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Dimensions of critical factors that impact online retailing (e‐quality) are synthesized from the literature and organized along the four phases of a consumer’s online shopping experience: encountering the online retailer’s home page, selecting a product from the online catalog, completing the order form and accessing customer service and support. Using a random sample of 55 online retailers, the study benchmarks real online transactions against these e‐quality dimensions. Findings suggest several areas that e‐retailers should target for improvement. These areas include increasing the speed of home page loading, providing the ability to translate into multiple languages, enhancing the capabilities of search engines, displaying security policies more conspicuously, offering multiple payment options, and reducing the minimum number of clicks to complete a transaction. The final phase of the online shopping experience, customer service and support, seems to offer the most room for improvement in the areas of instant automated merchant notification of orders and on time delivery.

This research is based on the premise that current metrics for search engine advertising (SEA) are misleading and do not sufficiently allow managers to evaluate traffic and conversions simultaneously. This study aimed to conceptually develop and assess conversion potential (CvP) as a unifying construct for both measuring and evaluating the performance of SEA campaigns.

A data set of nearly seven million records covering almost three years of a multi-million-dollar keyword marketing campaign from a major US retailer was used to validate the construct of CvP.

Results empirically validate how CvP measures both campaign traffic and sales in SEA, using the optimization factor of ad rank, which is one of many possible factors.

Although the data set is large and covers a lengthy period of time, it is limited to one company in the retail sector.

The research instantiates CvP as a metric for overall SEA account performance while demonstrating that it is a practical tool for future campaign planning. The metric simultaneously incorporates a sales ratio and a traffic ratio.

This is the first study to formalize and provide a working definition of CvP in the academic literature. The contribution is a theoretical and practical managerial framework to mutually evaluate, measure and make decisions about SEA efforts.

This paper aims to systematically review how corporations are increasingly using social media to strategically disseminate information to investors, including different research tracks, then identify the gaps to propose future research opportunities.

The authors searched for relevant scholarly work on Scopus and Google Scholar databases published during the period 2000–2020 in English. Both quantitative and qualitative papers were reviewed. Articles were filtered based on their relevance to the study's goal, resulting in the selection of 84 articles. A total of 16 articles were selected for inclusion in the systematic review.

In light of the existing studies’ limitations, this paper derives and summarizes 16 leading future research tracks. Results indicated that corporations could use social media to reduce information asymmetry between managers and investors. Nevertheless, social media for information disclosure purposes is used in a strategic way, whereby only positive news and voluntary information are disseminated.

The implications for investors are that they can make better decisions by engaging in the process of “the wisdom of crowd,” which is facilitated by reciprocal communication. The implications for corporations are that sharing earning information through social networking platforms presents them with an opportunity to effectively manage their investors by reducing negative perceptions and increasing market response.

As far as we know, this is the first paper that uses a systematic literature review over the social media research field.

This paper aims to debate the technology-driven transformation of customer relationship management (CRM) into social CRM, which entails a shift from a transactional and automational solution to a customer experience management philosophy, reflecting high levels of customer empowerment.

A literature review provides a critical analysis of the concept, tenets, aims and implementation approaches of social CRM. Arguments are summarised by developing a process-based framework for implementing social CRM.

By adopting a value co-creation approach that recognises the technology-fostered customer empowerment, the social CRM highlights the need to immigrate from relationship management to relationship stewardship. In this vein, social CRM implementation should support and foster dialogue facilitation and customer engagement in co-creating customer experiences. To achieve these, five approaches for implementing social CRM are proposed: collecting, analysing and interpreting customer insight; monitoring and improving the performance of CRM; developing holistic and seamless personalised customer experiences; gamifying CRM and loyalty programmes; and nurturing community relationship management.

The five approaches to social CRM implementation are identified and validated based on current industry practices, theoretical arguments and anecdotal evidence of professionals’ perceptions about their outcomes. Future research is required to collect hard evidence showing the business and customer impacts of these approaches.

Social CRM immigrates relationship management from a transactional to a customer experience mindset that treats customers as co-creators of value and demands the tourism and hospitality firms to exploit the affordances of information and communication technologies to collect and analyse customer data for better understanding the customer; develop customer touch points that do not only aim to sell but also primarily aim to enhance the customer interactions and experiences; consider and treat the customers and the customer communities as co-creators, brand ambassadors and stewards of relations; and motivate and enable customer participation into value co-creation processes for developing customer experiences and building relationships.

Research in social CRM is emerging, but it mainly focusses on defining its scope and identifying the functionality and adoption of social CRM technology. The paper contributes to the literature by proposing five specific approaches and a process framework for implementing social CRM. Various directions for future research are also provided.

The purpose of this paper is to develop a domain model for online community building and collaboration in e‐government and policy modelling.

The authors followed a structured approach including five distinct steps: define the domain to be investigated; collect domain knowledge from both existing online community building and collaboration platforms and domain experts; analyse the gathered knowledge; develop and evaluate the domain model.

