Business intelligence in online customer textual reviews: Understanding consumer perceptions and influential factors

With the rapid development of information technology, customers not only shop online—they also post reviews on social media. This user-generated content (UGC) can be useful to understand customers’ shopping experiences and influence future customers’ purchase intentions. Therefore, business intelligence and analytics are increasingly being advocated as a way to analyze customers’ UGC in social media and support firms’ marketing activities. However, because of its open structure, UGC such as customer reviews can be difficult to analyze, and firms find it challenging to harness UGC. To fill this gap, this study aims to examine customer satisfaction and dissatisfaction toward attributes of hotel products and services based on online customer textual reviews. Using a text mining approach, latent semantic analysis (LSA), we identify the key attributes driving customer satisfaction and dissatisfaction toward hotel products and service attributes. Additionally, using a regression approach, we examine the effects of travel purposes, hotel types, star level, and editor recommendations on customers’ perceptions of attributes of hotel products and services. This study bridges customer online textual reviews with customers’ perceptions to help business managers better understand customers’ needs through UGC.     

基于SEIR模型的“反电诈”微信公众号宣传效果分析及预测

[目的/意义]研究微信公众号在反电信网络诈骗犯罪宣传中的作用和效果,对普及公众防骗意识、提高宣传效率,遏制电信网络诈骗犯罪发生具有重要意义。[方法/过程]根据微信使用群体广、消息易扩散、传播渠道多等特点,在“电诈可防”理念背景下,采用改进的SEIR模型分析甘肃省兰州市“反电信网络诈骗中心”微信公众号对涉疫情电信网络诈骗犯罪宣传效果。[结果/结论]本地政务微信的关注群体仍以本地微信用户为主,公众号新增“关注用户”和新增“取关用户”均在文章发布时段后达到峰值,且呈现正相关,较从文章读者中产生“关注用户”相比,直接吸引公众号本体“关注用户”方式将更为直接和有效。     

基于偏序集的微信公众号传播力评价研究

[目的/意义]对微信公众号推送信息传播力进行客观、科学的评价,促进自媒体团队更加高效地利用微信公众平台传播信息.[方法/过程]利用可加偏序集理论,建立了蕴含权重的偏序集评价方法.首先,选定评价目标集,收集20个科技类微信公众号原始数据;其次,通过给定权重顺序,构造新的偏序集;最后,得到Hasse矩阵,由Hasse矩阵绘...     

Building Guanxi network in the mobile social platform: A social capital perspective

Mobile social platform such as WeChat Moments has gained great popularity in China in the past few years. However, there are still a lack of studies that focus on Guanxi network building in the virtual social community. Drawing upon social capital theory and technology affordance theory, this study develops a research model to examine the influences of platform media richness and interactivity on users’ social capital and participation behaviors in the WeChat Moments. An empirical survey was conducted in China and 287 valid data were collected from WeChat users. Structural equation modelling analysis was used to test the research model. The empirical results suggest that platform interactivity and media richness are significant technology affordances that promote users’ Guanxi network, and their influences are mediated by social interaction and shared understanding. Furthermore, Guanxi network is positively associated with users’ active participation in the WeChat Moments. Theoretical and practical implications are illustrated in the final section.     

Privacy perception and protection on Chinese social media: a case study of WeChat

In this study, the under-examined area of privacy perception and protection on Chinese social media is investigated. The prevalence of digital technology shapes the social, political and cultural aspects of the lives of urban young adults. The influential Chinese social media platform WeChat is taken as a case study, and the ease of connection, communication and transaction combined with issues of commercialisation and surveillance are discussed in the framework of the privacy paradox. Protective behaviour and tactics are examined through different perceptions of privacy in the digital age. The findings of this study suggest that users possess certain amount of freedoms on WeChat. However, users’ individual privacy attitudes and behaviour in practice suggest they have a declined sense of their own freedom and right to privacy. A privacy paradox exists when users, while holding a high level of concerns, in reality do little to further the protection of their personal information on WeChat. We argue that once a user has ingrained part of their social engagement within the WeChat system, the incentive for them to remain a part of the system outweighs their requirement to secure their privacy online as their decision-making is largely based on a simple cost-benefit analysis. The power and social capital yielded via WeChat is too valuable to give up as WeChat is widely used not only for private conversations, but also for study or work-related purposes. It further blurs the boundaries between the public, the professional and the private, which is a rather unique case compared with other social media around the world.     

