Understanding the Digital Resilience of Physicians during the COVID-19 Pandemic: An Empirical Study

2023 | Management Information Systems Quarterly | Citations: 0

Authors: Liu, Yinghao; Xu, Xin; Jin, Yong; Deng, Honglin

Abstract: The COVID-19 pandemic has underscored the urgent need for healthcare entities t ... Expand

Abstract: The COVID-19 pandemic has underscored the urgent need for healthcare entities to develop resilient strategies to cope with disruptions caused by the pandemic. This study focuses on the digital resilience of certified physicians who adopted an online healthcare community (OHC) to acquire patients and conduct telemedicine services during the pandemic. We synthesize the resilience literature and identify two effects of digital resilience-the resistance effect and the recovery effect. We use a proprietary dataset that matches online and offline data sources to study the digital resilience of physicians. A difference-in-differences (DID) analysis shows that physicians who adopted an OHC had strong resistance and recovery effects during the pandemic. Remarkably, after the COVID-19 outbreak, these physicians had 35.0% less reduction in medical consultations in the immediate period and 31.0% more bounce-back in the subsequent period as compared to physicians who did not adopt the OHC. We further analyze the sources of physicians' digital resilience by distinguishing between new and existing patients from both online and offline channels. Our subgroup analysis shows that, in general, digital resilience is more pronounced when physicians have a higher online reputation rating or have more positive interactions with patients on the OHC platform, providing further support for the mechanisms underlying digital resilience. Our research has significant theoretical and managerial implications beyond the context of the pandemic. Collapse

Topics: pandemic electronic health business continuity planning disaster recovery information system use

Methods: longitudinal research experimental group longitudinal survey augmented Dickey–Fuller test time series analysis

Disaggregating the Differential Impact of Healthcare IT in Complex Care Delivery: Insights from Field Research in Chronic Care

2021 | Journal of the Association for Information Systems | Citations: 2

Authors: Aron, Ravi; Pathak, Praveen

Abstract: This study focuses on the impact of digitizing medical information on the effic ... Expand

Abstract: This study focuses on the impact of digitizing medical information on the efficiency and perceived quality of chronic care delivery at the individual physician level. This study extends the theory of task technology fit to activity systems consisting of highly interdependent tasks. We find that the outcomes of efficiency and quality gains are driven by the structure of interdependencies between tasks that physicians perform. While structured information plays a key role in enabling both decision-making and task execution, we find that physician-created semistructured information is also an important predictor of both efficiency and quality gains. We show that the structure of activity systems (task interdependencies) has a strong moderating influence on the factors that drive efficiency and quality gains. We find that digitization enables physicians to preprocess patients' records prior to their visit which in turn drives gains in both the efficiency and the perceived quality of care delivered. Collapse

Topics: task characteristic healthcare data decision making productivity service quality

Methods: theory development longitudinal research Student's t-test parametric test survey design

Theories: theory of task technology fit graph theory organizational theory

AI Divide versus Inclusion: An Empirical Evidence from an On-demand Food Delivery Platform

2021 | International Conference on Information Systems | Citations: 0

Authors: Kim, Yeonseo; Eom, Jiyong; Yoon, Tae Jung; Chung, Albert Jin; Kim, Myunghwan

Abstract: Despite the growing adoption of AI in business operations, the potential differ ... Expand

Abstract: Despite the growing adoption of AI in business operations, the potential differential effects of AI adoption on individual workers remain ambiguous. Drawing on the unique microdata of an on-demand food delivery platform, we investigate the impact of AI adoption on the labor productivity of delivery workers at different skill levels. Our results show that AI adoption enhances the workers' labor productivity by 3% on average. The enhancement effect was concentrated on low-and middle-skilled drivers (6.5% and 5%, respectively) without a significant effect on the high-skilled. Furthermore, the labor productivity gap involved improvements in overall system efficiency and customer service quality. Our study provides a piece of empirical evidence that introducing AI to markets with a significant labor productivity gap may bridge this gap and yield a Pareto improvement for all stakeholders. Collapse

Topics: artificial intelligence productivity service quality individual productivity information technology operation

Methods: difference in differences propensity score method descriptive statistic propensity score matching longitudinal research

