Search results

1 – 10 of over 4000
Open Access
Article
Publication date: 20 February 2023

Caitlin Ferreira, Jeandri Robertson, Raeesah Chohan, Leyland Pitt and Tim Foster

This methodological paper demonstrates how service firms can use digital technologies to quantify and predict customer evaluations of their interactions with the firm using…

Abstract

Purpose

This methodological paper demonstrates how service firms can use digital technologies to quantify and predict customer evaluations of their interactions with the firm using unstructured, qualitative data. To harness the power of unstructured data and enhance the customer-firm relationship, the use of computerized text analysis is proposed.

Design/methodology/approach

Three empirical studies were conducted to exemplify the use of the computerized text analysis tool. A secondary data analysis of online customer reviews (n = 2,878) in a service industry was used. LIWC was used to conduct the text analysis, and thereafter SPSS was used to examine the predictive capability of the model for the evaluation of customer-firm interactions.

Findings

A lexical analysis of online customer reviews was able to predict evaluations of customer-firm interactions across the three empirical studies. The authenticity and emotional tone present in the reviews served as the best predictors of customer evaluations of their service interactions with the firm.

Practical implications

Computerized text analysis is an inexpensive digital tool which, to date, has been sparsely used to analyze customer-firm interactions based on customers' online reviews. From a methodological perspective, the use of this tool to gain insights from unstructured data provides the ability to gain an understanding of customers' real-time evaluations of their service interactions with a firm without collecting primary data.

Originality/value

This research contributes to the growing body of knowledge regarding the use of computerized lexical analysis to assess unstructured, online customer reviews to predict customers' evaluations of a service interaction. The results offer service firms an inexpensive and user-friendly methodology to assess real-time, readily available reviews, complementing traditional customer research. A tool has been used to transform unstructured data into a numerical format, quantifying customer evaluations of service interactions.

Details

Journal of Service Theory and Practice, vol. 33 no. 2
Type: Research Article
ISSN: 2055-6225

Keywords

Open Access
Article
Publication date: 6 April 2020

Jonna Pauliina Koponen and Saara Rytsy

Currently, online chat is in common use in e-commerce. By adding social interaction to the online context, companies hope to increase customers’ purchasing intentions. However…

5427

Abstract

Purpose

Currently, online chat is in common use in e-commerce. By adding social interaction to the online context, companies hope to increase customers’ purchasing intentions. However, previous studies have not investigated how social presence is embedded in online business-to-business (B2B) chat conversations between buyers and sellers. Moreover, the functions of online chat in B2B sales have not been investigated.

Design/methodology/approach

The data was collected at a case company over the course of four years, from which the authors analyzed 157 online chat conversations between buyers (n = 157) and sellers (n = 9) with a theory-driven thematic analysis. In addition, data from the company’s customer relationship management system was collected to specify buyer types.

Findings

The results reveal that social presence was embedded in online B2B chat via buyers’ interactive, affective and relationship maintenance responses. Social presence differed depending on the type of buyer, with only existing customers having relationship maintenance responses. E-commerce B2B chat functions can be described as multiple and changing depending on the buyer–seller relationship stage.

Research limitations/implications

Having data only from one case company limits the results to one type of industry.

Practical implications

The results can be used in sales training and when developing online chat services.

Originality/value

Results bring scientific utility to B2B sales and marketing research, as the authors build a bridge between social presence, the existing theoretical model on B2B buyer–seller relationship development and online chat as a communication medium. Other researchers may use this understanding when exploring B2B buyer–seller interaction in different digitalized communication media.

Details

European Journal of Marketing, vol. 54 no. 6
Type: Research Article
ISSN: 0309-0566

Keywords

Open Access
Book part
Publication date: 4 June 2021

Elina Vaahensalo

The growth of online communities and social media has led to a growing need for methods, concepts, and tools for researching online cultures. Particular attention should be paid…

Abstract

The growth of online communities and social media has led to a growing need for methods, concepts, and tools for researching online cultures. Particular attention should be paid to polarizing online discussion cultures and dynamics that increase inequality in online environments. Social media has enormous potential to create good, but in order to unlock its full potential, we also need to examine the mechanisms keeping these spaces monotonous, homogenous, and even hostile toward some groups. With this need in mind, I have developed the concept and theory of othering online discourse (OOD).

This chapter introduces and defines the concept of OOD and explains the key characteristics and different attributes of OOD in relation to other concepts that deal with disruptive and discriminatory behavior in online spaces. The attributes of OOD are demonstrated drawing on examples gathered from the Finnish Suomi24 (Finland24) forum.

