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Article
Publication date: 9 October 2017

Clive Trusson, Donald Hislop and Neil F. Doherty

This paper responds to a recent trend towards reifying “knowledge hoarding” for purposes of quantitative/deductive research, via a study of information technology (IT) service…

1294

Abstract

Purpose

This paper responds to a recent trend towards reifying “knowledge hoarding” for purposes of quantitative/deductive research, via a study of information technology (IT) service professionals. A “rhetorical theory” lens is applied to reconsider “knowledge hoarding” as a value-laden rhetoric that directs managers towards addressing assumed worker dysfunctionality.

Design/methodology/approach

A qualitative study of practicing IT service professionals (assumed within IT service management “best practice” to be inclined to hoard knowledge) was conducted over a 34-day period. Twenty workers were closely observed processing IT service incidents, and 26 workers were interviewed about knowledge-sharing practices.

Findings

The study found that IT service practice is characterized more by pro-social collegiality in sharing knowledge/know-how than by self-interested strategic knowledge concealment.

Research limitations/implications

The study concerns a single occupational context. The study indicates that deductive research that reifies “knowledge hoarding” as a naturally occurring phenomenon is flawed, with clear implications for future research.

Practical implications

The study suggests that management concern for productivity might be redirected away from addressing assumed knowledge-hoarding behaviour and towards encouraging knowledge sharing via social interaction in the workplace.

Originality/value

Previous studies have not directly examined the concept of knowledge hoarding using qualitative methods, nor have they considered it as a rhetorical device.

Details

Journal of Knowledge Management, vol. 21 no. 6
Type: Research Article
ISSN: 1367-3270

Keywords

Article
Publication date: 3 April 2018

Neil F. Doherty and Sharul T. Tajuddin

The purpose of this paper is to fill a gap in the literature, by investigating the relationship between users’ perceptions of the value of the information that they are handling…

1253

Abstract

Purpose

The purpose of this paper is to fill a gap in the literature, by investigating the relationship between users’ perceptions of the value of the information that they are handling, and their resultant level of compliance with their organisation’s information security policies. In so doing, the authors seek to develop a theory of value-driven information security compliance.

Design/methodology/approach

An interpretive, grounded theory research approach has been adopted to generate a qualitative data set, based upon the results of 55 interviews with key informants from governmental agencies based within Brunei Darussalam, complemented by the results of seven focus groups. The interviews and focus groups were conducted in two phases, so that the results of the first phase could be used to inform the second phase data collection exercise, and the thematic analysis of the research data was conducted using the NVivo 11-Plus software.

Findings

The findings suggest that, when assigning value to their information, users take into account the views of members of their immediate work-group and the espoused views of their organisation, as well as a variety of contextual factors, relating to culture, ethics and education. Perhaps more importantly, it has been demonstrated that the users’ perception of information value has a marked impact upon their willingness to comply with security policies and protocols.

Research limitations/implications

Although the authors have been able to develop a rich model of information value and security compliance, the qualitative nature of this research means that it has not been tested, in the numerical sense. However, this study still has important implications for both research and practice. Specifically, researchers should consider users’ perceptions of information value, when conducting future studies of information security compliance.

Practical implications

Managers and practitioners will be better able to get their colleagues to comply with information security protocols, if they can take active steps to convince them that the information that they are handling is a valuable organisational resource, which needs to be protected.

Originality/value

The central contribution is a novel model of information security compliance that centre stages the role of the users’ perceptions of information value, as this is a factor which has been largely ignored in contemporary accounts of compliance behaviour. This study is also original, in that it fills a methodological gap, by balancing the voices of both user representatives and senior organisational stakeholders, in a single study.

