Walking on air or hopping mad? Understanding the impact of emotions, sentiments and reactions on ratings in online customer reviews of mobile apps

2022 | Decision Support Systems | Citations: 1

Authors: Dhar, Suparna; Bose, Indranil

Abstract: Online customer reviews (OCR) are an established source of competitive intellige ... Expand

Abstract: Online customer reviews (OCR) are an established source of competitive intelligence. Since OCR reflect per­ ceptions of past users about product features and performance, prospective customers of mobile apps often resort to OCR before they decide to download an app. In addition to the textual content of the OCR, potential users of the app often consult the star ratings provided by the reviewers. In this paper, we determine if the star rating of mobile payment apps suitably captures the appropriate customer perception reflected in the textual content of the OCR for the payment apps. We conduct a three-dimensional analysis of 146,914 reviews from two popular mobile payment apps and uncover the sentiment and emotions captured in the review text, and the reactions in the emojis. Our analysis shows that the consolidated sentiment and the happiness emotion obtained from the OCR of mobile payment apps impacts the star ratings more strongly, than other emotions embedded in the text, and reactions in the emojis. The findings also hold good during the Covid-19 pandemic. We propose a novel perception score that captures the nuances in the OCR more effectively and suggest how mobile app providers can use it to arrange the OCR for better compatibility with content. The results of this research will be useful for mobile app providers that depend on OCR for popularizing their apps and will provide them a novel metric based on content, that can leverage OCR better to influence future downloads. Collapse

Topics: mobile application mobile payment mobile system pandemic Google+

Methods: regression analysis method sentiment analysis linear regression analysis machine learning descriptive statistic

Theories: evolutionary theory

A big data analytics model for customer churn prediction in the retiree segment

2019 | International Journal of Information Management | Citations: 5

Authors: Shirazi, Farid; Mohammadi, Mahbobeh

Abstract: Undoubtedly, the change in consumers’ choices and expectations, stemming from th ... Expand

Abstract: Undoubtedly, the change in consumers’ choices and expectations, stemming from the emerging technology and also significant availability of different products and services, created a highly competitive landscape in various customer service sectors, including the financial industry. Accordingly, the Canadian banking industry has also become highly competitive due to the threats and disruptions caused by not only direct competitors, but also new entrants to the market. Collapse

Topics: big data marketing management information management online banking website

Methods: descriptive statistic decision tree classification Student's t-test regression analysis method normal probability plot

Understanding Consumers’ Attitudes Toward Controversial Information Technologies: A Contextualization Approach

2017 | Information Systems Research | Citations: 0

Authors: Breward, Michael; Hassanein, Khaled; Head, Milena

Abstract: Controversial information technologies, such as biometrics and radio frequency i ... Expand

Abstract: Controversial information technologies, such as biometrics and radio frequency identification, are perceived as having the potential to both benefit and undermine the well-being of the user. Given the type and/or amount of information these technologies have the capability to capture, there have been some concerns among users and potential users. However, prominent technology adoption models tend to focus on only the positive utilities associated with technology use. This research leverages net valence theories, which incorporate both positive and negative utilities, and context of use literature to propose a general framework that can be used for understanding consumer acceptance of controversial information technologies. The framework also highlights the importance of incorporating contextual factors that reflect the nuances of the controversial technologies and their specific context of use. We apply the framework to consumer acceptance of biometric identity authentication for banking transactions through automated teller machines. To that end, we contextualize the core construct of perceived benefits and concerns to this domain in a qualitative study of 402 participants, determine the appropriate contextual factors that are antecedents of the contextualized core constructs by examining relevant past research, and then develop and validate a contextualized research model in a quantitative study of 437 participants. Findings support the validity of our framework, with the model explaining 77.6% of the variance in consumers’ attitudes toward using biometrics for identity authentication at automated teller machines. The online appendix is available at https://doi.org/10.1287/isre.2017.0706. Collapse

Topics: biometric electronic authentication privacy information privacy concern innovation management

Methods: biometric measurement partial least squares regression survey structural equation modeling experiment

Theories: protection motivation theory

Do Reflexive Software Development Teams Perform Better?

