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Found 176 articles
  • Brand Crisis and Customer Relationship Management on Social Media: Evidence from a Natural Experiment from the Airline Industry

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    2023 | Information Systems Research | Citations: 0

    Authors: Al Balawi, Ramah; Hu, Yuheng; Qiu, Liangfei

    Abstract: In this study, we investigate the effect of a brand crisis on the customer relat ... Expand

    Semantic filters: average treatment effect

    Topics: social media Twitter customer service customer satisfaction customer relationship management

    Methods: mediation analysis longitudinal research robustness check natural experiment experimental group

  • The Consequences of Rating Inflation on Platforms: Evidence from a Quasi-Experiment

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    2023 | Information Systems Research | Citations: 0

    Authors: Aziz, Arslan; Li, Hui; Telang, Rahul

    Abstract: Informative online ratings enable digital platforms to reduce the search cost fo ... Expand

    Semantic filters: average treatment effect

    Topics: digital platform mobile application word of mouth ease of use consumer behavior

    Methods: experiment pilot experiment experimental group robustness check quasi experiment

  • Let Artificial Intelligence Be Your Shelf Watchdog: The Impact of Intelligent Image Processing-Powered Shelf Monitoring on Product Sales

    2023 | Management Information Systems Quarterly | Citations: 0

    Authors: Deng, Yipu; Zheng, Jinyang; Huang, Liqiang; Kannan, Karthik

    Abstract: We collaborated with a leading fast-moving consumer goods (FMCG) manufacturer t ... Expand

    Semantic filters: average treatment effect

    Topics: artificial intelligence organizational value cost benefit analysis mobile application human AI collaboration

    Methods: experimental group field experiment qualitative interview experiment quasi experiment

  • Economic Impacts of Platform-Endorsed Quality Certification: Evidence from Airbnb

    2023 | Management Information Systems Quarterly | Citations: 0

    Authors: Dewan, Sanjeev; Kim, Jooho; Nian, Tingting

    Abstract: We contribute to the emerging literature on quality certification by digital pl ... Expand

    Semantic filters: average treatment effect

    Topics: Airbnb website sharing platform peer-to-peer model Google+

    Methods: experimental group experiment propensity score method product review robustness check

  • The Power of Identity Cues in Text-Based Customer Service: Evidence from Twitter

    2023 | Management Information Systems Quarterly | Citations: 0

    Authors: Gao, Yang; Rui, Huaxia; Sun, Shujing

    Abstract: Text-based customer service is emerging as an important channel through which c ... Expand

    Semantic filters: average treatment effect

    Topics: customer service Twitter social presence social media customer satisfaction

    Methods: experiment computational algorithm synthetic control method survey support vector machine

    Theories: social presence theory big five model

  • “Maybe You Should Talk to Someone”: The Role of Online Communities on Mental Healthcare

    2023 | International Conference on Information Systems | Citations: 0

    Authors: Ghosh, Soham; Chakraborty, Soumyakanti; Sharma, Megha; Susarla, Anjana

    Abstract: Online Health Communities like YouTube offer mental health patients an alternat ... Expand

    Semantic filters: average treatment effect

    Topics: YouTube social media electronic mail blog

    Methods: deep learning RoBERTa BERT propensity score matching propensity score method

    Theories: speech act theory

  • Reigniting the flame: Sustaining Usage Through Intermittent Releases of In-game Content

    2023 | International Conference on Information Systems | Citations: 0

    Authors: Ghosh, Shyam; Chakraborty, Soumyakanti

    Abstract: Downloadable contents (DLCs) are additional in-game contents that developers r ... Expand

    Semantic filters: average treatment effect

    Topics: website free to play game usage intention missing data

    Methods: experimental group usage data quasi experiment Student's t-test parametric test

    Theories: theory of consumption value

  • When Images Backfire: The Effect of Customer-Generated Images on Product Rating Dynamics

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    2023 | Information Systems Research | Citations: 0

    Authors: Guan, Yue; Tan, Yong; Wei, Qiang; Chen, Guoqing

    Abstract: Customer-generated images (CGIs) on e-commerce platforms have been widely adopte ... Expand

    Semantic filters: average treatment effect

    Topics: online review experience good electronic commerce data breach digital good

    Methods: experiment experimental group laboratory experiment computational algorithm product review

  • Fun Shopping: A Randomized Field Experiment on Gamification

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    2023 | Information Systems Research | Citations: 0

    Authors: Ho, Yi-Jen (Ian); Liu, Siyuan; Wang, Lei

    Abstract: Gamification utilizes game-like features to engage participants, widely implemen ... Expand

    Semantic filters: average treatment effect

    Topics: gamification wireless LAN consumer behavior technology adoption user interface

    Methods: experiment experimental group survey randomized field experiment parametric test

    Theories: motivation theory self determination theory

  • Identity and Status: When Counterspeech Increases Hate Speech Reporting and Why

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    2023 | Information Systems Frontiers | Citations: 0

    Authors: Kim, Jae Yeon; Sim, Jaeung; Cho, Daegon

    Abstract: Much has been written about how social media platforms enable the rise of networ ... Expand

    Semantic filters: average treatment effect

    Topics: YouTube social media legal context

    Methods: survey experiment Student's t-test experimental group parametric test

    Theories: communication theory