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

Smart Parking Systems and their Impact on the Efficiency of Parking Officers

2023 | Americas Conference on Information Systems | Citations: 0

Authors: Ahmad, Alharbi,; Dincelli, Ersin

Abstract: The adoption of smart city technology has become increasingly popular in cities ... Expand

Abstract: The adoption of smart city technology has become increasingly popular in cities around the world. Internet of Things (IoT) devices, such as smart sensors, traffic lights and parking meters, are utilized in collecting and analyzing valuable data to improve the efficiency of critical infrastructure and enhance the quality of life for citizens. To increase the efficiency of its parking officers, the City of Los Angeles implemented a smart parking system on its streets in 2011. Utilizing transaction cost economics (TCE), we analyzed the number of parking citations in Los Angeles between 2015 and 2019 to examine the impact of smart parking meters on the parking officers' efficiency. We hypothesized that smart parking meters and time limit policies, defined as the allowed parking duration, positively affect the number of parking citations. To test our hypothesis, we used a fixed-effect estimation model. Our results indicate that smart parking meters and time limit policies have positive effects on the number of parking citations, leading to an improvement in the efficiency of parking officers. We discussed the theoretical and practical implications of these findings for implementing IoT projects in the public sector. Collapse

Topics: mobile system internet of things website open data

Methods: regression analysis method statistical hypothesis test

Theories: transaction cost economics

A Study for Sustainable IT: Management Effects of On-Premises and On-Demand IT on Carbon Intensity

2023 | International Conference on Information Systems | Citations: 0

Authors: Alghamdi, Majed; Aghakhani, Navid; Park, Jiyong; Oh, On-Ook

Abstract: Reducing the level of carbon intensity -i.e., the level of carbon emission -is ... Expand

Abstract: Reducing the level of carbon intensity -i.e., the level of carbon emission -is an important issue in cooperate IT management. Drawing upon the belief-action-outcome (BAO) framework, this study examines the impact of two different IT resources -i.e., onpremises IT (OPIT) and on-demand IT (ODIT) -on a firm's carbon intensity. Also, we examine the moderating impact of green management strategies -i.e., environmental board oversight and environmental management incentives -on the effect of OPIT and ODIT on a firm's carbon intensity. Using panel data with a sample of 3074 observations collected from 864 firms from 2016 to 2019, we find that OPIT usage is positively associated with carbon intensity, whereas ODIT usage is negatively associated with carbon intensity. In addition, we find that, while environmental board oversight mitigates the positive direct impact of OPIT on carbon intensity, environmental management incentives reinforce the negative direct impact of ODIT on carbon intensity. Collapse

Topics: strategic management green IS environmental sustainability database system corporate governance

Methods: longitudinal research Compustat descriptive statistic Breusch-Pagan test

Theories: theory of economic growth

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

Abstract: We collaborated with a leading fast-moving consumer goods (FMCG) manufacturer to investigate how intelligent image processing (IIP)-based shelf monitoring aids manufacturers' shelf management by using data from a quasi-experiment and a field experiment. We discovered that such artificial intelligence (AI) assistance significantly and consistently improves product sales. Several underlying mechanisms were revealed by our quantitative and qualitative analysis. First, retailers are more likely to comply due to the greater monitoring effectiveness enabled by AI assistance. Second, the positive effect of IIP-based shelf monitoring partially persists after it is terminated, implying that human learning takes place. Third, the value of IIP-based shelf monitoring can be attributed to independent retailers rather than chain retailers. Since the degree of contract heterogeneity is the major difference between these retailers in terms of monitoring, this finding further suggests that AI is relatively more scalable when coping with more heterogeneous instances. Apart from these great benefits, we demonstrate the low marginal costs of implementing IIP-powered shelf monitoring, which indicates its long-term applicability and potential to generate incremental value. Our research contributes to several literature streams and provides managerial insights for practitioners who consider AI-assisted operational models. Collapse

