Suchergebnisse

AbstractA crisis stems from an unexpected negative change in the environment, threatening the high‐priority values of the organization. As a crisis, the COVID‐19 pandemic jolted businesses worldwide, necessitating an investigation into the aspects of such an unsolicited change in the culture and effectiveness of organizations. With this aim, this research is based on a two‐step explanatory case study of a manufacturing firm. In the first step, to measure the change in the OC, a paired‐sample test was conducted using the Denison organizational culture survey model. Next, a qualitative inquiry was carried out, and the data were analysed through theme analysis. The results show significant changes in all 4 traits, including strategic direction and intent, vision and agreement, explained by the 12 qualitative themes. Ultimately, this study answers the long‐overlooked impact of a jolt, inducing a crisis, on the organizational culture. It sheds light on the importance of clarity of vision, core values and trust during a crisis.

Purpose
COVID-19 has affected most business activities, including technology-based business. The higher the business vulnerability rating, the greater the impacts. After identifying three dimensions of vulnerability (exposure, business sensitivity and response capacity), this study aims to determine the potential components and indicators of the vulnerability of technology-based businesses.


Design/methodology/approach
Using the indicator approach, a comprehensive vulnerability model was developed for assessing the vulnerability of the technology-based business against COVID-19.


Findings
In this study, COVID-19, as a biological threat and an exogenous shock, was considered the exposure dimension. Business characteristics, job characteristics, business owner-manager demographics, product and supplier characteristics were identified as the sensitivity dimension, while resources, human capital, technological capitals, social capitals, institutional capitals, infrastructures, management capacity and supply chain capabilities were defined as the adaptive business capability or response capacity. To determine vulnerability and response capacity against exogenous shocks and a pandemic crisis, the framework can act as a useful checklist for managers and owners of technology-based businesses.


Originality/value
Research on the COVID-19, especially in the technology-based business, is still at the emergent stage. This study is a pioneering effort to review the literature on business vulnerability and provide a framework to reduce business vulnerability using the indicator-based approach.

PurposeThe paper aims to investigate how customer satisfaction can be achieved in the context of digital platform services, its influence on electronic word of mouth (eWOM) and how such relationships can be moderated by perceived technological innovativeness (PTI).Design/methodology/approachThe research framework was developed and empirically tested using an online survey and analysed using structural equation modelling (SEM). Data were gathered from 501 Uber customers in London, UK.FindingsThe study recognises and confirms that trust and cost saving enhanced customer satisfaction in Uber mobility services, which has a positive impact on eWOM. There are other findings regarding users who share rides vs those who do not share. Furthermore, it has been found that PTI moderates the relationship between customer satisfaction and eWOM.Originality/valueThe research draws on collaborative consumption literature and contributes to the antecedents of customer satisfaction in digital economy literature: trust, environmental impact, cost saving and utility. The study offers an empirical validation of the role of PTI in enhancing eWOM. The paper breaks new ground for a better understanding of how PTI can moderate the influence of customer satisfaction and eWOM in digital platforms.