Fighting for the status quo: Threat to tech self-esteem and opposition to competing smartphones

2023 | Information & Management | Citations: 0

Authors: Cano Bejar, Arturo Heyner; Ray, Soumya; Huang, Yu Hsuan

Abstract: Users of rival technology platforms, such as Android-versus-iOS, often harbor ho ... Expand

Abstract: Users of rival technology platforms, such as Android-versus-iOS, often harbor hostile opposition to each other. The dominant perspective of technology resistance, conceptualized as technology inertia, cannot explain such strong oppositional behavior. We propose a threat to tech self-esteem construct that captures distinct threat perceptions and offers a unified explanation for oppositional intentions. We conducted an empirical study of smartphone users, where we find that the threat to technology self-esteem arises from distinct antecedents and offers a singular explanation for opposition. Moreover, we show the unintended consequences of employing lockin strategies and provide advice on why and how to mitigate them. Collapse

Topics: smartphone switching cost self efficacy Android iOS

Methods: survey partial least squares path modeling structural equation modeling cross sectional research statistical hypothesis test

Theories: reactance theory

Artificial Intelligence (AI) Student Assistants in the Classroom: Designing Chatbots to Support Student Success

2023 | Information Systems Frontiers | Citations: 1

Authors: Chen, Yu; Jensen, Scott; Albert, Leslie J.; Gupta, Sambhav; Lee, Terri

Abstract: In higher education, low teacher-student ratios can make it difficult for studen ... Expand

Abstract: In higher education, low teacher-student ratios can make it difficult for students to receive immediate and interactive help. Chatbots, increasingly used in various scenarios such as customer service, work productivity, and healthcare, might be one way of helping instructors better meet student needs. However, few empirical studies in the field of Information Systems (IS) have investigated pedagogical chatbot efficacy in higher education and fewer still discuss their potential challenges and drawbacks. In this research we address this gap in the IS literature by exploring the opportunities, challenges, efficacy, and ethical concerns of using chatbots as pedagogical tools in business education. In this two study project, we conducted a chatbot-guided interview with 215 undergraduate students to understand student attitudes regarding the potential benefits and challenges of using chatbots as intelligent student assistants. Our findings revealed the potential for chatbots to help students learn basic content in a responsive, interactive, and confidential way. Findings also provided insights into student learning needs which we then used to design and develop a new, experimental chatbot assistant to teach basic AI concepts to 195 students. Results of this second study suggest chatbots can be engaging and responsive conversational learning tools for teaching basic concepts and for providing educational resources. Herein, we provide the results of both studies and discuss possible promising opportunities and ethical implications of using chatbots to support inclusive learning. Collapse

Topics: artificial intelligence IT career anonymity user experience accounting

Methods: chatbot survey qualitative interview personal interview machine learning

Prior Experience of Managers and Maladaptive Responses to Performance Feedback: Evidence from Mutual Funds

2023 | Organization Science | Citations: 0

Authors: Gaba, Vibha; Lee, Sunkee; Meyer-Doyle, Philipp; Zhao-Ding, Amy

Abstract: In this study, we examine how the prior experiences of decision makers systemati ... Expand

Abstract: In this study, we examine how the prior experiences of decision makers systematically influence their assessment of and responses to negative performance feedback. We posit that, although greater and more specialized experiences enable managers to build relevant knowledge and expertise in specific domains, they also make them overconfident in their abilities and strategies. Such experience-induced overconfidence further leads to distortions in the performance assessment process, hindering a firm’s ability to recognize and respond to poor performance. We empirically test these arguments in the context of U.S. mutual fund managers making investment decisions in response to fund performance below aspirations. As hypothesized, we find that more experienced and more specialized fund managers change their investment decisions less when faced with negative performance feedback than managers who are less experienced and less specialized. In additional analyses, we further show that the lower responsiveness of more experienced (specialized) managers is associated with the fund’s lower future performance, supporting our proposed theoretical mechanism (overconfidence). This study augments existing performance feedback research by showing how decision makers’ prior experience can impede problem-solving behavior in organizations. It also contributes to the literature on human capital and organizational learning by documenting an unintended consequence of accumulated human capital on firm adaptive behavior. Funding: This work was supported by INSEAD research & development funds. Supplemental Material: The online appendix is available at https://doi.org/10.1287/orsc.2022.1605. Collapse

Topics: IT career organizational productivity human resource management unintended consequence problem solving

