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Article
Publication date: 2 February 2015

Michel M Haigh and Shelley Wigley

– The purpose of this paper is to (n=472) examine how negative, user-generated content on Facebook impacts stakeholders’ perceptions of the organization.

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2520

Abstract

Purpose

The purpose of this paper is to (n=472) examine how negative, user-generated content on Facebook impacts stakeholders’ perceptions of the organization.

Design/methodology/approach

At Phase 1, stakeholders’ perceptions about the organization – public relationship, corporate social responsibility, attitude toward the organization, and reputation of the organization were assessed. A week later, at Phase 2, participants were exposed to negative Facebook comments. This study employed the theory of inoculation as a way to bolster stakeholders’ attitudes to protect against attitude shift following exposure to negative, user-generated comments.

Findings

Paired sample t-tests indicate stakeholders’ perceptions of the organization – public relationship and corporate social responsibility significantly decrease after stakeholders read negative, user-generated content. The pattern of means supports the idea inoculation can prevent against attitude shift.

Practical implications

Strategic communication professionals should be aware of the impact negative posts can have and develop a strategy to respond to negative comments on Facebook.

Originality/value

There is limited experimental research examining the impact of negative Facebook posts on stakeholders. It extends current literature and provides practitioners with some guidance on the impact of negative, user-generated content.

Details

Corporate Communications: An International Journal, vol. 20 no. 1
Type: Research Article
ISSN: 1356-3289

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Article
Publication date: 9 November 2015

Jayan Chirayath Kurian

– The purpose of this paper is to explore the type and implications of user-generated content posted by users of an open access institutional repository (DSpace) on Facebook.

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1043

Abstract

Purpose

The purpose of this paper is to explore the type and implications of user-generated content posted by users of an open access institutional repository (DSpace) on Facebook.

Design/methodology/approach

The identified user-generated content was organised into three categories: personal; professional; and social information. It encompassed all content from the members of the “DSpace” Facebook group, posted during the seven-year period (2007-2014). The posts were read and analysed to identify and categorise user-generated content posted by users to determine how Facebook is used by open access repository users.

Findings

The results of analysis demonstrate the importance of social information posted by users over personal and professional information. Major types of user-generated content posted by users in the social information category were request, greetings, status-update, and announcement. Further, there has been a threefold increase in the number of user postings in the last two years (2013-2014), when posts were analysed over a seven-year period.

Research limitations/implications

This study contributes to the theory on the implications eventuating from user-generated content posted by users of an open access institutional repository. An analysis of user-generated content identified in this study implies that users of DSpace open access repository are primarily using Facebook for information seeking, relationship building, and knowledge dissemination.

Practical implications

By analysing the findings, administrators and policy makers of open access repositories could identify the extent of user support in the form of technical assistance, improved sustainability of supported projects, user community development, marketing and communications required to sustain open access scholarly communication.

Originality/value

Previous studies examined how social networking sites have been used for a different purpose (interaction, collaboration, and discussion), but to date there has been very little research into the use of Facebook, a public social networking site, by open access repository users. Hence, this study addresses this gap in the literature by an interpretive analysis of user-generated content posted by users on the “DSpace” Facebook group.

Details

Online Information Review, vol. 39 no. 7
Type: Research Article
ISSN: 1468-4527

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Article
Publication date: 12 October 2015

Ángel Herrero, Héctor San Martín and José M. Hernández

The purpose of this paper is to advance in research on consumer psychology of hospitality, since it investigates how online search behavior of users (particularly…

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4949

Abstract

Purpose

The purpose of this paper is to advance in research on consumer psychology of hospitality, since it investigates how online search behavior of users (particularly, information search and choice) is influenced by the opinions of other people in a new context characterized by the generalized use of Web 2.0 applications.

Design/methodology/approach

Empirical research was carried out in the hotel sector in Iberian Peninsula, where two Web 2.0 applications are especially relevant for users: the review Web sites and the hotel interactive Web sites. A qualitative method (in-depth interviews with hotel managers) and a quantitative technique (personal surveys to a sample of 830 users) were used to conduct this research.

Findings

The results indicates that the perceived influence on behavior of the user-generated content on these Web 2.0 applications is determined, in both cases, by the value of the information, the credibility of the sources and the degree of similarity between the user and the creators of content.

Practical implications

Firms should have an active presence in the review Web sites and the hotel interactive Web sites, and use these platforms for market research and communication. Firms should engage users to post content, support their credibility and facilitate the evaluation of the content generators’ similarity.

