The impact of customer orientation on the quantity and quality of user-generated content

Yoo, Bosul; Katsumata, Sotaro; Ichikohji, Takeyasu

doi:10.1108/apjml-03-2018-0118

Cited by 18 publications

(13 citation statements)

References 80 publications

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“…Social media users may view posts, share experiences and other information regarding their interested brands (Liu et al, 2019;Jain et al, 2018) via their websites or apps. Social network services and online apps are one of the main aspects of today information technology Yoo et al, 2019).…”

Section: Introductionmentioning

confidence: 99%

Applying uses and gratifications theory to understand customer participation in social media brand communities

Kamboj

2019

APJML

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Purpose The purpose of this paper is to investigate how various gratifications obtained in the social media context affect customer participation, and its sequential effect on brand trust, brand commitment and word of mouth (WOM) in social media brand communities. Design/methodology/approach The data were collected from 352 respondents who used social media using a survey method. The data were assessed using AMOS with structural equation modeling. Findings The findings depicted that among all gratifications obtained in the social media context, information seeking, incentive and brand likeability strongly affect customer participation, which sequentially affect brand trust, commitment and WOM in social media brand communities. In the context of social media brand communities, brand trust partially mediates the relationship between customer participation and its two outcome variables (brand commitment and WOM). Originality/value The present paper contributes that theory of uses and gratifications has particular significance and supposed to be provided further importance in the field of social media. It also presents a vivid and rich understanding of why customers use social media and participate in social media brand communities.

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Section: Introductionmentioning

confidence: 99%

Applying uses and gratifications theory to understand customer participation in social media brand communities

Kamboj

2019

APJML

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“…In another context, maybe the type and frequency of emoticons would be distinct (Derks et al , 2007; Park et al , 2013). Similarly the social media platform used can affect the user-generated content (Yoo et al , 2019). There is also no reason to believe that adults should provide distinct results than a sample of adolescents.…”

Section: Discussionmentioning

confidence: 99%

What kind of emotions do emoticons communicate?

Brito

Torres

Fernandes

2019

APJML

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Purpose The purpose of this paper is to study the nature and concept of emoticons/emojis. Instead of taking for granted that these user-generated formats are necessarily emotional, we empirically assessed in what extent are they and the specificity of each one. Drawing on congruent mood state, valence core and emotion appraisal theories we expected a compatible statistical association between positive/negative/neutral emotional valence expressions and emoticons of similar valence. The positive emoticons were consistently associated with positive valence posts. Added to that analysis, 21 emotional categories were identified in posts and correlated with eight emoticons. Design/methodology/approach Two studies were used to address this question. The first study defined emoticon concept and interpreted their meaning highlighting their communication goals and anticipated effects. The link between emojis and emoticons was also obtained. Some emoticons types present more ambiguity than others. In the second study, three years of real and private (Facebook) posts from 82 adolescents were content analyzed and coded. Findings Only the neutral emoticons always matched neutral emotional categories found in the written interaction. Although the emoticon valence and emotional category congruence pattern was the rule, we also detected a combination of different valence emoticons types and emotion categories valence expressions. Apparently the connection between emoticon and emotion are not so obviously straightforward as the literature used to assume. The created objects designed to communicate emotions (emoticons) have their specific corresponding logic with the emotional tone of the message. Originality/value Theoretically, we discussed the emotional content of emoticons/emojis. Although this king of signals have an Asian origin and later borrowed from the western countries, their ambiguity and differing specificity have never been analyzed.

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“…Orientatasi pelanggan terlibat dalam modifikasi produk dan pengembangan produk secara keseluruhan Yoo et al (2019), menekan pada pemikiran yang ada tentang tujuan pelanggan sehingga dapat memberikan nilai tambah untuk memenuhi kebutuhan pelanggan Shin et al (2016). Ketika kebutuhan pelanggan berubah dengan cepat pada orientasi pelanggan memungkinkan perusahaan untuk mengenali perubahan ini, sering berinteraksi dengan pelanggan memungkinkan perusahaan untuk secara bertahap meningkatkan penawaran produk dan layanan yang ada dalam menanggapi umpan balik pelanggan (Newman et al, 2016).…”

Section: H1: Customer Orientation Berpengaruh Signifikan Positif Terhadap Innovation Hubungan Customer Orientation Terhadap Innovationunclassified

Analisa Pengaruh Customer Orientation, Competitor Orientation , Inter-Functional Coordination Terhadap Firm Performance Hotel Non Bintang Di Batam Dengan Inovasi Sebagai Variabel Intervening

Hasan¹,

Yandra²

2022

JAE

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Penelitian ini bertujuan untuk mengetahui pengaruh variabel customer orientation, competitor orientation, Inter-functional coordination terhadap Firm performance hotel non bintang di Kota Batam dengan inovasi sebagai variabel intervening. Teknik yang digunakan pada penelitian ini yaitu data primer dan objek penelitian ini karyawan beserta manager yang bekerja di hotel non bintang kota Batam, data yang telah dikumpulkan oleh penelitian adalah 95 reponden berdasarkan rumus rumus slovin sebagai acuan. Data yang diolah oleh peneliti yaitu menggunakan partial least square (PLS).Hasil yang didapatkan variabel customer orientation berpengaruh signifikan positif terhadap innovation, competitor orientation berpengaruh signifikan terhadap innovation, inter-functional coordination berpengaruh signifikan terhadap innovation, customer orientation berpengaruh tidak berpengaruh signifikan terhadap firm performance, competitor orientation tidak innovation berpengaruh signifikan terhadap firm performance, customer orientation berpengaruh tidak signifikan terhadap innovation sebagai variabel mediasi dengan firm performance,.Implikasi Teoritis yang berhubungan dengan customer orientation, competitor orientation, Inter-functional coordination terhadap Firm performance hotel non bintang di Kota Batam, innovation melalui peningkatan dimensinya akan mampu meningkatkan performance hotel non bintang di Kota Batam, dapat meningkatkan kepercayaan dan kesetian pelanggan.

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The impact of customer orientation on the quantity and quality of user-generated content

Cited by 18 publications

References 80 publications

Applying uses and gratifications theory to understand customer participation in social media brand communities

Applying uses and gratifications theory to understand customer participation in social media brand communities

What kind of emotions do emoticons communicate?

Analisa Pengaruh Customer Orientation, Competitor Orientation , Inter-Functional Coordination Terhadap Firm Performance Hotel Non Bintang Di Batam Dengan Inovasi Sebagai Variabel Intervening

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