Suchergebnisse

Purpose
In the digital era, business-to-business (B2B) salespersons are encouraged to communicate with buyers on social media platforms and shape customer loyalty. However, the effect of social media usage and its mechanism remain unexplored. The purpose of this paper is to investigate how salespersons' social media usage influences B2B buyers' trust beliefs and purchase risk, and therefore, customer loyalty.


Design/methodology/approach
The authors conduct an online-survey, use partial least squares structural equation modeling to analyze the data, and adopt SPSS PROCESS macro 2.13 to test mediation effects.


Findings
Salespersons' social media usage can enhance buyers' trust beliefs on salespersons' ability, integrity and benevolence, but only the latter two can improve customer loyalty. Social media usage does not directly affect purchase risk, and only benevolence can reduce purchase risk. Serial mediation models reveal that the effect of social media usage on customer loyalty is mediated by buyers' trust beliefs on salespersons' integrity/benevolence and purchase risk.


Originality/value
First, the authors confirm the effect of social media usage on customer loyalty in B2B context and refute the fallacy of social media uselessness in B2B practices. Second, the research shows that buyers' trusting beliefs on salesperson's ability and integrity do not significantly influence perceived risk. The finding is different from the stereotypical judgment in B2C scenarios. Third, the authors distinguish differently weighted influences of buyers' trusting beliefs on salesperson's ability, integrity and benevolence, and highlight the role of salespersons' altruism attributes in shaping customer loyalty.

AbstractBeing exposed to more data and devices with tracking functions than ever, quantification is concerned by an increasing number of consumers. The self‐reflection from data may raise consumers' awareness of their own goals to better modify their behaviors. This paper describes consumers' reaction to quantification and confirms its motivational effect in goal pursuit. First, we investigate the motivational effect of quantification and reveal its internal mechanism from the individual–community perspective. Results show that quantification can promote consumers' goal pursuit motivation. A quantified (vs. nonquantified) way to track progress in pursuit of a goal can strengthen consumers' self‐empowerment (individual level) and difference‐insight (community level), thus enhancing the goal pursuit motivation. Second, we explore the moderating effect of some factors on the motivational effect of quantification. Results confirm that self‐empowerment can be enhanced with high data–color consistency, and difference‐insight can be increased with low outcome–process consistency. Third, we identify the validity of various data presentation modes. Using the interactive progress framing (to date with to go) together with the several subunits mode to deliver data in different progress stages is found to be an effective way to promote consumers' goal pursuit motivation.