Exploring the drivers of customer engagement behaviours in social network brand communities: towards a customer-learning model

Customer learning is regarded as a process that alters either individual cognition or the outcomes of socialisation. Understanding how the learning process works enables a brand firm to identify a customer’s latent needs. Prior studies have primarily focused on effectively positioning brand knowledge in the minds of customers, but that linear learning process does not apply to the interactive and proactive social media setting. Based on the uses and gratifications perspective, this study proposes a customer-learning model and analyses 373 online questionnaires using partial least squares structural equation modelling. The empirical results confirm that learning motivation and collaborative learning are two core components of customer learning that have positive influences on satisfaction, which in turn has a positive influence on customer engagement behaviours (CEBs) and loyalty. In addition, learning motivation is the driver of collaborative learning. Finally, CEBs also have a positive influence on loyalty. This study also concludes that the social network brand community is an informative customer-learning platform that is characterised by interactivity, collaborative learning and co-creation. Theoretical and managerial implications are also discussed.     

Development and validation of a scale measuring approaches to work‐related informal learning

Social approaches to work‐related informal learning, such as proactive feedback‐seeking, help‐seeking and information‐seeking, are important determinants of development in the workplace. Unfortunately, previous research has failed to clearly conceptualize these forms of learning and does not provide a validated and generally applicable measurement instrument. We set out to develop and validate such a scale measuring social approaches to work‐related informal learning. We collected data in four organizations in Austria and the Netherlands, with a total sample size of 895 employees. These data were used to conduct exploratory and confirmatory factor analyses, which showed four distinct factors: feedback‐seeking from the supervisor, feedback‐seeking from colleagues, help‐seeking and information‐seeking. In conclusion, the scale we developed is valid in a range of contexts and thus is an appropriate tool for research as well as human resource development practice.     

Employability enhancement through formal and informal learning: an empirical study among Dutch non‐academic university staff members

Although learning is generally perceived as a way to improve employees' current job performance, so far, no research has been conducted to explore the possible relationships between formal and informal learning, on the one hand, and employability, on the other. Though contemporary views stress the importance of the job as a powerful learning site, considerable research evidence underpinning these views is lacking. This paper goes into the impact of formal and informal learning upon employability. The influence of employee characteristics and organizational factors is also taken into account. An e‐questionnaire was used to collect data among 215 Dutch non‐academic university staff members. Our findings emphasize the necessity of Human Resource Development strategies that encompass a mix of formal and informal learning opportunities. In particular, participation in networks appears to be an important predictor for employability. With the outcomes of this study, we aim to contribute to the further development of theoretical insights regarding employability enhancement through learning possibilities embedded in the workplace. It seems that strategies that focus exclusively on enhancing informal on‐the‐job learning should not be encouraged. Our study is limited to one context and further research is required to investigate the generalizability of the findings to other occupations and/or countries.     

Measuring learning from others: The development and validation of the Proactive Social Informal Learning Questionnaire

The present study aims to develop, validate, and cross-validate an instrument measuring three proactive social informal learning activities, namely feedback seeking, help seeking and information seeking. Prior research mainly focused on detecting or measuring the frequency of these seeking behaviours and did not consider whether the information, help or feedback that has been sought was also used. Furthermore, although these seeking behaviours were studied extensively in different research fields, the current study takes a learning perspective and interprets feedback, help and information seeking as learning activities. The questionnaire was completed by a convenient sample of 650 professionals working in higher education, consultancy, retail and food production. We performed an exploratory factor analysis (N = 230 educators) to explore the structure of the questionnaire. This was followed by a confirmatory factor analysis (N = 230 educators) to confirm the structure. Finally, we cross-validated the questionnaire in a sample of business professionals (N = 190) by testing for measurement invariance. The final questionnaire resulted in a five-factor structure measuring the (1) Use of Feedback Seeking, (2) Frequency of Help and Information Seeking, (3) Use of Help seeking, (4) Use of Information Seeking and (5) Frequency of Feedback Seeking. The current study presents a preliminary, yet promising instrument that taps into proactive social informal learning.     

