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Article
Publication date: 12 July 2021

Raffaele Filieri and Marcello Mariani

Online consumer reviews are increasingly used by third-party e-commerce organizations to shed light on the positive and negative sides of the brands they sell. However…

Abstract

Purpose

Online consumer reviews are increasingly used by third-party e-commerce organizations to shed light on the positive and negative sides of the brands they sell. However, the large number of consumer reviews requires these organizations to shortlist the most helpful ones to cope with information overload. A growing number of scholars have been investigating the determinants of review helpfulness; however, little is known about the influence of cultural factors in consumer's evaluation of review helpfulness.

Design/methodology/approach

This study has adopted Hofstede's cultural values framework to assess the influence of cultural factors on review helpfulness. We used a sample of 570,669 reviews of 851 hotels published by reviewers from 81 countries on Booking.com.

Findings

Findings reveal that reviewers from cultural contexts that score high on power distance, individualism, masculinity, uncertainty avoidance and indulgence are more likely to write helpful reviews.

Originality/value

This is one of the first cross-cultural studies in marketing using a big data approach in examining how users of reviews from different countries evaluate the helpfulness of online reviews.

Details

International Marketing Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0265-1335

Keywords

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Article
Publication date: 24 November 2020

Raffaele Filieri, Fulya Acikgoz, Valentina Ndou and Yogesh Dwivedi

Recent figures show that users are discontinuing their usage of TripAdvisor, the leading user-generated content (UGC) platform in the tourism sector. Hence, it is relevant…

Abstract

Purpose

Recent figures show that users are discontinuing their usage of TripAdvisor, the leading user-generated content (UGC) platform in the tourism sector. Hence, it is relevant to study the factors that influence travelers’ continued use of TripAdvisor.

Design/methodology/approach

The authors have integrated constructs from the technology acceptance model, information systems (IS) continuance model and electronic word of mouth literature. They used PLS-SEM (smartPLS V.3.2.8) to test the hypotheses using data from 297 users of TripAdvisor recruited through Prolific.

Findings

Findings reveal that perceived ease of use, online consumer review (OCR) credibility and OCR usefulness have a positive impact on customer satisfaction, which ultimately leads to continuance intention of UGC platforms. Customer satisfaction mediates the effect of the independent variables on continuance intention.

Practical implications

Managers of UGC platforms (i.e. TripAdvisor) can benefit from the findings of this study. Specifically, they should improve the ease of use of their platforms by facilitating travelers’ information searches. Moreover, they should use signals to make credible and helpful content stand out from the crowd of reviews.

Originality/value

This is the first study that adopts the IS continuance model in the travel and tourism literature to research the factors influencing consumers’ continued use of travel-based UGC platforms. Moreover, the authors have extended this model by including new constructs that are particularly relevant to UGC platforms, such as performance heuristics and OCR credibility.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

Content available
Article
Publication date: 26 July 2021

David D’Acunto, Serena Volo and Raffaele Filieri

This study aims to explore US hotel guests’ privacy concerns with a twofold aim as follows: to investigate the privacy categories, themes and attributes most commonly…

Abstract

Purpose

This study aims to explore US hotel guests’ privacy concerns with a twofold aim as follows: to investigate the privacy categories, themes and attributes most commonly discussed by guests in their reviews and to examine the influence of cultural proximity on privacy concerns.

Design/methodology/approach

This study combined automated text analytics with content analysis. The database consisted of 68,000 hotel reviews written by US guests lodged in different types of hotels in five European cities. Linguistic Inquiry Word Count, Leximancer and SPSS software were used for data analysis. Automated text analytics and a validated privacy dictionary were used to investigate the reviews by exploring the categories, themes and attributes of privacy concerns. Content analysis was used to analyze the narratives and select representative snippets.

