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Internet Research, vol. 29 no. 2
Type: Research Article
ISSN: 1066-2243

Article
Publication date: 13 March 2017

Rebecca Dolan, Jodie Conduit, John Fahy and Steve Goodman

This study aims to use social media data to identify brand communication strategies on Facebook. The analysis uncovers trends and statistics regarding engagement rates…

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Abstract

Purpose

This study aims to use social media data to identify brand communication strategies on Facebook. The analysis uncovers trends and statistics regarding engagement rates. This research leads to the development of a future research agenda for social media and engagement research.

Design/methodology/approach

The Facebook Insights data of 12 wine brands over a 12-month period informed this study. Descriptive analysis was undertaken to examine the social media communication strategies of these brands. The impact of these strategies on engagement metrics is also examined.

Findings

The findings demonstrate a low rate of engagement among the users of the wine brand Facebook pages. A majority of Facebook fans rarely engage with the brands. The results demonstrate that user engagement varies depending on the day of the week and hour of the day of the brand post.

Practical implications

Wine brands can use these findings as a guideline for effective practice and as a benchmarking tool for assessing their social media performance. The paper provides implications for marketing scholars through the development of a future research agenda related to social media, customer engagement and wine marketing.

Originality/value

This paper fulfils an identified need by offering practical advice to wine producers on the necessity to explore and understand social media strategy and customer engagement characteristics.

Details

International Journal of Wine Business Research, vol. 29 no. 1
Type: Research Article
ISSN: 1751-1062

Keywords

Article
Publication date: 8 April 2019

Rebecca Dolan, Jodie Conduit, Catherine Frethey-Bentham, John Fahy and Steve Goodman

Organizations are investing heavily in social media yet have little understanding of the effects of social media content on user engagement. This study aims to determine…

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Abstract

Purpose

Organizations are investing heavily in social media yet have little understanding of the effects of social media content on user engagement. This study aims to determine the distinct effects of informational, entertaining, remunerative and relational content on the passive and active engagement behavior of social media users.

Design/methodology/approach

Facebook Insights and NCapture are used to extract data from the Facebook pages of 12 wine brands over a 12-month period. A multivariate linear regression analysis investigates the effects of content on consuming, contributing and creating engagement behavior.

Findings

Results reveal distinct effects of rational and emotional appeals on social media engagement behavior. Rational appeals in social media have a superior effect in terms of facilitating active and passive engagement among social media users, whereas emotional appeals facilitate passive rather than highly active engagement behavior, despite the social and interactive nature of the digital media landscape.

Research limitations/implications

Results contribute directly to understanding engagement and customer experience with social media. Further theoretical and empirical examination in this area will aid in understanding the dynamic nature of the levels of engagement within social media.

Practical implications

Findings provide managers and practitioners with guidelines and opportunities for strategic development of social media content to enhance engagement among consumers in a social media forum.

Originality/value

This study is one of the first to empirically examine the construct of social media engagement behavior. It extends the utility of dual processing theory to demonstrate how rational and emotional message appeals result in online engagement.

Details

European Journal of Marketing, vol. 53 no. 10
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 29 November 2021

Janin Karoli Hentzen, Arvid Hoffmann, Rebecca Dolan and Erol Pala

The objective of this study is to provide a systematic review of the literature on artificial intelligence (AI) in customer-facing financial services, providing an…

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Abstract

Purpose

The objective of this study is to provide a systematic review of the literature on artificial intelligence (AI) in customer-facing financial services, providing an overview of explored contexts and research foci, identifying gaps in the literature and setting a comprehensive agenda for future research.

Design/methodology/approach

Combining database (i.e. Scopus, Web of Science, EBSCO, ScienceDirect) and manual journal search, the authors identify 90 articles published in Australian Business Deans Council (ABDC) journals for investigation, using the TCCM (Theory, Context, Characteristics and Methodology) framework.

Findings

The results indicate a split between data-driven and theory-driven research, with most studies either adopting an experimental research design focused on testing the accuracy and performance of AI algorithms to assist with credit scoring or investigating AI consumer adoption behaviors in a banking context. The authors call for more research building overarching theories or extending existing theoretical perspectives, such as actor networks. More empirical research is required, especially focusing on consumers' financial behaviors as well as the role of regulation, ethics and policy concerned with AI in financial service contexts, such as insurance or pensions.

Research limitations/implications

The review focuses on AI in customer-facing financial services. Future work may want to investigate back-office and operations contexts.

Originality/value

The authors are the first to systematically synthesize the literature on the use of AI in customer-facing financial services, offering a valuable agenda for future research.

