Ethnographic Approach to User-Centred Evaluation of Telecentres

Telecentres are considered to be an important means for providing disadvantaged communities with access to Information and Communication Technology (ICT) enabled services. However, there is a limited understanding of how targeted beneficiaries perceive the roles of these telecentres. Using an ethnographic approach, this paper examines the services offered by two telecentres in Bangladesh. An intervention was initiated that enabled groups of farmers to use mobile phones to access services. Based on farmers’ experiences and opinions the authors develop a framework which explicates the dynamic nature of use and appropriation of ICT services

Analysing appropriation and usability in social and occupational lives: An investigation of Bangladeshi farmers' use of mobile telephony

Purpose – The purpose of this paper is to understand how Bangladeshi farmers interact with mobile telephony and how they negotiate the resulting difficulties. In doing so, the paper seeks to identify how farmers integrate mobile telephony into their daily lives, and what factors facilitate and limit their use of mobile telephony. Design/methodology/approach – The research was based on ethnographic observation, interviews and focus group discussions, collected through four months of fieldwork, conducted in two remote areas of Bangladesh. Findings – It was found that Bangladeshi farmers' use of mobile telephony is inhibited due to language barriers, a lack of literacy, unfamiliar English terminologies, inappropriate translation to local language (Bengali) and financial constraints. However, the social, occupational and psychological benefits from mobile telephony motivate them to use and appropriate it through inventive use and adaptation. Research limitations/implications – The findings suggest that current understanding of usability needs to be interwoven with that about the appropriation of technology in order to develop a better understanding of the use and consequent integration of a technology in daily lives. Practical implications – The paper adds to the argument for a bottom-up approach for ICT-enabled intervention in development activities and for the mobile telephony manufacturers and network providers it contributes to understanding of the rural consumer market of a developing country. Originality/value – The paper presents an original conceptual diagram that combines the concept of usability and appropriation

The Impact of Social Media on the Performance of Microfinance Institutions in Developing Countries:A Quantitative Approach

PurposeOver the last few decades, microfinance industry is argued to have played a constructive role in alleviating poverty level and providing the underprivileged with access to financial services. Statistics from the World Bank reveal that, currently, only 4% of the underprivileged have been served out of the 3 billion+ potential clients. Such results are due to several claims, particularly the operational and financial challenges faced by microfinance institutions (MFIs) in the constant flux inviting more attentions towards its performance. While explicit attention is given by many researchers towards mobile banking and information and communication technology (ICT) in improving the MFIs’ performance, the study on how social media, as a rapidly growing online phenomenon, can impact on the MFIs’ performance remains scarce. As such, this study aims to investigate this impact based on four dimensional performance indicators: efficiency, financial sustainability, portfolio quality and outreach.Design/methodology/approachA model is proposed and tested to ascertain the relationship between social media applications and organisational performance. In so doing, web-based questionnaires have been used to collect data from MFI employees in developing countries. Results reveal a significant influence of the social media over the MFIs’ performance, offering valuable insights into both researchers and practitioners in the domain of microfinance, as well as social media—conforming that the adoption of social media as marketing, advertising and communication tools may significantly improve the MFIs’ performance.FindingsThe results demonstrate that there is a positive and significant impact of social media use within microfinance on the key indicators of MFIs. They also show that the highest impact of social media usage within the microfinance is on the portfolio quality. In addition, it was found that marketing and advertising; communication and sales and distribution are the main areas where social media is able to support while social networking websites are the most popular platforms employed in MFIs.Originality/valueThis study adds to the existing literature few theoretical and practical aspects. First, this study developed a model for assessing the value of social media as a new phenomenon within this type of organisation. Second, it offers microfinance sponsors, managers and policy makers with a frame of reference to understand what social media platform can be deployed for each purpose. Third, with the identification of the main MFIs’ performance indicators, this research provided a reference of performance measurement guide for microfinance industry when assessing different technological employment

Exploring big data-driven innovation in the manufacturing sector: evidence from UK firms

Although innovation from analytics is surging in the manufacturing sector, the understanding of the data-driven innovation (DDI) process remains a challenge. Drawing on a systematic literature review, thematic analysis and qualitative interview findings, this study presents a seven-step process to understand DDI in the context of the UK manufacturing sector. The findings discuss the significance of critical seven- step in DDI, ranging from conceptualisation to commercialisation of innovative data products. The results reveal that the steps in DDI are sequential, but they are all interlinked. The proposed seven-step DDI process with solid evidence from the UK manufacturing and research implications based on dynamic capability theory, institutional theory and TOE framework establish the building blocks for future studies and industry practice

Brexit or Brand it? The effects of attitude towards Brexit and reshored brands on consumer purchase intention

