The Future of Digital Platform Design - The Case of the EU Platform Regulation Discourse

2023 | European Conference On Information Systems | Citations: 1

Authors: Heimburg, Vincent; Schmitt, Julian; Wiesche, Manuel

Abstract: Digital platform research focuses on the mechanisms in digital platform ecosyst ... Expand

Abstract: Digital platform research focuses on the mechanisms in digital platform ecosystems and the dynamics between platform owners, complementors, and end-users. Recent studies are beginning to look beyond the boundaries of narrow platform ecosystems. The development of the European Union's DigitalMarkets Act (DMA) is a revelatory case to study this wider perspective. Hundreds of actors participated in discourses on the regulation, which aims to regulate so-called gatekeeper platforms that are allegedly powerful, unfair to platform users, and incontestable for competitors. By means of a critical discourse analysis, we coded 1720 contributions on the proposed and adopted DMA between June 2020 and July 2022. We identify 72 positions and 14 narratives along five discourses. Our study creates a better understanding of a wider perspective of platform ecosystem structure that goes beyond the triangle of platform owner, complementors, and end users. Collapse

Topics: digital ecosystem closed platform value creation participatory design electronic market

Methods: qualitative coding design methodology qualitative content analysis memoing grounded theory

The future is yesterday: Use of AI-driven facial recognition to enhance value in the travel and tourism industry

2023 | Information Systems Frontiers | Citations: 0

Authors: Gupta, Shivam; Modgil, Sachin; Lee, Choong-Ki; Sivarajah, Uthayasankar

Abstract: This study aims to investigate the role of artificial intelligence (AI) driven f ... Expand

Abstract: This study aims to investigate the role of artificial intelligence (AI) driven facial recognition to enhance a value proposition by influencing different areas of services in the travel and tourism industry. We adopted semi-structured interviews to derive insights from 26 respondents. Thematic analysis reveals the development of four main themes (personalization, data-driven service offering, security and safety, and seamless payments). Further, we mapped the impact of AI- driven facial recognition to enhance value and experience for corporate guests. Findings indicate that AI-based facial recognition can facilitate the travel and tourism industry in understanding travelers’ needs, optimization of service offers, and value-based services, whereas data-driven services can be realized in the form of customized trip planning, email, and calendar integration, and quick bill summarization. This contributes to strengthening the tourism literature through the lens of organizational information processing theory. Collapse

Topics: artificial intelligence usability personalization human resource management pandemic

Methods: facial recognition system biometric measurement personal interview qualitative interview qualitative content analysis

Theories: organizational information processing theory

Restoring Justice: The Moderating Role of AI Agent in Consumers’ Reactions to Service Recovery

2022 | International Conference on Information Systems | Citations: 0

Authors: Cheng, Yue; Qiu, Lingyun; Tan, Chee-Wee

Abstract: Service failure is inevitable and service providers have a stake in minimizing ... Expand

Abstract: Service failure is inevitable and service providers have a stake in minimizing the adverse consequences of service failure. As companies increasingly deploy Artificial Intelligence (AI) agents to augment or substitute conventional human customer service agents, there are growing scholarly attempts to elucidate the role of AI agents in shaping consumers' reactions to service recovery. Synthesizing extant literature on service failure and recovery with restorative justice, this study contextualizes restorative justice to service recovery and examine the interplay of recovery components with agent type (AI vs. human) on restorative justice. We then conducted a scenario-based online experiment to validate our hypothesized relationships. Analytical findings point to the positive effects of empathy and remorse on affective restorative justice, but these relationships are attenuated when they are conveyed by AI agents. Insights from this study hence extends our understanding of AI deployment in customer service and yields practical guidelines for AI agent developers. Collapse

Topics: artificial intelligence customer service behavioral intention consumer behavior robotic