Findings

The findings revealed various categories, themes and concepts related to privacy concerns. The two most commonly discussed categories were privacy restriction and outcome state. The main themes discussed in association with privacy were “room,” “hotel,” “breakfast” and several concepts within each of these themes were identified. Furthermore, US guests showed the lowest levels of privacy concerns when staying at American hotel chains as opposed to non-American chains or independent hotels, highlighting the role of cultural proximity in privacy concerns.

Practical implications

Hotel managers can benefit from the results by improving their understanding of hotel and service attributes mostly associated with privacy concerns. Specific suggestions are provided to hoteliers on how to increase guests’ privacy and on how to manage issues related to cultural distance with guests.

Originality/value

This study contributes to the hospitality literature by investigating a neglected issue: on-site hotel guests’ privacy concerns. Using an unobtrusive method of data collection and text analytics, this study offers valuable insights into the categories of privacy, the most recurrent themes in hotel guests’ reviews and the potential relationship between cultural proximity and privacy concerns.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 8
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 7 August 2017

Raffaele Filieri, Wenshin Chen and Bidit Lal Dey

China is the world’s largest consumer market for smartphones. Early adopters are highly influential in consumers’ decisions of new technologies. Therefore, understanding…

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2348

Abstract

Purpose

China is the world’s largest consumer market for smartphones. Early adopters are highly influential in consumers’ decisions of new technologies. Therefore, understanding Chinese early adopters’ decision making in the smartphone market is of crucial importance to smartphone companies. There is a dearth of in-depth studies on the factors affecting consumers’ repurchase intention for smartphones. The purpose of this paper is to narrow this knowledge gap by developing a new conceptual framework explaining early adopters’ repurchase intention of smartphones.

Design/methodology/approach

Using 30 face-to-face interviews with Chinese early adopters of smartphones, the authors built a new theoretical framework to explain the factors that influence their repurchase intention.

Findings

Repurchase intention of smartphones is determined by aesthetic and utilitarian product-related factors (design appeal, perceived usefulness), socio-cultural factors (subjective norms, mianzi/face considerations), and brand-related factors (brand popularity, brand’s country of origin, perceived brand quality, and brand loyalty). The emerging framework also explores the factors affecting enhancing, maintaining, and saving mianzi/face.

Originality/value

In contrast to existing technology-driven models, the study’s emerging framework shows how aesthetic, socio-cultural, and brand-related factors can offer new insights in understanding repurchase intention in a rapidly developing market. As these factors are rarely examined in the information technology and/or marketing literatures, potential knowledge contribution can be highly expected.

Details

Information Technology & People, vol. 30 no. 3
Type: Research Article
ISSN: 0959-3845

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Article
Publication date: 8 July 2014

Raffaele Filieri and Salma Alguezaui

This paper aims to address the gap that, to date, no systematic review has been carried out on the role that structural social capital (SC) plays for knowledge transfer…

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2489

Abstract

Purpose

This paper aims to address the gap that, to date, no systematic review has been carried out on the role that structural social capital (SC) plays for knowledge transfer and innovation at the interpersonal, inter-unit and inter-firm levels. Individuals and organisations are becoming increasingly involved in collaboration networks to share knowledge and generate innovation. SC theory has been adopted in several areas of study to explain how individuals, groups and organisations manage relationships to generate innovation.

Design/methodology/approach

This review covers studies of SC in organisational behaviour, strategy and management over a period of 20 years.

Findings

The literature review shows that knowledge types and knowledge transfer processes are the missing links in the relationship between structural SC and innovation. Moreover, the paper demonstrates that seemingly opposite configurations of SC are complementary to each other (structural holes vs dense networks; strong vs weak ties) and that contextual factors should be considered when discussing the effects of SC on knowledge transfer and innovation. In addition, it is the balance of different configurations of SC which enables an individual or a company to explore, access, assimilate and combine different knowledge types, which will lead to improved innovation outcomes.

Originality/value

This review facilitates understanding of the role of SC for knowledge transfer processes and the mediating role of knowledge transfer processes and knowledge types in the relationship between structural SC and innovation.

