IDEAS home Printed from https://ideas.repec.org/a/eee/joinma/v31y2015icp1-16.html
   My bibliography  Save this article

How Managers' Shared Mental Models of Business–Customer Interactions Create Different Sensemaking of Social Media

Author

Listed:
  • Rydén, Pernille
  • Ringberg, Torsten
  • Wilke, Ricky

Abstract

Building on empirical research, we identify four mental models of business–customer interactions and show how each uniquely affects how managers conceptualize and use social media. The four models are “business-to-customers,” “business-from-customers,” “business-with-customers,” and “business-for-customers.” The mental model approach helps explain why managers' use of social media does not necessarily lead to radical changes in their interaction with customers, despite the opportunities facilitated by these media. We provide a conceptual framework that enables managers to introspectively investigate their own mental models and thereby revise their sensemaking and use of social media.

Suggested Citation

  • 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.
    • Handle: RePEc:eee:joinma:v:31:y:2015:i:c:p:1-16
    DOI: 10.1016/j.intmar.2015.03.001
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S1094996815000183
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.intmar.2015.03.001?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. 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.
    2. Mick, David Glen & Fournier, Susan, 1998. "Paradoxes of Technology: Consumer Cognizance, Emotions, and Coping Strategies," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 25(2), pages 123-143, September.
    3. Mary Tripsas & Giovanni Gavetti, 2000. "Capabilities, cognition, and inertia: evidence from digital imaging," Strategic Management Journal, Wiley Blackwell, vol. 21(10‐11), pages 1147-1161, October.
    4. Peracchio, Laura A & Tybout, Alice M, 1996. "The Moderating Role of Prior Knowledge in Schema-Based Product Evaluation," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 23(3), pages 177-192, December.
    5. Rob Tulder & Jeroen Wijk & Ans Kolk, 2009. "From Chain Liability to Chain Responsibility," Journal of Business Ethics, Springer, vol. 85(2), pages 399-412, April.
    6. Fischer, Eileen & Reuber, A. Rebecca, 2011. "Social interaction via new social media: (How) can interactions on Twitter affect effectual thinking and behavior?," Journal of Business Venturing, Elsevier, vol. 26(1), pages 1-18, January.
    7. 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.
    8. Chen, Yubo & Fay, Scott & Wang, Qi, 2011. "The Role of Marketing in Social Media: How Online Consumer Reviews Evolve," Journal of Interactive Marketing, Elsevier, vol. 25(2), pages 85-94.
    9. Yadav, Manjit S. & de Valck, Kristine & Hennig-Thurau, Thorsten & Hoffman, Donna L. & Spann, Martin, 2013. "Social Commerce: A Contingency Framework for Assessing Marketing Potential," Journal of Interactive Marketing, Elsevier, vol. 27(4), pages 311-323.
    10. Winer, Russell S., 2009. "New Communications Approaches in Marketing: Issues and Research Directions," Journal of Interactive Marketing, Elsevier, vol. 23(2), pages 108-117.
    11. Weinberg, Bruce D. & de Ruyter, Ko & Dellarocas, Chrysanthos & Buck, Michael & Keeling, Debbie Isobel, 2013. "Destination Social Business: Exploring an Organization's Journey with Social Media, Collaborative Community and Expressive Individuality," Journal of Interactive Marketing, Elsevier, vol. 27(4), pages 299-310.
    12. Kristine de Valck & Roberts V. Kozinets & Andrea C. Wojnicki & Sarah J.S. Wilner, 2010. "Networked Narratives: Understanding Word-of-Mouth Marketing in Online Communities," Post-Print hal-00458424, HAL.
    13. 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.
    14. Gensler, Sonja & Völckner, Franziska & Liu-Thompkins, Yuping & Wiertz, Caroline, 2013. "Managing Brands in the Social Media Environment," Journal of Interactive Marketing, Elsevier, vol. 27(4), pages 242-256.
    15. Zahra, Shaker A. & Nambisan, Satish, 2012. "Entrepreneurship and strategic thinking in business ecosystems," Business Horizons, Elsevier, vol. 55(3), pages 219-229.
    16. Malthouse, Edward C. & Haenlein, Michael & Skiera, Bernd & Wege, Egbert & Zhang, Michael, 2013. "Managing Customer Relationships in the Social Media Era: Introducing the Social CRM House," Journal of Interactive Marketing, Elsevier, vol. 27(4), pages 270-280.
