The use of social media in sales: Individual and organizational antecedents,and the role of customer engagement in social media

There is recognition that social media can benefit personal selling and sales management, especially in the B2B context. This research draws on interactional psychology theory to propose and test a model of usage of social media in sales, analyzing individual, organizational, and customer-related factors. We find that organizational competence and commitment with social media are key determinants of social media usage in sales, as well as individual commitment. Customer engagement with social media also predicts social media usage in sales, both directly and (mostly) through the individual and organizational factors analyzed, especially organizational competence and commitment. Finally, we find evidence of synergistic effects between individual competence and commitment, which is not found at the organizational level. We conduct multiple regression analysis of data obtained by surveying 220 sales executives in the United States.     

The antecedents and outcome of control in IJVs: A control gap framework

Plenty of researchers have explored the relationship between parent firm control and international joint venture (IJV) performance. However, the conclusions of these researchers are inconsistent. Some studies suggest that total control from foreign parent firms produces better outcomes, while other studies consider that shared control or split control structures result in higher IJV performance. All of these studies argue that a parent firm’s control over an IJV would influence the performance of the IJV. This paper contributes to these debates by exploring the control gap, that is, the difference between desired control and exercised control of a parent firm. Evidence from 80 IJVs in Taiwan indicates that control gaps in the areas of manufacturing, financial, and human resource management have negative impacts on IJV performance. Empirical results also show that the level of a parent firm’s resource contribution to an IJV positively influences the parent firm’s desired control. The extent of a parent firm’s learning intent in marketing and R&D management is also positively linked with the degree of control desired by the parent firm. These findings provide important implications for the study of control structure in IJV management.     

B2B SME management of antecedents to the application of social media

This paper elucidates how business-to-business (B2B) small and medium-sized enterprises (SMEs) can manage antecedents to the application of social media for potential contributions to their business. This in-depth qualitative research study was conducted at four plastic-producing SMEs from October 2013 to October 2014, with follow-up interviews in October 2015.The findings reveal two important antecedents to the application of social media that overcome the gap between acknowledging the usefulness of social media and its actual limited application in practical B2B contexts. First, open collaborative business model innovation is needed to apply social media in local business processes. Second, central and distributed leadership must be integrated to create ownership and responsibility across the SME organisation and beyond to customers and partners. These findings differ from the social media application stages and the gaps between them identified in the previous literature. The developed model makes a contribution to the B2B SME field and to academia by recognising the importance of integrating critical antecedents before social media application can enhance business in B2B SMEs. This understanding is beneficial for the B2B SMEs and for society.     

Perspectives on social media ant its use by key account managers

Social media has recently received increased attention from practitioners and academics. Although social media helps build relationships, no academic study to date has investigated the use of social media by key account managers, although building and developing relationships with key customers are at the core of these managers' expertise. This research contributes to building the first level of understanding of how key account managers use social media and the major issues. To address this topic, we perform a qualitative research study using the grounded theory methodology. We present a model of key account managers' use of social media derived from our empirical data and relate it to a key customer engagement model.     

Paradoxical implications of personal social media use for work

New information and communication technologies can have paradoxical implications: they may be liberating and constraining at the same time. This field study examines the direct implications of personal social media use for work on employees’ autonomy and work pressure, and the indirect effects on exhaustion and work engagement. A total of 364 employees of three large multinationals responded to a web‐based survey. Results demonstrate the presence of a paradox, as social media for work is associated positively with both autonomy and work pressure. SNS use has indirect effects on exhaustion and engagement through autonomy, and on exhaustion through work pressure, but not on engagement through work pressure. Furthermore, one's responsiveness to colleagues’ communication decreases the relation between use and autonomy, although not between use and work pressure. Overall, employees seem more likely to be burdened by the use of social media for work than benefit from it, but managing one's responsiveness can help.     

Union use of social media: a study of the University and College Union on Twitter

The importance of the Internet to trade unionism has not gone unnoticed by academics, and while many have perceived the need for unions to engage in social media, there has not been any study of how unions use social media. This paper provides a systematic examination of union social media use in terms of method, scope and content. The University and College Union (UCU) Twitter account was used as a case study. Tweets (n = 1,615) were collected over a four‐month period (January 1–April 30, 2014) from the official UCU account with followers (n = 12,301) also categorised to determine who is listening. Findings are discussed with reference to earlier debates on union use of the Internet. We find that while UCU has moved with technological developments by using Twitter, the content of the union's messages remain in line with traditional union communication, and the engagement opportunities of social media are underutilised.     

