Journal of Systems and Information Technology

Taylor, Mark ; Haggerty, John ; Gresty, David ; Criado Pacheco, Natalia ; Berry, Tom ; Almond, Peter

2015 Journal of Systems and Information Technology

doi: 10.1108/JSIT-03-2015-0022

Purpose – The purpose of this paper is to examine the process of investigation of employee harassment via social media to develop best practices to help organisations conduct such investigations more effectively. Design/methodology/approach – It reviews the technical, managerial and legal literature to develop guidance for organisations conducting investigations of employee harassment via social media. Findings – Organisations may not have effective procedures for the investigation of social media misuse, in general, and employee harassment via social media, in particular. This paper provides guidance for organisations to conduct investigation of employee harassment via social media more effectively. Originality/value – The paper consolidates the fragmented discussion of investigation of social media misuse with regard to employee harassment via a literature review across technical, managerial and legal disciplines. The paper provides guidance to support organisations for conducting investigations of employee harassment via social media more effectively.

Liu, Yong ; Deng, Shengli ; Hu, Feng ; Chen, Xiaoyu

2015 Journal of Systems and Information Technology

doi: 10.1108/JSIT-06-2015-0050

Purpose – The purpose of this study is to seek to quantify how unique service resources and consumer habit affect e-service loyalty (e-loyalty) in a highly competitive market. This study is grounded on Chinese social networking service (SNS) industry. A resource-based view is introduced as an alternative perspective to understand building consumer loyalty in e-service contexts. Design/methodology/approach – A research framework is developed by reviewing prior literature. An online survey is conducted to collect research data. Based on 221 valid responses, the research model is tested by using partial least squares path modeling technique. Findings – The features of market environments affects the loyalty of consumers to e-service providers. Consumers become mercenary in highly competitive and low differentiation e-service markets like Chinese SNS industry. The interaction of satisfaction and switching cost affects loyalty. Satisfied consumers can be either loyal or not loyal to a service provider depending on their level of switching cost, but unsatisfied consumers will have no loyalty. In addition, users are loyal to a SNS partly because it is their habit to use the service. Our study suggests that relying on consumer satisfaction to build e-loyalty may be problematic and risky. Originality/value – The study represents an attempt to introduce the resource-based view to e-loyalty research. The research highlights the importance of habit in building consumers’ e-service satisfaction and loyalty and contributes to new insights on the importance of industry environment in determining e-service satisfaction–loyalty relationship based on studying consumers in a highly competitive market.

Gan, Chunmei ; Wang, Weijun

2015 Journal of Systems and Information Technology

doi: 10.1108/JSIT-06-2015-0052

Purpose – The purpose of this study is to explore the general and specific gratifications obtained from using microblog and WeChat. Design/methodology/approach – To shed light on the difference of gratifications to use microblog and WeChat, 18 interviews with social media users in China were conducted. Findings – Results reveal that three types of gratifications were obtained from using both microblog and WeChat: content gratification, social gratification and hedonic gratification. Also, the strength and components of each gratification for microblog and WeChat were different. Content gratification plays the most salient role in using microblog, while social gratification is the most important for WeChat usage. In addition, content gratification of microblog usage is related to information seeking and information sharing, while social gratification of WeChat usage is constituted by private social networking and convenient communication. Furthermore, content gratification of WeChat usage refers to high-quality information provided and information sharing, and entertainment and passing time develop hedonic gratification of microblog usage, while that of WeChat usage refers to entertainment. Originality/value – Extant research has mainly focused on the gratifications of one social media and lacks studies comparing the motivations in using different social media. Also, only little research has identified the components of different gratifications and how they affect the adoption of different social media. The current study attempts to fill these research gaps.

Gong, Yiwei ; Janssen, Marijn

2015 Journal of Systems and Information Technology

doi: 10.1108/JSIT-03-2015-0019

Purpose – The purpose of this paper is to demystify Lean for service innovation by investigating its benefits and risks. Lean innovation is a relatively new approach which is advocated in management literature. Little scientific work about its practice exists in the field. Although the Lean innovation principles are clear, there is limited evidence about their impact on service innovation processes. Design/methodology/approach – From the knowledge-based view (KBV) of the firm, a framework for understanding Lean innovation is developed. Using this framework, the benefits and risks of Lean innovation are analyzed in a case study. Findings – The case study not only shows that Lean service innovation can have many advantages, but also draws attention to the risks. The risks might result in the inability to follow Lean principles and might hamper the realization of the benefits. Using the case studies, study mitigation mechanisms are identified. Originality/value – This research offers a new knowledge perspective and a better understanding of Lean service innovation. There are two main contribution of this paper. First of all, it reports on the impact of Lean innovation on a bank’s innovation processes, both its benefit and risks. This has a contribution to understanding the innovation process in service organizations. Second, this paper extends Lean innovation to a service context and contributes to the knowledge basis of Lean innovation.

Wang, Ping

2015 Journal of Systems and Information Technology

doi: 10.1108/JSIT-04-2015-0027

Purpose – The purpose of this study is to explore the influence of electronic word-of-mouth (eWOM) on outbound tourists’ intention to visit a destination through a dual-process perspective – the central route of argument quality (AQ) and the peripheral route of source credibility (SC). With the pervasion of Web 2.0 and information and communication technology, user-generated content (UGC) has become popular in the online environment, and it affects consumers’ decisions greatly. Design/methodology/approach – A structural model based on Elaboration Likelihood Model (ELM) and theory of planned behavior (TPB) is proposed in this study to explore the influence of eWOM on outbound tourists’ intention to visit a destination. Empirical data were collected among Chinese outbound tourists via an online survey. The data were analyzed using structural equation model with SPSS Amos 22.0. Findings – The research results indicate that tourist’s attitude toward a destination was positively influenced by AQ of eWOM, and intention to recommend the destination before travel was positively influenced by attitude toward destination and SC of destination-related eWOM. Outbound tourists’ intention to visit a destination was positively determined by AQ, attitude toward destination and WOM intention. Several practical and theoretical implications are also discussed in the study. Originality/Value – This study contributed to the understanding of individual’s decision-making through a dual-process perspective. Findings indicate that the dual influence process delineated in theory of ELM is also applicable to explain individual’s decision in complicated information source.