Methods: survey experiment ANOVA parametric test experimental group

The Risk of Cryptocurrency Payment Adoption

2022 | International Conference on Information Systems | Citations: 0

Authors: Gao, Chaoyue; Gu, Bin; Liu, Xianwei; Ye, Qiang

Abstract: The rapid development of blockchain technology enables the application of crypt ... Expand

Abstract: The rapid development of blockchain technology enables the application of cryptocurrency payment in real business practice. However, no research has examined the net effect of adopting such technologies on firm performance. Leveraging a unique research context that Booking.com starts cooperating with Travala.com, this study collects consumer reviews of the same hotels listed on Expedia and Booking.com in all states of the US and employs difference-in-differences designs. This study has three main findings. First, the adoption of cryptocurrency payment via Travala.com induces a net decrement in online sales on Booking.com. Second, the sales decrement is mainly driven by upscale hotels. Third, the sales decrement is severer when the cryptocurrency price is lower. These results are robust across hotels in all the states of USA and can be generalized using a later adoption of cryptocurrency payment. We interpret the mechanism as users' negative associations and provide evidence by an event study analysis. Collapse

Topics: cryptocurrency technology adoption Ethereum anonymity Bitcoin

Methods: longitudinal research event study experimental group difference in differences

Theories: associative learning theory

Smart Tourism Technologies’ Ambidexterity: Balancing Tourist’s Worries and Novelty Seeking for Travel Satisfaction

2022 | Information Systems Frontiers | Citations: 0

Authors: Goo, Jahyun; Huang, C. Derrick; Yoo, Chul Woo; Koo, Chulmo

Abstract: Tourists deal with two intrinsic, uncertainty-driven attributes of travel, touri ... Expand

Abstract: Tourists deal with two intrinsic, uncertainty-driven attributes of travel, tourist worries and novelty seeking, that simultaneously affect their transaction and travel experience satisfaction. Rapid technological advances coupled with uncertainties caused by momentous events such as COVID-19 highlight the increasing significance of smart technologies in the tourism industry. This study explores the relationships between novelty and worries and travel satisfaction, as well as examines how tourists enhance their quality of trips with the use of smart tourism technologies. We find the tourists’ novelty seeking would enhance the trip experience, leading to overall travel satisfaction. In contrast, tourist worries, particularly in trip planning, would negatively affect tourists’ transaction satisfaction, which in turn impacts the overall travel experience satisfaction. As a moderator in its ambidextrous role, smart tourism technologies help tourists to develop a sense of novelty when planning and visiting a destination and mitigate the worries emanated from the uncertainty of transaction made during the pre-trip planning. Insights and implications of such findings are discussed for both theory and practice. Collapse

Topics: usability personalization information exchange self efficacy website

Methods: survey theory development partial least squares regression partial least squares path modeling PLS tool

Theories: uncertainty reduction theory

How does mobile device usage influence review helpfulness through consumer evaluation? Evidence from TripAdvisor

2022 | Decision Support Systems | Citations: 0

Authors: Han, Maoxin (Molson)

Abstract: Although extant papers have investigated the direct impact of mobile devices on ... Expand

Abstract: Although extant papers have investigated the direct impact of mobile devices on the review helpfulness, little is known about its indirect impact. In this paper, we address this issue by examining the mediating roles of con­ sumer evaluation captured by both basic and optional review elements as well as the moderating role of response period. Combining a dataset from TripAdvisor with advanced mediation models, we find that the use of mobile devices significantly influences the content of review elements, which indirectly results in the change of review helpfulness. In detail, review extremity and text negative sentiment positively mediate the effect of mobile de­ vices on review helpfulness, as opposed to the negative mediations of text length and multidimensional ratings. Moreover, comparisons of their effect sizes reveal that text length and multidimensional ratings are responsible for the lower helpfulness of mobile reviews. Drawing on the theory of temporal distance, our moderationmediation model reveals extending response period can be an effective way of curing the low helpfulness of mobile reviews. Our results deepen the extant understanding about the impact of mobile devices and provide practitioners important implications regarding the design of review elements and the policy of managing reviews. Collapse

