The impact of technological,organizational and environmental characteristics on electronic collaboration and relationship performance in international customer–supplier relationships

The literature suggests that advances in information and communication technologies have been a major driver of the restructuring of multinational enterprises and their cross-border supply chain management. However, the role of information technology usage for collaboration and its antecedents and performance implications in cross-border exchange relationships have not been clearly specified. In response to this claim, this study examines the determinants of electronic collaboration (E-collaboration) and its outcomes for suppliers with regard to their international customers. Drawing on an empirical foundation of 240 Taiwanese-based electronics equipment manufacturers, we test the effects of technological, organizational and environmental dimensions on E-collaboration and its impact on relationship performance in international exchange. The findings on the pertinence of E-collaboration in international customer–supplier relationships are presented and discussed.     

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.     

The moderating role of customer–technology contact on attitude towards technology-based services

Previous studies in information systems research and service marketing treat customer behaviour towards technology-based services (TBS) homogeneously. However, recent studies recognize that users have different attitude towards different technologies even if these technologies used to support the same service. Drawing on literature from service marketing (i.e. customer contact theory), information systems (unified theory of technology acceptance), and organizational behaviour (task complexity theory), this study proposes a construct that classifies TBS according to the level of customer–technology interaction they require, namely the customer–technology contact (CTC). The moderating effect of this construct on the relationship between individual characteristics – that is technology readiness and attitude towards TBS – is examined through an empirical study. Technology-based retail services scenarios, with different levels of technology contact, are presented to supermarket shoppers (n=600). Results show that CTC, as a unique service attribute, moderates the effect of personality traits to customers’ attitude. The current study introduces this new service attribute that is applicable to ubiquitous computing services, application and design.     

The role of social media in higher education classes (real and virtual) – A literature review

The ubiquity of social media (e.g., Facebook, Twitter) is no more apparent than at the university. Social media are increasingly visible in higher education settings as instructors look to technology to mediate and enhance their instruction as well as promote active learning for students. Many scholars argue for the purposeful integration of social media as an educational tool. Empirical evidence, however, has lagged in supporting the claim. Most of the existing research on the utility and effectiveness of social media in the higher education class is limited to self-reported data (e.g., surveys, questionnaires) and content analyses. This paper summarizes the scholarly writings as well as reviews the findings of empirical investigations. Some limitations are discussed, and future areas of research are proposed.     

The moderating role of enterprise social media functionalities on employees’ social-related use during work time

Enterprise social media (ESM) has blurred employees’ work–life distinction; however, limited research has investigated the impact of social-related ESM use during work time and the management measures. We propose such use consumes employees’ work resources. Our survey of a research and development company in China confirms that such use decreases individuals’ collaboration and increases information overload, harming work performance. To mitigate the negative influence, we focus on ESM functionalities, conceptualize the action possibilities permitted by functionalities as attention regulation affordance, and investigate the moderating role of the affordance actualization. The results revealed that affordance actualization reduces negative ESM use effects.     

Understanding online customer repurchasing intention and the mediating role of trust – an empirical investigation in two developed countries

Although e-commerce adoption and customers’ initial purchasing behavior have been well studied in the literature, repeat purchase intention and its antecedents remain understudied. This study proposes a model to understand the extent to which trust mediates the effects of vendor-specific factors on customers’ intention to repurchase from an online vendor. The model was tested and validated in two different country settings. We found that trust fully mediates the relationships between perceived reputation, perceived capability of order fulfillment, and repurchasing intention, and partially mediates the relationship between perceived website quality and repurchasing intention in both countries. Moreover, multi-group analysis reveals no significant between-country differences of the model with regards to the antecedents and outcomes of trust, except the effect of reputation on trust. Academic and practical implications and future research are discussed.     

The role of disclosure of personal information in the evaluation of risk and trust in young peoples’ online interactions

This study examined the relationship between the evaluation of risk, trust and disclosure of personal information in young peoples’ online interactions. A series of 18 focus groups were conducted with young people aged 9–19 years old. The results suggested that the majority of young people have a high level of awareness of the risks and potential outcomes associated with their online behaviour. Participants perceived disclosure of personal information to be important for the development of online relationships, and discussed associated strategies for evaluating trust and verifying identity. The study suggests that the perceived benefits associated with the disclosure of personal information and interacting with ‘strangers’ online may outweigh the perceived risks associated with these behaviours as the result of the importance of peer relationships and the exploration of identity during adolescence. Identified age-related differences and similarities in relation to the themes are explored, and areas for future research discussed.     

