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Fighting Fire with Fire: Use of Technology and Emerging Technostress during the Covid-19 Pandemic in an Academic Context

2023 | Americas Conference on Information Systems | Citations: 0
Authors: Feste, Jasmin Maria; Peters, Leonore; Henkel, Dominik

Abstract: In response to the Covid-19 pandemic, German government introduced a "stay-at-h ... Expand

Abstract: In response to the Covid-19 pandemic, German government introduced a "stay-at-home" policy to slow the spread of the virus. This, in turn, resulted in universities introducing online teaching, which thereby fostered technology-related stress perception for students. Based on social presence theory and current technostress research, we analyze the effects of loneliness on perceptions of technostress in online teaching and the moderating effect of social network services. Using a sample size of 327, our findings show that loneliness has a negative impact on technostress perception and that the use of social network services diminishes technostress perception even more. These findings are an important contribution to current technostress research, as the effects of digital technologies can no longer be considered in isolation, but should rather be understood as the interplay of different digital communication tools from various perspectives and contextual settings. Collapse

Semantic filters: social presence theory

Topics: technostress pandemic online learning system information system use social presence

Methods: survey mediation analysis business process modeling regression analysis method cross sectional research

Theories: social presence theory
The Power of Identity Cues in Text-Based Customer Service: Evidence from Twitter

2023 | Management Information Systems Quarterly | Citations: 0
Authors: Gao, Yang; Rui, Huaxia; Sun, Shujing

Abstract: Text-based customer service is emerging as an important channel through which c ... Expand

Abstract: Text-based customer service is emerging as an important channel through which companies can assist customers. However, the use of few identity cues may cause customers to feel limited social presence and even suspect the human identity of agents, especially in the current age of advanced algorithms. Does such a lack of social presence affect service interactions? We studied this timely question by evaluating the impact of customers' perceived social presence on service outcomes and customers' attitudes toward agents. Our identification strategy hinged on Southwest Airlines' sudden requirement to include a first name in response to service requests on Twitter, which enhanced customers' perceived level of social presence. This change led customers to become more willing to engage and more likely to reach a resolution upon engagement. We further conducted a randomized experiment to understand the underlying mechanisms. We found that the effects were mainly driven by customers who were ex ante uncertain or suspicious about the human identity of agents, and the presence of identity cues improved service outcomes by enhancing customers' perceived levels of trust and empathy. Additionally, we found no evidence of elevated verbal aggression from customers toward agents with identity cues, although a mechanism test revealed the moderating role of customers' emotional states. Our study highlights the importance of social presence in text-based customer service and suggests a readily available and almost costless strategy for firms: signal humanization through identity cues. Collapse

Semantic filters: social presence theory

Topics: customer service Twitter social presence social media customer satisfaction

Methods: experiment computational algorithm synthetic control method survey support vector machine

Theories: social presence theory big five model
The Impact of Metaverse Technology Use on Team Creativity in Virtual Teams

2023 | Americas Conference on Information Systems | Citations: 0
Authors: Lee, Joonghee

Abstract: As a crucial contributor to organizational performance and competitive advantag ... Expand

Abstract: As a crucial contributor to organizational performance and competitive advantage, the ability to develop original and effective ideas has been identified as a key component. As digital technologies advance, businesses increasingly utilize virtual teams due to their cost-effectiveness and efficiency. Moreover, in recent years, there has been an increase in interest in a new concept of work environments known as metaverses. However, the creative performance of virtual teams in the metaverse setting is not sufficiently understood. Hence, we offer a research model to investigate the effect of metaverse technology on creative performance in virtual teams. Collapse

Semantic filters: social presence theory

Topics: virtual reality virtual teamwork information exchange video conference organizational value

Methods: experiment survey

Theories: social presence theory
Content Creator versus Brand Advertiser? The Effect of Inserting Advertisements in Videos on Influencers Engagement

2023 | HICSS | Citations: 0
Authors: Ma, Tengteng; Lu, Yingda; Hu, Yuheng; Chen, Xi; Chen, Yuxin

Abstract: Influencer advertising has become an indispensable component of online marketing ... Expand

Abstract: Influencer advertising has become an indispensable component of online marketing due to the exponential growth of social influencers and their influence. Whereas the effectiveness of using influencer endorsements is well studied from the brand or company perspective, how the commercial endorsements affect influencers themselves is an important yet unrevealed question. We empirically examine the instantaneous (measured using live comment sentiment) and longer-term (measured using video feedback and follower number change) influence of inserting advertisements in videos on influencers’ reputation. We further investigate how this effect can be moderated when influencers demonstrate stronger endorsement by showing their faces during advertisements. Our result suggests that inserting advertisements have a negative impact on both instantaneous and longer-term viewer engagement; advertisements with influencers’ face showing moderate the negative effect of advertisements on viewers’ instantaneous response, while the different impact between advertisements with/out influencers showing their faces is not significant in the longer term. Collapse

