Speak to head and heart: The effects of linguistic features on B2B brand engagement on social media

Brand engagement on social media increasingly draws B2B brands' attention as it may produce positive WOM and bring branding and financial benefits. However, B2B marketers face challenges in creating compelling brand posts on social media. Beyond ‘knowing what to post’, what is even more challenging for B2B marketers is a lack of knowledge of ‘knowing how to communicate’, i.e., knowing how to design the non-informational cues in brand posts to stimulate brand engagement and generate social media WOM. This research makes initial attempts to address this gap by investigating the impacts of post language on B2B brand engagement on social media. Building on the model of B2B effective communication and theories in linguistics, we identify six linguistic features (i.e., post length, language complexity, visual complexity, emotional cues, interpersonal cues, and multimodal cues in rich media) that influence brand engagement, captured using Twitter likes and retweets. Through analyzing 229,272 tweets collected from 156 B2B brands in 10 industries, we found that, in general, linguistic features that facilitate the central or peripheral route processing will have positive effects, while those that hinder the processing will have negative impacts on brand engagement. This research contributes to our knowledge of B2B social media communication by revealing the power of brand language in driving brand engagement and introducing linguistics as a valuable conceptual lens for maximizing the benefits of B2B marketing content on social media. This research also highlights the interpretative nature of social media communication – B2B brands must go beyond the content purpose and strategy decisions to consider the specific language use and communication style of the message.     

Management of Scientific Staff at the Harwell Laboratory of the U. K. Atomic Energy Authority

Harwell's primary role. is to serve as the main research laboratory supporting the U. K. nuclear power development programme; in addition it undertakes research and development outside of the nuclear field for Government and industrial customers. Overall, there is the need to manage a very large number of separate and often disparate items of work and to ensure effective communication with senior managers of the nuclear power programme and with commercial customers on allocation of resources and technical progress. This is done through a version of "matrix management". A large proportion of the technical, commercial and staff management decisions are devolved within Harwell's matrix organisation where teams of staff required for particular items of R & D are formed by arrangements agreed locally between the two axes of the matrix. The smaller groupings of staff created in the matrix are important in providing environments where good staff management practices can be established and where a team spirit aids motivation and technical initiative.     

B2B social media semantics: Analysing multimodal online meanings in marketing conversations

There are theoretical and methodological gaps in the B2B social media marketing communications literature. As a consequence, there is a need for new approaches that provide a comprehensive understanding of how B2B online marketing posts create virtual conversations and the types of meanings these linked communication events construct and convey, particularly as these message are often distributed across multiple social media platforms. This paper presents a Social Semiotic Multimodal (SSMM) framework that attempts to address shortfalls in theory and method conceptualisation of social media communications. This framework employs multimodal extensions to systemic functional linguistics enabling it to be applying to analysing non-language as well as language constituents of social media messages. Furthermore the framework also utilises expansion theory to identify, categorise and analyse various marketing communication resources associated with marketing messages and also to reveal how conversations are chained together to form extended online marketing conversations. This semantic approach is exemplified using a Fairtrade Australia B2B case study demonstrating how marketing conversations can be mapped and analysed. The framework emphasises the importance of acknowledging the impact of all stakeholders, particularly messages that may distract or confuse the original purpose of the conversation.     

The future of B2B marketing theory: A historical and prospective analysis

The economic power of B2B transactions hasn't been reflected in the amount of published research in marketing journals, and the relevance for practitioners of the studies issued has been questioned during the last 20 years. How can we bring academicians and practitioners together? After studying the history of B2B marketing, building on configuration theory, and prospecting the future challenges for marketers, the authors argue that the research efforts should be focused on six major areas of inquiry: Innovation, Customer Journey and Relationship Value, Data Analytics, Harnessing Technology, Marketing/Finance Interface and Revenue Growth, and Industry Context or Ecosystem. Specifically, they propose 20 theoretical sub-categories that are compelling for academicians and relevant for B2B marketers. The research conclusions and propositions were established by an expert panel through an exhaustive ranking-type Delphi method and refined using a coding scheme from grounded theory. The authors discuss the implications for theory development and managerial interest.     

