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

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

Abstract: In this study, we investigate the effect of a brand crisis on the customer relationship management (CRM) efforts of brands on social media. Despite the opportunities social media offers to brands to connect and engage with customers, it is still unclear how a brand crisis can change a brand’s social CRM efforts. Social media platforms can amplify the negative consequences of a brand crisis. However, the unique and public nature of social media platforms can offer new means for brands to handle a brand crisis and publicly manage their customer relationships. Compared with traditional CRM, social media enables brands to communicate with their customers publicly, which can strengthen their relationships with customers and maintain higher levels of customer engagement. Leveraging a natural experiment setting, we investigate the impact of the United Airlines crisis on three dimensions of social CRM efforts: informativeness, timeliness, and attentiveness. Contrary to traditional CRM efforts and recommendations, we find that the brand crisis increases informativeness efforts but reduces timeliness and attentiveness efforts.History: Yong Tan, Senior Editor; Beibei Li, Associate Editor.Supplemental Material: The online appendix is available at https://doi.org/10.1287/isre.2022.1159. Collapse

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

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

How have firms transformed and executed IT-enabled remote work initiatives during the COVID-19 pandemic? Conceptualization and empirical evidence from Spain

2023 | Information & Management | Citations: 0

Authors: Benitez, Jose; Castillo, Ana; Ruiz, Laura; Luo, Xin (Robert); Prades, Pedro

Abstract: This paper examines how firms have transformed and executed IT-enabled remote wo ... Expand

Abstract: This paper examines how firms have transformed and executed IT-enabled remote work initiatives during the COVID-19 pandemic. After examining archival data on a sample of 100 firms in Spain, we discover three types of IT-enabled remote work firm’s strategies: leader, agile, and survival. Leader companies have a competitive advantage over agile companies, which in turn have a competitive advantage over survival organizations. We find that firm size was crucial to executing remote work firm’s initiatives as a leader or survival. The industry significantly affected the implementation of remote work firm’s initiatives during the three pivotal periods in the telecommunications industry. Collapse

Topics: remote work IT supported collaboration pandemic competitive advantage organizational value

Methods: qualitative content analysis theory development partial least squares path modeling mediation analysis statistical power analysis

Theories: contingency theory resource based view of the firm organizational theory

Household Digital Twin for Disaster Response

2023 | Americas Conference on Information Systems | Citations: 0

Authors: Bonke, Chaitali; Sun, Jun; Owusu, Gabriel; Wang, Yin

Abstract: Using simulation of digital twins can help save lives and reduce the impact of ... Expand

Abstract: Using simulation of digital twins can help save lives and reduce the impact of disasters on households. By accessing a virtual process and making recommendations to families before a disaster hits, the risk of harm can be minimized. Developing a household digital twin for disaster response can lay the foundation for effective household disaster management. This study proposes a design of household digital twin for disaster response and demonstrates how the platform can be used to simulate hazardous processes before they occur for damage control. Collapse

Topics: production management digital twin hurricane recommender system emergency management

Methods: design artifact simulation

Effectiveness of Health Communication Technology on Compliance Disposition of Covid-19 Guidelines

2023 | Communications of the Association for Information Systems | Citations: 0

Authors: Bui, Quang “Neo”; Moriuchi, Emi

Abstract: Recent research has mostly examined the role of health communication technology ... Expand

Abstract: Recent research has mostly examined the role of health communication technology (HCT) in patient empowerment and in producing patient-focused outcomes. This study examines HCT in a larger context where it is used as a tool to improve public health. The objective is to examine how HCT is used to monitor Covid-19's spread, and how social factors affect individual assessment of HCT and individual compliance disposition of Covid-19 guidelines. Analyzing data collected from 360 HCT users suggests that the information and system quality of HCT indeed impact users' assessment of its effectiveness and their compliance disposition. However, such effects are strongly mediated by social factors: Peer influence and government trust can sway an individual's cognitive judgments of Covid-19 regardless of HCT's impacts. The findings highlight the importance of social factors in pandemic management and the need to socialize health informatics to make them more effective. Collapse

Topics: social influence data quality digital dashboard system quality mobile application

Methods: survey mediation analysis partial least squares path modeling post analysis path analysis

Theories: health belief model information systems success model

Unexpected Events in IT Projects: A Conceptual Review and Research Agenda

2023 | Communications of the Association for Information Systems | Citations: 0

Authors: Coulon, Thibaut; Paré, Guy; Barki, Henri

Abstract: When unexpected events occur, IT project teams need to react appropriately in o ... Expand

Abstract: When unexpected events occur, IT project teams need to react appropriately in order to limit the potentially negative, and sometimes disastrous consequences of such events. Yet, while past research has identified unexpected events as being an important aspect to consider when managing projects, the existing literature does not provide a clear conceptualization of this concept which limits the development of new theories and thus the ability to guide practitioners. Based on a literature review and to advance our understanding of unexpected events in IT projects and their effective management, and facilitate future theoretical developments on IT project management, the present paper develops a conceptualization that clearly distinguishes this concept from other closely related ones, as well as proposing a research framework that links it to IT project team responses and their consequences. A detailed research agenda, integrating current advances in different fields, is developed to highlight future research avenues. Collapse

Topics: IT project project management IT project team database system sensemaking

