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Article

Vivek Sridhar and Sanjay Bhattacharya

The purpose of this study is to find out the significant factor/s relating to an information technology (IT) employee’s household that determines the job effectiveness of…

Abstract

Purpose

The purpose of this study is to find out the significant factor/s relating to an information technology (IT) employee’s household that determines the job effectiveness of an employee.

Design/methodology/approach

The approach involves surveying IT employees from across levels of work-experience, companies and cities on household factors that affect their job effectiveness while they work from home and uses discriminant analysis to find out important factor/s that determines if an employee’s job effectiveness remains constant or is better at the workplace that at home.

Findings

The number of elderly staying in the house, age of the eldest member of the household, observable power cuts at home and number of cars owned by individuals were found to be significant factors affecting an IT employees’ job effectiveness.

Originality/value

The study targets a very niche area of the impact of household factors on an IT employee. The findings of this research enable IT organizations from India with insights and enable them to come up with innovative interventions to manage employees on a personalized basis to improve an employees’ job effectiveness and drive organizational effectiveness on a whole, during and post the COVID-19 pandemic.

Details

International Journal of Innovation Science, vol. 13 no. 1
Type: Research Article
ISSN: 1757-2223

Keywords

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Article

Francis H. Shajin and Paulthurai Rajesh

This study aims to evaluate the direct trust value for each node and calculate the trust value of all nodes satisfying the condition and update the trust value and value…

Abstract

Purpose

This study aims to evaluate the direct trust value for each node and calculate the trust value of all nodes satisfying the condition and update the trust value and value each trust update interval for a secure and efficient communication between sender and destination node. Hence, a Trusted Secure Geographic Routing Protocol (TSGRP) has been proposed for detecting attackers (presence of the hacker), considering the trust value for a node produced by combining the location trusted information and the direct trusted information.

Design/methodology/approach

Amelioration in the research studies related to mobile ad hoc networks (MANETs) and wireless sensor networks has shown greater concern in the presence of malicious nodes, due to which the delivery percentage in any given network can degrade to a larger extent, and hence make the network less reliable and more vulnerable to security.

Findings

TSGRP has outperformed the conventional protocols for detecting attacks in MANET. TSGRP is establishing a trust-based secure communication between the sender and destination node. The evaluated direct trust value is used after the transmission of route-request and route-reply packets, to evaluate the direct trust value of each node and a secure path is established between the sender and the destination node. The effectiveness of the proposed TSGRP is evaluated through NS-2 simulation.

Originality/value

The simulation results show the delay of the proposed method is 92% less than PRISM approach and the overhead of the proposed TSGRP approach is 61% less than PRISM approach.

Details

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

Keywords

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Article

Beñat Urrutikoetxea Arrieta, Ana Isabel Polo Peña and Cinta Martínez Medina

The purpose of this paper is to analyze the moderating effects of the social influence of the blogger and the extent to which the reader has experience of that blogger, on…

Abstract

Purpose

The purpose of this paper is to analyze the moderating effects of the social influence of the blogger and the extent to which the reader has experience of that blogger, on loyalty toward the blogger, via two variables: blogger interactive practices (BIPs) and blogger credibility.

Design/methodology/approach

A quantitative empirical study was undertaken to estimate the research model. Structural equations were employed.

Findings

The results show that blogger social influence moderates the relationships between BIPs and intention to recommend the blogger and blogger credibility; and between credibility and intention (to recommend the blogger and to follow their suggestions). Meanwhile, the extent of the reader’s experience of the blogger moderates the relationships between BIPs and intention.

Practical implications

The present work offers criteria that may be of value to bloggers and firms in assessing the extent to which the blogger’s activities are effective in terms of achieving reader loyalty. The proposed variables are measured objectively online, using the Klout Index of social influence and the extent of the reader’s experience of the blogger (inferred from the number of bloggers followed by the reader).

Originality/value

Blogs are considered a mechanism to manage information overload in social media, and they are recognized for their influence on the reader’s decision-making process. The study contributes to the knowledge-base by proposing two moderating variables of loyalty-formation: blogger social influence and the extent of the reader’s experience of the blogger.

Details

Online Information Review, vol. 43 no. 3
Type: Research Article
ISSN: 1468-4527

Keywords

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Article

Maria Sarmento and Cláudia Simões

The purpose of this paper is to provide insights into the association between physical and virtual trade fairs under the conceptual lens of engagement platforms. The…

Abstract

Purpose

The purpose of this paper is to provide insights into the association between physical and virtual trade fairs under the conceptual lens of engagement platforms. The authors build on the idea of business trade fairs (i.e. physical and/or virtual customer touch points) as learning and engagement platforms in service ecosystems.

Design/methodology/approach

The empirical study combines qualitative interviews (n = 16) with trade fair organizers, exhibitors and visitors and a survey (n = 263) comprising open-ended questions administrated to visitors of an international trade fair.

Findings

Findings highlighted the general role that trade fairs have in facilitating companies’ interactions with existing and potential customers. The trade fair develops in physical and virtual platforms, where companies advance business relationships and generate learning experiences and customer engagement. Participants look for solutions to problems and frequently innovation is a consequence of the engagement and learning processes. Yet, while the physical trade fair is instrumental for human personal interaction, namely, to establish informal networks of contacts and face-to-face interactions, virtual trade fairs are highlighted as a catalyst to foster interactivity and connectivity before and after the physical trade fair.

