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This study attempts to examine the importance of social capital in customer service organizations and clarifies how translates into organizational performance through knowledge management activities. A survey was conducted with the customer service employees, and 256 questionnaires were used for an empirical analysis with smart partial least squares (PLS). The analysis found that relational capital had a positive effect on both the knowledge management components of knowledge sharing and knowledge conversion, while structural capital significantly influenced knowledge sharing. In addition, human capital positively affected knowledge conversion. Both knowledge sharing and knowledge conversion significantly influenced organizational performance. This study proposed a conceptual framework of social capital that influences organizational performance mediated by an organization’s knowledge management activities. Based on the results, we suggest practical guidelines for managing social capital and recommend areas of improvement for customer organization’s managers and employees.

Online retail is a growing opportunity for retailers and consumers. Cross-buying provides companies with an opportunity to increase their revenue contributions from existing consumers. In many fields, especially in the service sector, cross-selling is an easier strategy to use relative to increasing revenue rather than acquiring new consumers. Website personalization has been a powerful indispensable tool for web-based companies and end users. Using the Mehrabian and Russell’s Stimulus-Organism-Response framework, we experimentally examined how an online retailing merchant’s environmental stimuli (S) arouses internal affective and cognitive states (O), that affect consumers’ approach-avoidance behavior (R) in cross-buying and shopping cart abandonment in online transactions.

Customer engagement has been the main objective of brand companies in their marketing through social networking sites (SNS). Facebook is the most popular platform for SNS marketing, especially for companies that try to engage with their customers by providing various values through their brand pages (i.e., brand communities). The management of brand pages, therefore, becomes “the means” by which to achieve the result (“the end”) of SNS marketing, and visitors to the brand pages (i.e., brand communities) then come to have a favorable attitude toward the brand. Based on a “means–ends” framework, this study examines the development of engagement between customers and brands in terms of brand page engagement as the means objective and brand attitude as the ends objective in the context of Facebook. This study further examines the antecedents and consequences of brand page engagement based on the customer value theory with two-stage data collection. This study contributes to the literature by explaining the roles and effects of brand page engagement in SNS marketing. This study further provides guidance to SNS providers and practitioners on SNS marketing strategies.

The importance of information security is increasing, and various efforts are being made to improve users’ information security behaviors. Among these various efforts, information security education is mainly aimed at providing users with information security knowledge and improving information security awareness. This study classified the types of information security education into offline and online to examine the effects of each education method on attitudes toward information security (perceived severity, vulnerability, self-efficacy and response-efficacy) and information security behaviors. A survey was conducted for users with information security education experiences. The results obtained by comparing the differences in the path coefficients of personal information security behaviors according to information security education experiences showed that security behaviors were more significant in the online experience group than the offline group. In addition, gender differences were analyzed, and it was found that females had a greater impact on information security attitudes than males. This study also found that among Internet users with online information security education experience, females tend to have more information security behavior than males, but there were contrasting results among users with offline information security education experiences. The results of this study finally address the necessity of reflecting users’ personalities in the systematic design of information security education in the future. Furthermore, the results of this study support the need for an appropriate education system that sufficiently understands education types to maximize the effects of information security education.

If a firm announces an investment in IT security, how the market value of its competitors reacts to the announcement? We try to shed light on this question through an event study design. To test the relationship, we collected 143 announcements on cybersecurity investment and measured the subsequent impact on 533 competitors’ abnormal returns, spanning from 2000 to 2019. Our estimation results present that, on average, the announcements have no observable impact on the market value of announcing firms and competitors as well, which is consistent with findings of a prior study. Interestingly, however, the impact becomes evident when we classify our samples by industries (Finance vs. non-Finance or ICT vs. non-ICT) and firm size (Big vs. Small). We interpret our empirical findings through the lenses of contagion effect and competition effect between announcing firms and their competitors. Key finding of our study is that, for financial service firms, the effect resulting from the announcement on cybersecurity investment transfers to competitors in the same direction (i.e., contagion effect).

This paper tries to closely look at compliance knowledge relatedness and IT relatedness based on Tanriverdi’s ‘relatedness’ concept. Also, this paper’s main focus lies on how knowledge relatedness and IT relatedness influence compliance performance through compliance knowledge exploitation. The present study conducted a full-scale survey and finalized questionnaire was sent to compliance managers of 187 Korean multi-business firms. This study found (1) the impact of compliance knowledge relatedness on compliance performance, (2) the mediating role of knowledge exploitation on the relationship between compliance knowledge relatedness and compliance performance, and (3) the interaction effect of IT relatedness and compliance knowledge relatedness on knowledge exploitation. This paper contributes to both academic and business world by widening applicability of theories and providing guidelines conducive to improved compliance performance of corporations.

