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Open Access
Article
Publication date: 9 November 2022

Santhosh Srinivas and Huigang Liang

While every firm is striving to embrace digital transformation (DT) to form new differentiating business capabilities, there are dark sides to such initiatives, and it is…

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Abstract

Purpose

While every firm is striving to embrace digital transformation (DT) to form new differentiating business capabilities, there are dark sides to such initiatives, and it is essential to acknowledge, identify and address them. The purpose of this paper is to identify and emperically demonstrate the impact of such darksides of DT. While a firm's DT effort may have many dark sides, the authors identify data breaches as the most critical one and focus on proving their impact since it can inflict significant damage to the firm.

Design/methodology/approach

Through the lens of paradox theory, the authors argue that the DT efforts of a firm will lead to increased risk and severity of data breaches. The authors developed a one-of-a-kind longitudinal data set by combining data from multiple sources, including 3604 brands over a 10-year period, and employed a DT performance scorecard to evaluate a firm's DT effort across four key digital selling touchpoints: site, mobile, digital marketing and social media.

Findings

The findings of this study show that a firm's DT efforts pertaining to its mobile and digital marketing platforms significantly increase the likelihood and severity of a data breach event indicating that these two channels are most vulnerable and need heightened attention from firms. Furthermore, the findings suggest that the negative repercussions of some DT initiatives may be minimized as the firm becomes more innovative. The findings can help firms re-strategize their DT efforts by promoting security and also encouraging a balanced communication strategy.

Originality/value

This research is one of the first to identify, recognize and empirically illustrate the downsides of a DT effort that is otherwise thought to provide only benefits.

Details

Journal of Electronic Business & Digital Economics, vol. 1 no. 1/2
Type: Research Article
ISSN: 2754-4214

Keywords

Article
Publication date: 6 January 2023

Şenay Yavuz and Engin Tire

The present research aimed to identify the motivations, needs, wants, preferences and limitations of corporate professionals with regard to business social analytics.

Abstract

Purpose

The present research aimed to identify the motivations, needs, wants, preferences and limitations of corporate professionals with regard to business social analytics.

Design/methodology/approach

Online interviews were conducted with 26 professionals the majority of whom work at the management level at 20 reputable corporations in Turkey. Both qualitative and quantitative data was collected during these interviews, which lasted an average of one hour.

Findings

The findings shed light on the motivations of corporate professionals for monitoring social media and other digital media, their perceived capability and limitations in doing so, the media that they monitor and wanted to monitor if possible, their criteria and processes for working with service providers in the field of business social analytics, their needs which are not fully met by service providers, their suggestions on service improvement and their reflections on how internal and external customer data can be analyzed with an integrated approach.

Originality/value

This research is an attempt to bridge the gap between the priorities of engineers who generate artificial intelligence for the purposes of social listening and analytics and the end users, e.g. corporate communication professionals. Only by doing so, this field, which is getting more and more important as people spend more time online, will reach its full potential and benefit corporations by providing fruitful insight upon which strategic steps can be taken.

Details

Corporate Communications: An International Journal, vol. 28 no. 4
Type: Research Article
ISSN: 1356-3289

Keywords

Article
Publication date: 4 February 2019

Markus Lamest and Mairead Brady

The purpose of this paper is to explore the managerial decision-making challenges of the use of data from online and offline customer data flooding into firms and managed through…

Abstract

Purpose

The purpose of this paper is to explore the managerial decision-making challenges of the use of data from online and offline customer data flooding into firms and managed through interactive dashboards. The paper provides insights into how managers within the hotel sector both manage and use the data as a core tool in discussions with finance managers/directors during negotiation on critical marketing investments.

Design/methodology/approach

The research design followed a multiple-case study design of five market-orientated hotels, which were selected as high performing data and dashboard users. Across each case company multiple informants were interviewed and shadowed, including marketing managers, general managers and finance managers/directors. There was also an in-depth investigation of the collection, dissemination and particularly use of traditional market research data and online data from social media sites, web sites and web and mobile analytics. This was augmented by a study of the customized, off site managed interactive databases, in use in all case companies.