Psychological contract breach's antecedents and outcomes in salespeople: The roles of psychological climate,job attitudes,and turnover intention

Salespeople develop expectations of their organization based on actual and perceived promises. When the organization does not fulfill these promises, psychological contract breach occurs. This study investigates the association between psychological climate aspects, psychological contract breach, job attitudes (job satisfaction and organizational commitment), and turnover intention in salespeople. Using a sample of 308 respondents, results indicate that (1) psychological climate dimensions of autonomy, involvement, performance feedback, and clarity of organizational goals affect psychological contract breach, (2) psychological contract breach mediates the impact of autonomy, involvement, performance feedback, and clarity of organizational goals on job attitudes, and (3) job attitudes mediate the impact of psychological contract breach on turnover intention. Findings support psychological contract breach as a critical framework for understanding salesperson–employer relationships.     

Hybrid social media: employees’ use of a boundary‐spanning technology

Improved employee collaboration and communication can be facilitated by social technologies that extend within and beyond organisations. These social technologies have increasingly come to be represented by social media sites, which are used to extend workplace relationships across personal and professional boundaries in a hybrid role. This presents opportunities and risks as those boundaries are collapsed. Using boundary management as a theoretical lens, we evaluate the associations of relationship initiation between colleagues at different levels of organisations with employees’ strategies and their well‐being. We also investigate relationships with social media usage, age and propensity to self‐monitor and group employees using cluster analysis. We consider implications of our findings for developing more sophisticated policies, training and guidance for employees on the use of social media as a workplace tool.     

Brand innovation and social media: Knowledge acquisition from social media,market orientation,and the moderating role of social media strategic capability

The study examines the relationships between knowledge acquisition from social media, two forms of market orientation (proactive and reactive), social media strategic capability, and brand innovation strategy in the context of China's online technology industry. Analysis of 357 online technology ventures, created during the past 6 years, suggests that brand innovation is affected by both knowledge acquisition from social media and market orientation. Social media strategic capability positively affects brand innovation and acts as a moderator between knowledge acquisition, market orientation, and brand innovation. It further enhances both types of market orientations in achieving brand innovation, suggesting that on social media, customer's needs, both expressed and latent (or unexpressed), can be identified more comprehensively than that of the traditional setting. Hence, the context of social media provides a different set of rules for competition and strategic behavior, in which online technology ventures should note. Implications are useful to improve the current understanding of social media brand innovation strategy, here in China's dynamic social media scene.     

Determinants of social media adoption by B2B organizations

This study contributes to the current dearth of knowledge on the potential of social media as a marketing tool in industrial settings, by focusing on factors that determine social media adoption by B2B organizations. A conceptual model, which draws on the technology acceptance model and resource-based theory, is developed and tested using quantitative data from B2B organizations in the UK. Findings suggest that perceived usefulness of social media within B2B organizational contexts is determined by image, perceived ease of use and perceived barriers. Additionally, the results show that adoption of social media is significantly affected by organizational innovativeness and perceived usefulness. The moderating role of organizational innovativeness is also tested but no support is found. The findings of the study are further validated via nine qualitative interviews with B2B senior managers, yielding additional interesting and in-depth insights into the drivers of social media adoption by B2B organizations.     

Tensions and ties in social media networks: Towards a model of understanding business relationship development and business performance enhancement through the use of LinkedIn

The era of social media networks has created significant opportunities for business relationship development yet there exists a paucity of research in this area. To address this, this paper identifies four key tensions within the current literature: relational versus transactional exchanges, emergent versus strategic social media network development, the pace of social media network formation versus the development of trust, and the notions of sharing and reciprocity versus competitive advantage. This study draws on the principles of netnography, incorporating data from 554 LinkedIn group interactions and 12 interviews with professionals in one global industry to provide insight into business relationship development stemming from one social media network. Significant contributions to theoretical and practical knowledge are made through the recognition of tensions in the literature, the application of the notion of Granovetter's ties to a contemporary context and the novel use of netnography. Furthermore, the resultant model conceptualises the use of social media networking in building networks and relationships which lead to new business and enhance business performance.     

Enacting the internet and social media on the public sector's frontline

Recognising their growing role in public services, this article draws on the notion of ‘enactment’ to argue that the internet and social media (I&SM) need to be understood in particular institutional, organisational and social contexts. Focusing on street‐level bureaucrats who deliver frontline services, we explore efforts to integrate I&SM into youth work with clients who are thought to be ‘digitally savvy’ but also in need of protection from the ‘online world’. As clients can be vulnerable and trust is a key relational component, organisation–practitioner–client boundaries are complex and under continuous renegotiation. However, the layering of new virtual channels of interaction adds extra complexity. This change necessitates the development of innovative routines, practices and protocols, but these are being developed in a wider social context where the norms of using social media have not caught up with practice and the use of these tools is still often surrounded by moral panic.     

