Tell Me Why (I Want It That Way) – Effects of Explanations and Online Customer Reviews on Trust in Recommender Systems

2023 | International Conference on Information Systems | Citations: 0

Authors: Züllig, Kilian; Bohnen, Eva; Hühn, Philipp; Obermeier, Andreas

Abstract: Review-based recommender systems (RS) have shown great potential in helping use ... Expand

Abstract: Review-based recommender systems (RS) have shown great potential in helping users manage information overload and find suitable items. However, a lack of trust still impedes the widespread acceptance of RS. To increase users' trust, research proposes various methods to generate justifications or explanations. Furthermore, online customer reviews (OCRs) are found to be a trustworthy and reliable source of information. However, it is still unclear how justifications compare to explanations in their influence on users' trust and whether basing them on OCRs additionally adds trust. Hence, we conduct an online experiment with 531 participants and find that explanations exceed justifications in increasing users' trust, while basing them on OCRs directly increases users' intentions to use the system and adopt recommendations without increasing trust in the RS themselves. Unifying different research streams from review-based RS and Explainable Artificial Intelligence, we provide an overarching, holistic view on the conception of justifications and explanations. Collapse

Topics: usage intention explainable artificial intelligence decision support system usability user interface

Methods: experiment survey regression analysis method parametric test ANOVA

Theories: agency theory lemon market theory

The influence of algorithm aversion and anthropomorphic agent design on the acceptance of AI-based job recommendations

2020 | International Conference on Information Systems | Citations: 0

Authors: Ochmann, Jessica; Michels, Leonard; Zilker, Sandra; Tiefenbeck, Verena; Laumer, Sven

Abstract: Artificial intelligence (AI) offers promising tools to support the job-seeking p ... Expand

Abstract: Artificial intelligence (AI) offers promising tools to support the job-seeking process by providing automatic and user-centered job recommendations. However, job seekers often hesitate to trust AI-based recommendations in this context given the far-reaching consequences of the importance of the decision for a job on their future career and life. This hesitation is largely driven by a lack of explainability, as underlying algorithms are complex and not clear to the user. Prior research suggests that anthropomorphization (i.e., the attribution of human traits) can increase the acceptance of technology. Therefore, we adapted this concept for AI-based recommender systems and conducted a survey-based study with 120 participants. We find that that using an anthropomorphic design in a recommender system for open positions increases job seekers' acceptance of the underlying system. However, algorithm aversion rises if detailed information on the algorithmic origin is being disclosed. Collapse

Topics: artificial intelligence recommender system technophobia logistics management social media

Methods: computational algorithm survey logistic regression experimental group statistical hypothesis test

A Wikipedia-based Method to Support Creative Idea Generation: The Role of Stimulus Relatedness

2019 | Journal of Management Information Systems | Citations: 0

Authors: Wang, Kai; Nickerson, Jeffrey V.

Abstract: Providing stimuli may facilitate idea generation. Creativity theories often sugg ... Expand

Abstract: Providing stimuli may facilitate idea generation. Creativity theories often suggest that stimuli unrelated to the problem task will improve creativity, but empirical studies have yielded inconsistent results. We propose a Wikipedia-based approach that is able to identify stimuli at different levels of relatedness. Specifically, we use hypertext links in two sections of the Wikipedia article of a focal concept to identify closely related concepts. Repeating this procedure leads to increasingly remote concepts. Using this approach to obtain stimulus concepts, we examine the effect of stimulus relatedness on idea generation. Our results show that stimulus relatedness is positively related to idea quantity and idea usefulness. While creativity theories often suggest using unrelated stimuli to promote idea novelty, results of this experimental study indicate that remotely related stimuli, not unrelated stimuli, tend to improve idea novelty. Because Wikipedia covers knowledge in almost all disciplines, our Wikipedia-based approach can be used to discover appropriate stimuli and thereby support creative work in most domains of knowledge. Collapse

Topics: Wikipedia mobile application idea generation intrinsic motivation hypertext

Methods: experiment parametric test Student's t-test regression analysis method one-way ANOVA

Theories: cognitive theory creativity theory

Family Preferences Concerning Online Privacy, Data Mining, and Targeted Ads: Regulatory Implications

2015 | Journal of Management Information Systems | Citations: 6

Authors: Clemons, Eric K.; Wilson, Joshua S.