Findings

This paper identifies managerial challenges experienced by general managers, marketing and financial managers using digital customer data. It investigated the power of the customer voice internally and found that unstructured qualitative data had greater visibility and usage once supported by a financial imperative. It also found that the use of interactive dashboards were a powerful manifestation of data technology use and increased marketing’s visibility, power and accountability within the firm.

Research limitations/implications

The paper provided a limited hotel perspective which impacts on generalizability. The findings should be tested quantitatively to ascertain their validity across a wider sector of businesses and operations. Though multiple site and cross-functional research adds value, one site might have provided more depth.

Practical implications

This paper reveals that managers need support in terms of time, resources and personnel to manage the flood of information into their organizations. It also suggested that general and marketing managers need to develop the skills to interpret the data for decision-making, so that the financial implications are understand.

Originality/value

Most social media studies within the hotel sector focus on the impact of social media reviews on consumer purchasing processes and/or on how managers communicate online with consumers. This paper takes an internal managerial perspective on data use for decision-making. This paper expands our understanding of marketing strategic decision-making through an in-depth exploration into how cross-functional decision-making uses contemporary customer data.

Article
Publication date: 24 February 2021

Samir Yerpude and Sonica Rautela

The purpose of this paper is to study the impact of real-time data emerging from implementation of the Internet of Things (IoT) and netnography on the efficiency of the new…

Abstract

Purpose

The purpose of this paper is to study the impact of real-time data emerging from implementation of the Internet of Things (IoT) and netnography on the efficiency of the new product development (NPD).

Design/methodology/approach

Customer-oriented organizations are the ones that survive in the market with a flow of new products to the market. Expectations like reduced timelines with quality focus provoke innovations. Customer inputs become the soul for a successful product wherein it becomes important to keep a constant stream of information flow back from the market. Literature review states that real-time data gathering with the implementation of IoT ensures the same. Along with real-time data, researchers have envisaged the need to identify the customer persona before incorporating customer opinion and sentiments vide netnography.

Findings

The organization can leverage the collaboration of IoT origin real-time data and sentiment analysis to effectively manage the NPD. Real-time customer data coupled with customer opinions and sentiments prove to be a game changer in the NPD process.

Originality/value

The originalities of this study are impact of IoT origin real-time data coupled with sentiment analysis on the NPD process. While impact of IoT origin data is reported in isolation similar to sentiment analysis, influence of collaboration of real-time data with sentiment analysis on NPD process is reported in this study.

Details

International Journal of Productivity and Performance Management, vol. 71 no. 5
Type: Research Article
ISSN: 1741-0401

Keywords

Open Access
Article
Publication date: 2 November 2022

Ansgar Sakaya

This study aims to examine the impact of Covid19 on service ecosystem self-adjustment (SES_SA) and additionally to explore the mediating role of SES_SA on the relationship between…

Abstract

Purpose

This study aims to examine the impact of Covid19 on service ecosystem self-adjustment (SES_SA) and additionally to explore the mediating role of SES_SA on the relationship between the Covid19 pandemic and the development of digital service capability (DD_SC).

Design/methodology/approach

Data were drawn from 384 business people with the help of a survey questionnaire. The interrelation of the model was examined with the help of structural equation modeling (SEM) using bootstrapping measures in Smart-partial least square (PLS). Three constructs (Covid19, DD_SC and SES_SA) were found with the help of exploratory factor analysis (EFA). Convergent and discriminant validity were obtained through confirmatory factor analysis (CFA) using statistical package for the social sciences-analysis of a moment structures (SPSS-AMOS)-V.23.

Findings

There is a substantial impact of Covid19 on SES_SA and DD_SC. The investigation also discovered that SES_SA significantly impact DD_SC, whereas, Covid19 impact DD_SC indirectly through SES_SA. Age has a significant favorable influence on fear of Covid19.

Research limitations/implications

There is scant literature linking SES_SA and the DD_SC.

Practical implications

The study promotes understanding of the contribution of Covid19 and SES_SA in the DD_SC among business people to enhance value co-creation. Capitalizing on DD_SC will enhance customer experience, assist customers in decision-making, and foster digital economic growth.

