Information Systems Journal最新文献

{"title":"Continuous Feedback for Data-Driven Organisational Change: Implementing OTTO's Digital Heartbeat","authors":"Benjamin van Giffen,&nbsp;Michael Müller-Wünsch,&nbsp;Yves Stalgies,&nbsp;Joe Peppard,&nbsp;Walter Brenner","doi":"10.1111/isj.70032","DOIUrl":"https://doi.org/10.1111/isj.70032","url":null,"abstract":"<p>Organisations implementing change initiatives routinely fail to maintain alignment between strategic intent and daily operations, detect emerging issues early or build sustainable data habits for continuous improvement. This paper examines how organisations can address these challenges through high frequency, data-driven feedback systems that operate at the pace of organisational change. We analyse how OTTO, one of Europe's leading retailers, transformed from Germany's largest catalogue retailer into a digital marketplace platform. Central to managing this change was their Digital Heartbeat, a continuous feedback system that captured employee perspectives through 12-week measurement cycles. Through three empirical episodes of change, we demonstrate how this approach maintained continuous alignment during software development, enabled rapid detection of training freeze impacts, and allowed differential recovery rates in customer service. Based on this analysis, we provide nine recommendations organised across three implementation phases: designing the approach, implementing it at scale and using the feedback loop to steer change. Our recommendations offer concrete, actionable guidance to executives and senior leaders, middle managers and change leaders. The approach scales from hundreds to thousands of employees, with adaptations for regulated industries and sectors with longer operational cycles. We conclude with boundary conditions for practitioners determining whether and how to implement data-driven feedback for managing organisational change.</p>","PeriodicalId":48049,"journal":{"name":"Information Systems Journal","volume":"36 5","pages":"691-709"},"PeriodicalIF":8.2,"publicationDate":"2026-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://onlinelibrary.wiley.com/doi/epdf/10.1111/isj.70032","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148704320","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Unveiling the Impact of Big Data Analytics on Supply Chain Resilience: Theorisation and Empirical Evidence Using a Multi-Method Approach","authors":"Jiabao Lin,&nbsp;Shaowu Wu,&nbsp;Xin (Robert) Luo,&nbsp;Jose Benitez","doi":"10.1111/isj.70041","DOIUrl":"https://doi.org/10.1111/isj.70041","url":null,"abstract":"<div>\u0000 \u0000 <p>Organisations should harness big data analytics to transform their supply chains and archive resilience. Despite the critical role of big data analytics in shaping supply chain resilience, existing literature on their relationship remains starkly fragmented and inconclusive. To address this critical paucity and reconcile the prevailing inconsistencies, we employed a multi-method research design, combining both qualitative and quantitative approaches to confirm our theoretical model. We first utilise deductive qualitative analysis across multiple cases to validate the underlying mechanisms and boundary conditions through which big data analytics capability influences supply chain resilience. Subsequently, our quantitative analysis unveils that the nexus between big data analytics capability and supply chain resilience operates through two mediated pathways (traditional and digital SC capabilities) under institutional environments (i.e., government intervention and guanxi). Specifically, government intervention amplifies both mediating effects, whereas guanxi weakens the mediation effect of digital supply chain capability. Furthermore, our results reveal contingency-dependent mediation pathways linking big data analytics capability and supply chain resilience. We find that weak institutional forces position digital supply chain capability as the primary pathway, whereas strong institutional forces shift the emphasis toward traditional supply chain capability as the central mechanism linking BDA capability to supply chain resilience. This study contributes to the emerging literature on Information Systems (IS) by theoretically exploring and empirically validating the mechanisms and boundary conditions through which big data analytics capability affects supply chain resilience.</p>\u0000 </div>","PeriodicalId":48049,"journal":{"name":"Information Systems Journal","volume":"36 5","pages":"787-814"},"PeriodicalIF":8.2,"publicationDate":"2026-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148704415","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Resilient IT: Winning With People and Process","authors":"Wesam Helou,&nbsp;Michele Heath,&nbsp;Raymond Henry","doi":"10.1111/isj.70040","DOIUrl":"https://doi.org/10.1111/isj.70040","url":null,"abstract":"<p>In today's dynamic environment, IT organisations face numerous challenges from disruptions such as natural disasters, cybersecurity threats, international conflicts, evolving regulations, pandemics and recent global incidents such as the CrowdStrike outage. To navigate these complexities and maintain operational continuity, companies must build IT organisational resilience, ensuring they can adapt, recover swiftly and continue delivering critical services. This study surveyed 157 IT leaders across various industries to explore how IT service quality and IT governance practices can bolster IT organisational resilience to face these turbulent events. Our findings indicate that both IT service quality and IT governance maturity are crucial building blocks of IT organisational resilience. The study shows that during environmental turbulence, leveraging these factors can help mitigate impacts and effectively address challenges. We also provide IT leadership with guidance on how these ‘people’ and ‘process’ approaches can be leveraged to build IT organisational resilience.