Multiplicity and dynamics of social representations of the COVID-19 pandemic on Chinese social media from 2019 to 2020

Documenting the emergent social representations of COVID-19 in public communication is necessary for critically reflecting on pandemic responses and providing guidance for global pandemic recovery policies and practices. This study documents the dynamics of changing social representations of the COVID-19 pandemic on one of the largest Chinese social media, Weibo, from December 2019 to April 2020. We draw on the social representation theory (SRT) and conceptualize topics and topic networks as a form of social representation. We analyzed a dataset of 40 million COVID-19 related posts from 9.7 million users (including the general public, opinion leaders, and organizations) using machine learning methods. We identified 12 topics and found an expansion in social representations of COVID-19 from a clinical and epidemiological perspective to a broader perspective that integrated personal illness experiences with economic and sociopolitical discourses. Discussions about COVID-19 science did not take a prominent position in the representations, suggesting a lack of effective science and risk communication. Further, we found the strongest association of social representations existed between the public and opinion leaders and the organizations’ representations did not align much with the other two groups, suggesting a lack of organizations’ influence in public representations of COVID-19 on social media in China.     

新媒体环境下农民工微信公众号使用行为影响因素分析

【目的/意义】随着互联网技术的快速发展和城镇化进程的不断推进,微信公众号成为农民工群体获得信息 的主要渠道,研究和分析农民工群体的微信公众号使用行为成为了信息行为分析的重要组成部分。【目的/意义】本 研究以使用满足理论作为理论框架,在TAM模型的基础上构建了农民工微信公众号使用行为影响因素模型,通过 结构方程对数据结果进行实证分析。【结果/结论】数据结果表明社群影响对农民工微信公众号使用的满意度等具 有正向影响;感知易用性对感知有用性和用户使用行为具有正向影响;感知有用性对使用行为具有显著影响;满意 度对农民公微信公众号使用行为具有显著影响。本研究对于了解农民工群体信息行为特征,制定新媒体环境下针 对农民工群体的信息服务政策具有理论和实践的指导意义。【创新/局限】在TAM模型的基础上构建了基于使用满 足理论的农民工群体微信公众号使用行为影响因素概念模型,为研究新媒体环境下农民工群体的信息行为提供了 新的研究视角;但研究的调查对象主要为东北地区、河北等地的农民工,在未来的研究中,将进一步扩大研究样本。     

Effect of penitence on social media trust and privacy concerns: The case of Facebook

Abuse of information entrusted to organizations can result in a variety of privacy violations and trust concerns for consumers. In the event of violations, a social media brand or organization renders an apology – a form of social account – to alleviate users’ concerns and maintain user membership and engagement with the platform. To explore the link between apology offered by a social media brand or organization and the users’ trust dynamics in the brand’s services, we study how organizational integrity can contribute to reducing individuals’ privacy concerns whiles increasing or repairing their trust. Drawing on organizational behavioral integrity literature, our proposed research model suggests that the persuasiveness of an apology following a data breach affects users’ trust or spillover trust through their perceptions of the degree of alignment between the words in the apology and the actions of the violating entity. Based on a survey of Facebook users, our findings show that persuasiveness of an apology has a significant impact on users’ perceptions of the alignment between the social media brand’s (i.e. Facebook) words and subsequent actions. These perceptions impact social media brand trust (i.e. users’ trust in Facebook and allied services such as Instagram). We also find that, post data breach incidence, while integrity of the social media organization partially mediates the relationship between persuasive apology and users’ trust, it fully mediates the relationship between the persuasive apology and the privacy concerns expressed by the users. However, users’ privacy concerns do not contribute much to the repair of trust needed to maintain their membership.     

