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Bots with Feelings: Should AI Agents Express Positive Emotion in Customer Service?
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2023 | Information Systems Research | Citations: 0
Authors: Han, Elizabeth; Yin, Dezhi; Zhang, Han

Abstract: Customer service employees are generally advised to express positive emotion dur ... Expand

Abstract: Customer service employees are generally advised to express positive emotion during their interactions with customers. The rise and maturity of artificial intelligence (AI)–powered conversational agents, also known as chatbots, beg the question: should AI agents be equipped with the ability to express positive emotion during customer service interactions? This research explores how, when, and why an AI agent’s expression of positive emotion affects customers’ service evaluations. We argue that AI-expressed positive emotion can influence customers via dual pathways: an affective pathway of emotional contagion and a cognitive pathway of expectation–disconfirmation. We propose that positive emotion expressed by an AI agent (versus a human employee) is less effective in facilitating service evaluations because of a heightened level of expectation–disconfirmation. We further introduce a novel individual difference variable, customers’ relationship norm orientation, which affects their expectations toward the AI agent and moderates the cognitive pathway. Results from three laboratory experiments substantiate our claims. By revealing a distinctive impact of positive emotion expressed by an AI agent compared with a human employee, these findings deepen our understanding of customers’ reactions to emotional AIs, and they offer valuable insights for the deployment of AIs in customer service. History: Deepa Mani, Senior Editor; Pallab Sanyal, Associate Editor. Supplemental Material: The online appendix is available at https://doi.org/10.1287/isre.2022.1179. Collapse

Semantic filters: information theory

Topics: artificial intelligence service quality customer service human AI collaboration social media

Methods: analysis of covariance experiment statistical hypothesis test chatbot theory development

Theories: information theory dual-system theory
Flawless victory! Investigating search and experience qualities as antecedent predictors of video game success
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2023 | Electronic Markets | Citations: 0
Authors: Heidenreich, Sven; Handrich, Franziska; Kraemer, Tobias

Abstract: In recent years, video games have been on the rise as entertainment goods, leadi ... Expand

Abstract: In recent years, video games have been on the rise as entertainment goods, leading to a growing interest by practitioners, researchers, and, of course, consumers alike. While a few unusually successful video games produce overall high revenues, most released games struggle to break even. Hence, there is an urgent need to better understand what distinguishes financially successful games from nonsuccessful video games. Accordingly, several researchers have called for investigations into the drivers of the financial success of video games. However, empirical studies within this respect are still lacking. Based on longitudinal data of 351 video games, the current study strives to fill this research gap by investigating the relative importance of potential success factors for the short-term and long-term financial success of video games. The results of multiple regression analyses confirm that search qualities such as brand popularity, reviews, and awards as well as experience qualities such as graphics, sound, and game duration significantly drive financial success in terms of the total number of sold video games in Europe. Consequently, managers in the video game industry can boost their chances for the production of a successful video game by focusing on these factors. Collapse

Semantic filters: information theory

Topics: video game database system ease of use internet technology missing data

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

Theories: information theory
Virtual integration in SMEs: The digitalization circuitry of dynamic strategic planning for SMEs
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2023 | International Journal of Information Management | Citations: 0
Authors: Ojha, Divesh; Patel, Pankaj C.; Parida, Vinit

Abstract: Though digital technology adoption among SMEs is widely studied, a manifestation ... Expand

Abstract: Though digital technology adoption among SMEs is widely studied, a manifestation of digitalization – virtual integration, particularly its strategic benefits for SMEs – remains largely understudied. Virtual integration con nects and coalesces the interfaces of digitalization in SMEs. Though the need for externally oriented digitalization in SMEs is widely desired and espoused, virtual integration and the ensuing effect on Dynamic Strategic Planning (DSP) could be key factors in realizing higher performance. Using the information theory lens and knowledgebased view and a two-study empirical setup based on data from manufacturing and services firms, we draw on the Competence–Capability–Performance (CCP) framework. Specifically, we test a model of digitalization circuitry operational through the mediating effects of virtual integration and dynamic strategic planning (DSP). The ensuing interweaving effects of digitalization from virtual integration are manifest in DSP through fluid partnering, business continuity planning, and market acuity. We find that digitalization, manifested in the form of virtual integration, cascades through DSP to improve financial performance. Collapse

Semantic filters: information theory

Topics: business continuity planning financial performance strategic management virtualization technology supply chain management

Methods: SEM tool theory development structural equation modeling survey statistical hypothesis test

Theories: dynamic capabilities theory knowledge based theory of the firm information theory
IMPACT OF DATA COLLECTION ON ML MODELS: ANALYZING DIFFERENCES OF BIASES BETWEEN LOW- VS. HIGH-SKILLED ANNOTATORS