</p>","PeriodicalId":48049,"journal":{"name":"Information Systems Journal","volume":"36 5","pages":"771-786"},"PeriodicalIF":8.2,"publicationDate":"2026-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://onlinelibrary.wiley.com/doi/epdf/10.1111/isj.70040","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148704335","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Improving Digital Transformation Outcomes and Pace: The Role of the Board and C-Suite in Reducing Transformation Friction","authors":"Natalie Smith,&nbsp;Andrew Burton-Jones","doi":"10.1111/isj.70028","DOIUrl":"https://doi.org/10.1111/isj.70028","url":null,"abstract":"<p>Most organisations are confronting a dilemma: the need to embark on digital transformation to be competitive and sustainable versus the inherently high costs and extremely high risks involved. Lack of executive support has long been identified as a leading cause of project failure, including digital transformation projects. What is not clear is what that support should entail. The prevailing practice—to strategise, delegate and monitor the transformation, but not get too involved—stems from a time when projects, organisations, and the context they operated in were less complex. Our research was motivated by the lack of guidance for Boards and C-suite despite the criticality of their role. We consulted over100 organisational leaders and followed an in-flight digital transformation, comparing transformations perceived to be successful with those that were not. We learnt that the governance and leadership traditions that serve stable organisations create blind spots to the forces at play when transforming. We term these forces <i>transformation friction</i> and identify a mindset shift and four practices the Board and C-suite can use to improve the pace and outcomes of digital transformation.</p>","PeriodicalId":48049,"journal":{"name":"Information Systems Journal","volume":"36 5","pages":"652-660"},"PeriodicalIF":8.2,"publicationDate":"2026-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://onlinelibrary.wiley.com/doi/epdf/10.1111/isj.70028","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148704308","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Generative AI Implementation in Enterprises: Lessons From a Case Study of Enhanced IT Service Management","authors":"Ashish Jagdish Sharma,&nbsp;Bhawana Rathore,&nbsp;Baidyanath Biswas,&nbsp;Xiao Xiao,&nbsp;Rohit Gupta","doi":"10.1111/isj.70029","DOIUrl":"https://doi.org/10.1111/isj.70029","url":null,"abstract":"<p>The recent rise of Generative Artificial Intelligence (GenAI) is fundamentally changing the way businesses operate, with many now investing heavily in this technology. However, businesses are still exploring ways to extract value from GenAI and develop organisational capabilities. In this practitioner paper, we describe how Apollo Tyres Limited (ATL), a traditional tyre manufacturer in India, utilised GenAI to transform its IT service desk operations as a pilot project for enterprise-wide adoption and the tangible results it achieved from this integration. We identify the following four capabilities that ATL developed using GenAI: (i) <i>enhanced management of customer interactions,</i> such as overcoming delays due to multi-lingual conversations; (ii) <i>proactive resolution of incidents,</i> such as faster categorisation based on their textual descriptions; (iii) <i>proactive management of IT assets</i>, such as dynamic prediction of potential failures and system inefficiencies; and (iv) <i>strategic analysis of operational data,</i> such as a GenAI-driven frequently asked questions system. In addition, we illustrate ATL's actions to facilitate GenAI implementation in two broad categories: (i) <i>building a foundation for GenAI implementation</i> and (ii) <i>realising GenAI-enabled capabilities</i>. Seven lessons learnt are consequently generated to guide other enterprises in similar efforts to implement GenAI at IT service function as well as to scale GenAI initiatives across the organisation.</p>","PeriodicalId":48049,"journal":{"name":"Information Systems Journal","volume":"36 5","pages":"661-690"},"PeriodicalIF":8.2,"publicationDate":"2026-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://onlinelibrary.wiley.com/doi/epdf/10.1111/isj.70029","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148704319","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Promoting Job Crafting in Digital Transformation: Insights From Psychological Contract Fulfilment","authors":"Chunping Deng,&nbsp;Yuye Wang,&nbsp;Thompson S. H. Teo,&nbsp;Junxiao Pang","doi":"10.1111/isj.70031","DOIUrl":"https://doi.org/10.1111/isj.70031","url":null,"abstract":"<div>\u0000 \u0000 <p>For digital transformation (DT) to succeed, employees must adapt and engage in proactive behaviours, such as job crafting. However, readiness for job crafting varies among employees. Drawing on an