Business Commons^™

The Double-Edged Sword Of Social Media Usage During The Covid-19 Pandemic: Demographical And Cultural Analyses, Khaled A. Alshare, Murad Moqbel, Mohammad I. Merhi

Information Systems Faculty Publications and Presentations

Purpose

This exploratory research aims to (1) investigate the bright and dark sides of social media use during the COVID-19 pandemic; (2) explore the impact of demographic factors on social media usage; and (3) assess the effects of cultural dimensions on social media usage.

Design/methodology/approach

The data are collected through an online survey. Factors derived from grounded theories and models such as affordance theory and Hofstede's cultural framework were considered. Spearman correlation and nonparametric analysis were used to test the hypotheses.

Findings

The results revealed that social media usage was positively associated with healing and affiliation, and negatively associated with …

Paralinguistic And Rhetorical Capabilities Of Emojis In Marketing Communication, Jacob Christopher Almaguer

Theses and Dissertations

Consumers and social media marketers have over 3,000 emojis at their fingertips. Despite the popularity of emojis on social media, marketing research on emojis remains limited. Extant marketing research on emojis that does exist primarily focuses on the emotional and reinforcement capabilities, a remnant of the limitations of the emoticon ancestor, and largely ignores the additional paralinguistic and rhetorical potential of emojis. In this dissertation, emojis as a paralanguage are explored with a particular focus on the creation of meaning on social media (Essay 1), and emojis as a full (Essay 2) and partial (Essay 3) substitute for text in …

Complementary Effects Of Crm And Social Media On Customer Co-Creation And Sales Performance In B2b Firms: The Role Of Salesperson Self-Determination Needs, Omar S. Itani, Ashish Kalra, Jen Riley

Marketing Faculty Publications and Presentations

Highlights

• Social media, CRM technology & social CRM enrich the knowledge of salespeople.

• Social media, CRM technology & social CRM support value co-creation efforts.

• Knowledge mediates the effects of social media, CRM technology, and social CRM.

• Job autonomy & sales quota ease moderate the effect of knowledge on value co-creation.

• Value co-creation increases sales performance.

Abstract

This study examines the effects of salespeople's social media and customer relationship management (CRM) technology use on value co-creation through knowledge and the downstream impact on sales performance. Based on task-technology fit and self-determination theories, the findings reveal that social media, CRM technology, and …

Inside Sales Social Media Use And Its Strategic Implications For Salesperson-Customer Digital Engagement And Performance, Nawar N. Chaker, Edward L. Nowlin, Maxwell T. Pivonka, Omar S. Itani, Raj Agnihotri

Marketing Faculty Publications and Presentations

Highlights

• Inside salespeople rely on four main strategies when it comes to using social media in their roles to engage with customers.

• Inside sales strategic social media use leads to higher levels of customer digital engagement and, ultimately, performance.

• Firm digital technology resources may shape the effects of inside sales strategic social media use.

Abstract

The nature of inside sales has shifted, increasing in autonomy, importance, and scope. Moreover, buyers are changing their preferences from face-to-face interactions to virtual-based relationships, leading to a future full of opportunities for inside salespeople using social media. The practitioner literature suggests that inside sales …

Social Credibility: Trust Formation In Social Commerce, Lena Cavusoglu, Deniz Atik

Marketing Faculty Publications and Presentations

Trust formation in informal social commerce, also considered lateral exchange markets (LEMs) on social media platforms, has different dynamics from e-commerce and traditional consumerto‐ consumer (C2C) exchange. These online markets are massive in scale; thus, it is an important phenomenon in consumer research. With a holistic perspective, we conducted in-depth interviews with Instagram consumers and sellers. Our research is among the first to reveal an empirical understanding of the critical dynamics of trust formation in LEMs within social commerce and contribute to theory by introducing a novel dimension termed social credibility. Social credibility surpasses the source credibility evaluations one step …

Social Media And Customer Relationship Management Technologies: Influencing Buyer-Seller Information Exchanges, Omar S. Itani, Michael T. Krush, Raj Agnihotri, Kevin J. Trainor

Marketing Faculty Publications and Presentations

Highlights

• Social media and CRM technology aid salespeople in market sensing and customer-linking activities.

• Social media utilization enhance the competitive information collection abilities of the seller.

