bluuebunny/crossref_metadata_2025_split huggingface dataset:
The effectiveness of online customer relations tools
Authors: Fink Lior , Zeevi Aviv , Te'eni Dov 
Published: June 2008

PurposeThe purpose of this paper is to examine the differences in how customers and organizations perceive online customer relations (OCR) tools – the online communication tools at the interface between organizations and customers – and how the different perceptions affect the implementation, use, and effectiveness of these tools.Design/methodology/approachThe research model is tested empirically in three separate studies that explore the organizations' perspective of OCR tools, the customers' perspective of OCR tools, and the actual implementation and use of these tools.FindingsThe findings in this paper vary across the six OCR tools examined. The findings for the “contact form” suggest that the misalignment in the perspectives of organizations and customers can drive less effective online relationships. Conversely, the findings for the “order‐tracking system” illustrate the potential of the alternative situation, when the attitudes of organizations and customers are aligned.Practical implicationsThis paper identifies two potential barriers to effective OCRs: misalignment between the attitudes of organizations and customers, and inconsistency between attitude and behavior on the part of organizations. The findings suggest ways for organizations to improve the effectiveness of their online strategy.Originality/valueThe research model emphasizes the implementation and use of tools that support relationships rather than commercial transactions, and assumes the availability of a portfolio of OCR tools rather than concentrating on an individual tool. This study contributes by developing and testing a research model that includes the distinct perceptions and behaviors of both organizations and customers.
Predicting online channel use for an online and print magazine: a case study
Authors: Srisuwan Paweena , Barnes Stuart J. 
Published: June 2008

PurposeThe purpose of this paper is to develop and empirically test a conceptual model to predict the determinants of online channel use in a multi‐channel environment.Design/methodology/approachA case study of a free, multi‐channel entertainment magazine is used to statistically analyse a proposed model of customers' channel use (n=224) using an online survey of real consumers.FindingsThe findings in the paper confirm a number of determinants of consumer attitudes. Subjective norms and consumer attitudes positively affect behavioural intention to use and intentions directly relate to actual use. The results also indicate that three constructs (i.e. enjoyment, marketing efforts and age), one from each three main determinant groups (i.e. marketing variables, individual difference variables and channel attributes), are likely to be an accurate predictor of consumer attitudes.Practical implicationsThe paper shows that enjoyment was an important factor among the younger, socially aware and somewhat hedonistically‐oriented consumers of the magazine. Firms should track consumer preferences from registration and then should try to create activities that give consumers enjoyment. Linking together of marketing efforts is very important. Advertising can be a great opportunity to grow online operations. Search engines and the use of incentives (prizes) can be useful in this regard. Firms should also advertise their web site through the offline channel or any places that can reach target consumers. A good mix of offline and online advertising can present a message and reinforce it for consumers in different channels.Originality/valueThis paper contributes towards understanding consumer behaviour in the online channel use context in a multi‐channel environment.
Towards an understanding of the behavioral intention to use online news services
Authors: Howard Chen Yen‐Hao , Corkindale David 
Published: June 2008

PurposeResearch into the use/adoption of online news services (ONSs) is still in its infancy, Scholars have indicated that there is no comprehensive theoretical framework for understanding or predicting consumers' online adoption behavior. The purpose of the paper is to propose a theoretical framework as a foundation for better understanding and further analyzing the adoption of ONSs.Design/methodology/approachA literature review was conducted together with a series of in‐depth interviews with selected key industry experts. Three paradigms (i.e. the Diffusion of Innovation Theory, the Technology Acceptance Model, the Uses and Gratifications Theory) were examined and included findings from research into some aspects of online behaviour and these are discussed in relation to the objectives of this paper.FindingsSix factors are identified as potential key drivers in the adoption of ONSs These are based on the findings from the literature review and the in‐depth interviews with the industry experts. The six factors are: Perceived Usefulness (PU), Perceived Core Service Quality (PCSQ), Perceived Supplementary Service Quality (PSSQ), Trust, Networking, Interface and Subjective Norm. A theoretical framework for better understanding and analyzing the adoption of ONSs is built that shows the relationship among these factors and adoption of ONSs.Originality/valueFor researchers, this paper provides a framework to identify and understand the way the potential key factors contribute to the adoption of online news services. For practitioners, this framework lists the features that specifically attract online news users. Understanding users' preferences is of major importance in e‐businesses for making strategic decisions to increase user satisfaction, as well as improving the performance of the business.
Customer satisfaction factors of mobile commerce in Korea
Authors: Choi Jeewon , Seol Hyeonjoo , Lee Sungjoo , Cho Hyunmyung , Park Yongtae 
Published: June 2008