Mapping the values in B2B relationships: A systemic, knowledge-based perspective

The management of an enduring relationship between provider and supplier has at its heart an implicit interaction between the valuation systems of the counterparts. We take the view that this interaction is conveniently understood through the lens of knowledge management. Knowledge management informs our treatment of business to business relationships through two mechanisms. It helps us manage better the dissemination and co-creation of knowledge in an organisation and new work in the mapping of knowledge allows us to represent the knowledge aspects of a relationship in a way which allows us to manage it better.We present, therefore, an approach to allow the specific representation of these valuation systems and their interaction, using a case study of the marketing of a nuclear submarine programme to a government. A conclusion is that structures which support the co-creation of knowledge between the companies is critical to winning the contract and we indicate how this co-creation can be engendered.     

Should tweets differ for B2B and B2C? An analysis of Fortune 500 companies' Twitter communications

Business-to-business (B2B) marketers hesitate to embrace social media as a marketing tool, unlike their business-to-consumer (B2C) counterparts, and they struggle to implement successful social media strategies due to their limited understanding of the phenomenon. Drawing on communication and word-of-mouth theories, the authors investigate how marketers use Twitter differently across contexts and predict key factors likely to influence the message strategies used in each. A longitudinal content analysis and logistic regression support the assessment of a sample of more than 7000 tweets by Fortune 500 companies. Marketers in B2B and B2C settings exhibit significant differences in their branding and selling strategies; their use of message appeals; and the use of cues, links, and hashtags to support information searches. Whereas B2B marketers tend to use more emotional than functional appeals in their tweets, neither B2C nor B2B marketers have adopted “hard sell” message strategies.     

Conflict between engineers and marketers: the experience of German engineers

An effective interface between engineering and marketing is considered to be vital for the successful development and commercialization of new products. Studies in the US, Japan and the UK have, however, identified that conflict between engineers and marketers can act as a barrier to effective cooperation. This study aims to further our understanding in this important area by studying conflict between engineers and marketers, from the engineer's perspective, in German companies. This study has found that German engineers recognize the importance of trust, good understanding, common knowledge, integration and teamwork in building a good relationship with marketers. Although the levels of integration between the two functions and the quality of the relationship were found to be relatively low, so too was the level of perceived conflict. The main sources of conflict between German engineers and their marketing colleagues are differences in education and training and different goals and priorities. Both managers and educators of engineers and marketers need to understand how the differences in education and training influence the relationship, and to develop courses, which will help the two functions to become more sensitive to each other's needs.     

An exploratory study of the Internet as an industrial communication tool: Examining buyers' perceptions

A thorough understanding of the impact of the Internet on industrial purchase decisions is of critical importance for industrial marketers seeking to incorporate the Internet in their overall communication strategy. Accordingly, this study examines (1) the degree to which purchasing professionals perceive the Internet as useful, (2) how purchasing professionals are using the Internet for communication activities, (3) how the Internet compares to other promotional tools in influencing buyers' purchase decisions, and (4) whether differences among buyers can be identified relative to the perceived influence of suppliers' websites. The results provide some practical implications for industrial marketers regarding the use of the Internet relative to other promotional tools.     

Marketing-sales interface configurations in B2B firms

As the body of knowledge on marketing-sales interface expands, there is a greater need to investigate the specific aspects of marketing-sales configurations in B2B firms. Using a qualitative methodology and interview data collected from over 100 sales and marketing professionals from the US, The Netherlands and Slovenia, this study presents a dynamic, evolutionary spectrum of four B2B marketing-sales interface configurations. These configurations are described in detail in terms of structure, communication patterns, information sharing, collaboration, and strategic outcomes. The findings show that no configuration is inherently superior. Our dynamic configuration spectrum offers managers a toolkit to evaluate their firm's marketing-sales interface in terms of current and desired positions, and contribute to their firm's market orientation and business performance.     

A literature review and future agenda for B2B branding: Challenges of branding in a B2B context

The existing body of research knowledge on brand management has been predominantly derived from business-to-consumer markets, particularly fast moving consumer goods and has only recently started to expand in other contexts. Branding in business-to-business markets has received comparatively little attention in the academic literature due to a belief that industrial buyers are unaffected by the emotional values corresponding to brands. This paper provides a critical discussion of the fragmented literature on business-to-business branding which is organized in five themes: B2B branding benefits; the role of B2B brands in the decision making process; B2B brand architecture; B2B brands as communication enablers and relationship builders; and industrial brand equity. Drawing on the gaps and contradictions in the literature the paper concludes by proposing an agenda for future research.     