Details

International Journal of Bank Marketing, vol. 40 no. 6
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 6 August 2020

Bodo Lang, Rebecca Dolan, Joya Kemper and Gavin Northey

This paper defines prosumers in light of the COVID-19 crisis and other contexts. It addresses how prosumers helped overcome challenges caused by COVID-19 and is the first…

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Abstract

Purpose

This paper defines prosumers in light of the COVID-19 crisis and other contexts. It addresses how prosumers helped overcome challenges caused by COVID-19 and is the first paper to develop a taxonomy of prosumers, their differentiating characteristics and the degree to which they are useful in overcoming the challenges of COVID-19.

Design/methodology/approach

We conducted a literature search of the prosumer literature using the Web of Science and Scopus databases.

Findings

This study solves a definitional dilemma of prosumers and develops six prosumer archetypes displaying the nuances of prosumers. The study shows that the six prosumer archetypes vary in their usefulness in addressing challenges caused by COVID-19. The findings demonstrate the micro (individual), meso (organizational) and macro (societal) benefits offered by prosumers in times of crises.

Research limitations/implications

This study has some clear implications for the prosumer literature, the services literature and the crisis literature by clarifying the role of prosumers in times of crisis.

Practical implications

This paper offers several implications at the micro (individual), meso (organizational), and macro (societal) levels that are offered by prosumers in times of crises. The benefits of prosumers afford individuals, service practitioners and other organizations ways to remain resilient and strong in the face of significant crises such as COVID-19.

Originality/value

This paper makes three specific contributions. First, it contributes to the service literature by highlighting the role and value of prosumers in crises, an area currently under-researched. Secondly, it developed six prosumer archetypes displaying the nuances of prosumers, contributing to the prosumer literature by sharpening the focus of this versatile phenomenon and demonstrating the differential value of each type of prosumer in times of crises. Lastly, the study advances the prosumer literature by resolving the definitional dilemma of prosumers and by providing a broad, yet specific definition of prosumers that captures the different perspectives evident in the prosumer literature.

Details

Journal of Service Management, vol. 32 no. 2
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 30 August 2021

Bodo Lang, Joya Kemper, Rebecca Dolan and Gavin Northey

The purpose of this paper is to explore why and how sharing economy users switch from consumer (e.g. Airbnb guest) to provider (e.g. Airbnb host), and how this helps…

Abstract

Purpose

The purpose of this paper is to explore why and how sharing economy users switch from consumer (e.g. Airbnb guest) to provider (e.g. Airbnb host), and how this helps enrich self-determination theory.

Design/methodology/approach

The authors conducted an exploratory study with users who had been consumers (i.e. Airbnb guests) and had switched to being providers (i.e. Airbnb hosts).

Findings

Consumers switch to being providers across four phases: “catalysts”, “enablers”, “drivers” and “glue”. The authors identify various extrinsic and intrinsic motivations unique to the switch and map these against motivators postulated by self-determination theory.

Research limitations/implications

The authors propose a four-phase process through which consumers become providers. The present study enriches self-determination theory by showing how users' psychosocial needs are addressed through a variety of intrinsic and extrinsic factors that are unique to the role switch. The authors further show how the importance of the three key psychosocial self-determination needs varies through the switch process, thus providing a more nuanced understanding of users' drive for self-determination.

Practical implications

This study offers several recommendations to help sharing economy platforms improve their processes and communication to encourage a greater number of consumers to switch roles and become providers. These recommendations address two aspects: (1) encouraging consumers to switch roles and become providers (i.e. acquisition) and following this (2) encouraging providers to continue to perform that role (i.e. retention).

Originality/value

Much research has investigated why users become consumers (e.g. Airbnb guests) or providers (e.g. Airbnb hosts) in the sharing economy. However, research to date has not fully embraced the two-sided nature of the sharing economy. Therefore, this is the first paper to explore why and how consumers switch roles and become providers in the sharing economy, and how this helps enrich self-determination theory.

Details

Journal of Service Theory and Practice, vol. 32 no. 2
Type: Research Article
ISSN: 2055-6225

Keywords

Article
Publication date: 4 June 2020

Felix Septianto, Kaushalya Nallaperuma, Argho Bandyopadhyay and Rebecca Dolan

Drawing upon the evolutionary psychology perspective, the current research aims to investigate the conditions under which power (high vs low) and emotion (pride vs…

Abstract

Purpose

Drawing upon the evolutionary psychology perspective, the current research aims to investigate the conditions under which power (high vs low) and emotion (pride vs gratitude) can influence consumers to purchase products for others via two fundamental motives (the signaling and affiliative motives).

Design/methodology/approach

Three experiments are conducted. Study 1 demonstrates that consumers with high (low) power are more likely to choose a wine promoted with pride (gratitude) appeals. Study 2 shows that consumers in the high- (low-) power condition report a higher willingness to pay for a wine promoted with pride (gratitude) appeals. Study 3 replicates the findings of Study 2 using a different product advertisement (chocolate bars).

