Browsing by Author "Dalziel, Nurdilek"
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Item Open Access Bad Outcomes from Good Practice within Emergent Negative Online Engagement(2018-07-02) Waite, K.; Dalziel, Nurdilek; Harrison, T.Social media is a complex, interactive and co-creative environment where marketers seek to promote brand values. The construct of online consumer engagement (OCE) has emerged as a key metric of social media marketing outcomes. Research has focused on positive OCE resulting and there is limited insight into the critical drivers of negative OCE. This paper draws on both Practice Theory and Justice Theory to identify a range of customer and organisational interaction practices during episodes of negative OCE within the customer services Facebook pages of retail banks. Results indicated instances of where “good” customer services practices have turned “bad” when applied to the social media context. The empirical work advances the theoretical concept of OCE to suggest that it may be targeted at a broader network of actors than has been conceptualised.Item Open Access Consumer Perceptions towards Radical Innovation: Autonomous Cars(British Academy of Management, 2016-09-06) Poo, B. L.; Dalziel, NurdilekThis study aims to investigate consumer perception towards radical innovation in order to provide practitioners with an understanding of consumer behaviour with a particular focus on the correlation between consumer resistance to innovation and intention of adoption. Such knowledge is likely to provide guidance to organisations for the upcoming launch of their radical innovation, and hence to reduce the innovation failure rates. Technological developments over the years have changed how consumers manage their lives. Nowadays consumers’ lives are getting “smarter” stimulated by the development of “smartphones”, “smart homes”, “smart offices” and most recently “smart cars”. In this paper, autonomous cars have been selected as radical innovation due to its unique status as a widely discussed and globally promoted product but still in the pre-launch stage. Our survey identified financial, tradition and norm as major barriers for consumer resistance towards radical innovation. In comparison, image and status associated with driving an autonomous car were perceived to be a highly valued factor.Item Open Access Contesting the Legitimacy of Negative Online Customer Engagement(2017-05-29) Waite, Kathryn; Dalziel, Nurdilek; Harrison, TinaSocial media is a complex, interactive and co-creative environment where marketers seek to promote brand values. The construct of online consumer engagement (OCE) has emerged as a key metric of social media marketing outcomes. Research has focused on positive OCE resulting and there is a limited insight into the critical drivers of negative OCE. This paper draws on both Practice Theory and Institutional Theory to identify a range of customer and organisational interaction practices during episodes of negative OCE within the customer services Facebook pages of retail banks. Results show misalignment in accounts of practices with customer narratives drawing upon moral legitimisation strategies, external bank narratives drawing on regulatory and cognitive legitimacy whilst internal organisational narratives mobilise pragmatic legitimacy. The empirical work uses Institutional theory to posit that OCE may be targeted at a broader network of actors than has been previously conceptualised.Item Embargo Customer Complaints and Service Recovery on Social Media(Academic Conferences and Publishing International, 2015-07-01) Dalziel, NurdilekPurpose: The services marketing literature recognises the importance of technology in improving service quality, customer satisfaction and providing efficient service recovery tactics. There is evidence on how technology affects consumer complaints and recovery strategies. However, academic research on social media, as an emerging technology platform, is rather scant. This is surprising since many businesses have extended their service provision to include social media platforms. The purpose of this paper is to extend the research on social media and provide insights into customer complaint behaviour and service recovery strategies using social media. In turn, research on outcome and process related service failures and resource-exchange theory are used to form the theoretical framework of this paper. Methodology: The context of this study is the banking industry. It serves as a valuable means by which to understand social media customer services because banks are using social media platforms as part of in their multi-delivery channels. The focus is Barclays Bank Facebook page which provides rich data for observing customer firm interactions. There were 255 customer complaints (and subsequent comments) posted in June-July 2013 that were analysed using qualitative data analysis methods. Findings: Evidence is presented on the overwhelming number of outcome-related service failures. This suggests that customers are more likely to place a complaint on firms’ Facebook pages when there is a problem with the delivery of a core service. Moreover, the data extend the applicability of resource-exchange theory to social media customer services. There was a fit between the type of service failure and recovery efforts. More customers with process-related service failure received an apology and empathetic response than customers with outcome-related service failures. Finally, there were inconsistencies among Facebook teams in terms of the way they responded to customer complaints, which we call the “social media lottery”. Depending on the people who were working, some customers received a faster and more empathetic response, and some received privileged treatment such as the Bank’s Facebook team calling the customer’s branch to book an appointment on behalf of the customer. Practical Implications: The findings demonstrate the need for frontline social media staff to receive appropriate training and empowerment that enables them to work effectively to address service failures in a consistent way. Originality / Value: This research improves understanding of social media customer services by presenting empirical data on how customer complaints are managed on Facebook. More specifically, Facebook offers