Joining hands for the greater good: Examining social innovation launch strategies in B2B settings

The practice of forming brand alliances is common among companies in business-to-business (B2B) settings that seek to launch social innovations. Research evidence on the efficacy of such practice is, however, scarce. Based on the perspective of organizational buyers, we examine how social innovations should be launched by companies in B2B settings, whether through alliances with nonprofits or for-profits, or via independent ventures, across two experimental studies. Underpinned by the stereotype content model, we find that alliance launch strategies with nonprofits or for-profits result in greater purchase intentions, along with perceptions of warmth and competence, when compared to independent ventures. Further, we demonstrate that communicating societal benefits accruing from a social innovation favors an alliance launch strategy over an independent venture. Alliance strategies show comparable advantage to independent ventures when both societal and company-focused benefits are communicated. Our research advances knowledge on organizational buyers' evaluations of alliances and social innovations, the psychological mechanism underlying organizational buyers' evaluations of social innovations launch strategies, and in communication management. Our findings provide insights for companies seeking to launch social innovations, and guidelines on partner selection.     

E-comprehension: Evaluating B2B websites using readability formulae

The Internet has often been referred to as an “infocentric” medium. Information abounds on topics, people, products and companies. With the multiplicity and diverse variety of web pages containing information, comprehension becomes a critical issue, and a major facet of comprehension is readability of content. The study described in this paper examines the readability of the text on business-to-business (B2B) websites. First, the paper presents an overview of readability formulae. It then applies selected readability formulae to web pages in the semiconductor industry. The study explores how readability formulae can provide quick feedback to web marketers based on key indicators such as sentence length, proportion of difficult words and frequency of polysyllabic words. It also demonstrates how the relative readability of a company's web pages can be evaluated against those of its competitors. In closing, the paper considers the managerial implications associated with the use of readability formulae and offers directions for future study in this relatively under-researched domain.     

The effect of AI-based CRM on organization performance and competitive advantage: An empirical analysis in the B2B context

Organizations have cultural-cognitive and regulative as well as normative elements that impact their employees. Organizations, by definition, cannot achieve a pure, stable state and always go through various change processes, both incremental and radical changes. Moving from legacy business-to-business (B2B) relationship management to an artificial intelligence-based customer relationship management (AI-CRM) is a gradual but paradigm change. AI-CRM leverages intelligent systems to automate the B2B relationship activities where the decision can be taken automatically without any human intervention. Relationship management in the B2B segment is considered a strategic activity of an organization. Moving from legacy to AI-CRM to facilitate B2B relationship management activities is an important decision, and proper implementation of AI-CRM is a critical success parameter for an organization. This study combines institutional theory and the resource-based view (RBV) in B2B relationship management to understand how AI-CRM could impact the firm's performance with varied firm size, firm age, and industry type.     

The Effect of IT and Co-location on Knowledge Dissemination

Due to the increasing globalization of businesses, new ideas for innovation need to be disseminated rapidly both within and across different departments and divisions. Frequently, ideas and information are dispersed over globally distributed organizations or team members. As a result, the exchange of knowledge has become not only very important for innovation but also highly complex. To facilitate this knowledge exchange, electronically mediated interactions are growing rapidly, replacing traditional face‐to‐face communications. However, literature provides contradicting results regarding the effectiveness of computer‐mediated communication (CMC) versus face‐to‐face communication. This study attempts to reconcile differences in the literature on the benefits of CMC technologies and co‐location. Focusing on knowledge dissemination in technology development processes in high‐technology firms, the study investigates the relative impact of CMC technologies and co‐location of research and development (R&D) staff, as well as the mutual interaction between them. The present article hypothesizes that CMC technologies and co‐location of R&D staff have a positive impact on knowledge dissemination. Further, it is hypothesized that it is more favorable to co‐locate R&D staff than to invest in CMC technologies and that the effects of co‐location and CMC interact negatively. These hypotheses are tested using empirical data collected from 277 high‐technology firms in the United States, and the results are generalized by conducting the same test on data from 125 high‐technology firms in the Netherlands. Tests are conducted in a real‐world setting, differing from previous comparative studies that mainly used laboratory experiments. Empirical results support the main effects of CMC technologies and co‐location of R&D staff on knowledge dissemination. Other empirical results contradict conventional wisdom. Investing in CMC technologies is found to be favorable over co‐locating R&D staff for knowledge dissemination. Moreover, the two communication channels strengthen each other. The discussion section presents the contours of a firm‐level theory on communication infrastructures and knowledge dissemination, focusing on the scope and the heterogeneity of knowledge dissemination, which may explain these initially surprising results. From the arguments it follows that the choice for investment in co‐location or CMC technologies depends on the scope of knowledge dissemination that has to be facilitated. Furthermore, the conclusion is made that effective knowledge dissemination requires a balanced investment in co‐location and information technologies to be able to deal with the heterogeneous but interdependent types of knowledge dissemination.     

