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Article
Publication date: 13 November 2020

Jan Philipp Graesch, Susanne Hensel-Börner and Jörg Henseler

The enabling technologies that emerged from information technology (IT) have had a considerable influence upon the development of marketing tools, and marketing has become…

2714

Abstract

Purpose

The enabling technologies that emerged from information technology (IT) have had a considerable influence upon the development of marketing tools, and marketing has become digitalized by adopting these technologies over time. The purpose of this paper is to demonstrate the impacts of these enabling technologies on marketing tools in the past and present and to demonstrate their potential future. Furthermore, it provides guidance about the digital transformation occurring in marketing and the need to align of marketing and IT.

Design/methodology/approach

This study demonstrates the impact of enabling technologies on the subsequent marketing tools developed through a content analysis of information systems and marketing conference proceedings. It offers a fresh look at marketing's digital transformation over the last 40 years. Moreover, it initially applies the findings to a general digital transformation model from another field to verify its presence in marketing.

Findings

This paper identifies four eras within the digital marketing evolution and reveals insights into a potential fifth era. This chronological structure verifies the impact of IT on marketing tools and accordingly the digital transformation within marketing. IT has made digital marketing tools possible in all four digital transformation levers: automation, customer interaction, connectivity and data.

Practical implications

The sequencing of enabling technologies and subsequent marketing tools demonstrates the need to align marketing and IT to design new marketing tools that can be applied to customer interactions and be used to foster marketing control.

Originality/value

This study is the first to apply the digital transformation levers, namely, automation, customer interaction, connectivity and data, to the marketing discipline and contribute new insights by demonstrating the chronological development of digital transformation in marketing.

Open Access
Article
Publication date: 26 November 2021

Francesca Bernini, Paola Ferretti and Antonella Angelini

This paper aims to focus on the relation between digital transformation and banks’ reputation, as examined through the information disclosed by the five largest Italian…

1837

Abstract

Purpose

This paper aims to focus on the relation between digital transformation and banks’ reputation, as examined through the information disclosed by the five largest Italian banking groups’ efforts to extend and enhance their digital resources. Considering digitalization as a key strategy for managing reputation, which, in turn, can leverage financial and value performance management, the paper investigates whether and how digital activities might affect banks’ reputation. Therefore, this paper proposes the relationship between digitalization and reputation as a lever for performance management and for increasing efficiency.

Design/methodology/approach

The authors use content analysis to generate a digital disclosure index, categorizing activities human, structural and relational. For banks’ reputations, the proxies are a measure of corporate reputation and a reputational risk index. Methodologically the study used multiple case studies, considered as particularly suitable to gain an in-depth understanding of the topic in the case of the five banks. A collection of secondary data and semi-structured interviews are included.

Findings

Overall, the digitalization-reputation link shows that banks’ reputation is variously affected, not only by exposure to risk (including reputational risk) but also by strategic issues such as digitalization and the effectiveness of the corresponding communication. Consequently, banks should view digitalization as a key driver to be considered not in a stand-alone perspective, but in a combined approach.

Research limitations/implications

Continued research should include the Covid-19 implications. Additionally, it would be important to compare a larger number of banks, with different characteristics, also including variables indicating the corporate governance mechanisms.

Practical implications

The analysis contributes to fostering scholars’ and practitioners’ management of the digital transformation challenge that is a current key-factor, capable of increasing banks’ value. It considers not only the drivers directly affecting monetary value but also the institutions’ social and relational value, as well as their reputation.

Originality/value

This paper extends prior research on the digitalization-reputation relation by investigating digital transformation through disclosure of activities in this area within the Italian banking sector. It allows to leverage the key-factors that can contribute to increasing banks’ value, considering not only the drivers directly affecting monetary value but also the institutions’ social and relational value, as well as their reputation.

Details

Meditari Accountancy Research, vol. 30 no. 4
Type: Research Article
ISSN: 2049-372X

Keywords

Open Access
Article
Publication date: 12 September 2022

Francesco Schiavone, Maria Cristina Pietronudo, Annamaria Sabetta and Marco Ferretti

Total quality management is a valuable approach to continuously improve the quality of organizations; however, scholars debate its applicability to services, which require…

Abstract

Purpose

Total quality management is a valuable approach to continuously improve the quality of organizations; however, scholars debate its applicability to services, which require specific best practices that are different from those related to manufacturing. Moreover, digitization is pervading all kinds of services, but little has been written about total quality service practices in digital-based companies. For this purpose, the authors provide a holistic model of total quality service that reflects the peculiarities of such companies, guided by the question: how do total quality service practices change in digital-based service organizations?

Design/methodology/approach

The authors conduct an illustrative case study on Healthware Group, a global integrated digital health organization, to evaluate theoretical assumptions about total quality service practices in the digital environment.