Self‐regulated learning in the workplace: strategies and factors in the attainment of learning goals

The research reported here is an exploratory qualitative study aimed at identifying professionals' self‐regulatory strategies underpinning the planning and attainment of learning goals in the workplace and showing how a number of organizational factors affect these strategies. The rationale for the study is that existing research tells us little about how professionals regulate their learning, largely because much of the literature on the self‐regulation of learning has been conducted with pupils and students in schools and universities rather than with professionals. Data were obtained through 29 semi‐structured interviews with professional employees in a company in the energy sector – including engineers, scientists and managers of various kinds – in 12 countries. Findings suggest that self‐regulatory learning practices in, from and for work are iterative and fluid rather than delineated into discrete stages as suggested by phase models of self‐regulation. There was little deliberate, systematic self‐reflection on learning in the workplaces studied. Learning goals were driven by short‐term work tasks and individuals' longer term development needs. Professionals draw extensively upon supervisors, mentors and colleagues when planning and attaining their learning goals. Formation of learning goals was constrained by individuals' perceptions of their career development potential and of how their progression potential is viewed by the organization in which they work.     

Formal and informal learning in the workplace: a research review

The radical economic, social and cultural changes experienced by the labour market within recent decades have helped to highlight the central role played by the learning process in individual career development and organizational success. In such fast‐moving working contexts, skills and competencies rapidly become outdated and need to be continuously implemented and empowered as a strategic factor for global competitiveness. Traditional models of learning both inside and outside of the workplace have become unable to explain the complexity of such a process, weaving between and overlapping formal and informal components. Starting with this premise, the aim of the present paper was to analyse the role of knowledge and experience as important learning frames, which allow the acquisition and development of competencies in the workplace. A human resource development perspective was adopted, aimed at reconciling both the organizational and individual stances implied in the process. The methodology of achieving this was to review the most recent literature on workplace learning, with a special focus on its formal and informal dimensions.     

Formal and informal sectors: is there any wage differential?

ABSTRACT

The main objective of this paper is to investigate if a wage difference exists between formal and informal sectors in the case of the Turkish labour market using a sample of wageworkers. To this end, we use data for 2004 and 2009 and a novel definition of the informal sector. On the methodological front, we adopt three alternative decomposition techniques, namely, the Oaxaca-Ransom [(1994). On discrimination and the decomposition of wage differentials. Journal of Econometrics, 61, 5–21] decomposition in the context of mean regression, the Machado and Mata [(2005). Counterfactual decomposition of changes in wage distributions using quantile regression. Journal of Applied Econometrics, 20(4), 445–465] decomposition in the quantile regression framework and the non-parametric decomposition method proposed by Nopo [(2008). Matching as a tool to decompose wage gap. The Review of Economics and Statistics, 90(2), 290–299]. The results reveal the existence of a wage gap between the two sectors. We found education and experience to be key determinants of earnings. The findings of this paper have implications for policies, which might be directed towards developing approaches with a focus on education and experience.     

Managers’ informal learning: a trait activation theory perspective

Research focusing on how individual differences and the work context influence informal learning is growing but incomplete. This study contributes to our understanding of the antecedents of informal learning by examining the relationships of goal orientation, job autonomy and training climate with informal learning. Based on trait activation theory, this study examines how job autonomy and training climate, two work context factors, affect the influence of individuals’ goal orientation on informal learning. The sample included managers from a national restaurant chain in the United states. Higher levels of learning goal orientation, job autonomy and a supportive training climate were found to result in more informal learning. Congruent with trait activation theory, training climate moderated the goal orientation‐informal learning relationship, but not in the expected direction for avoid goal orientation. Implications for future research and practice are discussed.     

