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Artificial Intelligence as a Service: Trade-Offs Impacting Service Design and Selection

2023 | International Conference on Information Systems | Citations: 0
Authors: Brecker, Kathrin; Lins, Sebastian; Trenz, Manuel; Sunyaev, Ali

Abstract: AI as a Service (AIaaS) is a promising path to leverage AI capabilities from th ... Expand

Abstract: AI as a Service (AIaaS) is a promising path to leverage AI capabilities from the cloud. However, there is no one-size-fits-all service, but heterogenous service options since interdependent AIaaS characteristics require trade-offs. We lack knowledge on these tradeoffs and how they result from conflicting characteristics. Therefore, we interviewed 39 AIaaS providers, customers, and consultants to provide rich descriptions of interdependent characteristics and uncover resulting trade-offs and their consequences. This study contributes to a better understanding of the inner functioning and interplay of AIaaS characteristics and discusses how this complex nature of service offerings impacts providers' design and customers' selection decisions. Collapse

Semantic filters: SERVQUAL

Topics: artificial intelligence cloud computing ease of use data protection economies of scale

Methods: qualitative interview design artifact constant comparative analysis qualitative coding triangulation

Theories: SERVQUAL core competency theory
What ails physician review websites? A study of information needs of patients
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2023 | Decision Support Systems | Citations: 0
Authors: Ghosh, Soham; Chakraborty, Soumyakanti; Gupta, Narain; Basu, Sumanta

Abstract: Physician Review Websites (PRWs) help users select physicians by providing both ... Expand

Abstract: Physician Review Websites (PRWs) help users select physicians by providing both structured and unstructured data on physicians and patients' experiences with physicians. In this paper, the adequacy of the available in formation on PRWs is investigated. An empirical study is conducted to understand the information that patients seek from PRWs through a survey instrument administered to 344 patients. A topic modelling approach is then employed on 666,551 text reviews of patients using data from a popular PRW in India to discover information available on the PRWs. Combining both approaches, it is found that 12 out of 25 topics are either unavailable or only partially available, indicating an information gap. Two topics which constitute the information gap are then utilised to conduct a full factorial experiment on 153 respondents using a Latin Square design. Experimental results demonstrate that adding relevant information improves the physician selection process. Our work con tributes to the healthcare IS literature on online physician selection and the role of information availability. The results will help PRWs and hospitals decide how to restructure information on their websites and devise stra tegies to nudge patients to write reviews highlighting the desired information. Collapse

Semantic filters: SERVQUAL

Topics: website service quality IS success video conference web page

Methods: experiment survey design survey latin square design factorial experiment

Theories: SERVQUAL
Unveiling and Unraveling Aggregation and Dispersion Fallacies in Group MCDM
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2023 | Group Decision and Negotiation | Citations: 0
Authors: Mohammadi, Majid; Tamburri, Damian A.; Rezaei, Jafar

Abstract: Priorities in multi-criteria decision-making (MCDM) convey the relevance prefere ... Expand

Abstract: Priorities in multi-criteria decision-making (MCDM) convey the relevance preference of one criterion over another, which is usually reflected by imposing the non-negativity and unit-sum constraints. The processing of such priorities is different than other unconstrained data, but this point is often neglected by researchers, which results in fallacious statistical analysis. This article studies three prevalent fallacies in group MCDM along with solutions based on compositional data analysis to avoid misusing statistical operations. First, we use a compositional approach to aggregate the priorities of a group of DMs and show that the outcome of the compositional analysis is identical to the normalized geometric mean, meaning that the arithmetic mean should be avoided. Furthermore, a new aggregation method is developed, which is a robust surrogate for the geometric mean. We also discuss the errors in computing measures of dispersion, including standard deviation and distance functions. Discussing the fallacies in computing the standard deviation, we provide a probabilistic criteria ranking by developing proper Bayesian tests, where we calculate the extent to which a criterion is more important than another. Finally, we explain the errors in computing the distance between priorities, and a clustering algorithm is specially tailored based on proper distance metrics. Collapse

Semantic filters: SERVQUAL

Topics: decision making

Methods: descriptive statistic computational algorithm cluster analysis Wilcoxon signed-rank test nonparametric test

Theories: SERVQUAL
Cultural differences in hospitality service evaluations: mining insights of user generated content
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2022 | Electronic Markets | Citations: 3
Authors: Guan, Chong; Hung, Yu-Chen; Liu, Wenting

Abstract: Online peer-to-peer platforms have been widely utilized to facilitate sharing va ... Expand

