Andreas Kaplan

Kühne Logistics University | KLU · School of Business

Artificial intelligence (AI), commonly defined as “a system’s ability to correctly interpret external data, to learn from such data, and to use those learnings to achieve specific goals and tasks through flexible adaptation,” can be classified into analytical, human-inspired, and humanized AI depending upon its application of cognitive, emotional,...

This book analyses higher education's digital transformation and potential disruption from a holistic point of view, providing a balanced and critical account from a variety of interdisciplinary viewpoints. It looks at case studies on educational and emerging technology, their impact, the potential risk of digitalization disrupting higher education...

This book analyses higher education's digital transformation and potential disruption from a holistic point of view, providing a balanced and critical account from a variety of interdisciplinary viewpoints. It looks at case studies on educational and emerging technology, their impact, the potential risk of digitalization disrupting higher education...

This book analyses higher education's digital transformation and potential disruption from a holistic point of view, providing a balanced and critical account from a variety of interdisciplinary viewpoints. It looks at case studies on educational and emerging technology, their impact, the potential risk of digitalization disrupting higher education...

This book analyses higher education's digital transformation and potential disruption from a holistic point of view, providing a balanced and critical account from a variety of interdisciplinary viewpoints. It looks at case studies on educational and emerging technology, their impact, the potential risk of digitalization disrupting higher education...

While in their infancy, social media were said to unite the masses, raising their voices, currently an increasing number of examples show that they are also used to divide us. This division is a consequence of social media increasingly being propelled by artificial intelligence (AI). In this chapter, we provide definitions, classifications, and his...

Service transformation calls for a revolutionary strategic mindset within service firms. Service firms aspire to achieve a distinctive vision through service transformation, often engaging technology and digitalization as critical partners in creating long-term firm success in the market by nurturing enhanced customer and stakeholder benefits. Ther...

Artificial intelligence (AI) has captured substantial interest from a wide array of marketing scholars in recent years. Our research contributes to this emerging domain by examining AI technologies in marketing via a global lens. Specifically, our lens focuses on three levels of analysis: country, company, and consumer. Our country-level analysis e...

We are entering a new era of technological determinism and solutionism in which governments and business actors are seeking data-driven change, assuming that Artificial Intelligence is now inevitable and ubiquitous. But we have not even started asking the right questions, let alone developed an understanding of the consequences. Urgently needed is...

PURPOSE This paper aims to investigate how the COVID-19 health crisis could help business schools move towards more responsible management education (RME). Business schools have been extensively blamed in previous crises for not educating their students in a responsible way. The COVID-19 pandemic could be the pivotal opportunity for business school...

In light of the emerging discourse on AI systems' effect on society, whose perception swings widely between utopian and dystopian, we conduct herein a critical analysis of how artificial intelligence (AI) affects the essential nature of customer relationship management (CRM). To do so, we survey the AI capabilities that will transform CRM into AI-C...

A decade ago, we published an article in Business Horizons about the challenges and opportunities of social media with a call to action: “Users of the world, unite!” To celebrate its anniversary, we look at artificial intelligence and the need to create the rules necessary for peaceful coexistence between humanity and AI. Hence, we now are urging:...

This introduction to this special issue discusses artificial intelligence (AI), commonly defined as “a system’s ability to interpret external data correctly, to learn from such data, and to use those learnings to achieve specific goals and tasks through flexible adaptation.” It summarizes seven articles published in this special issue that present...

Artificial intelligence (AI)—defined as a system's ability to correctly interpret external data, to learn from such data, and to use those learnings to achieve specific goals and tasks through flexible adaptation—is a topic in nearly every boardroom and at many dinner tables. Yet, despite this prominence, AI is still a surprisingly fuzzy concept an...

This chapter reviews the current and the prospective research on social media, which refers to a group of Internet-based applications that build on the ideological and technological foundations of Web 2.0, and that allow the creation and exchange of user-generated content. The phenomenon of social media directly impacts the private, the professiona...

Business schools, defined as educational institutions that specialize in teaching courses and programs related to business and/or management, are facing major challenges. These challenges stem from a number of major shifts in the business education landscape, including the rising importance of rankings and accreditations, the increased weight place...

Nel corso degli ultimi anni il settore della formazione universitaria è passato dall’essere considerato un bene pubblico a un servizio offerto da aziende, in un mercato affollato e globale. In tale contesto di passaggio, l’articolo si propone di isolare e discutere le tendenze che influenzano le strategie delle università europee. Il paper conclude...

The book aims to give an insight into the multifacetedness of changes the Internet–referred to here as the digital world–triggers in both theory and practice of marketing and management. The book has been divided into 5 subject areas, ie management, strategy, communications, brand, and consumer, all of which act as the main themes of subsequent cha...

