IDEAS home Printed from https://ideas.repec.org/a/eee/tefoso/v170y2021ics0040162521003012.html
   My bibliography  Save this article

Social media and the new product development during COVID-19: An integrated model for SMEs

Author

Listed:
  • Rakshit, Sandip
  • Mondal, Sandeep
  • Islam, Nazrul
  • Jasimuddin, Sajjad
  • Zhang, Zuopeng

Abstract

Despite Multinational Enterprises’ growing interest in New Product Development (NPD), research into the use of social media in the NPD process in Small and Medium-sized Enterprises (SMEs) is lacking. In response, we propose and test an integrated model of the NPD process using social media. Data was collected from SMEs across industry sectors in India during the COVID-19 pandemic. This research applies structural equation modeling (SEM) to achieve a detailed understanding of the issue. The findings reveal that Integrated Social Media Interaction (ISMI) depends on Customer-Centric Focus (CCF), Customer Engagement Focus (CEF), and Customer Empathy Focus (CEmF). Based on the literature and our analytical research, it is revealed that the use of social media networks as a source of knowledge for NPD ventures is a systematic component of the NPD process for SMEs during the COVOD-19 pandemic. To support their NPD initiatives, SMEs may depend on this hypothesized integrated model. The analysis concludes with SME managers' realistic and managerial guidance. This study provides useful insights for managers who wish to enhance NPD activities for SMEs through social media, and offers useful guidance to SMEs and innovation scholars, encouraging further research in this area.