EMU and Trade Revisited: Long‐Run Evidence Using Gravity Equations

In this paper, we present evidence of the long‐run effect of the euro on trade for the twelve initial EMU countries for the period 1967–2008 from a double perspective. First, we pool all the bilateral combinations of trade flows among the EMU countries in a panel cointegration gravity specification. Second, we estimate a gravity equation for each of the EMU members vis‐à‐vis the other eleven partners. We apply panel cointegration techniques based on factor models that account for cross‐dependence and structural breaks. Whereas the joint gravity equation provides evidence on the aggregate effect of the euro on intra‐European trade, by isolating the individual countries, we assess which of the member countries have obtained a larger benefit from the euro. The results show that the euro has had a positive though small effect on trade. Belgium and Luxembourg, France and Italy are the countries more benefited from the introduction of the euro. The effects for exports to third countries are in general more moderate, and, with the exception of Greece, there is no evidence of diversion effects.     

Machines augmenting entrepreneurs: Opportunities (and threats) at the Nexus of artificial intelligence and entrepreneurship

Artificial intelligence (AI) refers to machines that are trained to perform tasks associated with human intelligence, interpret external data, learn from that external data, and use that learning to flexibly adapt to tasks to achieve specific outcomes. This paper briefly explains AI and looks into the future to highlight some of AI's broader and longer-term societal implications. We propose that AI can be combined with entrepreneurship to represent a super tool. Scholars can research the nexus of AI and entrepreneurship to explore the possibilities of this potential AI-entrepreneurship super tool and hopefully direct its use to productive processes and outcomes. We focus on specific entrepreneurship topics that benefit from AI's augmentation potential and acknowledge implications for entrepreneurship's dark side. We hope this paper stimulates future research at the AI-entrepreneurship nexus.Executive summaryArtificial intelligence (AI) refers to machines that are trained to perform tasks associated with human intelligence, interpret external data, learn from that external data, and use that learning to flexibly adapt to tasks to achieve specific outcomes. Machine learning is the most common form of AI and largely relies on supervised learning—when the machine (i.e., AI) is trained with labels applied by humans. Deep learning and adversarial learning involve training on unlabeled data, or when the machine (via its algorithms) clusters data to reveal underlying patterns.AI is simply a tool. Entrepreneurship is also simply a tool. How they are combined and used will determine their impact on humanity. While researchers have independently developed a greater understanding of entrepreneurship and AI, these two streams of research have primarily run in parallel. To indicate the scope of current and future AI, we provide examples of AI (at different levels of development) for four sectors—customer service, financial, healthcare, and tertiary education. Indeed, experts from industry research and consulting firms suggest many AI-related business opportunities for entrepreneurs to pursue.Further, we elaborate on several of these opportunities, including opportunities to (1) capitalize on the “feeling economy,” (2) redistribute occupational skills in the economy, (3) develop and use new governance mechanisms, (4) keep humans in the loop (i.e., humans as part of the decision making process), (5) expand the role of humans in developing AI systems, and (6) expand the purposes of AI as a tool. After discussing the range of business opportunities that experts suggest will prevail in the economy with AI, we discuss how entrepreneurs can use AI as a tool to help them increase their chances of entrepreneurial success. We focus on four up-and-coming areas for entrepreneurship research: a more interaction-based perspective of (potential) entrepreneurial opportunities, a more activities-based micro-foundation approach to entrepreneurial action, a more cognitively hot perspective of entrepreneurial decision making and action, and a more compassionate and prosocial role of entrepreneurial action. As we discuss each topic, we also suggest opportunities to design an AI system (i.e., entrepreneurs as potential AI designers) to help entrepreneurs (i.e., entrepreneurs as AI users).AI is an exciting development in the technology world. How it transforms markets and societies depends in large part on entrepreneurs. Entrepreneurs can use AI to augment their decisions and actions in pursuing potential opportunities for productive gains. Thus, we discuss entrepreneurs' most critical tasks in developing and managing AI and explore some of the dark-side aspects of AI. Scholars also have a role to play in how entrepreneurs use AI, but this role requires the hard work of theory building, theory elaboration, theory testing, and empirical theorizing. We offer some AI topics that we hope future entrepreneurship research will explore. We hope this paper encourages scholars to consider research at the nexus of AI and entrepreneurship.     