Distance learning—that is, providing education to students who are separated by distance and in which the pedagogical material is planned and prepared by educational institutions—is a topic of regular interest in the popular and business press. In particular, MOOCs (Massive Open Online Courses), which are open-access online courses that allow for u...

Like several other nonprofit and for-profit industries, the higher education sector has been subject to a series of fundamental challenges in the past decade. Education used to be considered a public good, provided by nonprofit organizations that were unexposed to market pressure and had clear societal missions. Now, education is becoming a global...

Microblogs are a specific type of social media that allow users to exchange small elements of content such as short sentences, individual images, or video links. A definition and history of microblogging are given and various characteristics (ambient awareness, push-push-pull communication, virtual exhibitionism and voyeurism) and applications (com...

Collaborative projects—defined herein as social media applications that enable the joint and simultaneous creation of knowledge-related content by many end-users—have only recently received interest among a larger group of academics. This is surprising since applications such as wikis, social bookmarking sites, online forums, and review sites are p...

This article looks at the history of business schools and identifies specific characteristics that are common to European management schools. On the basis of these characteristics, European management is subsequently defined as a cross-cultural, societal management approach based on interdisciplinary principles. In a final step, a closer look is ta...

Social media are becoming ubiquitous and need to be managed like all other forms of media that organizations employ to meet their goals. However, social media are fundamentally different from any traditional or other online media because of their social network structure and egalitarian nature. These differences require a distinct measurement appro...

Although the hype around virtual worlds has slowed down in recent months, chances are high that this type of social media will increase in importance over years to come. Many companies which pioneered in entering virtual worlds have left these environments after their first steps. One of the reasons for these initial failures is likely the lack of...

Purpose The management of unprofitable customer relationships and particularly their abandonment is a topic that has received increasing interest among practitioners and researchers over recent years. Within this manuscript, the authors aim to analyze the impact of unprofitable customer abandonment on the abandoning firm's current customers, specif...

Der Artikel gibt einen Einblick in die theoretischen Grundlagen mobiler sozialer Medien und zeigt anhand von Anwendungsbeispielen, wie sich die Ort- und Zeitsensibilität für die Kundenanalyse, - ansprache und -bindung über den Kommunikationskanal nutzen lassen. Abschließend werden drei zentrale Aspekte vorgestellt, die Unternehmen bei der Gestaltun...

Purpose – The purpose of this paper is to provide a viewpoint on the historical roots and future evolution of social media. Design/methodology/approach – This paper provides a summary of the authors' previous research and experience in the area of social media. Findings – This paper contains practical insights on the consumer use and business pot...

Social media applications—including collaborative projects, micro-blogs/blogs, content communities, social networking sites, and virtual worlds—have become part of the standard communication repertoire for many companies. Today, with the creation of increasingly powerful mobile devices, numerous social media applications have gone mobile and new en...

Les opportunités que les médias sociaux offrent aux consommateurs, aux entreprises et aux chercheurs en marketing sont quasiment infinies, comme le montrent, entre autres, les articles de ce numéro spécial. Cependant, nous ne devrions pas oublier que ces opportunités, tout aussi prometteuses qu'elles puissent sembler, ne surviennent pas toutes seul...

The concept of viral marketing has been discussed in the literature for over 15 years, since Jeffrey Rayport first introduced the term in 1996. However, the more widespread use of social media has recently pushed this idea to a whole new level. We provide insight into the relationship between social media and viral marketing, and illustrate the six...

The technology acceptance model (TAM) is arguably one of the most widely used models for studying user adoption in the information systems discipline and has started to be used increasingly within the marketing area. While two of its three main hypotheses have received consistent empirical support, the same is not true for the remaining relationshi...

Micro-blogs (e.g., Twitter, Jaiku, Plurk, Tumblr) are starting to become an established category within the general group of social media. Yet, while they rapidly gain interest among consumers and companies alike, there is no evidence to explain why anybody should be interested in an application that is limited to the exchange of short, 140-charact...

Due to the increasing use of customer databases in many industries, companies nowadays have high visibility about the profitability of individual-level client relationships. This has led some researchers to recommend the implementation of value-based customer management strategies, including the abandonment of unprofitable customer relationships. I...

This chapter’s objective is to highlight the potential that virtual worlds and their best known ambassador Second Life offer in the area of mass customization. After an introduction to virtual worlds in general, three case studies of companies (Dell, Philips, and Sears) applying mass customization and related techniques in virtual worlds will provi...

Britney Spears is one of the most successful female recording artists in contemporary music, world-wide. Herein, we analyze how Britney Spears and her team of employees rely on social media applications to communicate around this pop icon, and create and maintain her celebrity brand image. Specifically, we look at the use of social media during the...