2017 | Business & Information Systems Engineering | Citations: 0

Authors: Kakar, Adarsh Kumar

Abstract: Reflexivity, the extent to which teams reflect upon and modify their functioning, ... Expand

Abstract: Reflexivity, the extent to which teams reflect upon and modify their functioning, is widely recognized as a key factor influencing performance of work teams. The paper proposes that outcome interdependence, defined as the extent to which team members perceive that attainment of goals by their colleagues will facilitate their own goal achievement, will moderate the effect of team reflexivity on its performance. An empirical study with 332 team members of 34 software projects reveals that as predicted team reflexivity and outcome interdependence have both synergistic and antagonistic impacts on team performance. While high outcome interdependence magnified the positive impacts of team reflexivity on its effectiveness, an increase in team reflexivity at low outcome interdependence had a deleterious impact. However, an opposite effect was observed for team efficiency. Further, agile teams demonstrated higher outcome interdependence and team reflexivity, and thereby higher effectiveness, but lower efficiency, compared to teams adopting plan-drive methods of software development. Finally, in general, agile software development projects performed better than plan driven projects for innovative software development, while projects adopting plan-driven methods performed better than agile projects for routine software development. Collapse

Topics: team productivity IT development project IT project systems development agile software development

Methods: survey descriptive statistic data transformation design methodology factor analysis

An integrative framework of comparing SaaS adoption for core and non-core business operations: An empirical study on Hong Kong industries

2015 | Information Systems Frontiers | Citations: 0

Authors: Cho, Vincent; Chan, Aman

Abstract: Software as a Service (SaaS), which offers the possibility to cover both core an ... Expand

Abstract: Software as a Service (SaaS), which offers the possibility to cover both core and non-core business operations of a company, has profoundly transformed traditional outsourcing approaches. As SaaS represents promising solutions for a variety of business processes, it is important to identify a theoretical framework to evaluate SaaS adoption for these two types of operations. We propose an integrative framework to evaluate SaaS adoption by including four perspectives–economic savings, strategic influences, management attitudes toward ownership and vendor’s service quality; and formulate hypotheses to predict the difference in SaaS adoption for core and non-core business operations. We validate our framework using data from 269 companies across different industries in Hong Kong. The results support the integrative framework. Perceived cost advantage has a positive influence on SaaS adoption for non-core business operations, whereas a gap in IT capabilities has a positive influence on SaaS adoption for core business operations. Furthermore, perceived service quality has a positive influence, and management attitude toward ownership and control has a negative influence on SaaS adoption for both types of operations. Collapse

Topics: software as a service service quality information technology capability product differentiation IT investment

Methods: survey qualitative interview partial least squares regression literature sample survey design

Theories: transaction cost economics

Exploring Idea Quality Evolution During Convergence

2015 | International Conference on Information Systems | Citations: 4

Authors: Seeber, Isabella; Maier, Ronald; de Vreede, Gert-Jan; Weber, Barbara

Abstract: Today’s organizations need to develop innovative ideas through teamwork, be it i ... Expand

Abstract: Today’s organizations need to develop innovative ideas through teamwork, be it in small teams or large crowds. While organizations can swiftly gather a rich set of ideas, they are increasingly challenged with how to focus on a manageable set of ideas that are likely to serve their goals. Facilitation techniques can support convergence, a team process in which members reduce and clarify ideas, but facilitation effects are thus far largely unexplored. We conducted an exploratory laboratory experiment to address this gap involving 150 participants randomly assigned to 38 teams. We tested the associations between two facilitation components attention guidance and discussion encouragement, on convergence quality, operationalized as task relevance and extent of idea development. Our preliminary results suggest that idea quality increases from generation to convergence across treatments and attention guidance is associated with extent of development. We present plans for additional analyses and further theoretical exploration. Collapse

Topics: brainstorming system support IT supported collaboration IT skill

Methods: parametric test laboratory experiment ANOVA statistical hypothesis test experiment

Theories: cognitive load theory

Knowledge based transactions and decision framing in Information Technology Outsourcing

2013 | Journal of Strategic Information Systems | Citations: 0

Authors: Jain, Amit; Thietart, Raymond-Alain

Abstract: Knowledge based transaction costs (KTC) are knowledge related costs associated w ... Expand