Originality/value

It enlightens on the digital capabilities needed for creating and co-creating value. Most studies in this area are qualitative/conceptually based and have not studied this kind of interrelation. Hence, it’s the only quantitative study that has examined the inter-relations among Covid19, SES_SA and DD_SC using SEM. This study also offers comprehension of all theories used in this context by relating Covid19 effects to DD_SC.

Details

Digital Transformation and Society, vol. 1 no. 2
Type: Research Article
ISSN: 2755-0761

Keywords

Article
Publication date: 25 August 2020

Chang-Tang Chiang

Tourism and hospitality are industries that have been dramatically transformed by information technology (IT). This study aims to use a keyword analysis to quantitatively review…

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Abstract

Purpose

Tourism and hospitality are industries that have been dramatically transformed by information technology (IT). This study aims to use a keyword analysis to quantitatively review how IT reshaped these industries.

Design/methodology/approach

In total, 3,282 keywords were collected from 24 high-impact tourism and hospitality journals and a social network analysis was used for the analysis.

Findings

This study contributes to research and practice by providing a visual digital knowledge map for tourism and hospitality, and seven research hotspots were identified from the results of the keyword analysis.

Research limitations/implications

A parsimonious eMarketing model for tourism and hospitality is proposed to direct future studies concerning these themes and guide practitioners in allocating the appropriate resources for IT investment.

Originality/value

This map not only identifies seven themes that explain, which and how IT-related factors influence tourism and hospitality but also demonstrates the patterns and intellectual structure of the related body of knowledge. The trend analysis indicates how IT transforms the tourism and hospitality industries in terms of mode and scope.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 10
Type: Research Article
ISSN: 0959-6119

Keywords

Open Access
Article
Publication date: 19 June 2019

Sara Melén Hånell, Emilia Rovira Nordman, Daniel Tolstoy and Nurgül Özbek

The purpose of this paper is to explore how market factors (pertaining to institutions, competition and resources) shape the international strategies of an online retailer.

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Abstract

Purpose

The purpose of this paper is to explore how market factors (pertaining to institutions, competition and resources) shape the international strategies of an online retailer.

Design/methodology/approach

A single qualitative case study research design is employed to conduct in-depth analyses of a Swedish internationalising small- and medium-sized enterprise (SME) in the retail business.

Findings

The findings show that online retailers can use partnerships to tackle industry dynamics and break into foreign markets. This type of “piggy-back internationalisation” can be an effective strategy of handling foreign market dynamics in the entry phase: that is to say, the short term. Reliance upon relationships, however, may paradoxically inhibit retailers’ abilities to stay competitive in the post-entry phase (i.e. the long term) since they become cut-off from the first-hand market learning.

Research limitations/implications

The authors provide propositions based upon the findings to support further research in the international marketing and international retailing literature.

Practical implications

The findings enhance the understanding of how electronic commerce affects SME internationalisation. They also generate new insights into the use of possible international expansion strategies for managers in retail SMEs.

Originality/value

This study introduces a new theoretical perspective to build upon international retail research and contributes to the international retail literature with relevant insights into both advantages and disadvantages of using partnerships to overcome challenges related to international online retailing.

Details

International Marketing Review, vol. 37 no. 3
Type: Research Article
ISSN: 0265-1335

Keywords

Article
Publication date: 10 March 2021

Yair Levy and Ruti Gafni

This paper aims to introduce the concept of cybersecurity footprint.

1038

Abstract

Purpose

This paper aims to introduce the concept of cybersecurity footprint.

Design/methodology/approach

Characteristics of cybersecurity footprint are presented based on documented cases, and the domino effect of cybersecurity is illustrated. Organizational and individual cybersecurity footprints are outlined. Active and passive – digital vs cybersecurity footprints are then reviewed. Taxonomy of aware/unaware vs active/passive cybersecurity footprints are presented, followed by brief discussion of the implications for future research.

