IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v54y2020ics0969698918302376.html
   My bibliography  Save this article

Towards a framework for innovation in retailing through social media

Author

Listed:
  • Torres de Oliveira, Rui
  • Indulska, Marta
  • Steen, John
  • Verreynne, Martie-Louise

Abstract

Retail firms are increasingly using social media for purposes other than traditional marketing, such as innovation. Yet, while the innovation literature has established the benefits of involving customers in the development of products/services through open innovation, the role of social media in innovation is not well understood. Accordingly, we investigate how social media drives innovation in retail businesses. Using data from 414 firms, we find that social media positively relates to radical and incremental innovation, mediated by multiple digital channels and moderated by digital capabilities. Consequently, we propose a social media dynamic capabilities framework to guide future research and innovation in retail business.

Suggested Citation

  • Torres de Oliveira, Rui & Indulska, Marta & Steen, John & Verreynne, Martie-Louise, 2020. "Towards a framework for innovation in retailing through social media," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    • Handle: RePEc:eee:joreco:v:54:y:2020:i:c:s0969698918302376
    DOI: 10.1016/j.jretconser.2019.01.017
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698918302376
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2019.01.017?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

    for a different version of it.

    References listed on IDEAS

    as
    1. Abhay Nath Mishra & Prabhudev Konana & Anitesh Barua, 2007. "Antecedents and Consequences of Internet Use in Procurement: An Empirical Investigation of U.S. Manufacturing Firms," Information Systems Research, INFORMS, vol. 18(1), pages 103-120, March.
    2. Sinan Aral & Chrysanthos Dellarocas & David Godes, 2013. "Introduction to the Special Issue ---Social Media and Business Transformation: A Framework for Research," Information Systems Research, INFORMS, vol. 24(1), pages 3-13, March.
    3. Grewal, Dhruv & Roggeveen, Anne L. & Nordfält, Jens, 2017. "The Future of Retailing," Journal of Retailing, Elsevier, vol. 93(1), pages 1-6.
    4. Rosenbaum, Mark S. & Russell, Eric M. & Russell-Bennett, Rebekah, 2017. "“I’ll wait for him†: Understanding when female shoppers prefer working with gay male sales associates," Journal of Retailing and Consumer Services, Elsevier, vol. 36(C), pages 172-179.
    5. Pim Den Hertog, 2000. "Knowledge-Intensive Business Services As Co-Producers Of Innovation," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 4(04), pages 491-528.
    6. Kaplan, Andreas M. & Haenlein, Michael, 2010. "Users of the world, unite! The challenges and opportunities of Social Media," Business Horizons, Elsevier, vol. 53(1), pages 59-68, January.
    7. Manish Kacker & Rozenn Perrigot, 2016. "Retailer use of a professional social media network: Insights from franchising," Post-Print halshs-01287641, HAL.
    8. Hanna, Richard & Rohm, Andrew & Crittenden, Victoria L., 2011. "We're all connected: The power of the social media ecosystem," Business Horizons, Elsevier, vol. 54(3), pages 265-273, May.
    9. John E. Ettlie & William P. Bridges & Robert D. O'Keefe, 1984. "Organization Strategy and Structural Differences for Radical Versus Incremental Innovation," Management Science, INFORMS, vol. 30(6), pages 682-695, June.
    10. Kevin Zheng Zhou & Fang Wu, 2010. "Technological capability, strategic flexibility, and product innovation," Strategic Management Journal, Wiley Blackwell, vol. 31(5), pages 547-561, May.
    11. Newey, Lance R & Verreynne, Martie-Louise & Griffiths, Andrew, 2012. "The relationship between dynamic and operating capabilities as a stage-gate process: Insights from radical innovation," Journal of Management & Organization, Cambridge University Press, vol. 18(1), pages 123-140, January.