Findings

This study provides concrete empirical evidence that powerful consumers experiencing pride will engage in gift giving because of an increased signaling motive. In contrast, powerless consumers experiencing gratitude will engage in gift giving because of an increased affiliative motive.

Research limitations/implications

This study explores the context of gift giving using wine and chocolate bars as the products. It would thus be of interest to examine and extend the effects in motivating other prosocial behaviors such as donating and volunteering.

Practical implications

The findings suggest how different states of power can be temporarily and purposively triggered and matched with the desired emotional appeals within adverting messages to increase persuasion.

Originality/value

This study illustrates a novel mechanism for gift giving from the evolutionary psychology perspective by showing that gift giving can be motivated by two distinct pathways – affiliative and signaling motives. Further, it tests how the interactive effects of power (high vs low) and emotion (pride vs gratitude) can activate such motives.

Details

European Journal of Marketing, vol. 54 no. 7
Type: Research Article
ISSN: 0309-0566

Keywords

Content available
Article
Publication date: 9 March 2022

Jörg Finsterwalder and Carolin Plewa

565

Abstract

Details

Journal of Service Theory and Practice, vol. 32 no. 2
Type: Research Article
ISSN: 2055-6225

Article
Publication date: 13 August 2021

Rebecca Jane Bosworth, Rohan Borschmann, Frederick L. Altice, Stuart Alistair Kinner, Kate Dolan and Michael Farrell

People in prison are at a higher risk of preventable mortality from infectious disease such as human immunodeficiency virus (HIV)/acquired immunodeficiency syndrome…

Abstract

Purpose

People in prison are at a higher risk of preventable mortality from infectious disease such as human immunodeficiency virus (HIV)/acquired immunodeficiency syndrome (AIDS), hepatitis B (HBV), hepatitis C (HCV) and tuberculosis (TB) than those in the community. The extent of infectious disease-related mortality within the prison setting remains unclear. The purpose of this paper was to collate available information on infectious disease-related mortality, including the number of deaths and calculate the person-time death rate.

Design/methodology/approach

The authors searched databases between 1 January 2000 and 18 November 2020 for studies reporting HIV, HBV, HCV, TB and/or HIV/TB-related deaths among people in prison.

Findings

The authors identified 78 publications drawn from seven Joint United Nations Programme on HIV/AIDS’ regions encompassing 33 countries and reporting on 6,568 deaths in prison over a 20-year period. HIV/AIDS (n = 3,305) was associated with the highest number of deaths, followed by TB (n = 2,892), HCV (n = 189), HIV/TB (n = 173) and HBV (n = 9). Due to the limitations of the available published data, it was not possible to meta-analyse or in any other way synthesise the available evidence.

Research limitations/implications

To inform targeted efforts to reduce mortality, there is a need for more, better quality data to understand infectious disease-related mortality in custodial settings. Increased investment in the prevention and management of infectious diseases in custodial settings, and in documenting infectious disease-related deaths in prison, is warranted and will yield public health benefits.

Originality/value

To the authors’ best knowledge, this is the first scoping review focussed on deaths due to these infections among people in prison internationally. The gaps identified form recommendations to improve the future collection and reporting of prison mortality data.

Details

International Journal of Prisoner Health, vol. 18 no. 1
Type: Research Article
ISSN: 1744-9200

Keywords

Article
Publication date: 9 January 2018

Sharon Howden, Jayde Midgley and Rebecca Hargate

The purpose of this paper is to conduct a preliminary evaluation of a Violent Offender Treatment Program (VOTP) adapted for use in a medium secure unit (MSU). The patient…

Abstract

Purpose

The purpose of this paper is to conduct a preliminary evaluation of a Violent Offender Treatment Program (VOTP) adapted for use in a medium secure unit (MSU). The patient population is adult male mentally disordered offenders.

Design/methodology/approach

Patient outcomes are explored using the Reliable Change Index and Clinical Significance Criterion. Outcomes are assessed using VOTP facilitators violence risk assessment (VRS), multi-disciplinary team violence risk assessment (HCR-20 and GAS-V), and patient self-report using two measures (FAVT and STAXI-2).

Findings

There was evidence of improved outcomes for some participants in some areas related to risk of violence.

Research limitations/implications

Consideration is given to using varied risk assessments to evaluate outcomes of an adapted VOTP for a MSU.

Originality/value

There is limited development and evaluation of psychological treatment programmes that aim to reduce risk of violence for male offenders within MSUs. Outcomes of this evaluation could influence treatment delivery and evaluation in other services.

Details

Journal of Forensic Practice, vol. 20 no. 2
Type: Research Article
ISSN: 2050-8794

Keywords

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