Findings

The findings allow to validate the model provided. In addition, the study enables them to observe the changes the authors are witnessing in service provision in the digital era and the consequent transformation of best practices. To be accurate, the authors cannot refer to a full transformation in digital-based companies but rather to the enrichment and extension of TQS practices. The best illustration of these conclusions has been summarized in a set of propositions corresponding to seven of the key levers of a TQS model.

Originality/value

The paper represents the first attempt to discuss the relationship between total quality service and digitalization, offering a set of propositions for academics and insights for practitioners. The model can be used as a tool to visualize the different levers that successful implementation of TQS in digital-based services companies can rely on.

Details

The TQM Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1754-2731

Keywords

Article
Publication date: 12 June 2017

Huay Ling Tay and Stephen Wee Kiat Low

Lean is considered as a major management approach for improving operational productivity and organizational performance. It is a systemic philosophy that emphasizes on…

2022

Abstract

Purpose

Lean is considered as a major management approach for improving operational productivity and organizational performance. It is a systemic philosophy that emphasizes on fulfilling customer needs, waste minimization, and a commitment to a culture of continual improvement. In recent years, many higher education institutions (HEIs) have leveraged on the use of technology to provide flexibility in learning and just-in-time training for learners in the efforts to improve both the internal processes of course delivery and enhance the provisions of education quality. In recognizing these trends in HEIs, the purpose of this paper is to identify the key factors that facilitate the conversion of printed learning resources to e-learning resources in a HEI.

Design/methodology/approach

This study used a qualitative exploratory case study approach and examined a unique case of a HEI that is undergoing the transformation process from printed learning resources to digital sources to simplify the processes involved in educational service delivery and operational complexity. Data sources include semi-structured interviews with key personnel directly involved in the project of converting printed learning resources to digital sources, notes taken from informal discussions, and secondary data such as minutes of meetings, learning resource archives, and relevant literature. A retrospective perspective was adopted in the case analysis since the HEI has already completed 50 percent of the conversion phase when this study was carried out.

Findings

Abductive reasoning approach and well-established lean principles were used to make sense of the digital transformation process of the HEI. Based on the retrospective case analysis, the authors found evidence that characterizes lean management principles and identifies the critical factors (CFs) that have facilitated the HEI to achieve the key milestones in the conversion journey. These include common vision, top management support and leadership, timely information sharing, and relationship management with key stakeholders in the transformation processes.

Research limitations/implications

Since this research is an exploratory case study, the results obtained cannot be generalized. Future research can be conducted to provide an impact analysis of the potential risk factors of a system that employs only the use of e-study materials. In addition, future studies can also assess the quality of the learning services that is supported by the e-resources by gathering student feedback on their e-learning experience that is supported by the online digital learning resources and learning management system.

Practical implications

This study provides managerial insights into the levers to engender the transformation from a traditional print learning resources model to leaning with digital e-learning resources. The insights into the CFs aid education managers to introduce process innovations and encourage behavioral changes that will benefit learners, instructors, and administers.

Originality/value

The study is one of the first to apply lean management principles in making sense of the transformation processes involved in the use of digital innovation in higher education context. The findings provide a holistic view of the process transformations.

Details

International Journal of Productivity and Performance Management, vol. 66 no. 5
Type: Research Article
ISSN: 1741-0401

Keywords

Abstract

Details

Break the Wall: Why and How to Democratize Digital in Your Business
Type: Book
ISBN: 978-1-80382-188-7

Content available
Book part
Publication date: 14 December 2022

Zeynep Aksehirli, Yakov Bart, Kwong Chan and Koen Pauwels

Abstract

Details

Break the Wall: Why and How to Democratize Digital in Your Business
Type: Book
ISBN: 978-1-80382-188-7

Article
Publication date: 10 May 2022

Christoph Küffner, Matthias Kopyto, Annika Judith Wohlleber and Evi Hartmann

COVID-19 has highlighted the need to reflect on how firms should improve their supply chains (SCs) to enhance agility and robustness. Recent studies focus more on the…

Abstract

Purpose

COVID-19 has highlighted the need to reflect on how firms should improve their supply chains (SCs) to enhance agility and robustness. Recent studies focus more on the short-term rather than on the long-term developments and lack insights regarding the enhancement of supply chain resilience (SCRES) based on the interplay between multiple levers. Therefore, using a long-term perspective, this research evaluates the interaction between three SCRES levers – relationships, technologies and organizational structures – to improve SCRES.

Design/methodology/approach

Based on an extensive literature review, multiple interviews and workshops, 13 future projections were developed. These projections were assessed using a two-round Delphi study that included 83 international experts from industry, academia and politics/associations to determine the probability of occurrence by 2035, their impact on SCRES and their desirability.

