Why do Chatbots fail? A Critical Success Factors Analysis

2021 | International Conference on Information Systems | Citations: 20

Authors: Janssen, Antje; Grützner, Lukas; Breitner, Michael H.

Abstract: Chatbots gain more and more attention, both in research and in practice, and en ... Expand

Abstract: Chatbots gain more and more attention, both in research and in practice, and enter several application areas. While much research addresses technical or human-centered aspects, development, and adoption, little is known about Critical Success Factors (CSFs) and failure reasons of chatbots in practice. Design Science Research (DSR) oriented, we first analyze 103 real-world chatbots to examine the discontinuation rate of chatbots in 15 months. With a literature review and 20 expert interviews, we derive 12 specific CSFs and identify failure reasons which are evaluated in a focus group discussion with chatbot experts, afterwards. We explain chatbots' failure in practice, improve chatbot knowledge in Information Systems (IS) and Human Computer Interaction (HCI), and finally deduce recommendations and further research opportunities. Collapse

Topics: usability human computer interaction customer service database system LinkedIn

Methods: chatbot qualitative interview literature study design process literature sample

Has The Pandemic Changed Moral Attitudes and Organizational Ethics in Knowledge Workers?

2021 | Americas Conference on Information Systems | Citations: 0

Authors: Kowal, Jolanta; Klebaniuk, Jarosław

Abstract: We explored the Moral Attitudes (MA) and Organizational Ethics (OETH) before an ... Expand

Abstract: We explored the Moral Attitudes (MA) and Organizational Ethics (OETH) before and during the COVID-19 Pandemic in relation to the sex of Information Technology (IT) Knowledge Workers (KW) in regional, crossborder enterprises in Poland, a transition economy. Two dimensions of MA and three dimensions of OETH -Ethical Optimism (ETO), Corporate Social Responsibility (CSR), and Top Management Action (TMA) -were investigated. The analysis was carried out on data obtained from a random survey among KW representing mainly small and medium-sized enterprises in the cross-border region of Lower Silesia. Our research findings suggest that KW manifest high enough moral codes that do not correlate too strongly with OETH. Pandemic and sex, in general, affect the relationship between MA and OETH of KW in the transition economy. Collapse

Topics: pandemic corporate social responsibility IT job computer software knowledge work

Methods: survey ANOVA parametric test correlation analysis multivariate analysis of variance

Theorizing Actor Interactions Shaping Innovation in Digital Infrastructures: The Case of Residential Internet Development in Belarus

2021 | Organization Science | Citations: 2

Authors: Zorina, Aljona; Dutton, William H.

Abstract: This paper focuses on how digital innovation develops in ecologies of distribute ... Expand

Abstract: This paper focuses on how digital innovation develops in ecologies of distributed heterogeneous actors with contesting logics, diverse technologies, and various forms of orchestrations. Drawing on the insights from emerging theories of digital innovation augmented by an institutional logics perspective, we examine a case study of how residential internet infrastructure was shaped over 20 years by the interplay of self-organized residential communities, corporate internet service providers (ISPs), and a state ISP. Our analysis of this case leads to the identification of four types of interactions that shape the trajectories of digital infrastructure development beyond direct actor interplays and competitive or collaborative relationships. We label these interactions symbiotic generative, symbiotic mutualistic, parasitic complementary, and parasitic competitive and explain the processes and conditions of their development and their innovation outcomes. Drawing on these findings, we develop a model of symbiotic and parasitic interactions shaping digital infrastructure development and identify key characteristics of the ecologies where these emerge. The case study and the model that emerged aim to contribute to the growing field of research on complex and nonlinear paths of digital innovation development constituted by the dynamics of its distributed agency. The article concludes by highlighting avenues for future research. Collapse

Topics: information technology infrastructure innovation management blockchain digital innovation internet technology

Methods: case study qualitative interview theory development theoretical contribution triangulation

Theories: dominant logic

Retired IT-connected: How Older Persons Adopt and Use Technology for Political Crisis Solving

2021 | International Conference on Information Systems | Citations: 0

Authors: Zorina, Aljona; Karanasios, Stan; Malaurent, Julien

Abstract: Information technology (IT) enables access to up-to-date information and provid ... Expand