Details

Journal of Knowledge Management, vol. 18 no. 4
Type: Research Article
ISSN: 1367-3270

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Article
Publication date: 11 May 2012

Raffaele Filieri and Salma Alguezaui

Complexity, turbulence, and unpredictability have driven the emergence of a new firm's model, namely the extended enterprise (EE). The EE is an emerging business

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1025

Abstract

Purpose

Complexity, turbulence, and unpredictability have driven the emergence of a new firm's model, namely the extended enterprise (EE). The EE is an emerging business framework, addressing the current challenges related to innovation and competition in complex scenarios. The purpose of this paper is to provide a clear and unambiguous description of the EE, and how it differentiates from the network firm. Moreover the paper discusses also how the EE is evolving and what are the key strategies enabling the EE to attain his goals.

Design/methodology/approach

The paper reviews different literature, such as supply‐chain, manufacturing, marketing, innovation, and management with the aim to provide a clear definition of the EE.

Findings

This article identifies the key characteristics of the EE, such as opening the innovation process to external innovators, acquiring and redistributing knowledge with different stakeholders, network coevolution, trust, and technologies. Increasingly, it discusses the importance of fostering tacit and explicit knowledge sharing and of aligning values to achieve the goals of the EE.

Originality/value

There are very few papers discussing the characteristics of the EE and they are all outdated. This is one of the first papers that attempts also to identify the governance mechanisms that managers can adopt to achieve the goals of the EE.

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Article
Publication date: 5 May 2015

Raffaele Filieri

The purpose of this paper is to extend the literature on market-driven and market-driving management and analyzes the Benetton’s market orientation change from a…

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3915

Abstract

Purpose

The purpose of this paper is to extend the literature on market-driven and market-driving management and analyzes the Benetton’s market orientation change from a market-driving to a market-driven orientation. Additionally, this study uses longitudinal data to measure the degree of success of the market-driven orientation.

Design/methodology/approach

The study is based on a qualitative case study method and it discusses how Benetton has moved from a market-driving to a market-driven orientation.

Findings

The paper analyzes the principal transformations the Benetton Group has gone through to implement a market-driven orientation, including the delocalization of the manufacturing and of trusted suppliers; the downstream integration process; the adoption of a flexible, efficient and responsive logistics; the implementation of a modern information systems infrastructure. Revenues data show that the company has benefited of the new orientation, but only in the short-run. Moreover, the early adoption of the market-driven orientation by competing firms (e.g. Zara) and the economic environment seem to play an influence on the performance of market-driven companies.

Research limitations/implications

The single case study approach may limit the generalizability of the findings. However, this case study is unique and of high importance for managers in different industries.

Originality/value

Although some studies have discussed the benefits of market-driven and market-driving orientations, no study has analysed how companies move from a market-driving to a market-driven orientation. Additionally, existing studies have proved market orientation’s influence on business performance using static measures. This study uses longitudinal data to show the effect of market-driven orientation on a company’s long-term competitive advantage.

Details

Marketing Intelligence & Planning, vol. 33 no. 3
Type: Research Article
ISSN: 0263-4503

Keywords

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Article
Publication date: 25 January 2013

Raffaele Filieri

The ever changing needs of customers require companies to speed up the new product development process. Thus, the web and social media enable companies to interact and to…

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8181

Abstract

Purpose

The ever changing needs of customers require companies to speed up the new product development process. Thus, the web and social media enable companies to interact and to share knowledge with customers, and to cocreate new products with them. The purpose of this study is to analyze the innovation outputs companies can achieve by involving customers at the “fuzzy front end” of the new product development (NPD) process.

Design/methodology/approach

A case study method has been adopted because the phenomenon under investigation is new, it is hard to find similar researches, and the study attempts to increase researchers’ understanding of such phenomenon. The case study method has enabled the exploration of the strategies used and the results achieved by an international food company, which has involved ordinary customers at early stages of its NPD process, namely at the idea generation and screening stages.