Article
Publication date: 1 August 2003

Neil F. Doherty and Fiona E. Ellis‐Chadwick

There has been a strong focus in the literature upon the factors that affect the adoption of e‐commerce, and the demographics of Internet users, but few attempts to link these two…

2894

Abstract

There has been a strong focus in the literature upon the factors that affect the adoption of e‐commerce, and the demographics of Internet users, but few attempts to link these two bodies of knowledge. This empirical study investigates the extent to which the adoption of e‐commerce amongst retailers is influenced by the socio‐demographic characteristics of their target customers. The questionnaire was mailed to senior marketing executives in the UK’s largest retail organisations, and ultimately resulted in the receipt of 164 useable replies, giving an overall response rate of 18 per cent. The results of a set of analyses demonstrate that organisations are most likely to adopt the Internet for information provision, marketing and direct sales purposes if their typical customer is male, young and a member of the professional/managerial classes. This is not surprising, as young, professional males are typically enthusiastic and competent users of information technologies.

Details

Internet Research, vol. 13 no. 3
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 1 April 2006

Neil F. Doherty and Fiona E. Ellis‐Chadwick

The primary aim of this paper is to critically review the literature that explicitly addresses the adoption and application of internet technologies, by retailers, for the…

6771

Abstract

Purpose

The primary aim of this paper is to critically review the literature that explicitly addresses the adoption and application of internet technologies, by retailers, for the promotion and sale of merchandise. In particular, this study seeks to present a holistic and critical review of what is currently known, in order to help establish the gaps that will need to be addressed in future research studies.

Design/methodology/approach

The study adopts both quantitative and qualitative approaches to conduct the review, in an attempt to ensure that it is well focused and systematic.

Findings

The key finding of this study is that whilst the internet retailing literature is extremely wide‐ranging, and somewhat fragmented, it can be decomposed into three broad categories: the retailer perspective; the consumer perspective; and the technological perspective. Moreover, it has been noted that whilst the strategic potential of the internet is routinely mentioned in nearly all studies of electronic retailing, there have been very few studies that have explicitly or empirically targeted its strategic management.

Research limitations/implications

The major limitation of this study is that due to the sheer volume and fragmentation of the literature in the domain, the paper has been based primarily upon a review of ten key journals, rather than every paper that has been published on internet retailing. However, because the target journals have been carefully chosen and systematically reviewed, we believe that the study should have many important implications for researchers, particularly in terms of where future studies of internet retailing might best be positioned.

Originality/value

This research offers a synthesis of the literature, which provides significant new insights into the field of internet retailing, and in particular its strategic importance.

Details

International Journal of Retail & Distribution Management, vol. 34 no. 4/5
Type: Research Article
ISSN: 0959-0552

Keywords

Content available

Abstract

Details

International Journal of Retail & Distribution Management, vol. 34 no. 4/5
Type: Research Article
ISSN: 0959-0552

Article
Publication date: 12 October 2010

Neil F. Doherty and Fiona Ellis‐Chadwick

The primary aim of this paper is to critically review the literature that explicitly addresses the adoption, application and impact of internet technologies, by retailers, for the…

43877

Abstract

Purpose

The primary aim of this paper is to critically review the literature that explicitly addresses the adoption, application and impact of internet technologies, by retailers, for the promotion and sale of merchanidise. In particular, this paper seeks to present a holistic and critical review of the early predictions, with regard to the uptake and impact of internet retailing; critically reappraise these claims in light of current trends in internet retailing; and explore where e‐tailing may be heading in the coming years.

Design/methodology/approach

The paper adopts an extensive and critical review of the literature, with regard to the adoption, uptake and impact of internet retailing, as published in the academic literature over the past 20 years.

Findings

In hindsight, it can be seen that many of the original predictions, made at the dawn of the internet era, have not become a reality: retailers are not cannibalising their own custom, virtual merchants are not dominating the market‐place, and the high street has not, as yet, been put out of business. By contrast, other predications have come to pass: electronic intermediaries are playing an increasingly important role, “one‐to‐one” marketing has become a reality, prices are more competitive, and perhaps most importantly the consumer has become more powerful.