The purpose of the paper is to apply Total Interpretive Structural Modeling (TISM) used to develop a hierarchy among the key drivers and barriers to multivendor ATM Technology adoption in India from the perspectives of suppliers. TISM approach is an extension of Warfield’s (IEEE Transactions: System, Man & Cybernetics 4:405–17, 1974) Interpretive Structural Modeling(ISM) approach. Based on the literature, drivers and barriers for adoption of Multivendor ATM Technology are identified. TISM is used to develop a hierarchical model which states the interpretation of relationship among these drivers and barriers. Hierarchies of all relevant drivers and barriers are developed and significant interrelationship was found out. Implications for the researchers and Industry Practitioner are highlighted. For Researchers, TISM methodology facilitates to further carry out exploratory studies by identifying the factors in technology adoption domain and focus their interactions through hierarchical structures. For Practitioners with suppliers, a list of relevant barriers and drivers to adoption of this technology in India are indications to take a decision to adopt Multivendor ATM Technology in their respective suppliers. The proposed Model developed through qualitative Modeling technique has been accomplished from the perspectives of suppliers in India in the domain of multivendor ATM Technology for the first time in ATM Banking as a contribution to the Literature.

Business analytics is a management tool for achieving significant business performance improvements. Many organizations fail to or only partially achieve their business objectives and goals from business analytics. Business analytics adoption is a multi-stage complex activity consisting of evaluation, adoption, and assimilation stages. Several research papers have been published in the field of business analytics, but the research on multi-stage BA adoption is fewer in number. This study contributes to the scant literature on the multi-stage adoption model by identifying the critical themes for evaluation, adoption, and assimilation stages of business analytics. This study uses the thematic content analysis of peer-reviewed published academic papers as a research technique to explore the key themes of business analytics adoption. This study links the critical themes with the popular theoretical foundations: Resource-Based View (RBV), Dynamic Capabilities, Diffusion of Innovations, and Technology-Organizational-Environmental (TOE) framework. The study identifies twelve major factors categorized into three key themes: organizational characteristics, innovation characteristics, and environmental characteristics. The main organizational factors are top management support, organization data environment, centralized analytics structure, perceived cost, employee skills, and data-based decision making culture. The major innovation characteristics are perceived benefits, complexity, and compatibility, and information technology assets. The environmental factors influencing BA adoption stages are competition and industry pressure. A conceptual framework for the multi-stage BA adoption model is proposed in this study. The findings of this study can assist the practicing managers in developing a stage-wise operational strategy for business analytics adoption. Future research can also attempt to validate the conceptual model proposed in this study.

Recently, with the advance of the wireless Internet access via mobile devices, a myriad of game development companies have forayed into the mobile game market, leading to intense competition. To survive in this fierce competition, mobile game developers often try to get a grasp of the rapidly changing needs of their customers by operating their own official communities where game users freely leave their requests, suggestions, and ideas relevant to focal games. Based on the heuristic-systematic model (HSM) and the data quality (DQ) framework, this study derives key content, non-content, and hybrid cues that can be utilized when game developers accept suggested postings in these online communities. The results of hierarchical multiple regression analysis show that relevancy, timeliness, amount of writing, and the number of comments are positively associated with mobile game developers’ knowledge adoption. In addition, title attractiveness mitigates the relationship between amount of writing/the number of comments and knowledge adoption.

In online shopping, “out-of-stock” and “sold-out” are used to indicate product unavailability, and this unavailability and its effects on consumers’ behaviors have been studied with great interest for practical purposes. However, few studies have specifically discussed out-of-stock and sold-out products in the same paper. We hypothesized that consumers might cognitively interpret items marked out-of-stock and sold-out differently, and in this paper, we studied these potential differences from the perspectives of consumers’ emotions, behaviors, and loyalty based on the stimulus-organism-response framework. In order to explore the differences, we used a multi-method approach that consisted of experiments, surveys, and interviews. Specifically, we built an experimental website on which the same products were categorized as either out-of-stock or sold-out, and we measured the participants’ emotions, attitudes, and intentions after the experiment. After two weeks, we conducted interviews to confirm our results and to learn more about consumers’ everyday behavior. In the results, males and females demonstrated differences in emotion, behaviors, and loyalty with the interaction effects of an item’s being marked out-of-stock versus sold-out. We found that the consumers demonstrated different levels of loyalty based on whether the item was marked out-of-stock or sold-out. We discuss the strategic implications of our findings.