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

Pay-for-performance schemes and hospital HIT adoption

2023 | Decision Support Systems | Citations: 0

Authors: Cheng, Ningning; Li, Hongfei; Bang, Youngsok

Abstract: Pay-for-performance (P4P) schemes are implemented to incentivize or penalize hos ... Expand

Abstract: Pay-for-performance (P4P) schemes are implemented to incentivize or penalize hospitals for their safe care­ giving. Given that health information technology (HIT) results in better healthcare outcomes, P4P schemes are expected to promote hospital HIT adoption. However, P4P schemes could also discourage hospitals from adopting HIT because they may take away resources initially allocated for HIT adoption. This paper is one of the first to empirically investigate the double-edged role of P4P schemes in HIT adoption. We leverage a natural experiment in the US healthcare system, which introduced P4P schemes in 2013. Our empirical analysis reveals an unintended side effect of P4P schemes that could potentially impede HIT adoption. We also find that P4P schemes have a negative spillover effect on nonparticipating hospitals in the same multihospital system (MHS) as participating hospitals, particularly for small nonparticipating hospitals. Our findings provide important impli­ cations for health policy design and MHS management. Collapse

Topics: health information system database system technology adoption organization learning missing data

Methods: longitudinal research experimental group natural experiment survey robustness check

An Investigation of Marketing Compensation in Medicine: The Impact of the Information Disclosure Regulations

2023 | HICSS | Citations: 0

Authors: Duan, Wenjing; Cheng, Sherri; Zhou, Wenqi

Abstract: Pharmaceutical scandals frequently occupy national media headlines, and these co ... Expand

Abstract: Pharmaceutical scandals frequently occupy national media headlines, and these controversial practices exacerbate the healthcare expenditure burden and cause ethical concerns. Big Pharma’s marketing strategies involve making various types and sizes of payments to healthcare providers to induce favorable prescribing behaviors for their drugs. Enacted in 2013, the Physician Payments Sunshine Act (PPSA) mandates company disclosures of payments to physicians. Its effectiveness has been explored in various settings, but there have been few rigorous academic studies, and a unified conclusion has not been reached. In this paper, we utilized unique datasets, including pre- and post-PPSA payment data from six major pharmaceutical companies, to examine the impact of state-level disclosure policies and the federal PPSA on pharmaceutical companies’ payments to physicians. Difference-in-difference analysis was adopted to study the dynamics of company payments to physicians before and after the PPSA. We found significant interactions for the state policies and the PPSA on all studied payment types for the six companies. The companies generally decreased their total payments to physicians and the number of paid physicians. However, the policy impacts differed across the payment types and companies. Collapse

Topics: marketing management database system missing data data breach

Methods: difference in differences self reported survey experimental group robustness check post analysis

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

Abstract: Downloadable contents (DLCs) are additional in-game contents that developers release periodically to sustain the interest of users. In this paper, we study the effect of these DLC releases on the usage of a game by analysing actual usage data from 241 DLCs released over a period of 12 years. We use a quasi-experimental analysis to determine the effect on usage, and also investigate the effect of different DLCs categories on usage. We also study the effect of the different categories of game developers, indie and AAA, on the relationship between DLC release and usage. Results indicate that different categories of DLCs have distinct effects on usage. We also find that the release of DLCs of indie games have a greater impact on usage as compared to AAA games. We compare and contrast our results with the extant literature and provide insightful guidelines to game developers on managing DLC releases. Collapse

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

Digital Multisided Platforms and Women’s Health: An Empirical Analysis of Peer-to-Peer Lending and Abortion Rates

2023 | Information Systems Research | Citations: 0

Authors: Ozer, Gorkem Turgut; Greenwood, Brad N.; Gopal, Anandasivam

Abstract: Digital multisided platforms and peer-to-peer marketplaces are increasingly attr ... Expand