A discursive framework of B2B brand legitimacy

In a hyperconnected world, branding is moving away from single, organization-driven ownership to shared ownership. Motivated by the continuous advancements in digital technologies for B2B brands, this research uses a rhetorical and discursive approach to build a framework of B2B brands legitimacy. This conceptual framework integrates multiple levels of social discourse, from brand texts to stories and narratives, to illustrate how the connections between these and brand legitimacy are made through language. We describe how B2B brands can use the rhetorical elements of logos, pathos, and ethos to achieve an advantageous position within their field's discourse. We identify B2B brand reputation, awareness, and credibility among the benefits of having a brand legitimacy within a network of actors and provide propositions and empirical guides to substantiate the proposed framework.     

Performing for Pay? The Effects of ‘Merit Pay’ on Motivation in a Public Service

Abstract : Despite the growing use made of performance-related pay schemes, their true impact remains sadly under-researched. This article, a case study of the scheme introduced into the Inland Revenue in 1988, and typical of recent UK public-sector schemes, is an attempt to reduce the area of mystery.
We assess the scheme by its likely impact on employee motivation, which we gauge through a variety of employee and management opinions and attitudes, as expressed in more than 2000 responses to a questionnaire. Our conclusion is that, although the scheme was thought by staff to have a number of virtues, it was very unlikely to have raised employee motivation appreciably; it may indeed have been demotivating on balance. We also consider the likely reasons for this result.
If the scheme did not improve employee motivation, it is hard to see how it could have enhanced employee performance. The study has potentially important implications for the government policy of seeking to improve the functioning of the public sector through performance-related pay.     

全面质量管理在油田集输站的实践

江苏油田周41油气集中处理站应用全面质量管理理论，建立外销原油质量保证体系，实现了全员参与、全过程管理，转变了职工的观念，树立了优质服务意识，保证了外销原油质量，提高了站库管理水平，促进了油气集输站库经营管理模式的转变。     

Diffusing knowledge-based core competencies for leveraging innovation strategies: Modelling outsourcing to knowledge process organizations (KPOs) in pharmaceutical networks

As pharmaceutical firms try to market their products and reduce costs, vertically integrated structures hamper innovation processes. Yet, pharmaceutical firms must innovate to compete. Outsourcing knowledge intensive activities to knowledge process organizations (KPOs) serves to reduce innovation process obstacles. Grounded in diffusion theory and strategic management literature, this conceptual paper explores four interrelated strategic concepts: core competencies, economies of scale and scope, knowledge sharing, and learning. This paper claims that (a) accumulated core competencies of multinational pharmaceutical companies (MPCs) erode over time and these companies become dependent on KPOs (b) MPCs must understand how KPOs manage core competencies (c) economies of scope benefit KPOs enabling them to sustain competitive advantages for their MPC partners, meanwhile the benefits from economies of both scale and scope shift from MPCs to KPOs (d) KPOs need to monitor their rate of learning to remain competitive. The paper identifies implications for industrial managers and directions for future research.     

Marketing capabilities: Antecedents and implications for B2B SME performance

The study provides a new perspective on SME marketing strategies in the B2B context. Using a resource-based view of the firm, the study develops a structural model linking marketing capabilities and marketing performance. A study of 367 SME Australian firms reveals that two key marketing capabilities, namely branding and innovation, have major performance outcomes in the SME B2B context. This is the first SME study to evaluate concurrently the contribution of innovation and branding marketing capabilities, with innovation capability the strongest determinant of SME performance. The study also finds market orientation and management capability act as enabling mechanisms for building marketing capabilities. Disaggregation tests indicate that the same findings apply to three size categories denoting micro firms (less than 20 staff), small firms (20-99 staff) and medium-sized firms (100-499 staff).