Technological Impacts on Market Attitudes and Behaviors

Baines, Paul

doi:10.1002/mar.20993

Cited by 5 publications

(2 citation statements)

References 10 publications

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“…ANT provides a sociotechnical perspective on service failures or other intangible objects (Sarker et al, 2006 ) from which interactions between technology and human processes can be examined (Islam et al, 2019 ; Shim & Shin, 2019 ). In ANT, actors include both social and technical entities without making distinctions between the two (Baines, 2017 ; Islam et al, 2019 ; Sismondo, 2009 ). Walsham ( 1997 ) pointed out that ANT examines the motivations and actions of groups of actors who form elements, linked by associations, of heterogeneous networks of aligned interests.…”

Section: Theoretical Underpinningmentioning

confidence: 99%

Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective

Ozuem

Ranfagni

Willis

et al. 2021

Psychology and Marketing

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While the debate on online service failure and recovery strategies has been given considerable attention in the marketing and information systems literature, the evolving Covid‐19 pandemic has brought about new challenges both theoretically and empirically in the consumption landscape. To fully understand customers' responses to service failure during a crisis we asked 70 millennials from three European Countries—Italy, France, and the UK—to describe their responses to service failure during the Covid‐19 pandemic (30 completed a 4‐week diary and 40 completed a 4‐week qualitative survey). Drawing on phenomenological, constructivist, and hermeneutical approaches, and utilizing an actor–network theory perspective, the current study proposes a new framework for understanding customers' responses to online service failure and recovery strategies during the Covid‐19 pandemic. Conclusions highlight implications for theory, policy, and management practice through extending comprehensions of service failure recovery processes by examining how marketing policies generate different social impacts during a crisis situation which facilitate the achievement of customer satisfaction and positive outcomes.

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Section: Theoretical Underpinningmentioning

confidence: 99%

Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective

Ozuem

Ranfagni

Willis

et al. 2021

Psychology and Marketing

View full text Add to dashboard Cite

show abstract

“…This study further adopted the ANT conceptualization as described by Walsham (1997) who successfully applied the theory in investigating its implications in information systems development research. More specifically, ANT provides the framework for understanding of the social interactions between technology and human processes through the analysis of socio-technical perspectives (Baines, 2017;Bijker, Hughes, Pinch, & Douglas, 2012;Islam, et al, 2019;Shim & Shin, 2019). Creating body of allies, human and nonhuman, through a process of translating their interests to be aligned with the actor-network…”

Section: Theoretical Underpinningsmentioning

confidence: 99%

The Response of Tanzania Higher Learning Institutions to e- Learning during Covid-19 Pandemic

Mwakyusa

Ng`webeya

2022

EAJMBS

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This study examined how the Tanzanian Higher Learning Institutions (HLIs) responded to the e-learning implementation during the COVID-19 pandemic period. It employed the Actor Network Theory that informs the socio-technical interactions. The study employed an explorative case study design with qualitative techniques, involving a total of 13 participants from selected HLIs. A thematic analysis framework was used to analyze data. The study revealed that HLIs in Tanzania have partially implemented e-learning systems and there is limited use of e-learning technology among HLIs in Tanzania. The e-learning implementation is in terms of tuition fee payment, examination results, online learning and presentation of research proposals through mobile technologies and Zoom. It is important for the government to make more emphasis on development of e-learning policies which will increase participation, commitment and accountability in HLIs. It is also important for HLIs to redefine e-learning strategies and develop facilities that will enhance transformations in teaching and learning amidst the Covid 19 Pandemic. This requires good internet networks as well as availability of robust learning management systems. Furthermore, HLIs should establish collaboration with other learning institutions within and outside the country for sustainable e-learning outcomes.

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The other customer online revenge: A moderated mediation model of avenger expertise and message trustworthiness

Obeidat¹,

Alalwan²,

Baabdullah³

et al. 2022

Journal of Innovation & Knowledge

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Technological Impacts on Market Attitudes and Behaviors

Cited by 5 publications

References 10 publications

Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective

Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective

The Response of Tanzania Higher Learning Institutions to e- Learning during Covid-19 Pandemic

The other customer online revenge: A moderated mediation model of avenger expertise and message trustworthiness

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