Topics: mobile system online review website individual characteristic privacy

Methods: product review robustness check regression analysis method theoretical contribution Student's t-test

Skipping class: improving human-driven data exploration and querying through instances

2022 | European Journal of Information Systems | Citations: 0

Authors: Saghafi, Arash; Wand, Yair; Parsons, Jeffrey

Abstract: With the growing focus on business analytics and data-driven decision-making, th ... Expand

Abstract: With the growing focus on business analytics and data-driven decision-making, there is a greater need for humans to interact effectively with data. We propose that presenting data to human users in terms of instances and attributes provides a more flexible and usable structure for querying, exploring, and analysing data. Compared to a traditional representation, an instance-based representation does not impose any predefined classification schema over the data when it is presented to users. This paper examines the potential utility of instance-based data through two laboratory experiments – the first focusing on exploration of data for pattern discovery (open-ended tasks) and the second on retrieval of information (closed-ended tasks). In both cases, participants were able to achieve better results in tasks using instance-based data than using class-based representations. Given the growing need for self-service analytics, as well as using information for purposes not anticipated when it was collected, we show that instance-based representations can be an effective way to satisfy the emerging needs of information users. Collapse

Topics: database system decision making Tableau software business intelligence information retrieval

Methods: experiment parametric test Student's t-test experimental group data modeling

Theories: schema theory

Using the Anchoring Effect and the Cultural Dimensions Theory to Study Customers’ Online Rating Behaviors

2022 | Information Systems Frontiers | Citations: 0

Authors: Wang, Qian; Chau, Michael; Peng, Chih-Hung; Ngai, Eric W. T.

Abstract: This study focuses on the effect of prior average ratings of a product on subseq ... Expand

Abstract: This study focuses on the effect of prior average ratings of a product on subsequent online ratings, and we further analyze whether culture moderates this effect. The anchoring effect theory and cultural dimensions theory serve as the theoretical foundations for our investigation. To our best knowledge, we are the first to introduce the anchoring effect theory into the online review context. This study is also among the first to investigate how culture influences customers’ online evaluations. Empirical results suggest that the prior average rating positively influences subsequent customers’ posted ratings, and this positive influence is significantly moderated by culture. Besides theoretical contributions, our insights may also strategically benefit online sellers by increasing customer satisfaction and improving long-term sales. Collapse

Topics: online word of mouth cross cultural research website decision making user-generated content

Methods: statistical hypothesis test ordinary least square survey regression analysis method theoretical contribution

Theories: cultural dimensions theory social influence theory

Strategic responses to digital disruption – an exploratory study of digital transformation in hospitality

2021 | Americas Conference on Information Systems | Citations: 0

Authors: Högberg, Karin

Abstract: ... Expand

Abstract: Collapse

Topics: digital transformation information systems strategy digital innovation digital disruption online review

Methods: qualitative interview case study longitudinal research personal interview multiple case study

Platform Evolution: A Study of TripAdvisor

2020 | HICSS | Citations: 3

Authors: Alaimo, Cristina; Kallinikos, Jannis; Valderrama-Venegas, Erika

Abstract: The recent commercial expansion of social media platforms challenges their origi ... Expand

Abstract: The recent commercial expansion of social media platforms challenges their origin as places of networking and community building and raises important questions as regards their status as institutional entities. After briefly reviewing the literature on platforms and ecosystems, we conduct a longitudinal case study of TripAdvisor. Our findings show the critical role networking and social data have historically played in positioning TripAdvisor as a hub in a vast digital travel ecosystem. At the same time, our analysis unravels the growing diversification of data types linked to the roles performed by different types of actors (e.g. end users, advertisers, business owners, online travel agencies). The shifting nature of these roles and the data types they produce largely account for the patterns of platform evolution and its market position. Collapse

Topics: social media search engine participatory design digital platform digital ecosystem

Methods: design methodology longitudinal case study longitudinal research qualitative interview case study