Detecting customers knowledge from social media big data: toward an integrated methodological framework based on netnography and business analytics

Human capital in knowledge-based firms: Re-creating value post-pandemic

BACKGROUND/OBJECTIVE: In today’s volatile business environment, the competitive advantages of firms are temporary. The top management does not, and cannot, have all the answers to increasingly complex and rapidly changing problem situations facing their firms. Since the COVID-19 crisis, organizations have been under pressure to improve their knowledge management practices to continue creating value. Knowledge management capabilities are essential for business performance and competitive advantage. In order to ensure continuous value creation, we conducted research to identify various drivers and dimensions that were revitalized in the ongoing KM practices post-pandemic. METHODOLOGY: In this study, 81 research papers published between January 2010 and March 2022, have been examined from a knowledge management, human capital, and value creation perspective, aiming to understand how a firm can continue to create value before, during, and after the pandemic. RESULTS/CONCLUSION: Our review identifies critical factors in knowledge management and value creation and how companies generate value by leveraging KM during the COVID-19 pandemic. As a result of the research, the authors describe their findings in the form of a conceptual framework which deals with the various drivers and the factors within the KM architecture.

Bright and dark side of knowledge management practices in firms using information systems: examining different moderating impacts

Purpose

This research aims to find out the impact of knowledge sharing (KS) and knowledge hiding (KH) on employee creativity (EC) and eventually on firm innovativeness (FI). The study also investigates the moderating roles of incentive focus, preventive focus and enterprise social networking (ESN) adoption on EC and FI.

Design/methodology/approach

The study used an empirical research approach and created a research model using resource-based view theory and literature. The model was validated using the partial least squares structural equation modeling technique to analyze data from 347 respondents from Indian firms.

Findings

The authors found that there is a considerable moderating impact of all three moderators on EC and firms’ innovativeness. KS has a positive impact and KH has a negative impact on EC.

Research limitations/implications

Knowledge can be shared within a firm by using an ESN tool. KS is the brighter side of the knowledge management process, whereas KH is the darker side of it. The study presents insights into and prescriptions for the bright and dark sides of knowledge management. The study results also imply that the firm managers must try to properly integrate the knowledge acquired from various stakeholders such as institutions, customers, competitors and suppliers as well as to focus on the tacit, precious and distinctive knowledge helpful to sustain long-term relationships with the valued external sources. The study empirically validates the model with the respondents from Indian firms, and thus the proposed model cannot be generalized.

Originality/value

Few research studies have examined both the bright and dark sides of the knowledge management process. There is a growing interest among researchers and practitioners to explore these sides of the knowledge management process using information systems and knowledge risk. Moreover, the proposed theoretical model has a high explanative power that makes the model effective and unique.

Social media discussions about long-term care and the COVID-19 pandemic

With the proliferation of social media networks, online discussions can serve as a microcosm of the greater public opinion about key issues that affect society as a whole. Online discussions have been catalyzed by the COVID-19 pandemic and have magnified challenges experienced by older adults, health care professionals, and caregivers of long-term care (LTC) residents. Our main goal was to examine how online discussions and public perceptions about LTC practices have been impacted by the COVID-19 pandemic. We conducted a content analysis of Twitter posts about LTC to understand the nature of social media discussions regarding LTC practices prior to (March to June 2019) and following the declaration of the COVID-19 pandemic (March to June 2020). We found that a much greater number of Twitter posts about LTC was shared during the COVID-19 period than in the year prior. Multiple themes emerged from the data including highlighting concerns about LTC, providing information about LTC, and interventions and ideas for improving LTC conditions. The proportion of posts linked to several of these themes changed as a function of the pandemic. Unsurprisingly, one major new issue that emerged in 2020 is that users began discussing the shortcomings of infection control during the pandemic. Our findings suggest that increased public concern offers momentum for embarking on necessary changes to improve conditions in LTC.