An interdisciplinary approach to assessing the characteristics and sales potential of modern salespeople

Technology is becoming increasingly pervasive in industrial markets. So too are the necessary attributes of salespeople in this context changing, to require not only the typical selling skills of persuasion and tact, and the interpersonal skills usually considered relevant in consumer markets, but also the technical skills associated with technology transfer. The research reported here investigates these three aspects, and measures their influence on actual sales performance in a business-to-business context.     

Towards unions 2.0: rethinking the audience of social media engagement

This paper aims to examine how trade union members perceive opportunities for online engagement and what the differences are between traditional and online audiences. The empirical work is based on a survey of members of a Greek union in the banking sector. The findings outline the characteristics of an audience that is likely to support information sharing and networking activities on the web. For this audience, traditional levels of loyalty and union participation were not strongly related with perceptions about the union's online presence. Instead, Internet skills and experiences had a dominant effect. The implications of this study suggest that trade unions have to actively seek knowledge about the characteristics of their new audience and adapt communications strategies accordingly.     

Lifestyles and the use of new media technology in urban China

Research in adoption of new mediatechnologies for social identity and its relationship to lifestyle has received little attention. The purpose of thisstudy is to link consumers’ lifestyle orientation and media use to the adoption behavior of new media technologies in urban China. Key findings indicate that (1) lifestyles significantly affect innovativeness; (2) the upscale socioecono-mic profile of earlier adopters was consistent with early research; and (3) adoption of certain new media technologies appeared to project certain social identities such as ‘life expansionists’, ‘sophisticated and fashionable’,and ‘pleasurable and enjoyable’. The results have important implications for marketing managers and media planners.     

Examining the antecedents and consequences of green product innovation

As an important part of social innovation, green product innovation (GPI) is widely regarded as a beneficial strategy for firms to achieve sustainable success. While the way to effectively leverage GPI has not been fully invested. To address this lack, this study examines the antecedent role of inter-organizational control mechanism by investigating the nature of the interplay between formal control and social control in relation to green supply chain collaboration. In addition, we probe the impact of GPI on firm triple bottom line due to the inconsistent results in existing literature. Based on a sample of 239 senior managers and directors in the Chinese manufacturing industry, we test the hypotheses through moderated structural equations modelling. The results show that formal control and social control should be applied as complements in promoting GPI, while only working on Moreover, enhance the awareness and adoption of GPI stimulates better environmental performance and social performance as a result. The relationship between GPI and financial performance is mediated by both environmental and social performance. Our findings will help B2B participants understand the GPI and potential sustainable, social and economic outcomes, and support them formulate more effective control mechanism strategies.     

A critique of knowledge management: using a social constructionist model

There is a increasing interest in the area of knowledge management. Few studies exist which are holistic and seek to cover knowledge management as an emerging paradigm which embraces both theory and practice.
This article describes such a study, throughout the article a critical perspective is adopted and applied to Knowledge Management.     

Unveiling the role of risk-taking in innovation: antecedents and effects

This study addresses innovation development with a focus on risk-taking, widely considered a relevant driver for the exploration and exploitation of new ideas. The study empirically examines the effects of risk-taking propensity on innovation performance and its antecedents. We consider the role of several key antecedents related to the organizational structure and the activities of firms aimed at encouraging employees to take risks in innovation. We performed an empirical survey within a global and innovation-oriented Swedish company to test our hypotheses. Correlation and linear regression analyses were used to analyze the collected data. The results highlight the significant effect of risk-taking on innovation performance and show that the availability of organizational resources, innovation support activities, clear innovation goals, and collaboration have a significant positive effect on risk-taking. However, contrary to the hypothesis, well-established innovation processes have a significant but negative effect on risk-taking and innovation performance. This study contributes to existing knowledge on the role of risk-taking for innovation, providing insights into designing organizational contexts that encourage an appropriate risk appetite in employees.     

Exploring the characteristics of the market-driven firms and antecedents to sustained competitive advantage

During the last few decades, identifying and examining the characteristics of market-driven firms have been a dominant theme in strategic marketing research. It has been argued that market-driven firms are superior in their market sensing and customer linking capabilities, enabling market-driven firms to outperform their competitors. This paper reports the findings of a study that examines the role market-focused learning capability and marketing capability in innovation-based competitive strategy on sustainable competitive advantage. The findings indicate that entrepreneurship is an important factor in sustained competitive advantage (SCA) and while market-focused learning capability leads to higher degrees of innovation, marketing capability enables SCA.