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Article
Publication date: 1 June 2010

Eleni Kosta, Christos Kalloniatis, Lilian Mitrou and Stefanos Gritzalis

The purpose of this paper is to examine how the introduction of new communication channels facilitates interactive information sharing and collaboration between various…

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1520

Abstract

Purpose

The purpose of this paper is to examine how the introduction of new communication channels facilitates interactive information sharing and collaboration between various actors over social networking services and how social networking fits in the existing European legal framework on data protection. The paper also aims to discuss some specific data protection issues, focusing on the role of the relevant actors, using the example of photo tagging.

Design/methodology/approach

Privacy in social networks is one of the main concerns for providers and users. This paper examines the role of the main actors in social networking, i.e. the providers and the users, scrutinised under the light of the European data protection legislation. Specifically, how social networking service providers deal with users' privacy and how users handle their personal information, if this manipulation is complied with the respective legislation and how “tagging”, one of the most familiar services provided by the social networking providers, may cause privacy risks.

Findings

Social networking is one of the most remarkable cultural phenomena that has blossomed in the Web 2.0 era. They enable the connection of users and they facilitate the exchange of information among them. However, the users reveal vast amounts of personal information over social networking services, without realising the privacy and security risks arising from their actions. The European data protection legislation could be used as a means for protecting the users against the unlawful processing of their personal information, although a number of problems arise regarding its applicability.

Originality/value

The paper discusses some privacy concerns involved in social networks and examines how social networking service providers and users deal with personal information with regard to the European data protection legislation.

Details

Transforming Government: People, Process and Policy, vol. 4 no. 2
Type: Research Article
ISSN: 1750-6166

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Article
Publication date: 5 August 2019

Muhammad Naeem

Customers are interested in finding service recommendations, reviews and word of mouth using social networking platforms. These service reviews are useful for enhancing…

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1750

Abstract

Purpose

Customers are interested in finding service recommendations, reviews and word of mouth using social networking platforms. These service reviews are useful for enhancing service quality, level of information and engagement, and purchase intention of customers. The purpose of this paper is to uncover which social networking platform is more useful for the exchange of service reviews and how organizations are improving purchase intention as well as service quality in the light of customer’s reviews/experiences.

Design/methodology/approach

The study is exploratory in nature because it aims to understand the use of social networking platforms for enhancing service quality and the purchase intention of customers using a purposive sampling technique. To meet the objective of this study, non-directive and semi-structured interviews have been conducted with customers and marketing teams in the banking sector and internet service providers.

Findings

The results show that social networking websites are helpful in fostering responsiveness, awareness, assurance, reliability and empathy. However, respondents revealed serious concerns regarding the privacy of personal and financial information especially in the context of the banking sector. It has been found that official Facebook pages of service-providing organizations, open and closed local community Facebook groups, sponsored ads and promotional advertisements on Facebook, WhatsApp groups and YouTube video comments are more frequently used to exchange service reviews (i.e. influence the process of purchase decision) among friends, friends of friends, family members and the general public. The selected customers and market team respondents revealed that local community Facebook groups (i.e. open groups and closed groups) have gained prime importance for enhancing service quality and purchase decisions.

Practical implications

The effective and well-organized use of social networking platforms can foster service reviews, word of mouth, level of service awareness, interactive communication, intention to purchase, social influence, social trust and services quality. Furthermore, online social networking platforms require a lower level of advertisement costs and offer huge amounts of information, discussions, enquires, service stories, word of mouth, transactions and interactions of consumers.

Originality/value

The present study is exploratory in nature because it selects an under-researched issue regarding the use of social networking applications to enhance levels of purchase intention and service quality. There is limited literature which has combined the multiple constructs in a single study (i.e. social media platforms, cross-platform platforms, service quality and purchase intention of consumers). Most of the previous studies are dependent on various dimensions of service quality (i.e. “reliability, responsiveness, assurance, empath and tangibles”). However, the present study extracted that respondents have given more preferences of services awareness and privacy compared to traditional elements of service quality.

Details

Journal of Management Development, vol. 38 no. 7
Type: Research Article
ISSN: 0262-1711

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Article
Publication date: 17 November 2010

Wendy Bryant, Geraldine Vacher, Peter Beresford and Elizabeth McKay

The modernisation of mental health day services has been shaped by concerns about the social exclusion of people with enduring mental health problems. Initiatives have…

Abstract

The modernisation of mental health day services has been shaped by concerns about the social exclusion of people with enduring mental health problems. Initiatives have emphasised the use of mainstream facilities and an individualised approach. In contrast, service users have sought to safeguard opportunities for peer support in safe places. This participatory action research brought together service users, staff and others involved, to explore how these different views could be transformed into modernised services. The research took place in an outer London borough from 2003‐2007, using varied methods to explore social networking, including a visual method, action research groups and individual interviews. The research was designed and adapted to enable the involvement of people with different capacities and interests. Each stage generated findings for local modernisation, pointing to the importance of a safe space, service user knowledge of social and recreational activities and how self‐help groups develop and thrive. The final reconfiguration of local services reflected these research outcomes. Credible and useful outcomes can be achieved from collaborative research, allowing time and creating opportunities to shape interpretations of policy. Emerging initiatives are more likely to reflect service user perspectives and receive their support.

