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From valence to emotions: Exploring the distribution of emotions in online product reviews
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2016 | Decision Support Systems | Citations: 26
Authors: Ullah, Rahat; Amblee, Naveen; Kim, Wonjoon; Lee, Hyunjong

Abstract: Word-of-mouth (WOM) in the form of online customer reviews has received consider ... Expand

Abstract: Word-of-mouth (WOM) in the form of online customer reviews has received considerable attention by practitioners and academics. Prior literature has focused more on the understanding of the phenomenon using the frequency or overall rating/valence information of WOM, while questions on how firms can potentially use or design online WOM platforms and benefit from it based on the content of WOM are still open, and need more attention from researchers. In addition, an important antecedent for the generation of word-of-mouth is a strong emotional imbalance known as schema discrepancy, which is considered to trigger the consumer to post a customer review online. However, only a limited number of studies to date have actually examined the emotional content of reviews to validate this line of reasoning. To fill this gap, we analyzed the emotional content of a large number of online product reviews using Natural Language Processing (NLP) methods. We find that there is a difference in the emotional content of reviews across search and experience goods in the early stages of product launch. However, interestingly, these differences disappear over time as the addition of reviews reduces the information asymmetry gap. This suggests that traditional experience goods are evaluated more like search goods in online environments, because consumers can easily evaluate attributes of products prior to purchase based on the reviews accumulated. In addition, we find that more extreme reviews have a greater proportion of emotional content than less extreme reviews, revealing a bimodal distribution of emotional content, thereby empirically validating a key assumption that underpins much of the extant literature on online WOM. Furthermore, reviews have a greater proportion of positive emotional content within positive extreme ratings as compared to negative emotional content within negative extreme ratings which is a major factor in online WOM generation, and helps explain the commonly observed J-shaped distribution of reviews. Our findings suggest important managerial implications regarding product development, advertisement, and platform design using WOM content. Collapse

Semantic filters: discrepancy theory

Topics: experience good online word of mouth online review marketing management new product development

Methods: natural language processing computational algorithm product review parametric test ANOVA

Theories: lemon market theory discrepancy theory
Enhancing Shared Understanding in Collaborative Online Shopping

2013 | International Conference on Information Systems | Citations: 2
Authors: Yue, Yanzhen; Jiang, Zhenhui

Abstract: This study explores the emerging phenomenon of collaborative online shopping by ... Expand

Abstract: This study explores the emerging phenomenon of collaborative online shopping by comparing three navigation support designs: separate navigation with location cue, split screen navigation, and tightly-bonded shared navigation. The impacts of the three navigation support designs on collaborative customers’ actual and perceived shared understanding were investigated in a laboratory experiment. The moderating effect of shopping group structure was also examined. The experimental results show that (1) split screen navigation leads to more actual shared understanding than separate navigation with location cue; (2) tightly-bonded shared navigation leads to less perceived shared understanding than split screen navigation; (3) in terms of actual shared understanding, the superiority of split screen navigation over tightly-bonded shared navigation is less prominent for customers in co-buyers structure than for those in buy/advisor structure. The results also indicate that perceived shared understanding influences the perceived decision quality, which further affects customers’ intentions to revisit the online store. Collapse

Semantic filters: discrepancy theory

Topics: decision quality website electronic commerce experience good internet technology

Methods: post-hoc analysis Scheffe test ANOVA parametric test partial least squares regression

Theories: illusion of control adaptation-level theory discrepancy theory
Career anchors and disturbances in job turnover decisions – A case study of IT professionals in Taiwan
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2012 | Information & Management | Citations: 0
Authors: Chang, Christina Ling-Hsing; Jiang, James J.; Klein, Gary; Chen, Houn-Gee

Abstract: Previous models of turnover by IT professionals consider job satisfaction as a k ... Expand

Abstract: Previous models of turnover by IT professionals consider job satisfaction as a key indicator. One common model considers whether an organization matches the internal anchors of IT employees to provisions in the work place. This pattern is often broken by other considerations that disturb the relationship between job satisfaction and intent to seek employment elsewhere. Such disturbances present a problem in planning and are not globally considered in research models. A qualitative study of ten cases yields new insight into the disturbances that break the pattern leading to a more general model of turnover. Collapse

Semantic filters: discrepancy theory

Topics: IT personell turnover IT workforce IT career job satisfaction social identity