Originality/value

This paper is the first study in the hospitality literature that develops and empirically tests an integrative model explaining the perceived influence on behavior of user-generated content on Web 2.0 applications.

Details

International Journal of Contemporary Hospitality Management, vol. 27 no. 7
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 30 January 2009

Guosong Shao

User‐generated media (UGM) like YouTube, MySpace, and Wikipedia have become tremendously popular over the last few years. The purpose of this paper is to present an…

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32283

Abstract

Purpose

User‐generated media (UGM) like YouTube, MySpace, and Wikipedia have become tremendously popular over the last few years. The purpose of this paper is to present an analytical framework for explaining the appeal of UGM.

Design/methodology/approach

This paper is mainly theoretical due to a relative lack of empirical evidence. After an introduction on the emergence of UGM, this paper investigates in detail how and why people use UGM, and what factors make UGM particularly appealing, through a uses and gratifications perspective. Finally, the key elements of this study are summarized and the future research directions about UGM are discussed.

Findings

This paper argues that individuals take with UGM in different ways for different purposes: they consume contents for fulfilling their information, entertainment, and mood management needs; they participate through interacting with the content as well as with other users for enhancing social connections and virtual communities; and they produce their own contents for self‐expression and self‐actualization. These three usages are separate analytically but interdependent in reality. This paper proposes a model to describe such interdependence. Furthermore, it argues that two usability attributes of UGM, “easy to use” and “let users control,” enable people to perform the aforementioned activities efficiently so that people can derive greater gratification from their UGM use.

Originality/value

UGM are an extremely important topic in new media scholarship, and this study represents the first step toward understanding the appeal of UGM in an integrated way.

Details

Internet Research, vol. 19 no. 1
Type: Research Article
ISSN: 1066-2243

Keywords

Content available
Article
Publication date: 4 March 2019

Viriya Taecharungroj

The purpose of this paper is to use user-generated content (UGC) on social media platforms to infer the possible place brand identities of two famous metropolitan areas in…

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2166

Abstract

Purpose

The purpose of this paper is to use user-generated content (UGC) on social media platforms to infer the possible place brand identities of two famous metropolitan areas in Bangkok, Thailand, namely, Khaosan Road and Yaowarat (Bangkok’s Chinatown), both of which are famous for their street vendors and nightlife. These two places are interesting study sites because of recent identity conflicts among their stakeholders. The method developed in this research can help other places to better understand place brand identities and, as such, effectively plan for and manage those places.

Design/methodology/approach

The author used content analysis to study 782 user-generated images on Flickr and 9,633 user-generated textual reviews of Khaosan Road and Yaowarat from TripAdvisor and Google Maps’ Local Guide. MAXQDA was used to code all the images. User-generated textual reviews were studied using Leximancer. The author also introduced a positivity of concept analysis to identify positive and negative components of place brand identity.

Findings

The author developed a place brand identity framework that includes three pillars, namely, place physics, place practices and place personality. Content analysis of the images generated 105 codes and a count of the frequency of the codes that represent place brand identity. Content analysis of textual reviews created the concepts in the three pillars and identified the positive and negative concepts for both places. The results of both image and text analyses showed that street food vending is one of the most salient components of place brand identity for both Khaosan Road and Yaowarat.

Practical implications

The author suggested several place branding strategies for the Bangkok Metropolitan Administration such as turning Khaosan Road into a music scene for both visitors and locals, controlling excessive and aggressive commercialism, sponsoring the production of creative and authentic content, initiating a compelling online campaign that focusses on the items sold in Yaowarat, hosting a spotlight event such as a seafood festival and improving hygiene and walkability.

Originality/value

Both the advancement of digital technologies and the complexity of stakeholders create a need for empirical studies on place branding involving the participation of the widest possible range of stakeholders and studies on the influence of social media. This research is the first to use both image and text analyses to study place brand identity from UGC. The use of both analyses allows the two methods to complement one another while mitigating the weaknesses of each.

Details

Journal of Place Management and Development, vol. 12 no. 1
Type: Research Article
ISSN: 1753-8335

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Article
Publication date: 17 December 2018

Bruno Oliveira and Beatriz Casais

User-generated content and online reviews are highly relevant in purchase decision in the hospitality sector, including restaurants, but there is a lack of knowledge about…

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1308

Abstract

Purpose

User-generated content and online reviews are highly relevant in purchase decision in the hospitality sector, including restaurants, but there is a lack of knowledge about the effect of sharing pictures in this context. This study aims to focus on the relevance of user-generated photos in online platforms for restaurants’ selection.