Details

Mental Health Review Journal, vol. 15 no. 3
Type: Research Article
ISSN: 1361-9322

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Article
Publication date: 17 May 2019

Muhammad Naeem

Customers are increasingly focused to find reviews, discussions and feedbacks on social media related to particular services in which they are interested. This paper aims…

Abstract

Purpose

Customers are increasingly focused to find reviews, discussions and feedbacks on social media related to particular services in which they are interested. This paper aims to find which social networking platforms are more frequently used to provide reviews related to services, and based on these reviews, how service providing organizations can enhance the level of service quality and purchase intention of customers.

Design/methodology/approach

The research approach for this study is based on interpretivism assumptions and qualitative research design. The semi-structured and non-directive interviews were conducted to collect data from customers and marketing team of internet service provider and banking organization. These selected organizations have major shares in markets and a large number of customers. The participants were selected based on purposive sampling technique and their contribution in services-related discussion on social networking platforms.

Findings

Findings of this research highlighted that social networking platforms such as official Facebook page of selected service providing organizations, closed public discussion groups on Facebook, WhatsApp groups of family and friends and YouTube videos comment section are more frequently used to create service reviews and purchase intention of customers. Above all, results also reveal that customers are more frequently used Facebook discussion groups (public or private) for generating services reviews for selected bank and internet service provider.

Research limitations/implications

The effective and efficient use of these social networking platforms can enhance interactive communication, services reviews, feedbacks, intention to purchase, social influence, social trust and services quality. Furthermore, social media platforms required lower level of advertisement cost and offered huge amount of enquires, discussions, transactions, word of mouth, services stories and interactions of consumers.

Originality/value

There is rare research available on how and which social networking applications can enhance the level of service quality of services sector organizations especially in the context of Islamic countries. Most of the available literature has been investigated the link of social media and traditional marketing related constructs. This research is exploratory in nature because it investigates under-researched issue regarding the use of social networking applications to enhance the level of service quality and purchase intention of customers.

Details

Journal of Islamic Marketing, vol. 10 no. 3
Type: Research Article
ISSN: 1759-0833

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Article
Publication date: 25 November 2013

Alberto Rosi, Marco Mamei and Franco Zambonelli

The key purpose of this paper is to overview the many issues related to the integration of social sensing and pervasive sensing in the support of adaptive context-aware…

Abstract

Purpose

The key purpose of this paper is to overview the many issues related to the integration of social sensing and pervasive sensing in the support of adaptive context-aware services.

Design/methodology/approach

From the analysis of existing proposals and prototypes, the authors found out that the process of integrating social and pervasive sensing can follow a limited number of approaches, which enables the authors to properly frame the proposals existing in the literature (and/or available as prototype infrastructures) according to a simple taxonomy, which is very useful to make the survey much more effective than a simple list of systems and proposals.

Findings

The taxonomy shows that, when integrating social sensing with pervasive sensing, it is possible, at one extreme, to exploit social network as a mere source of information and have such information flow towards the infrastructure supporting the execution of pervasive computing services. At the other extreme, it is possible exploiting a social network as an infrastructure for the integration, by having data from pervasive devices flow towards social networks. In between the extremes, different means can consider to have social networks and pervasive infrastructures converge towards each other to enable the integration of social and pervasive sensing.

Originality/value

Besides introducing the main concepts related to social sensing and framing the key approaches that can be undertaken to pursue the integration with traditional pervasive sensing, the authors go further discussing open issues and key research challenges behind their seamless integration.

Details

International Journal of Pervasive Computing and Communications, vol. 9 no. 4
Type: Research Article
ISSN: 1742-7371

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Article
Publication date: 12 October 2012

Ramzi El‐Haddadeh, Vishanth Weerakkody and Juanjuan Peng

The purpose of this paper is to explore empirically the adoption of social networking services in corporate communication within the context of China.

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2972

Abstract

Purpose

The purpose of this paper is to explore empirically the adoption of social networking services in corporate communication within the context of China.