Light‐Touch Integration of Chinese Cross‐Border M&A: The Influences of Culture and Absorptive Capacity

As a major entry mode of global strategy of Chinese MNCs, Chinese cross‐border merger and acquisition (M&A) is still a less understood phenomenon, in particular the post acquisition phase. This study contributes to this rising, important and interesting phenomenon utilizing an explorative research method. By integrating synergy potential, culture influences and the learning perspective, we suggest a multilevel perspective in understanding Chinese cross‐border M&A. A novel post acquisition integration approach, namely light‐touch integration, is investigated, and supported by newly assembled empirical evidence in the context of Chinese M&A in Germany. Light‐touch integration essentially synthesizes the preservation and symbiosis integration approaches due to the contextual characteristics of Chinese cross‐border M&A, such as cultural influences and the learning perspective. Understanding the cultural and learning influences can facilitate and smooth the activities involved in the post acquisition phase. The light‐touch integration approach offers ample opportunities for joint collaborations between and mutual benefits for acquiring firms, acquired targets and third party organizations. © 2013 Wiley Periodicals, Inc.     

Public Policies on Corporate Social Responsibility: The Role of Governments in Europe

Over the last decade, Corporate Social Responsibility (CSR) has been defined first as a concept whereby companies decide voluntarily to contribute to a better society and cleaner environment and, second, as a process by which companies manage their relationship␣with stakeholders (European Commission, 2001. Nowadays, CSR has become a priority issue on governments’ agendas. This has changed governments’ capacity to act and impact on social and environmental issues in their relationship with companies, but has also affected the framework in which CSR public policies are designed: governments are incorporating multi-stakeholder strategies. This article analyzes the CSR public policies in European advanced democracies, and more specifically the EU-15 countries, and provides explanatory keys on how governments have understood, designed and implemented their CSR public policies. The analysis has entailed the classification of CSR public policies taking into consideration the actor to which the governments’ policies were addressed. This approach to the analysis of CSR public policies in the EU-15 countries leads us to observe coinciding lines of action among the different countries analyzed, which has enabled us to propose a ‹four ideal’ typology model for governmental action on CSR in Europe: Partnership, Business in the Community, Sustainability, and Citizenship, and Agora. The main contribution of this article is to propose an analytical framework to analyze CSR public policies, which provide a perspective on the relationships between governments, businesses, and civil society stakeholders, and enable us to incorporate the analysis of CSR public policies into a broader approach focused on social governance. Laura Albareda is currently a Research Fellow at the Institute for Social Innovation, ESADE, Universidad Ramon Llull-URL. She is principal researcher and manager of the Observatory on Socially Responsible Investment in Spain. Her areas of research and academic interest are Corporate Social Responsibility, Business Ethics, Global Governance and Public Authorites, Governments and Public Policies on Corporate Social Responsibility and Socially Responsible Investment. Josep M. Lozano is currently Professor & Senior Researcher at the Institute for Social Innovation, ESADE Business School (URL). He is Co-founder of ética, Economía y Dirección (Spanish branch of the EBEN) and member of the editorial board of Ethical Perspectives and Society and Business Review. He was member of the Catalan Government’s Commission on Values, and is member of the Spanish Ministry of Employment and Social Affairs’ Commission of Experts on CSR. He has been a highly commended runner-up in the European Faculty Pioneer Awards of the Beyond Grey Pinstripes and is author of Ethics and Organizations. Understanding Business Ethics as a Learning Process (Kluwer). Tamyko Ysa is an Assistant Professor of the Institute of Public Management, and the Department of Business Policy at ESADE. Her areas of interest are the management of partnerships and their impact on the creation of public value; the design, implementation and evaluation of public policies, and the relations between companies and governments. She is the Principal Researcher of the Research Group for Leadership and Innovation in Public Management (GLIGP). She is coauthor of Governments and Corporate Social Responsibility (Palgrave MacMillan).     