    12. Pantano, Eleonora & Priporas, Constantinos-Vasilios & Sorace, Stefano & Iazzolino, Gianpaolo, 2017. "Does innovation-orientation lead to retail industry growth? Empirical evidence from patent analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 88-94.
    13. Kietzmann, Jan H. & Hermkens, Kristopher & McCarthy, Ian P. & Silvestre, Bruno S., 2011. "Social media? Get serious! Understanding the functional building blocks of social media," Business Horizons, Elsevier, vol. 54(3), pages 241-251, May.
    14. Xiang, Zheng & Magnini, Vincent P. & Fesenmaier, Daniel R., 2015. "Information technology and consumer behavior in travel and tourism: Insights from travel planning using the internet," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 244-249.
    15. Tim Kastelle & Ralph Ohr, 2013. "The Role of Social Media for Innovation," Springer Books, in: Nicole Pfeffermann & Tim Minshall & Letizia Mortara (ed.), Strategy and Communication for Innovation, edition 2, chapter 0, pages 427-436, Springer.
    16. Kacker, Manish & Perrigot, Rozenn, 2016. "Retailer use of a professional social media network: Insights from franchising," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 222-233.
    17. Nilsson, Pia, 2016. "The influence of related and unrelated industry diversity on retail firm failure," Journal of Retailing and Consumer Services, Elsevier, vol. 28(C), pages 219-227.
    18. Dahlander, Linus & Gann, David M., 2010. "How open is innovation?," Research Policy, Elsevier, vol. 39(6), pages 699-709, July.
    19. MacKenzie, Scott B. & Podsakoff, Philip M., 2012. "Common Method Bias in Marketing: Causes, Mechanisms, and Procedural Remedies," Journal of Retailing, Elsevier, vol. 88(4), pages 542-555.
    20. Verhoef, Peter C. & Kannan, P.K. & Inman, J. Jeffrey, 2015. "From Multi-Channel Retailing to Omni-Channel Retailing," Journal of Retailing, Elsevier, vol. 91(2), pages 174-181.
    21. Yahia, Imene Ben & Al-Neama, Nasser & Kerbache, Laoucine, 2018. "Investigating the drivers for social commerce in social media platforms: Importance of trust, social support and the platform perceived usage," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 11-19.
    22. Wu He & Feng-Kwei Wang, 2016. "A process-based framework of using social media to support innovation process," Information Technology and Management, Springer, vol. 17(3), pages 263-277, September.
    23. Pantano, Eleonora & Passavanti, Rosanna & Priporas, Constantinos-Vasilios & Verteramo, Saverino, 2018. "To what extent luxury retailing can be smart?," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 94-100.
    24. David J. Teece, 2007. "Explicating dynamic capabilities: the nature and microfoundations of (sustainable) enterprise performance," Strategic Management Journal, Wiley Blackwell, vol. 28(13), pages 1319-1350, December.
    25. Moiseeva, Anastasia & Timmermans, Harry, 2010. "Imputing relevant information from multi-day GPS tracers for retail planning and management using data fusion and context-sensitive learning," Journal of Retailing and Consumer Services, Elsevier, vol. 17(3), pages 189-199.
    26. Coelho, Filipe & Easingwood, Chris, 2008. "A model of the antecedents of multiple channel usage," Journal of Retailing and Consumer Services, Elsevier, vol. 15(1), pages 32-41.
    27. Veugelers, Reinhilde, 1997. "Internal R & D expenditures and external technology sourcing," Research Policy, Elsevier, vol. 26(3), pages 303-315, October.
    28. Kim, Angella J. & Ko, Eunju, 2012. "Do social media marketing activities enhance customer equity? An empirical study of luxury fashion brand," Journal of Business Research, Elsevier, vol. 65(10), pages 1480-1486.
    29. Abernathy, William J. & Clark, Kim B., 1985. "Innovation: Mapping the winds of creative destruction," Research Policy, Elsevier, vol. 14(1), pages 3-22, February.