PurposeThe purpose of the paper is to distinguish features of m‐commerce from those of e‐commerce and identify factors to influence customer satisfaction (m‐satisfaction) and loyalty (m‐loyalty) in m‐commerce by empirically‐based case study.Design/methodology/approachFirst, based on previous literature, the paper builds sets of customer satisfaction factors for both e‐commerce and m‐commerce. Second, features of m‐commerce are identified by comparing it with current e‐commerce through decision tree (DT). Third, with the derived factors from DT, significant factors and relationships among the factors, m‐satisfaction and m‐loyalty are examined by m‐satisfaction model employing structural equation model.FindingsThe paper finds that m‐commerce is partially similar in factors like “transaction process” and “customization” which lead customer satisfaction after connecting an m‐commerce site, but it has unique aspects of “content reliability”, “availability”, and “perceived price level of mobile Internet (m‐Internet)” which build customer's intention to the m‐commerce site. Through the m‐satisfaction model, “content reliability”, and “transaction process” are proven to be significantly influential factors to m‐satisfaction and m‐loyalty.Research implications/limitationsThe paper can be a meaningful step to provide empirical analysis and evaluation based on questionnaire survey targeting actual users. The research is based on a case study on digital music transaction, which is indicative, rather than general.Practical implicationsThe paper meets the needs to focus on customer under the fiercer competition in Korean m‐commerce market. It can guide those who want to initiate, move or broaden their business to m‐commerce from e‐commerce.Originality/valueThe paper develops a revised ACSI model to identify individual critical factors and the degree of effect.
The field researcher as author‐writer
Authors: Baxter Jane , Fong Chua Wai 
Published: June 2008

PurposeThe purpose of this paper is to introduce the literary authority of qualitative management accounting field research (QMAFR) and its interconnectedness with the scientific authority of this form of research.Design/methodology/approachThe paper adopts a non‐positivist perspective on the writing/authoring of QMAFR. The paper illustrates its arguments by analysing how the field is written/authored in two well‐known examples of qualitative management accounting research, using Golden‐Biddle and Locke's framework as a way of initiating an understanding of how field research attains its “convincingness”.FindingsThe paper finds that these two examples of QMAFR attain their convincingness by authoring a strong sense of authenticity and plausibility, adopting writing strategies that signal the authority of the researcher and their figuration of the “facts”.Research limitations/implicationsThe paper argues for a more aesthetically informed consideration of the “goodness” of non‐positivist QMAFR, arguing that its scientific and aesthetic forms of authority are ultimately intertwined.Practical implicationsThis paper has practical implications for informing the ways in which QMAFR is read and written, arguing for greater experimentation in terms of its narration.Originality/valueThe value of this paper lies in its recognition of the authorial and aesthetic nature of QMAFR, as well as it potential to encourage debate, reflection and changed practices within the community of scholars interested in this form of research.
Designing and conducting online interviews to investigate interesting consumer phenomena
Authors: Gruber Thorsten , Szmigin Isabelle , Reppel Alexander E. , Voss Roediger 
Published: June 2008

PurposeThe purpose of this paper is to thoroughly explain how qualitative researchers can design and conduct online interviews to investigate interesting consumer phenomena.Design/methodology/approachA semi‐standardized qualitative technique called laddering was applied successfully to an online environment. Laddering allows researchers to reach deeper levels of reality and to reveal the reasons behind the reasons. A web survey that included an opinion leadership scale filled in by 2,472 people served as a springboard for identifying possible participants for the online laddering interviews. In total, 22 online interviews were conducted with opinion leaders in the specific product field of digital music players such as Apple's iPod.FindingsConducting online interviews enabled information to be gathered from an interesting group of respondents that would have been difficult to contact otherwise. The whole online interviewing process was convenient for respondents who did not have to leave their homes and offices for the interviews. In general, respondents enjoyed the online laddering interviewing experience and in particular the relaxed and friendly atmosphere. The most valued attributes of Apple's iPod are “control elements” and “design”, which are linked to values such as hedonism and individuality.Originality/valueThe paper is the first to systematically describe how qualitative researchers can conduct laddering interviews online. By explaining the online interviewing process in detail, the authors dispel criticism that qualitative research reports are often unclear, ambiguous and unstructured. Based on the detailed description of the online laddering process, other researchers can use the technique to get deeper insights into interesting consumer phenomena.
Regulating online advertising: the benefit of qualitative insights
Authors: Harker Debra 
Published: June 2008