2023 | International Conference on Business Informatics | Citations: 0
Authors: Schneider, Johannes; Eisenhardt, Daniel; Utama, Christian; Meske, Christian

Abstract: ... Expand

Abstract: Collapse

Semantic filters: information theory

Topics: Twitter crowdsourcing

Methods: machine learning Kolmogorov-Smirnov test natural language processing experiment parametric test

Theories: information theory
Relationships between Involuntary Visual Cueing and Sensemaking of YouTube Videos

2023 | Americas Conference on Information Systems | Citations: 0
Authors: Shen, Zixing; Tan, Songxin

Abstract: Sensemaking plays a critical role in the everyday use of social media, which ar ... Expand

Abstract: Sensemaking plays a critical role in the everyday use of social media, which are increasingly visual as video, images, and other visual content permeate. Yet, research on the sensemaking of visual information on social media is minimal. This study addresses this research gap by investigating the relationships between involuntary visual cues (color contrast and visual complexity) and making sense of videos on YouTube and Reddit. It finds that color contrast has a significant association with sensemaking on both platforms and that visual complexity is a significant predictor of sensemaking only on Reddit. Our study adds to the research on sensemaking on social media. It expands social media analysis from textual to visual information and contributes to the knowledge of visual sensemaking on social media. It also provides practitioners with guidelines for designing videos that facilitate visual sensemaking. Collapse

Semantic filters: information theory

Topics: sensemaking YouTube social media Reddit

Methods: survey design multiple linear regression image processing statistical hypothesis test computational algorithm

Theories: information theory
Quick-and-Wide Propagation of Disaster Tweets: Why It Matters and How to Measure It
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2023 | ACM SIGMIS Database | Citations: 0
Authors: Son, Jaebong

Abstract: As dynamic, non-routine disaster events appear and disappear in a short period, ... Expand

Abstract: As dynamic, non-routine disaster events appear and disappear in a short period, quickly and widely disseminating emergency warnings and alerts to the public is a critical communication goal for emergency management officers and citizen journalists. Twitter has become a prominent communication medium to achieve such a communication goal, attracting academic scholars, government agencies, and industry practitioners. However, most academic research and government reports have relied on either the retweet count or retweet time to understand factors affecting the propagation of disaster information. We argue that neither measure is sufficient to reflect the extent to which disaster tweets are quickly and widely propagated. Hence, we propose a new measure called the Propagation Index (PI) to better evaluate quick and wide propagation of disaster information. Using two Twitter datasets, we empirically examine the proposed measure in association with the Twitter features and compare its statistical results with those of the retweet count and retweet time. Our findings suggest that the PI more accurately captures how quickly and widely disaster tweets are propagated than the other measures. Therefore, this study contributes to academia, governments, and industry to improve their understanding of the propagation of disaster information on Twitter. Collapse

Semantic filters: information theory

Topics: Twitter Java social media emergency management

Methods: machine learning topic model regression analysis method theory development descriptive statistic

Theories: information theory mathematical theory of communication
Analyzing e-government design science artifacts: A systematic literature review
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2022 | International Journal of Information Management | Citations: 0
Authors: Carter, Lemuria; Yoon, Victoria; Liu, Dapeng

Abstract: Design science as a research paradigm is gaining popularity in the information s ... Expand

Abstract: Design science as a research paradigm is gaining popularity in the information systems (IS) discipline. E-gov ernment research explores IS artifacts designed to improve the quality and efficiency of public administration and service. This paper utilizes the E-government Design Research Model (EgovDR Model) to review e-gov ernment designs. Through a comprehensive literature review, this paper identifies prototypical e-government tasks for design science implementation and the corresponding solutions. We demonstrate whether and how the development and evolution of e-government designs continue to gain relevance in design science research. Additionally, this paper identifies and analyzes the theories employed in the literature to illustrate how the EgovDR Model has facilitated e-government designs in increasing rigor over time. Our findings indicate the majority of the workpractice tasks in existing e-government designs are decision-support tasks. Collapse

Semantic filters: information theory

Topics: government system criminality decision support system social identity knowledge representation

Methods: design science literature study design artifact literature sample synthesis

Theories: information theory activity theory social disorganization theory portfolio theory structuration theory
Conceptualizing Interactions of Augmented Reality Solutions
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2022 | HICSS | Citations: 5
Authors: Bräker, Julia; Hertel, Julia; Semmann, Martin

Abstract: The rapid evolution of augmented reality has resulted in an ever-increasing numb ... Expand

