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Auflistung nach Autor:in "Stei, Gerald"

1 - 5 von 5
  • Konferenzbeitrag
    Customer services in the digital transformation: social media versus hotline channel performance
    (Digital Enterprise Computing (DEC 2015), 2015) Rossmann, Alexander; Stei, Gerald
    Due to the digital transformation online service strategies have gained prominence in practice as well as in the theory of service management. This study examines the efficacy of different types of service channels in customer complaint handling. The theoretical framework, developed using complaint handling and social media literature, is tested against data collected from two different channels (hotline and social media) of a German telecommunication service provider. We contribute to the understanding of firm's multichannel distribution strategy in two ways: a) by conceptualizing and evaluating complaint handling quality across traditional and social media channels, and b) by testing the impact of complaint handling quality on key performance outcomes like customer loyalty, positive word-of-mouth, and cross-purchase intentions.
  • Konferenzbeitrag
    External factors determining information system adoption: A literature review on the technology acceptance model
    (Digital Enterprise Computing (DEC 2016), 2016) Stei, Gerald; Rossmann, Alexander
  • Textdokument
    Implementation Strategies for Enterprise Social Networks
    (Digital Enterprise Computing (DEC 2017), 2017) Stei, Gerald; Rossmann, Alexander
    In recent times, enterprises have been increasingly dealing with the use of social media in internal communication and collaboration. In particular, so-called Enterprise Social Networks (ESN), promise meaningful benefits for the nature of work in corporations. However, these plat-forms often suffer from poor degrees of use. This raises the question of what initiatives enterprise can launch in order to stimulate the vitality of ESN. Since the use of ESN is often voluntary, individual adoption by employees need to be examined to find an answer. Therefore, the Unified Theory of Acceptance and Use of Technology (UTAUT) model was selected for the theoretical foundation of this paper. Following a qualitative research approach, the available research provides an analysis of expert interviews on specific ESN implementation strategies and included factors. In order to extensively conceptualize and generalize these strategic considerations, we conducted an inductive coding process. The results reveal that ESN implementation strategies can be understood as a multi-level construct (individual vs. group vs. organizational level) containing different factors dependent on the degree of documentation and intensity. This research in progress describes a qualitative evaluation as a preliminary study for further quantitative analysis of an ESN adoption model.
  • Konferenzbeitrag
    Sales 2.0 in business-to-business (B2B) networks: conceptualization and impact of social media in B2B sales relationship
    (Digital Enterprise Computing (DEC 2015), 2015) Rossmann, Alexander; Stei, Gerald
    In recent years, the rise of the digital transformation received significant importance in Business-to-Business (B2B) research. Social media applications provide executives with a raft of new options. Consequently, interfaces to social media platforms have also been integrated into B2B salesforce applications, although very little is as yet known about their usage and general impact on B2B sales performance. This paper evaluates 1) the conceptualization of social media usage in a dyadic B2B relationship; 2) the effects of a more differentiated usage construct on customer satisfaction; 3) antecedents of social media usage on multiple levels; and 4) the effectiveness of social media usage for different types of customers. The framework presented here is tested cross-industry against data collected from dyadic buyer-seller relationships in the IT service industry. The results elucidate the preconditions and the impact of social media usage strategies in B2B sales relations.
  • Konferenzbeitrag
    User Engagement in Corporate Facebook Communities
    (Digital Enterprise Computing (DEC 2015), 2015) Rossmann, Alexander; Stei, Gerald
    The stimulation of user engagement has received significant attention in extant research. However, the theory of antecedents for user engagement with an initial electronic word-of-mouth (eWoM) communication is relatively less developed. In an investigation of 576 unique user postings across independent Facebook (FB) communities for two German firms, we contribute to the extant knowledge on user engagement in two different ways. First, we explicate senders' prior usage experience and the extent of their acquaintance with other community members as the two key drivers of user engagement across a product and a service community. Second, we reveal that these main effects differ according to the type of community. In service communities, experience has a stronger impact on user engagement; whereas, in product communities, acquaintance is more important.