Semantic filters: social presence theory

Topics: advertising management marketing management social media website application programming interface

Methods: deep learning longitudinal research difference in differences biometric measurement facial recognition system

Theories: social presence theory
Know Your Firm: Managing Social Media Engagement to Improve Firm Sales Performance

2023 | Management Information Systems Quarterly | Citations: 0
Authors: Ren, Fei; Tan, Yong; Wan, Fei

Abstract: We examine the impact of firm social media engagement on sales performance, ans ... Expand

Abstract: We examine the impact of firm social media engagement on sales performance, answering "whether," "what," and "how" questions. The study uses a quasi-experimental design in a social e-commerce setting, for which propensity score matching and difference-in-differences methods quantify a mean 20.67% sales increase after firm social media adoption. We also find that firms that sell low-involvement products benefit more from social media adoption, compared to those that sell high-involvement products. Further, in terms of how to manage social media engagement, we find that informative content, in general, is effective for sales of high-involvement products, whereas promotional content, a new type of content discovered in this study, is more beneficial for sales of low-involvement products. Meanwhile, more social media followers generate better firm sales performance. We used instrumental variables and the control function method to address endogeneity issues and conducted robustness checks to support our conclusions. This study sheds light on the value of firm social media, particularly regarding industry differences and firm know-how. Collapse

Semantic filters: social presence theory

Topics: social media blog electronic commerce decision making organizational productivity

Methods: experimental group instrumental variables estimation propensity score method qualitative content analysis computational algorithm

Theories: social presence theory communication theory
Unfolding the popularity of video conferencing apps – A privacy calculus perspective
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2023 | International Journal of Information Management | Citations: 0
Authors: Sandhu, Ramandeep Kaur; Vasconcelos-Gomes, João; Thomas, Manoj A.; Oliveira, Tiago

Abstract: Video conferencing (VC) applications (apps) have surged in popularity as an alte ... Expand

Abstract: Video conferencing (VC) applications (apps) have surged in popularity as an alternative to face-to-face com munications. Although VC apps offer myriad benefits, it has caught much media attention owing to concerns of privacy infringements. This study examines the key determinants of professionals’ attitude and intentions to use VC apps in the backdrop of this conflicting duality. A conceptual research model is proposed based on theoretical foundations of privacy calculus and extended with conceptualizations of mobile users’ information privacy concerns (MUIPC), trust, technicality, ubiquity, as well as theoretical underpinnings of social presence theory. Structural equation modeling is used to empirically test the model using data collected from 484 professionals. The study offers insights regarding the trade-offs that professionals are willing to make in the face of information privacy concerns associated with VC apps. Based on the findings, the study emphasizes the promotion of privacy protection at the organizational level, control mechanisms that motivate employees to actively engage in privacy protection behavior, and a multi-faceted approach for data transparency within the VC app platforms. Collapse

Semantic filters: social presence theory

Topics: mobile application privacy information privacy concern social presence video conference

Methods: partial least squares regression survey conceptual modelling partial least squares path modeling descriptive statistic

Theories: privacy calculus theory social presence theory
The Effect of Varying User Risk Levels on Perceived Social Presence in Mental Health Chatbots

2023 | Americas Conference on Information Systems | Citations: 0
Authors: THIMMANAYAKANAPALYA, Sagarika Suresh; Singh, Raghvendra; Mulgund, Pavankumar; Sun, Ying-Chih; Sharman, Raj

Abstract: The COVID-19 outbreak has witnessed a significant increase in the development a ... Expand

Abstract: The COVID-19 outbreak has witnessed a significant increase in the development and testing of healthcare chatbots. However, this could raise ethical concerns and pose challenges for responsible research in sensitive healthcare areas such as mental health. Our study focuses on the application of the Social Presence theory to mental-health chatbots. We use quantitative content analysis to determine if users in high-risk mental-health situations require a higher level of social presence from chatbots. Our research contributes to designing improved mental-health chatbots. Collapse

Semantic filters: social presence theory

Topics: mobile application market digital distribution social presence mobile application artificial intelligence

Methods: chatbot qualitative content analysis logistic regression statistical hypothesis test

Theories: social presence theory semiotic theory
Companion Bot Development: A Human Interaction-based Theoretical Lens