a good opportunity to observe the different parties interacting. In comparison with traditional service encounters, social media encounters are more transparent involving multiple actors. In this study, there is a critical examination of how customer complaints and recovery strategies are affected in the new social media context.Item Open Access Customer Services on Facebook: An Investigation into the UK Banking Sector(Istanbul Gelisim University, 2015-05-21) Dalziel, NurdilekThis research aims to present insights into customer services on social media. There is rich literature on traditional customer services, which approach customer services different perspectives including (a) interactions with service providers (as human and remote interactions), (b) service environment and (c) interactions with other customers (for example through word-of-mouth communication). With the emergence of social media platforms, many businesses extended their service provision to include social media. According to industry sources, 80% of companies were planning to use social media for customer service by the end of 2012. Social media customer service is likely to reshape the provision of services between firms and their customers. However, there is very limited empirical research on the effectiveness of social media platforms as a customer services channel. Therefore, the purpose of this article is to address this gap by focusing on the UK banking sector and analysing their use of Facebook to provide customer services.Item Open Access Debt and Financial literacy in Leicester(2023-01-10) Igudia, Eghosa; Cartwright, Edward; Dalziel, NurdilekWhy do individuals or households with debt typically delay before accessing debt advice or help? What are the main triggers of ‘unaffordable debt’? And what factors lead to individuals seeking debt advice and support? We undertook a research project in 2021 and 2022 with the aim of understanding the challenges faced by individuals and households who are in debt in Leicester. We summarize in this report, key findings from the study. Then, appropriate policy recommendations are offered.Item Open Access Foodbank Operations in Leicester(2025-03-21) Igudia, Eghosa; Dalziel, Nurdilek; Cartwright, EdwardFoodbanks play a crucial in our society. For example, during periods of rising cost and economic crisis studies have reported a significant increase in the use of foodbanks. Not only that, there are suggestions that some foodbanks offer a diverse range of services. However, significant differences exist in both the offerings and quality of services rendered by foodbanks. This makes it imperative for a deeper study to better understand the level and quality of foodbank offerings in Leicester. In this report, we present a summary of the findings from the interviews and focus group meetings we undertook across seven (7) foodbanks in Leicester.Item Open Access An Investigation into the Role of Social Media Marketing in Organisational Performance(European Conference on Social Media, 2016-07-12) Barakat, B.; Dalziel, NurdilekPurpose: In an era that is characterised by speed and ruled by technology, new communication tools are required to achieve business objectives in a fast and innovative manner. This is facilitated by the emergence of Web 2.0 tools. Consequently, social media aroused as an assemblage of internet-based platforms that utilise the technological and ideological foundations of Web 2.0. While social media changed the fundamentals of business, marketing and communications in general, it also redefined consumer behaviour and patterns of consumption. In spite of the popular use of social media platforms by businesses, there is a lack of research and empirical evidence examining how, if any, social media platforms impact on the overall business performance. Return on Investment (ROI) is traditionally used to measure business performance. A new concept called social ROI, emerged as a central topic in strategic marketing in recent years. However, little is known on how to formulate this metric in a meaningful way. Consequently, in this paper, we focus on social ROI and investigate how organisations measure the outcome of their social media marketing programmes. We aim to contribute to social media research by presenting empirical evidence on the following issues: RQ1: What benefits can businesses gain by presenting an active presence on social media platforms? RQ2: In what ways can social media be utilised to help to achieve business objectives? RQ3: What are the drawbacks of using traditional ROI metric to measure the performance of social media marketing activities? Methodology: Taking a positivist approach, we designed a quantitative study. A questionnaire was emailed to 150 businesses operating in the United Arab Emirates by using snowball sampling method. 96 businesses completed the survey, which resulted in a response rate of 64 percent. Six questionnaires were discarded due to a large number of missing questions. Hence, our data analysis is based on ninety fully completed questionnaires. Findings: We present empirical evidence that the companies that participated in our research still utilise traditional ROI to measure the outcome of their marketing programmes. At the same time, there was agreement across the respondents that ROI had limitations to measure the impact of social media campaigns. Consequently, a number of alternative metrics were being used ranging from “audience growth rate” to “engagement rate” and “visitor frequency rate”. Moreover, the study respondents highlighted the role of social media in (i) promoting customer relationships and (ii) having a potential in improving sales performance by generating new leads. Managerial Implications: This research suggests that businesses can benefit from participating on social media platforms if their social media marketing objectives are set out well and executed accordingly. Firms should embrace social media as a key aspect of their overall business and marketing strategy and should not treat social media solely as another promotional channel. However, it will not be beneficial to rely on traditional ROI. Alternative performance metrics should be used for measuring the performance of social media marketing activities.Item Open Access Lost in Numbers? Anchoring Effects in Advertising