Information Technology–Supported value Co-Creation and Co-Destruction via social interaction and resource integration in service systems

The paper develops a conceptual framework to study the constructs of information technology (IT)-supported value co-creation and co-destruction through shared processes of social interaction and resource integration as mediated by IT and embedded in interactive value formation practices. In particular, the elements of social interaction and resource integration are identified, and the role of IT is discussed. We conduct a systematic literature review and analyze the data using the service system perspective. Our research contributes by identifying the constructs of value-creating phenomena enabled by IT from the service system perspective and presenting a research agenda for further studies.     

The effects of social media posts’ characteristics on customer engagement: Evidence from WeChat

Many companies are using social media as emerging marketing channels in hopes of encouraging engagement by customers. This study explored the effect of multiple social media post cues on customer engagement. By distinguishing WeChat posts’ characteristics into outer- and inner-layer features, the findings suggest that outer-layer features (title linguistic vividness and top position) have positive effects on reads, and inner-layer features (post vividness and containing user-generated content) encouraged more likes, shares, and comments. In addition, by assigning post contents into sales and non-sales-related categories, we found the former attracts more comments and the latter is more helpful in promoting likes and shares. Further, within sales-related posts, storytelling category will receive more likes, whereas functional category boosts the number of shares.     

Monotone submodular subset for sentiment analysis of online reviews

Neural Computing and Applications - Along with online social media’s prosperity, the amount of user-generated reviews dramatically increases. The kinds of text-based user-generated content...     

Another look at ‘being there’ experiences in digital media: Exploring connections of telepresence with mental imagery

Substantial multidisciplinary research has established foundational support for the consumer behaviour phenomenon that underlies the experience of telepresence within online social networks and other digital media products that provide hedonistic value. A review of major perspectives in this field provides justification of the important role mental imagery processes play in the phenomenon of telepresence. In line with this, we propose to extend existing approaches to mental imagery to reach the context of user experiences in digital media, and to theoretically connect telepresence with mental imagery. On this basis, and in conjunction with investigations bringing to light processes that intervene in the terrain of mental imagery, we present an integrative conceptual framework concerned with telepresence, and discuss the role of telepresence within a user’s hedonistic usage of digital media products.     

Harnessing the social web to enhance insights into people’s opinions in business,government and public administration

Transparency, participation, and collaboration are the core pillars of open government. For the systematic integration of citizens and other stakeholders into the policy and public value creation process, their opinions, wishes, and complaints first need to be received. In the future, including user-generated content from social media will become a main channel for the enrichment of this information base for public administrative bodies and commercial firms. However, the sheer speed of growth of this constantly updated data pool makes manual work infeasible. The automated gathering, combination, analysis, and visualization of user-generated content from various sources and multiple languages is therefore imperative.In this study, we present a design science research approach to develop a general framework (‘MarketMiner’) to handle large amounts of foreign-language user-generated content. As a first empirical application, we implement the framework in the automotive industry by analyzing Chinese automotive forums for the benefit of English-speaking users. At the same time, the ideas, methods, and insights are transferred to the public sector context, especially in light of the current challenges of a high number of political refugees from Arabic countries entering into the European Union.The results are promising in that MarketMiner can dramatically improve the utilization of multi-language, multi-source social media content. The modular set-up of the artifact allows an easy transfer to additional areas of application.     

The effects of social media based brand communities on brand community markers,value creation practices,brand trust and brand loyalty

Social media based brand communities are communities initiated on the platform of social media. In this article, we explore whether brand communities based on social media (a special type of online brand communities) have positive effects on the main community elements and value creation practices in the communities as well as on brand trust and brand loyalty. A survey based empirical study with 441 respondents was conducted. The results of structural equation modeling show that brand communities established on social media have positive effects on community markers (i.e., shared consciousness, shared rituals and traditions, and obligations to society), which have positive effects on value creation practices (i.e., social networking, community engagement, impressions management, and brand use). Such communities could enhance brand loyalty through brand use and impression management practices. We show that brand trust has a full mediating role in converting value creation practices into brand loyalty. Implications for practice and future research opportunities are discussed.     

