Towards a Typology of Visual Customer Engagement Behaviors (CEBs)

In today’s markets, the rise of social media channels has led to a dramatic influencing role for customers. Not satisfied with the passive role of being a receiver of firms’ offerings; customers proactively engage in engagement behaviors that influence other social actors embedded within networks. Recently, the digital world has been witnessing consistent technological advancements; hence the way customers influence others extends beyond written statements, to include visual content. Despite the acknowledged influence of visual compared to textual customer engagement behaviors (CEBs) in online contexts, a typology of forms of visual influence is yet unknown

Visual Modality of Engagement (VME) : conceptualization, typology of forms, and outcomes

Customers proactively engage with firms’ offerings through behavioral manifestations such as brand-related social media posts, influencing other customers in online networks and, consequently, affecting brand value. With the growth of visually oriented social media platforms, interest has increased in understanding customer engagement behavior (CEB) using visual content. In this paper, we build on CEB, image acts, visual content, and communication theories to conceptualize the Visual Modality of Engagement (VME). Using both field and lab studies, we develop a typology of four distinct positive (experiential, evidential) and negative (mocking, dissuasive) forms of VME and offer empirical evidence revealing they induce different brand-related (purchase intentions, brand evaluation) and other customer-related (willingness to imitate, resharing intentions) outcomes. Additional results also reveal outcomes vary by the interplay of social and brand interactions with the various VME forms. The findings of this research offer guidance to content managers for the development of more effective engagement strategies in social media marketing

Los procesos de co-creación y el engagement del cliente: Un análisis empírico en medios interactivos

El desarrollo actual de las tecnologías de información y comunicación (TICs) ha dotado a los clientes de nuevos medios para adoptar un rol mucho más activo en sus relaciones con las empresas. El impacto y las aplicaciones de las TICs en el ámbito del servicio ha sido identificado como una prioridad de investigación en el área del marketing, poniéndose así de manifiesto la importancia de la intersección tecnología/servicio en la creación de experiencias virtuales (Breidbach et al., 2013; Ostrom et al., 2010). Las TICs han favorecido la emergencia de plataformas online más sofisticadas cuyas características intrínsecas permiten al cliente mayores opciones de interacción, promoviendo su colaboración (Fiore et al., 2005; Varadarajan et al., 2010; Wang et al., 2007). Estas plataformas de conexión o engagement han sido definidas como puntos de contacto (virtuales o físicos) que permiten a los individuos integrar recursos y participar en procesos de co-creación de valor (Breidbach et al., 2013; Ramaswamy, 2009b; Sawhney et al., 2005). Así pues, dichas plataformas promueven la creación de valor a través de las relaciones, facilitan la generación de contenido por parte del usuario y enriquecen la experiencia de compra, favoreciendo un uso más social de la tecnología e influyendo en las decisiones del cliente (Kim et al., 2009; Malthouse y Hofacker, 2010; Prahalad y Ramaswamy, 2004a). Si bien la importancia de las plataformas de engagement -tanto virtuales como físicas- en los procesos de co-creación de valor ha sido reconocida, se ha destacado la importancia de analizar la naturaleza y las características de dichas plataformas para fomentar las interacciones entre múltiples actores y la colaboración entre clientes y con la empresa (Brodie et al., 2011a; Huang y Rust, 2013; Ramaswamy, 2011). La presente tesis se centra en el concepto de plataforma de engagement como espacio de co-creación de valor, tratando de responder a la necesidad manifiesta de llevar a cabo una mayor investigación en el área de tecnología y servicio, específicamente aquella relacionada con las interacciones que este tipo de plataformas promueven (Huang y Rust, 2013; Libai et al., 2010). Centrándonos en estos aspectos, el objetivo de esta tesis es explorar el rol de las plataformas de engagement a la hora de fomentar la co-creación de experiencias y el engagement del cliente en medios interactivos. Para ello, nosotros nos centramos tanto en aspectos intrínsecos (relacionados con el cliente) como extrínsecos (relacionados con la plataforma). Además, analizamos el rol de la compra en los procesos de co-creación de valor, desde una perspectiva que va más allá del mero intercambio transaccional, y que la considera como un contexto que favorece la colaboración cliente-empresa y también cliente-cliente. Para ello, se han llevado a cabo dos estudios empíricos que exploran la co-creación de experiencias en los medios interactivos. El primero de ellos se centra en el concepto de plataforma de engagement, analizando la influencia de sus estímulos (relacionados con la personalización y con las interacciones entre clientes) en la co-creación de experiencias y el engagement del cliente. El segundo estudio tiene como objetivo analizar los antecedentes y las consecuencias de la co-creación de experiencias, planteando un modelo causal que considera, por un lado, las emociones como un antecedente clave, y por el otro las respuestas del cliente, tanto transaccionales (intenciones de compra) como no transaccionales (intenciones de co-crear, el engagement del cliente y la imagen de marca) como potenciales consecuencias. Los resultados obtenidos ponen de manifiesto la importancia de la experiencia de compra desde una perspectiva social y de co-creación, demostrando la influencia realizada por los estímulos relacionados con la personalización y las interacciones entre clientes sobre la co-creación de experiencias y el engagement del cliente. Asimismo, también se corrobora la influencia de las tres dimensiones emocionales en la co-creación de experiencias y el rol crítico del engagement del cliente para fomentar las futuras intenciones de co-crear con la empresa. Finalmente, se verifica que tanto la co-creación como el engagement influyen sobre las intenciones de compra y la imagen de marca

