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Reinhard Jung
Title
Prof. Dr.
Last Name
Jung
First name
Reinhard
Email
reinhard.jung@unisg.ch
Phone
+41 71 224 3141
Homepage
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1 - 7 of 7
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PublicationType: journal articleJournal: Controlling : Zeitschrift für erfolgsorientierte UnternehmenssteuerungVolume: 28Issue: 4-5
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PublicationType: journal articleJournal: Controlling : Zeitschrift für erfolgsorientierte UnternehmenssteuerungVolume: 27Issue: 7
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PublicationValue creation potential of Web 2.0 for SME : Insights and lessons learnt from a european producer of consumer electronicsWeb 2.0 as a contemporary phenomenon receives considerable attention by IS scholars due to its perceived transformational impact on businesses. This paper critically elaborates on the value creation potential of Web 2.0 for small and medium enterprises (SME). By conducting an inductive study we reveal that SMEs can effectively use Web 2.0 as a means to support customer acquisition, alleviate resource limitations and to maintain customer enthusiasm associated with the customer purchasing process. In case that a high customer convenience is required which is based on the involvement of different parties or on personal service support, there is hardly any Web 2.0 value creation potential. This research contributes to the domain of business modeling by assessing the notion of value in a Web 2.0 setting. It also contributes to IS research on Web 2.0 adoption.Type: journal articleJournal: International Journal of Cooperative Information SystemsVolume: 22Issue: 3
Scopus© Citations 10 -
PublicationPerformance Measures for Social CRM : A Literature Review(Moderna Organizacija, 2014-06-01)
;Walter, SebastianSocial CRM deals with the integration of Web 2.0 and Social Media into Customer Relationship Management (CRM). Social CRM is a business strategy supported by technology platforms to provide mutually beneficial value for companies and their target groups. In practice, one factor impeding Social CRM implementation is the lack of performance measures, which assess Social CRM activities and monitor their success. Little research has been conducted investigating performance measures in order to develop a Social CRM performance measurement model. To address this gap, this article presents the qualitative part of a two-stage multi-method approach. It comprises a systematic and rigorous literature review as well as a sorting procedure. In this effort, 16 Social CRM performance measures and four categories of a performance measurement system are identified. The sorting procedure validates the corresponding classification and ensures a high degree of external validity. In a subsequent study, formative survey instruments are developed from the respective findings and are tested by applying a confirmatory factor analysis. -
PublicationTowards a Maturity Model for the Adoption of Social Media as a Means of Organizational InnovationSocial Media applications as a contemporary phenomenon attract the attention of organizations and researchers. While these technologies are mainstream in a private setting, there is still uncertainty among organizations of operating them. The corporate perspective aims at deploying these technologies for value creation, i.e. improvement and even innovation. Conceptual guidance for a proper management to professionalize Social Media management is missing. Maturity models provide support to this challenge. This paper deals with the development of a maturity model for the organizational adoption of Social Media. By means of a design science research approach, the model is defined along the dimensions strategy, processes, IT systems, culture, and governance and measured against five maturity stages. Thereby a contribution is made to the knowledge base of corporate Social Media usage as well as to the development of a maturity model along a defined design methodology.Type: conference paperVolume: 1. Auflage
Scopus© Citations 23 -
PublicationTowards Social CRM - Scoping the concept and guiding researchWeb 2.0 and Social Media (SoMe) provide new opportunities for collaboration and co-value creation which supports a customer-centric management. Social Customer Relationship Management (SCRM) addresses these opportunities and aims at a high stakeholder engagement as a means to establish mutually beneficial relationships. At present, scholars attempt to comprehend what constitutes SCRM. This paper reviews state-of-the-art scholarly literature to provide a consolidated view on the current SCRM knowledge base. It reveals concurrent opinions, diverging perceptions and future directions for research along the dimensions SCRM definitions, objectives and approaches. We conclude that SCRM as a novel concept requires transformational efforts among all organizational parts. Approaches towards SCRM align on organizational determinants, CRM processes, the customer relationship lifecycle or develop conceptual models. We propose that research further explore this domain to progress the understanding of SCRM as basis for corresponding frameworks.Type: conference paper
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