Analyzing sentiments in Web 2.0 social media data in Chinese: experiments on business and marketing related Chinese Web forums

Web 2.0 has brought a huge amount of user-generated, social media data that contains rich information about people’s opinions and ideas towards various products, services, and ongoing social and political events. Nowadays, many companies start to look into and try to leverage this new type of data to understand their customers in order to make better business strategies and services. As a nation with rapid economic growth in recently years, China has become visible and started to play an important role in the global business and economy. Also, with the large number of Chinese Internet users, a considerable amount of options about Chinese business and market have been expressed in social media sites. Thus, it will be of interest to explore and understand those user-generated contents in Chinese. In this study, we develop an integrated framework to analyze user sentiments from Chinese social media sites by leveraging sentiment analysis techniques. Based on the framework, we conduct experiments on two popular Chinese Web forums, both related to business and marketing. By utilizing Elastic Net together with a rich body of feature representations, we achieve the highest F-measures of 84.4 and 86.7 % for the two data sets, respectively. We also demonstrate the interpretability of Elastic Net by discussing the top-ranked features with positive or negative sentiments.     

Innovation in the Application of Digital Tools for Managing Uncertainty: The Case of UK Independent Film

This research investigates innovation in how film producers use social digital tools to engage consumers, reduce demand uncertainty and respond to the challenge of digital disruption that affects the traditional film value chain. Through three empirical case studies of film production and exploitation, we examine examples of innovation in product, service, distribution, marketing and process, each having important implications at the organizational level. Our findings show that innovations in one area have important implications for other areas, distribution impacting on concepts of product and service, for example. We also show that internal firm micro‐process dynamics impact directly on external interactions between the firm, consumers en masse and partner firms. Our research thus lies at the nexus of innovation, social media and uncertainty management, and questions the boundaries found in innovation ‘types’ or dominant taxonomies in traditional R&D frames.     

互融DRM：数字版权管理的新进展

传统数字版权管理（Digital Rights Management,DRM）技术所涉及的安全、可信、可控理论与方法,已无法满足新兴的云媒体社交网络下媒体内容安全与版权保护这一实际应用需要.深入分析了云媒体社交网络及其层次化体系结构,综述了DRM系统跨平台使用、内容共享和消费电子设备互动等关键技术,最后针对新兴的云媒体社交网络场景及应用,提出了数字版权管理的新概念——互融DRM,并指出了亟待解决的开放问题和挑战.     

Platform drifting: When work digitalization hijacks its spirit

Organizations are increasingly digitalizing the work associated with information exchange by using enterprise social media. However, social media’s openness to outsider users poses significant challenges to maintaining alignment between social media logic (or platform logic that guides decisions and actions on the platform) and the dominant organizational logic. Through an in-depth, longitudinal, abductive study of three successive social media implementations in a single organization, I explore the process of maintaining (or losing) social media alignment and its long-term consequences on the nature of the work. The paper shows that digitalization exposes the work to continuous adjustment within and across three elements of digital work: digital infrastructure work (embracing new uses of the platform at the user level), digital strategy work (redesigning governance policies), and aligning work (fitting uses with the platform logic underlying digital work). The findings show that despite initial social media alignment, through continuous coevolution of these three elements, the platform logic underlying digital community work eventually drifted away from supporting the organization’s original logic of cohesion to supporting an alternative logic of inclusivity. Accordingly, a process model of platform drifting has been developed. By taking a closer look at actual practices, the paper contributes to digital work research by identifying distinct elements of digital work involved in social media (mis)alignment and illustrates the profound, long-term consequences of social media on the nature of the work.     

Electronic word-of-mouth and online reviews in tourism services: the use of twitter by tourists

Lately, the online social media have revolutionized communications and consequently the marketing of tourism destinations and businesses. The area is rapidly evolving and the challenges and opportunities arising from it for tourism industry are already apparent. Electronic word-of-mouth (e-WOM) and online reviews/recommendations are increasingly used regarding tourism services that are high involvement services. The purpose of the present study is to develop a conceptual framework for understanding the foundations of digital communication and empirically investigate its validity by examining the factors influencing the tourism consumer behavior. This study adopts a conceptual model of e-WOM and explores the use of Twitter by the tourists. Findings revealed the factors affecting tourists’ decision-making and indicated that this social medium is not a panacea; it is another marketing channel to be wisely used in integrated communications marketing of tourism services.     