An artificial intelligence tool for heterogeneous team formation in the classroom

Nowadays, there is increasing interest in the development of teamwork skills in the educational context. This growing interest is motivated by its pedagogical effectiveness and the fact that, in labour contexts, enterprises organize their employees in teams to carry out complex projects. Despite its crucial importance in the classroom and industry, there is a lack of support for the team formation process. Not only do many factors influence team performance, but the problem becomes exponentially costly if teams are to be optimized. In this article, we propose a tool whose aim it is to cover such a gap. It combines artificial intelligence techniques such as coalition structure generation, Bayesian learning, and Belbin's role theory to facilitate the generation of working groups in an educational context. This tool improves current state of the art proposals in three ways: i) it takes into account the feedback of other teammates in order to establish the most predominant role of a student instead of self-perception questionnaires; ii) it handles uncertainty with regard to each student's predominant team role; iii) it is iterative since it considers information from several interactions in order to improve the estimation of role assignments. We tested the performance of the proposed tool in an experiment involving students that took part in three different team activities. The experiments suggest that the proposed tool is able to improve different teamwork aspects such as team dynamics and student satisfaction

A review of literature on the use of clickers in the business and management discipline

YesClassroom response systems (clickers), in their various forms, are widely used across disciplines, demonstrating effectiveness across a range of different educational settings. However, only a few literature reviews on this technology have been undertaken in general, and no review has yet been performed on this topic in the business and management context. Realising the existing research gap, this article reviews 33 clicker-related studies from the business and management discipline that are largely focused on student perceptions and outcomes. The purpose of this paper is to provide a critical and balanced review of articles from the business and management discipline on various themes such as learner's engagement, performance, learning, participation, satisfaction, feedback, attendance, enjoyability, motivation, and interactivity, to name a few. The review also provides a brief account of lessons learned from the literature published in other disciplines and recommendations provided by studies from the business and management discipline

S-D logic-informed customer engagement: Integrative framework, revised fundamental propositions, and application to CRM

Advance online in 2016</p

Prevalence, associated factors and outcomes of pressure injuries in adult intensive care unit patients: the DecubICUs study

