Assessing Organizational Users’ Intentions and Behavior to AI Integrated CRM Systems: a Meta-UTAUT Approach

2023 | Information Systems Frontiers | Citations: 0

Authors: Chatterjee, Sheshadri; Rana, Nripendra P.; Khorana, Sangeeta; Mikalef, Patrick; Sharma, Anuj

Abstract: This paper tests the meta-analysis based unified theory of acceptance and use of ... Expand

Abstract: This paper tests the meta-analysis based unified theory of acceptance and use of technology (meta-UTAUT) model to predict the behavioral intentions of organizational users and their use behavior to artificial intelligence (AI) integrated customer relationship management (CRM) systems. Data was collected from 315 organizational users in India. The hypotheses draw on the theoretical underpinnings which have been statistically validated. Results show that CRM quality and satisfaction significantly influences an organization’s employees attitudes and intentions to use AI integrated CRM systems. The compatibility of CRM systems has, however, a limited impact on employees attitudes. The findings, which are aligned with the extended UTAUT model, provide useful insights into organizations and decision-makers for designing AI integrated CRM systems. Collapse

Topics: artificial intelligence customer relationship management system behavioral intention usage intention social influence

Methods: survey partial least squares path modeling partial least squares regression mediation analysis theoretical contribution

Theories: unified theory of acceptance and use of technology

How Does Intelligent System Knowledge Empowerment Yield Payoffs? Uncovering the Adaptation Mechanisms and Contingency Role of Work Experience

2022 | Information Systems Research | Citations: 2

Authors: Chen, Liwei; Hsieh, J. J. Po-An; Rai, Arun

Abstract: Intelligent systems (IntelSys) are transforming the nature of work as humans and ... Expand

Abstract: Intelligent systems (IntelSys) are transforming the nature of work as humans and machines collectively perform tasks in novel ways. Although intelligent systems empower employees with algorithm-generated knowledge, they require employees to adapt how they work to enhance their job performance. We draw on the coping-adaptation framework as the overarching theoretical lens to explain how employees’ perceptions of IntelSys knowledge as an empowering external coping resource affect the mechanisms through which they adapt to IntelSys-induced changes to their work, as well as how their internal coping resources regulate their adaptation. Our coping-adaptation explanation of intelligence augmentation integrates (i) the empowering role of external coping resources, specifically IntelSys knowledge, captured as intelligent system knowledge empowerment (ISK-Emp); (ii) the benefit-maximizing adaptation mechanism (through infusion use enhancement) and the disturbance-minimizing adaptation mechanism (through role conflict reduction) that channel the impact of ISK-Emp on job performance; and (iii) the regulating role of internal resources, specifically, employees’ work experience, in influencing the importance of the adaptation mechanisms for the employee. We conduct studies in three distinct settings in which different intelligent systems were implemented to support employees’ knowledge work. Our findings show that ISK-Emp increases job performance through each of the two adaptation mechanisms. The benefit-maximization mechanism (via enhanced infusion use) plays a more important role for novice employees than for experienced employees, whereas the disturbance-minimization mechanism (via reduced role conflict) has higher importance for experienced employees than for novice employees. Our work provides insights into the critical role of adaptation mechanisms in linking ISK-Emp with performance outcomes and into the relative importance of the adaptation mechanisms through which job performance payoffs are realized by novice and experienced employees. Collapse

Topics: task productivity IT skill customer satisfaction system maintenance customer service

Methods: survey theory development chi squared test descriptive statistic statistical hypothesis test

Adopting AI-Enabled Technology: Taking the Bad with the Good

2022 | Americas Conference on Information Systems | Citations: 0

Authors: Dagliyan, George; Granados, Nelson; Russell, Cristel

Abstract: From autonomous vehicles to smart home assistants and telemedicine, artificial ... Expand

Abstract: From autonomous vehicles to smart home assistants and telemedicine, artificial intelligence (AI) enabled technologies are increasingly available in the market. Consumers are saddled between the benefits and the risks of these new technologies, yet research has seldom accounted for both facilitators and inhibitors of AI-enabled technology adoption. We introduce a theoretical model that includes both facilitators and inhibitors of AI-enabled technologies, which we test using structural equation modeling with a cross sectional survey of U.S. consumers across three AI categories: autonomous vehicles for robotic AI, smart home assistants for virtual AI, and telemedicine for embedded AI. We also include in the model the role of brand trust. We find that perceived uncertainty, loss of control, and privacy risk inhibit intention to use AIenabled technologies by reducing perceptions of convenience, customization, and efficiency, so facilitators mediate the relationship between inhibitors and intention to use. We also find that brand trust contributes to intention to use by positively affecting facilitators and negatively affecting inhibitors. Finally, we ran the classic Technology Acceptance Model and found that our proposed model is a better fit to predict intention to use AI-enabled technologies. Collapse