Brexit has caused a seismic shift in the British socio-economic and political landscapes, creating widespread uncertainties, while simultaneously giving hope and national pride to millions. The decision by a number of organizations to reshore their production has opened a new era for business management that challenges the axiomatic assumption of the benefits of offshored production. Although reshoring predates Brexit, the link between the two in the British context is not just serendipitous and they are argued to have reasonable interlinkages. However, there is inadequate empirical evidence to suggest that British consumers’ attitude towards Brexit has any effect on their intention to purchase reshored brands. Through a mixed-methods study comprising a survey of 415 respondents and 20 in-depth interviews, this paper addresses this research gap. Findings suggest that corporate social responsibility (CSR) and consumer reshoring sentiment (CRS) have positive effects on consumers’ attitude towards reshored brands. Despite CRS's positive influence on attitude towards Brexit, the latter does not have any significant effects on the intention to purchase a reshored brand, which is positively influenced by the attitude towards the same brand. As such, companies should enhance the image of their brands and CSR in order to harness the benefits of reshoring

Sustainability Starts from Within: A critical analysis of internal marketing in supporting sustainable value co-creation in B2B organizations

The role of value co-creation in embedding sustainability within B2B marketing is well-documented. However, little is known about how employees enact this value co-creation, or how they can be supported to do so by their organisations. This article addresses this theoretical gap by analysing the role of employees and Internal Marketing in B2B organisations' efforts to co-create sustainable value. We propose that, since employees are tasked with delivering their organisation's ‘promise’, they can also purposely generate value for a broader range of stakeholders. As such, Internal Marketing can be a key enabler (or inhibitor) in these efforts. Adopting a Service-Dominant Logic and Service Gap lens, the research utilises Template Analysis of 17 semi-structured interviews with employees from a range of B2B organisations, which have adopted ‘sustainability-oriented’ practices. The findings highlight the contribution of Internal Marketing in supporting sustainable value, and demonstrate that, whilst employees can play a key role in the co-creation of sustainable value, value co-destruction can occur due to a ‘Sustainability gap’ within their organisations. This study contributes significantly to extant knowledge by offering a taxonomized analysis of the ‘sustainability gap’ and identifying how B2B organisations can address these at the awareness, design, internal communication, and implementation stages.</p

Omnichannel management capabilities in international marketing: the effects of word of mouth on customer engagement and customer equity

Purpose The main purpose of this study is to fill the research gap on how B2B global service firms integrate dynamic capabilities within their omnichannel management to influence positive word of mouth (WOM), customer engagement (CE) and customer equity. Design/methodology/approach Drawing on the dynamic capability and WOM theories, a model has been developed that defines the subjects of the empirical test. The paper reports on data collected from 312 service-oriented global firms in Australia, through a cross-sectional survey. Data were analyzed using structural equation modeling. Findings The findings suggest that content management (i.e. information consistency, source trustworthiness and endorsement) and concerns management (i.e. privacy, security and recovery) capabilities are the two significant antecedents of positive WOM within a B2B omnichannel setting in international marketing. The findings also confirm the key mediating role of CE between positive WOM and customer equity. Originality/value The findings extend dynamic capability theory in the context of international marketing by linking WOM, CE and customer equity. The findings add further theoretical rigor by establishing the nomological chain between positive WOM and customer equity, in which CE plays a key mediating role

Social media led co-creation of knowledge in developing societies: SME’s roles in the adoption, use and appropriation of smartphones in South Asia

Social media supports the creative economy through its involvement in the adoption and appropriation of new innovation and accelerates economic growth. The current paper expands on this notion by identifying and analysing the interaction between social media-based communities and small and medium enterprises (SMEs), as it examines how social media contributes to the knowledge co-creation and supports the adoption, use and appropriation of smartphones in South Asian countries, which are inhabited by approximately 1.6 billion people. The findings obtained through virtual ethnography (VE) provide insights into the dynamics and kinetics of knowledge co-creation and how that benefits large multinationals, small local businesses and consumers in developing societies. As such, we advance the knowledge management scholarship by presenting a holistic model of co-creation of knowledge involving multiple stakeholders

A quadripartite approach to analysing young British South Asian adults’ dual cultural identity

Adopting an acculturation perspective, this article explicates the duality of young British South Asian adults’ cultural dispositions. In so doing, it examines the complex dialectic processes that influence their acculturation strategies. By using a maximum variation sampling method, respondents from six major cities in Great Britain were interviewed for this study. The findings show that young British South Asian adults exhibit attributes of both of their ancestral and host cultures. Their dual cultural identity is constituted due to four major reasons: consonances with ancestral culture, situational constraints, contextual requirements, and conveniences. This quadripartite perspective informs a non-context specific theoretical model of acculturation. Marketing managers seeking to serve this diaspora market (and others) can utilise this theoretical framework in order to more-fully comprehend diaspora members’ religiosity, social, communal and familial bonding and other cultural dispositions and, moreover, their manifestations in their day-to-day lives