African youths and the dangers of social networking: a culture-centered approach to using social media

With rising numbers of Facebook, Twitter and MXit users, Africa is increasingly gaining prominence in the sphere of social networking. Social media is increasingly becoming main stream; serving as important tools for facilitating interpersonal communication, business and educational activities. Qualitative analyses of relevant secondary data show that children and youths aged between 13 and 30 constitute Africa’s heaviest users of social media. Media reports have revealed cases of abuse on social media by youths. Social networks have severally been used as tools for perpetuating crimes such as; cyberbullying and violence against girls and women. This study proposes a ‘Culture-centered Approach’ to the use of social media in a bid to minimize these cybercrimes and encourage the responsible use of social media amongst African youths. The Culture-centered Approach, which incorporates the tenets of Information Ethics, stresses the need for the respect of the dignity and rights of other online users as well the application of good cultural values and ethical behavior while on social media platforms.     

Process reference frameworks as institutional arrangements for digital service innovation

Information systems (IS) service organizations are increasingly more concerned with their ability to co-create digital services with customers in service ecosystems. Practitioners and researchers, however, lack understanding of which organization mechanisms effectively contribute to IS organizations’ innovation practices. Grounded in service-dominant logic, we hypothesized that process reference frameworks (PRFs), such as the IT Infrastructure Library (ITIL), act as institutional arrangements through their norms, rules, and practices, enhancing IS organizations’ ability to innovate digital services. Data collected from 159 IS organizations confirmed our hypotheses, showing that effects on digital service innovation are mediated by an organization’s digital service climate and co-creation practices. This study makes four major contributions. First, our results contribute to the literature on service-dominant logic and the role of institutional arrangements in facilitating service innovation in service ecosystems. Second, our study offers a novel understanding of PRFs’ role in value co-creation and digital service innovation. Third, by introducing the digital service climate from existing theoretical frameworks that might assist in conceptualizing the role of culture and shared meaning, our study contributes to further theorizing on the social factors that influence service ecosystem practices. Finally, our findings can motivate IT managers to consider using PRFs to develop capabilities for creating business value together with customers.     

Compatible quality of social media content: Conceptualization,measurement, and affordances

Building and maintaining favorable social media relationships with customers require that organizations produce quality content that fits customers’ needs. So far, little if any research has conceptualized and measured this kind of content quality in the context of social media. Therefore, this study proposes and empirically examines a new construct, compatible quality of social media content, which adds to knowledge by expanding prior online content quality research beyond the traditional focus on non-fit quality beliefs. The results of structural equation modeling of responses collected from a sample of active social media users reveal at least three worth noting findings. First, the study confirmed the multidimensionality of compatible quality of social media content, which encompasses reflective, stimulated, practiced, and advocated components. Second, there was equivalence in the measurements of the studied constructs and the structural weights of the proposed network of relationships across the different gender and experience subgroups. Third, compatible quality of social media content was found to influence continued interest, active confidence, and feedback openness. The practical and research implications of these results are discussed.     

Marketing analysis of wineries using social collective behavior from users’ temporal activity on Twitter

