Digital consumers and the new ‘search’ practices of born digital organisations

2023 | Information and Organization | Citations: 0

Authors: Hafezieh, Najmeh; Pollock, Neil

Abstract: Consumers play an increasingly central role in born digital organisations, inclu ... Expand

Abstract: Consumers play an increasingly central role in born digital organisations, including driving new approaches to consumer interaction, communication, and marketing. However, we know little about how born digital organise internally to manage and respond to consumer demands. In this paper, we studied an organisation providing online travel services where its aim was to reorganise internally, in relation to consumers, through developing a set of ‘search’ practices. The role of search is particularly salient for born digitals, giving rise to new roles and expertise where or­ ganisations attempt to pre-empt user actions. Through qualitative research, we show how a born digital organisation creates new practices that we label pre-emptive, reactive, reflective and adaptive. Our main finding is that rapidly and constantly reconfiguring practices, what these new experts call ‘constructive disruption’, is essential for born digitals to manage relationships with consumers. Our paper contributes by providing a better understanding of practices within born digital organisations, and specifically the practices born digitals use to navigate unpredictable emerging changes and produce constant novelty for customers. We also contribute to the concept of search and provide examples of how it might be employed to better understand digital organising and digital transformation. Collapse

Topics: marketing management innovation management social media Facebook digital innovation

Methods: qualitative interview field study case study triangulation company material

Punctuated Multi-Layered Liminality in Digital Transformation: The Case of an Automotive Platform

2022 | International Conference on Information Systems | Citations: 0

Authors: Haskamp, Thomas; Dremel, Christian; Berente, Nicholas; Yoo, Youngjin; Uebernickel, Falk

Abstract: Digital transformation is often characterized as a liminal process as organizat ... Expand

Abstract: Digital transformation is often characterized as a liminal process as organizations move from established practices to new ways of organizing afforded by digital technology. Two contrasting views exist, however, on the liminality of digital transformation. One view sees liminality as a discrete transient process, while the other sees it as an on-going continuous transition. Building on a case study around a digital innovation initiative of an incumbent automotive car manufacturer, we offer a third view. We find that digital innovation triggers a phase of punctuated, multi-layered liminality that has a material, structural and temporal layer. We explain how material, temporal and structural tensions unfold at the level of practice, triggering new forms of liminal practices. We further develop three mechanisms (boundary testing, temporal bridging, and structural recoupling) that underpin punctuated multi-layered liminality. We contribute by unpacking the relationship between digital innovation and digital transformation. Collapse

Topics: innovation management digital transformation digital innovation affordance organization structure

Methods: qualitative interview case study theory development qualitative coding triangulation

Theories: sociomaterialism theory

Client-Related Factors and Collaboration Between Human Assets

2022 | Organization Science | Citations: 0

Authors: Mawdsley, John K.; Meyer-Doyle, Philipp; Chatain, Olivier

Abstract: Collaborations between individuals in firms have important implications for the ... Expand

Abstract: Collaborations between individuals in firms have important implications for the development of relational and human capital. In knowledge-intensive contexts where collaborations are formed to deliver services to clients, collaboration decisions can involve nontrivial tradeoffs between short-term and long-term benefits: individuals and firms must carefully manage the tradeoffs between leveraging existing relational and human capital for the reliable performance of repeat collaboration and creating new relational and human capital through new collaboration. Building from the premise that servicing clients is central to collaboration decisions in human asset–intensive firms, we examine how client-related factors shape collaboration decisions among lawyers (partners) in UK law firms providing M&A legal advisory services. We focus on three key client-related dimensions that we predict govern collaboration decisions: the depth of individual- and firm-level relationships with the focal client, key client attributes that reflect the client’s status and its use of different firms to undertake its outsourced work, and client-driven individual- and firm-level resource constraint. Our empirical findings support our proposition that client-related factors influence the pattern of collaborations between individuals in firms. We also reveal how client-related factors at the individual level can have opposite effects on collaboration decisions from those at the firm level. Overall, our findings contribute to research on relational capital, strategic human capital, team formation, professional service firms, and the microfoundations of strategy. Collapse

Topics: human resource management value creation social capital knowledge work mergers and acquisition

Methods: theory development statistical hypothesis test robustness check cluster analysis longitudinal research

Instantiation: Reconceptualising the role of technology as a carrier of organisational strategising

2021 | Journal of Information Technology | Citations: 4

Authors: Baptista, João; Wilson, Alexander D; Galliers, Robert D

Abstract: Technology is often used by senior management as an instrument to deliver strate ... Expand