• CRM techpositively affects seller product information communication, which enablesbuyer information sharing intentions.

• Sellers capture value from buyers by CRM utilization.

• Seller experience has significant moderating and explanatory power regarding the use of sales technology.

Abstract

Due to the increasing array of sales technology, salespeople must understand how each application assists them. This study examines how business-to-business salespeople use different forms of sales technology to meet their boundary-spanning roles. Our research draws from social exchange …

Juxtaposing Impacts Of Social Media Interaction Experiences On E-Commerce Reputation, Xinchen Li, Qinyu Liao, Xin Luo, Yaoyu Wang

Information Systems Faculty Publications and Presentations

E-commerce enterprises use different social media channels to build their online reputation through customers’ rich interaction experiences, but no study has differentiated the individual impact of consumer-to-consumer and business-to-consumer interaction features on e-commerce online reputations. This study investigates the linkage between five interaction characteristics, consumers’ perceived values, and e-commerce online reputations. The results of our study show that only the perceived hedonic value has a significant influence on e-commerce online reputations. Perceived control, reciprocity, and responsiveness have a positive and significant influence on both perceived utilitarian value and perceived hedonic value. Sociability only shows a significant and negative influence on …

Effect Of Penitence On Social Media Trust And Privacy Concerns: The Case Of Facebook, Emmanuel Wusuhon Yanibo Ayaburi, Daniel N. Treku

Information Systems Faculty Publications and Presentations

Abuse of information entrusted to organizations can result in a variety of privacy violations and trust concerns for consumers. In the event of violations, a social media brand or organization renders an apology – a form of social account – to alleviate users’ concerns and maintain user membership and engagement with the platform. To explore the link between apology offered by a social media brand or organization and the users’ trust dynamics in the brand’s services, we study how organizational integrity can contribute to reducing individuals’ privacy concerns whiles increasing or repairing their trust. Drawing on organizational behavioral integrity literature, …

Examining The Role Of Sales-Based Crm Technology And Social Media Use On Post-Sale Service Behaviors In India, Raj Agnihotri, Kevin J. Trainor, Omar S. Itani, Michael Rodriguez

Marketing Faculty Publications and Presentations

Despite the growing recognition of the critical role of post-sale service on the salesperson-customer relationship, few studies have explored how salesperson service behaviors (SSB) are enhanced through tools such as sales-based customer relationship management (CRM) technology and social media. Using dyadic salesperson-customer data within a business-to-business context, this study analyzes the direct effects of sales-based CRM technology on the behaviors of diligence, information communication, inducements, empathy and sportsmanship. Additionally, the study examines the interactive effects of sales-based CRM technology and social media on these behaviors. The results indicate that sales-based CRM technology has a positive influence on SSBs and that …

Social Media Use In B2b Sales And Its Impact On Competitive Intelligence Collection And Adaptive Selling: Examining The Role Of Learning Orientation As An Enabler, Omar S. Itani, Raj Agnihotri, Rebecca Dingus

Marketing Faculty Publications and Presentations

Highlights

• Findings of the study suggest that social media is one way to enhance sales performance, but its use alone does not guarantee such enhancement.

• Social media use will affect performance of salespeople through affecting their competitive intelligence collection and adaptive selling.

• Perceived usefulness of social media was not significantly related to salesperson social media use.

• Results support linking collection of competitive intelligence to a salesperson’s adaptive selling behavior.

Abstract

This paper examines the use of social media by business-to-business (B2B) salespeople to assist in their job functions. The authors propose that a salesperson's attitude toward social media usefulness, as …

Constitution Of The Market Through Social Media: Dialogical Co-Production Of Medicine In A Virtual Health Community Organization, Handan Vicdan

Theses and Dissertations - UTB/UTPA

This research explores new systems of marketing, and new roles and relationships of organizations and consumers developing in healthcare as a result of transformations occurring in technology, consumer/marketer value systems, forms of discourse and institutional roles. Inspired by observations from a Medicine 2.0 community organization, which turn social networking into a business phenomenon – PatientsLikeMe (PLM) – I explore how such systems develop and function and the institutionalizations that reconstitute roles and maintain relationships among actors in these systems through netnographic research. That is, (1) why and how patients in PLM participate in the social co-production of medical knowledge and …