Methods: literature sample literature study synthesis literature filtering

Special issue on responsible IS research for a better world

2023 | Information Systems Journal | Citations: 0

Authors: Davison, Robert M.; Majchrzak, Ann; Hardin, Andrew; Ravishankar, Mayasandra-Nagaraja

Abstract: ... Expand

Abstract: Collapse

Topics: mobile payment mobile system evaluation criteria electronic business digital transformation

Methods: case study

Social Media Data in an Augmented Reality System for Situation Awareness Support in Emergency Control Rooms

2023 | Information Systems Frontiers | Citations: 0

Authors: Fromm, Jennifer; Eyilmez, Kaan; Baßfeld, Melina; Majchrzak, Tim A.; Stieglitz, Stefan

Abstract: During crisis situations, emergency operators require fast information access to ... Expand

Abstract: During crisis situations, emergency operators require fast information access to achieve situation awareness and make the best possible decisions. Augmented reality could be used to visualize the wealth of user-generated content available on social media and enable context-adaptive functions for emergency operators. Although emergency operators agree that social media analytics will be important for their future work, it poses a challenge to filter and visualize large amounts of social media data. We conducted a goal-directed task analysis to identify the situation awareness requirements of emergency operators. By collecting tweets during two storms in Germany we evaluated the usefulness of Twitter data for achieving situation awareness and conducted interviews with emergency operators to derive filter strategies for social media data. We synthesized the results by discussing how the unique interface of augmented reality can be used to integrate social media data into emergency control rooms for situation awareness support. Collapse

Topics: Twitter situation awareness augmented reality smart device social media

Methods: qualitative interview computational algorithm design principle machine learning qualitative content analysis

Signals of Transition in Crisis Management: Insights from a Study of Social Media Use in Public Service Organizations

2023 | HICSS | Citations: 0

Authors: Herrera, L.; Gjøsæter, T.; Majchrzak, T.; Thapa, D.

Abstract: In crisis informatics, little attention is placed on how transitions occur betw ... Expand

Abstract: In crisis informatics, little attention is placed on how transitions occur between periods of crisis and non-crisis. The analysis of transition behaviors in organizations could respond to both the cyclicality of risk and crisis management, and the need for continuity of services provided to the community. In studying transitions, we focus on social media use as a support system. Thus, with the objective to gain an insight into how sociotechnical systems navigate through periods of crisis and non-crisis, we leverage individual experiences that rely on social media as a source of information in public service organizations and developers of social media analytics support tools. The main contribution of this study is the explanation and conceptualization on how transitions happen by framing social media as a support system of information for crisis management. In addition, we highlight the return to a new steady-state, an overlooked area of organizational transitions and continuity. Collapse

Topics: social media emergency management social media analytics situational awareness information technology capability

Methods: qualitative interview theory development qualitative content analysis

Theories: punctuated equilibrium theory organizational behavior theory sociotechnical systems theory

Attributes of Continuity in Support Information Systems: A Study of Social Media Listening Experiences

2023 | Americas Conference on Information Systems | Citations: 0

Authors: Herrera, Lucia Castro; Shahbazi, Maryam; Majchrzak, Tim A.; Gjøsæter, Terje; Bunker, Deborah

Abstract: The increasing recurrence of crises threatens the continuity of services provid ... Expand

Abstract: The increasing recurrence of crises threatens the continuity of services provided by public service organizations (PSOs) to their communities, especially those in need. Beyond contingency plans, PSOs must rely on robust support information systems able to withstand transitions between day-to-day activities and crisis response with as minimal interruptions as possible. Through the analysis of experiences of use of social media analytics as a support system in PSOs, this study proposes a set of attributes that take place while transitioning between non-crisis and crisis states. The sociotechnical nature of transitions calls for a zoomed-out analysis based on shared patterns that could lead to generalization in the future. The results of our study contribute towards understanding how continuity and equilibrium are exercised in volatile and dynamic environments. In addition, our results could help organizations self-assess their social media analytics teams or other support systems within the proposed parameters. Collapse

Topics: social media social media analytics emergency management pandemic problem solving

Methods: qualitative interview case study card sorting qualitative content analysis literature study

Moving Emergency Response Forward: Leveraging Machine-Learning Classification of Disaster-Related Images Posted on Social Media

2023 | Journal of Management Information Systems | Citations: 0

Authors: Johnson, Matthew; Murthy, Dhiraj; Robertson, Brett W.; Smith, William Roth; Stephens, Keri K.

Abstract: Social media platforms are increasingly used during disasters. In the United Sta ... Expand

Abstract: Social media platforms are increasingly used during disasters. In the United States, users often consider these platforms to be reliable news sources and they believe first responders will see what they publicly post. While having ways to request help during disasters might save lives, this information is difficult to find because non-relevant content on social media completely overshadows content reflective of who needs help. To resolve this issue, we develop a framework for classifying hurricane-related images that have been human-annotated. Our approach uses transfer learning and classifies each image using the VGG-16 convolutional neural network and multi-layer perceptron classifiers according to the urgency, relevance, and time period, in addition to the presence of damage and relief motifs. We find that our framework not only successfully functions as an accurate method for hurricane-related image classification but also that real-time classification of social media images using a small training set is possible. Collapse

Topics: social media Twitter hurricane natural hazard application programming interface

Methods: machine learning deep learning literature study convolutional neural network classification method