Topics: artificial intelligence usage intention technology adoption smart home privacy

Methods: survey factor analysis statistical hypothesis test descriptive statistic cross sectional research

Theories: technology acceptance model

On the benefits of consumer IT in the workplace—An IT empowerment perspective

2022 | International Journal of Information Management | Citations: 0

Authors: Junglas, Iris; Goel, Lakshmi; Rehm, Sven-V.; Ives, Blake

Abstract: Technology driven organizational transformation—heightened during the COVID-19 p ... Expand

Abstract: Technology driven organizational transformation—heightened during the COVID-19 pandemic—is gaining momentum, as employees increasingly invest in technology for work. Referred to as IT consumerization, em­ ployees use their smartphones, notebooks and tablets in the workplace, accompanied by a growing toolbox of applications. Google Apps and Dropbox are just a few consumer tools that employees use to get their work done, and in doing so, often bypass the authority of the IT department and the organization. While some organizations discourage, or even prohibit, employees from using their personal IT, others embrace the phenomenon. Em­ ployees’ investment in consumer IT and its accompanying applications has been suggested as related to inno­ vation and productivity gains, but there has been no empirical validation of such a beneficial relationship. With this paper we propose a theoretical root cause for the perceived positive outcomes of employees using their personal technologies in the workplace. Specifically, we explore the role of IT empowerment—a concept that captures the level of authority an employee assumes in utilizing IT in order to control or improve aspects of their job. Surveying 147 employees, we find support for increased levels of IT empowerment and higher levels of perceived performance among those that actively use consumer IT versus those that do not; we also find a close relationship between IT empowerment and perceived innovative work behaviors. Collapse

Topics: information system use technology adoption IT policy IS impact innovation management

Methods: survey PLS tool partial least squares regression ANOVA parametric test

Explaining Digital Piracy: A Meta-Analysis

2019 | Information Systems Research | Citations: 0

Authors: Eisend, Martin

Abstract: Many studies have investigated why users engage in digital piracy. The theoretic ... Expand

Abstract: Many studies have investigated why users engage in digital piracy. The theoretical explanations are particularistic, and the empirical findings are fragmented, sometimes divergent, and reveal unexplained variations of effects. Managers and academics have thus had little guidance on how to explain and combat digital piracy. To help fill this gap, the present meta-analysis synthesizes past research on digital piracy and accumulates 1,373 effect sizes from 174 studies collected in 36 countries. The meta-analysis identifies the key drivers of users’ engagement in digital piracy and tests a new, comprehensive model that integrates all prior theoretical perspectives—social influence and control, outcome evaluation, dilemma solving, and reinforcement. The model explains 42%–53% of the variance in digital piracy attitudes, intentions, and behaviors and identifies the reinforcement perspective as the strongest theory. A moderator analysis shows that the influence of key drivers varies with cultural dimensions linked to the theoretical perspectives—individualism moderates social influence and control variables, masculinity moderates dilemma-solving variables, and uncertainty avoidance moderates reinforcement variables. These findings provide guidance for future digital piracy research and also have managerial implications in terms of possible revisions to antipiracy measures. Collapse

Topics: digital piracy social influence cross cultural research database system internet technology

Methods: meta analysis regression analysis method hierarchical linear modeling theory development literature study

Theories: cultural dimensions theory expected utility theory theory of planned behavior organizational behavior theory

Integrative qualities and dimensions of social commerce: Toward a unified view

2019 | Information & Management | Citations: 7

Authors: Hu, Tao; Dai, Hua; Salam, A. F.

Abstract: The wide popularity and rapid growth of social commerce have opened a new arena ... Expand

Abstract: The wide popularity and rapid growth of social commerce have opened a new arena for business and grand opportunities for Information Systems (IS) research. However, there is only a limited theoretical understanding of and even less substantive empirical grounding on how social media technologies, providers, and customers interact to achieve social commerce initiatives and opportunities. This study integrates the service-dominant (S-D) logic and customer-dominant (C-D) logic perspectives and both streams of service marketing and IS usage literature, and proposes a unified framework outlining key qualities and dimensions of social commerce and their interactions. We tested the framework with a large set of field survey data of 1250 social commerce customers. The results show that each of the proposed dimensions captures a unique prominent aspect of social commerce; the multi-dimensions combine to define the underlying structural nature and process of social commerce. Furthermore, the testing of the model validated the hypothesized interactive relationships of key social commerce qualities. The unified view contributes to IS research in general and social commerce innovations, and provides managerial implications for understanding the overall interactions of social commerce. Collapse

Topics: social commerce participatory design marketing management information system use social media

Methods: survey design methodology structural equation modeling partial least squares regression literature study

Theories: service-dominant logic

The Lasting Benefits of Teams: Tie Vitality After Teams Disband

2019 | Organization Science | Citations: 0

Authors: Maloney, Mary M.; Shah, Priti Pradhan; Zellmer-Bruhn, Mary; Jones, Stephen L.