Details

The Emerald International Handbook of Technology-Facilitated Violence and Abuse
Type: Book
ISBN: 978-1-83982-849-2

Keywords

Open Access
Article
Publication date: 24 February 2021

Yasmeen Shamsi Rizvi and Asma Nabi

As online teaching/learning is a new phenomenon with reference to regular degree programs in institutions of higher education in India (the situation having being thrust upon both…

8174

Abstract

Purpose

As online teaching/learning is a new phenomenon with reference to regular degree programs in institutions of higher education in India (the situation having being thrust upon both students and faculty due to COVID-19 pandemic), an exploratory-descriptive study was carried out to find out how public university students in India perceive online teaching/learning (OTL) during the present pandemic, the methods of OTL being used by faculty and the challenges being faced by the students.

Design/methodology/approach

Online interviews with 40 students of three public universities in Delhi/NCR were conducted using open-ended and close-ended questions. The questionnaire was emailed to 82 university students of Commerce and Management specialisation out of which 40 responded. We analysed each participants interview responses using content analysis technique and categorised the themes/factors that emerged under suitable headings using the coding method. The frequencies of the occurrence of the themes/factors were thus determined and documented, and percentages were calculated. The questionnaire also had Likert-scale questions as they are useful to measure latent constructs.

Findings

Inadequate bandwidth and poor network connectivity were found to be major hindrances during OT/L. The other challenges were unsuitable home environment for attending online classes, feeling of isolation and demotivation due to lack of face-to-face interaction and excessive screen-time causing fatigue. Active online methods such as live lectures by faculty and article/case study/discussions facilitated live by faculty were most preferred while the passive method of learning such as online certification courses through education portals such as Swayam/ Coursera/Udemy, etc were least preferred. The level of satisfaction from student–faculty interaction was more than that from student–student interaction.

Research limitations/implications

The study covered three public universities in India and the sample size was small because of limitations created by COVID-19 pandemic situation as campuses were closed and it was not possible to meet students personally to get responses.

Practical implications

Universities should provide data cards or access to university computer labs to those students who are from economically weaker sections of society so that online teaching may be effective. This will also help students who live in very small houses and do not have a quiet corner to study online. Other solution would be to reduce online teaching duration. This issue needs the attention of educational institution leaders as most universities have scheduled classes from morning till evening, as it was during real classroom teaching. Eight hours of online classes every day may not be feasible when Internet access is a critical problem. Teachers should encourage interaction between students so that the feeling of isolation may be reduced and students may be motivated to learn and take more interest in virtual classes.

Social implications

50% of the Indian population does not have access to the Internet, while a large section that does have, cannot afford the cost of high-speed data that is needed for long-duration online classes spanning over months. Those who can afford it, do not have the privacy to engage effectively in classes on video conferencing portals. Both students and teachers suffer due to poor audio and video quality caused by poor infrastructure. COVID-19 has brought to focus, the severe inequality in some societies. Societies need to take serious cognizance of this issue and take appropriate measures.

Originality/value

This study is very unique as the radical change from real classroom to online teaching in Indian public universities is a very unique phenomenon. The disruption was forced due to the ongoing COVID-19 pandemic and students along with their teachers learned the process “on-the-job”. As the issues and challenges faced by students were unexplored, this study aims to contribute knowledge to this existing research gap.

Details

Journal of Research in Innovative Teaching & Learning, vol. 14 no. 1
Type: Research Article
ISSN: 2397-7604

Keywords

Open Access
Article
Publication date: 2 July 2021

Felix Westermann, Linda Doll, Maren Duprés, Sofia Späth and Petra Monika Schweizer-Ries

How can social presence, participation and a sense of community be formed in an online setting without compromising on social connectedness through physical distancing? Under…

1099

Abstract

Purpose

How can social presence, participation and a sense of community be formed in an online setting without compromising on social connectedness through physical distancing? Under consideration of the goals for an Education for Sustainable Development, transformative science and the social techniques of Theory U, developed by Otto Scharmer (2016), an online Community of Inquiry of researchers, practitioners and learners was to be developed, followed and observed to discuss the question whether and how it was possible to create an awareness-based, future-oriented and socially committed online community that would enrich social transformation processes.

Design/methodology/approach

Methods of 1st, 2nd and 3rd person research were applied, as well as group discussions, one Mentimeter survey and one standardised questionnaire with an open question.

Findings

Results indicate that it is not only possible to create a feeling of community in an online setting, but also point to the terms and conditions which act as enablers and influencers, like seeing each other face-to-face, collective check-ins and check-outs as well as small group break-out sessions. Video conferencing and the practicing of rules of conduct and communication, also referred to as netiquette, enable a transcendence of the physical distance to reach a feeling of belonging and social presence in the perception of the participants.

Originality/value

In line with global sustainable development, the study also sets an example for how to reduce personal emissions when planning an international conference. Also, it shows how to create online spaces to connect people worldwide, which will support to take over responsibilities as world citizens.