Design/methodology/approach

After reviewing the extant literature on technology adoption, the paper proposes a conceptual model for studying the adoption of social networking in corporate communication. Based on this model a quantitative survey is carried out within the Chinese context to examine the key factors influencing consumers’ adoption of social networking services to engage with organisations.

Findings

The conceptual model proposed in this study offers a comprehensive overview of the adoption of social networking services through identifying various factors associated with ease of use, perceived usefulness, trust and loyalty and advertisement. Through adopting an empirical research strategy focusing on China, which has a high level of technology adoption, this study contributes towards providing a good understanding of how new technology‐enabled social media platforms can offer a more dynamic engagement between consumers and organisations.

Research limitations/implications

This research only focuses on exploring empirically the adoption of social networking services in one country and does not investigate how such factors may impact consumers’ adoption and continuity to use in that country or in a wider context.

Practical implications

The conceptual model in this study offers organisations including multinational ones and researchers a comprehensive overview of the adoption of social networking services in corporate communication, particularly in an emerging economy. The key findings of this study show how the ease of use of these platforms and services can facilitate a better engagement and communication between consumers and corporate organisations. In addition, the study indicates embedding social networking services platforms and services within the advertisement strategy for the organisation can contribute towards its success in reaching to a broader consumer range.

Originality/value

The core contribution of this research adds to the growing body of knowledge concerning the adoption of social networking services in emerging economies. In particular, the conceptual model formulated through the synthesis of extant literature offers researchers and practitioners valuable insights on appreciating the key issues that require consideration when organisations utilise social networking services to engage with consumers.

Details

Journal of Enterprise Information Management, vol. 25 no. 6
Type: Research Article
ISSN: 1741-0398

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Article
Publication date: 8 December 2017

Nasrin Dastranj, Sepehr Ghazinoory and Amir Abbas Gholami

This research presents a technology roadmap for social banking in Iran. Technology roadmapping is a tool for decisionmakers to identify, assess and choose between…

Abstract

Purpose

This research presents a technology roadmap for social banking in Iran. Technology roadmapping is a tool for decisionmakers to identify, assess and choose between different strategic options to achieve the best technological objectives and help companies and industries to better understand their market and technological choices. As social banking is in its infancy, it could embody different aspects. Therefore, to be successful in field of social banking, banks should define specific capabilities based on their capacities to create their own model. A social banking roadmap provides a comprehensive plan for banks to design products and services based on their capacities and create required programs for their implementation and improvement.

Design/methodology/approach

This paper outlines the steps for creating a technology roadmap to develop social banking services of one of Iran’s private banks. Different methods were used to implement each step mainly based on expert panels and carrying out polling and survey research among banking and IT experts.

Findings

Technology roadmaps pay special attention to the challenges and the level of capabilities (both technical and social) to develop technologies and services specially for developing countries. The level of capabilities and absorptive capacity will determine the direction of technology development. Hence, banks should design their business plan and roadmap based on their background and capabilities, state of market, their status and goals. Policymakers should help increase cooperation, financial transparency, information and payments security via appropriate legislations.

Research limitations/implications

The number of banks that have entered the social banking field is limited, and as a result, activities that have been carried out in this area in the country are limited too. Therefore, there was limited access to information as well as related studies. This research has tried to extract all the contents of the roadmap. Some sub-topics such as technologies have been dealt with to a lesser depth because of the complexity in identifying and assigning each of technologies to the service features. The technology roadmap experiences in the country are limited, and it was not possible to study the existing roadmaps with regard to their confidentiality. Developing a technology roadmap requires using expert panels and conducting multiple workshops with stakeholders from private sectors, universities and industries. In this research, because of low resources, the panels were confronted with limited continuous attendance as well as the accumulation of different stakeholders.

Practical implications

The research results provided strategies to inform, encourage and finance banks and other businesses to use social networks appropriately and effectively. These strategies can be categorized into the actions banks should take to expand social banking in the country and the actions policymakers should take into account in this regard. They are described as follows. Banks’ strategic actions include: provide training to staff on how employees should interact with customers on social networks encompassing general information and education about services, benefits and how to use social banking services for customers and society; motivate customer participation in social banking networks; convergence and integration of various offline and online channels; focus on core banking to expand competitiveness; pay attention to sustainable and green development in providing social banking services; analysis of the competitive environment in banking and other financial industries; designing a portfolio of social services for customers and allocation of budget and resources for development of social banking services and participation with other institutions and operators in providing financial and non-financial services. Policymakers’ actions include: adopt motivational policies for participation and use of social networks; education and awareness for different stakeholders; review and update the policies and rules of IT and social networks; establish appropriate laws to protect rights of employees and customers; invest in market and university studies on social banking and related services; develop policies for using in-house software and update rules and policies for small- and medium-sized enterprises.