Methods: robustness check descriptive statistic theory development qualitative content analysis SEC EDGAR

Theories: theory of bounded rationality behavioral theory of the firm

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

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

Excessive Mobile Use and Family-Work Conflict: A Resource Drain Theory Approach to Examine Their Effects on Productivity and Well-Being

2023 | Information Systems Research | Citations: 0

Authors: Magni, Massimo; Ahuja, Manju K.; Trombini, Chiara

Abstract: While acknowledging the many benefits of anytime-anywhere connectivity, recent r ... Expand

Abstract: While acknowledging the many benefits of anytime-anywhere connectivity, recent research has called for further investigation into the maladaptive side of mobile technology use in the work-family interface realm. We rely on resource drain theory to investigate how family-work conflict (FWC) is linked to excessive use of mobile devices for work purposes during nonwork hours, which, in turn, affects individual productivity and physiological, psychological, and relational well-being. Furthermore, we examine the role of competitive climate as a boundary condition. We conducted a field study across two measurement periods involving 324 individuals and their live-in partners. Our results suggest that FWC affects productivity and well-being through excessive mobile use and that competitive climate amplifies these effects. The study contributes to a better understanding of the excessive mobile use phenomenon focusing on its determinants and its consequences. We discuss the implications of our findings both for theory and practice, and we outline directions for future research.History: Yulin Fang, Senior Editor; Likoebe M. Maruping, Associate Editor.Supplemental Material: The online appendix is available at https://doi.org/10.1287/isre.2022.1121. Collapse

Topics: mobile system productivity information system use individual productivity pandemic

Methods: survey statistical hypothesis test chi squared test regression analysis method partial least squares regression

Theories: organizational behavior theory

The double-edged effects of data privacy practices on customer responses

2023 | International Journal of Information Management | Citations: 0

Authors: Chen, Shijiao (Joseph); Tran, Khai Trieu; Xia, Zhenhua (Raymond); Waseem, Donia; Zhang, Jing A.; Potdar, Balkrushna

Abstract: Requesting personal information in frontline service encounters raises privacy c ... Expand

Abstract: Requesting personal information in frontline service encounters raises privacy concerns among customers. The proximity contact tracing that occurred during the COVID-19 pandemic provides an intriguing context of in­ formation requests. Hospitality venues required contact tracing details from customers, and customer coopera­ tion varied with concerns about privacy. Drawing on gossip theory, we investigate the roles of businesses’ data privacy practices and government support in driving customers’ responses to contact tracing. Our findings show that perceived transparency of a business’s privacy practices has a positive effect on customers’ commitment to the business, while perceived control exerts a negative effect on commitment. These effects are mediated by customers’ information falsification rather than disclosure, because the former is a sensitive behavioral indicator of privacy concerns. The results also reveal the moderating roles of government support. This research con­ tributes to the customer data privacy literature by demonstrating the distinct effects of perceived transparency and control on commitment and revealing the underlying mechanism. Moreover, the research extends the conceptual understanding of privacy practices from online contexts to face-to-face contexts of frontline service. The findings offer implications for the management of customer data privacy. Collapse

Topics: privacy information privacy concern pandemic unintended consequence behavioral intention

Methods: qualitative interview survey conceptual modelling statistical hypothesis test structural equation modeling

Using Stretch Goals for Idea Generation Among Employees: One Size Does Not Fit All!

2022 | Organization Science | Citations: 0

Authors: Ahmadi, Saeedeh; Jansen, Justin J. P.; Eggers, J. P.

Abstract: This study explores heterogeneity in the efficacy of stretch goals for engaging ... Expand

Abstract: This study explores heterogeneity in the efficacy of stretch goals for engaging employees in innovation, as stretch goals may both boost norm-breaking creativity and hamper fruitful ideation by overwhelming employees. Through a multilevel perspective, we demonstrate that stretch goals motivate more capable employees (successful, experienced, senior) to submit useful innovative ideas by combining the motivation of stretch goals with these employees' ability to discern fruitful from futile ideas. Other employees, meanwhile, may “spin their wheels” and submit lower-quality ideas based on their inability to apply useful knowledge. Empirically, we leverage idea generation data from a Fortune 500 firm. We contribute to stretch goals research by demonstrating both the intended and the unintended consequences that shape employee behavior and to the innovation literature by articulating when stretch goals can and cannot motivate valuable innovation from employees. Collapse

Topics: idea generation innovation management unintended consequence analytical information system research and development