Research limitations/implications

Providing a brief review of the past, present and future of online retailing is an extremely ambitious undertaking, especially given the vast amount of literature that has been published in this area. In attempting to provide an overall impression of the broad themes, and most important findings, to emerge from this important body of literature, it is inevitable that many important pieces of work will have been either missed or underplayed. Consequently, there is a need for follow‐up studies that aim to provide deeper and richer reviews of more narrowly defined elements of this vast landscape.

Originality/value

This study presents one of the first and most thorough reappraisals of the initial literature with regard to the likely development, implications, and impact of internet retailing. Moreover, the paper seeks to break new ground by attempting to use the current literature to help predict future directions and trends for online shopping.

Details

International Journal of Retail & Distribution Management, vol. 38 no. 11/12
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 18 September 2009

Neil F. Doherty and Fiona Ellis‐Chadwick

The purpose of this study is to explore empirically the relationship between the scope of the e‐commerce strategies currently being deployed by the largest and most influential…

7949

Abstract

Purpose

The purpose of this study is to explore empirically the relationship between the scope of the e‐commerce strategies currently being deployed by the largest and most influential UK‐based retailers, the drivers for their adoption, and perhaps most importantly the degree to which they are perceived to be successful.

Design/methodology/approach

The objectives of this research were addressed by using a quantitative research strategy, based on a postal questionnaire survey of the UK's largest retailers. The research strategy produced a wealth of primary data, which were thoroughly analysed using a variety of multivariate, statistical techniques.

Findings

The study's findings suggest that the scope of the retailers' e‐commerce strategies is strongly associated with the strength of management support behind the strategy and its perceived strategic fit. By contrast, the perceived success of their strategies is most strongly associated with the degree to which the retailer has deployed a portfolio of appropriate resources and capabilities, in support of its online operations.

Research limitations/implications

The major limitation associated with the study is with respect to the rather disappointing response rate of 10 per cent. However, this level of response is similar to many previous surveys in this domain, and it is probably not surprising, given the commercially sensitive nature of the data. Moreover, the extensive phone‐based follow‐up of non‐respondents has provided an important reassurance that any resultant bias is likely to have only a modest effect on the results.

Practical implications

The findings highlight that, despite their close relationship, the scope of an e‐commerce strategy and its success are rather different entities, and therefore the factors that affect the scope of adoption cannot be relied on to deliver success. In particular, retailer managers must recognise that, while their support and commitment may well be the impetus necessary to deliver a wide‐ranging strategy, its ultimate success may be dependent on their ability to deploy a suitable portfolio of resources and capabilities.

Originality/value

The study makes a major contribution in a number of ways. It provides one of the first attempts to measure the relationship between the drivers, scope and perceived success of e‐commerce strategies, and, in so doing, it delivers an objective comparison between those factors that affect the scope and the success of e‐commerce strategies. Moreover, important new measures of e‐commerce scope and success have been developed and deployed.

Details

European Journal of Marketing, vol. 43 no. 9/10
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 1 April 2006

Sally McKechnie, Heidi Winklhofer and Christine Ennew

Extant research has examined consumer acceptance of the internet in various contexts mainly as a dichotomy (adoption/non‐adoption), thus ignoring the process underlying adoption…

8768

Abstract

Purpose

Extant research has examined consumer acceptance of the internet in various contexts mainly as a dichotomy (adoption/non‐adoption), thus ignoring the process underlying adoption. This paper aims to provide insights into factors determining the extent to which an innovation is adopted.

Design/methodology/approach

The paper reviews the literature on the technology acceptance model (TAM), and justifies the use of this model to explore the factors contributing to the extent to which consumers use the internet as a distribution channel for financial services (FS). Data are collected through telephone interviews with 300 UK consumers responding to a questionnaire.

Findings

The application of the TAM model is helpful but additional links need to be included. The key drivers of extent of use are past experience with the internet as a purchasing channel (for non‐FS) and attitudinal aspects, i.e. positive emotions towards the internet as a distribution channel for FS. Insecurity about this channel does not appear to be an obstacle and perceived usefulness is not directly linked to extent of use but fully mediated via attitude towards the channel. Consumers with computer access from home, those with an active interest in FS, as well as consumers who have general online purchasing experience tend to find this channel easy to use, which, jointly with perceived usefulness, leads to a positive attitude toward this distribution channel.