integrated perspective of psychological contract theory and the Job Demands-Resources (JD-R) theory, this study explores how psychological contract fulfilment motivates employees to engage in job crafting during DT. We also examine whether perceived competence mobilisation mediates the relationship between psychological contract fulfilment and employees' job crafting and if coalition influence tactics moderate this relationship. Using a paired sample of managers and employees from 226 firms, we applied polynomial regression and response surface analysis (RSA) to examine our research hypotheses. Our results indicate that fulfilling psychological contracts promotes job crafting, with the most favourable outcomes occurring when psychological contracts are fulfilled at a high level of DT obligations (high promise-high delivery). Furthermore, the results show that perceived competence mobilisation mediates the relationship between fulfilment of DT obligations and job crafting. We also found that coalition influence tactics moderate the negative effects of psychological contract breach. Collectively, this study advances DT research by integrating psychological contract theory and JD-R theory to show how fulfilment of DT obligations promotes employees' job crafting.</p>\u0000 </div>","PeriodicalId":48049,"journal":{"name":"Information Systems Journal","volume":"36 5","pages":"629-651"},"PeriodicalIF":8.2,"publicationDate":"2026-08-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148704416","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Embedding Human Values Into Legal Tech Innovation: A Case of Upsolve","authors":"Angsana A. Techatassanasoontorn,&nbsp;Narges Safari,&nbsp;Ben Jackson","doi":"10.1111/isj.70022","DOIUrl":"https://doi.org/10.1111/isj.70022","url":null,"abstract":"<div>\u0000 \u0000 <p>The access to justice gap, understood as people with at least one unmet justice need, is one of the long-standing social problems that prevents people from obtaining the justice they need, thereby reinforcing the poverty trap and entrenching marginalisation. Legal tech innovation, involving the use of digital technologies to provide legal help or services online to ordinary citizens, has significant potential to bridge the access to justice gap at scale. We report on the case of Upsolve, a non-profit legal tech startup that has revolutionised access to personal bankruptcy filing for low-income Americans. Upsolve's free digital platform guides users through the step-by-step bankruptcy process with extensive and carefully curated information, thus enabling users to navigate bankruptcy filing without needing an attorney. We trace how Upsolve uses human values, namely, <i>safe access</i>, <i>empowerment</i> and <i>psychological well-being</i>, to guide the design process to ensure that its solution is not only safe for users but also takes special care to empower and support them through the emotionally challenging process of bankruptcy filing. Also, we underscore how Upsolve manages the unauthorised practise of law (UPL) compliance, which prohibits nonlawyers from giving legal advice. Based on our analysis, we derive recommended actions for other organisations to use human values as guidelines in designing and continuously evolving their legal tech innovation to benefit users.</p>\u0000 </div>","PeriodicalId":48049,"journal":{"name":"Information Systems Journal","volume":"36 4","pages":"516-534"},"PeriodicalIF":6.3,"publicationDate":"2026-06-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148215114","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Getting to the COR of Workarounds: A Resource Perspective on Deviating Usage of Critical Care Information Systems","authors":"Pauline Kuss,&nbsp;Christian Meske,&nbsp;Martin Gersch,&nbsp;Stefan Schaller,&nbsp;Alica Thissen,&nbsp;Felix Balzer,&nbsp;Daniel Fürstenau","doi":"10.1111/isj.70019","DOIUrl":"https://doi.org/10.1111/isj.70019","url":null,"abstract":"<p>Workarounds in high-hazard environments like intensive care units (ICUs) compromise safety and regulatory compliance. While prior research attributes these deviations to technology misfits and notes self-reinforcing dynamics, the underlying mechanisms of aggravating workaround spirals remain understudied. Drawing on ethnographic observation and interviews investigating Critical Care Information System (CCIS) use, we advance a mental resource perspective positioning clinicians' cognitive load as a key driver of aggravating workarounds. Grounded in Conservation of Resources (COR) Theory and organisational control literature, we demonstrate that clinicians use workarounds (i.e., deviating CCIS use) to cope with mental overload. However, workarounds bypass not only workflow obstacles, but also organisational controls intended to support individual and collective attention. As these ‘constructive IS attention controls’ collapse, clinicians' mental load intensifies and cooperative workflows deteriorate, spawning additional workarounds in a recursive cycle linking individual coping to collective resource depletion. Our study contributes theoretically by (1) identifying mental resource depletion as one mechanism aggravating workarounds, (2) specifying this mechanism through compromised attention management, and (3) developing a process model that integrates behavioural psychology with control theory to capture how individual resource deficits and coping scale to organisational level risks. For practice, we demonstrate that addressing isolated technology misfits is insufficient to mitigate workarounds in high-acuity settings. Instead, systemic interventions are required, such as rebalancing workload, reinforcing resilient attention controls and designing CCIS that support (re-)focusing individual and collective attention. These insights orient scholarship and management toward cognitively sustainable healthcare technologies.