Findings

The case study shows that customers freely provide valuable, original, new, and feasible ideas that can foster product and service innovation, and may also trigger process innovation. Thus, the case study shows how the company has outsourced to customers the idea generation and screening stages of the NPD. The case illustrates how the food company has used the ideas gathered from customers to develop new products and new services. Increasingly, it shows also how the company has gathered strategic information about consumers’ needs and desires (marketing intelligence). Finally, this research discusses the importance of knowledge codification facilitators and of informal, peer‐to‐peer, and transparent communication as enablers of consumers’ ideas sharing.

Research limitations/implications

The single case study approach may prevent the generalization of results.

Originality/value

In marketing and innovation research, there is a dearth of studies on how companies are involving customers through the web at early stages of their NPD process. In addition, there is a lack of in‐depth discussion about the innovation outputs generated through cocreation activities.

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Article
Publication date: 26 October 2010

Salma Alguezaui and Raffaele Filieri

The purpose of this paper is to analyze the literature on social capital and its contribution to innovation performance.

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4230

Abstract

Purpose

The purpose of this paper is to analyze the literature on social capital and its contribution to innovation performance.

Design/methodology/approach

Through an intensive review of the literature, the paper first analyzes the origin of the concept of social capital. It then explains the contribution of social capital within the organization and management studies. Further, social capital is considered the facilitator of knowledge search and knowledge sharing activities, which are considered of capital importance to innovation outcomes. Further, the paper clarifies the implications of social capital to two types of innovation: radical vs incremental innovation. Finally, the paper analyzes the structural dimension of social capital by focusing on the contribution of two different configurations and their effect on innovation: sparse vs cohesive networks.

Findings

The paper contributes to the literature by uncovering the positive, but also the negative, drawbacks of social capital. Moreover, the paper focuses on the structural dimension of social capital and it discusses the controversial results of two different configurations of social capital (sparse vs cohesive networks) to the innovation performance.

Originality/value

This paper provides a comprehensive literature review on both the positive and negative effects of social capital on innovation performance. The paper links social capital to the new innovation model, emphasizing the importance of social capital to knowledge search and sharing activities, and then to the innovation process. The authors suggest investigating the contribution of social capital according to firms' innovation scopes.

Details

Journal of Knowledge Management, vol. 14 no. 6
Type: Research Article
ISSN: 1367-3270

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Article
Publication date: 5 May 2015

Faizan Ali, Bidit Lal Dey and Raffaele Filieri

The purpose of this paper is to assess foreigners and overseas Pakistanis’ evaluation of the quality of the services provided by Pakistan International Airlines (PIA) and…

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5511

Abstract

Purpose

The purpose of this paper is to assess foreigners and overseas Pakistanis’ evaluation of the quality of the services provided by Pakistan International Airlines (PIA) and its effect on customer satisfaction.

Design/methodology/approach

A convenience sample of 498 respondents was used to test the hypotheses of the study through structural equation modelling.

Findings

The results of this study indicate that all of the hypotheses are supported and customer satisfaction of PIA customers is influenced by all of the five service quality dimensions (AIRQUAL), including airline tangibles, terminal tangibles, personnel, empathy, and image.

Research limitations/implications

This research examines the relationship between service quality dimensions and customer satisfaction. The study focuses on the evaluation of overseas Pakistanis and foreigners regarding the service quality of PIA. The main limitation of this study is that it focuses on PIA: thus, the results cannot be generalised.

Practical implications

The results indicate that managers should focus on different dimensions of airline service quality in order to enhance customer satisfaction.

Originality/value

This study would enable PIA to have a better understanding of the effects of service quality, which will lead to passengers’ satisfaction and encourage the development of long-term relationships with their customers.

Details

International Journal of Quality & Reliability Management, vol. 32 no. 5
Type: Research Article
ISSN: 0265-671X

Keywords

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