    17. Labrecque, Lauren I. & vor dem Esche, Jonas & Mathwick, Charla & Novak, Thomas P. & Hofacker, Charles F., 2013. "Consumer Power: Evolution in the Digital Age," Journal of Interactive Marketing, Elsevier, vol. 27(4), pages 257-269.
    18. T.K. Das & Bing‐Sheng Teng, 1999. "Cognitive Biases and Strategic Decision Processes: An Integrative Perspective," Journal of Management Studies, Wiley Blackwell, vol. 36(6), pages 757-778, November.
    19. Torsten Ringberg & Markus Reihlen, 2008. "Towards a Socio‐Cognitive Approach to Knowledge Transfer," Journal of Management Studies, Wiley Blackwell, vol. 45(5), pages 912-935, July.
    20. Daniel Levinthal & Claus Rerup, 2006. "Crossing an Apparent Chasm: Bridging Mindful and Less-Mindful Perspectives on Organizational Learning," Organization Science, INFORMS, vol. 17(4), pages 502-513, August.
    21. Anthony L. Iaquinto & James W. Fredrickson, 1997. "Top Management Team Agreement About The Strategic Decision Process: A Test Of Some Of Its Determinants And Consequences," Strategic Management Journal, Wiley Blackwell, vol. 18(1), pages 63-75, January.
    22. 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.
    23. Karl E. Weick & Kathleen M. Sutcliffe & David Obstfeld, 2005. "Organizing and the Process of Sensemaking," Organization Science, INFORMS, vol. 16(4), pages 409-421, August.
    24. Fournier, Susan & Avery, Jill, 2011. "The uninvited brand," Business Horizons, Elsevier, vol. 54(3), pages 193-207, May.
    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. Heinonen, Kristina & Strandvik, Tore, 2018. "Reflections on customers’ primary role in markets," European Management Journal, Elsevier, vol. 36(1), pages 1-11.
    2. Hew, Jun-Jie & Leong, Lai-Ying & Tan, Garry Wei-Han & Ooi, Keng-Boon & Lee, Voon-Hsien, 2019. "The age of mobile social commerce: An Artificial Neural Network analysis on its resistances," Technological Forecasting and Social Change, Elsevier, vol. 144(C), pages 311-324.
    3. Fangfang Li & Jorma Larimo & Leonidas C. Leonidou, 2021. "Social media marketing strategy: definition, conceptualization, taxonomy, validation, and future agenda," Journal of the Academy of Marketing Science, Springer, vol. 49(1), pages 51-70, January.
    4. Peter R. J. Trim & Yang-Im Lee & An Vu, 2023. "Insights into How Vietnamese Retailers Utilize Social Media to Facilitate Knowledge Creation through the Process of Value Co-Creation," Future Internet, MDPI, vol. 15(4), pages 1-18, March.
    5. Sun, Xinbo & Zhang, Qingqiang, 2021. "Building digital incentives for digital customer orientation in platform ecosystems," Journal of Business Research, Elsevier, vol. 137(C), pages 555-566.
    6. Strandvik, Tore & Holmlund, Maria & Lähteenmäki, Ilkka, 2018. "“One of these days, things are going to change!” How do you make sense of market disruption?," Business Horizons, Elsevier, vol. 61(3), pages 477-486.
    7. Nisar, Tahir M. & Prabhakar, Guru & Patil, Pushp P., 2018. "Sports clubs’ use of social media to increase spectator interest," International Journal of Information Management, Elsevier, vol. 43(C), pages 188-195.
    8. Elizabeth Chinomona, 2019. "Examining the Impact of Antecedents of Firm Performance on Companies in South Africa," Journal of Economics and Behavioral Studies, AMH International, vol. 10(6), pages 30-42.
    9. Roberta De Michele & Gianluca Marchi, 2018. "Influencer identification and selection on social networking sites: An analysis on Instagram," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2018(4), pages 129-153.
    10. Muninger, Marie-Isabelle & Hammedi, Wafa & Mahr, Dominik, 2019. "The value of social media for innovation: A capability perspective," Journal of Business Research, Elsevier, vol. 95(C), pages 116-127.
    11. Wider, Serena & von Wallpach, Sylvia & Mühlbacher, Hans, 2018. "Brand management: Unveiling the delusion of control," European Management Journal, Elsevier, vol. 36(3), pages 301-305.
    12. Busca, Laurent & Bertrandias, Laurent, 2020. "A Framework for Digital Marketing Research: Investigating the Four Cultural Eras of Digital Marketing," Journal of Interactive Marketing, Elsevier, vol. 49(C), pages 1-19.
    13. Antti Talonen & Lasse Koskinen & Raimo Voutilainen & Harri Talonen, 2023. "Adoption of incentive-based insurance applications: the perspective of psychological ownership," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(4), pages 794-806, December.
