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PublicationHow Big Data Analytics Enables Service Innovation: Materiality, Affordance, and the Individualization of Service.This paper reports on an exploratory, multisite case study of four organizations from the insurance, banking, telecommunications, and e-commerce industries that implemented big data analytics (BDA) technologies to provide individualized service to their customers. Grounded in our analysis of these four cases, a theoretical model is developed that explains how the flexible and reprogrammable nature of BDA technologies provides features of sourcing, storage, event recognition and prediction, behavior recognition and prediction, rule-based actions, and visualization that afford (1) service automation and (2) BDA-enabled human-material service practices. The model highlights how material agency (in the case of service automation) and the interplay of human and material agencies (in the case of human-material service practices) enable service individualization, as organizations draw on a service-dominant logic. The paper contributes to the literature on digitally enabled service innovation by highlighting how BDA technologies are generative digital technologies that provide a key organizational resource for service innovation. We discuss implications for research and practice.Type: journal articleJournal: Journal of Management Information Systems : JMISVolume: 35Issue: 2
Scopus© Citations 210
PublicationGenerating and exploiting customer insights from social media dataPrevious research has emphasized the virtues of customer insights as a key source of competitive advantage. The rise of customers’ social media use allows firms to collect customer data in an ever-increasing volume and variety. However, to date, little is known about the capabilities required of firms to turn social media data into valuable customer insights and exploit these insights to create added value for customers. Based on the dynamic capabilities perspective, in particular the concept of absorptive capacity (ACAP), the authors conducted multiple case studies of seven mid-sized and large B2C firms in Switzerland and Germany. The results provide an in-depth analysis of the underlying processes of ACAP as well as contingent factors – that is, physical, human and organizational resources that underpin the firms’ ACAP.Type: journal articleJournal: Electronic MarketsVolume: 26Issue: 3
Scopus© Citations 18
PublicationZieldimensionen von Social CRMType: journal articleJournal: Controlling : Zeitschrift für erfolgsorientierte UnternehmenssteuerungVolume: 27Issue: 7
PublicationExploring affordances of business intelligence & analytics with regard to customer-oriented work practicesThe proliferation of digital technologies enhances the possibilities for collecting customer data. This has tremendously increased the interest in the use of business intelligence and analytics (BI&A) to generate knowledge about customers’ behaviour, preferences and demands. Firms have recognised the potential of BI&A; however, they are still unsure about the exact action possibilities of BI&A to enhance their customer orientation. Thus, in this paper, we aim to identify the functional affordances of BI&A with regard to the establishment of customer-oriented work practices. We conducted an interpretive single case study of a bank in Switzerland. Our results reveal seven affordances from the firm’s perspective. These findings enable us to explain how BI&A may be used in the case-study organisation and what its potential outcomes are. Moreover, we highlight the contributions of BI&A to a firm’s customer response and customer orientation capabilities.Type: conference paper
PublicationPrivacy-related decision-making in the context of wearable useThe widespread use of wearables for self-tracking activities despite potential privacy risks is an intriguing phenomenon. For firms, the data collected from individuals’ wearable use are highly valuable for generating in-depth customer insights. Accordingly, firms have an increasing desire for these data. Despite the undisputed relevance of self-tracking activities in practice, there is scarce knowledge among information systems (IS) scholars about the perceived values of wearables that drive individuals’ use and the reasons why these values prevail over the privacy risks. Against this background, our research set out to better understand why people use wearables despite privacy risks by investigating the perceived values of wearables that drive individuals’ use and disclosure of data and the reasons why these values prevail over privacy risks of wearable use. Based on the concept of the privacy calculus and concepts from behavioural decision-making, we conducted in-depth interviews with 22 wearable users from Switzerland. As a result, we reveal eight values that individuals perceive through the use of wearable devices. Furthermore, we illustrate the low awareness regarding privacy risks and explain how the reliance on prominent dimensions and heuristics are influencing individuals’ value-risk assessment.Type: conference paper
PublicationMeasuring Social CRM Performance : A Preliminary Measurement ModelSocial Customer Relationship Management (Social CRM) deals with the integration of Web 2.0 and Social Media into CRM. Social CRM is a business strategy supported by technology platforms in order to provide mutually beneficial value for both companies and customers. Gartner has identified Social CRM as one of the top innovation-triggered themes in 2013 . In this context, a constraining factor regarding the implementation of Social CRM and the achievement of its objectives is the lack of an appropriate performance measurement model. Little research has been conducted on the relevant perfor-mance factors and Social CRM performance measurement models. To address this gap, the article presents the qualitative part of a two-stage multi-method approach. It comprises findings from a literature review, 15 semi-structured in-terviews and a consolidation procedure. A preliminary Social CRM performance measurement model is developed containing four performance dimensions, 25 classified Social CRM performance factors and corresponding performance measures.Type: conference paper