Abstract: Young Internet users engage in risky or inappropriate behavior online that could ... Expand

Abstract: Young Internet users engage in risky or inappropriate behavior online that could either be embarrassing or harmful to their future. As importantly, young Internet users engage in online activities that reveal a great deal about the cost to serve them and their willingness to pay for goods and services, which could be used against them by well-informed sellers. Educational applications that collect users’ information are becoming ubiquitous in the classroom, presenting the opportunity for students’ data to be mined. We are not aware of prior studies that examine parental or students’ attitudes and preferences toward data mining of educational application accounts, and how these attitudes differ across several countries. We used three survey instruments to measure parents’ and students’ attitudes toward data mining of educational applications. Parents in all countries studied prefer far less data mining of students’ online activities than seems to be the current practice. Most importantly, aversion to data mining does not seem to be correlated with awareness of current practices of data mining of teens’ activities. This study highlights regulatory alternatives and suggests future research and future data requirements for designing appropriate regulatory interventions. The nature of the intervention will be guided by the nature of the causes of inappropriate online behavior and inappropriate selection of educational software. Intervention could range from no regulation needed, through providing greater transparency, to new and detailed legal requirements that software providers must meet. Collapse

Topics: privacy electronic mail IS economics online learning system consumer surplus

Methods: survey machine learning survey design Student's t-test Holm–Bonferroni method

Cognitive Biases in New Technology Appropriation: An experiment on the impact of judgmental and presentational priming

2013 | International Conference on Information Systems | Citations: 11

Authors: Comi, Alice; Eppler, Martin; Herrmann, Andreas; Schlager, Tobias

Abstract: This paper extends individual-based theories of adaptive structuration by explor ... Expand

Abstract: This paper extends individual-based theories of adaptive structuration by exploring the role of cognitive biases in shaping the individual sensemaking of a new technology (i.e., an online product configurator). We question whether cognitive biases intervene in the sensemaking process to influence the ensuing appropriation of the technology. We experimentally trigger cognitive biases by priming participants (N=645) with positive/negative judgments about the technology and with textual/visual instructions about its features. As outcome variables, we measure subjective and objective faithfulness of appropriation (FOA), and satisfaction with the technology. Results indicate that negative judgment lowers users’ satisfaction, but at the same time increases their objective FOA. Compared to textual priming, visual priming leads to higher satisfaction, and triggers an illusion of having appropriated the technology faithfully – although without influencing objective FOA. We conclude by showing implications for IS scholars and practitioners. Collapse

Topics: sensemaking usability IS satisfaction user satisfaction ease of use

Methods: experiment statistical hypothesis test parametric test ANOVA data transformation

Theories: adaptive structuration theory structuration theory

Designing for Cost Transparency in Investment Advisory Service Encounters

2012 | Business & Information Systems Engineering | Citations: 0

Authors: Nussbaumer, Philipp; Matter, Inu; Reto à Porta, Gian; Schwabe, Gerhard

Abstract: Clients of investment advisory services are generally dissatisfied because of t ... Expand

Abstract: Clients of investment advisory services are generally dissatisfied because of the services' lack of transparency. In general, advisors do not provide clients with transparent and detailed information on costs. Such information, however, is of much importance, since an investment portfolio's costs directly influence its effective return. In this paper, we present a design science research cycle on how cost transparency may be provided in client-advisor encounters as a feature of collaborative tabletop artifacts. We find that our cost transparent design positively influences the client's perception of the service encounter as well as its results. Not only are clients more satisfied but also do they declare increased willingness to pay for the cost-transparent service. Collapse

Topics: willingness to pay system support business model IT skill computer supported cooperative work

Methods: design artifact design principle design science conjoint analysis survey

Theories: yield shift theory of satisfaction