Abstract: Online peer-to-peer platforms have been widely utilized to facilitate sharing vast amounts of user-generated content (UGC) in the hospitality industry. However, research on the cultural impacts of the broad spectrum of UGC remains nascent and limited. This study therefore elaborates how the hospitality service dimensions that are reflected in UGC both predict service evaluation and are contingent on a reviewer’s prevailing culture. We analyzed a usable sample of 9,257 hotel reviews from 148 countries with latent Dirichlet allocation and aspect-based sentiment analysis algorithms to identify the top service features and corresponding polarity scores. Machine learning identified three dimensions of hospitality service quality: adaptability, reliable delivery, and tangibles. These three dimensions predict customers’ overall hotel ratings, and the magnitude and direction of their effects depend on alignments of cultural orientations. Following Hofstede’s cultural dimensions, reliable delivery and tangibles align with individualism and uncertainty avoidance cultures. Adaptability aligns with power distance, masculinity, long-term orientation, and indulgence cultures. Collapse

Semantic filters: SERVQUAL

Topics: service quality national culture open source Python online review

Methods: structural equation modeling BERT sentiment analysis computational algorithm machine learning

Theories: cultural dimensions theory SERVQUAL
Collaborative consumption continuance: a mixed-methods analysis of the service quality-loyalty relationship in ride-sharing services
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2022 | Electronic Markets | Citations: 0
Authors: Lim, Weng Marc; Gupta, Gaurav; Biswas, Baidyanath; Gupta, Rohit

Abstract: Extant studies in collaborative consumption have theorized service quality as th ... Expand

Abstract: Extant studies in collaborative consumption have theorized service quality as the distinctive perception of customers. Improved service quality can enable customers to positively influence their perception of the service and lead to continued usage in the future. In this context, our study acknowledges that service quality in collaborative consumption deserves further research. We propose that service quality in collaborative consumption can manifest across different touchpoints. We employ the SERVQUAL framework and Expectation Confirmation Theory as theoretical lenses to explore the service quality-loyalty relationship of app-based ride-sharing services. We apply mixed methods in the form of (i) semi-structured interviews, (ii) text mining and topic-modelling of app reviews, and (iii) Partial-least Squares modelling of responses collected from ride-sharing passengers. The main findings from our study are as follows. First, service quality is manifested across three touchpoints: platform, vendor, and co-sharer. Second, customer satisfaction of collaborative consumption is positively influenced by platform reliability, platform responsiveness, vendor competence, vendor empathy, and co-sharer’s empathy. Third, platform assurance has the least impact on customer satisfaction. Fourth, customer satisfaction positively influences the continuance of collaborative consumption in ride-sharing services. Findings from our study contribute to the theory, practice, and future research on collaborative consumption. Collapse

Semantic filters: SERVQUAL

Topics: ride sharing platform service quality customer satisfaction mobile application collaborative consumption

Methods: qualitative interview survey natural language processing partial least squares path modeling topic model

Theories: SERVQUAL expectation confirmation theory stakeholder theory
AMRITA: Designing New Recipes for Phytonutrition
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2021 | DESRIST | Citations: 0
Authors: Bonazzi, Riccardo; Vaz, Michael Coimbra

Abstract: In this paper, we describe a prototype, which is aimed at cooking chefs and that ... Expand

Abstract: In this paper, we describe a prototype, which is aimed at cooking chefs and that generates list of ingredients for recipes made of local plants. We focus on a specific type of cooking recipes based on plants, which are used in cultural food practices worldwide to support wellbeing (“phytonutrition”). Researchers in food technology have been successfully developing food recommenders but there is a gap concerning the notion of phytonutrition changes the set of required functions and the theoretical framework to assess the software. We describe an end-to-end support system for recipe design in compliance with European regulations concerning phytonutrients. Results of a longitudinal test, which was done in a hotel in the Alpine region, show that our software allows chefs to conceive a set of dishes, which increase the satisfaction of customers. Collapse

Semantic filters: SERVQUAL

Topics: database system missing data willingness to pay mobile system innovation management

Methods: survey design artifact design guideline longitudinal research

Theories: SERVQUAL
Information Gap in Physician Review Websites: A Comparative Study of Patient Expectations and Available Information

2021 | International Conference on Information Systems | Citations: 0
Authors: Ghosh, Soham; Chakraborty, Soumyakanti; Gupta, Narain; Basu, Sumanta

Abstract: Physician Review Websites (PRWs) help users select physicians by providing both ... Expand

Abstract: Physician Review Websites (PRWs) help users select physicians by providing both structured and unstructured data on physicians and patients' experiences with the physicians. In this paper, we study PRWs as an information system and investigate the adequacy of the available information. We first conduct an empirical study to understand the information that patients seek from PRWs through a survey instrument administered on 243 patients. We then use a topic modeling approach on approximately 81,000 text reviews of patients (unstructured data) to discover the information that is actually available on the PRWs. We then combine the findings from both the approaches and find that 9 out of the top 15 areas patients consider important are unavailable or partially available on PRWs, thus highlighting an information gap. Our work will help PRWs and physicians/hospitals restructure information on their websites and devise strategies to nudge patients to write reviews highlighting the desired information. Collapse