PublicationTechnology Use of Social Media within Customer Relationship Management: An Organizational PerspectiveThis paper presents a formative measurement model for Social CRM technology use from an organizational perspective. The current literature measures the usage of Social Media technologies (e.g., Facebook) and single Social CRM functions (e.g., information generation) with reflective indicators, but does not provide a structured approach, which would generate deeper insights into this research field (i.e. formative indicators). To address this gap, the article develops and evaluates formative indicators and corresponding constructs of Social CRM technology use, following the procedure of Moore and Benbasat (1991). To evaluate the impact of single indicators on their corresponding constructs, data is analyzed through confirmatory factor analysis with a survey sample of 122 marketing, communication and IT decision makers. The results show that four constructs measure the use of Social CRM technologies (Processing, Communication, IS Integration, and Management), which constitutes the formative measurement model. The construct Processing highlights a second-order construct, including Monitoring and Capturing, Analysis, and Exploitation as first-order constructs. Generally, the developed formative indicators and corresponding constructs generate deeper insights through a control system within a company, so as to increase the efficiency and effectiveness of their marketing, communication as well as IT efforts.Type: conference paper
PublicationSocial CRM Performance Model : An Empirical EvaluationThis paper presents an empirical investigation of a Social CRM performance model within an organizational perspective. A constraining factor regarding the implementation of Social CRM and the achievement of its objectives is the lack of an appropriate performance model. Little research has been conducted on a corresponding holistic approach and on the development of formative performance constructs. To address this gap, the article develops and empirically evaluates a Social CRM performance model, including an infrastructure-, process-, customer- and organizational performance construct. The data is analyzed using a structural equation model with a surveying sample of 126 marketing, communication and IT decision makers. The results show that infrastructure performance has an indirect, process performance a direct and customer performance no influence on organizational performance. The Social CRM performance model generates deeper insights into a company's performance interrelationship and provides a decision support system, in order to improve Social CRM activities and enhance organizational performance.
PublicationEvaluating Social CRM Performance : An Organizational PerspectiveThis paper presents a formative measurement model for Social CRM performance in order to achieve and assess company objectives. The current literature for measuring Social CRM performance does not provide a holistic approach and is operationalized with reflective indicators. To address this gap, the article follows the procedure of Moore and Benbasat (1991), including the creation and assessment of new constructs with new developed and evaluated formative indicators. To evaluate the impact of single indicators on their corresponding constructs, the data is analyzed through confirmatory factor analysis using SmartPLS with a surveying sample of 126 marketing, communication and IT decision makers. The results show that the constructs of infrastructure performance, process performance, customer performance and organizational performance measure Social CRM performance. Especially the first-order constructs of indirect customer performance and department-specific processes are important aspects in this context. Generally, the developed formative indicators and new evaluated first- and second-order constructs generate deeper insights through a control system for Social CRM activities, in order to achieve organizational objectives and track them over time.Type: conference paper
PublicationAssessment Schema for Social CRM Tools : An Empirical InvestigationThis paper presents an assessment schema for Social CRM tools based on an empirical investigation. A constraining factor regarding the implementation of Social CRM tools (e.g., Engager, Demand Media etc.) is a lack of corresponding comparability of the different features (e.g., analysis of individual data, CRM interface etc.). Little research has been conducted on the assessment of Social CRM tools, and even less have used empirical investigations to develop an assessment schema for surveying the use of corresponding technologies. To address this gap, the study reveals a quantitative investigation of Social CRM technologies use as well as develops and evaluates an assessment schema for Social CRM tools (i.e., including a processing, communication, IS integration and management dimension). The data is analyzed using a formative measurement model with a surveying sample of 122 marketing, communication and IT decision makers. The results of the measurement model serve as weights for the assessment schema. It can be used to develop values for Social CRM tools with regard to their different ‘use' features and dimensions. A practical application is given for the tool Engager.