Marketing professionals face challenges of increasing complexity to adapt classic marketing strategies to the phenomenon of social networks. Companies are currently trying to take advantage of the useful collective knowledge available on social networks to support different types of marketing decisions. The appropriate analysis of this information can offer marketing professionals with important competitive advantages. This work proposes a new methodology to extract the social collective behavior of Twitter users concerning a group of brands based on the users’ temporal activity. Time series of mentions made by individual users to each company’s Twitter account are aggregated to obtain collective activity data for the companies, which is a consequence of both the company’s and other users’ actions. These data are processed using classical unsupervised machine learning techniques, such as temporal clustering and hidden Markov models, to extract collective temporal behavior patterns and models of the dynamics of customers over time for a single brand and groups of brands. The derived knowledge can be used for different tasks, such as identifying the impact of a marketing campaign on Twitter and comparatively assessing the social behaviors of different brands and groups of brands to assist in making marketing decisions. Our methodology is validated in a case study from the wine market. Twitter data were gathered from four regions of different countries around the world with important wineries (Italy: Veneto, Portugal: Porto and Douro Valley, Spain: La Rioja, and United States: Napa Valley), and comparative behavior analysis was carried out from the perspective of the use of Twitter as a communication channel for marketing campaigns.     

微信群中隐性知识传播模型研究

微信群已成为隐性知识传播的重要平台,但鲜有研究探讨微信群中隐性知识的传播规律。本文基于复杂网络与传播动力学理论研究了微信群中隐性知识的传播机理,建立了微信群中隐性知识的传播模型,推导出了区分隐性知识在微信群中传播与否的阈值条件,验证了传播阈值始终是一个有限数,并对隐性知识传播过程进行了数值模拟。结果表明,微信群的网络结构对隐性知识传播有重要影响,隐性知识在无标度网络中的传播速度比在均匀网络中更快,传播阈值与最终传播规模更大。研究还表明,只要根据阈值条件将有共享意愿的用户数量与有知识吸收能力的用户数量增加到相应的临界值以上,隐性知识就会在微信群中传播。最后对研究结论和未来研究方向进行了讨论。     

轻量化视角下微信小程序用户持续使用意愿研究

以微信小程序为代表的轻量应用一定程度上改变了企业与用户之间的互动方式,如何提高“用户留存”已经成为企业进行社交媒体营销所面临的重要问题。在社交媒体情境下,小程序具有哪些特征、这些特征是否以及如何影响用户的持续使用意愿,并未得到理论界的足够重视。本研究从轻量化视角深入分析,基于信息系统成功模型与情绪理论构建了小程序轻量化特征影响用户持续使用意愿的理论模型。研究表明：信息-任务匹配、系统易用性以及服务响应性正向影响用户持续使用意愿;信息-任务匹配、服务响应性分别对用户积极情绪和流体验有促进作用,系统易用性正向影响用户流体验而对积极情绪的影响不显著;积极情绪分别在信息-任务匹配、服务响应性与用户持续使用意愿之间起到完全中介作用,流体验则完全中介了小程序轻量化特征与持续使用意愿之间的关系。研究构筑了“轻量化特征-情绪反应-行为意愿”完整的传导机制与影响路径,拓展了轻量应用持续使用、社交媒体用户情绪成因相关研究,结论对企业借助轻量应用进行社交媒体营销具有借鉴意义。     

关于图书馆与微信的若干问题思考

[目的/意义]旨在为图书馆提高服务水平提供参考。[方法/过程]通过图书馆微信主题研究和微博主题研究的对比分析和文献计量分析,探讨图书馆微信研究的整体情况、发文趋势、学科分布、热点主题以及存在的问题;通过汇总全国范围内各类图书馆微信服务的调研情况,分析图书馆微信服务的开通情况、服务内容、运营与服务评价、存在的问题和可能的原因。[结果/结论]微信不仅是图书馆一种新的宣传工具和社交媒体,更是一种深藏丰富原创信息的资源。提出图书馆应从资源的角度对微信加以利用。     

医学期刊微信视频号应用现状及发展策略探究

【目的】 了解我国医学期刊微信视频号运营现状,探究现存问题并提出建议,为更多医学期刊发展微信视频号提供思路。【方法】 采用网络搜索法对《中文核心期刊要目总览(2020版)》收录的医药、卫生类期刊名称进行检索,获取期刊开通微信视频号的情况、信息资料、运营情况等相关数据进行统计整理、分析,总结问题并提出有效发展策略。【结果】 医学期刊微信视频号存在开通率低、信息资料不完善、运营意识不强、推送规划不够、平台活跃度不高、渠道引流不足等问题。【结论】 医学期刊在微信视频号领域具有较大发展空间,建议充分发挥新型视频媒介优势及自身学科优势,积极投身微信视频号,重视平台建设,提高运营意识,构建推送体系,并注重用户互动性及多渠道引流,提升微信视频号的传播能力。     