Originality/value

Social banking is in its infancy in Iran and few banks deliver services of social banking in a limited scope. There is no technology roadmap for this purpose in Iran. This research presents a technology roadmap for social banking in Iran (and can be adopted for banks of other developing countries) and gives a comprehensive plan for banks to design products and services based on their capacities and create required programs to implement and improve them. The application of technology roadmapping in the field of social banking is new.

Details

Journal of Science and Technology Policy Management, vol. 9 no. 1
Type: Research Article
ISSN: 2053-4620

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Article
Publication date: 10 July 2017

Lilliemay Cheung, Janet R. McColl-Kennedy and Leonard V. Coote

This paper aims to demonstrate how vulnerable consumer-citizens mobilize social capital following a natural disaster, showing how different forms of social capital…

Abstract

Purpose

This paper aims to demonstrate how vulnerable consumer-citizens mobilize social capital following a natural disaster, showing how different forms of social capital contribute to well-being and resilience.

Design/methodology/approach

An embedded case study design comparing three different social networks is employed.

Findings

Understanding the active role consumer-citizens play in provisioning within social networks provides a deeper understanding of the important mechanisms that explain how different forms of social capital contribute to well-being. The three identified networks demonstrate different structural signatures composed of differing forms of social capital that arise following a natural disaster.

Research limitations/implications

Drawing on social capital theory, this study contributes to advancing transformative service research, providing implications for both theory and practice.

Originality/value

This study is one of the first to empirically compare networks in a natural disaster context, demonstrating the effects of bonding, bridging and linking social capital on well-being and community resilience. This study shows how social network analysis can be used to model network processes and mechanisms. Findings highlight the important role of social provisioning to vulnerable consumer-citizens as an alternate form of consumption.

Details

Journal of Services Marketing, vol. 31 no. 4/5
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 7 November 2016

Devis Bianchini, Valeria De Antonellis and Michele Melchiori

Modern Enterprise Web Application development can exploit third-party software components, both internal and external to the enterprise, that provide access to huge and…

Abstract

Purpose

Modern Enterprise Web Application development can exploit third-party software components, both internal and external to the enterprise, that provide access to huge and valuable data sets, tested by millions of users and often available as Web application programming interfaces (APIs). In this context, the developers have to select the right data services and might rely, to this purpose, on advanced techniques, based on functional and non-functional data service descriptive features. This paper focuses on this selection task where data service selection may be difficult because the developer has no control on services, and source reputation could be only partially known.

Design/methodology/approach

The proposed framework and methodology are apt to provide advanced search and ranking techniques by considering: lightweight data service descriptions, in terms of (semantic) tags and technical aspects; previously developed aggregations of data services, to use in the selection process of a service the past experiences with the services when used in similar applications; social relationships between developers (social network) and their credibility evaluations. This paper also discusses some experimental results regarding the plan to expand other experiments to check how developers feel using the approach.

Findings

In this paper, a data service selection framework that extends and specializes an existing one for Web APIs selection is presented. The revised multi-layered model for data services is discussed and proper metrics relying on it, meant for supporting the selection of data services in a context of Web application design, are introduced. Model and metrics take into account the network of social relationships between developers, to exploit them for estimating the importance that a developer assigns to other developers’ experience.

Originality/value

This research, with respect to the state of the art, focuses attention on developers’ social networks in an enterprise context, integrating the developers’ credibility assessment and implementing the social network-based data service selection on top of a rich framework based on a multi-perspective model for data services.

Details

International Journal of Web Information Systems, vol. 12 no. 4
Type: Research Article
ISSN: 1744-0084

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Book part
Publication date: 13 December 2017

Qiongwei Ye and Baojun Ma

Internet + and Electronic Business in China is a comprehensive resource that provides insight and analysis into E-commerce in China and how it has revolutionized and…

Abstract

Internet + and Electronic Business in China is a comprehensive resource that provides insight and analysis into E-commerce in China and how it has revolutionized and continues to revolutionize business and society. Split into four distinct sections, the book first lays out the theoretical foundations and fundamental concepts of E-Business before moving on to look at internet+ innovation models and their applications in different industries such as agriculture, finance and commerce. The book then provides a comprehensive analysis of E-business platforms and their applications in China before finishing with four comprehensive case studies of major E-business projects, providing readers with successful examples of implementing E-Business entrepreneurship projects.

Internet + and Electronic Business in China is a comprehensive resource that provides insights and analysis into how E-commerce has revolutionized and continues to revolutionize business and society in China.

Details

Internet+ and Electronic Business in China: Innovation and Applications
Type: Book
ISBN: 978-1-78743-115-7

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