Abstract: Technology is often used by senior management as an instrument to deliver strategy by influencing day-to-day activities within organisations. We study how local teams appropriate strategy through the use of technology, specifically in instances where it is rigid and single purposed. We show that technology has the potential to act as a carrier of strategic intent. We theorise local practices of appropriation of strategic intent by conceptualising the role of technology in ‘instantiation’, a notion adopted within the strategy-as-practice literature to explain how localised micro events directly constitute higher-level business outcomes such as those that arise from strategy. Through an in-depth case study following the use of passenger self-service kiosks in a UK airport over a period of 20 months, we review the strategic drivers at the top of the organisation and the central role of technology as the delivery mechanism of strategy. We focus on emergent strategising activity by local teams on the ground. Our main theoretical contributions are thus to extend the concept of instantiation to Information Systems studies and to conceptualise technology as a carrier of strategy, particularly in explaining how technology can embed strategic intent (structural strategising) and then influence the emergence of local practices consistent with these objectives (emergent strategising). We find and conceptualise how local practices instantiate strategic intent by decoupling, reframing and then recoupling new logics of work to achieve the aims set out in the organisation’s strategy. Collapse

Topics: information system use strategic management information systems strategy customer service IT project

Methods: design artifact qualitative interview theory development case study non participant observation

How Data Analytics Competencies Can Foster Business Value– A Systematic Review and Way Forward

2021 | Information Systems Management | Citations: 0

Authors: Klee, Sven; Janson, Andreas; Leimeister, Jan Marco

Abstract: Several authors have illustrated the benefits of data in organizations. For real ... Expand

Abstract: Several authors have illustrated the benefits of data in organizations. For realizing benefits, we see two major challenges for organizations. First, there are necessary investments, which have to be justified. Second, adequate data analytics competencies can be seen as enablers for realizing benefits. We aim to support organizations by showing relevant competencies and achievable business values. We present theoretical propositions and a research agenda on how to move the field of data analytics competencies forward. Collapse

Topics: analytical information system organizational value data management database system programming language

Methods: qualitative interview structured literature research computational algorithm literature sample machine learning

Researching the virtual: A framework for reflexivity in qualitative social media research

2021 | Information Systems Journal | Citations: 1

Authors: Pousti, Hamid; Urquhart, Cathy; Linger, Henry

Abstract: Recent years have seen an explosion in social media in our everyday lives, and a ... Expand

Abstract: Recent years have seen an explosion in social media in our everyday lives, and a corresponding increase in social media research in IS. As social media researchers, we are intrigued by the problem of virtuality and context in social media research, and how we might apply reflexive research principles to such settings. In social media, the absence of a setting's real physical boundaries (to a large extent) limits participants' ability to create a common experience at the present time and develop a history of shared experiences. As a result, we would contend that many social media researchers' interpretations of data in social media settings are often black-boxed. In this paper, we argue that many of the challenges concerned with social media settings, by nature, are emergent and linked to their virtual and contextual features. We use the Klein and Myers (1999) framework for traditional interpretive field studies as a vehicle for unpacking these challenges. We contend that these challenges may remain unnoticed if researchers do not actively reflect upon their impact on the research process. In this paper, we present a framework for social media research, considering social media research as a reflexive space, building on the notion of three levels of reflexivity: theory, design and practice. Finally, we discuss some implications of reflexivity for qualitative social media research in IS. Collapse

Topics: social media privacy analytical information system blog Twitter

Methods: theory development field study case study focus group qualitative interview

Theories: complex adaptive system theory of affordance

How Managers Maintain Control Through Collaborative Repair: Evidence from Platform-Mediated “Gigs”

2021 | Organization Science | Citations: 0

Authors: Rahman, Hatim A.; Valentine, Melissa A.

Abstract: This paper develops a new understanding about how “client managers”—those using ... Expand

Abstract: This paper develops a new understanding about how “client managers”—those using platform labor markets to hire and manage workers—attempt to maintain control when managing skilled contractors. We conducted an inductive field study analyzing interactions between client managers and contractors in software development “gigs” mediated by a platform labor market. The platform provided multiple tools client managers could use for control, including in response to unexpected events. We found that, when managers used the tools to exert coercive control over contractors acting unexpectedly, it backfired and contributed to uncompleted project outcomes. In contrast, when they refrained from using the tools for coercive control in such circumstances and instead engaged in what we call collaborative repair, their actions contributed to completed project outcomes. Collaborative repair refers to interactions that surface misaligned interpretations of a situation and help parties negotiate new, reciprocal expectations that restore trust and willingness to continue an exchange. Client managers’ attempts at collaborative repair yielded fuller understanding of project-related breakdowns and shared investment in new expectations, facilitating effective control and completed projects. This study extends prior theories of control by characterizing the new client manager role created by platforms and demonstrating how initiating repair is integral for managers’ capacity to accomplish control in these comparatively brittle work relationships. Collapse

Topics: digital platform systems development platform work IT development project IT project

Methods: qualitative interview archival database qualitative coding field study constant comparative analysis

From Logic Acceptance to Logic Rejection: The Process of Destabilization in Hybrid Organizations

2020 | Organization Science | Citations: 0

Authors: Cappellaro, Giulia; Tracey, Paul; Greenwood, Royston

Abstract: We study the introduction of the private logic into a mature Italian hospital th ... Expand