Design/methodology/approach

A research was conducted with a sample of 319 residents of Porto region, who had at least one meal in a restaurant over the 30 days before the answer of the survey and had searched online to select the restaurant.

Findings

The results show that while doing online research about restaurants, it is important for potential consumers to find pictures of food and physical evidences of restaurants generated by other users. Findings also show that consumers find user-generated photos especially at websites of reviews, although the importance of restaurant owned platforms, such as official social media pages and websites.

Practical implications

The research results appeal restaurant managers to understand the importance of user-generated photos in online platforms by promoting photo sharing in their restaurants with appropriate marketing activities for that purpose.

Originality/value

This paper expands the state-of-the-art about the importance of user-generated content, focusing on the importance of photos from restaurants shared by consumers in online platforms.

研究目的

用户生成内容和在线评论, 与酒店行业, 包括饭店业中的购买决策是密不可分的。但是在这个研究领域里, 对于分享照片的影响力还尚未可知。本论文旨在研究在线平台中的用户生成照片对于饭店选择的影响。

研究设计/方法/途径

本论文采用问卷采样形式, 问卷样本为在30天之内通过上网搜索选择饭店并且就餐至少一次的葡萄牙波尔图地区居民, 有效样本数量为319份。

研究结果

人们在上网搜索饭店时, 找到食物图片和其他用户生成的有关饭店评论对于消费者决策有着至关重要的作用。本论文结果还表明, 尽管饭店运营的在线平台比如官方社交媒体网页和网站等很重要, 但是消费者在决策中最考虑的因素是那些评论型网站, 消费者会更倾向于找到用户生成的图片来帮助他们的消费决策。

研究实践意义

本论文结果对于饭店管理者理解在线平台的用户生成图片的重要性有着很大的启示。本论文建议其管理者应该使用适当的营销手段来促使自己饭店的相关照片得到用户的分享。

研究原创性/价值

本论文拓展了用户生成内容的现有认识, 研究了饭店照片被消费者分享到在线平台的重要性。

关键词

线上口碑效应 e-WOM、在线平台 、在线评论 、照片分享 、饭店管理 、社交媒体 、用户生成内容

纸张类型

研究论文

Details

Journal of Hospitality and Tourism Technology, vol. 10 no. 1
Type: Research Article
ISSN: 1757-9880

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Article
Publication date: 8 June 2021

Kemal Cem Soylemez

This study aims to categorize user-generated content (UGC) based on the target audience, namely, brand-oriented content (BOC) and community-oriented content (COC). By…

Abstract

Purpose

This study aims to categorize user-generated content (UGC) based on the target audience, namely, brand-oriented content (BOC) and community-oriented content (COC). By using the equity theory, this study investigated how personal factors (motivations and self-construal) and brand/product factors (brand luxury) drive members to generate brand-oriented or COC.

Design/methodology/approach

Experimental studies were conducted with online brand community (OBC) participants who had been active in an OBC in the past 30 days.

Findings

Both in Studies 1 and 3, participants with an independent self-construal generated more BOC relative to COC, whereas participants with an interdependent self-construal generated more COC relative to BOC. In Study 1, extrinsically motivated participants generated more BOC relative to COC, whereas intrinsically motivated participants generated more COC relative to BOC. However, this finding was not confirmed in Study 3. In Study 2, the participants of luxury brand communities generated more COC relative to BOC, whereas participants of affordable brand communities generated more BOC relative to COC. However, this finding was not confirmed in Study 3.

Practical implications

This research provides marketing practitioners with an opportunity to focus on different motivation types in different contexts. The study also helps marketing departments understand the relationship between brand characteristics and UGC types. Finally, the insights of this study can also be useful in a brand extension context.

Originality/value

This study has constructed a better understanding of content generation in OBCs by categorizing UGC based on their target audience.

Details

Journal of Consumer Marketing, vol. 38 no. 4
Type: Research Article
ISSN: 0736-3761

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Book part
Publication date: 8 July 2010

Shahzad Ansari and Kamal Munir

It has been well established that organizations often need to restructure themselves to meet new technological challenges. We review the organizational impact of a recent…

Abstract

It has been well established that organizations often need to restructure themselves to meet new technological challenges. We review the organizational impact of a recent technological development, sometimes referred to as Web 2.0 that enables users to leverage the Internet and generate “user-generated content” by acting as a supplier, co-producer, or even innovator of products and services. We draw on the social studies of technology, including actor-network theory to develop a conceptual understanding of how this phenomenon is challenging deeply entrenched mental models among managers and management theorists as well as problematizing the way organizational boundaries are conventionally drawn.

