Ya-Ling Wu

Service innovation through dynamic knowledge management

– The purpose of this paper is to report the findings of a study on the management of intellectual capital in Fortune Motors. It intends to highlight how an automobile service firm apply dynamic knowledge management concept to create new service processes which resulted in breaking through the bottleneck of profit loss., – The study is based on an in‐depth case study, semi‐structured interviews and extensive access to the secondary data on the firm. A qualitative approach was used to analyze the data due to the complexity of contextual content., – The proposed model has been validated and found that dynamic capabilities could enhance knowledge management by linking external resources or stimuli and internal knowledge management practices. Empirical evidence has also been provided on how a firm can apply dynamic capabilities to its knowledge management to substantiate service innovation., – Further studies verifying the linkage between knowledge management and specific capabilities can be extended from this study., – The proposed model provides a guideline for practitioners in managing their valuable knowledge and enhancing the existing knowledge management practices., – This paper identifies a gap in the linkage between knowledge management and constant environmental changes that has been overlooked. To narrow down this research gap, a model of a cyclical flow has been proposed containing processes of integration/coordination, learning/experimentation and innovation and transformation.

Marketing mix, customer value, and customer loyalty in social commerce: A stimulus-organism-response perspective

Purpose Based on stimulus-organism-response model, the purpose of this paper is to develop an integrated model to explore the effects of six marketing-mix components (stimuli) on consumer loyalty (response) through consumer value (organism) in social commerce (SC). Design/methodology/approach In order to target online social buyers, a web-based survey was employed. Structural equation modeling with partial least squares (PLS) is used to analyze valid data from 599 consumers who have repurchase experience via Facebook. Findings The results from PLS analysis show that all components of SC marketing mix (SCMM) have significant effects on SC consumer value. Moreover, SC customer value positively influences SC customer loyalty (CL). Research limitations/implications The data for this study are collected from Facebook only and the sample size is limited; thus, replication studies are needed to improve generalizability and data representativeness of the study. Moreover, longitudinal studies are needed to verify the causality among the constructs in the proposed research model. Practical implications SC sellers should implement more effective SCMM strategies to foster SC CL through better SCMM decisions. Social implications The SCMM components represent the collective benefits of social interaction, exemplifying the importance of effective communication and interaction among SC customers. Originality/value This study develops a parsimonious model to explain the over-arching effects of SCMM components on CL in SC mediated by customer value. It confirms that utilitarian, hedonic, and social values can be applied to online SC and that SCMM can be leveraged to achieve these values.

Field Effects of Social Media Platforms on Information Sharing Continuance: Do Reach and Richness Matter?

Based on the Field Theory, this study postulates that the cognitive processes involved in making decisions to share information on social media platforms could be dynamically affected by network features and the contextual environment. The field effect is exerted by the reach and richness of network features, which virtually form a psychological pressure on ones perception of the sharing situation. A research model is developed, in which the effects of extrinsic and intrinsic motivators on information-sharing continuance are moderated by the network features of social media platforms. A global sample from content contributors in two major social media platform contexts, experience-socialization (ES) platforms (N=568) and intelligence-proliferation (IP) platforms (N=653), were collected through the participatory research method. By using partial least-square analysis, the moderating effects of network features on cognitive-sharing processes under the two contexts were confirmed. For contributors on ES platforms, network features negatively moderate community identification and perceived enjoyment toward information sharing. By contrast, for contributors on IP platforms, network features negatively moderate the effects of perceived usefulness and altruistic tendencies on their intention to share, but self-efficacy for sharing is positively induced. The conceptualization of network features and refined knowledge about the situational and contextual effects of social media platforms are useful for further studies on social behaviors and may ultimately benefit platform providers in their attempts to promote information-sharing continuance.

Measuring process capital from a system model perspective

Purpose – The purpose of this paper is to seek effective measurement methods that reflect the real value of process capital.Design/methodology/approach – From a system model perspective, the authors refined the existing knowledge of process measurement by distinguishing three kinds of indicator for the value of process capital: input, output, and the capability to manage process capital. The design of this study, therefore, incorporates a longitudinal analysis of the content of process capital and traces its evolution by attaching a monetary value to activities and assets.Findings – The tested results reveal that the input measure is a less effective measure for process capital, while the output measure is a valid one for measuring operational and managerial performance of process capital. The capability to manage process capital can predict all dimensions of process capital in both the short‐ and long‐term periods.Practical implications – A practical view of process capital enhances the current understan...