    14. Liu, Zhenyuan & Geng, Ruoqi & Tse, Ying Kei (Mike) & Han, Shuihua, 2023. "Mapping the relationship between social media usage and organizational performance: A meta-analysis," Technological Forecasting and Social Change, Elsevier, vol. 187(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. Peters, Kay & Chen, Yubo & Kaplan, Andreas M. & Ognibeni, Björn & Pauwels, Koen, 2013. "Social Media Metrics — A Framework and Guidelines for Managing Social Media," Journal of Interactive Marketing, Elsevier, vol. 27(4), pages 281-298.
    2. Kick, Markus, 2015. "Social Media Research: A Narrative Review," EconStor Preprints 182506, ZBW - Leibniz Information Centre for Economics.
    3. Roma, Paolo & Aloini, Davide, 2019. "How does brand-related user-generated content differ across social media? Evidence reloaded," Journal of Business Research, Elsevier, vol. 96(C), pages 322-339.
    4. Gensler, Sonja & Völckner, Franziska & Liu-Thompkins, Yuping & Wiertz, Caroline, 2013. "Managing Brands in the Social Media Environment," Journal of Interactive Marketing, Elsevier, vol. 27(4), pages 242-256.
    5. Manisha Mathur, 2020. "Improving the value of the retailer brand through social media equity," Journal of Brand Management, Palgrave Macmillan, vol. 27(5), pages 508-530, September.
    6. Hamilton, Mitchell & Kaltcheva, Velitchka D. & Rohm, Andrew J., 2016. "Social Media and Value Creation: The Role of Interaction Satisfaction and Interaction Immersion," Journal of Interactive Marketing, Elsevier, vol. 36(C), pages 121-133.
    7. Wondwesen Tafesse & Anders Wien, 2017. "A framework for categorizing social media posts," Cogent Business & Management, Taylor & Francis Journals, vol. 4(1), pages 1284390-128, January.
    8. Tony Cooper & Constantino Stavros & Angela R. Dobele, 2019. "The levers of engagement: an exploration of governance in an online brand community," Journal of Brand Management, Palgrave Macmillan, vol. 26(3), pages 240-254, May.
    9. Tajvidi, Mina & Richard, Marie-Odile & Wang, YiChuan & Hajli, Nick, 2020. "Brand co-creation through social commerce information sharing: The role of social media," Journal of Business Research, Elsevier, vol. 121(C), pages 476-486.
    10. 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.
    11. Elena Casprini & Alberto Di Minin, 2015. "How are companies facing the social media (r)evolution?," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2015(2), pages 67-86.
    12. Veronica Scuotto & Manlio Del Giudice & Elias G. Carayannis, 2017. "The effect of social networking sites and absorptive capacity on SMES’ innovation performance," The Journal of Technology Transfer, Springer, vol. 42(2), pages 409-424, April.
    13. Arora, Anshu Saxena & Sivakumar, K. & Pavlou, Paul A., 2021. "Social capacitance: Leveraging absorptive capacity in the age of social media," Journal of Business Research, Elsevier, vol. 124(C), pages 342-356.
    14. Agostino Vollero & Daniele Dalli & Alfonso Siano, 2016. "Brand negotiation and brand management. An actor-network theory perspective," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2016(4), pages 23-41.
    15. Bianchi, Constanza & Andrews, Lynda, 2015. "Investigating marketing managers' perspectives on social media in Chile," Journal of Business Research, Elsevier, vol. 68(12), pages 2552-2559.
    16. Muninger, Marie-Isabelle & Hammedi, Wafa & Mahr, Dominik, 2019. "The value of social media for innovation: A capability perspective," Journal of Business Research, Elsevier, vol. 95(C), pages 116-127.
    17. Venciūtė Dominyka, 2018. "Social Media Marketing – from Tool to Capability," Management of Organizations: Systematic Research, Sciendo, vol. 79(1), pages 131-145, June.
    18. Perez-Vega, Rodrigo & Hopkinson, Paul & Singhal, Aishwarya & Mariani, Marcello M., 2022. "From CRM to social CRM: A bibliometric review and research agenda for consumer research," Journal of Business Research, Elsevier, vol. 151(C), pages 1-16.
    19. Felix, Reto & Rauschnabel, Philipp A. & Hinsch, Chris, 2017. "Elements of strategic social media marketing: A holistic framework," Journal of Business Research, Elsevier, vol. 70(C), pages 118-126.
    20. Kathy-Ann Fletcher & Ayantunji Gbadamosi, 2024. "Examining social media live stream’s influence on the consumer decision-making: a thematic analysis," Electronic Commerce Research, Springer, vol. 24(3), pages 2175-2205, September.

    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:joinma:v:31:y:2015:i:c:p:1-16. 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-interactive-marketing/ .

    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.