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Article
Publication date: 5 July 2013

Organisational development in sport: co‐creation of value through social capital

Mahmood Hajli and Mohammad Hajli

Empowered by Web 2.0 and social media, consumers join online communities and produce social capital. They generate information for online communities by sharing their…

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Abstract

Purpose

Empowered by Web 2.0 and social media, consumers join online communities and produce social capital. They generate information for online communities by sharing their knowledge, information and experience, and thus support organisational learning. Co‐creation of value with consumers instead of co‐creation of value for consumers is a new strategy for organisational development. The purpose of this paper is to investigate social factors introduced through social media to sport organisations in the co‐creation of value with fans.

Design/methodology/approach

This research adopts social capital and social support theory and investigates the way sport organisations can apply social relationship with fans in online communities in order to co‐create value for organisational development. The study looks at the current literature and the potential theoretical development for organisational learning.

Findings

Social interaction of individuals through social media and online communities has introduced co‐creation of value with customers. This behaviour originates from the supportive climate that has emerged through Web 2.0, where individuals share their information, knowledge, and experience through online communities. This co‐creation offers online social support as a source of social capital for organisations. The results can be beneficial for the development of sport organisations in the co‐creation of value with fans.

Research limitations/implications

The clear implication of the research would be whether sport organisations can develop virtual communities and offer rich means that facilitate individuals' interactions. The research highlights the theoretical foundation and opportunities for sport organisational development. However, the study does not provide an empirical test of the theory. Therefore, an empirical test of the research theory is a future research direction.

Originality/value

This research investigates social factors introduced through social media to sport organisations in the co‐creation of value with fans. The contribution of the research is to provide the theoretical bases for a new research area for sport organisational development through social media. Sport organisations can learn from the social interactions of their fans and develop their strategies. This research shows how sport organisations can use social capital theory and online social support to progress in the industry.

Details

Industrial and Commercial Training, vol. 45 no. 5
Type: Research Article
DOI: https://doi.org/10.1108/ICT-01-2013-0001
ISSN: 0019-7858

Keywords

  • Social media
  • Web 2.0
  • Consumer behaviour
  • Social learning
  • Co‐creation of value
  • Organizational learning
  • Knowledge sharing
  • Online communities

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Article
Publication date: 12 July 2013

A research framework for social commerce adoption

Mahmood Hajli

Social relationships on the internet through the emergence of Web 2.0 applications created new opportunities for business. This is mainly because of the growth of social…

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Abstract

Purpose

Social relationships on the internet through the emergence of Web 2.0 applications created new opportunities for business. This is mainly because of the growth of social networking sites, which has also developed e‐commerce. The current development in e‐commerce opened a new stream, entitled social commerce, which is using social technologies to create an environment for generating social interactions. These social interactions can drive online social support in e‐commerce, which in turn is creating trust and an increased intention to use social commerce.

Design/methodology/approach

This research used social support theory and related theories on intention to use to propose a theoretical framework for the adoption of social commerce.

Findings

The model predicts that forums and communities, ratings, reviews, referrals and recommendations are helping to introduce new business plans for e‐vendors. The model also shows trust is an on‐going issue in e‐commerce and can be built through social commerce constructs.

Research limitations/implications

There is limited research in the area of social commerce which this study seeks to redress. This study proposes a new model which can be extended by other constructs. However, the research needs to empirically test the constructs of the proposed model and their relationship.

Originality/value

This paper introduces social commerce constructs, namely; recommendations and referrals, forums and communities and rating and reviews. The bases of the model proposed in this research are IT adoption and literature in the area such as PU and intention to buy or trust. These highlight the key role of ICT in the behaviour of online customers. This can be a development for e‐commerce adoption models and the results signify that IS has a reference discipline for the behaviour of online consumers. This is an issue in marketing where not enough attention is paid to the importance of IT and IS.