Modeling user-generated contents: an intelligent state machine for user-centric search support

Researchers tend to agree that an increasing quantity of data has caused the complexity and difficulty for information discovery, management, and reuse. An essential factor relates to the increasing channels (i.e., Internet, social media, etc.) for information sharing. Finding information, especially those meaningful or useful one, that meets ultimate goal (or task) of user becomes harder then it is used to be. In this research, issues concerning the use of user-generated contents for individual search support are investigated. In order to make efficient use of user-generated contents, an intelligent state machine, as a hybridization of graph model (Document Graph) and petri-net model (Document Sensitive Petri-Net), is proposed. It is utilized to clarify the vague usage scenario between user-generated contents, such as discussions, posts, etc., and to identify correlations and experiences within them. As a practical contribution, an interactive search algorithm that generates potential solutions for individual is implemented. The feasibility of this research is demonstrated by a series of experiments and empirical studies with around 350,000 user-generated contents (i.e., documents) collected from the Internet and 200 users.     

Leveraging Big Data for Sustaining Open Innovation: The Case of Social TV

ABSTRACT

The concepts of open innovation and big data have been largely explored, but little research focused on the use of big data for open innovation activities. We explore how big data obtained by social media can be useful for open innovation activities in Television (TV) domain. Results demonstrate that the analysis of open data coming from social media data allows TV managers to identify the specific TV contents and Twitter elements, which are able to increase the social media traffic related to the show and gain insights for innovating the design of the TV show’s episodes or seasons.     

Unpacking the social media–driven innovation capability: How consumer conversations turn into organizational innovations

Given the scale and scope of consumer conversations on social media, it is both possible and challenging for organizations to identify valuable ideas from those conversations that could lead to successful innovations. We examine how a large retailer developed a new capability to leverage public social media conversations for innovation through a process of filtering, assessing, converting, and deploying. By inductively developing a process model of how the retailer managed to convert consumer conversations on social media into organizational innovation, our study sheds light on the microfoundations of this important capability.     

Architecture, Infrastructure, and Broadband Civic Network Design: An Institutional View

Cultural values frame architectures, and architectures motivate infrastructures-by which we mean the foundational telecommunications and Internet access services that software applications depend on. Design is the social process that realizes architectural elements in an infrastructure. This process is often a conflicted one where transformative visions confront the realities of entrenched power, where innovation confronts pressure from institutionalized interests and practices working to resist change and reproduce the status quo in the design outcome. We use this viewpoint to discuss design aspects of the Urban-net, a broadband civic networking case. Civic networks are embodiments of distinctive technological configurations and forms of social order. In choosing some technological configurations over others, designers are favoring some social structural configurations over alternatives. To the extent that a civic network sets out to reconfigure the prevailing social order (as was the case in the Urban-net project considered here), the design process becomes the arena where challengers of the prevailing order encounter its defenders. In this case the defenders prevailed, and the design that emerged was conservative and reproduced the status quo. What steps can stakeholders take so that the project’s future development is in line with the original aim of structural change? We outline two strategies. We argue the importance of articulating cultural desiderata in an architecture that stakeholders can use to open up the infrastructure to new constituents and incremental change. Next, we argue the importance of designing the conditions of design. The climate in which social interactions occur can powerfully shape design outcomes, but this does not usually figure in stakeholders’ design concerns.     

