{"title":"Does IT Lead to More Equal Treatment? An Empirical Study of the Effect of Smartphone Use on Customer Complaint Resolution","authors":"Catherine Tucker, Shuyi Yu","doi":"10.2139/ssrn.3011633","DOIUrl":"https://doi.org/10.2139/ssrn.3011633","url":null,"abstract":"Customers with more education may get better service after complaining, because they are better placed to advocate for themselves. It is unclear how digitization of the consumer complaint process will change this situation. To investigate this, we analyze 364,189 customer complaints to the city of Boston. Empirically, complaints that originate from areas with high levels of education are more likely to be solved quickly. However, dedicated mobile app technologies that automate the complaint process can help mitigate the advantage conferred by education. Since the adoption of digital devices is endogenous to wealth and education, we instrument their usage using granular geographic data on a proxy for cellular signal strength. This analysis again suggests that mobile applications can partially eliminate the disparity between educated and uneducated people. We present suggestive evidence that this is because mobile devices and the standardization of communication they require, eliminate potential differences in treatment of cases that arise due to differences in communication skills. This result suggests that using newer forms of automated digital communication tools enhances equality in customer service.","PeriodicalId":266211,"journal":{"name":"IRPN: Innovation & Social Differences (Topic)","volume":"288 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-06-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122778088","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"The Implications of Blockchain for Income Inequality","authors":"Mikayla Novak","doi":"10.2139/ssrn.3140440","DOIUrl":"https://doi.org/10.2139/ssrn.3140440","url":null,"abstract":"This chapter discusses the implications of blockchain technology for income inequality. Although inequality is identified as a complex and emergent (rather than simple and static) phenomenon, we nonetheless are able to identify channels through which blockchains are likely to affect the distribution of income. Any erosion of economic positions held by third-party intermediaries, charged with maintaining the integrity of conventional ledgers, is likely to reduce inequality. On the other hand job-creation opportunities which emphasize the need for specialist technical skills in the blockchain-enabled economy may increase inequality. The net effect of these two forces alone is ambiguous. There is the alternative possibility that the inequality-reduction potential of blockchain activity could be mitigated by the appropriation of distributed ledger technology by incumbents. To help prevent the possibility of income inequality being reproduced through the blockchain, an open and permissionless environment for blockchain participation should be maintained to the greatest extent possible.","PeriodicalId":266211,"journal":{"name":"IRPN: Innovation & Social Differences (Topic)","volume":"30 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2018-03-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125264324","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Inequity in Unmet Medical Need Among the European Elderly","authors":"Bora Kim","doi":"10.2139/ssrn.2791490","DOIUrl":"https://doi.org/10.2139/ssrn.2791490","url":null,"abstract":"This study evaluates unfair inequality, namely inequality of opportunity (IOp), in access to medical care among the elderly population. I compare the magnitude of IOp across 14 European countries using data from the Survey of Health, Aging and Retirement in Europe (SHARE) collected in 2013. Self-reported unmet medical need caused by cost-related reasons is used as a measure of medical access. Separate models are introduced to accommodate two competing philosophical views (e.g. control and preference approaches) that result in a different definition of the scope of individual responsibility. A joint estimation strategy is applied to take unobserved heterogeneity into account. We find the highest IOp to exist in medical access in EE and IT, and the lowest in AT, CH, SI, NL, SE and DK. However, some results are sensitive to normative assumptions. For instance, EE, IT and DE show greater IOp when it is assumed that individuals are responsible for their decisions made on the basis of genuine preference rather than control. Additional results from a policy simulation suggest that IOp could have been significantly reduced due to educational promotion in many countries, with the exception of EE, NL, SI, SE and DK.","PeriodicalId":266211,"journal":{"name":"IRPN: Innovation & Social Differences (Topic)","volume":"28 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2016-05-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124556550","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"A Study on Perceived Risk in Online Consumer Behaviour of Youth: An Indian Perspective.","authors":"Dr. Vinay Kumar","doi":"10.2139/ssrn.2351725","DOIUrl":"https://doi.org/10.2139/ssrn.2351725","url":null,"abstract":"Consumers especially youths find risks in payment security and personal privacy from e-commerce and that these concerns are at least as great and may be greater for internet shopping than other distance channels. Internet shopping can involve potential risks to consumers and businesses. Risks to consumers broadly revolve around the possibility of personal and financial information, such as addresses, passwords and credit card details, being compromised. The primary risk for businesses is that information is used fraudulently to make a purchase from them. This paper tries to understand the role of perceived risk in online consumer buying behaviour of youth.","PeriodicalId":266211,"journal":{"name":"IRPN: Innovation & Social Differences (Topic)","volume":"198 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-09-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121751942","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Methods to Market Mario: An Analysis of American and Japanese Preference for Control in Video Games","authors":"G. Cook","doi":"10.2139/ssrn.1347411","DOIUrl":"https://doi.org/10.2139/ssrn.1347411","url":null,"abstract":"Video game developers and journalists on both sides of the Pacific agree that the preferences of Japanese and American video gamers are quite different. Their consensus is that Americans prefer a relatively higher level of control in most aspects of their video games, compared to the Japanese. This difference is largely attributed to differences in culture. This study compares American and Japanese on three factors: 1) their desire to control aspects of a video game, 2) their tendency to avoid ambiguous or uncertain situations in their everyday lives, and 3) their desire to have control over their everyday lives. The results show that Americans desire a relatively higher level of control in their everyday lives, but prefer a relatively lower level of control in their video games compared to their Japanese counterparts. This difference is most pronounced in low-usage video gamers and becomes weaker as users play games more frequently.","PeriodicalId":266211,"journal":{"name":"IRPN: Innovation & Social Differences (Topic)","volume":"62 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-02-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121961949","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}