Open Access
Article
Publication date: 31 August 2023

Rahmat Budiman and Andre Iman Syafrony

This study aimed to acquire a comprehensive understanding of the digital literacy skills possessed by first-year students and how they impact students' participation in online

1433

Abstract

Purpose

This study aimed to acquire a comprehensive understanding of the digital literacy skills possessed by first-year students and how they impact students' participation in online classes.

Design/methodology/approach

This research was conducted using a quantitative method to investigate first-year students' digital literacy and its effect on their interaction in online learning. Nine hundred and two students from 19 online English writing classes were invited to complete an online survey questionnaire. The sampling approach was conducted by a nonrandom method. Prior to the data collection, the instrument was reviewed by researchers and peers with quantitative and Indonesian language backgrounds. The procedure was conducted to ensure that the instrument covered the objective of the research.

Findings

The results showed that students digital literacy in the first semester, in general, is still in the low category. The average score for each competency area still varies. The average score on information and data literacy competence was low. The average score for communication and collaboration competence was in the medium category. The average score for the digital content creation competence area is low.

Practical implications

The authors suggest that educational institutions should consider organizing primary student digital literacy training or optimizing the lecture process to improve students' digital literacy and further research could usefully explore how information and communication technology (ICT) skills affect student performance.

Social implications

The study reveals the importance of digital literacy of students for online teaching learning. In order to achieve quality teaching in online methods, the digital literacy is a must for students. The study highlights the limitations of the study and indicates the necessity for further research in this area. The findings have immense implications for practice in a distance learning university, where online teaching learning has become a new normal post-Covid-19.

Originality/value

The authors present new findings on the digital literacy of first-year students and their effect on their interaction in online learning. The authors also make connections between digital literacy and student engagement in online classes, which is a significant contribution to the field. This paper also provides a comprehensive review of the literature on digital literacy and e-learning, which adds to the scholarship in the field.

Details

Asian Association of Open Universities Journal, vol. 18 no. 2
Type: Research Article
ISSN: 1858-3431

Keywords

Open Access
Article
Publication date: 9 May 2023

Hajer Alaskar

The purpose of the current study was to examine the role of distance learning in enhancing introverted students’ lack of communication and social interaction to improve their…

Abstract

Purpose

The purpose of the current study was to examine the role of distance learning in enhancing introverted students’ lack of communication and social interaction to improve their performance in translation class. Cain (2013) and Kuzeljevich (2017) agreed that identifying “introverted” and “extroverted” students is important for meeting their learning needs. While extroverted students have strong social skills that allow them to interact comfortably in different learning environments, introverted students tend to be more shy, quiet, and silent, thus, requiring more careful planning in classroom settings. Therefore, educators need to support introverted students in reaching their full academic and social potential.

Design/methodology/approach

The present case study adopted a qualitative research method to explore the role of online/distance learning during the COVID-19 pandemic in enhancing introverted students’ performance and communication abilities in translation classes. The researcher of the current study spent a considerable time observing and set herself as part of the group (i.e. translation students of level 6 class) to understand the phenomenon, events and the new situation of having translation students interact in online settings. Data collection was based on this observation, interviews with the participants and archival documents. To enhance the validity and credibility of this research, the researcher employed the method of triangulation.

Findings

The results (see Appendixes A, B and C) revealed the level of students interactions in translation classes and their attitudes toward online learning. Based on the observations made by the instructor, the researcher found that the involvement of the introverted students during online translation learning was remarkable, as they provided their translation outputs in the chat window of Microsoft Teams with no hesitation. Consequently, 65% of the students were providing their translation output through the chat window, which indicates that they are more introverted and preferred not to speak. Comparing this result to face-to-face translation class, the researcher found that 25% of the students provided their translation outputs through oral participation.

Originality/value

This study contributes to the field of translation and education. Previous studies have not sufficiently examined the role of distance learning in enhancing the performance and communication of introverted students in translation classes. The current study is also expected to provide insight into the field of technical translation in remote teaching and learning settings.

Details

Saudi Journal of Language Studies, vol. 3 no. 3
Type: Research Article
ISSN: 2634-243X

Keywords

Open Access
Article
Publication date: 26 May 2021

Anil K. Dimri

This research study aimed to collect feedback from the learners on the usefulness and effectiveness of the online counselling sessions organised during COVID-19 lockdown through…

3330

Abstract

Purpose

This research study aimed to collect feedback from the learners on the usefulness and effectiveness of the online counselling sessions organised during COVID-19 lockdown through online platforms to provide academic support to the learners.

Design/methodology/approach

The link of a questionnaire designed in a Google Form sent to IGNOU learners of the January 2020 session enrolled under the jurisdiction of IGNOU Regional Centre (RC) Chandigarh through email as well as SMSs. Total responses received were 487, out of which 445 responses were complete, roughly 8% of the total registered learners during the January 2020 session. The questionnaire contained questions on a cross-section of online counselling issues, besides questions on the learners' profile.