What motivates health information exchange in social media? The roles of the social cognitive theory and perceived interactivity

Social media has become an attractive platform for users to exchange health information with others. However, little research has been done to identify the determinants of health information exchange. By integrating aspects of the social cognitive theory and perceived interactivity, this study proposes a research model to investigate the antecedents of health information exchange in social media. Data collected from Facebook users with health information exchange experience were used to examine the proposed model. The results demonstrate that human-to-human interaction, human-to-information interaction, outcome expectation of health self-management competence, and outcome expectation of social relationships have a significant impact on health information exchange behavior. The results also reveal that human-to-human interaction exerts a significant influence on the outcome expectation of health self-management competence and the outcome expectation of social relationships, while human-to-information interaction has a positive effect on the outcome expectation of health self-management competence. The implications for the theory and practice and future research directions are discussed.     

When is trust not enough? The role of perceived privacy of communication tools in comfort with self-disclosure

In what circumstances might privacy concerns about new communication tools like instant messaging help predict the degree to which people feel comfortable communicating via these new communication tools? The current study examined whether topic intimacy and perceived privacy predict levels of comfort with disclosure, and whether these associations are moderated by overall levels of trust and frequency of technology use. Participants reported on the degree to which they would feel comfortable discussing each of 32 topics (e.g., “times when I felt that I was in love”) using 10 different communication tools. Topic and tool interacted, such that the privacy of the communication tool was related to disclosure comfort only for intimate topics. Privacy concerns were more important to less frequent technology users, and topic intimacy mattered most to participants with low levels of trust. Results are discussed in terms of implications for extending models of disclosure to the selection of new communication tools.     

Investigating the nonlinear and conditional effects of trust—The new role of institutional contexts in online repurchase

Trust is paramount to developing and maintaining long-term relationships in all stages of the customer lifecycle, including the repurchase stage. This research goes beyond the simple finding documented in the extant trust literature that the effect of trust will diminish. It sheds light on the role of institutional contexts and develops a nuanced understanding of the boundary conditions under which trust operates in the repurchase stage, where knowledge-based trust becomes more predominant. Drawing on a different theoretical tenet, prospect theory, we find that customers exhibit distinctively different transaction intentions in the two perceptual conditions of high and low trust in institutional contexts. Specifically, the nonlinear relationship between trust and repeat online transaction intention is inverted U-shaped curvilinear when trust in institutional contexts is high, but is U-shaped when trust in institutional contexts is low. With data collected from both e-commerce and mobile banking contexts using two different measures of institutional contexts, we employed a new and advanced latent moderated structural (LMS) equations approach for analysis and provided robust results. Our findings largely confirm the hypotheses and offer theoretical, methodological, and practical implications.     

Detecting and tagging users’ social circles in social media

As a media and communication platform, microblog becomes more popular around the world. Most users follow a large number of celebrities and public medias on microblog; however, these celebrities do not necessarily follow all their fans. Such one-way relationship abounds in ego network and is displayed by the forms of users’ followees and followers, which make it difficult to identify users’ real friends who are contained in merged lists of followees and followers. The aim of this paper is to propose a general algorithm for detecting users’ real friends in social media and dividing them into different social circles automatically according to the closeness of their relationships. Then we analyze these social circles and detect social attributes of these social circles. To verify the effectiveness of the proposed algorithm, we build a microblog application which displays algorithm results of social circles for users and enables users to adjust proposed results according to her/his real social circles. We demonstrate that our algorithm is superior to the traditional clustering method in terms of F value and mean average precision. Furthermore, our method of tagging social attributes of social circles gets high performance by NDCG (normalized discounted cumulative gain).     

What motivates customers to participate in social commerce? The impact of technological environments and virtual customer experiences

Social commerce, as a relatively new phenomenon, has attracted little research attention. This study aims to provide initial insights into the dynamics of customer participation in social commerce. Based on the stimulus–organism–response paradigm, this study develops a model to investigate the effects of technological features (perceived interactivity, perceived personalization and perceived sociability) of social commerce on customers’ virtual experiences (social support, social presence and flow) and subsequently their participation intention. The results indicate that social commerce intention is determined by social support, social presence and flow experiences. These experiences, in turn, are influenced by perceived interactivity, personalization and sociability features.     

Is online trust and trust in social institutions associated with online disclosure of identifiable information online?

This study investigated the association between trust in individuals, social institutions and online trust on the disclosure of personal identifiable information online. Using the Internet attributes approach that argues that some structural characteristics of the Internet such as lack of social cues and controllability are conducive to a disinhibitive behavior it was expected that face to face trust and online trust will not be associated. In addition, it was expected that from the three components of trust, online trust only will be associated with the disclosure of identifiable personal information online. A secondary analysis of the 2009 Pew and American Life of Internet users (n = 1698) survey was conducted. In contrast with the Internet attribute approach the effect of trust in individuals and institutions was indirectly associated with the disclosure of identifiable information online. Trust in individuals and institutions were found to be associated with online trust. However, online trust only, was found to be associated with the disclosure of personal identifiable information. While trust online encourages the disclosure of identifiable information, perception of privacy risks predicted refraining from posting identifiable information online. The results show a complex picture of the association of offline and online characteristics on online behavior.     