Résumé Source de bénéfices tangibles, le plus populaire des microblogs suscite un intérêt croissant auprès des entreprises. Mais son utilisation n’est pas sans risque.

Researchers and practitioners alike have speculated that virtual social worlds and social gaming will likely be major platforms for business operations in the future. This chapter shows how major IT companies make use of virtual social worlds (esp. the online application Second Life), focusing on the examples of Dell, Hewlett-Packard, International...

The management of unprofitable customer relationships and in particular their abandonment is a topic that has received increasing interest in both managerial decision making and academic research. However, little is known about the attitudinal and behavioral reactions that companies should expect from current and potential customers in response to...

The concept of Social Media is top of the agenda for many business executives today. Decision makers, as well as consultants, try to identify ways in which firms can make profitable use of applications such as Wikipedia, YouTube, Facebook, Second Life, and Twitter. Yet despite this interest, there seems to be very limited understanding of what the...

Résumé Beaucoup d’entreprises se sont ruées sur Second Life et en sont revenues. Mais ces échecs ne doivent pas cacher les perspectives ouvertes par ce média.

Virtual social worlds, such as the Internet site Second Life, have acquired a high degree of popularity in the popular and business press. In this article we address the increasing importance of virtual social worlds, and discuss how companies can make use of their potential. We first present how virtual social worlds evolved historically, how they...

The authors contributed equally to this work and are listed in alphabetical order. The authors thank the managers from the market research firm, Repères, especially François Abiven and Emilie Labidoire, for their help during data collection. The authors may be contacted at the following e-mail addresses: haenlein@escpeurope.eu; mail@andreaskaplan.e...

Les hyperréalités virtuelles, connues aussi sous le nom de mondes sociaux virtuels, ont connu un intérêt managérial grandissant durant ces dernières années. Bien qu'elles aient également fait l'objet d'un certain intérêt dans la littérature académique, la mesure de l'influence de la présence des entreprises dans Second Life sur l'attitude envers la...

Several months ago, the virtual social world “Second Life” (SL) received considerable interest in both the popular and business press. Based on a series of 29 qualitative, in-depth interviews, this article investigates what types of behaviors consumers show within this environment and what business opportunities it offers for companies. The results...

Summary Although the State and its permanent representation, public administration, account for nearly half of GDP in the European Union, there is a surprising decline in research dealing with this sector in the management and marketing literature over the last 10Â years. The objective of our manuscript is to show how theoretical perspectives, whic...

The widespread use of customer relationship management (CRM) applications has provided companies with increasingly detailed insights into the profitability of their individual-level customer relationships. Historically, this information has primarily been used to identify the most profitable customers and to define ways for serving them in an optim...

Résumé La crise financière virtuelle qu’a connue Second Life nous éclaire sur les mécanismes à l’œuvre dans le monde réel et sur l’art et la manière de réagir.

During the past decade, the retail banking industry started to face a set of radically new challenges that had an overall negative impact on industry margin and profitability. In response to these challenges, more and more retail banks have focused on increasing the scale of their operations, which has led to a rising importance of mergers and acqu...

Mass customization has received considerable interest among researchers. However, although many authors have analyzed this concept from different angles, the question of which factors can be used to spot customers most likely to adopt a mass-customized product has not been answered to a satisfactory extent until now. This article explicitly deals w...

In recent years, several authors have developed models that focus on the allocation of scarce marketing resources based on customer lifetime value (CLV). These approaches use CLV to develop a rank order of customers and recommend devoting more resources to customers with higher ranks. However, it has been discussed in the literature that a simple n...

In recent years, several authors have developed models that focus on the allocation of scarce marketing resources based on customer lifetime value (CLV). These approaches use CLV to develop a rank order of customers and recommend devoting more resources to customers with higher ranks. However, it has been discussed in the literature that a simple n...

Although mass customization, a term introduced by Davis (1987) to describe the oxymoron of mass producing customized products, has been part of research for more than a decade, literature has not come up with a commonly accepted definition of this term up to now. The present article attempts to close this gap by proposing a definition of traditiona...

This article applies the concept of mass customization to the newspaper industry. Although the theory of mass customization has received considerable attention in recent years, its application to the printed mass media market has been almost totally neglected. Researchers have not provided any empirical evidence of a substantial market for mass cus...

Since the introduction of covariance-based structural equation modeling (SEM) by Jöreskog in 1973, this technique has been received with considerable interest among empirical researchers. However, the predominance of LISREL, certainly the most well-known tool to perform this kind of analysis, has led to the fact that not all re-searchers are aware...