Abstract: This paper introduces the concept of tie vitality, which indicates the durabilit ... Expand

Abstract: This paper introduces the concept of tie vitality, which indicates the durability and accessibility of team member connections after a team has disbanded as an additional measure of team effectiveness. The authors integrate the team and social network literatures to investigate the effects of team relational capital, team advice density, and dyadic similarities on tie vitality. Two field studies of graduate business student teams show that team relational capital—a psychological team-level state reflecting trust, identification, and mutual obligations among teammates—positively relates to tie vitality. Furthermore, team-level advice network density—a structured behavioral pattern of advice seeking and receiving—amplifies the positive relationship between relational capital and tie vitality. Results also indicate that dyad similarity relates to tie vitality, although it varies depending on which demographic characteristics are considered. Overall, findings indicate that the connections made in teams remain active after teams disband, with the extent of vitality depending on qualities developed during the team experience. Collapse

Topics: social network accounting team productivity missing data social capital

Methods: survey descriptive statistic statistical hypothesis test confirmatory factor analysis sensitivity analysis

Theories: social network theory

Business analytics maturity of firms: an examination of the relationships between managerial perception of IT, business analytics maturity and success

2018 | Information Systems Management | Citations: 0

Authors: Chen, Leida; Nath, Ravi

Abstract: This study develops a measure for business analytics (BA) maturity and empirical ... Expand

Abstract: This study develops a measure for business analytics (BA) maturity and empirically examines the relationships between managerial perception of IT, BA maturity and BA success. The findings suggest that (1) BA maturity can be measured via BA integration & management support, process-level benefits of BA and technology & data analytics capabilities, (2) BA maturity positively affects organizations’ overall BA success, and (3) managerial perception of IT positively influence organizations’ achievement of BA maturity. Collapse

Topics: analytical information system IS impact top management support IT alignment organizational productivity

Methods: survey path analysis maturity model factor analysis parametric test

Theories: socio technical theory sociotechnical systems theory

Understanding the role of technology in service innovation: Comparison of three theoretical perspectives

2018 | Information & Management | Citations: 9

Authors: Ryu, Hyun-Sun; Lee, Jae-Nam

Abstract: Although prior studies have stressed the importance of technology in service inn ... Expand

Abstract: Although prior studies have stressed the importance of technology in service innovation, debates on the roles of technology continue to surface. This study aims to investigate the role of technology in service innovation based on a service innovation framework. After identifying four innovation orientations, we propose three competing models having different roles of technology (direct, indirect, and moderating). Using data from 193 service firms, we determine which model best explains the role of technology. Results show that technology plays multiple roles in service innovation. Our study helps managers effectively coordinate their technology infusion into service innovation to improve firm performance. Collapse

Topics: innovation management business process innovation organizational productivity Chief Information Officer digital innovation

Methods: survey chi squared test data transformation factor analysis SEM tool

Can Offering Patients’ Access to PHR Improve the Sustainability of HIEs?

2017 | Americas Conference on Information Systems | Citations: 0

Authors: Abdelhamid, Mohamed; Sharman, Raj

Abstract: Health Information Exchange (HIE) are multi-sided platforms that facilitate the ... Expand

Abstract: Health Information Exchange (HIE) are multi-sided platforms that facilitate the sharing of patient health information between providers, payers, etc. across organizations within a region, community or hospital system. HIE benefits to payers and providers include lower cost, faster services, and better health outcome. These benefits are not achieved unless patients consent to share their records. In this research we investigate if HIEs can increase consent rates by offering PHR services to patients and making them active participants in the HIE system. The paper makes a theoretical contribution to research by extending the UTAT model with two types of trust that are critical for patient consent. The findings impact practice. Utilizing 395 participants in a randomized experimental survey design and multi-group invariance structural equation modeling (SEM) we find that PHR will help sustain HIE. In addition, PHR empowers trust in the system and the users. Collapse

Topics: perceived usefulness social influence healthcare data information exchange personal health record

Methods: survey survey design structural equation modeling SEM tool theoretical contribution

Theories: unified theory of acceptance and use of technology