Abstract: We study the introduction of the private logic into a mature Italian hospital that was governed previously as a hybrid of professional and public logics. Intriguingly, the reconstituted hospital was for several years widely praised for its strong clinical and financial performance, but quickly and with little warning, it became riven by political differences that led to its demise. Through our case analysis, we develop a multilevel model that reveals the destabilizing process that can unfold when a new logic enters an established organization. We contribute to the hybrids literature by explaining the puzzle of how a new logic can become accepted and then rejected in organizations, emphasizing the critical importance of the interaction between the audience, organization, and practice levels. Crucially, we reveal that positive feedback from multiple audiences may be a mixed blessing for hybrids: although it offers resource and legitimacy advantages, it can induce internal tensions with severe destabilizing consequences. Our findings and model also run counter to two core assumptions within the institutional literature: that social endorsement is advantageous and that alignment with institutional expectations results in stabilization. We qualify these assumptions and indicate the circumstances under which they are unlikely to hold. Collapse

Topics: marketing management decision making health information system pseudonymity procurement management

Methods: qualitative interview field study triangulation theory development business process modeling

Theories: institutional theory

Practice Implementation Within a Multidivisional Firm: The Role of Institutional Pressures and Value Consistency

2020 | Organization Science | Citations: 0

Authors: Jacqueminet, Anne

Abstract: This paper proposes a model to predict when the subunits of a multidivisional fi ... Expand

Abstract: This paper proposes a model to predict when the subunits of a multidivisional firm implement a practice adopted by the firm more or less extensively, focusing on the intraorganizational environment. Drawing on institutional arguments, I propose that a subunit’s extent of practice implementation is a combined result of coercive pressures from its headquarters, imitation of its peer units, and its own perception of the practice’s legitimacy. More specifically, I argue that a subunit will implement new practices related to corporate social responsibility (CSR) more fully (1) when the corporate mandate from the headquarters is more pressing, (2) when its peer subunits have implemented similar actions, and (3) when the practice is perceived as consistent with the subunit’s own values. Regression results further suggest that peers and headquarters influence a subunit’s extent of implementation of a practice only when the subunit perceives it as highly consistent with its own values—a finding that points to the importance of values for practice legitimacy and the need to rethink practice implementation within complex organizations. Collapse

Topics: logistics management legal context corporate social responsibility business process management accounting

Methods: survey robustness check logistic regression regression analysis method ANOVA

Theories: institutional theory management theory

Chronic Disease Management: How It and Analytics Create Healthcare Value Through the Temporal Displacement of Care

2020 | Management Information Systems Quarterly | Citations: 7

Authors: Thompson, Steve; Whitaker, Jonathan; Kohli, Rajiv; Jones, Craig

Abstract: The treatment of chronic diseases consumes 86% of U.S. healthcare costs. While h ... Expand

Abstract: The treatment of chronic diseases consumes 86% of U.S. healthcare costs. While healthcare organizations have traditionally focused on treating the complications of chronic diseases, advances in information technology (IT) and analytics can help clinicians and patients manage and slow the progression of chronic diseases to result in higher quality of life for patients and lower healthcare costs. We build on prior research to introduce the notion of temporal displacement of care (TDC), in which IT and analytics create healthcare value by displacing the time at which providers and patients make interventions to improve healthcare outcomes and reduce costs. We propose that healthcare value is created by strategic actions taken at specific points-in-time during the treatment process. Our theoretical development identifies TDC mechanisms through which IT and analytics displace later high cost interventions in favor of earlier preventative procedures. We test our hypotheses using four years of data on 45,000 cardio-metabolic patients from the U.S. state of Vermont, which implemented a Patient-Centered Medical Home (PCMH) program. Our study includes four cohorts with increasing levels of IT and analytics use: (1) non-PCMH practices, (2) PCMH practices with basic IT systems installed, (3) practices that completed data quality sprints (DQS) to increase use of IT systems, and (4) practices that use analytics through the Vermont Healthcare Information Exchange (VHIE). Our results provide insights into how TDC effects develop over time. In Year 1 after implementation, the DQS cohort demonstrates a marked increase in the use of preventative procedures such as eye exams and neuropathy screenings, the increase becomes more pronounced in Years 2 and 3, and the increase is even greater for the VHIE cohort. As the use of preventative procedures increases, emergency department utilization decreases, with a more pronounced decrease for the VHIE cohort than the DQS cohort. By Year 2, the DQS and VHIE cohorts experience a decrease in total healthcare costs, with a greater decrease for the VHIE cohort than the DQS cohort. By Year 3, the healthcare outcomes indicator of Hemoglobin A1c (HbA1c) level is statistically significantly lower, with a greater decrease for the VHIE cohort than the DQS cohort. The increased use of low-intervention healthcare treatments earlier in the process leads to a decrease in overall healthcare costs, which then leads to an improvement in healthcare indicators. Collapse

Topics: information system use health information system IS value organizational value information exchange

Methods: experimental group propensity score matching robustness check descriptive statistic qualitative interview