in the digital age. Today’s ITG needs an agile approach that can respond to changing dynamics. Consequently, companies are relying heavily on agile strategies to secure better company performance. This paper aims to clarify how organizations can implement agile ITG. To do so, this study conducted 56 qualitative interviews with professionals from the banking industry to identify agile dimensions within the governance construct. The qualitative evaluation uncovered 46 agile governance dimensions. Moreover, these dimensions were rated by 29 experts to identify the most effective ones. This led to the identification of six structure elements, eight processes, and eight relational mechanisms.
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.
Organizations that operate under uncertainty need to cultivate their ability to manage their primary resource, knowledge, accordingly. Under such conditions, organizations are required to harvest knowledge from two sources: to explore knowledge that is to be found outside the organization as well as exploit knowledge that is contained within. In a knowledge management context these exploitation and exploration activities have been conceptualized as knowledge ambidexterity. While ambidexterity has been studied extensively in contexts as manufacturing or IT, the notion of knowledge ambidexterity remains scarce in current knowledge management research. This study illustrates knowledge ambidexterity and elaborates its positive impact on organizational performance. Our study furthermore answers the question of how the use of enterprise social media (ESM) can facilitate the performance effects of knowledge ambidexterity. Drawing on the theory of communication visibility, we argue that ESM (e.g., Microsoft Teams, Slack, etc.) allow employees to communicate unhindered while making these communications visible. This allows for capturing tacit knowledge within these communications - this form of knowledge is generally hard to codify and can be a source of competitive edge. With respect to knowledge ambidexterity, ESM use can capture tacit knowledge aspects originating from inside and outside the organization, which fosters the development of a competitive advantage and, thus, supports its positive effect on organizational performance. This paper contributes to IT-enabled ambidexterity research in two aspects: (1) It sheds light on knowledge ambidexterity and, thereby, addresses a major practical challenge for knowledge-intensive organizations, and (2) it elaborates on the effects that ESM use can have on the relationship between knowledge ambidexterity and organizational performance. This work-in-progress paper offers a better understanding of the phenomenon of ambidexterity in a knowledge context, while providing insights on the facilitating role of ESM. Our research serves as a foundation for future empirical examinations of the concept of knowledge ambidexterity.
We were able to identify a set of specific capabilities corporations need to develop in order to enhance brand love. Furthermore, the effects of most dynamic capabilities on brand love have a strong correlation to the degree of customer orientation. Other results are relevant concerning the proposed moderation and mediation hypotheses. Firstly, the impact of customer orientation on brand love is varied under specific market conditions, supporting our central moderation hypothesis (β = .259, p = .001). To be precise, the impact of customer orientation is strongest in markets that have low competitive differentiation in products and services. Other control variables like age, gender, or market form (B2B versus B2C) lead to no significant heterogeneity in the data set. Finally, mediation analyses show no significant “direct effect” of the existing DC constructs on brand love, supporting the mediating role of customer orientation.
Knowledge-intensive organizations primarily rely on knowledge and expertise as key strategic resources. In light of economic, social, and health-related crises in recent years, such organizations increasingly need to operate in dynamic environments. However, examinations on dynamic capabilities specifically in knowledge-intensive organizations remain scarce. This is remarkable given the role that knowledge holds as an economic resource in developed countries. To provide an explanation of how knowledge-intensive organizations can prevail among competitors under dynamic conditions, the authors integrate two literature streams in a knowledge-intensive context: the knowledge-based view and the dynamic capabilities approach. The knowledge-based view focuses on the nature of organizational knowledge as a critical resource and illustrates specific properties of knowledge in contrast to traditional means of labor such as capital. The dynamic capabilities approach on the other hand is about a firm's ability to integrate, build, and reconfigure internal and external resources and can be drawn on to explain organizational success through adaptation to dynamic contexts. In this conceptual study, the authors propose a research model linking knowledge processes to organizational performance through two different paths: (1) Operational capabilities permit organizations to make their living in the present and refer to efficiency. (2) Dynamic capabilities allow organizations to change their resource base and, therefore, enable their long-term survival in dynamic environments by focusing on effectiveness. Additionally, the authors hypothesize a moderating effect of environmental dynamics on the relationship between dynamic capabilities and performance. The study offers a comprehensive overview on the interplay between dynamic capabilities and the knowledge-based view, offering valuable insights for both researchers and practitioners in the field.