Abstract: The rapid evolution of augmented reality has resulted in an ever-increasing number of applications in a wide range of industries and services. Despite this progress, there is still a lack of conceptual understanding of AR interactions and the entire solution space. To bridge this gap, we conceptualize AR solution interactions and provide a comprehensive taxonomy. To represent the state-of-the-art, we build upon an extensive literature review. The resulting taxonomy consists of seven dimensions that encompass 29 characteristics. We contribute to the understanding of AR interactions and, as a result, the applicability of AR solutions in businesses by developing the taxonomy. Likewise, the taxonomy can guide the design of AR solutions as it convincingly describes the solution space. Collapse

Semantic filters: information theory

Topics: human computer interaction usability spreadsheet computer hardware systems development

Methods: literature study literature sample case study structured literature research

Theories: information theory
Understanding consumer engagement in social media: The role of product lifecycle
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2022 | Decision Support Systems | Citations: 0
Authors: Eslami, Seyed Pouyan; Ghasemaghaei, Maryam; Hassanein, Khaled

Abstract: More than 4 billion unique users are now using different social media platforms. ... Expand

Abstract: More than 4 billion unique users are now using different social media platforms. This provides firms with a new avenue to connect and converse with their targeted customers in a dialogue fashion and create better customer engagement. Although customer engagement has been studied, no study to date has focused on the concept of customer engagement in social media through the lens of users' participation in (co)creation of content on social media. To that end, this study strives to conceptualize and validate the concept of customer engagement with a social media post, proposing a research model which investigates the effects of popularity, discourse logic and argument frame on customer engagement with a social media post. This study also investigates to what extent those effects vary by the product lifecycle stage and social media platform type, using secondary data extracted from Instagram and Twitter on a group of products (i.e., vehicles) at different lifecycle stages to address its research objective. This study's findings would help firms make better decisions on enhancing their customer engagement on social media platforms. Collapse

Semantic filters: information theory

Topics: social media Twitter Instagram database system marketing management

Methods: descriptive statistic post-hoc analysis computational algorithm sentiment analysis PLS tool

Theories: information theory
Feeling Positive, Negative, or Both? Examining the Self-Regulatory Benefits of Emotional Ambivalence
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2022 | Organization Science | Citations: 0
Authors: Gabriel, Allison S.; Butts, Marcus M.; Chawla, Nitya; da Motta Veiga, Serge P.; Turban, Daniel B.; Green, Jeffrey D.

Abstract: According to self-regulation theories, affect plays a crucial role in driving go ... Expand

Abstract: According to self-regulation theories, affect plays a crucial role in driving goal-directed behaviors throughout employees’ work lives. Yet past work presents inconsistent results regarding the effects of positive and negative affect with theory heavily relying on understanding the separate, unique effects of each affective experience. In the current research, we integrate tenets of emotional ambivalence with self-regulation theories to examine how the conjoint experience of positive and negative affect yields benefits for behavioral regulation. We test these ideas within a self-regulatory context that has frequently studied the benefits of affect and has implications for all employees at one point in their careers: the job search. Adopting a person-centered (i.e., profile-based) perspective across two within-person investigations, we explore how emotional ambivalence relates to job search success (i.e., interview invitations, job offers) via job search self-regulatory processes (i.e., metacognitive strategies, effort). Results illustrate that the subsequent week (i.e., at time t + 1; Study 1) and month (Study 2) after job seekers experience emotional ambivalence (i.e., positive and negative affect experienced jointly at similar levels at time t), they receive more job offers via increased job search effort and interview invitations. Theoretical and practical implications for studying emotional ambivalence in organizational scholarship are discussed. Supplemental Material: The online appendix is available at https://doi.org/10.1287/orsc.2021.1553. Collapse

Semantic filters: information theory

Topics: IT career anonymity electronic mail decision making accounting

Methods: qualitative interview survey theory development latent class analysis descriptive statistic

Theories: social cognitive theory information theory

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Found 108 articles

Bots with Feelings: Should AI Agents Express Positive Emotion in Customer Service?

Flawless victory! Investigating search and experience qualities as antecedent predictors of video game success

Virtual integration in SMEs: The digitalization circuitry of dynamic strategic planning for SMEs

IMPACT OF DATA COLLECTION ON ML MODELS: ANALYZING DIFFERENCES OF BIASES BETWEEN LOW- VS. HIGH-SKILLED ANNOTATORS

Relationships between Involuntary Visual Cueing and Sensemaking of YouTube Videos

Quick-and-Wide Propagation of Disaster Tweets: Why It Matters and How to Measure It

Analyzing e-government design science artifacts: A systematic literature review

Conceptualizing Interactions of Augmented Reality Solutions

Understanding consumer engagement in social media: The role of product lifecycle

Feeling Positive, Negative, or Both? Examining the Self-Regulatory Benefits of Emotional Ambivalence