PurposeThe purpose of this paper is to examine the regulatory options available to control advertising on the internet.Design/methodology/approachThe analytical framework for this study was derived from Harker and colleagues' work on effective advertising self‐regulation (ASR). The key areas of the legal regulatory framework, the self‐regulatory framework, prevailing community standards, and industry compliance were examined in the context of the internet; the focus being the achievement of acceptable advertising. Dick's convergent interviewing techniques were utilised during a number of depth interviews with key stakeholders and the data were analysed using Strauss' and Strauss and Corbin's guidelines.FindingsThis qualitative approach allowed great insight to be gained in a “messy” area. A number of regulatory options are suggested, ranging along a continuum from full control to no control. Whilst controlling advertising on traditional media is moving towards best practice, the dynamic context of the internet provides new challenges for all stakeholders in terms of consumer protection.Research limitations/implicationsA significant limitation of any research concerned with the internet relates to the currency of information, and this is difficult to account for in this dynamic environment.Originality/valueWhilst there have been many research papers describing approaches to traditional ASR, there is little to guide us when it comes to options for controlling online advertising. This paper has attempted to push the research boundary a little further in this regard and is meant to be a paper that will hopefully stimulate other research colleagues to challenge ideas and the traditional view.
Tasting as a projective technique
Authors: Pettigrew Simone , Charters Stephen 
Published: June 2008

PurposeThe purpose of this paper is to investigate the benefits of tasting as a projective technique (PT) in explicating consumers' thoughts and feelings towards food and beverage products.Design/methodology/approachIn total, ten focus groups were conducted with 35 consumers, 14 wine producers, and 13 mediators. The mediator category included those involved in marketing, wholesaling, retailing, and judging wine. Participants in each focus group were given the same four wines to taste. Initially they were invited to discuss their views on wine quality. The participants were then presented with the wines and asked to discuss their responses to them, particularly their perceptions of the quality of the wines.FindingsThe primary findings related to: the changes in apparent certainty levels amongst professionals and high‐involvement informants; exposure of real and contradictory preferences; role of cognitive, affective, and sensory responses to wine; and interpretation of the language of tasting.Research limitations/implicationsTasting as a PT has the potential to generate additional and insightful data that can increase our appreciation of the complexities involved in consumption experiences. In particular, it can reveal the uncertainty that can affect consumers' product evaluations and explicate the multiple evaluation pathways that can be used by consumers of food and beverage products.Originality/valueThe paper is of value in showing that the ability of PTs to yield both stated and actual preferences provides insight into the salient external factors that impact on consumption decisions and gives an indication of where marketers could most effectively focus their product development and promotional attention.
Research ethics
Authors: Oliver John , Eales Keith 
Published: June 2008

PurposeThe purpose of this paper is to present empirical evidence that focuses on the use of covert participant observation as a method of data collection and consider the ethical nature of this method as a means to create knowledge that leads to direct management action. This ethical debate centres on issues such as informed consent, rights and consequences. This paper develops the consequentialist argument by reflecting on experiences of using covert participant observation and the consequences of using such a method in empirical management research.Design/methodology/approachConducted independently of one another, two empirical case studies highlight the choices made and the justification for using covert participant observation as a means to investigate organisational issues.FindingsThe paper concludes that this research method can be used effectively within an ethical framework and suggests that researchers need to be more aware of the potential consequences on themselves in terms of the personal, emotional and trust issues that centre around deception when using covert participant observation.Research limitations/implicationsResearchers are now asked to consider the consequences on themselves of conducting covert participant observation and, in particular, to assess the potential problems arising in the form of emotional or personal implications when being deceptive.Originality/valueThe ethical debate concerning the rights and consequences of conducting covert participant observation is extended to include a consideration of the consequences for the researcher pertaining to the collection and use of data using this research method. The paper goes beyond the traditional aspects of the debate by extending it to consider the consequences on the researcher of using what is essentially a research method based on deception.
The relationship of strategic performance management to team strategy, company performance and organizational effectiveness
Authors: Sum Chau Vinh 
Published: June 2008