Methods: survey descriptive statistic theory development robustness check chi squared test

Improving Phishing Reporting Using Security Gamification

2022 | Journal of Management Information Systems | Citations: 2

Authors: Jensen, Matthew L.; Wright, Ryan T.; Durcikova, Alexandra; Karumbaiah, Shamya

Abstract: Phishing is an increasing threat that causes billions in losses and damage to pr ... Expand

Abstract: Phishing is an increasing threat that causes billions in losses and damage to productivity, trade secrets, and reputations each year. This work explores how security gamification techniques can improve phishing reporting. We contextualized the cognitive evaluation theory (CET) as a kernel theory and constructed a prototype phishing reporting system. With three experiments in a simulated work setting, we tested gamification elements of validation, attribution, incentives, and public presentation for improvements in experiential (e.g., motivation) and instrumental outcomes (e.g., hits and false positives) in phishing reporting. Our findings suggest public attribution with rewards and punishments best balance the competing necessities of accuracy with widespread reporting. Furthermore, our results demonstrate the unique benefits of security gamification to phishing reporting over and above other phishing mitigation techniques (e.g., training and warnings). However, we also noted that unintended consequences in false alarms might arise from shifts in motivation resulting from public display of incentives. These findings suggest that carefully calibrated external incentives (rather than intrinsic rewards) are most likely to improve the ancillary task of phishing reporting. Collapse

Topics: phishing gamification productivity self efficacy electronic mail

Methods: experiment factorial experiment multivariate analysis of covariance survey design artifact

Theories: cognitive evaluation theory

An Unintended Consequence of Platform Dependence: Empirical Evidence from IT-enabled Food-Delivery Platforms

2022 | International Conference on Information Systems | Citations: 0

Authors: Karamshetty, Varun; Freeman, Michael; Hasija, Sameer

Abstract: IT-enabled food-delivery platforms increase restaurants' catchment area and red ... Expand

Abstract: IT-enabled food-delivery platforms increase restaurants' catchment area and reduce search costs for consumers. The former allows restaurants to pool their risks and decrease noise in demand, whereas the latter increases competition and noise in demand. Overall, it is unclear how these competing factors affect restaurants' ability to forecast their demand -a critical factor for profitability. In this paper, we empirically investigate the impact of ITenabled food-delivery platforms on restaurants' demand forecast error. Using detailed transaction-level datasets, we find that a 10 percentage point increase in dependence on food-delivery platforms leads to a 2.83% increase in overall forecast error. We also find that the majority of increase in overall error is due to an increased error in forecasting intra-day demand "pattern", and a smaller portion is due to error in forecasting interday demand "amplitude". Based on our findings, we offer suggestions for restaurants on managing their relationship with IT-enabled food-delivery platforms. Collapse

Topics: database system unintended consequence mobile application anonymity IS management

Methods: descriptive statistic robustness check linear regression analysis longitudinal research autocorrelation analysis

Shifting ML value creation mechanisms: A process model of ML value creation

2022 | Journal of Strategic Information Systems | Citations: 0

Authors: Shollo, Arisa; Hopf, Konstantin; Thiess, Tiemo; Müller, Oliver

Abstract: Advancements in artificial intelligence (AI) technologies are rapidly changing t ... Expand

Abstract: Advancements in artificial intelligence (AI) technologies are rapidly changing the competitive landscape. In the search for an appropriate strategic response, firms are currently engaging in a large variety of AI projects. However, recent studies suggest that many companies are falling short in creating tangible business value through AI. As the current scientific body of knowledge lacks empirically-grounded research studies for explaining this phenomenon, we conducted an exploratory interview study focusing on 56 applications of machine learning (ML) in 29 different companies. Through an inductive qualitative analysis, we uncover three broad types and five subtypes of ML value creation mechanisms, identify necessary but not sufficient conditions for successfully leveraging them, and observe that organizations, in their efforts to create value, dynamically shift from one ML value creation mechanism to another by reconfiguring their ML applications (i.e., the shifting practice). We synthesize these findings into a process model of ML value creation, which illustrates how organizations engage in (resource) orchestration by shifting between ML value creation mechanisms as their capabilities evolve and business conditions change. Our model provides an alternative explanation for the current high failure rate of ML projects. Collapse

Topics: value creation artificial intelligence knowledge creation decision making operational information system

Methods: qualitative interview business process modeling qualitative coding theory development design artifact

Theories: resource based view of the firm theory of task technology fit organizational knowledge creation