International Journal of Information Management最新文献

Engaging bystanders in response to online trolling customer misbehavior through service organization response strategies 通过服务机构的响应策略，吸引旁观者来应对网络钓鱼客户的不当行为

IF 20.1 1区管理学

International Journal of Information Management Pub Date : 2025-07-24 DOI: 10.1016/j.ijinfomgt.2025.102957

Aimee Riedel , Rory Mulcahy , Amanda Beatson , Byron Keating

{"title":"Engaging bystanders in response to online trolling customer misbehavior through service organization response strategies","authors":"Aimee Riedel , Rory Mulcahy , Amanda Beatson , Byron Keating","doi":"10.1016/j.ijinfomgt.2025.102957","DOIUrl":"10.1016/j.ijinfomgt.2025.102957","url":null,"abstract":"<div><div>Managing customer misbehavior is crucial. Yet research regarding the management and response towards one specific customer misbehavior type, online trolling, has not been thoroughly considered. Three studies, including a field study, online experiments and critical incident technique (n = 777) explored whether, and why, customers (bystanders) may come to the aid of a service organization being trolled. This research examines the impact of troll type (hypocriticize and aggress) and service response strategy (deny, diminish, and apology), on the appraisal process of bystanders and their subsequent engagement behaviors. Results show that bystanders are more likely to support a service organization that is a victim of a hypocriticize troll in an offline setting through repurchase intentions. The results also show that when the service organization is a victim of an aggress troll, they should employ a deny crisis communication strategy to gain online support from bystanders. When the service organization, however, is a victim of a hypocriticize troll, an apology crisis communication strategy should be used. Results further reveal that attribution and negative moral emotions act as key serial mediators. The nature of attribution and negative moral emotions are also shown to be weaker for service organizations with higher level of reputation.</div></div>","PeriodicalId":48422,"journal":{"name":"International Journal of Information Management","volume":"85 ","pages":"Article 102957"},"PeriodicalIF":20.1,"publicationDate":"2025-07-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144696590","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Identity discrepancy in digital transformation: The case of a technology company 数字化转型中的身份差异：以一家科技公司为例

IF 20.1 1区管理学

International Journal of Information Management Pub Date : 2025-07-24 DOI: 10.1016/j.ijinfomgt.2025.102959

Sixuan Zhang, Fang Su

引用次数: 0

From what (motives) to what (outcomes) of relationships with artificially intelligent voice assistants 从与人工智能语音助手的关系（动机）到（结果）

IF 20.1 1区管理学

International Journal of Information Management Pub Date : 2025-07-23 DOI: 10.1016/j.ijinfomgt.2025.102953

Richali Jain, Dr. Ajay Kumar

{"title":"From what (motives) to what (outcomes) of relationships with artificially intelligent voice assistants","authors":"Richali Jain, Dr. Ajay Kumar","doi":"10.1016/j.ijinfomgt.2025.102953","DOIUrl":"10.1016/j.ijinfomgt.2025.102953","url":null,"abstract":"<div><div>This study holistically examined the interaction between humans and voice assistants (VAs), addressing a wide range of factors that elucidate the motives for their use and the potential relational, behavioral, and functional outcomes. This study conceptualizes parasocial relationship (PSR) as a relational outcome of motives for VA usage. The outcomes of PSR, including continuous usage intention, conversational commerce intention, and word of mouth, were analyzed. Furthermore, this study investigated the moderating effects of the VA voice type and users’ social anxiety. A mixed-method approach was employed across four studies. Study 1 explored VA usage motives through in-depth interviews. In Studies 2 and 3, Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to test the conceptual model and the moderating role of social anxiety. Study 4 used an experimental approach to examine the moderating influence of VA voice type (synthetic vs. human). Study 1 identified six motives for using VAs: entertainment, information seeking, life efficiency, social interaction, personal identity, and virtual interaction for escaping from reality (VIER). Study 2 revealed that social interaction, VIER, and life efficiency motives promote PSR with VAs, leading to conversational commerce intention, continuance usage intention, and positive word-of-mouth. Study 3 demonstrated that social anxiety amplifies the impact of the social interaction motive on PSR with VAs. Study 4 found that individuals with social interaction and VIER motives are more likely to develop parasocial connections with VAs featuring human voices rather than synthetic ones. This study offers industry practitioners and marketers significant insights to enhance users’ PSR by addressing their motives to achieve desired behavioral outcomes.</div></div>","PeriodicalId":48422,"journal":{"name":"International Journal of Information Management","volume":"85 ","pages":"Article 102953"},"PeriodicalIF":20.1,"publicationDate":"2025-07-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144696589","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

How social media influencer makes popular marketing videos? An empirical analysis from the multimodal data 社交媒体影响者如何制作受欢迎的营销视频？基于多模态数据的实证分析

