Steeds meer ouderen lijken te worstelen met de integratie van twee aparte werelden, de echte en de virtuele, want zij zien de voordelen van nieuwe communicatiemiddelen en willen de aansluiting met de moderne wereld niet missen. Hedendaagse jongeren staan anders in het leven: voor hen is er maar één wereld. Technologie is zo vanzelfsprekend dat ze helemaal niet meer zien waar ICT een rol speelt en waar niet. Het is er ‘gewoon’ en als het leuk of nuttig is moet je het gebruiken. Het internet en mobiele apparaten zijn alleen maar hulpmiddelen om je zo goed mogelijk te informeren, om te communiceren, te netwerken en je te vermaken.
Firms increasingly use social network sites to reach out to customers and proactively intervene with observed consumer messages. Despite intentions to enhance customer satisfaction by extending customer service, sometimes these interventions are received negatively by consumers. We draw on privacy regulation theory to theorize how proactive customer service interventions with consumer messages on social network sites may evoke feelings of privacy infringement. Subsequently we use privacy calculus theory to propose how these perceptions of privacy infringement, together with the perceived usefulness of the intervention, in turn drive customer satisfaction. In two experiments, we find that feelings of privacy infringement associated with proactive interventions may explain why only reactive interventions enhance customer satisfaction. Moreover, we find that customer satisfaction can be modeled through the calculus of the perceived usefulness and feelings of privacy infringement associated with an intervention. These findings contribute to a better understanding of the impact of privacy concerns on consumer behavior in the context of firm–consumer interactions on social network sites, extend the applicability of privacy calculus theory, and contribute to complaint and compliment management literature. To practitioners, our findings demonstrate that feelings of privacy are an element to consider when handling consumer messages on social media, but also that privacy concerns may be overcome if an intervention is perceived as useful enough.
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This article analyzes how a city can generate instrumental, intrinsic, and institutional value from its event-related networks and platforms, based on the Hieronymus Bosch 500 program in the Dutch city of ‘s-Hertogenbosch (Den Bosch). Interviews with key stakeholders traced program dynamics over more than a decade to reveal processes of network and platform development, encapsulated in a conceptual model of strategic value creation. The results indicate that networks served to generate flows of resources, while programming helped develop platforms for knowledge generation and dissemination, helping to focus attention on the city. The Bosch 500 Foundation managing the program played an effective role in developing and supporting networks, which in turn generated significant short-term instrumental and intrinsic value. However, the failure to establish a sustainable city-wide platform related to the Bosch program caused institutional value destruction, which many saw as a missed opportunity. The study of networks and platforms can benefit from a longitudinal approach as well as a broader, contextual view of event networks.
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