The Value of Netnography for Research in HRD

This paper argues for recognition of Netnography as a necessary methodological innovation for HRD research, enabling the field to address emerging research questions and contribute to theory building at the intersection of technology, work and social life. The paper defines ‘netnography’ and introduces its key methodological underpinnings; illustrates its application and procedures; and considers its benefit to HRD research. We identify three opportunities where Netnography can deliver important advances to HRD theory and practice: investigating hard-to-access online work contexts, such as gig work and other forms of precarious working; exploring marginalised, ‘hidden’, or under-researched voices in online spaces; and extending knowledge of learning in hybrid work environments where physical and digital dimensions are intertwined. We conclude with a call to action by HRD scholars to take forward, and further develop, the Netnographic methodology to contribute to new and inclusive theorizing as a basis for advancements in HRD scholarship and practice.

Defining customer experiential knowledge and its dimensions: a conceptualization starting from a netnographic study of specialty coffee blogs

Purpose

This paper aims to develop a theoretical framework for the conceptualization of customer experiential knowledge (CEK) by logically combining its different dimensions into one coherent explanatory concept. Drawing on the integration of the literature on customer experience, customer knowledge management and customer insights acquisition, supported by adequate empirical evidence, the framework provides a systematic, comprehensive and accurate understanding of CEK which, could contribute to the identification of relevant customer experience insights useful for customer knowledge management.

Design/methodology/approach

The analysis follows an inductive/deductive interpretative approach and it is based on a netnography of specialty coffee bloggers’ narratives in relation to their sustainability practices.

Findings

The paper identifies the following six types of CEK: normative, subcultural, epicurean, transcendental, subcultural and symbolic. Accordingly, CEK is defined as the knowledge tacitly possessed by customers in relation to how they live their consumption experiences according to a body of heterogeneous socio-cultural contextual factors (ethos, norms and symbols) and subjective influences (emotions, ingenuity, instincts and senses) deeply embedded into the narrative of a consumption experience.

Originality/value

While CEK has been largely observed and acknowledged, it has not been yet adequately addressed by existing research. The provision of a conceptual definition of CEK which emphasizes its different dimensions will be of use to both academics and practitioners to better identify and categorize the different manifestations of CEK when undertaking empirical observations or managerial decisions.

How do polychronicity and interfunctional coordination affect the relationship between exploratory innovation and the quality of new product development?

Purpose

This paper aims to investigate the impact of exploratory innovation on the quality of new product development (NPD), and how do polychronicity of the top management team (TMT) and interfunctional coordination (IFC) moderate the above relationship.

Design/methodology/approach

The hypotheses were tested by the survey data of 210 Chinese enterprises. Hierarchical regression analyzes were used to test the hypotheses in this research.

Findings

The results indicate that exploratory innovation facilitates NPD quality. TMT polychronicity weakens the effect of exploratory innovation on NPD quality. IFC strengthens the effect of exploratory innovation on NPD quality.

Practical implications

This study provides managers with insight on the relationship between exploratory innovation and NPD quality. To improve NPD quality, managers should be paying more attention to exploratory innovation. Furthermore, this study helps managers to understand how the relationship changes with the increases of TMT polychronicity and IFC.

Originality/value

This study highlights the value of exploratory innovation in increasing NPD quality based on the knowledge-based view. By incorporating TMT polychronicity and IFC based on the attention-based view, it offers much richer understandings of how exploratory innovation affects NPD quality.

The Effectiveness of Social Media in the Dissemination of Knowledge About Pain in Dementia

Objectives

Traditional knowledge dissemination methods have been ineffective in leading to timely and widespread changes in clinical practice. Social media have the potential to reach broader audiences than more traditional methods that disseminate research findings. We evaluated the effectiveness of using social media to mobilize knowledge about pain in dementia.

Methods

We developed an online repository of evidence-based content (e.g., guidelines, assessment approaches) and a video about pain in dementia. The video was uploaded to YouTube, a video-sharing platform. We collaborated with stakeholder organizations on a 5-month social media campaign (#SeePainMoreClearly) on Twitter, a social networking site, to disseminate digital content about pain in dementia. The response to our initiatives was evaluated with Web and social media metrics, a video questionnaire, and a comparison of the extent of Twitter discussions about pain in dementia before and during the campaign period.