    30. Gruner, Kjell E. & Homburg, Christian, 2000. "Does Customer Interaction Enhance New Product Success?," Journal of Business Research, Elsevier, vol. 49(1), pages 1-14, July.
    31. Sang-Heui Lee & David DeWester & So Park, 2008. "Web 2.0 and opportunities for small businesses," Service Business, Springer;Pan-Pacific Business Association, vol. 2(4), pages 335-345, November.
    32. David J. Teece, 2017. "Towards a capability theory of (innovating) firms: implications for management and policy," Cambridge Journal of Economics, Cambridge Political Economy Society, vol. 41(3), pages 693-720.
    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. Pereira, Vijay & Laker, Benjamin & Bamel, Umesh & Sharma, Gagan Deep & Paul, Happy, 2024. "Customer engagement strategies within family businesses in emerging economies: A multi-method study," Journal of Business Research, Elsevier, vol. 174(C).
    2. Kraus, Sascha & Vonmetz, Katharina & Bullini Orlandi, Ludovico & Zardini, Alessandro & Rossignoli, Cecilia, 2023. "Digital entrepreneurship: The role of entrepreneurial orientation and digitalization for disruptive innovation," Technological Forecasting and Social Change, Elsevier, vol. 193(C).
    3. Aversa, Joseph & Hernandez, Tony & Doherty, Sean, 2021. "Incorporating big data within retail organizations: A case study approach," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    4. Kwon, Wi-Suk & Woo, Hongjoo & Sadachar, Amrut & Huang, Xiao, 2021. "External pressure or internal culture? An innovation diffusion theory account of small retail businesses’ social media use," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    5. 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).
    6. Aversa, Joseph & Azmy, Ali & Hernandez, Tony, 2024. "Untapping the potential of mobile location data: The opportunities and challenges for retail analytics," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
    7. Kumar, Jitender & Katiyar, Gagan & Mehrotra, Ankit & Attri, Rekha & Vishnoi, Sushant Kumar, 2024. "Connecting BOP consumers and retailers: What drives small-time retailing through social media?," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    8. Tajeddini, Kayhan & Gamage, Thilini Chathurika & Tajdini, Javad & Qalati, Sikandar Ali & Siddiqui, Faiza, 2023. "Achieving sustained competitive advantage in retail and consumer service firms: The role of entrepreneurial orientation and entrepreneurial bricolage," Journal of Retailing and Consumer Services, Elsevier, vol. 75(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. Ashish K. Rathore & Arpan K. Kar & P. Vigneswara Ilavarasan, 2017. "Social Media Analytics: Literature Review and Directions for Future Research," Decision Analysis, INFORMS, vol. 14(4), pages 229-249, December.
    2. Scuotto, Veronica & Del Giudice, Manlio & Peruta, Maria Rosaria della & Tarba, Shlomo, 2017. "The performance implications of leveraging internal innovation through social media networks: An empirical verification of the smart fashion industry," Technological Forecasting and Social Change, Elsevier, vol. 120(C), pages 184-194.
    3. Arora, Anuja & Bansal, Shivam & Kandpal, Chandrashekhar & Aswani, Reema & Dwivedi, Yogesh, 2019. "Measuring social media influencer index- insights from facebook, Twitter and Instagram," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 86-101.
    4. Bullini Orlandi, Ludovico & Zardini, Alessandro & Rossignoli, Cecilia, 2020. "Organizational technological opportunism and social media: The deployment of social media analytics to sense and respond to technological discontinuities," Journal of Business Research, Elsevier, vol. 112(C), pages 385-395.
    5. Reema Aswani & Arpan Kumar Kar & P. Vigneswara Ilavarasan, 2018. "Detection of Spammers in Twitter marketing: A Hybrid Approach Using Social Media Analytics and Bio Inspired Computing," Information Systems Frontiers, Springer, vol. 20(3), pages 515-530, June.