Suggested Citation

  • Rakshit, Sandip & Mondal, Sandeep & Islam, Nazrul & Jasimuddin, Sajjad & Zhang, Zuopeng, 2021. "Social media and the new product development during COVID-19: An integrated model for SMEs," Technological Forecasting and Social Change, Elsevier, vol. 170(C).
    • Handle: RePEc:eee:tefoso:v:170:y:2021:i:c:s0040162521003012
    DOI: 10.1016/j.techfore.2021.120869
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0040162521003012
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.techfore.2021.120869?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Mohit Goswami & M. K. Tiwari, 2015. "Product feature and functionality driven integrated framework for product commercialization in presence of qualitative consumer reviews," International Journal of Production Research, Taylor & Francis Journals, vol. 53(16), pages 4769-4788, August.
    2. Waseem Bahadur & Saira Aziz & Salman Zulfiqar, 2018. "Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality," Cogent Business & Management, Taylor & Francis Journals, vol. 5(1), pages 1491780-149, January.
    3. Wang, Wei & Liang, Qiaozhuan & Mahto, Raj V. & Deng, Wei & Zhang, Stephen X., 2020. "Entrepreneurial entry: The role of social media," Technological Forecasting and Social Change, Elsevier, vol. 161(C).
    4. Sunil Venaik & David F Midgley & Timothy M Devinney, 2005. "Dual paths to performance: the impact of global pressures on MNC subsidiary conduct and performance," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 36(6), pages 655-675, November.
    5. Abubakar, Yazid Abdullahi & Hand, Chris & Smallbone, David & Saridakis, George, 2019. "What specific modes of internationalization influence SME innovation in Sub-Saharan least developed countries (LDCs)?," Technovation, Elsevier, vol. 79(C), pages 56-70.
    6. Sakka, Georgia & Ahammad, Mohammad Faisal, 2020. "Unpacking the relationship between employee brand ambassadorship and employee social media usage through employee wellbeing in workplace: A theoretical contribution," Journal of Business Research, Elsevier, vol. 119(C), pages 354-363.
    7. Johanna Gummerus & Veronica Liljander & Emil Weman & Minna Pihlström, 2012. "Customer engagement in a Facebook brand community," Management Research Review, Emerald Group Publishing Limited, vol. 35(9), pages 857-877, August.
    8. Ngo, Liem Viet & Nguyen, Thi Nguyet Que & Tran, Nam The & Paramita, Widya, 2020. "It takes two to tango: The role of customer empathy and resources to improve the efficacy of frontline employee empathy," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
    9. Yuanzhu Zhan & Kim Hua Tan & Baofeng Huo, 2019. "Bridging customer knowledge to innovative product development: a data mining approach," International Journal of Production Research, Taylor & Francis Journals, vol. 57(20), pages 6335-6350, October.
    10. Fernandes, Silvia & Belo, Ana & Castela, Guilherme, 2016. "Social network enterprise behaviors and patterns in SMEs: Lessons from a Portuguese local community centered around the tourism industry," Technology in Society, Elsevier, vol. 44(C), pages 15-22.
    11. Gloor, Peter A. & Fronzetti Colladon, Andrea & Grippa, Francesca & Hadley, Beth Marie & Woerner, Stephanie, 2020. "The impact of social media presence and board member composition on new venture success: Evidences from VC-backed U.S. startups," Technological Forecasting and Social Change, Elsevier, vol. 157(C).
    12. Bashir, Naheed & Papamichail, K.Nadia & Malik, Khaleel, 2017. "Use of Social Media Applications for Supporting New Product Development Processes in Multinational Corporations," Technological Forecasting and Social Change, Elsevier, vol. 120(C), pages 176-183.
    13. Lee, Corrinne Mei Jyin & Che-Ha, Norbani & Syed Alwi, Sharifah Faridah, 2021. "Service customer orientation and social sustainability: The case of small medium enterprises," Journal of Business Research, Elsevier, vol. 122(C), pages 751-760.
    14. Choi, Jaewoong & Oh, Seunghyun & Yoon, Janghyeok & Lee, Jae-Min & Coh, Byoung-Youl, 2020. "Identification of time-evolving product opportunities via social media mining," Technological Forecasting and Social Change, Elsevier, vol. 156(C).
    15. Abbasi, Kaleemullah & Alam, Ashraful & Du, Min (Anna) & Huynh, Toan Luu Duc, 2021. "FinTech, SME efficiency and national culture: Evidence from OECD countries," Technological Forecasting and Social Change, Elsevier, vol. 163(C).
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Rakshit, Sandip & Islam, Nazrul & Mondal, Sandeep & Paul, Tripti, 2022. "Influence of blockchain technology in SME internationalization: Evidence from high-tech SMEs in India," Technovation, Elsevier, vol. 115(C).
    2. Baier-Fuentes, Hugo & Andrade-Valbuena, Nelson A. & Huertas Gonzalez-Serrano, Maria & Gaviria-Marin, Magaly, 2023. "Bricolage as an effective tool for the survival of owner-managed SMEs during crises," Journal of Business Research, Elsevier, vol. 157(C).
    3. Li, Xishu & Voorneveld, Maarten & de Koster, René, 2022. "Business transformation in an age of turbulence – Lessons learned from COVID-19," Technological Forecasting and Social Change, Elsevier, vol. 176(C).
    4. Dwivedi, Yogesh K & Shareef, Mahmud A & Akram, Muhammad S & Bhatti, Zeeshan A & Rana, Nripendra P, 2022. "Examining the effects of enterprise social media on operational and social performance during environmental disruption," Technological Forecasting and Social Change, Elsevier, vol. 175(C).