Field effects of social media platforms on information-sharing continuance

Based on the Field Theory, this study postulates that the cognitive processes involved in making decisions to share information on social media platforms could be dynamically affected by network features and the contextual environment. The field effect is exerted by the reach and richness of network features, which virtually form a psychological pressure on ones perception of the sharing situation. A research model is developed, in which the effects of extrinsic and intrinsic motivators on information-sharing continuance are moderated by the network features of social media platforms. A global sample from content contributors in two major social media platform contexts, experience-socialization (ES) platforms (N=568) and intelligence-proliferation (IP) platforms (N=653), were collected through the participatory research method. By using partial least-square analysis, the moderating effects of network features on cognitive-sharing processes under the two contexts were confirmed. For contributors on ES platforms, network features negatively moderate community identification and perceived enjoyment toward information sharing. By contrast, for contributors on IP platforms, network features negatively moderate the effects of perceived usefulness and altruistic tendencies on their intention to share, but self-efficacy for sharing is positively induced. The conceptualization of network features and refined knowledge about the situational and contextual effects of social media platforms are useful for further studies on social behaviors and may ultimately benefit platform providers in their attempts to promote information-sharing continuance.

Do Happier Customers Generate More Profits? An Analysis of Customer Contribution in a Bank

Despite the debate over whether customer satisfaction enhances business benefits, due to difficulties in data collection, little research has investigated the direct impact of customer satisfaction on customer contribution. With special permission from a bank, this study examined 373 valid bank customer samples of individual customer product/service satisfaction and their related contributions to the bank. Major findings are that the customer satisfaction, be it with the product or services, has no significant influence on customer contribution. Individual attributes, such as customer assets, however, are significantly related to customer contribution. This finding has implications for the general understanding that the higher the customer satisfaction, the greater the business benefits. Customer satisfaction has become a fundamental target of business practice. Banks that desire to increase and sustain customer contribution should pay specific attention to different customer attributes and provide satisfying products and services to fulfill customer needs.

An Analysis of Customer Contribution in a Bank

Despite the debate over whether customer satisfaction enhances business benefits, due to difficulties in data collection, little research has investigated the relationship between customer satisfaction and customer contribution. This study examined 373 valid bank customer samples of individual customer product/service satisfaction and their related contribution. Major findings are that the customer satisfaction, be it with the product or services, has no significant influence on customer contribution. Individual attributes, such as customer assets, however, are significantly related to customer contribution. This finding has implications for the general understanding that the higher the customer satisfaction, the greater the business benefits. Customer satisfaction has become a fundamental target of business practice. Banks that desire to increase and sustain customer contribution should pay specific attention to different customer assets and provide satisfying products and services to fulfill customer needs.

A Model of Market-Orientation Effects of Customer Relationship Management on Organizational Processes

This study constructes a model of CRM (Customer Relationship Management) effects on work practice, value-creation processes, and organizational performance. Through iterative literature review and content analysis, this study builds a preliminary understanding of the possible effects and consequences of CRM use on the overall organizational behaviors and processes. The study then conducts case studies on five credit card companies in Taiwan to gain in-depth knowledge of the chain effects of CRM use. Based on the case studies, five propositions are formed: (a) the greater the use of CRM systems, the greater the market-oriented behaviour; (b) the greater the market-oriented behavior, the greater the impact on value-creation processes; (c) the greater the behavioral changes in value-creation processes, the higher the market performance; (d) the greater the market-oriented behavior, the higher the market performance; and (e) the effect of top management initiatives is greater on market-oriented behaviors in the cases of a greater use of CRM than in the cases of a lower use. This research finding provides a base for enhanced understanding of the potential of CRM in different organizational processes and performances. It is hoped that managers of CRM can benefit from the insights presented and implement more effective management of CRM use.