Abstract: Information technology (IT) enables access to up-to-date information and provides a basis for collective self-organizing and problem solving which are critical for addressing crises. However, less is known how specific and vulnerable groups of populations, such as older people, use IT for addressing and solving crisis. This paper investigate how older people adopt IT to become active in solving a political crisis in Belarus in late 2020, where the country has experienced peaceful mass protests, widespread violation of human rights, and repressions. Our findings highlight key processes underlying IT adoption and engagement in crisis solving by older person and illustrate that IT adoption and engagement in crisis management are interrelated. Collapse

Topics: technology adoption information system use emergency management Telegram digital innovation

Methods: ethnography Barnard's exact test chatbot qualitative coding triangulation

When IT Evolves Beyond Community Needs: Coevolution of Bottom-Up IT Innovation and Communities

2021 | Journal of the Association for Information Systems | Citations: 0

Authors: Zorina, Aljona; Karanasios, Stan

Abstract: This paper examines how innovative uses of IT artifacts and their repurposing t ... Expand

Abstract: This paper examines how innovative uses of IT artifacts and their repurposing to fulfill emerging or unsatisfied user needs (bottom-up innovation, BUI) develop in community settings. Based on a longitudinal analysis of "HomeNets," communities that developed residential internet access in Belarus over a 20-year period, we illustrate that the development of community BUI is driven not only by the needs of the innovating members but also by the interplay between the innovating members' community context and technology and the interplay between the BUI technology and context. We demonstrate how these dynamics trigger community BUI development that goes beyond the needs and expectations of the innovating actors and impacts community evolution and long-term survival. Based on our findings, we develop a model of community BUI development. We discuss the theoretical implications of our findings, highlighting the role of technology and context in community BUI and its processual unfolding beyond the needs and intentions of the innovating members. Collapse

Topics: innovation management internet technology user requirement information technology infrastructure home computer

Methods: qualitative interview survey longitudinal research conceptual modelling design artifact

Overcoming resource challenges in peer-production communities through bricolage: The case of HomeNets

2021 | Information and Organization | Citations: 0

Authors: Zorina, Aljona

Abstract: Peer-production communities can create great value and foster innovation for the ... Expand

Abstract: Peer-production communities can create great value and foster innovation for their members, even in situations where resources are extremely scarce. How these communities create or acquire necessary resources in such settings is an important theoretical and practical question. In this paper, I investigate how a peer-production community overcame substantial resource challenges, using the analytic lens of bricolage theory, in a longitudinal study of HomeNets, communities of residents that developed residential Internet infrastructures and services for a million users in Minsk, Belarus, without funds, material resources, knowledge, or formal legal status. The findings illustrate that communities develop their missing resources by engaging in multiple coexisting bricolage forms and processes, which help them to successfully incorporate the individual and collective resource building efforts of their participants and address the challenges specific to the continuously evolving community. Based on the findings, I propose a model of community resource development with bricolage, discuss theoretical and practical implications for studies on communities and bricolage, and suggest areas for further research. Collapse

Topics: information technology infrastructure internet technology innovation management internet regulation IS agility

Methods: qualitative interview longitudinal research personal interview archival research participant observation

Immigrants and Foreign Firm Performance

2020 | Organization Science | Citations: 0

Authors: Hernandez, Exequiel; Kulchina, Elena

Abstract: Studies have demonstrated that foreign firms locate where immigrants from their ... Expand

Abstract: Studies have demonstrated that foreign firms locate where immigrants from their home countries reside and have suggested that doing so can improve performance. We argue that to properly assess how immigrants impact the performance of co-national firms, research must account for heterogeneity in how independent foreign firms (owned by individual foreigners) versus multinational corporation (MNC) subsidiaries (owned by a foreign corporate parent) benefit from immigrant communities. Independent firms have a greater need for resources from the immigrant community and depend more on their individual managers’ personal connections within the community to obtain such resources. Subsidiaries of MNCs can instead rely on the impersonal organizational resources of their parent firm (e.g., brand, reputation, channels) to access valuable immigrant community resources. Using data on foreign firms in Russia during 2006–2011, we find that immigrants improve the profitability of co-national independent firms only if they are managed by immigrant chief executive officers (CEOs), whereas co-national MNC subsidiaries profit from immigrants regardless of their CEOs’ nationality. Our study suggests that although organizations benefit from the resources of co-national immigrant communities in foreign markets, the means by which they activate them—personal or impersonal—systematically vary across different types of firms. Collapse