    5. Nanath, Krishnadas & Balasubramanian, Sreejith & Shukla, Vinaya & Islam, Nazrul & Kaitheri, Supriya, 2022. "Developing a mental health index using a machine learning approach: Assessing the impact of mobility and lockdown during the COVID-19 pandemic," Technological Forecasting and Social Change, Elsevier, vol. 178(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Burlea-Schiopoiu, Adriana & Puiu, Silvia & Dinu, Adina, 2022. "The impact of food delivery applications on Romanian consumers’ behaviour during the COVID-19 pandemic," Socio-Economic Planning Sciences, Elsevier, vol. 82(PA).
    2. Rakshit, Sandip & Islam, Nazrul & Mondal, Sandeep & Paul, Tripti, 2022. "Influence of blockchain technology in SME internationalization: Evidence from high-tech SMEs in India," Technovation, Elsevier, vol. 115(C).
    3. Rajeev Kumra & Praveen Kumar Sharma, 2022. "Mediating role of trust in the impact of perceived empathy and customer orientation on intention to continue relationship in Indian banks," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(4), pages 372-386, December.
    4. Utz Schäffer & Matthias D. Mahlendorf & Jochen Rehring, 2014. "Does the Interactive Use of Headquarter Performance Measurement Systems in Foreign Subsidiaries Endanger the Potential to Profit from Local Relationships?," Australian Accounting Review, CPA Australia, vol. 24(1), pages 21-38, March.
    5. Julius H. Johnson, Jr. & Dinesh A. Mirchandani & Seng-Su Tsang, 2008. "Competitive Dynamics, Global Industry Cycles, Integration-Responsiveness, and Financial Performance in Emerging and Industrialized Country Markets," International Journal of Business and Economics, School of Management Development, Feng Chia University, Taichung, Taiwan, vol. 7(1), pages 61-88, April.
    6. Eman Abdelhamid Hasnin, 2018. "A Mediating Role of Customer Value Between Customer Engagement and Loyalty: An Applied Study in Commercial Banks in Egypt," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 10(1), pages 136-144, March.
    7. Musarra, Giuseppe & Kadile, Vita & Zaefarian, Ghasem & Oghazi, Pejvak & Najafi-Tavani, Zhaleh, 2022. "Emotions, culture intelligence, and mutual trust in technology business relationships," Technological Forecasting and Social Change, Elsevier, vol. 181(C).
    8. Narwal, Preeti & Rai, Shivam, 2022. "Individual differences and moral disengagement in Pay-What-You-Want pricing," Journal of Business Research, Elsevier, vol. 149(C), pages 528-547.
    9. Kawai, Norifumi & Chung, Chul, 2019. "Expatriate utilization, subsidiary knowledge creation and performance: The moderating role of subsidiary strategic context," Journal of World Business, Elsevier, vol. 54(1), pages 24-36.
    10. Martín-Rojas, Rodrigo & Garrido-Moreno, Aurora & García-Morales, Víctor J., 2023. "Social media use, corporate entrepreneurship and organizational resilience: A recipe for SMEs success in a post-Covid scenario," Technological Forecasting and Social Change, Elsevier, vol. 190(C).
    11. Keeheon Lee, 2021. "A Systematic Review on Social Sustainability of Artificial Intelligence in Product Design," Sustainability, MDPI, vol. 13(5), pages 1-29, March.
    12. Abdullah Yahia Moqbile Ahmed, 2017. "The Impact of Exposure to Advertisement Online on Purchase Decision Empirical Study of Saudi Customers in Western Region," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(7), pages 366-386, July.
    13. Shan, Wei & Qiao, Tong & Zhang, Mingli, 2020. "Getting more resources for better performance: The effect of user-owned resources on the value of user-generated content," Technological Forecasting and Social Change, Elsevier, vol. 161(C).
    14. Lazarova, Mila & Peretz, Hilla & Fried, Yitzhak, 2017. "Locals know best? Subsidiary HR autonomy and subsidiary performance," Journal of World Business, Elsevier, vol. 52(1), pages 83-96.
    15. Dessart, Laurence & Pitardi, Valentina, 2019. "How stories generate consumer engagement: An exploratory study," Journal of Business Research, Elsevier, vol. 104(C), pages 183-195.
    16. Haddoud, Mohamed Yacine & Kock, Ned & Onjewu, Adah-Kole Emmanuel & Jafari-Sadeghi, Vahid & Jones, Paul, 2023. "Technology, innovation and SMEs' export intensity: Evidence from Morocco," Technological Forecasting and Social Change, Elsevier, vol. 191(C).
    17. Anne Sorensen & Judy Drennan, 2017. "Understanding value-creating practices in social media-based brand communities," The Service Industries Journal, Taylor & Francis Journals, vol. 37(15-16), pages 986-1007, December.
    18. Liu, Dewen & Han, Shenghao & Zhang, Jieqiong, 2022. "The golden mean: Research on the mechanism of customer participation in employee service innovation," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    19. Fredström, Ashkan & Parida, Vinit & Wincent, Joakim & Sjödin, David & Oghazi, Pejvak, 2022. "What is the Market Value of Artificial Intelligence and Machine Learning? The Role of Innovativeness and Collaboration for Performance," Technological Forecasting and Social Change, Elsevier, vol. 180(C).
    20. Cambra-Fierro, Jesús & Polo-Redondo, Yolanda & Trifu, Andreea, 2021. "Short-term and long-term effects of touchpoints on customer perceptions," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:tefoso:v:170:y:2021:i:c:s0040162521003012. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.sciencedirect.com/science/journal/00401625 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.