Examining the Linkage Between Technology Use, Emotional Expression and Service Quality Perceptions: The Data Collection Pool

Research-in-progress concerned with an investigation of the impact of service technologies on boundary-spanning personnel (BSP) and the implications for the interaction with the end customer is presented in this paper, with specific attention given to the development of the data collection protocol. The associated research project seeks to investigate the interplay between technology use, emotional expression and service quality perceptions in the context of a technology-mediated relationship. Specifically, the research investigates this linkage within a business to consumer (B2C) context where employees are using customer relationship management (CRM) technologies at the point of interaction with the customer in a voice-to-voice situation. The resulting data collection builds on previous studies with adaptations enabling a close investigation of the social forces at play in dyadic interactions centered on voice-to-voice interactions

Information security and its impact on online user behaviour: open research questions in social media business model

Steady growth of e-business and reliance on technology have lead to corporate and personal information becoming valuable assets (e.g. Gordon et al., 2010). However just as any other assets, protecting information has also become a cause of concern. Information security breaches are on the rise while e-business and individual online users are subject to losses and other negative impacts of the Internet threats (e.g. Smith et al., 2010; Campbell et al., 2003; Cavusoglu et al., 2004). The focus of this paper is to provide an overview of current research on information security constructs, factors affecting online behaviour and formation of trust in online transactions. Some open questions forming a gap in extant research conclude the paper and call for further empirical evidence. Based on an extensive literature review, as well as using secondary sources of trade publications and news reports, key concepts of information security has been identified. The deductive approach will be used where based on theory, hypotheses can be built. These can then be tested based on observations to confirm their validity. Further empirical data collection methods will be developed and employed (both qualitative and quantitative in nature) at a later stage of the study

The Evaluation of CRM Systems: A Behavior Based Conceptual Framework

Research-in-progress on the evaluation of mandatory Customer Relationship Management Information Systems (CRM IS) is presented. The business problem is presented, followed by converging theoretical considerations, which assist in making the case for a wider conceptualisation of CRM evaluation which values a social perspective of CRM IS use at boundary-spanning professional (BSP) and customer levels. An emotions based conceptual framework for use in evaluating CRM IS from this social perspective is then presented, building on a theory of emotional expression. The framework is explained and then discussed in terms of how the framework can be applied and data outputs analysed in a field analysis context. The broader research programme aims to test and validate the model according to the details given and through doing so, further understanding of the impact of CRM IS from this behaviours based, social perspective

The role of security notices and online consumer behaviour: An empirical study of social networking users

This paper uses a survey of social networking users to empirically explore their perceptions of security notices – independently verified artefacts informing internet site users that security measures are taken by the site owner. We investigate such factors as purchase experience, purchase intention, risk propensity, usage of various social network categories and user victimisation. The results suggest a strong positive link between purchase intention and paying attention to security notices/features on social networks. We find that higher use of narrow-purpose social networking services has a negative association with paying attention to security notices. We also show that users with higher risk propensity pay less attention to security notices/features. Finally, we find no association between purchase experience, user victimisation and perception of security notices/features. Our results provide new, and possibly more refined, evidence of the factors that influence the attention paid to security notices/features by social media users. The results have important implications for theory development, policy and practice