Research limitations/implications

The study endures limitations that may be addressed by future research. For example, studies in similar contexts and in other settings (e.g. different industries) are warranted.

Practical implications

The study offers wide-ranging implications for the principal agents from the trade fair industry: trade fair organizers, exhibitors and visitors.

Originality/value

This research constitutes a preliminary attempt to understand the association between physical and virtual trade fairs and contributes to the discourses on customer engagement and the underlying notion of service ecosystems in the trade fair environment. In particular, the study looks at the role and connections that each platform plays for organizers and participants providing important insights into improving physical and virtual trade fair participation strategies.

Details

European Journal of Marketing, vol. 53 no. 9
Type: Research Article
ISSN: 0309-0566

Keywords

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Article

Julia A. Fehrer, Herbert Woratschek, Claas Christian Germelmann and Roderick J. Brodie

The purpose of this paper is to extend existing engagement research in two directions: first, it operationalizes the dynamic nature of the engagement process within a…

Abstract

Purpose

The purpose of this paper is to extend existing engagement research in two directions: first, it operationalizes the dynamic nature of the engagement process within a customer-brand dyad and, second, it tests the interrelationships with other network actors in a triadic network setting.

Design/methodology/approach

A 2×2 experimental design models the iterative nature of the engagement process based on repeated measures at three points in time, considering the contextual effects of connections with other customers and crowding-in effects based on monetary incentives.

Findings

This research demonstrates that in a utilitarian service setting, customer engagement does not emerge per se in the dyadic interaction between the customer and the brand. For high levels of engagement behavior to occur, incentives and ties to other network actors are essential. Further, the findings suggest a non-linear relationship between engagement behavior and its antecedents and consequences: engagement behavior must overcome a certain intensity threshold to unfold its effect.

Research limitations/implications

Further research is needed to explore the dynamic nature of the engagement process in experiential and interactive service settings, and more complex network settings that may involve more actors and more complex relationships.

Practical implications

By facilitating connections between customers and compensating for low intrinsic interest, managers can facilitate actual engagement behavior even in utilitarian service contexts. Once engagement behavior has been triggered, an increased engagement disposition, higher satisfaction, higher involvement and higher loyalty follow.

Originality/value

This study empirically tests the dynamic nature of the engagement process within and beyond the dyad, and has revealed a non-linear pattern of customer engagement behavior within its nomological network.

Details

Journal of Service Management, vol. 29 no. 3
Type: Research Article
ISSN: 1757-5818

Keywords

Content available
Article

Bodo Steiner and Moritz Brandhoff

This paper aims to explore the role of configurations of relationship quality dimensions for explaining sources of behavioral outcomes in the globalized manufacturing industry.

Abstract

Purpose

This paper aims to explore the role of configurations of relationship quality dimensions for explaining sources of behavioral outcomes in the globalized manufacturing industry.

Design/methodology/approach

A joint analysis of behavioral and objective performance data from globalized manufacturing links perceptual customer metrics that relate to dimensions of relationship quality (i.e. attitudinal loyalty, perceived customer orientation, customers’ perceived innovativeness of the supplier and perceived customer influence on supplier innovation) with behavioral outcomes (i.e. share of wallet (SOW) and customer account profitability). Using data from a global business-to-business (B2B) customer survey together with archival performance data from a multinational mechanical engineering firm, a fuzzy set qualitative comparative analysis (fsQCA) is performed.

Findings

The fsQCA results suggest that perceptual customer metrics related to innovation can be relevant aspects of relationship quality, in line with Anderson and Mittal’s (2000) satisfaction-repurchase-profitability chain framework and its adaptation to SOW. However, the underlying complexities in the different combinations of attributes in the recipe are such that they are not equifinal in leading to higher SOW or higher profitability. This paper finds indications for non-linearities between perceptual measures investigated and profitability of customer accounts, with particular relevance for the role of perceived customer orientation, perceived product innovativeness of the supplier and attitudinal loyalty.

Research limitations/implications

The analysis faces a number of limitations, starting with its reliance on cross-sectional survey data, which does not enable us to account for feedback mechanisms, for example, arising from customer perceptions regarding innovation aspects. The lack of a multidimensional conceptionalization of the perceptual customer constructs may have limited the analysis, considering also recent evidence from retail companies in the furniture sector in Spain, suggesting that the multidimensional conceptualization of relationship value explained satisfaction and loyalty levels to a greater extent than the one-dimensional conceptualization (Ruiz-Martínez et al., 2019).

Practical implications

In terms of managerial implication, the results suggest that customers perceive limited value in participating in the focal firm’s innovation value chain funnel, hence customer loyalty cannot be bought using simple incentive strategies. The results with regard to customer account profitability suggest that B2B customers investigated here may distinguish when interacting with their globalized supplier in the innovation funnel: they may see a positive customer value when the innovation is a product, and thus, relation-specific, whereas they may see limited customer value when innovation is considered in more generic terms (customers’ perceived influence on supplier innovation in general).

Originality/value

This paper starts from the premise that perceptual customer metrics can matter for supplier performance, as the customer relationship and customer value management research has shown. However, there is limited empirical evidence from globalized manufacturing sectors incorporating perceptual constructs in behavioral outcomes, and limited evidence assessing customer-perceived value in such sectors through alternate approaches to main-effects focused analyzes. We employ qualitative comparative analysis using fuzzy sets (Russo et al., 2019) to address these gaps, focusing on two key behavioral outcomes, namely, customer account profitability and SOW.

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