Details

Information Management & Computer Security, vol. 21 no. 3
Type: Research Article
DOI: https://doi.org/10.1108/IMCS-04-2012-0024
ISSN: 0968-5227

Keywords

  • Social commerce
  • Social commerce adoption
  • Electronic commerce
  • Trust
  • Social media

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Article
Publication date: 8 November 2013

From e-learning to social learning – a health care study

Mahmood Hajli, Hatem Bugshan, Xiaolin Lin and Mauricio Featherman

The emergence of Web 2.0 opened a new route for education to use the values derived from this development. The future of e-learning is social learning, where individuals…

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Abstract

Purpose

The emergence of Web 2.0 opened a new route for education to use the values derived from this development. The future of e-learning is social learning, where individuals can learn online due to the facility of social media. Social media such as online communities are places for social interactions between users. These social interactions are the way forward and can drive social support in an online context. This paper aims to explore the impact of these interactions

Design/methodology/approach

This study uses social support theory to explore the impact of social interactions on the internet on learning and education. The research uses a case study and investigates the health industry.

Findings

The paper explains the development in e-learning through social media and the emerging concept of social learning.

Originality/value

The contribution of this research is to emphasise social relationships of individuals in the internet and social interaction in online communities which enhance their learning qualities. The research drawn on social support theory describes social learning as a future for e-learning.

Details

European Journal of Training and Development, vol. 37 no. 9
Type: Research Article
DOI: https://doi.org/10.1108/EJTD-10-2012-0062
ISSN: 2046-9012

Keywords

  • Web 2.0
  • E-learning
  • Online communities
  • Social media
  • Health care

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Article
Publication date: 13 April 2015

Information technology (IT) productivity paradox in the 21st century

Mahmood Hajli, Julian M. Sims and Valisher Ibragimov

Since the 1970s productivity growth in most economies slowed, while information and communication technology expenditures increased: the “information technology (IT…

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Abstract

Purpose

Since the 1970s productivity growth in most economies slowed, while information and communication technology expenditures increased: the “information technology (IT) productivity paradox.” Some researchers reported an end to the paradox, but this is most likely due to IT industry growth approaching the Year 2000 phenomenon. The purpose of this paper is to update IT productivity paradox research.

Design/methodology/approach

For comparability this research replicates methods employed by previous studies but employs a two-level approach: first macroeconomic indicators; second labor and multi-factor productivity.

Findings

Findings suggest IT investment has high positive correlation with gross domestic product growth, but not labor or multi-factor productivity. This ambiguity suggests the paradox is still poorly understood.

Research limitations/implications

The findings are not conclusive; the authors cannot confirm or reject the existence of the productivity paradox. The global recession and banking crisis makes it prudent to wait until recovery before analyzing data from that period.

Practical implications

Lack of convincing evidence supporting positive effects from IT investment suggests some firms benefit from IT investment, but not others, and that IT investment has questionable returns.

Social implications

Firm level studies might find IT investment benefits some firms, but lack of convincing macroeconomic level evidence of positive effects of IT investment suggests the paradox still exists.

Originality/value

This research updates the IT productivity paradox demonstrating the phenomenon is still poorly understood and thus worthy of further study, questioning the benefits of IT investment for industry and national economies.

Details

International Journal of Productivity and Performance Management, vol. 64 no. 4
Type: Research Article
DOI: https://doi.org/10.1108/IJPPM-12-2012-0129
ISSN: 1741-0401

Keywords

  • Productivity
  • Capital investment
  • IT productivity paradox
  • Multi-factor productivity

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Article
Publication date: 1 January 2014

Positive role of “online doctors”: Social learning plays its part in health care

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

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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

When a doctor says more people die as a result of worrying about illnesses they might or might not have, rather than illness itself, the medic's opinion might lack the backing of hard facts and figures. But it is one worth noting, especially when the internet has become such a hypochondriacs' playground where they can discover a multitude of symptoms and immediately start to be frightened by them.

Practical implications

The paper provides strategic insights and practical thinking that have influenced some of the world's leading organizations.