Social media overload,exhaustion, and use discontinuance: Examining the effects of information overload,system feature overload,and social overload

While users’ discontinuance of use has posed a challenge for social media in recent years, there is a paucity of knowledge on the relationships between different dimensions of overload and how overload adversely affects users’ social media discontinuance behaviors. To address this knowledge gap, this study employed the stressor–strain–outcome (SSO) framework to explain social media discontinuance behaviors from an overload perspective. It also conceptualized social media overload as a multidimensional construct consisting of system feature overload, information overload, and social overload. The proposed research model was empirically validated via 412 valid questionnaire responses collected from Facebook users. Our results indicated that the three types of overload are interconnected through system feature overload. System feature overload, information overload, and social overload engender user exhaustion, which in turn leads to users’ discontinued usage of social media. This study extends current technostress research by demonstrating the value of the SSO perspective in explaining users’ social media discontinuance.     

国家重点实验室网络影响力评价及实证研究

为衡量国家重点实验室在新时代背景下的网络媒体影响力,构建网络媒体影响力评价体系,以此分析国家重点实验室的网络媒体影响力水平。利用层次分析法构建国家重点实验室网络媒体影响力评价指标体系,并计算相应的权重系数,同时选取156所国家重点实验室进行实证研究。研究显示,国家重点实验室间的网络媒体影响力参差不齐,且大多数与第三方平台影响力水平同步;国家重点实验室在自主平台特别是微信和官网的利用上还有很大的提升空间。并据此建议积极与多类社交媒体建立联系、强化微信公众号的内容建设以及加强对官方网站的建设与维护等建议。     

Exploring the influence of excessive social media use at work: A three-dimension usage perspective

Pervasive social media has resulted in technology dependency and excessive usage, which can lead to negative outcomes in organizations. This paper aims to investigate the effects of social media’s different excessive usage patterns on employee job performance and the corresponding underlying mechanism. Specifically, we propose three dimensions of excessive social media use at work (i.e., excessive social, hedonic, and cognitive). These dimensions are related to technology-work conflict and strain, which in turn decrease employee job performance. An empirical study of 305 social media users in organizations reveals that excessive social media use for socialization and entertainment can generate conflict between technology use and work demand, whereas excessive social media use for information-sharing reduces employees’ psychological strain. In addition, technology-work conflict and strain negatively influence job performance. The theoretical and practical implications of this study are also discussed.     

Deep strategic mediatization: Organizational leaders’ knowledge and usage of social bots in an era of disinformation

We identified a lack of theoretical concepts and empirical knowledge about the perception and usage of social bots from the organizational and communication management perspective. Therefore, we first introduce social bots in the realm of communication and information management by using a profound literature review. Second, by building on mediatization theory and strategic communication, we introduce the concept of deep strategic mediatization. By surveying the attitudes towards and usage of social bots of leading European communication professionals (n = 2,247) from 49 European countries, we thirdly offer first indications how diverse European organizations in different European regions use social bots. Results indicate, that leading communication professionals in Central and Western Europe as well as Scandinavia perceive highly ethical challenges, while in Southern and Eastern Europe professionals are less skeptical regarding the usage of social bots. Only 11.5 percent (n = 257) declare their organization uses or are making plans to use social bots for strategic communication. They are used primarily for identifying and following social networks users. This refers specifically to the usage of digital traces for strategic communication purposes e.g., to identify topic area opinion leaders or social media influencers. However, this represents only a small minority of the sample – leading to the conclusion that only a small minority of organizations already practice deep strategic mediatization.