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"Lee, Yang-Im"
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Millennials and repurchasing behaviour: a collectivist emerging market
PurposeThis study explains how retailers can use the knowledge function of attitudinal theories to understand how millennials in a collectivist emerging market, trade-off between a satisfactory customer service experience versus price when repurchasing a smartphone.Design/methodology/approach356 usable questionnaires (86% response rate) were collected and analysed using structural equation modelling (SEM), AMOS.FindingsMillennials in Vietnam tend to adopt an individualistic approach when repurchasing a smartphone and utilise their knowledge of the product. However, they value personalised customer service that is specific to their needs, especially interactions with sales staff that raises their confidence and self-esteem. The unique interaction allows authorised retailers to distinguish themselves from unauthorised retailers. Repurchase behaviour is encouraged by low uncertainty avoidance in conjunction with price sensitivity; and the desire to be seen as achieving a high social status.Research limitations/implicationsThe data for the study was collected in Hanoi, the main city of Vietnam and is representative only of urban-based millennials.Practical implicationsRetailers considering entering an collectivist emerging market need to understand that millennials are price sensitive and may repurchase from unauthorised retailers. Accurate information and sales promotions can be used to stimulate demand for a high involvement product.Originality/valueFunctional theories of attitudes is used to link the concept of customer service with knowledge function utilisation in order to establish how customers in a collectivist emerging market process information and share knowledge through socialisation.
Journal Article
Strategic cyber security management
\"This textbook places cyber security management within an organizational and strategic framework, enabling students to develop their knowledge and skills for a future career. The reader will learn to: evaluate different types of cyber risk, carry out a threat analysis and place cyber threats in order of severity, formulate appropriate cyber security management policy, establish an organization-specific intelligence framework and security culture, devise and implement a cyber security awareness programme, and integrate cyber security within an organization's operating system. Learning objectives, chapter summaries and further reading in each chapter provide structure and routes to further in-depth research. Firm theoretical grounding is coupled with short problem-based case studies reflecting a range of organizations and perspectives, illustrating how the theory translates to practice, with each case study followed by a set of questions to encourage understanding and analysis. Non-technical and comprehensive, this textbook shows final year undergraduate students and postgraduate students of Cyber Security Management, as well as reflective practitioners, how to adopt a pro-active approach to the management of cyber security. Online resources include PowerPoint slides, an instructor's manual, and a test bank of questions\"-- Provided by publisher.
Book
Combining Sociocultural Intelligence with Artificial Intelligence to Increase Organizational Cyber Security Provision through Enhanced Resilience
Although artificial intelligence (AI) and machine learning (ML) can be deployed to improve cyber security management, not all managers understand the different types of AI/ML and how they are to be deployed alongside the benefits associated with sociocultural intelligence. The aim of this paper was to provide a context within which managers can better appreciate the role that sociocultural intelligence plays so that they can better utilize AI/ML to facilitate cyber threat intelligence (CTI). We focused our attention on explaining how different approaches to intelligence (i.e., the intelligence cycle (IC) and the critical thinking process (CTP)) can be combined and linked with cyber threat intelligence (CTI) so that AI/ML is used effectively. A small group interview was undertaken with five senior security managers based in a range of companies, all of whom had extensive security knowledge and industry experience. The findings suggest that organizational learning, transformational leadership, organizational restructuring, crisis management, and corporate intelligence are fundamental components of threat intelligence and provide a basis upon which a cyber threat intelligence cycle process (CTICP) can be developed to aid the resilience building process. The benefit of this is to increase organizational resilience by more firmly integrating the intelligence activities of the business so that a proactive approach to cyber security management is achieved.