Originality/value

The briefing saves busy executives 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

Development and Learning in Organizations, vol. 28 no. 1
Type: Research Article
DOI: https://doi.org/10.1108/DLO-12-2013-0092
ISSN: 1477-7282

Keywords

  • Web 2.0
  • Online communities
  • E-learning
  • Health care
  • Social media

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Article
Publication date: 7 October 2014

Editorial

Zahir Irani and Muhammad Kamal

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Abstract

Details

Journal of Enterprise Information Management, vol. 27 no. 6
Type: Research Article
DOI: https://doi.org/10.1108/JEIM-03-2014-0027
ISSN: 1741-0398

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Article
Publication date: 3 April 2017

Managing extracted knowledge from big social media data for business decision making

Wu He, Feng-Kwei Wang and Vasudeva Akula

This paper aims to propose a knowledge management (KM) framework for leveraging big social media data to help interested organizations integrate Big Data technology…

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Abstract

Purpose

This paper aims to propose a knowledge management (KM) framework for leveraging big social media data to help interested organizations integrate Big Data technology, social media and KM systems to store, share and leverage their social media data. Specifically, this research focuses on extracting valuable knowledge on social media by contextually comparing social media knowledge among competitors.

Design/methodology/approach

A case study was conducted to analyze nearly one million Twitter messages associated with five large companies in the retail industry (Costco, Walmart, Kmart, Kohl’s and The Home Depot) to extract and generate new knowledge and to derive business decisions from big social media data.

Findings

This case study confirms that this proposed framework is sensible and useful in terms of integrating Big Data technology, social media and KM in a cohesive way to design a KM system and its process. Extracted knowledge is presented visually in a variety of ways to discover business intelligence.

Originality/value

Practical guidance for integrating Big Data, social media and KM is scarce. This proposed framework is a pioneering effort in using Big Data technologies to extract valuable knowledge on social media and discover business intelligence by contextually comparing social media knowledge among competitors.

Details

Journal of Knowledge Management, vol. 21 no. 2
Type: Research Article
DOI: https://doi.org/10.1108/JKM-07-2015-0296
ISSN: 1367-3270

Keywords

  • Knowledge management
  • Big Data
  • Social media
  • Competitive analytics

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Article
Publication date: 23 November 2020

Going with the flow: smart shopping malls and omnichannel retailing

Nisreen Ameen, Ali Tarhini, Mahmood Shah and Nnamdi O. Madichie

The transition from multichannel to omnichannel retailing requires a better conceptualisation, especially for customer experience in smart shopping malls. Therefore, this…

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Abstract

Purpose

The transition from multichannel to omnichannel retailing requires a better conceptualisation, especially for customer experience in smart shopping malls. Therefore, this study aims to propose a theoretical model that captures customers’ omnichannel experiences in smart shopping malls in terms of personal interaction, physical environment and virtual environment encounters. It examines the mediating role of flow experience on the relationship between the three types of encounters and customers’ intention to revisit smart shopping malls.

Design/methodology/approach

The study draws on four key theories: the service encounter model, trust-commitment theory, flow theory and experiential value theory. A total of 553 completed questionnaires were collected from customers (millennials) in the United Kingdom (UK). The data was analysed using partial least squares-structural equation modelling.

Findings

The findings show that physical environment encounters and personal interaction encounters play a significant role in customers’ omnichannel experiences in smart malls. Also, of significance are the following aspects of virtual environment encounters: interface design, personalisation, trust, privacy, consumer–peer interaction and relationship commitment. The findings highlight the significant mediating role of flow on the relationships between these three types of encounters and intention, and the effect of flow on omnichannel service usage in smart shopping malls.

Originality/value

The research contributes to the existing literature by proposing a conceptual model: the smart shopping mall omnichannel customer experience (SSMCE) model. The findings offer practical guidance to shopping malls and retailers who wish to enhance the customer omnichannel experience.