IF 20.1 1区管理学

International Journal of Information Management Pub Date : 2025-07-23 DOI: 10.1016/j.ijinfomgt.2025.102952

Jingchun Zhang, Boshi Tian

{"title":"How social media influencer makes popular marketing videos? An empirical analysis from the multimodal data","authors":"Jingchun Zhang, Boshi Tian","doi":"10.1016/j.ijinfomgt.2025.102952","DOIUrl":"10.1016/j.ijinfomgt.2025.102952","url":null,"abstract":"<div><div>The growing prominence of Social Media Influencers (SMIs) underscores the imperative of understanding the mechanisms underlying video design elements. Addressing the paucity of research on interactions between multimodal components, this study employs an expanded signaling theory framework. We conduct a quantitative analysis of a multimodal SMI video dataset, supplemented by semi-structured interviews, to systematically examine the impact of cover and audio features on SMI performance while exploring the moderating role of danmaku volume. Both quantitative and qualitative findings confirm significant interactions among multimodal elements. This research advances methodological integration by unifying multimodal data within a single analytical model, thereby making substantial contributions to the study of multimodal interactions. Theoretically, it extends signaling theory through the lens of multi-signal interactions and qualitatively elucidates the operational mechanisms of these elements. Practically, it provides actionable insights for key stakeholders in the online video ecosystem, holding significant theoretical and managerial implications for strategic decision-making in online video dissemination.</div></div>","PeriodicalId":48422,"journal":{"name":"International Journal of Information Management","volume":"85 ","pages":"Article 102952"},"PeriodicalIF":20.1,"publicationDate":"2025-07-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144687419","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Customer reactions to generative AI vs. real images in high-involvement and hedonic services 在高参与和享乐服务中，客户对生成人工智能与真实图像的反应

IF 20.1 1区管理学

International Journal of Information Management Pub Date : 2025-07-22 DOI: 10.1016/j.ijinfomgt.2025.102954

Daniel Belanche , Sergio Ibáñez-Sánchez , Pau Jordán , Sergio Matas

{"title":"Customer reactions to generative AI vs. real images in high-involvement and hedonic services","authors":"Daniel Belanche , Sergio Ibáñez-Sánchez , Pau Jordán , Sergio Matas","doi":"10.1016/j.ijinfomgt.2025.102954","DOIUrl":"10.1016/j.ijinfomgt.2025.102954","url":null,"abstract":"<div><div>Given the emerging opportunities of generative AI for business and marketing, many companies are wondering whether they should use images created through generative AI for commercial purposes. Prior research on hospitality communication has not solved this issue, as AI-generated images are occasionally promoted as effective marketing tools across various service contexts, while other scholars caution against their use due to the significant concerns they may trigger among consumers. Following a mixed-methods approach to find boundary conditions, our research reveals that consumers prefer hospitality services advertised with real images, rather than those featuring AI-generated images. Nevertheless, this effect is moderated by two key factors. In particular, the research reveals that the negative influence of using generative AI images on intentions to use and recommend the service are strengthened for hedonic rather than utilitarian services, and for highly rather than lowly involved customers. A qualitative study further explores the reasons behind this rejection, highlighting that customers perceive companies using AI-generated images as impersonal, less professional, lacking credibility, and potentially misleading, as they impede customers’ ability to envision the actual experience. Implications for management suggest that, while generative AI holds promise for enhancing communication, companies should use AI-generated images with caution. The discussion also proposes future research directions to explore the broader implications of AI use in marketing.</div></div>","PeriodicalId":48422,"journal":{"name":"International Journal of Information Management","volume":"85 ","pages":"Article 102954"},"PeriodicalIF":20.1,"publicationDate":"2025-07-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144679751","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

How and when AI-driven capabilities foster organizational sustainability: A moderated mediation analysis of digital literacy and green HRM 人工智能驱动的能力如何以及何时促进组织的可持续性：数字素养和绿色人力资源管理的调节中介分析

IF 20.1 1区管理学

International Journal of Information Management Pub Date : 2025-07-19 DOI: 10.1016/j.ijinfomgt.2025.102956