Applying behavioral economics in predictive analytics for B2B churn: Findings from service quality data

2017 | Decision Support Systems | Citations: 6

Authors: Barfar, Arash; Padmanabhan, Balaji; Hevner, Alan

Abstract: Motivated by the long-standing debate on rationality in behavioral economics and ... Expand

Abstract: Motivated by the long-standing debate on rationality in behavioral economics and the potential of theory-driven predictive analytics, this paper examines the link between service quality and B2B churn. Using longitudinal B2B transactional data with service quality indicators provided by a large company, we present evidence that both rationality and bounded-rationality assumptions play significant roles in predicting organizational decisions on churn. Specifically, variables that relate to the assumed rationality of organizations appear to provide accurate predictions while, at the same time, variables that capture boundedly rational decision rules appear to play a role through “somatic states” that make organizations more sensitive to the rational variables. In addition to presenting a novel approach for predicting organizational decisions on churn, this paper offers theoretical and managerial insights as well as opportunities for future research at the intersection of behavioral economics and predictive analytics for decision-making. Collapse

Topics: business-to-business service quality extract transform load process database system decision making

Methods: machine learning longitudinal research time series analysis feature engineering sensitivity analysis

Theories: behavioral economics attribution theory theory of bounded rationality

An Exploratory Study of the Formation and Impact of Electronic Service Failures

2016 | Management Information Systems Quarterly | Citations: 92

Authors: Tan, Chee-Wee; Benbasat, Izak; Cenfetelli, Ronald T.

Abstract: E-commerce service failures have been the bane of e-commerce, compelling custome ... Expand

Abstract: E-commerce service failures have been the bane of e-commerce, compelling customers to either abandon transactions entirely or switch to traditional brick-and-mortar establishments. Yet, there is a paucity of studies that investigates how such failures manifest on e-commerce websites and their impact on consumers. This paper, therefore, synthesizes extant literature on e-service and system success to arrive at a novel classification system that delineates e-commerce service failures into information, functional, and system categories, each with its own set of constituent dimensions. Extending expectation disconfirmation theory (EDT), we further distinguish among disconfirmed outcome, process, and cost expectancies as major consequences of e-commerce service failures. A theoretical model of e-commerce service failure classifications and their consequences was constructed together with testable propositions that relate the three failure categories to consumers' disconfirmed expectancies. Finally, we explore the validity of our theoretical model based on descriptive accounts of actual occurrences of e-commerce service failures and their corresponding consequences. Consistent with our theoretical model, information and functional failures were found to be associated with disconfirmed outcome and process expectancies respectively. System failures, on the other hand, do not affect consumers' disconfirmed expectancies, thereby contradicting our predictions. Post hoc analysis on constituent dimensions of information, functional, and system failures yielded additional insights on the preceding observations. Collapse

Topics: electronic commerce website IS failure IS success service quality

Methods: survey chi squared test qualitative content analysis post-hoc analysis qualitative interview

Theories: expectation disconfirmation theory fuzzy set theory

Service quality of mHealth platforms: development and validation of a hierarchical model using PLS

2010 | Electronic Markets | Citations: 32

Authors: Akter, Shahriar; D’Ambra, John; Ray, Pradeep

Abstract: Advancing research on service quality requires clarifying the theoretical concep ... Expand

Abstract: Advancing research on service quality requires clarifying the theoretical conceptualizations and validating an integrated service quality model. The purpose of this study is to facilitate and elucidate practical issues and decisions related to the development of a hierarchical service quality model in mobile health (mHealth) services research. Conceptually, it extends theory by reframing service quality as a reflective, hierarchical construct and modeling its impact on satisfaction, intention to continue using and quality of life. Empirically, it confirms that PLS path modeling can be used to estimate the parameters of a higher order construct and its association with subsequent consequential latent variables in a nomological network. The findings of the study show that service quality is the third-order, reflective construct model with strong positive effects on satisfaction, continuance intentions and quality of life in the context of mHealth services. Finally, the study discusses the implications of hierarchical service quality modeling in electronic markets and highlights future research directions. Collapse

Topics: service quality mobile health mobile system system reliability system efficiency

Methods: partial least squares path modeling survey partial least squares regression qualitative interview longitudinal research

Theories: SERVQUAL