The interplay between users’ intraorganizational social media use and social capital

The wide acceptance of social media by the public has caused companies try to use intraorganizational social media to increase employee work performance. However, simply implementing a platform is insufficient for success. Companies must encourage employees to use social media for work-related purposes. This study divided the use of intraorganizational social media into social- and work-related use and proposed a model based on the theory of social capital to explore the effects of social-related use on work-related use. The model was tested using a survey of users of intraorganizational microblog systems in China. The results indicate the relationships among two types of intraorganizational use and the dimensions of social capital, and that social-related use fosters work-related use directly and indirectly by enhancing social capital. These results facilitate an understanding of the value of social activities conducted using intraorganizational social media in organizations.     

The politics of “Unfriending”: User filtration in response to political disagreement on social media

This article examines exposure to political disagreement on social media and user filtration in response to it. Popular arguments suggest that social media sites prevent exposure to political disagreement either through algorithmic filtration or selective affiliation. Another popular argument says that when users are exposed to political disagreement on social media, they filter it from their feeds by “unfriending”/“unfollowing” or “hiding” the author. We put these narratives to the test by examining (a) the relationship between social media use and exposure to political disagreement and (b) the factors that predict user filtration in response to political disagreement. Results from analysis based on a nationally representative sample of Colombian adults in urban areas show that (a) engagement with news and public affairs content on social media is positively associated with exposure to political disagreement and (b) the amount of disagreement users are exposed to is not related to user filtration in response.     

Suspended because of social media? Students’ knowledge and opinions of university social media policies and practices

In this exploratory study, we examined undergraduates’ (N = 298) knowledge of their university’s social media policies, understanding of free speech and privacy protections, opinions about university monitoring and discipline for personal social media posts, and perceptions of fairness regarding recent cases of student discipline for personal social media use. The results of our study indicate that most undergraduates are highly underinformed as to whether or not their university has a social media policy, particularly if the students are early in their academic careers and do not engage in many online privacy protection behaviors. Most participants were also misinformed as to whether free speech and/or privacy protections will shield them from university discipline. In addition, most participants (78%) were opposed to the idea of universities monitoring students’ personal social media accounts, though significantly fewer (68%) were opposed to monitoring student athletes’ social media. Finally, when asked about several recent cases involving student discipline, most participants were generally opposed to a variety of university disciplinary actions regarding students’ social media posts. We discuss these findings as they relate to the need for better social media policy training for students, as well as the potential impact on students’ academic and future careers.     

Performance impact of new product development processes for distinct scenarios under different supplier–manufacturer relationships

Although supplier involvement in new product development (NPD) projects has become increasingly important for strengthening a firm's competitive position, few studies have investigated the impact of changing research and development (R&D) workloads in NPD. According to the level of design-related characteristics including design-related communication and design-related nature, we identify four types of supplier–manufacturer relationships: sequential mode, passive supplier involvement, active supplier involvement, and strategic development. Differing from qualitative and survey-oriented research, this study proposes a system dynamics model for the quantitative exploration of workload impacts on R&D-system equilibrium under different supplier–manufacturer relationships. We justify experimentally the NPD performances of these supplier–manufacturer relationship configurations under workload impacts and provide managerial insights.     

Managing customer relationships through E-business decision support applications: a case of hospital–physician collaboration

Customer Relationship Management (CRM) is a valuable concept for hospitals to establish long-term physician relationships. Given predetermined reimbursement amounts, clinical interventions by physicians can significantly impact hospital profitability and quality. Therefore, disseminating quality and cost information to physicians can build lasting relationships, while insuring financial stability.This paper presents a CRM approach adopted by a hospital through a web-based Physician Profiling System (PPS). We discuss physician involvement in PPS development and present a high-level cost-benefit analysis. Post-deployment results indicate that PPS strengthened relationship with physicians, improved efficiency of clinical operations, while simultaneously improving patient satisfaction.     

The impact of IT–business strategic alignment on firm performance: The evolving role of IT in industries

This study proposes and validates a new industry taxonomy to understand the use of IT that generates superior economic returns based on the specific economic and competitive characteristics of four different industry types and the strategic role of IT in each of these industry environments. Our findings extend the well-established industry taxonomy on the strategic role of IT (Automate, Informate, Transform) by considering how IT is changing the nature of the product/service in industries where transformational logics prevail. We found that in industries where the product/service is digital in nature, the firms that achieve higher economic returns are those where IT is used to support dual strategies based on the integration of cost leadership and differentiation. Conversely, in other industries – with the exception of those producing commodities – the firms that achieve superior returns are those that use IT to support differentiation. The results of this study can help managers make intelligent decisions about competitive strategies and IT investments, depending on the business environment of the sector in which the firm operates and the generative potential of emerging technologies to do new things.