Topics: organizational productivity social capital research and development social network criminality

Methods: longitudinal research robustness check difference in differences survey experimental group

Relational Contracts and Managerial Delegation: Evidence from Foreign Entrepreneurs in Russia

2020 | Organization Science | Citations: 0

Authors: Kulchina, Elena; Oxley, Joanne

Abstract: We examine the managerial delegation decisions of foreign entrepreneurs and asse ... Expand

Abstract: We examine the managerial delegation decisions of foreign entrepreneurs and assess how these decisions are shaped by characteristics of the local product and labor market environment. We argue that actual or perceived home bias in court proceedings leads foreign entrepreneurs to place little reliance on formal contracts in their dealings with local agent-managers. Adopting the lens of relational contract theory, we develop hypotheses linking managerial delegation decisions to market conditions associated with stable self-enforcing agreements and test the hypotheses in the context of post-Soviet Russia. Consistent with our arguments, we find that foreign entrepreneurs are more likely to hire an agent-manager in local markets where industry growth creates a substantial “shadow of the future,” where managers’ outside employment options are relatively limited, and where competition and the variability of returns are not so high as to induce defection from an informal agreement. Similar observations on a sample of Russian-owned entrepreneurial firms suggest that these delegation decisions are relatively insensitive to local market conditions but that they are influenced by the density of local reputation networks. Our study thus contributes to understanding of the distinctive features of foreign entrepreneurs’ managerial delegation decisions and reinforces the view that contracting impediments constitute one important aspect of the “liability of foreignness” for entrepreneurial firms. Collapse

Topics: accounting database system organizational productivity anonymity criminality

Methods: descriptive statistic cross sectional research cluster analysis robustness check statistical hypothesis test

Theories: contract theory

Enterprise Systems in the Public Sector: A Literature Review

2020 | Americas Conference on Information Systems | Citations: 0

Authors: Roztocki, Narcyz; Strzelczyk, Wojciech

Abstract: Despite a huge repository of work on enterprise systems (ES) that are widely us ... Expand

Abstract: Despite a huge repository of work on enterprise systems (ES) that are widely used across different industries in the private sector, there is a scarcity of publications on this topic in the context of the public sector. Moreover, an assessment about the current research landscape on ES in the context of the public sector is virtually nonexistent. In this study, we address this gap by reviewing 31 academic papers on ES in the public sector. In our analysis, we examine the research focus, research approach and theoretical foundation. Then, by synthesizing the recommendations for the prospective projects, we propose several promising avenues for the future research. Overall, our literature review confirms that this research stream is still in its early stage and much more research efforts need to be dedicated. Collapse

Topics: critical success factor systems implementation database system government system

Methods: literature study literature sample structured literature research

A Cross-Country Investigation of User Connection Patterns in Online Social Networks

2019 | HICSS | Citations: 0

Authors: Bauer, Christine; Schedl, Markus

Abstract: Given the global expansion, the borderless nature, and the social impact of soci ... Expand

Abstract: Given the global expansion, the borderless nature, and the social impact of social media, this paper provides an examination of users’ connection patterns in online social networks, more specifically the users’ cross-country connection patterns. We study three highly different social media platforms, Facebook, Last.fm, and 500px, and approach two main research questions: First, we set out to answer which countries’ social media users are mainly connected with users within their own country; and which countries are characterized by a wide spectrum of cross-country (transnational) user connections. In doing so, we also identify the “attractor” countries, being characterized by alluring a large portion of users from other countries to connect to users in the respective attractor country. Second, we compare the results between the three social media platforms under investigation and analyze and discuss differences in the cross-country connection patterns. Third, we investigate whether countries’ attractor values are correlated with cultural features (according to Hofstede). Collapse

Topics: Facebook social media recommender system application programming interface advertising management

Methods: descriptive statistic literature study social network analysis computational algorithm

Theories: cultural dimensions theory