Details

Technology and Organization: Essays in Honour of Joan Woodward
Type: Book
ISBN: 978-1-84950-984-8

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Article
Publication date: 12 September 2016

Jean Paul Simon

The paper aims at dealing with the role of users in the creation (or curation) and distribution of digital contents. User generated contents (UGCs) refer to a variety of…

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3240

Abstract

Purpose

The paper aims at dealing with the role of users in the creation (or curation) and distribution of digital contents. User generated contents (UGCs) refer to a variety of media such as Wikis, question-answer databases, digital video, blogging, podcasting, forums, review sites, social networking, social media and mobile phone photograph. It attempts assessing their potential role as co-innovators. The paper follows the progressive creation of a new space for users, tracking its specific forms in each subsector of the media and content industries. Each subsector reveals a disruption in the production and circulation of new content.

Design/methodology/approach

The paper is based on desk research, a review of literature, review of the technical journals, and analysis of annual reports. The paper is part of an on-going research project on media and content industries.

Findings

The paper argued that since 2007 (release of iPhone and Kindle) the landscape went through a dramatic change, scaling up. It illustrates how the entire value chain of content (production/distribution/consumption) has opened up. The amount of UGC produced triggered a qualitative jump, ushering in new modes of interaction between the customers and creators, without necessarily turning the consumer into a full-fledge producer. The UGC model adds another source of production, thereby increasing diversity, ushering in new ways for talent scouting. It reveals various forms of co-creation and the role of a community model while also showing its limits.

Research limitations/implications

This paper concentrates on digital media and does not deal with any other aspect such as knowledge sharing (Wikis). The paper does not cover the reactions of traditional industry players to UGC (some elements are given for newspaper), neither possible policy and regulatory responses The paper relies mostly on reports from news agencies, consultancies or annual reports from companies so as to delineate the main trends.

Practical implications

It shows that the role of customers did change within this context. The new channels offer novel ways to produce, curate and disseminate contents. It offers a range of examples from different industries.

Social implications

The paper documents the participation of consumers in the production of content. it hints at the evolution of labour, alludes to the issue of diversity and of creativity, but does not address other societal issues.

Originality/value

Some reports were devoted to UGC in 2007 (OECD) and 2008 (Idate-IVIR-TNO) but in spite of the major changes that took place over the past decade, the research has been scarce, or has concentrated on a specific segment of the media industry. The paper is trying to offer a comprehensive overview of the various segments. Each sub-segment of the media industry illustrates a specific dimension.

Details

info, vol. 18 no. 6
Type: Research Article
ISSN: 1834-7649

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Article
Publication date: 15 May 2021

Syed Hassan Raza, Ogadimma C. Emenyeonu, Muhammad Yousaf and Moneeba Iftikhar

Citizen journalism practices through social networking sites are increasingly becoming an imperative source of public opinion formation. Given the increase in the volume…

Abstract

Purpose

Citizen journalism practices through social networking sites are increasingly becoming an imperative source of public opinion formation. Given the increase in the volume of information sharing on social media during COVID-19, this study aims to grasp the largely unknown interaction of the individual’s trust in citizen journalism practices and public perception formulation. Drawing on this idea, the study has twofold objectives: first, to examine the influence of user-generated information about economic policies of government during COVID-19 as the antecedent of public perception about government performance and second, to identify the moderating role of trust in citizen journalism practices during COVID-19 through social networking sites.

Design/methodology/approach

The study used a survey method and a sample of 464 adults were collected through an online administrated questionnaire.

Findings

The findings specify that user-generated content that is pro-government economic policies during COVID-19 positively influenced the perception of government performance. On the other hand, user-generated information that criticized government economic policies had a negative influence on public perception.

Originality/value

This study seeks to intensify the understudied phenomenon of how nature and source of the information could interact to influence one’s information processing during a crisis such as pandemic COVID-19. Furthermore, only a little research has been conducted in this area focusing on two mechanisms, namely; citizen journalism and trust in social media user-generated information about prevailing economic insecurities during crisis provided through citizen journalism.

Details

Information Discovery and Delivery, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2398-6247

Keywords

1 – 10 of over 3000