Methods: qualitative interview personal interview qualitative coding multiple case study

Theories: discrepancy theory
CONCEPTUALIZING INTERPERSONAL RELATIONSHIPS IN AGILE IS DEVELOPMENT

2010 | International Conference on Information Systems | Citations: 0
Authors: Madsen, Sabine; Matook, Sabine

Abstract: Agile information systems development (ISD) is a people-centered approach that e ... Expand

Abstract: Agile information systems development (ISD) is a people-centered approach that emphasizes frequent interaction and genuine co-operation between customers and developers. While business relationships are the norm in the workplace, agile ISD leads to the creation of close interpersonal relationships. Drawing on relationship theory and friendship literature we propose a theoretical framework of three types of workplace relationships. The framework is used for deriving theoretical preconceptions about agile relationships and their impact on the agile ISD team’s ability to deliver valuable, working software frequently. We also present the interpretive approach we will apply. An understanding of the relationship specific aspects of agile ISD as well as of the importance and impact of certain relationship characteristics can help explain why some agile projects succeed, while others fail. Such knowledge can also be used to foster friends-like behavior for the benefit of the software outcome in future projects. Collapse

Semantic filters: discrepancy theory

Topics: agile software development Scrum

Methods: design methodology theory development case study

Theories: discrepancy theory
Discrepancies between desired and perceived measures of performance of IS professionals: Views of the IS professionals themselves and the users
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2007 | Information & Management | Citations: 14
Authors: Boyd, Michael; Huang, Shi-Ming; Jiang, James J.; Klein, Gary

Abstract: Evaluation of IS professionals is difficult. Measures are seldom fully defined a ... Expand

Abstract: Evaluation of IS professionals is difficult. Measures are seldom fully defined and suffer from the inability of a user to consider differences between expectations and perceptions of performance. In addition, expected levels of performance and perceived levels of performance depend on the satisfaction of each group of stakeholders. Discrepancy theory leads one to expect that satisfaction is highest when performance matches expectations. To explore this gap in different groups, a sample of users and a matched sample of IS professionals was investigated in order to determine the relationship between the performance gap and satisfaction with the system on the part of the users and careers on the part of the IS professionals. Larger gaps were found to be associated with poor satisfaction in both samples. Additionally, each group had a different set of expectations, indicating that the measures did not represent the same expectation or meanings to different stakeholders. Thus, management should strive to promote uniform understanding of the measures employed in IS professional performance evaluation by all stakeholders and manage expectations according to the metrics selected. Collapse

Semantic filters: discrepancy theory

Topics: IT workforce IT career user satisfaction task productivity IT job

Methods: ANOVA parametric test survey statistical hypothesis test confirmatory factor analysis

Theories: discrepancy theory
A Discrepancy Model of Information System Personnel Turnover

2002 | Journal of Management Information Systems | Citations: 38
Authors: Jiang, James J.; Klein, Gary

Abstract: Turnover of information system (IS) personnel is a critical problem for organiza ... Expand

Abstract: Turnover of information system (IS) personnel is a critical problem for organizations. To gain a better understanding of turnover, researchers have explored career orientations that characterize an employee's internal motivations and desires. The inability of an organization to match career desires is often related to measures indicative of turnover in IS employees, including intent to leave and career dissatisfaction, though empirical evidence is indirect and inconclusive. Using career orientations, this study explicitly models the impact of the discrepancy between the wants of employees and employee perceptions of how their organization satisfies those wants. The model is based on discrepancy theory and predicts the gap is closely related to the turnover indicators. Model predictions hold true for a sample of 153 IS personnel. These results indicate the importance of developing career plans that employees perceive as matching their wants. Collapse

Semantic filters: discrepancy theory

Topics: IT career entrepreneurship IT workforce organizational commitment IT job

Methods: survey ANOVA parametric test regression analysis method exact binomial test

Theories: discrepancy theory

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Found 6 articles

From valence to emotions: Exploring the distribution of emotions in online product reviews

Enhancing Shared Understanding in Collaborative Online Shopping

Career anchors and disturbances in job turnover decisions – A case study of IT professionals in Taiwan

CONCEPTUALIZING INTERPERSONAL RELATIONSHIPS IN AGILE IS DEVELOPMENT

Discrepancies between desired and perceived measures of performance of IS professionals: Views of the IS professionals themselves and the users

A Discrepancy Model of Information System Personnel Turnover