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Palacio Fierro, Andrés
Digital Divide: A Bibliometric Approach to Existing Knowledge
Consumer value creation through WhatsApp use: A qualitative multimethod approach in a Latin American scenario
2023
,
Cruz Cárdenas, Jorge
,
Palacio Fierro, Andrés
,
Zabelina E.
,
Deyneka O.
,
Ramos Galarza, Carlos
The topic of digital divide - the gap between those who have and those who do not have access to digital technologies - is of growing interest for both public and private sectors. This interest is reflected in an increasing number of academic and scientific publications focused on the topic. This study presents an overview of the digital divide research using a bibliometric approach. Analyzing 9,523 documents from the Scopus database, this study found that 1) there has been an accelerated growth in the publication rate on digital divide since 2018; 2) digital divide is a multidisciplinary field, led by the United States and other developed countries and some emerging countries; 3) the dominant term used to refer to the field, as per our analysis of the relevant keywords, is "digital divide"; and 4) as per our analysis of the evolution of keywords' importance, while topics related to technologies were of interest several years ago, current interest revolves around the effects of the Covid-19 pandemic, the elderly, education, and healthcare access. © 2023 IEEE.
2019
,
Cruz Cárdenas, Jorge
,
Guadalupe, J
,
Zabelina E.
,
Palacio Fierro, Andrés
,
Velín-Fárez M.
,
Staniewski M.W.
Purpose: The purpose of this paper is to understand in-depth how consumers create value in their lives using WhatsApp, the leading mobile instant messaging (MIM) application. Design/methodology/approach: The study adopts the perspective of customer-dominant logic (CDL) and uses a qualitative multimethod design involving 3 focus groups and 25 subsequent in-depth interviews. The research setting was Ecuador, a Latin American country. Findings: Analysis and interpretation of the participants’ stories made it possible to identify and understand the creation of four types of value: maintaining and strengthening relationships; improving role performance; emotional support; and entertainment and fun. In addition, the present study proposes a conceptual model of consumer value creation as it applies to MIM. Practical implications: Understanding the way consumers create value in their lives using MIM is important not only for organizations that offer MIM applications, but also for those companies that develop other applications for mobile phones or for those who wish to use MIM as an electronic word-of-mouth vehicle. Originality/value: The current study is one of the first to address the topic of consumer behavior in the use of technologies from the perspective of CDL; this perspective enables an integrated qualitative vision of value creation in which the consumer is the protagonist. © 2019, Emerald Publishing Limited.