Abstract: Knowledge based transaction costs (KTC) are knowledge related costs associated with the transfer of an information technology (IT) firm process outside its boundaries to a contractual partner. In this paper, we show that these knowledge based transaction costs are omitted variables in studies of firm boundaries that may reduce the likelihood of outsourcing. KTC arise from the risk of expropriation of firm knowledge by their contractual partners. In addition, KTC arise from the stickiness of knowledge, as transfer tacit and complex knowledge is both difficult to transfer and difficult to assimilate. Finally, KTC decrease with the knowledge and capabilities that contractual partners have, as this increases the partner firm’s ability to assimilate knowledge transferred. While all three sources of KTC lower the likelihood of outsourcing, the way managers frame the outsourcing decision is also important. As a result, managers may engage in outsourcing of IT processes even though they risk greater expropriation hazards in order not to lose out on higher expected outsourced performance. We validate these arguments based on a study of 180 IT processes from firms listed on the French (CAC40) and British (FTSE100) stock exchanges. Collapse

Topics: outsourcing knowledge sharing anonymity business process outsourcing IT personell turnover

Methods: survey factor analysis data transformation regression analysis method ordinary least square

Theories: transaction cost economics knowledge based theory of the firm prospect theory

The role of technological know-how in c-commerce success

2011 | Decision Support Systems | Citations: 0

Authors: Hartono, Edward; Holsapple, Clyde W.; Jin, Haihao

Abstract: Collaborative commerce (c-commerce), involving the use of technology to enable a ... Expand

Abstract: Collaborative commerce (c-commerce), involving the use of technology to enable and facilitate inter-organizational processes, is an increasingly important area for technology innovation and investment, and has become a backbone of modern business activity. A vital basis for enhancing the likelihood of c-commerce success is an understanding of the factors that contribute to that success. This research studies one set of such factors: the facets of an organization's technological know-how for performing inter-firm collaboration. It builds on prior research that finds a link between organizational know-how and successful inter-firm collaboration to develop hypotheses about the relationship between an organization's technological know-how for performing inter-organizational collaboration and the success of such collaboration. These hypotheses are tested using data collected from survey respondents who have led c-commerce initiatives. We find support for the proposition that there are aspects of an organization's technological-collaborative know-how that have a significant positive relationship with the firm's c-commerce success. Collapse

Topics: supply chain management logistics management computer supported cooperative work website electronic business

Methods: survey statistical hypothesis test linear regression analysis case study survey design

Analyzing the impact of a firm's capability on outsourcing success: A process perspective

2008 | Information & Management | Citations: 99

Authors: Han, Hyun-Soo; Lee, Jae-Nam; Seo, Yun-Weon

Abstract: We investigated the effect of a firm's resource capabilities and interaction pro ... Expand

Abstract: We investigated the effect of a firm's resource capabilities and interaction processes on the success of IT outsourcing. Grounded in available literature on outsourcing relationship and process theory as well as a resource-based view of the IT resource capability, a conceptual model was composed to examine the causal structure of capability, process, and relationship in IT outsourcing. We identified the firm's resource capability factors and, based on the premise that relationship intensity should be affected by the IT outsourcing process, we developed a first-order factor analysis of resource capabilities in the interactions between the outsourcer and provider. Results of empirical testing using responses from 267 IT outsourcing project teams in Korea supported most of our hypotheses. The integration of corporate IT resource and capability theories with social exchange theory distinguishes our research from that of others, who have generally treated these theories separately. Collapse

Topics: outsourcing information exchange information technology capability information systems standardization problem solving

Methods: survey survey design structural equation modeling data transformation SEM tool

Theories: resource based view of the firm social exchange theory commitment-trust theory

Weblogs: Technology for Instruction and Learning

2006 | Americas Conference on Information Systems | Citations: 0

Authors: Shim, J P; Guo, Chengqi

Abstract: As weblogs, in its nascent state, are becoming one of the most participated onli ... Expand

Abstract: As weblogs, in its nascent state, are becoming one of the most participated online activities after web surfing, email, and instant messaging, it has been considered more of a trend in net broadcasting than just a fad. The emergence of bloggers and their behavioral models has opened up new research opportunities in many perspectives. This article attempts are twofold; 1) demonstrate how weblogs can be beneficial to educational instruction and learning and 2) support such argument by analyzing the students’perceptions of using weblog as a knowledge distribution method in class. These perceptions are divided into three different segments of usability, collaboration, and performance evaluation. The findings of the survey indicate that weblogs have the potential to enhance the students’learning experience. Collapse

Topics: knowledge sharing anonymity

Methods: survey regression analysis method multivariate analysis of variance normal probability plot conceptual modelling