PurposeThe purpose of this editorial is to introduce the special issue on the relationship of strategic performance management to team strategy, company performance and organizational effectiveness.Design/methodology/approachThe paper explains each of the components in this relationship before introducing the problematic issues regarding this relationship and where the gaps are missing in the extant literature; hence the need for the special issue is justified.FindingsThe paper finds that the concluding remarks are offered to suggest that strategic performance management can take place at top management, middle management, or strategic operations levels, and the their impact on team strategy, company performance and organizational effectiveness can be regarded as a special phenomenon, termed “strategic team performance management”.Originality/valueThis editorial provides an overview of this compilation which comprises five original papers that are examples of latest developments in this research area, and each of these articles contains a brief introduction on how they contribute to filling in gaps in the literature.
Enhancing post‐acquisition organisational performance: the role of the top management team
Authors: Vasilaki Athina , O'Regan Nicholas 
Published: June 2008

PurposeThe purpose of this paper is to address the link between the effectiveness of the top management team (TMT) and post‐acquisition organisational performance.Design/methodology/approachThe paper undertakes a literature review, identifies four streams of research regarding TMT effectiveness and explores the role of TMT in the post‐acquisition integration process.FindingsThe paper identified the characteristics of an effective TMT in the post‐acquisition integration context. It pointed to the fact that, if TMTs effectively utilise the resources, effectively manage group processes and demonstrate high levels of group task leadership as well as personal integration to the task, then it will lead to an effective decision‐making process, demonstrate vision and be able to exert influence and commitment to the goal from their subordinates.Practical implicationsThe paper can be used by managers to help them identify the critical factors that contribute to the success of an acquisition.Originality/valueThe paper addresses the literature on TMT effectiveness, applies it to the M&A context and proposes a way of examining this relationship.
Interpersonal conflict and resolution strategies
Authors: Leung Alicia S.M. 
Published: June 2008

PurposeThe purpose of this paper is to explore the effect of interpersonal conflict on team performance.Design/methodology/approachThe paper takes the form of a qualitative study in which a total of 40 executives were interviewed who represented employees working in various Chinese organizations.FindingsThe paper finds causes of conflicts including a demanding boss, inconsistency between word and deed, and in‐group favouritism. The conflict‐resolving strategies were categorized as avoidance and cooperative. No competitive or confrontational strategies were adopted. Avoidance strategies involved deference to authority, giving face and maintaining harmony, whereas cooperative strategies involved building trust.Practical implicationsAvoidance strategies discourage open communication and clarification, which further suppresses hidden conflicts. This leads to forbearance and the suppression of personal goals in pursuit of a superficial harmonious yet conflicting relationship. In contrast, cooperative strategies have much to offer. However, adopting a cooperative strategy can have both a positive and a negative effect on a team's performance. On the positive side, trust is an essential component in cooperation that promotes synergistic relationships. On the negative side, it induces low conflict efficacy among employees, because they feel obliged to identify with the boss's goals and values, and be faithful.Originality/valueOn an individual level, failing to comply with differences and relational contracts can be perceived as a personal deficiency, and these attributions can adversely affect employees' short‐term career prospects and long‐term career development. On an organization level, interpersonal conflict can result in higher rates of turnover and absenteeism, and time can be lost owing to angry emotional reactions that in turn translate into financial losses.
ICT (information communication technology), peripherality and smaller hospitality businesses in Scotland
Authors: Irvine Wilson , Anderson Alistair R. 
Published: June 2008

PurposeThe purpose of this paper is to explore the role of information communication technology (ICT) in small rural hospitality businesses. Although ICT is often presented as a means of reducing the impact of being rural, little is known about the extent or level of use of ICT. This paper addresses these issues.Design/methodology/approachThe paper employs both quantitative and qualitative methods to gather and analyse data. The study had two stages: an initial survey to determine the extent and pervasion of ICT; and a second interview stage to explore the role and applications of ICT.FindingsThe authors find that 84 per cent of the businesses use ICT effectively, mainly to provide information and improve service quality. In addition, some firms had adopted very successful methods of using the internet for sales and marketing but ignored supply functions. The authors were surprised to find that ICT was seen as a way of enhancing personal service and that rather than a barrier, it was seen to promote quality of service. Moreover the respondents did seem to have used ICT effectively to overcome the disadvantages of location and rurality.Research limitations/implicationsThe survey was carried out in a single rural environment and this limits its generalisability. Nonetheless, the study develops some interesting issues about the application of ICT in the rural context.Practical implicationsThe paper identifies the benefits derived from the enthusiasm of some rural business owners. They had recognised the efficacy of computing and can provide lessons in how to apply ICT to overcome distance.Originality/valueThe paper addresses a gap in research and offers some insights into the application of ICT in rural areas.