‘Consuming Responsibility: The Search for Value at Laskarina Holidays’

This paper provides an alternative theoretical conceptualisation of corporate social responsibility (CSR) in order to further our understanding of prosocial organisational behaviour. We argue that consumption provides a perspective that enables theorists to escape the confines of existing CSR literature. In our view the organisation is re-imagined as an arena of consumption where employees are engaged in a quest for value, constructing and confirming their identities as consumers. Using the award-winning tour operator Laskarina Holidays as an illustrative case, it is suggested that CSR can provide combinations of functional, social, emotional, epistemic and conditional value. This new perspective on CSR facilitates the coexistence of a plurality of values that are relativistically constructed and narrativised by organisational stakeholders. Our consumption paradigm provides a thought provoking means of reconciling divergent perspectives and encourages further interdisciplinary research. We argue that future research should begin, not by asking the question of why organisations assume responsibility, but by contemplating the notion of why organisations consume responsibility.     

A Three Country Comparative Analysis of Managerial CSR Perspectives: Insights From Lebanon,Syria and Jordan

Corporate social responsibility (CSR) is a concept that has acquired a new resonance in the global economy. With the advent of globalization, managers in different contexts have been exposed to the notion of CSR and are being pressured to adopt CSR initiatives. Yet, in view of vastly differing national cultures and institutional realities, mixed orientations to CSR continue to be salient in different contexts, oscillating between the classical perspective which considers CSR as a burden on competitiveness and the modern perspective that views CSR as instrumental for business success. Capitalizing on the two-dimensional CSR model developed by Quazi and O’Brien (Journal of Business Ethics 25, 33–51, 2000), this article assesses managerial perspectives towards CSR in three neighboring Middle Eastern countries (Lebanon, Syria and Jordan) through an empirical study involving 333 managers. The findings lend support to the Quazi and O’Brien model (2000), suggesting some commonalities in CSR orientations as well as minor divergences. The findings are discussed and cross-cultural implications drawn accordingly.     

Do Target Groups Appreciate Being Targeted? An Exploration of Healthy Eating Policy Acceptance

The impact of healthy eating policies falls behind policy maker’s expectations. Better targeting and stakeholder support should improve their effectiveness. The research aims to identify whether a target group (the group impacted by the policy measure) is characterised by higher acceptance levels or not. Acceptance among citizens from the target was compared to a matching non-target group, based on data from an online survey on citizens’ support of healthy eating policies conducted among 3003 adult respondents from five European countries (Belgium, Denmark, Italy, Poland, UK). The policies explored were bans of advertising to children or school vending machines, school meal regulations, education campaigns at schools and workplaces, menu nutrition information and food labelling, price subsidies for healthy food, and accessibility measures for the elderly. It was found that target groups showed more support than others for four policies: parents were more supportive of vending machine bans in schools and workers eating out at lunch of education campaigns at workplaces, food labelling was more supported by those considering nutrition content in food purchase, and price subsidies for healthy food more supported by respondents in financial difficulties. However, parents were less supportive of school education campaigns, and the pattern of support through the target group differed by country. It is concluded that members of the target group tend to, but are not per se especially supportive of healthy eating policy measures concerning themselves or their children, and there are great country differences. Acceptance of policies should be surveyed per target group and country in advance of implementation. In the case of lack in acceptance, further exploration of the barriers should be conducted so that the benefit of the policy can be more effectively communicated, assuming that this increases stakeholder cooperation and favourable peer influence.     

Antecedents and characteristics of informal relation-based networks in Korea: Yongo,Yonjul and Inmaek

Although there has been a large amount written about Chinese Guanxi networks, a detailed debate concerning Korean informal relation-based networks is by comparison under-represented in the international business literature. This paper introduces and distinguishes between three forms of informal relation-based networks in Korea: (1) Yongo, (2) Yonjul and (3) Inmaek. Inmaek describes a social network in general, while Yongo networks draw primarily on existing kinship-, university/school- and regional origin-based ties. Contrary to Yongo ties, Yonjul ties exist for a purpose, often to secure personal gains and benefits. In all three forms, kinship-, university/school- and regional origin-based ties play primary, but not exclusive, roles. A better understanding of Korean informal relation-based networks helps contribute to the advancement of knowledge about the anatomy of informal institution, as well as to the growing field of indigenous management research, by identifying and analysing an influential contextual factor in Korea. In addition, it underlines important implications for management practices in Korea.     