</p>","PeriodicalId":48049,"journal":{"name":"Information Systems Journal","volume":"36 4","pages":"535-555"},"PeriodicalIF":6.3,"publicationDate":"2026-06-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://onlinelibrary.wiley.com/doi/epdf/10.1111/isj.70019","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148215121","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Conversational AI Agents: The Effect of Process and Outcome Variation on Anthropomorphism and Trust","authors":"Kambiz Saffarizadeh,&nbsp;Mark Keil","doi":"10.1111/isj.70017","DOIUrl":"https://doi.org/10.1111/isj.70017","url":null,"abstract":"<p>Organisations increasingly deploy conversational AI agents (CAs) in agentic roles where behavioural variations are inevitable. Prior work often conflates two distinct forms of variation: outcome variation (where success fluctuates) and process variation (where the path to completion varies). This study investigates how these two types of variation jointly impact user anthropomorphism and trust, integrating the theory of anthropomorphism with the misconception-of-chance bias. Using a CA in an agentic role within a car parking simulation experiment, we manipulate process and outcome variation. Results indicate that outcome variation negatively impacts trust, but process variation shows no such direct effect. Interestingly, while neither variation alone increases anthropomorphism, their interaction does. We theorise that the co-presence of process and outcome variation prevents falsification of anthropomorphic explanations for the CA's behaviour by creating non-random-appearing sequences that violate individuals' randomness expectations due to misconceptions of chance. This allows users to apply human-like mental models, attributing agency and experience to the CA, making failures interpretable as exploratory behaviour. In contrast, when there is outcome variation without process variation (i.e., the CA fails to achieve the desired outcome but exhibits no process variation), users will tend to infer that the CA is mechanically defective. Our results further demonstrate that the joint effect of process and outcome variation indirectly increases trust through anthropomorphism as a mediator. These findings provide insights into the nuanced ways behavioural variation in CAs influence user trust, contributing to the literature on anthropomorphism, trust in AI, and the misconception of chance.</p>","PeriodicalId":48049,"journal":{"name":"Information Systems Journal","volume":"36 4","pages":"597-623"},"PeriodicalIF":6.3,"publicationDate":"2026-06-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://onlinelibrary.wiley.com/doi/epdf/10.1111/isj.70017","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148215125","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"A Qualitative Examination of Stressors Contributing to Burnout Among Chief Information Security Officers (CISOs)","authors":"Pavankumar Mulgund,&nbsp;Raghvendra Singh,&nbsp;Yafang Li,&nbsp;Shao Liam Chew,&nbsp;Kathryn Higgins","doi":"10.1111/isj.70020","DOIUrl":"https://doi.org/10.1111/isj.70020","url":null,"abstract":"<div>\u0000 \u0000 <p>Chief Information Security Officers (CISOs) play a critical role in protecting organisations from cyber threats, yet the scope and intensity of their jobs can often be overwhelming. Burnout among CISOs is a growing concern, with implications for both individual well-being and organisational resilience. To advance the understanding of CISO burnout, we conducted interviews with 37 CISOs across various industries. Our analysis identified six core stressor categories: organisational culture, resource limitations, job responsibilities, communication and relationship management, emerging threats and external pressures. These stressors interact in interdependent and dynamic ways. We present a typology of these interactions: contingent, complementary and substitutive that collectively shape burnout trajectories. Thus, we reconceptualise CISO burnout as an emergent outcome of interdependent stressor interactions. Our model highlights how organisational security culture enables other stressors, while external disruptions and CISO maturity further influence stress dynamics. We also introduce the concept of expectation asymmetry to capture the communicative burdens CISOs face and identify a paradox of CISO maturity, wherein leadership progression redistributes rather than reduces stress. Together, these insights provide a multidimensional perspective on stressors' interactions leading to burnout and offer actionable guidance for building more resilient cybersecurity leadership through coordinated, organisation-wide efforts.</p>\u0000 </div>","PeriodicalId":48049,"journal":{"name":"Information Systems Journal","volume":"36 4","pages":"556-581"},"PeriodicalIF":6.3,"publicationDate":"2026-06-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148215073","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":2,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}