Abstract: Digital multisided platforms and peer-to-peer marketplaces are increasingly attracting attention from scholars, with a significant amount of work examining their societal implications. Despite such focus, limited work has investigated the social implications of the democratization of capital by peer-to-peer (P2P) lending platforms, particularly within the healthcare sector, where financial constraints can be daunting. In this study, we investigate the effects of P2P lending platforms on local abortion rates, a medical procedure characterized by significant financial barriers and social stigma. Leveraging the entry of the P2P platform LendingClub into different states at different times, and a differences-in-differences approach, we find that the entry of LendingClub is associated with an increase in the rate at which women choose not to carry to term. Further, results indicate the effects vary based on the characteristics of the local area, with stronger effects manifesting in more religious areas and areas with lower levels of education, suggesting that social frictions in the form of stigma and knowledge asymmetries can influence financial need. Theoretical and practical implications are discussed within.History: Ram Gopal, Senior Editor; Yan Huang, Associate Editor.Supplemental Material: The e-companion is available at https://doi.org/10.1287/isre.2022.1126. Collapse

Topics: crowdsourcing peer-to-peer lending Prosper LendingClub peer-to-peer model

Methods: qualitative interview longitudinal research difference in differences experimental group robustness check

Handling Missing Values in Information Systems Research: A Review of Methods and Assumptions

2023 | Information Systems Research | Citations: 0

Authors: Peng, Jiaxu; Hahn, Jungpil; Huang, Ke-Wei

Abstract: In today’s big data environment, missing values continue to be a problem that ha ... Expand

Abstract: In today’s big data environment, missing values continue to be a problem that harms data quality. The bias caused by missing values raises the highest concern, as it cannot be eliminated simply by increasing the sample size. Although the statistics literature has developed approaches to handling missing values and formulated assumptions regarding when these approaches generate valid statistical inferences, these prescriptions have yet to be broadly accepted by many social science disciplines, including the information systems (IS) discipline. By reviewing recently published empirical research in information systems, we find that missing values are indeed an important and pervasive problem. We believe that a review of missing value theory is necessary and timely for the IS community to understand the nature of missing values and to promote more rigorous research practice when missing values are often unavoidable. In addition, the missing not at random (MNAR) mechanism brings about challenges in parameter estimation. We contribute to research practice by proposing and demonstrating the superior performance of a Monte Carlo likelihood approach in correcting bias in parameter estimation. We conclude by suggesting that research validity can be enhanced through a reasoned adoption of the missing value handling method and structured missing value reporting practices.History: Giri Kumar Tayi, Senior Editor; Pei-Yu Chen, Associate Editor.Funding: This work was supported by the Singapore Ministry of Education [Grants R-253-000-136-114, R-253-000-149-490, and R-253-000-158-114] the National Natural Science Foundation of China [Approval No. 72201288], and the Program for Innovation Research in Central University of Finance and Economics. Any opinions, findings, and conclusions or recommendations expressed in this material are those of the authors and do not reflect the views of the Singapore Ministry of Education, the Singapore Government or the Central University of Finance and Economics.Supplemental Material: The online appendices are available at https://doi.org/10.1287/isre.2022.1104. Collapse

Topics: missing data research and development electronic commerce logistics management mindfulness

Methods: simulation regression analysis method robustness check literature sample data imputation

Value of Autonomous Last-mile Delivery: Evidence from Alibaba

2023 | International Conference on Information Systems | Citations: 0

Authors: Wu, Lixia; Li, Peng; han, Brian Rongqing; Li, Meng; Zhang, Yanan

Abstract: This paper provides the first empirical evidence of consumer responses to auton ... Expand

Abstract: This paper provides the first empirical evidence of consumer responses to autonomous last-mile delivery using Alibaba's recent implementation in Chinese university campuses as a case study. The study leverages customer-level data from three universities over three years, employing a difference-in-differences (DID) approach combined with dynamic matching to estimate the impact of autonomous delivery adoption on order quantities. The results reveal a significant increase in the number of orders following autonomous delivery adoption with a 21% growth. The efficiency and flexibility of autonomous vehicles reduce consumers' travel costs, driving long-term usage and increased sales. However, the value of autonomous delivery diminishes when a fee is charged. The study contributes to our understanding of the value of autonomous last-mile delivery and its potential advantages over traditional courier delivery. Collapse