The relative importance of specific self‐efficacy sources in pretraining self‐efficacy beliefs

Self‐efficacy is clearly important for learning. Research identifying the most important sources of self‐efficacy beliefs, however, has been somewhat limited to date in that different disciplines focus largely on different sources of self‐efficacy. Whereas education researchers focus on Bandura's original sources of enactive mastery, vicarious experience, verbal persuasion and negative emotional arousal, organizational researchers focus on learning, performance prove and performance avoid achievement goal orientations. To date, however, little research has examined the importance of a specific set of self‐efficacy sources after fully accounting for the influence of other sources. Data were obtained from 278 adult trainees who completed online Microsoft Excel training. Results suggest that once accounting for achievement goal orientation, Bandura's sources of vicarious experience and negative emotional arousal are still important contributors to pretraining self‐efficacy beliefs. As such, organizations seeking to maximize training effectiveness may wish to consider pretraining interventions simultaneously targeting achievement goal orientation, vicarious experience and negative emotional arousal.     

Jumping from Springboard? The Role of Marginal Cultural Distance in Cross‐Border M&A Deal Completion

This article extends understanding of the cultural experience of a firm in a host culture as a mechanism to reduce cultural distances. Integrating organizational learning theory with cultural friction perspective, this study proposes that cultural experience of a focal firm is a unique, firm‐specific advantage. Time spent in a particular culture causes cultural friction that diminishes the cultural differences for the focal firm at the margin, which we term marginal cultural distance (MCD). Emphasizing the importance of learning from cross‐border acquisitions for firms from emerging markets, we propose that compared to country‐level cultural distance scores, MCD is a better predictor of the likelihood of cross‐border deal completion. © 2015 Wiley Periodicals, Inc.     

Understanding frame‐of‐reference training success: a social learning theory perspective

Employing the social learning theory (SLT) perspective on training, we analysed the effects of alternative frame‐of‐reference (FOR) training protocols on various criteria of training effectiveness. Undergraduate participants (N = 65) were randomly assigned to one of four FOR training conditions and a control condition. Training effectiveness was determined via trainee reactions, learning and rating accuracy. The results partially supported the study hypotheses: compared to the control group, the more comprehensive FOR training conditions evidenced: (1) significantly higher rating accuracy; (2) significantly higher levels of learning; and (3) more favorable reactions to the training. The discussion focuses on the implications of the results for protocol development when designing FOR training programs.     

The Indirect Impact of Price Deals on Households’ Purchase Decisions Through the Formation of Expected Future Prices

We examine the indirect impact of price deals, which occurs through the formation of expected future prices, on households’ purchase decisions. Two competing learning processes of households’ formation of expected future deals that lead to opposite predictions are proposed. Under a deal-probability learning process, a current deal on a brand raises households’ expectations of a deal on the same brand in the immediate future, while under a deal-timing learning process, a current deal on a brand lowers households’ expectations of a deal on the same brand. We embed each learning specification within a comprehensive econometric framework that simultaneously examines three purchase decisions – incidence, brand choice and quantity – at the household level, while explicitly correcting for two sources of selectivity bias in discrete quantity outcomes. We estimate the proposed model using scanner panel data on paper towels, and find that (1) the deal-probability learning process better describes how households incorporate the deal information into the formation of future price expectations compared to the deal-timing learning process; (2) the indirect impact of price deals is greater for brand-loyals than for brand-switchers; (3) the indirect impact of price deals is greater for larger families, heavy users, less educated and less employed households, and infrequent shoppers. We also show that ignoring the indirect impact of price deals severely overstates the sales effects.