Findings

This study provides empirical evidence that the long-term enhancement of SCRES is achieved through the interplay of multiple levers rather than unilateral optimization. The study suggests that, by 2035, collaboration between SC partners will be a key factor for SCRES enhancement. Additionally, SC stakeholders should be aware that failing to invest in digital technologies will negatively impact the agility and robustness of future SCs. Furthermore, humans are expected to continue to play a major role, given that relationship-oriented tasks are perceived to remain important.

Originality/value

This paper adds to current literature, describing how SCRES can be improved in the long term through the interplay of multiple levers and the combination of robust and agile elements. Considering the importance of ensuring resilient SCs, this paper provides valuable insights for academics and practitioners.

Details

International Journal of Physical Distribution & Logistics Management, vol. 52 no. 8
Type: Research Article
ISSN: 0960-0035

Keywords

Article
Publication date: 17 August 2021

Sorin Gavrila Gavrila and Antonio De Lucas Ancillo

The coronavirus disease 2019 (COVID-19) pandemic has taken society, business and industries by surprise leading to a worldwide economic recession, pushing organizations to…

1908

Abstract

Purpose

The coronavirus disease 2019 (COVID-19) pandemic has taken society, business and industries by surprise leading to a worldwide economic recession, pushing organizations to rethink their business model in order to shift from activity shutdown toward sustainable growth. The purpose of this research is to comprehend the implications and relationship between entrepreneurship, innovation, digitization and digital transformation aspects as the levers to achieve this goal.

Design/methodology/approach

Following the existing literature, an empirical approach has been established involving a quantitative analysis of secondary information obtained from official datasets and reports.

Findings

The COVID-19 pandemic was found to be an unfortunate accelerator regarding both consumers' habits and organizations' innovation and digital transformation, breaking with the past leading to new sustainable growth business models.

Practical implications

The research provides an underlying outcome that addresses how wealth and economic value could be generated within the framework of new economic models in a post-pandemic environment.

Originality/value

The research highlights how the pandemic has disrupted what was known about sustainable business growth, and how this affects the future of business beyond the pandemic scenario, transforming the way society, businesses and customers interact.

Details

International Journal of Entrepreneurial Behavior & Research, vol. 28 no. 1
Type: Research Article
ISSN: 1355-2554

Keywords

Article
Publication date: 19 May 2021

Sorin Gavrila Gavrila and Antonio de Lucas Ancillo

The purpose of this study is to comprehend and determine the impact of the COVID-19 pandemic on business organizations and society, together with its relationship to…

1565

Abstract

Purpose

The purpose of this study is to comprehend and determine the impact of the COVID-19 pandemic on business organizations and society, together with its relationship to entrepreneurship, innovation, digitization or digital transformation, by means of analysis of the Spanish Internet domains registration data set.

Design/methodology/approach

Following existing literature regarding time series analysis, the authors have designed a SARIMA methodology involving the forecasting of a non-COVID-19 data set from the available data and compared it to the existing COVID-19 data set in order to validate the formulated hypothesis.

Findings

The COVID-19 pandemic was found to be an unfortunate accelerator, regarding entrepreneurship and innovation as a digitization and digital transformation lever, with the results of the Internet domain registration analysis as a reliable indicator.

Originality/value

This research confirms the existence of new non-invasive approaches to complementary information, such as Internet domain registration analysis, that could serve as an early and quick indicator of innovation and entrepreneurship initiatives within business activities.

Book part
Publication date: 15 September 2022

Yücel Erol and Gülşen Kirpik

The COVID-19 pandemic, which globally affected all the countries of the world both economically and socially, has become one of the biggest crises after the 1929 world…

Abstract

The COVID-19 pandemic, which globally affected all the countries of the world both economically and socially, has become one of the biggest crises after the 1929 world economic depression. During this period, not only people's health but also the economic health of countries was affected. In this process, people have created intense connection traffic on the internet to meet their needs, and this has accelerated the digitalization processes of businesses. Thus, the concept of digital transformation began to be widely used. Today, digital transformation processes have become an external environmental variable that covers all sectors, not businesses in a single sector. This situation has revealed the necessity of creating new business/management strategies that increase customer value for business managers. Digital transformation has shown itself in all business functions. In other words, the demands and priorities of each function and its managers have also changed. Therefore, business and department managers are required that they perceive digital transformation processes correctly and integrate their businesses/departments into this process with the right business/management strategies, without conflicting with the digital transformation processes. In this study, various ideas and evaluations put forward about sustainable business/management strategies that can be applied against the current and future importance of the digitalization/digital transformation process and its possible effects on businesses are included.

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