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1 – 10 of 73Kevin Celuch, Anna Walz, Carl Saxby and Craig Ehlen
There is strong consensus that the Internet has the potential to positively impact firms, and SMEs in particular; however, not all firms have realized benefits from adoption. The…
Abstract
There is strong consensus that the Internet has the potential to positively impact firms, and SMEs in particular; however, not all firms have realized benefits from adoption. The present study extends research in the area by addressing the need to examine the “chain” of variables explaining Internet adoption. We do this by exploring SME owner/manager Internet-related usefulness and ease-of-use cognitions and intention to use the Internet for supplier information management. We also explore the influence of behavioral norms and two broader strategic perspectives, market and learning orientation, on the Internet-related cognitions. Findings have implications for researchers and practitioners by identifying factors that contribute to effectively leveraging the Internet in an important area for SMEs.
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Paolo Depaoli, Stefano Za and Eusebio Scornavacca
E-business maturity models have been widely used to guide the process of digital transformation of business. However, these models have been criticized for their predominantly…
Abstract
Purpose
E-business maturity models have been widely used to guide the process of digital transformation of business. However, these models have been criticized for their predominantly technocentric approach, which is poorly suited for SMEs. The purpose of this paper is to produce a holistic, nonlinear e-business development model for SMEs that takes into account the interactions of the organization in the pursuit of its business objectives.
Design/methodology/approach
Based on the literature review, this paper proposes a nonlinear digital development model for SMEs that factors in the interactions between digital technologies and organizational processes. The model is applied to three cases using a qualitative research approach.
Findings
The analysis of the cases demonstrates how the model recognizes that SMEs have an agile and flexible operating structure and reduces the role of technology in order to refocus the entrepreneurs on the relationship among business goals, organizational capabilities and communication requirements.
Practical implications
The proposed model helps the business owners to clarify and better understand what kind of interaction levels exist between the relevant actors in the pursuit of the firm's goals and to identify the best mix of digital and nondigital communication methods to support their work. It also assists policymakers to overcome technological bias when assessing the current state of play of e-business development in the SME universe and formulate actions that support the development of digitally oriented SMEs.
Originality/value
This paper proposes a novel, nonlinear, interaction-based development model for SMEs in order to complement previous technocentric models focusing mainly on a mechanist perspective of e-business maturity models.
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Yasin Sahhar, Raymond Loohuis and Jörg Henseler
The purpose of this study is to identify the practices used by service providers to manage the customer service experience (CSE) across multiple phases of the customer journey in…
Abstract
Purpose
The purpose of this study is to identify the practices used by service providers to manage the customer service experience (CSE) across multiple phases of the customer journey in a business-to-business (B2B) setting.
Design/methodology/approach
This study comprises an ethnography that investigates in real time, from a dyadic perspective, and the CSE management practices at two service providers operating in knowledge-intensive service industries over a period of eight months. Analytically, the study concentrates on critical events that occurred in phases of the customer journey that in some way alter CSE, thus making it necessary for service providers to act to keep their customers satisfied.
Findings
The study uncovers four types of service provider practices that vary based on the mode of organization (ad hoc or regular) and the mode of engagement (reactive or proactive) and based on whether they restore or bolster CSE, including the recurrence of these practices in the customer journey. These practices are conveniently presented in a circumplex typology of CSE management across five phases in the customer journey.
Research limitations/implications
This paper advances the research in CSE management throughout the customer journey in the B2B context by showing that CSE management is dynamic, recurrent and multifaceted in the sense that it requires different modes of organization and engagement, notably during interaction with customers, in different phases of the customer journey.
Practical implications
The circumplex typology acts as a tool for service providers, helping them to redesign their CSE management practices in ongoing service and dialogical processes to keep their customers more engaged and satisfied.
Originality/value
This paper is the first to infuse a dyadic stance into the ongoing discussion of CSE management practices in B2B, in which studies to date have deployed only provider or customer perspectives. In proposing a microlevel view, the study identifies service providers' CSE management practices in multiple customer journey phases, especially when the situation becomes critical.
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Crystal Abidin and Megan Lindsay Brown
Although the early conversations of microcelebrity centered on Anglo-centric theories and context despite the varied backgrounds and cultural context of microcelebrity, this…
Abstract
Although the early conversations of microcelebrity centered on Anglo-centric theories and context despite the varied backgrounds and cultural context of microcelebrity, this compilation of chapters seeks to assess and reframe the applications and uptake of microcelebrity around the world. Each of the chapters in this anthology contribute to expand the theoretical concept and contextualize the history and cultural affairs of those who are famous online. The case studies provide examples of how a microcelebrity emerges to fame because of their exposure and interaction within a group of niche users, a specific online community, or a specific cultural and geographical context through the social networks that emerge online. Academic scholarship on microcelebrity has crossed methodologies, disciplines and platforms demonstrating the wide appeal as the influence of these figures are on the rise. As preparation for the reader, this chapter offers a brief history of current scholarship, with an emphasis on shifting knowledge production away from an Anglo and Global North perspective. The introduction chapter serves as a road map for the reader breaking down each of the three sections of the book – norms, labors, and activism. Lastly, the co-editors have outlined different ways to read the text group chapters according to reader interest.
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The purpose of this study is to assess how intergovernmental panel on climate change’s (IPCC’s) sixth assessment report of Working Group I (WGI), a Summary for Policymakers (SPM)…
Abstract
Purpose
The purpose of this study is to assess how intergovernmental panel on climate change’s (IPCC’s) sixth assessment report of Working Group I (WGI), a Summary for Policymakers (SPM), has evaluated the current climate change situation. The author uses the qualitative content analysis (QCA) method (i.e. summative content analysis [SCA]) to identify critical points of the SPM.
Design/methodology/approach
To better understand the WGI report and its SPM, the author uses the thematic analysis, often called the QCA method. This study takes more steps and uses one of the main qualitative content analysis approaches (i.e. SCA). Therefore, QCA (SCA) can help the author count the occurrence of certain words using computer-assisted qualitative data analysis software that quantifies the words in the data. This process helps the author to understand codes and patterns (e.g. the concept in the results section).
Findings
Interestingly, the AR6 says more about adaptation for policy makers in sections C (Climate information for risk assessment) and D (Mitigation of future climate change) than in sections A and D. Finally, this study concludes that the IPCC WGI SPM has addressed evidence on global climate change policymaking for SPMa, SPMd (mitigation-based strategies and mitigation policy [MP]) and SPMb, SPMc (adaptation policy and adaptation-based strategy).
Research limitations/implications
First, this study refers only to the contribution of WGI, a SPM. The findings of this study do not necessarily provide a full understanding of what the AR6 WGI SPM says about climate change. It points out that the QDA Miner software and Voyant tool do not include all variables and examples where mitigation and adaptation-based strategies are discussed. The guidance for coding is based on the approved version of IPCC AR6 WGI SPM. The final limitation is that the relatedness of key words (e.g. confidence, high and warming) is sometimes ambiguous; even experts may disagree on how the words are linked to form a concept. Thus, this method works at the keyword level. A more intelligent method would use more meaningful information than keywords.
Originality/value
This study used qualitative data analysis (SCA) to explore what was said about climate change in four sections of the IPCC AR6 WGI SPM, which may influence current and future global climate change policymaking.
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