Topics: autonomous driving system logistics management logistics information system technology adoption business process management

Methods: longitudinal research difference in differences propensity score method computational algorithm propensity score matching

Unveiling the Secrets of Collaboration on Video-Sharing Platforms

2023 | International Conference on Information Systems | Citations: 0

Authors: Xi, Dinghao; LU, Ying; Qiao, Dandan; Xu, Wei

Abstract: In online video platforms, collaborative content creation gains popularity as v ... Expand

Abstract: In online video platforms, collaborative content creation gains popularity as vloggers exchange social capital to boost content's appeal and personal visibility. However, existing research lacks rigorous verification of collaboration efficacy in this context. This study investigates the benefits of collaboration on vlogger influence within the online video domain. Utilizing a staggered difference-in-differences approach, we found that collaboration indeed generates positive impact on vloggers' influence, as evidenced by the significant increases of their fan and like numbers among the audience. However, managing collaboration activities with suitable intensity is vital, as the marginal utility of collaborations diminishes with increased collaboration numbers. Furthermore, vloggers should avoid excessive non-core activities (e.g., uploading photo albums, audios, and articles) post-collaboration, as these peripheral activities negatively affect collaboration benefits in online video contexts. We believe that the findings of our study will provide helpful guidelines for designing more effective collaboration strategies on video sharing platforms. Collapse

Topics: sharing platform social capital social media marketing management missing data

Methods: longitudinal research experimental group difference in differences propensity score matching regression analysis method

Theories: social capital theory resource based view of the firm

Corporate Trade War Uncertainty and Patent Bubble

2023 | Americas Conference on Information Systems | Citations: 0

Authors: Yang, Xu; Hu, Nan; Liang, Peng

Abstract: This paper draws upon resource dependence theory and investigates how trade pol ... Expand

Abstract: This paper draws upon resource dependence theory and investigates how trade policy uncertainty affects firm strategic innovation management in China. Adopting a machine learning approach called Word2Vec from computational linguistics, we construct and validate a measure of firm-level managers' perceived trade war uncertainty (TWU). We find that TWU has a positive effect on the number of total patent applications, but this positive effect is totally driven by low-quality patents instead of high-quality patents. Moreover, we document that firms have stronger incentives for such strategic innovation behavior when the underlying firms are more financially constrained, and/or when the management is more myopic. In addition, we open the behavioral black box of firms' strategic innovation and demonstrate that patents can be employed opportunistically to meet government policies to further attract more government subsidies. Collapse

Topics: innovation management armed conflict missing data accounting database system

Methods: word2vec machine learning longitudinal research time series analysis regression analysis method

Theories: resource dependency theory

Customer Cybersecurity and Supplier Cost Management Strategy

2023 | International Conference on Information Systems | Citations: 0

Authors: Yang, Xu; Liang, Peng; Hu, Nan; Xue, Fujing

Abstract: In this paper, we explore the spillover effect of customer firms' data breaches ... Expand

Abstract: In this paper, we explore the spillover effect of customer firms' data breaches on their upstream supplier firms' cost management strategies, proxied by cost stickiness. Our primary analyses suggest that data breaches suffered by customer firms are associated with a decrease in cost stickiness among supplier firms. Furthermore, the reductions in supplier cost stickiness are stronger if suppliers are managed by CEOs from national cultural groups with high uncertainty avoidance, low long-term orientations, and/or low individualism. In sum, the findings contribute to both Information Systems (IS) and Operations Management (OM) disciplines in terms of data breach, cost management strategy, and the role of national culture in OM. In particular, the findings can facilitate the management and regulation of data breaches for managers and regulators. Collapse

Topics: data breach strategic management national culture supply chain management database system

Methods: descriptive statistic ordinary least square natural experiment longitudinal research difference in differences

Theories: cultural dimensions theory