Journal Article
The Global Cyber Security Model: Counteracting Cyber Attacks through a Resilient Partnership Arrangement
In this paper, insights are provided into how senior managers can establish a global cyber security model that raises cyber security awareness among staff in a partnership arrangement and ensures that cyber attacks are anticipated and dealt with in real time. We deployed a qualitative research strategy that involved a group interview involving cyber security and intelligence experts. The coding approach was used to identify the themes in the data and, in addition, a number of categories and subcategories were identified. The mind map approach was utilized to identify the thought processes of senior managers in relation to ensuring that the cyber security management process is effective. The global cyber security model can be used by senior managers to establish a framework for dealing with a range of cyber security attacks, as well as to upgrade the cyber security skill and knowledge base of individuals. In order for a cyber security mentality to be established, senior managers need to ensure that staff are focused on organizational vulnerability and resilience, there is an open and transparent communication process in place, and staff are committed to sharing cyber security knowledge. By placing cyber security within the context of a partnership arrangement, senior managers can adopt a collectivist approach to cyber security and benefit from the knowledge of external experts.
Journal Article
Enhancing Marketing Provision through Increased Online Safety That Imbues Consumer Confidence: Coupling AI and ML with the AIDA Model
To enhance the effectiveness of artificial intelligence (AI) and machine learning (ML) in online retail operations and avoid succumbing to digital myopia, marketers need to be aware of the different approaches to utilizing AI/ML in terms of the information they make available to appropriate groups of consumers. This can be viewed as utilizing AI/ML to improve the customer journey experience. Reflecting on this, the main question to be addressed is: how can retailers utilize big data through the implementation of AI/ML to improve the efficiency of their marketing operations so that customers feel safe buying online? To answer this question, we conducted a systematic literature review and posed several subquestions that resulted in insights into why marketers need to pay specific attention to AI/ML capability. We explain how different AI/ML tools/functionalities can be related to different stages of the AIDA (Awareness, Interest, Desire, and Action) model, which in turn helps retailers to recognize potential opportunities as well as increase consumer confidence. We outline how digital myopia can be reduced by focusing on human inputs. Although challenges still exist, it is clear that retailers need to identify the boundaries in terms of AI/ML’s ability to enhance the company’s business model.
Journal Article
Advances in Cybersecurity: Challenges and Solutions
Cyberattacks have increased in intensity and sophistication in recent years, resulting in defensive actions to safeguard company assets and vulnerable people [...]
Journal Article
Harnessing Community Value Co-Creation: Reactivating an External Operant Actor’s Sense of Self-Improvement
Since COVID-19, there has been an increase in the utilization of food banks owing to a number of factors, including a reduction in household income due to job losses and an increase in the cost of living, which has affected people on low incomes. In this paper, we explain how people that are in need of assistance and have limited knowledge of service provision can be remotivated through regaining their self-esteem. This is achieved through various forms of intervention. By adopting a metaphorical approach, we conceptually explore how intervention provided by a social inclusion community center stimulates recipients to re-ignite their desire for self-improvement. This is achieved through an analogy made, comparing a Formula 1 motor racing team servicing a car during a pit-stop and a person (recipient) in need of food visiting a food bank to collect a food parcel. Based on a conceptual analysis, we propose a framework outlining the interactional process involving the social inclusion community center staff and a recipient, whereby the recipient becomes, through empowerment, an external operant actor and resource integrator for the social inclusion community center. This is achieved through a circular value co-creation process. Through the circular motion of the value co-creation, an external operant actor regains self-confidence due to gaining a sense of belonging and feeling inspired to contribute to the community they are associated with.
Journal Article
How Cyber Security Enhances Trust and Commitment to Customer Retention: The Mediating Role of Robotic Service Quality
Cyber security is supportive of robotic service provision, the objective of which is to help marketers achieve their aim of providing a high level of service. Marketers need to be aware of cyber security issues and adhere to established cyber security policies. We investigate trust and commitment in relation to customer retention while assessing the mediating role of robotic service quality (RSQ). We employ a survey-based study that utilises 231 valid responses from customers in São Paulo, Brazil. To analyse the data, we used partial least squares structural equation modelling (PLS-SEM). The results show that trust and commitment have a positive impact on customer retention. RSQ has a partial mediation effect on the relationship between the latent constructs of trust, commitment, and customer retention. Thus, it can be suggested that RSQ, which embeds trust and commitment, assists in building a loyal customer base. Marketers outside the Latin American region can benefit from the results of this study since it incorporates cyber security awareness and policy within marketing strategy implementation, ensuring that RSQ is aligned in terms of the digitalisation goals of the company.
Journal Article