Results

Web metrics showed a great reach of the initiative: The #SeePainMoreClearly hashtag received more than 5,000,000 impressions and was used in 31 countries. The online repository was viewed by 1,218 individuals from 55 countries, and the video resulted in 51,000 views. Comparisons between the pre-campaign and campaign periods demonstrated a higher number of posts about pain in dementia during the campaign period.

Conclusion

The findings have implications for closing the knowledge-to-practice gap in dementia care through faster mobilization of scientific findings. Our campaign compares favorably with other health information dissemination initiatives. The methodologies used in the study could serve as a framework for the development of social media initiatives in other health disciplines.

Defining the big social data paradigm through a systematic literature review approach

Purpose

This study aims to investigate the Big Social Data (BSD) paradigm, which still lacks a clear and shared definition, and causes a lack of clarity and understanding about its beneficial opportunities for practitioners. In the knowledge management (KM) domain, a clear characterization of the BSD paradigm can lead to more effective and efficient KM strategies, processes and systems that leverage a huge amount of structured and unstructured data sources.

Design/methodology/approach

The study adopts a systematic literature review (SLR) methodology based on a mixed analysis approach (unsupervised machine learning and human-based) applied to 199 research articles on BSD topics extracted from Scopus and Web of Science. In particular, machine learning processing has been implemented by using topic extraction and hierarchical clustering techniques.

Findings

The paper provides a threefold contribution: a conceptualization and a consensual definition of the BSD paradigm through the identification of four key conceptual pillars (i.e. sources, properties, technology and value exploitation); a characterization of the taxonomy of BSD data type that extends previous works on this topic; a research agenda for future research studies on BSD and its applications along with a KM perspective.

Research limitations/implications

The main limits of the research rely on the list of articles considered for the literature review that could be enlarged by considering further sources (in addition to Scopus and Web of Science) and/or further languages (in addition to English) and/or further years (the review considers papers published until 2018). Research implications concern the development of a research agenda organized along with five thematic issues, which can feed future research to deepen the paradigm of BSD and explore linkages with the KM field.

Practical implications

Practical implications concern the usage of the proposed definition of BSD to purposefully design applications and services based on BSD in knowledge-intensive domains to generate value for citizens, individuals, companies and territories.

Originality/value

The original contribution concerns the definition of the big data social paradigm built through an SLR the combines machine learning processing and human-based processing. Moreover, the research agenda deriving from the study contributes to investigate the BSD paradigm in the wider domain of KM.

The Effects of Applying Privacy by Design to Preserve Privacy and Personal Data Protection in Mobile Cloud Computing: An Exploratory Study

Mobile cloud computing (MCC) is a domain that stemmed from advances in mobile technology and cloud computing. Although debate continues about the best strategies to preserve privacy and personal data protection in MCC, it is essential to explore the effects of applying privacy by design (PbD) to preserve privacy and personal data protection in MCC. PbD is a general philosophy that demonstrates privacy should not be overviewed as an afterthought, but rather as a first-class requirement in the design of IT systems. This study explores the effects of applying PbD to preserve privacy and personal data protection in MCC, and is focused on the privacy of personal data. In this exploration, a framework using PbD has been demonstrated, and seven hypotheses were formulated. Moreover, a survey was implemented where 386 responses were used to test the formulated hypotheses. The results of this study supported the perceived benefits, cues to action of PbD, and perceived threat are positively and directly related to privacy and personal data protection behavior in MCC. Moreover, the results supported that the perceived barriers are negatively and directly related to privacy and personal data protection behavior in MCC. Overall, the results support the utilization of PbD to preserve privacy and personal data protection in MCC and encourage the practitioners to utilize PbD to preserve privacy and personal data protection in MCC.

Challenges for developing health-care knowledge in the digital age

Purpose

Health-care knowledge is dispersed among different departments in a health care organization, which makes it difficult at times to provide quality care services to patients. Therefore, this study aims to identify the main challenges in adopting health information technology (HIT).