Details

Journal of Services Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
DOI: https://doi.org/10.1108/JSM-02-2020-0066
ISSN: 0887-6045

Keywords

  • Omnichannel retailing
  • Shopping malls
  • Service encounters
  • Trust-commitment theory
  • Flow theory
  • Electronic commerce
  • Retail
  • Customer service
  • Digital
  • Customer experience
  • Digitalisation

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Article
Publication date: 18 April 2020

Information credibility and organizational feedback; a solution to plethora of consumer advocacy, brand avoidance and community usefulness

Muhammad Azeem Abro, Rohaizat Baharun and Ahsan Zubair

This study aims to investigate the impact of consumer advocacy on community usefulness and brand avoidance. Moreover, the study scrutinizes the mediating role and impact…

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Abstract

Purpose

This study aims to investigate the impact of consumer advocacy on community usefulness and brand avoidance. Moreover, the study scrutinizes the mediating role and impact of organizational feedback/response and moderating role of information credibility.

Design/methodology/approach

The explanatory and cross-sectional research design was used in the study. Primary data were collected from broadband internet users and 249 responses gathered across the country. The study sample comprises of individuals sharing unfavorable service experiences on social media.

Findings

The key findings of the study highlight that consumer advocacy is a type of complaining method, which is used to help other society members; hence, there is a strong relationship among consumer’s advocacy and society’s usefulness. Brand avoidance is the outcome of stronger reactions by consumer advocates and through efficient organizational feedback, the impact of advocacy can be mitigated. Moreover, the study found that effective organizational explanations can be a useful remedy to brand avoidance. Furthermore, the research revealed that information credibility does not moderate the relationship between consumer advocacy and brand avoidance.

Practical implications

The study findings will help practitioners in determining effective strategies to restrict and control brand avoidance.

Originality/value

The social side of consumer argumentative behavior is still an under-research area, which is addressed in the paper. This is the unique study, which explores the mediating impact of organizational feedback on consumer advocacy, brand avoidance and usefulness for society in the implicit perspective.

Details

The Bottom Line, vol. 33 no. 2
Type: Research Article
DOI: https://doi.org/10.1108/BL-12-2019-0133
ISSN: 0888-045X

Keywords

  • Information credibility
  • Brand avoidance
  • Information
  • Consumer advocacy
  • Community usefulness
  • Organizational feedback

Content available
Article
Publication date: 13 February 2017

Information technology and marketing performance within international market-entry alliances: A review and an integrated conceptual framework

Shasha Zhao and Constantinos-Vasilios Priporas

The purpose of this paper is to engage in a comprehensive review of the research on information technology (IT)-mediated international market-entry alliances.

Open Access
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Abstract

Purpose

The purpose of this paper is to engage in a comprehensive review of the research on information technology (IT)-mediated international market-entry alliances.

Design/methodology/approach

This paper provides a theory-informed conceptual framework of IT-enabled cross-border interfirm relationships and performance outcomes. It integrates perspectives of resource-based view (RBV) and transaction cost economics (TCE) to argue that the establishment of interfirm IT capabilities enhances the marketing performance of the foreign partner in the host location by improving interfirm relationship governance. Furthermore, IT-related risks and contextual restrictions are identified as important moderators.

Findings

Conceptualisations of IT capabilities, IT-enhanced interfirm governance, and IT-led marketing performance improvement are suggested. Drawing on RBV and TCE, IT resources, related human resources, and IT integration between partner firms in combination enhances the ability of firms to manage the relationship more effectively through shared control, interfirm coordination, cross-firm formalisation, and hybrid centralisation. These benefits then bring about better upstream and downstream marketing performance in the host location. Additionally, IT capabilities help to mitigate possible contextual limitations and risks.

Research limitations/implications

The paper offers a number of theory- and literature-informed research propositions which can be empirically tested in future studies.

Practical implications

Top managers of firms currently in or planning to enter international alliances for market entry should carefully consider effective development of interfirm IT capabilities in terms of readiness of hardware and software, human resources, and organisational resources.

Originality/value

The paper provides an integrated framework and propositions which contribute to limited understanding and appreciation of IT value in international market-entry alliances.

Details

International Marketing Review, vol. 34 no. 1
Type: Research Article
DOI: https://doi.org/10.1108/IMR-01-2016-0024
ISSN: 0265-1335

Keywords

  • Information technology
  • Entry modes
  • Cross-border alliance
  • Marketing performance

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