Findings

Majority of the learners were satisfied with the input provided while organising online counselling sessions during COVID-19 lockdown in India. A significant proportion of learners (88%) used smartphones for attending counselling sessions. Facebook page of the RC rated as a relatively better option than other online platforms. However, more than 50% of learners faced Internet connection problems and found them a significant hurdle for smooth viewing of online counselling sessions. The proportion of learners who encountered difficulties in handling electronic devices was insignificant. The learner's feedback on many attributes such as usefulness and effectiveness of the online counselling sessions, interaction with the academic counsellors, e-content used in the counselling was significantly positive. A significant proportion of the learners have reported that face to face counselling could be replaced with online sessions in future, considering its flexibility in terms of place and schedule of learning and availability of recording of such sessions.

Research limitations/implications

The research study was conducted under Chandigarh region of IGNOU which has a predominantly urban population. Thus the results of the study are limited to Chandigarh region and the region with similar socio-economic settings. This certainly limits the scope of the study.

Practical implications

The study certainly provides valuable feedback to the ODL policymakers to consider replacing face-to-face counselling with an online mode in a phased manner. Online counselling options will be highly cost-effective, easily manageable, and provide flexibility for learners and resource persons, resulting in addressing learners' non-attendance related issues in the face-to-face counselling sessions.

Social implications

In the analysis of our finding it is clearly stated that the Internet connectivity and availability of electronic devices is an important issue to provide online counselling support to socially and economically disadvantaged groups. Therefore, the research study also identifies such social issues as a major challenge for providing online counselling support to the learners.

Originality/value

This is an original empirical research study and data collected is used in the analysis for the first time. This analysis is based on the feedback gathered from the learners registered at IGNOU RC Chandigarh during the January 2020 session. The data and derived results not used in any other study.

Details

Asian Association of Open Universities Journal, vol. 16 no. 2
Type: Research Article
ISSN: 1858-3431

Keywords

Open Access
Article
Publication date: 4 August 2022

Julia Kasch, Margien Bootsma, Veronique Schutjens, Frans van Dam, Arjan Kirkels, Frans Prins and Karin Rebel

In this opinion article, the authors share their experiences with and perspectives on course design requirements and barriers when applying challenge-based learning (CBL) in an…

Abstract

In this opinion article, the authors share their experiences with and perspectives on course design requirements and barriers when applying challenge-based learning (CBL) in an online sustainability education setting. CBL is an established learning approach for (higher) sustainability education. It enables teachers to engage students with open, real-life grand challenges through inter-/transdisciplinary student team collaboration. However, empirical research is scarce and mainly based on face-to-face CBL case studies. Thus far, the opportunities to apply CBL in online educational settings are also underinvestigated.

Using the TPACK framework, the authors address technological, pedagogical and content knowledge related to CBL and online sustainability education. The integration of the different components is discussed, providing teachers and course designers insight into design requirements and barriers.

This paper supports the promising future of online CBL for sustainability education, especially in the context of inter-/national inter-university collaboration, yet emphasizes the need for deliberate use of online collaboration and teaching tools.

Open Access
Article
Publication date: 10 June 2022

Josefina Jonsson and Johan Gaddefors

This study aims to discuss how an online community interacts with a local community during the entrepreneurial process. By having a contextualized view of entrepreneurship, this…

Abstract

Purpose

This study aims to discuss how an online community interacts with a local community during the entrepreneurial process. By having a contextualized view of entrepreneurship, this study acknowledges the social and spatial dynamics of the process.

Design/methodology/approach

The inductive approach used in this study is empirically anchored in the case “the library revolt”. This paper analysed interviews conducted in a selected region in Sweden and followed a netnographic method to capture the social interactions online. By using qualitative modes of inquiry, this study attempts to illuminate the social aspects of the entrepreneurial process.

Findings

This study shows how social media works as a contextual element in entrepreneurship. By presenting interactions between an online community and a rural community, it is shown how entrepreneurial processes in rural areas can be shaped not only through local community relations but also by online interaction. It illustrates how an online context, where actors are located with their own unique set of resources, contributes to rural development. By being a part of an ongoing process of structuration, we can view the actors are gaining access to the resources online, which contributes to the change happening in a local community.

Originality/value

This study adds to the conversation of the role of context in entrepreneurship studies. Rural entrepreneurship largely discusses the local social bonds and actions, while this study includes the online social bonds as a part of the reality in which entrepreneurship is developed.

Details

Journal of Enterprising Communities: People and Places in the Global Economy, vol. 17 no. 4
Type: Research Article
ISSN: 1750-6204

Keywords

1 – 10 of over 4000