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Article
Publication date: 23 April 2020

Aurora Garrido-Moreno, Víctor García-Morales, Stephen King and Nigel Lockett

Although Social Media use has become all-pervasive, previous research has failed to explain how to use Social Media tools strategically to create business value in today's…

2605

Abstract

Purpose

Although Social Media use has become all-pervasive, previous research has failed to explain how to use Social Media tools strategically to create business value in today's increasingly digital landscapes. Adopting a dynamic capabilities perspective, this paper empirically examines the specific process through which Social Media use translates into better performance and the capabilities involved in this process.

Design/methodology/approach

A research model is proposed that includes both antecedents and consequences of Social Media use. Existing research was examined to derive the research hypotheses, which were tested using SEM methodology on a sample of 212 hotels.

Findings

The results show that Social Media use does not exert significant direct impact on organizational performance. Rather, the findings confirm the mediating role played by Social CRM and Customer Engagement capabilities in the value creation process.

Practical implications

The results demonstrate how Social Media tools should be implemented and managed to generate business value in hotels. Implications yield interesting insights for hotel managers

Originality/value

This study is a first attempt to analyze empirically the real impact of digital media technologies, particularly Social Media use, drawing on the dynamic capabilities perspective and focusing on service firms (hotels). Including the variable “Organizational Readiness” as a basic prerequisite to benefit from Social Media use enhances the study's novelty and contribution.

Details

Journal of Service Management, vol. 31 no. 3
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 8 June 2012

Antonio Padilla‐Meléndez and Aurora Garrido‐Moreno

The purpose of this paper is to investigate the main factors affecting researcher engagement in knowledge transfer exchanges (KTE) in an Open Innovation (OI) context, devoting…

2592

Abstract

Purpose

The purpose of this paper is to investigate the main factors affecting researcher engagement in knowledge transfer exchanges (KTE) in an Open Innovation (OI) context, devoting special attention to specific factors such as personal and professional profile, institutional variables, social networks and recognition.

Design/methodology/approach

An extensive literature review was conducted, focusing on current studies concerning the OI concept and research lines, OI and universities, KTE, and the factors affecting researcher engagement in university KTE. Based on this review a conceptual framework was proposed, including four main factors that affect KTE researcher engagement (personal and professional, institutional, social networks and recognition). The assumptions of this framework were explored in an empirical study involving 382 senior researchers, acting as leaders of different research groups, at Spanish universities. This was followed by univariate, bivariate and multivariate statistical analysis.

Findings

Results show that, apart from recognition, most of the proposed factors affect researcher engagement in KTE processes. The social network factors appear to be the most important, as all items were significant in affecting the engagement of researchers in these processes.

Research limitations/implications

Both the study and the statistical analysis are exploratory, therefore results should be treated with caution. Moreover, the data were collected from only one country, hence, in order to improve validity, additional data would be needed.

Practical implications

Social networks (between researchers, businesses, university administrators, University Technology Transfer Office directors, etc.) should be promoted in order to improve researcher involvement in university KTE in an OI context.

Originality/value

There is a lack of research literature discussing factors affecting researcher engagement in KTE processes. Moreover, researcher involvement is a key factor in contributing to the success of KTE. This paper provides a thorough discussion of these factors and proposes a conceptual framework with which they may be studied in the context of OI.

Details

International Journal of Entrepreneurial Behavior & Research, vol. 18 no. 4
Type: Research Article
ISSN: 1355-2554

Keywords

Article
Publication date: 5 October 2015

Aurora Garrido-Moreno, Nigel Lockett and Victor Garcia-Morales

The purpose of this paper is to propose a research model exploring the link between knowledge management processes and customer relationship management (CRM) performance. It seeks…

2318

Abstract

Purpose

The purpose of this paper is to propose a research model exploring the link between knowledge management processes and customer relationship management (CRM) performance. It seeks to answer two research questions: What are the effective drivers of knowledge management processes in the context of a CRM initiative? Do these processes make a real impact on CRM performance?

Design/methodology/approach

The paper is based on data obtained from a sample of 93 service companies located in Spain. The authors conducted a structural equation modeling analysis using PLS to test the proposed hypotheses.

Findings

It was observed that both technological and organizational readiness were effective drivers of knowledge management. However, it was contrasted also that the usage of social media tools was not significantly related to knowledge management. Results show a real impact of knowledge management processes on CRM performance, so companies can understand how to implement successfully those initiatives.

Research limitations/implications

The main limitations of the study are that it was based on cross-sectional data and that variables were measured based on the perceptions of general managers.

Practical implications

Service companies need to invest in technological infrastructures, and create an appropriate organizational climate (top management support, employees commitment) in order to promote effective knowledge management processes, that will enable CRM success, paving the way for the development of marketing innovations.

Originality/value

This is the first empirical work that examines in confirmatory way what are the main drivers of knowledge management processes, including in the analysis the impact of both organizational and technological readiness, and considering also the usage of social media tools, in the context of a CRM initiative.

Details

Baltic Journal of Management, vol. 10 no. 4
Type: Research Article
ISSN: 1746-5265

Keywords

Article
Publication date: 9 September 2020

This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.

137

Abstract

Purpose

This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.

Design/methodology/approach

This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

Findings

Organizations, particularly hotels, often underutilize social media as a method of building a larger customer base, as well as a way of boosting advertising through user-generated content. Social customer relationship management and customer engagement are key facets to boosting social media use in an organization.

Originality/value

The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Details

Strategic Direction, vol. 36 no. 10
Type: Research Article
ISSN: 0258-0543

Keywords

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Details

Baltic Journal of Management, vol. 10 no. 4
Type: Research Article
ISSN: 1746-5265

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