Why Teachers Must Learn: Student Innovation as a Driving Factor in the Future of the Web

User innovation is the key to the development and vitality of technology. As Huatong Sun wrote, “expanding the scope of localization practices and linking user localization efforts” to design cycles—including pedagogical design—will help bridge the gap between what teachers/designers create and what skills users/students need and want. This article theorizes the role of modern composition students and teachers as co-constructors of productive spaces for learning critical inquiry based on students’ statuses as digital natives. It focuses on a class of first-year composition students who reshaped an assignment to fit their own needs within the physical classroom and also enacted a shift to a virtual classroom. While doing so, they provided ways for each class member to individualize space within that digital environment, and they focused their project on examining the ways in which social networking forums colonize their daily lives. This article argues that by letting student innovation drive pedagogical practice—just as social media creators let user innovation drive the digital structures they produce—composition teachers can be assured of having a text for critique that blurs the lines between “private” student underlife and “public” classroom practice and legitimizes the creation of student-produced learning spaces. Using critical and cyberfeminist theories as lenses, this article draws conclusions about the future of computer usage in composition pedagogy based on students’ abilities to re-appropriate physical and digital classroom space.     

Identifying interesting Twitter contents using topical analysis

Social media platforms such as Twitter are becoming increasingly mainstream which provides valuable user-generated information by publishing and sharing contents. Identifying interesting and useful contents from large text-streams is a crucial issue in social media because many users struggle with information overload. Retweeting as a forwarding function plays an important role in information propagation where the retweet counts simply reflect a tweet’s popularity. However, the main reason for retweets may be limited to personal interests and satisfactions. In this paper, we use a topic identification as a proxy to understand a large number of tweets and to score the interestingness of an individual tweet based on its latent topics. Our assumption is that fascinating topics generate contents that may be of potential interest to a wide audience. We propose a novel topic model called Trend Sensitive-Latent Dirichlet Allocation (TS-LDA) that can efficiently extract latent topics from contents by modeling temporal trends on Twitter over time. The experimental results on real world data from Twitter demonstrate that our proposed method outperforms several other baseline methods.     

Who are the spoilers in social media marketing? Incremental learning of latent semantics for social spam detection

With the rise of social web, there has also been a great concern about the quality of user-generated content on social media sites (SMSs). Deceptive comments harm users’ trust in online social media and cause financial loss to firms. Previous studies use various features and classification algorithms to detect and filter social spam on several social media platforms. However, to the best of our knowledge, previous studies have not exploited both probabilistic topic modeling and incremental learning to detect social spam on SMSs. Thus, the main contribution of this paper is design of a novel detection methodology that combines topic- and user-based features to improve the effectiveness of social spam detection. The proposed methodology exploits a probabilistic generative model, namely the labeled latent Dirichlet allocation (L-LDA), for mining the latent semantics from user-generated comments, and an incremental learning approach for tackling the changing feature space. An experiment based on a large dataset extracted from YouTube demonstrates the effectiveness of our proposed methodology, which achieves an average accuracy of 91.17 % in social spam detection. Our statistical analysis reveals that topic-based features significantly improve social spam detection, which has significant implications for business practice.     

Actionable Social Media Competitive Analytics For Understanding Customer Experiences

A large amount of user-generated content is now freely available on social media sites. To increase their competitive advantage, companies need to monitor and analyze not only the customer-generated content on their own social media sites, but also the content on their competitors’ social media sites. In this article, we describe a framework to integrate several techniques including quantitative analysis, text mining, and sentiment analysis for analyzing and comparing social media content from business competitors. Specifically, we conducted an in-depth case study which applies our developed framework to the analysis and comparison of social media content on the Facebook sites of the three largest drugstore chains in the United States: Walgreens, CVS, and Rite Aid. We found similarities and differences in the social media use among the three drugstore chains. We discuss the implications of our findings and provide recommendations to help companies develop their social media competitive analysis strategies.     

Work Practices Surrounding PACS: The Politics of Space in Hospitals

This paper uses a case study of collaborative work practices within the radiology department of a hospital, for examining the usefulness of spatial approaches to collaboration. It takes a socio-political perspective on understanding the shaping effects of spatial arrangements on work practices, and seeks to identify some of the key CSCW issues that can be addressed in spatial terms. We analyse the spatial settings or layers (physical, digital and auditory) within which work takes place, and the qualities of connections between them, examining in how far they support (professional) boundaries or help maintain a sense of context. Guiding themes are the relationships between space and the visibility of work, and how to accommodate social world needs through spatial arrangements.