Research limitations/implications

The findings are limited to the FS online retail context and may not be generalisable beyond this context. Future research should be considered using a longitudinal approach.

Practical implications

FS retail providers should consider prior experience with the internet as a distribution channel and product category involvement as segmentation bases, and also provide more opportunities for consumers to try and observe the internet as a distribution channel.

Originality/value

This research explores the determinants of consumer acceptance of online retailing from a process‐based rather than a binary view of adoption of an innovation.

Details

International Journal of Retail & Distribution Management, vol. 34 no. 4/5
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 20 November 2007

Fiona Ellis‐Chadwick, Neil F. Doherty and Leonidas Anastasakis

The purpose of this paper is to develop a better understanding of the expansion and development strategies used by retailers based in the UK for creating sustained competitive…

11239

Abstract

Purpose

The purpose of this paper is to develop a better understanding of the expansion and development strategies used by retailers based in the UK for creating sustained competitive advantage in online grocery retailing.

Design/methodology/approach

The objectives of this research were addressed by using a qualitative research strategy consisting of two specific methods of data collection: primary and secondary data collection.

Findings

The study suggests that retailers have tended to follow an incremental approach towards the development and expansion of their online service provision. This route to expansion involves the trialling of new ideas, keeping close watch on the competition while endeavouring to introduce innovative new services to capture consumer interest and deliver customer benefits.

Research limitations/implications

The major limitation associated with this study is with respect to its heavy reliance on secondary sources. Consequently, assumptions have had to be made about the retailers' strategic thinking, as we were not able to secure any first hand accounts. However, in terms of the research implications, this study has both demonstrated the value of secondary data sources, and highlighted the benefits of adopting a resource‐based analysis.

Practical implications

The findings highlight the importance of viewing an organisation's web‐based IT resources, as being only one element of its e‐commerce strategy.

Originality/value

This study makes a major contribution in two ways. First, it has mapped out the strategic pathways followed by the UK's five leading grocery retailers, in terms of their adoption of e‐commerce during the first complete decade of online retailing. Second, the paper has demonstrated how the resource‐based theory provides a very useful lens through which these pathways can be viewed and ultimately explained.

Details

Managing Service Quality: An International Journal, vol. 17 no. 6
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 17 May 2013

Neil F. Doherty and Mark Terry

In this paper, the authors seek to draw upon resource‐based theory to explore the role of existing, complementary organisational resources, in leveraging sustainable improvements…

2266

Abstract

Purpose

In this paper, the authors seek to draw upon resource‐based theory to explore the role of existing, complementary organisational resources, in leveraging sustainable improvements in competitive positioning, resulting from information systems initiatives.

Design/methodology/approach

A research model has been derived from the literature, which is then used to guide the conduct of a major, integrated quantitative and qualitative survey of managers.

Findings

In this paper, it is shown that improvements in competitive positioning are likely to be more significant and sustainable when a new IS initiative makes an indirect contribution, through the leveraging of complementary organisational resources, rather than stemming directly from the functionality of the IT asset.

Research limitations/implications

The main limitations of this study relate to its use of a “convenience” sample and a “single‐informant”. However, both these comprises were viewed as being worthwhile, as it gave the authors the opportunity to conduct a study that was both broad and deep, in terms of the data collected.

Practical implications

The authors draw out the implications of their empirical study for the management of IT projects, to improve their ability to deliver sustainable improvements in competitive positioning.

Originality/value

This research makes a significant departure from the aggregated, enterprise‐level orientation of prior studies, by focusing upon the process‐level impacts of individual IS initiatives.

Details

Industrial Management & Data Systems, vol. 113 no. 5
Type: Research Article
ISSN: 0263-5577

Keywords

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