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

Methods: experimental group field experiment qualitative interview experiment quasi experiment

When Reward Meets Donation: A Paradoxical Dilemma

2023 | International Conference on Information Systems | Citations: 0

Authors: Deng, Yipu; Zheng, Jinyang; Li, Guoxin; Kannan, Karthik

Abstract: Reward-based crowdfunding platforms are increasingly incorporating donation opt ... Expand

Abstract: Reward-based crowdfunding platforms are increasingly incorporating donation options, allowing backers to financially support campaigns without receiving any tangible rewards in return. Although this option seems to create a novel fundraising channel, our quasi-natural experimental study highlights the potential negative impacts of individual donation occurrences, which ultimately lead to reduced total raised funds, as substantiated by robust empirical evidence. We explore two primary mechanisms responsible for the adverse effect. First, the bystander effect, where prior donations discourage potential backers from supporting the campaign, causing them to either forgo reward purchases or decrease their contribution amounts. Second, the social conformity effect, in which prior donations shape backers' perceptions of social norms and consequently lower their support levels. By offering a comprehensive understanding of behavioral dynamics in crowdfunding, our study enriches the literature on the design and management of crowdfunding platforms and provides valuable insights for industry practitioners. Collapse

Topics: crowdfunding crowdsourcing social norm logistics management willingness to pay

Methods: experimental group propensity score method descriptive statistic quasi experiment experiment

Theories: social influence theory

The Downside of Displaying Agentic Values: Evidence from Shareholder Activism

2023 | Organization Science | Citations: 0

Authors: DesJardine, Mark R.; Shi, Wei

Abstract: Activist shareholders face a challenging task in preemptively identifying execut ... Expand

Abstract: Activist shareholders face a challenging task in preemptively identifying executives who they perceive might destroy shareholder value—before harm is done. We develop a framework where activist shareholders resolve this problem by forming attributions about executives’ intentions based on their displays of agentic values, which reflect independence and control. For activist shareholders, a strong display of independence can evoke concerns that an executive will act without the regulation of shareholder input, and a strong display of control can create concerns an executive will engineer governance provisions to their own benefit. As such, we hypothesize that above-average agentic value displays by CEOs increase the likelihood firms are targeted by shareholder activists. Extending our theory, we argue the positive effect that agentic value displays have on attracting shareholder activism is stronger when CEOs permit higher spending on corporate and stakeholder investment, both of which can exacerbate shareholder harm when executed poorly. We also posit that activism campaigns driven by CEOs’ agentic value displays will largely come from activist shareholders seeking to exert their own control over agentic-speaking CEOs. Using data on shareholder activism campaigns at US-based companies from 2003–2018, we find support for our hypotheses. We discuss multiple theoretical implications for research on corporate governance, stakeholder management, and investor relations. Collapse

Topics: corporate governance research and development accounting database system Netflix

Methods: descriptive statistic theory development instrumental variables estimation robustness check statistical hypothesis test

Theories: big five model attribution theory behavioral economics

Evaluating Effects of the Payment Ecosystem on Central Bank Digital Currency Adoption and Design

2023 | HICSS | Citations: 0

Authors: Digiammaria, Chiara; Omarini, Anna; Kauffman, Robert; Kim, Kwansoo

Abstract: CBDC has become a discussion topic with worldwide economic and societal relevanc ... Expand

Abstract: CBDC has become a discussion topic with worldwide economic and societal relevance. Payment system efficiency is a top driver for digital currency adoption. We examine literature gaps for payment ecosystem impact on CBDC adoption and design, and conduct test for 65 World Bank countries. We measure payment alternatives and preferences impacts and estimate least squares and limited dependent variables regressions. CBDC adoption is driven by payment ecosystem, alternative characteristics, e-money usage, perceived safety, and infrastructure. This signals that user familiarity with digital payment methods, trust in authorities, and structural capabilities support CBDC adoption. Adoption is inversely related to alternatives that dampen the need for CBDC. Transaction volume and trust in authorities are linked to choosing a central database, not a digital ledger technology (DLT) infrastructure. Deviations occur from ambiguous effects of cash and DLT usage on CBDC adoption and industry concentration, architecture, and linkages. Collapse