2023 | Americas Conference on Information Systems | Citations: 0
Authors: THIMMANAYAKANAPALYA, Sagarika Suresh; Sharman, Raj; Samant, Harshada

Abstract: Companion bots have the potential to alleviate loneliness and provide companion ... Expand

Abstract: Companion bots have the potential to alleviate loneliness and provide companionship. To accomplish this, the bot must generate appropriate conversations that are contextually relevant and interesting to the human companion. This research synthesizes 48 papers pertinent to companion bots. To understand and develop critical companion bot elements of the conversations, this paper explores prior literature to understand the human-interaction theories that have been leveraged. Collapse

Semantic filters: social presence theory

Topics: social presence robotic artificial intelligence data breach usage intention

Methods: chatbot literature sample literature study synthesis robustness check

Theories: social presence theory social response theory social penetration theory communication theory attachment theory
Painting A Holistic Picture of Trust in and Adoption of Conversational Agents: A Meta-Analytic Structural Equation Modeling Approach
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2022 | HICSS | Citations: 0
Authors: Anton, Eduard; Oesterreich, Thuy Duong; Schuir, Julian; Teuteberg, Frank

Abstract: With their human-like nature, conversational agents (CAs) introduce a social com ... Expand

Abstract: With their human-like nature, conversational agents (CAs) introduce a social component to humancomputer interaction. Numerous studies have previously attempted to integrate this social component by incorporating trust into models such as the technology acceptance model (TAM) to decipher the adoption mechanisms related to CAs. Given the heterogeneity of these previous works, the aim of this paper is to integrate empirical evidence on the role and influence of trust within the nomological network of the TAM. For this purpose, we conduct a meta-analytic structural equation modeling approach based on 45 studies comprising k = 155 correlations, and N = 13,786 observations. Our findings highlight the multifaceted role of trust as a mediator transmitting the effects of the technology-related perceptions that drive the intention to use CAs. Our results present a comprehensive overview in a thriving research field that can guide both future theory building and the designs of more trustworthy CAs. Collapse

Semantic filters: social presence theory

Topics: usage intention perceived usefulness perceived ease of use privacy information privacy concern

Methods: theory development meta analysis structural equation modeling chatbot qualitative coding

Theories: technology acceptance model social presence theory uncanny valley theory
Level-Up your Learning – Introducing a Framework for Gamified Educational Conversational Agents

2022 | International Conference on Business Informatics | Citations: 0
Authors: Benner, Dennis; Schöbel, Sofia; Süess, Christoph; Baechle, Vera; Janson, Andreas

Abstract: Driven by circumstances like the global pandemic many learners and educators rea ... Expand

Abstract: Driven by circumstances like the global pandemic many learners and educators realize the importance and value of self-regulated digital learning. To better support self-regulated learning, conversational agents have become more relevant. Conversational agents can act as tutor or as learning mate for learners. Although conversational agents have potential to better support self-regulated learning processes, challenges exist requiring implications about how to make these interactions more engaging and supportive. This study discusses the value of gamified conversational learning chatbots that use game elements to engage learners to guide researchers and practitioners to design conversational agents that effectively motivate learners and provide self-regulated learning at the same time. Therefore, we propose a systematically developed framework for gamifying educational conversational agents and contribute to theory by consolidating several theories about games, digital learning, and conversational agents and support practitioners by providing implications about what to care about when gamifying conversational agents. Collapse

Semantic filters: social presence theory

Topics: online learning system gamification conversational agent database system IS education

Methods: structured literature research chatbot literature study design artifact literature sample

Theories: flow theory self determination theory motivation theory educational theory agency theory

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Found 97 articles

Fighting Fire with Fire: Use of Technology and Emerging Technostress during the Covid-19 Pandemic in an Academic Context

The Power of Identity Cues in Text-Based Customer Service: Evidence from Twitter

The Impact of Metaverse Technology Use on Team Creativity in Virtual Teams

Content Creator versus Brand Advertiser? The Effect of Inserting Advertisements in Videos on Influencers Engagement

Know Your Firm: Managing Social Media Engagement to Improve Firm Sales Performance

Unfolding the popularity of video conferencing apps – A privacy calculus perspective

The Effect of Varying User Risk Levels on Perceived Social Presence in Mental Health Chatbots

Companion Bot Development: A Human Interaction-based Theoretical Lens

Painting A Holistic Picture of Trust in and Adoption of Conversational Agents: A Meta-Analytic Structural Equation Modeling Approach

Level-Up your Learning – Introducing a Framework for Gamified Educational Conversational Agents