Adnan Ali , Qian Yang , Afzaal Ali , Zeeshan Ali , Muhammad Noman

{"title":"How and when AI-driven capabilities foster organizational sustainability: A moderated mediation analysis of digital literacy and green HRM","authors":"Adnan Ali , Qian Yang , Afzaal Ali , Zeeshan Ali , Muhammad Noman","doi":"10.1016/j.ijinfomgt.2025.102956","DOIUrl":"10.1016/j.ijinfomgt.2025.102956","url":null,"abstract":"<div><div>Researchers and practitioners widely view artificial intelligence-driven (AI) capabilities as the future of transforming organizations toward sustainability and making the world more sustainable. However, their crucial role and the specific mechanisms through which they influence organizational sustainability (OS) across three key dimensions—economic, environmental, and social performance—remain underexplored in the literature. To address this gap, this study adopting dynamic capability theory proposes a moderated mediation (MODMED) model that investigates the relationship between AI competencies OS sustainability and how this relationship is mediated by green human resource management (GHRM) and moderated by digital literacy. Using a sample of 310 Chinese firms, our results show the positive influence of AI capabilities on OS and the mediating role of GHRM. The MODMED analysis further reveals that digital literacy strengthens the indirect link between AI capabilities and OS via GHRM. This study offers fresh insights into how firms can effectively leverage AI capabilities, with the support of GHRM and digital literacy to drive OS.</div></div>","PeriodicalId":48422,"journal":{"name":"International Journal of Information Management","volume":"85 ","pages":"Article 102956"},"PeriodicalIF":20.1,"publicationDate":"2025-07-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144665522","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Addressing consumer needs: Effects of firms remediation strategies on satisfaction and brand usage intent in AI-powered voice assistant service failures 解决消费者需求：企业补救策略对人工智能语音助手服务失败的满意度和品牌使用意图的影响

IF 20.1 1区管理学

International Journal of Information Management Pub Date : 2025-07-07 DOI: 10.1016/j.ijinfomgt.2025.102951

Shihui Li , Yongzhong Yang , Chunjia Han , Yi Sun , Razaz Waheeb Attar , Brij B. Gupta

{"title":"Addressing consumer needs: Effects of firms remediation strategies on satisfaction and brand usage intent in AI-powered voice assistant service failures","authors":"Shihui Li , Yongzhong Yang , Chunjia Han , Yi Sun , Razaz Waheeb Attar , Brij B. Gupta","doi":"10.1016/j.ijinfomgt.2025.102951","DOIUrl":"10.1016/j.ijinfomgt.2025.102951","url":null,"abstract":"<div><div>With the accelerating integration of AI-powered voice assistants into daily consumer interactions, effectively managing AI-driven service failures has become paramount for maintaining consumer trust, satisfaction, and sustained brand engagement. Despite extensive research on traditional service recovery mechanisms, existing frameworks fall short in addressing the distinct and complex nature of AI-driven failures. Motivated by the lack of systematic frameworks tailored explicitly to AI voice assistant contexts, this study introduces an integrated analytical framework grounded in Consistency Theory and Situational Crisis Communication Theory (SCCT) to address customer needs through strategic service failure remediation. Utilizing a mixed-methods research design and analyzing 5894 consumer reviews, the study establishes a consistency relationship between service failures and remediation strategies. It delineates three innovative approaches to service recovery and examines their impact on consumer satisfaction and brand usage intent. The empirical findings reveal significant positive effects of strategically aligned recovery efforts on consumer satisfaction and brand usage intentions. By addressing the specialized nature of AI-driven failures, this research not only advances theoretical knowledge in AI service management but also provides actionable strategic guidance for businesses seeking to optimize consumer experiences and foster enduring customer relationships.</div></div>","PeriodicalId":48422,"journal":{"name":"International Journal of Information Management","volume":"85 ","pages":"Article 102951"},"PeriodicalIF":20.1,"publicationDate":"2025-07-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144571014","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Do cute language style chatbots make consumers more unethical? 可爱的语言风格聊天机器人会让消费者更不道德吗？

IF 20.1 1区管理学

International Journal of Information Management Pub Date : 2025-06-26 DOI: 10.1016/j.ijinfomgt.2025.102941

Jialiang Chen , Wenxin Ke , Yin Wu , Jian Zhang

{"title":"Do cute language style chatbots make consumers more unethical?","authors":"Jialiang Chen , Wenxin Ke , Yin Wu , Jian Zhang","doi":"10.1016/j.ijinfomgt.2025.102941","DOIUrl":"10.1016/j.ijinfomgt.2025.102941","url":null,"abstract":"<div><div>With the rapid development of artificial intelligence technologies, offline retailers are increasingly adopting chatbots with a cute language style to enhance customer service experiences. Although such chatbots have shown potential in improving customer satisfaction, their impact on consumer unethical behavior remains underexplored. This research aims to investigate the influence of chatbots with a cute language style on consumer unethical behavior and its underlying mechanisms. Across four experimental studies (N = 436), the results demonstrate that cute language style chatbots can increase consumer unethical behavior by enhancing the consumer’s moral self-concept. Furthermore, the findings reveal that avatar type moderates the effect of chatbot language style on moral self-concept. Emotional arousal is also identified as a psychological mechanism underlying the relationship between chatbot language style and unethical behavior. These findings not only advance our understanding of the unintended consequences of deploying chatbots with cute features but also offer practical insights for offline retailers in designing and implementing chatbot services.</div></div>","PeriodicalId":48422,"journal":{"name":"International Journal of Information Management","volume":"85 ","pages":"Article 102941"},"PeriodicalIF":20.1,"publicationDate":"2025-06-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144481630","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Eastern Ease and Western Worries? How collectivism and belief in magic increase user acceptance of operationally autonomous blackbox technologies 东方安逸，西方忧虑？集体主义和对魔法的信仰如何增加用户对操作自主黑箱技术的接受度

