Networked practices in higher education: A netnography of the #AcAdv chat community

Eaton, Paul William; Pasquini, Laura A.

doi:10.1016/j.iheduc.2019.100723

Cited by 26 publications

(31 citation statements)

References 31 publications

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“…These capabilities and characteristics of netnography support the rationale behind the prescription of the methodology instead of the popular decision tree and other extensively used techniques that are not enjoying similar benefits in insights and richness of data. Few of the recent influential publications that have entrusted and discussed the netnography technique as a tool to yield customer insights are Eaton and Pasquini (2020); Tavakoli and Wijesinghe (2019); Wang (2019a); Wang (2019b); Xharavina et al (2019); Lund et al (2019); Toledano (2017); Thanh and Kirova (2018); and Weijo et al (2014).…”

Section: Qualitative Consumer Research and Netnographymentioning

confidence: 99%

Investigation of customer churn insights and intelligence from social media: a netnographic research

Bhattacharyya

Dash

2020

OIR

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PurposeThe purpose of this paper is to investigate the distinct reasons and more common reasons that reduce customer satisfaction and are antecedents to customer churn behavior in the telecommunication industry.Design/methodology/approachThe study adopted the netnography approach to investigate churn behavior by utilizing online user-generated content in qualified social media communities.FindingsThe investigation revealed that “data speed issue”, “ineffective relationship building”, “service area coverage issues” and “billing issues” are some of the most important attributes that influence a consumers' decision to churn. Further, the churn consequence influencers model summarizes the attributes that contribute to overall dissatisfaction and finally results in churn behavior. The study found out the application of the netnography approach in a quantitatively dominant research area and stands out with its insights from a rich qualitative data.Practical implicationsProper clarification of customer expectations and pain points can help reduce customer churn. The study will serve as the basis for developing future churn prediction models that will contribute to the informed decision-making process.Originality/valueContributing to research on customer churn behavior, the study offers a novel attempt to study customer satisfaction and customer churn behavior jointly. The paper is the first attempt that contributes to the extant literature by adopting the unique qualitative approach to understand the reasons for telecommunication churn behavior in the emerging Indian market. Another contribution of this research is that the paper shifts the focus of the electronic word-of-mouth (eWOM) literature to the telecommunications industry, thus adding another block to ongoing research in eWOM communication.Peer reviewThe peer review history for this article is available at: https://publons.com/publon/10.1108/ OIR-02-2020-0048

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Section: Qualitative Consumer Research and Netnographymentioning

confidence: 99%

Investigation of customer churn insights and intelligence from social media: a netnographic research

Bhattacharyya

Dash

2020

OIR

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“…First, the interview transcripts were loaded in Dedoose (version 8.1.21), a qualitative analysis software application, and codes were applied to identify specific concepts, ideas, and meaning. Codes were identified through an iterative process that included reviewing a subsample of themes across previously collected data, including a survey about networked practices (Eaton and Pasquini, 2020b) and open axial coding of 12 interviews (Eaton and Pasquini, 2020a). A codebook of 124 codes was finalized.…”

Section: Resultsmentioning

confidence: 99%

Being/becoming professional online: Wayfinding through networked practices and digital experiences

Pasquini

Eaton

2020

New Media & Society

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Social media platforms and digital networks have enabled professionals to communicate with colleagues, disseminate information, and co-create knowledge. As the Internet has grown up and social networks have scaled, there is an increased awareness of the occupational impact of being online. Prior research in postsecondary education has examined the structure of social networks, imagined audiences online, openness of practice, and informational/communication patterns of academics. We conducted 92 semi-structured interviews with higher educational professionals beyond the faculty/academic role to understand motivations and challenges online. Participants shared how they navigate digital identity and contribute to networked practices in professional online communities. Multiple factors influence and impact the use of social media over time, specifically as professionals reflect on their digital presence, network affiliations, and informal learning opportunities. We identify seven networked practices: kinship in community, self-directed learning, digital norms, navigating context collapse, career advancement, reputation management, and risk versus reward assessment.

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“…Grâce à l'engagement dans la communauté, le participant devient membre d'une communauté de partage de connaissances orientée vers la construction de nouvelles connaissances et de sens, le partage d'expériences et de solutions à des problèmes réels. Pour rendre compte d'une enquête récente à ce sujet, Eaton et Pasquini (2020) détaillent une étude longitudinale de sept ans sur la façon dont les communautés de pratique en réseau étayent l'apprentissage professionnel et le développement des éducateurs postsecondaires. Les résultats sont centrés sur la nature organique et participative de la communauté, la structure de leadership partagée et la nature bidirectionnelle des relations en ligne et hors ligne telles qu'elles ont été affectées dans les communautés de pratique en réseau.…”

Section: Communauté De Pratique En Réseau Numériqueunclassified

Développement professionnel agentif et collaboratif des enseignants : communautés épistémiques via les réseaux sociaux en temps de crise

Impedovo

2021

Innover dans la tradition de Vygotsky

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Dans cet exposé, nous explorons les potentialités des réseaux sociaux pour le développement professionnel des enseignants dans une prospective d’agentivité. Le réseautage est une compétence clé dans les carrières professionnelles, soutenant l’apprentissage personnel et professionnel de l’individu, en particulier dans les situations de crise, de transformation personnelle et de changement social. À travers l'observation des groupes de réseaux sociaux (sur Facebook et Reddit) liée à la question du Covid-19 et l'exploration récente de la littérature pédagogique, nous voulons mettre en évidence comment les interactions des enseignants via internet peuvent faciliter le développement professionnel et collaboratif et soutenir un engagement épistémique collectif. La dimension collaborative et agentive exprimée dans l'interaction en ligne conduisant à discuter des implications sur le développement professionnel formel et informel. En fait, les réseaux sociaux peuvent être considérés comme des tiers espaces entre l'apprentissage formel et informel pour soutenir le développement professionnel, apportant également une connotation internationale et interculturelle. Certaines questions sont ouvertes sur les implications de l'engagement en ligne sur la formation initiale et continue des enseignants et sur l'impact des réseaux sociaux pour introduire des innovations dans les pratiques professionnelles et les communautés locales.

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Networked practices in higher education: A netnography of the #AcAdv chat community

Cited by 26 publications

References 31 publications

Investigation of customer churn insights and intelligence from social media: a netnographic research

Investigation of customer churn insights and intelligence from social media: a netnographic research

Being/becoming professional online: Wayfinding through networked practices and digital experiences

Développement professionnel agentif et collaboratif des enseignants : communautés épistémiques via les réseaux sociaux en temps de crise

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