Funder: European Society of Intensive Care Medicine; doi: http://dx.doi.org/10.13039/501100013347Funder: Flemish Society for Critical Care NursesAbstract: Purpose: Intensive care unit (ICU) patients are particularly susceptible to developing pressure injuries. Epidemiologic data is however unavailable. We aimed to provide an international picture of the extent of pressure injuries and factors associated with ICU-acquired pressure injuries in adult ICU patients. Methods: International 1-day point-prevalence study; follow-up for outcome assessment until hospital discharge (maximum 12 weeks). Factors associated with ICU-acquired pressure injury and hospital mortality were assessed by generalised linear mixed-effects regression analysis. Results: Data from 13,254 patients in 1117 ICUs (90 countries) revealed 6747 pressure injuries; 3997 (59.2%) were ICU-acquired. Overall prevalence was 26.6% (95% confidence interval [CI] 25.9–27.3). ICU-acquired prevalence was 16.2% (95% CI 15.6–16.8). Sacrum (37%) and heels (19.5%) were most affected. Factors independently associated with ICU-acquired pressure injuries were older age, male sex, being underweight, emergency surgery, higher Simplified Acute Physiology Score II, Braden score 3 days, comorbidities (chronic obstructive pulmonary disease, immunodeficiency), organ support (renal replacement, mechanical ventilation on ICU admission), and being in a low or lower-middle income-economy. Gradually increasing associations with mortality were identified for increasing severity of pressure injury: stage I (odds ratio [OR] 1.5; 95% CI 1.2–1.8), stage II (OR 1.6; 95% CI 1.4–1.9), and stage III or worse (OR 2.8; 95% CI 2.3–3.3). Conclusion: Pressure injuries are common in adult ICU patients. ICU-acquired pressure injuries are associated with mainly intrinsic factors and mortality. Optimal care standards, increased awareness, appropriate resource allocation, and further research into optimal prevention are pivotal to tackle this important patient safety threat

Correction to: Prevalence, associated factors and outcomes of pressure injuries in adult intensive care unit patients: the DecubICUs study

The original version of this article unfortunately contained a mistake

Prevalence, associated factors and outcomes of pressure injuries in adult intensive care unit patients: the DecubICUs study

Funder: European Society of Intensive Care Medicine; doi: http://dx.doi.org/10.13039/501100013347Funder: Flemish Society for Critical Care NursesAbstract: Purpose: Intensive care unit (ICU) patients are particularly susceptible to developing pressure injuries. Epidemiologic data is however unavailable. We aimed to provide an international picture of the extent of pressure injuries and factors associated with ICU-acquired pressure injuries in adult ICU patients. Methods: International 1-day point-prevalence study; follow-up for outcome assessment until hospital discharge (maximum 12 weeks). Factors associated with ICU-acquired pressure injury and hospital mortality were assessed by generalised linear mixed-effects regression analysis. Results: Data from 13,254 patients in 1117 ICUs (90 countries) revealed 6747 pressure injuries; 3997 (59.2%) were ICU-acquired. Overall prevalence was 26.6% (95% confidence interval [CI] 25.9–27.3). ICU-acquired prevalence was 16.2% (95% CI 15.6–16.8). Sacrum (37%) and heels (19.5%) were most affected. Factors independently associated with ICU-acquired pressure injuries were older age, male sex, being underweight, emergency surgery, higher Simplified Acute Physiology Score II, Braden score 3 days, comorbidities (chronic obstructive pulmonary disease, immunodeficiency), organ support (renal replacement, mechanical ventilation on ICU admission), and being in a low or lower-middle income-economy. Gradually increasing associations with mortality were identified for increasing severity of pressure injury: stage I (odds ratio [OR] 1.5; 95% CI 1.2–1.8), stage II (OR 1.6; 95% CI 1.4–1.9), and stage III or worse (OR 2.8; 95% CI 2.3–3.3). Conclusion: Pressure injuries are common in adult ICU patients. ICU-acquired pressure injuries are associated with mainly intrinsic factors and mortality. Optimal care standards, increased awareness, appropriate resource allocation, and further research into optimal prevention are pivotal to tackle this important patient safety threat