Claims and Product Information(British Academy of Management, 2015-09-08) Conaty, Robert J.; Dalziel, NurdilekAccording to anchoring theory, if unsure, human beings are predisposed to treat the first information they see as a starting point when making a judgement. This, often sub-conscious process, means random information can influence decisions in ways consumers are often unaware of. This paper tests this principle in advertising contexts to understand how anchoring may affect the way consumers interpret numbers within marketing messages. The results support the semantic priming and semantic anchoring models, which predict that random numbers will bias estimates when the wording of the ‘anchor’ is similar to the object of the estimate. We present evidence that this is the case even when the information is not directly relevant to the task. Contrastingly, no evidence is found to support the ‘simple numeric priming’ view of anchoring, which predicts that entirely abstract information can bias estimates.Item Open Access Mapping in-work poverty and debt in Leicester: An insight into its scale, antecedents, challenges and solution(2025-02-14) Igudia, Eghosa; Dalziel, Nurdilek; Cartwright, EdwardIn-work poverty (IWP) is prevalent in East Midlands with consequences for individuals and the regional economy. Accounting for more than half of child poverty, IWP is a critical issue that needs urgent attention. IWP is likely to become more acute during rising cost and economic crisis. Yet, it’s not widely known or measured in the UK. Therefore, in this report, we present a summary of findings from our research, which mapped IWP in Leicester and offer insights into its scope, antecedents, challenges and the ways in which we can support people who are subject to IWP.Item Open Access A Matter of Trust: The Impact of Trust on SMEs Banking Relationships in the UK(British Academy of Management, 2015-09-08) Lewis, K.; Gandy, A.; Dalziel, NurdilekBanking relationships are largely researched in the context of retail banking. Small and medium-sized enterprises (SMEs) play a vital role in reviving the economy. However, there is limited research on SME-bank relationships, and it is under-researched whether the key relationship components that are used in retail banking are adequate to understand SME-bank relationships. Therefore, the purpose of this paper is to investigate the impact of key relationship components (which are identified as trust in the relationship partner, customer satisfaction and buyer-seller bonds) on customer loyalty and share-of-wallet in the context of SME-bank relationships. By taking a quantitative approach, a survey was designed targeting SMEs in the UK. We have identified similarities between B2C and B2B marketing as well as some differences. The findings of this research can be used by financial services marketers looking to build relationships with their SME customers, and may also help to inform future research.Item Open Access Mediation effect of financial attitude on financial knowledge and financial behavior: The case of university students(SSBFNET, 2020-03-14) Coskun, Ali; Dalziel, NurdilekIn this study, we aim to look into the relation among different aspects of an individual’s attribute with financial issues, namely financial knowledge, attitude and behavior and to examine whether the relationship between financial knowledge and financial behavior is strengthened with financial attitude. To this end, 396 university students in Turkey are surveyed online regarding their attitudes towards financial issues, their level of financial knowledge, and their financial behavior. We use Factor Analysis, Cronbach's Alpha, and Structural Equation Modeling (SEM) to analyze the relationship between financial knowledge of the survey participants with their financial attitude and behavior as well as the mediation effect of financial attitude in this relationship. We find that financial attitude acts as a mediator in the financial knowledge and financial behavior relationship and financial attitude’s intervention reinforces this relationship.Item Metadata only Mobile Payments in Turkey (as of 2013)(Palgrave Macmillan, 2016) Avunduk, Can Ali; Dalziel, NurdilekThis chapter looks into the development and characteristics of mobile payment systems in Turkey until 2013. With over 72 million mobile phone users and mobile phone ownership reaching a penetration level of 90%, Turkey is an attractive market for mobile payments. Initiated by the leading GSM carrier Turkcell in April 2009, the driving forces for this technology are GSM operators and their technology partners (i.e. mobile payment aggregators). The system targets a relatively young population who are frequent users of online gaming sites and social networks. We argue that the power of the Turkish mobile payments is related to their potential to contribute to cashless society by tapping into a market which is under-served: low-value high volume online entertainment transactions. In this way, Turkish mobile payment systems supplement, rather than substitute, other payment methods. In this chapter, we also discuss the strengths and limitations of mobile payments as viewed by consumers.Item Embargo A Tale of Two Banks(IGI Global, 2017-01-01) Dalziel, Nurdilek; Hontoir, JanetBy focusing on Facebook as an emerging social media (SM) customer services channel, this research provides an insight into social media service encounters. Data were collected from the Facebook pages of two British banks. Evidence is presented on the discrepancy between what customers expected of SM and what banks were prepared to offer, a discrepancy which resulted in customer frustration. The findings also demonstrate that, apart from banking regulation, a bank’s own SM policies and the training and empowerment of its staff are likely to impact on the quality of firm-customer interactions on SM. It is challenging for financial institutions to develop strategies to address customer queries satisfactorily on their SM pages and at the same time to work within the rules of compliance regulations. Moreover, many customers who put up a complaint on SM are observed to have developed rather negative feelings about their banks and to have lost their trust, suggesting a lack of clarity about the limited role of banks’ Facebook channel among customers.