Semantic filters: SERVQUAL

Topics: website cloud computing service quality missing data decision making

Methods: survey design survey natural language processing data transformation descriptive statistic

Theories: SERVQUAL
What matters most to patients? On the Core Determinants of Patient Experience from Free Text Feedback

2021 | International Conference on Information Systems | Citations: 0
Authors: Ojo, Adegboyega; Rizun, Nina

Abstract: Free-text feedback from patients is increasingly used for improving the quality ... Expand

Abstract: Free-text feedback from patients is increasingly used for improving the quality of healthcare services and systems. A major reason for the growing interest in harnessing free-text feedback is the belief that it provides richer information about what patients want and care about. The use of computational approaches such as structural topic modelling for analysing large unstructured textual data such as free-text feedback from patients has also been gain traction lately. However, its use for generating insights is constrained by the apparent lack of statistical rigour and explanatory capability required for credible evidence in decision making. From the theoretical perspective, theorybuilding from unstructured textual data is also currently problematic in IS and health service research. This study presents an approach to address this challenge by integrating text analytics, predictive and quantitative models as part of a computational grounded theory approach to determine factors that significantly determine overall patient experience. Collapse

Semantic filters: SERVQUAL

Topics: service quality health information system anonymity

Methods: structural equation modeling cluster analysis random forest classification machine learning theory development

Theories: SERVQUAL
Digital payment and banking adoption research in Gulf countries: A systematic literature review
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2020 | International Journal of Information Management | Citations: 5
Authors: Alkhowaiter, Wassan Abdullah

Abstract: A B S T R A C TThe global spread and use of internet and mobile contributed to ... Expand

Abstract: A B S T R A C TThe global spread and use of internet and mobile contributed to the development of digital payments and baking. There is a lack of research which provides comprehensive synthesis and analysis of factors affecting the use and adoption of digital banking and payment methods in GCC countries. Thus, the aim of this paper is to provide a comprehensive literature review and perform weight and meta-analysis. By reviewing 46 studies, it was found that best predictors for digital payment and banking adoption in GCC countries are trust, perceived security and perceived usefulness. Based on the extensive literature review, the conceptual of factors affecting adoption digital banking and payment methods in Gulf countries model was proposed, which will set agenda for future research. Practitioners will be able to use the findings from this study to improve adoption and quality of digital banking and payment services Collapse

Semantic filters: SERVQUAL

Topics: perceived usefulness behavioral intention perceived ease of use mobile payment online banking

Methods: survey meta analysis structural equation modeling literature study regression analysis method

Theories: technology acceptance model unified theory of acceptance and use of technology cultural dimensions theory extended unified theory of acceptance and use of technology information systems success model
Designing Decision-Support Systems for Secondary School Counselors

2020 | Americas Conference on Information Systems | Citations: 0
Authors: Crandall, Kodey; Noteboom, Cherie; Bishop, Dave

Abstract: In the current era of accountability, school counselors are expected to use dat ... Expand

Abstract: In the current era of accountability, school counselors are expected to use data to drive program decisionmaking, implement evidence-based interventions to create systemic change, and utilize emerging technology. Research shows it is difficult for school counselors to meet any of these expectations. A decision-support system is a technology that takes minimal effort to learn and can assist in decision-making processes. In an attempt to solve the problems facing school counselors, this design science research focuses on building such a system using the design principles of Information Quality, Interface Quality, and Customization and measuring their influence on user satisfaction. Collapse

Semantic filters: SERVQUAL

Topics: decision support system user satisfaction usability computer system knowledge base

Methods: survey design principle qualitative coding design artifact field study

Theories: SERVQUAL

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Found 133 articles

Artificial Intelligence as a Service: Trade-Offs Impacting Service Design and Selection

What ails physician review websites? A study of information needs of patients

Unveiling and Unraveling Aggregation and Dispersion Fallacies in Group MCDM

Cultural differences in hospitality service evaluations: mining insights of user generated content

Collaborative consumption continuance: a mixed-methods analysis of the service quality-loyalty relationship in ride-sharing services

AMRITA: Designing New Recipes for Phytonutrition

Information Gap in Physician Review Websites: A Comparative Study of Patient Expectations and Available Information

What matters most to patients? On the Core Determinants of Patient Experience from Free Text Feedback

Digital payment and banking adoption research in Gulf countries: A systematic literature review

Designing Decision-Support Systems for Secondary School Counselors