IF 20.1 1区管理学

International Journal of Information Management Pub Date : 2025-06-21 DOI: 10.1016/j.ijinfomgt.2025.102939

Andreas Strebinger , Horst Treiblmaier

{"title":"Eastern Ease and Western Worries? How collectivism and belief in magic increase user acceptance of operationally autonomous blackbox technologies","authors":"Andreas Strebinger , Horst Treiblmaier","doi":"10.1016/j.ijinfomgt.2025.102939","DOIUrl":"10.1016/j.ijinfomgt.2025.102939","url":null,"abstract":"<div><div>New products and services increasingly require users to relinquish control to so-called “Blackbox” technologies, wherein connections between inputs and outputs appear opaque and uncontrollable. No research has yet investigated whether cultural factors moderate the effect of perceived technological controllability on user acceptance. Drawing on the Theory of Planned Behavior and Bandura's Theory of Human Agency, we examine how Individualism versus Collectivism influences the acceptance of products and services that require users to surrender control to the operationally autonomous Blackbox technologies of Artificial Intelligence and Blockchain. We furthermore investigate the impact of belief in the magical controllability of the world through, e.g., lucky numbers and charms (“belief in magic”). Through three survey-based experiments employing Scenario Techniques featuring fictitious products and services with a total sample size of n = 1750 respondents across the US, India, and Canada, our findings reveal that collectivism and belief in magic increase acceptance of operationally autonomous Blackbox technologies. Conversely, users endorsing the Western cultural norm of individualism and rejecting the magical controllability of the world exhibit heightened skepticism toward such innovations. The moderating effect of Individualism-Collectivism is mediated by a heightened Need for Controllability among individualistic users. Moreover, activating magical thinking amplifies the influence of belief in magic among users predisposed toward such beliefs. Our results stress the importance of considering cultural factors when designing and marketing operationally autonomous applications of Blackbox technologies. They also underscore the need for a broad societal debate and future research on the role of perceived controllability of a technology in user acceptance.</div></div>","PeriodicalId":48422,"journal":{"name":"International Journal of Information Management","volume":"84 ","pages":"Article 102939"},"PeriodicalIF":20.1,"publicationDate":"2025-06-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144329723","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

From self-service to AI-assisted service: A mixed-method study of IT support service provision using search tools and chatbots 从自助服务到人工智能辅助服务：使用搜索工具和聊天机器人提供IT支持服务的混合方法研究

IF 20.1 1区管理学

International Journal of Information Management Pub Date : 2025-06-20 DOI: 10.1016/j.ijinfomgt.2025.102938

Antino Kim , Agrim Sachdeva , Alan R. Dennis

{"title":"From self-service to AI-assisted service: A mixed-method study of IT support service provision using search tools and chatbots","authors":"Antino Kim , Agrim Sachdeva , Alan R. Dennis","doi":"10.1016/j.ijinfomgt.2025.102938","DOIUrl":"10.1016/j.ijinfomgt.2025.102938","url":null,"abstract":"<div><div>Organizations are increasingly adopting chatbots for self-service IT support alongside traditional search tools to supplement human-staffed IT support desks. This raises the question of whether investing in chatbots is warranted, given the presence of well-established traditional search tools serving a similar function. We investigate how chatbots compare to self-service search tools from the user’s perspective. We conducted three experiments and a transcript analysis study in the context of self-service IT support using a chatbot versus a search tool, both running on the same large IT support knowledge base. All three experiments found higher user satisfaction with the chatbot than with the search tool. The main study investigated two potential theoretical mechanisms underlying these effects: (i) perceived assistance and (ii) co-creating questions with the chatbot to find an answer. Both significantly contributed to users’ satisfaction and willingness to use, with perceived assistance fully mediating the effect of the chatbot. The transcript analysis study showed that 57 % of user questions were quickly answered (1–2 conversation turns), and another 22 % quickly abandoned without an answer. Co-creation was important in successfully answering the remaining 21 % of questions that took longer than two conversation turns. We conclude that organizations can enhance their self-service IT support by integrating chatbots alongside existing traditional search tools. This transformation effectively shifts the self-service experience into an AI-assisted service experience for users.</div></div>","PeriodicalId":48422,"journal":{"name":"International Journal of Information Management","volume":"84 ","pages":"Article 102938"},"PeriodicalIF":20.1,"publicationDate":"2025-06-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144322562","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0