Findings

The concept of cybersecurity footprint is defined, and the evidence from prior cyber incidents is shown to emphasize the concept. Smaller organizations may have a large cybersecurity footprint, whereas larger organizations may have smaller one. Cyberattacks are focusing on the individuals or small organizations that are in the supply chain of larger organizations causing the domino effect.

Practical implications

Implications of cybersecurity footprint to individuals, organizations, societies and governments are discussed. The authors present organizations with ways to lower cybersecurity footprint along with recommendations for future research.

Social implications

Cybersecurity has a significant social implication worldwide, as the world is becoming cyber dependent. With the authors’ introduction of the cybersecurity footprint concept and call to further understand how organizations can measure and reduce it, the authors envision it as another perspective of assessing cyber risk and further help mitigate future cyber incidents.

Originality/value

This paper extends the existing information and computer security body of knowledge on the concept of cybersecurity footprint with illustrated cases.

Article
Publication date: 29 July 2020

Irene Cheng Chu Chan, Jing Ma, Rob Law, Dimitrios Buhalis and Richard Hatter

This paper aims to investigate the temporal dynamics of users browsing activity on a hotel website in order to derive effective marketing strategies and constantly improve website…

Abstract

Purpose

This paper aims to investigate the temporal dynamics of users browsing activity on a hotel website in order to derive effective marketing strategies and constantly improve website effectiveness. Users' activities on the hotel's website on yearly, monthly, daily and hourly basis are examined and compared, demonstrating the power of informatics and data analytics.

Design/methodology/approach

A total of 29,976 hourly Weblog files from 1 August 2014 to 31 December 2017 were collected from a luxury hotel in Hong Kong. ANOVA and post-hoc comparisons were used to analyse the data.

Findings

Users' browsing behaviours, particularly stickiness, on the hotel website differ on yearly, monthly, daily and weekly bases. Users' activities increased steadily from 2014 to 2016, but dropped in 2017. Users are most active from July to September, on weekdays, and from noon to evening time. The month-, day-, and hour-based behaviours changed through years. The analysis of big data determines strategic and operational management and marketing decision-making.

Research limitations/implications

Understanding the usage patterns of their websites allow organisations to make a range of strategic, marketing, pricing and distribution decisions to optimise their performance. Fluctuation of website usage and level of customer engagement have implications on customer support and services, as well as strategic partnership decisions.

Originality/value

Leveraging the power of big data analytics, this paper adds to the existing literature by performing a comprehensive analysis on the temporal dynamics of users' online browsing behaviours.

Details

Industrial Management & Data Systems, vol. 121 no. 6
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 27 July 2020

Anca C Yallop and Omid Aliasghar

The purpose of this commentary is to reflect on the transformative changes organisations experience, in the form of increased use of emergent information and communication…

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Abstract

Purpose

The purpose of this commentary is to reflect on the transformative changes organisations experience, in the form of increased use of emergent information and communication technologies (ICTs), as a significant factor in enabling the continuation of normal business practices during the COVID-19 pandemic, and subsequent key ethical considerations in the use of new technology by organisations.

Design/methodology/approach

This commentary adopts a reflective approach and is based on a review of theories on diffusion of innovation, dynamic capabilities and data ethics and governance, as well as up-to-date business reports to reflect on the ethical implications of new technologies for organisations.

Findings

Organisations from different industries and sectors around the world have experienced major disruptive changes because of the COVID-19 pandemic. Adoption and integration of new ICTs occurred at an accelerated pace in a collective effort to maintain “business as usual”. The use of emergent technologies is not without risks. The commentary argues that, in times of crisis, it is vital that organisations address the growing concerns around privacy and security of personal data by designing effective data governance frameworks that go beyond a mere compliance with existing policies and prevailing data privacy and protection laws to ensure data security and protection for all stakeholders.

Originality/value

This commentary is making the case for more considered approaches to data governance and data ethics in business following the unprecedented challenges posed by the recent COVID-19 pandemic and suggests possible ways of moving forward from an ethical perspective.

Details

Online Information Review, vol. 44 no. 6
Type: Research Article
ISSN: 1468-4527

Keywords

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