Design/methodology/approach

This study surveyed 148 stakeholders in 4 key categories [patients, health-care providers, United Arab Emirates (UAE) citizens and foresight experts] to identify the challenges they face in adopting health care technologies. Responses were analyzed using exploratory (EFA) and confirmatory factor analysis (CFA).

Findings

EFA revealed four key latent factors predicting resistance to HIT adoption, namely, organizational strategy (ORGS); technical barriers; readiness for big data and the internet of things (IoT); and orientation (ORI). ORGS accounted for the greatest amount of variance. CFA indicated that readiness for big data and the IoT was only moderately correlated with HIT adoption, but the other three factors were strongly correlated. Specific items relating to cost, the effectiveness and usability of the technology and the organization were strongly correlated with HIT adoption. These results indicate that, in addition to financial considerations, effective HIT adoption requires ensuring that technologies will be easy to implement to ensure their long-term use.

Research limitations/implications

The results indicate that readiness for big data and the IoT-related infrastructure poses a challenge to HIT adoption in the UAE context. Respondents believed that the infrastructure of big data can be helpful in more efficiently storing and sharing health-care information. On the technological side, respondents felt that they may experience a steep learning curve. Regarding ORI, stakeholders expected many more such initiatives from health-care providers to make it more knowledge-specific and proactive.

Practical implications

This study has implications for knowledge management in the health -care sector for information technologies. The HIT can help firms in creating a knowledge eco-system, which is not possible in a dispersed knowledge environment. The utilization of the knowledge base that emerged from the practices and data can help the health care sector to set new standards of information flow and other clinical services such as monitoring the self-health condition. The HIT can further influence the actions of the pharmaceutical and medical device industry.

Originality/value

This paper highlights the challenges in HIT adoption and the most prominent factors. The conceptual model was empirically tested after the collection of primary data from the UAE using stakeholder theory.

Customer knowledge management and smart tourism destinations: a framework for the smart management of the tourist experience – SMARTUR

Purpose

This paper aims to demonstrate how customer knowledge management (CKM) can assist destination management organizations (DMOs) in the smart management of the tourist experience to contribute to the creation of smart solutions and the promotion of smart tourism destinations (STDs). To accomplish it, a CKM conceptual framework aligned with smart tourism and composed of eight processes is developed to guide managers in this management.

Design/methodology/approach

This research adopts the design science research methodology and applies its steps. It was supported by a systematic integrative literature review on CKM models and frameworks and their main elements, as well as by semi-structured interviews with tourism specialists in the context of Santa Catarina, Brazil.

Findings

From the literature it appears that tourist experiences are customer knowledge essential to the improvement and innovation of tourism products and services, and that CKM, still little explored in this scenario, tends to contribute to the management of this crucial knowledge for smart tourism. The analyses and improvements to the structure developed by specialists show its applicability and contributions to the management of STD experiences.

Originality/value

This paper offers an original contribution to the integration of the theoretical constructs of CKM, tourist experience and STDs by showing how the CKM, from tourism experiences, technologies and social networks, can assist DMOs in the management of experiences and promotion of STDs.

Contribution to the Sustainability Challenges of the Food-Delivery Sector: Finding from the Deliveroo Italy Case Study

The food delivery sector is assuming increasing importance in the distribution of food products and meals as it is becoming an ordinary component of consumption habits. However, the growth of the sector has inevitably affected the demand for freight transport, especially in urban areas. The aim of this study was to investigate the main enabling factors affecting the adoption of sustainable strategies, among which the electro-mobility, in the food delivery sector and what obstacles to dissemination can be seen. Deliveroo s.r.l. was chosen as case study. Results show that Deliveroo undoubtedly represents a good example of sustainable logistics and the dissemination of good practices among the key players of the food delivery sector. However, if on the one hand there is a strong commitment on the part of Deliveroo to find solutions that encourage the use of these means, on the other hand, there is the need for a greater commitment on the part of the institutions to create infrastructure conditions that facilitate the diffusion of these means.