Unternehmen befassen sich in jüngster Zeit verstärkt mit der Nutzung von Social Media in der internen Kommunikation und Zusammenarbeit. So genannte Enterprise Social Networks (ESN) bieten integrierte Plattformen mit Profilen, Blogs, gemeinsamer Dokumentenverwaltung, Wikis, Chats, Gruppen- und Kommentarfunktionen für die unternehmensinterne Anwendung. Sehr häufig sind damit umfangreiche Investitionen verbunden. Die Budgets werden im Kern für die IT verwendet – „weiche Faktoren“ bleiben häufig außen vor. Dies kann zu erheblichen Problemen bei der Akzeptanz entsprechender Plattformen führen. Daher sind weitere Maßnahmen im Bereich der Steuerung der Einführung und des Betriebs von ESN erforderlich, die sich unter dem Begriff der Governance zusammenfassen lassen. Das Konstrukt Governance bezieht sich auf Art und Umfang der Rollen und Aufgaben zur Steuerung der Nutzung von ESN. Der vorliegende Beitrag beleuchtet mögliche Governancemodelle für die Einführung und Weiterentwicklung von ESN. Die Resultate der vorliegenden Forschung wurden auf der Grundlage einer fundierten Literaturanalyse sowie der explorativen Befragung verantwortlicher Executives für die Nutzung von ESN in deutschen Großunternehmen erzielt. Dabei weisen die Implikationen der qualitativen Datenanalyse auf Zusammenhänge hin, die sich als Ausgangshypothesen für weitere Forschungsarbeiten nutzen lassen.
Wo treffe ich meine Kunden? Was lerne ich aus dem Feedback meiner User? Wie messe ich Erfolg? Im Sozialnetzwerk muss man die richtigen Fragen stellen, sagt Internet-Forscher Prof. Alexander Rossmann. Seine Studie Auf der Suche nach dem Return on Social Media an der Uni St. Gallen sorgte einst für Furore.
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.
Today, many companies are adapting their strategy, business models, products, services as well as business processes and information systems in order to expand their digitalization level through intelligent systems and services. The paper raises an important question: What are cognitive co-creation mechanisms for extending digital services and architectures to readjust the usage value of smart services? Typically, extensions of digital services and products and their architectures are manual design tasks that are complex and require specialized, rare experts. The current publication explores the basic idea of extending specific digital artifacts, such as intelligent service architectures, through mechanisms of cognitive co-creation to enable a rapid evolutionary path and better integration of humans and intelligent systems. We explore the development of intelligent service architectures through a combined, iterative, and permanent task of co-creation between humans and intelligent systems as part of a new concept of cognitively adapted smart services. In this paper, we present components of a new platform for the joint co-creation of cognitive services for an ecosystem of intelligent services that enables the adaptation of digital services and architectures.
Erfolg durch Kooperation
(2009)
This paper provides an introduction to the topic of enterprise social networks (ESN) and illustrates possible applications, potentials, and challenges for future research. It outlines an analysis of research papers containing a literature overview in the field of ESN. Subsequently, single relevant research papers are analysed and further research potentials derived therefrom. This yields seven promising areas for further research: (1) user behaviour; (2) effects of ESN usage; (3) management, leadership, and governance; (4) value assessment and success measurement; (5) cultural effects, (6) architecture and design of ESN; and (7) theories, research designs and methods. This paper characterises these areas and articulates further research directions.