Topics: analytical information system digital innovation

Methods: robustness check deep learning propensity score matching convolutional neural network causality analysis

Should Doctors Open Online Consultation Services? An Empirical Investigation of Their Impact on Offline Appointments

2023 | Information Systems Research | Citations: 0

Authors: Fan, Wenjuan; Zhou, Qiqi; Qiu, Liangfei; Kumar, Subodha

Abstract: Online healthcare portals have become prevalent worldwide in recent years. One c ... Expand

Abstract: Online healthcare portals have become prevalent worldwide in recent years. One common form of a healthcare portal is the online consultation website, which provides a bridge between patients and doctors and reduces patients’ time and cost when seeking healthcare services. Another form is the healthcare service appointment website, which facilitates offline visits for patients. Although nominally separate, the behaviors of the users (including patients and doctors) on these two types of websites could be related to each other. In particular, how does opening online consultation services impact the offline appointments of doctors? Although this is an important question for healthcare portals, doctors, and policy makers, it has not been rigorously examined in the literature. In this paper, we attempt to bridge this important gap by examining the overall impact of offering online consultations on offline appointments. Our results show that the number of offline appointments for doctors increases after opening an online consultation service. Additionally, we examine how several factors, such as recommendation heat, hospital ranking, and doctor title, moderate the impact of opening online consultation services on doctors’ offline appointments. Given that online consultation is a new but important way to connect patients and doctors, our findings provide useful implications for all the stakeholders—doctors, patients, hospitals, and policy makers—regarding how to integrate online and offline channels in the healthcare context.History: Param Singh, Senior Editor; Yuliang (Oliver) Yao, Associate Editor.Funding: This work was supported by the National Natural Science Foundation of China [Grants 72071057, 71922009, 71871080, and 72188101].Supplemental Material: The online appendix is available at https://doi.org/10.1287/isre.2022.1145. Collapse

Topics: website electronic health price management online review telephone

Methods: robustness check regression analysis method instrumental variables estimation experimental group hierarchical linear modeling

Theories: signaling theory theory of economic development

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

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

Topics: website service quality IS success video conference web page

Methods: experiment survey design survey latin square design factorial experiment

Theories: SERVQUAL

Exploring the impact of online social participation on loneliness in older adults: Evidence from The Canadian Longitudinal Study on Aging

2023 | International Journal of Information Management | Citations: 0

Authors: Goodarzi, Soheil; Jiang, Jinglu; Head, Milena; Lu, Xuecong

Abstract: As individuals age, mental and physical impairment can emerge and impact their w ... Expand

Abstract: As individuals age, mental and physical impairment can emerge and impact their well-being. Previous research on social participation in older adults has typically focused on specific activities or failed to distinguish between different forms of participation. In contrast, we propose that social participation is a resource optimization process for older adults, where various forms of participation must be optimized in order to improve well-being outcomes. Drawing on Selective Optimization with Compensation theory, we develop hypotheses on how older adults with cognitive decline select and optimize their social participation profile and how multiple modes of participation synergistically affect their perceived loneliness. Using data from the Canadian Longitudinal Study on Aging (CLSA), we test a polynomial model and find that online social participation has a U-shaped effect on loneliness, while personal-oriented offline social participation mitigates this effect. We also find that the impact of social participation modes varies considerably between younger and older groups. Our findings suggest im­ plications for the design of integrative aging support programs and the use of ICT to promote mental well-being in different stages of advanced age. Collapse

Topics: social media electronic mail covid 19 information system use information technology addiction

Methods: descriptive statistic longitudinal research regression analysis method statistical hypothesis test survey