    6. Bastos, Wilson, 2020. "“Speaking of Purchases”: How Conversational Potential Determines Consumers' Willingness to Exert Effort for Experiential Versus Material Purchases," Journal of Interactive Marketing, Elsevier, vol. 50(C), pages 1-16.
    7. Torres de Oliveira, Rui & Verreynne, Martie-Louise & Steen, John & Indulska, Marta, 2021. "Creating value by giving away: A typology of different innovation revealing strategies," Journal of Business Research, Elsevier, vol. 127(C), pages 137-150.
    8. Ghezzi, Antonio & Gastaldi, Luca & Lettieri, Emanuele & Martini, Antonella & Corso, Mariano, 2016. "A role for startups in unleashing the disruptive power of social media," International Journal of Information Management, Elsevier, vol. 36(6), pages 1152-1159.
    9. Baum, Daniela & Spann, Martin & Füller, Johann & Thürridl, Carina, 2019. "The impact of social media campaigns on the success of new product introductions," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 289-297.
    10. Mention, Anne-Laure & Barlatier, Pierre-Jean & Josserand, Emmanuel, 2019. "Using social media to leverage and develop dynamic capabilities for innovation," Technological Forecasting and Social Change, Elsevier, vol. 144(C), pages 242-250.
    11. Dolega, Les & Rowe, Francisco & Branagan, Emma, 2021. "Going digital? The impact of social media marketing on retail website traffic, orders and sales," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    12. Rydén, Pernille & Ringberg, Torsten & Wilke, Ricky, 2015. "How Managers' Shared Mental Models of Business–Customer Interactions Create Different Sensemaking of Social Media," Journal of Interactive Marketing, Elsevier, vol. 31(C), pages 1-16.
    13. Garcia Martinez, Marian & Zouaghi, Ferdaous & Garcia Marco, Teresa & Robinson, Catherine, 2019. "What drives business failure? Exploring the role of internal and external knowledge capabilities during the global financial crisis," Journal of Business Research, Elsevier, vol. 98(C), pages 441-449.
    14. Shiwei Shen & Marios Sotiriadis & Qing Zhou, 2020. "Could Smart Tourists Be Sustainable and Responsible as Well? The Contribution of Social Networking Sites to Improving Their Sustainable and Responsible Behavior," Sustainability, MDPI, vol. 12(4), pages 1-21, February.
    15. Matej Kovač & Vesna Žabkar, 2020. "Do Social Media and E-Mail Engagement Impact Reputation and Trust-Driven Behavior?," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 32(1), pages 9-25.
    16. Rahman, Syed Mahmudur & Carlson, Jamie & Gudergan, Siegfried P. & Wetzels, Martin & Grewal, Dhruv, 2022. "Perceived Omnichannel Customer Experience (OCX): Concept, measurement, and impact," Journal of Retailing, Elsevier, vol. 98(4), pages 611-632.
    17. Drago Ruzic & Antun Bilos & Filip Radulovic, 2018. "Preliminary Study Of Personal Marketing In The Digital Environment: Attributes And Perception Of Internet Users In Croatia," Economic Thought and Practice, Department of Economics and Business, University of Dubrovnik, vol. 27(1), pages 209-229, june.
    18. Berthon, Pierre R. & Pitt, Leyland F. & Plangger, Kirk & Shapiro, Daniel, 2012. "Marketing meets Web 2.0, social media, and creative consumers: Implications for international marketing strategy," Business Horizons, Elsevier, vol. 55(3), pages 261-271.
    19. Adrián Kovács & Bart Looy & Bruno Cassiman, 2015. "Exploring the scope of open innovation: a bibliometric review of a decade of research," Scientometrics, Springer;Akadémiai Kiadó, vol. 104(3), pages 951-983, September.
    20. Zhang, Feng & Zhu, Lei, 2022. "Promoting business model innovation through social media strategic capability: A moderated mediation model," European Management Journal, Elsevier, vol. 40(1), pages 56-66.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    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:joreco:v:54:y:2020:i:c:s0969698918302376. 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: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    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.