A domain model was developed for community building and collaboration in eGovernment and policy modelling, including the domain definition, the domain lexicon and the conceptual models modelling its basic entities and functions of the domain. In particular, the UML class diagram was used for modelling the domain entities and the UML use cases diagram for modelling the domain functions.

A literature search revealed a lack of domain models for online community building and collaboration, not only in e‐government and policy modelling but also in general. The proposed model provides a better understanding of the domain. It can also be used in the development of relevant platforms, leading to the reduction of software development costs and delivery time, as well as the improvement of software quality and reliability, by minimising domain analysis errors.

Industry and academic marketing researchers have attempted to predict consumer behavior from the volume and sentiment of social media activity. Yet, real-world examples demonstrate that individual and cultural factors may need to be built into current measures. This study aims to examine factors that differentiated sharers from non-sharers in regards to consumer sharing habits about entertainment products.

A survey of students at four large Southeastern Universities (n = 3,079).

Quantifying cultural work done about social media phenomenon, such as “Black Twitter”, many statistically significant differences were found between consumers. For example, women and African Americans shared their opinions far more frequently than other demos. Second, sharing habits greatly varied when considering the social media platform being used. Finally, respondents shared positive opinions about a product more than negative ones and sharing rates increased after a product’s release.

Although much consumer marketing research continues to analyze social media behavior based on volume and valence, this study found that other factors – such as consumer demographics, the social media platform being used and a consumer’s engagement with, and reaction to, a product – need to be added to marketing metrics.

The purpose of the study is to analyze the impact of the Publication Timeline, i.e. Submission to First Decision and Submission to Acceptance on Journal Metrics, i.e. Impact Factor (IF) and 5-year IF.

Data related to the IF and 5-year IF were retrieved from Clarivate Analytics’ Journal Citation Report 2020. The Publication Timeline of each journal was ascertained through their respective websites. To attain the model fit summary, an analysis of variance (ANOVA) test was performed. Regression analysis was also performed on the models using SPSS 21 software to ascertain the nature and degree of impact the Publication Timeline (Submission to First Decision and Submission to Acceptance) has on Journal Metrics (IF and 5-year IF).

Submission to First Decision has a significant inverse relationship with both the IF and 5-year IF, whereas Submission to Acceptance has a significant direct relation with 5-year IF and an inverse but insignificant relationship with IF.

Journals published by Springer Nature and of multidisciplinary nature have been considered for the study. Only those journals were selected that provided the information regarding the Publication Timeline, whereas those which did not provide the same, were excluded. However, new insights can be revealed if the journals published by different publishers and belonging to one particular discipline are studied.

The study helps to ascertain the impact of the Publication Timeline on the Impact Metrics of the journals. It can help the authors select the journals as their publishing venues considering the Publication Timeline. Publishers can also be benefitted from the findings of this study since improvisations and modifications in their Publication Timelines can positively influence the impact metrics of their respective journals.

The study attempts to measure the impact of the Publication Timeline on Journal Metrics using cross-sectional secondary data, by performing regression analysis. Though various studies have examined the influence of the Publication Timeline on the IF using correlation analysis, to the best of the authors’ knowledge, this study is the first of its kind to use regression analysis to check the relation, as well as the degree of impact the Publication Timeline, has on Journal Metrics.

The purpose of this 22-year paper is to synthetize business and management literature in the context of online presence, online visibility and online reputation concepts. In particular, this paper aims to generalize the analysis by investigating the level of interest of the Internet, digital and interactive marketing-focused literature, as well as the more general business and management one towards these topics.

To identify the existence or otherwise of an online presence, visibility and reputation definition, as well as an index for measuring them, a systematic review and a content analysis process were performed on 199 articles categorized over 1997-2018.

The findings highlight the absence of clear and shared online presence, visibility and reputation definitions; the absence of unanimously accepted indexes for measuring them; and the identification of a sequence relationship between the three investigated constructs.

The paper underlines the need for both theoretical and empirical contributions to reduce the complexity characterizing the business and management literature focused on these topics.

The current study brings out interesting directions for future research studies by systematizing all the articles devoted to the online presence, visibility and reputation concepts from a business and management perspective.

This research aims to investigate the moderating influence of both multichannel and multicompany usage on the impact that customer satisfaction has on share of wallet (SOW).

The data used in the analyses were collected as part of both survey and transactional data of 802 households of a large financial services provider. Within class regression models were employed to test the moderating effects of different segments that were identified based on multichannel‐multicompany customer differences.

The findings confirm that using multiple channels has an overall positive moderating impact on the satisfaction‐SOW link and that customer satisfaction matters more when the customer adopts multiple channels; online channel usage in addition to offline usage. Furthermore, this effect is even more pronounced for customers that transact with multiple providers. That is, the group of customers that use both the company's and competitors' offline and online channels reveal a higher satisfaction‐SOW association than the group of customers that only adopted the offline channel with the company and competitor.

This study broadens the understanding of multichannel behavior by comparing single (offline) and multiple channels (offline and online) for customers of multiple companies (two competitors).