International Journal of Information Management最新文献_第6页

The impact of generative AI shopping assistants on E-commerce consumer motivation and behavior: Consumer-AI interaction design 生成式人工智能购物助手对电子商务消费者动机和行为的影响：消费者-人工智能交互设计

IF 27 1区管理学

International Journal of Information Management Pub Date : 2026-02-01 Epub Date: 2025-10-03 DOI: 10.1016/j.ijinfomgt.2025.102983

Guanghong Xie

{"title":"The impact of generative AI shopping assistants on E-commerce consumer motivation and behavior: Consumer-AI interaction design","authors":"Guanghong Xie","doi":"10.1016/j.ijinfomgt.2025.102983","DOIUrl":"10.1016/j.ijinfomgt.2025.102983","url":null,"abstract":"<div><div>Generative AI (Gen AI) shopping assistants have been extensively studied—both theoretically and empirically—for their impact on consumer experiences in developed-country e-commerce platforms. However, cultural, economic, and technological differences may constrain applicability in developing-country contexts. This study examines both the “lights and shadows” of Gen AI shopping assistants in developing countries, focusing on how these assistants shape the consumer motivation–behaviour process. We conduct a review from the perspectives of human–computer interaction (HCI), cognitive psychology, and marketing to assess the current state and challenges of Gen AI shopping assistants. Based on this review, we have developed the Motivation–Expectation Management Model (MEMM) to complete the following cycle: Motivation → HCI → Expectation Confirmation → Satisfaction and Repurchase → (feedback to) Motivation. We then collect data from consumers using the “Taobao Wenwen” Gen AI shopping assistant within the Taobao app in China and employ a mixed-methods approach to test the significance, importance, and necessity of the MEMM. (1) Extrinsic motivation exerts a greater influence on personalzation and UX than intrinsic motivation; (2) Mediation chains linking user experience, expectation confirmation, satisfaction, and repurchase intention are significant, with some relationships supported across significance, importance, and necessity analyses, while others are only partially consistent. In summary, MEMM provides both theoretical and empirical grounding for studying Gen AI shopping assistants in developing-country contexts, helps elucidate the consumer–Gen AI interaction mechanisms at play, and offers strategic guidance for sustaining a continuous cycle of interaction optimisation in e-commerce markets.</div></div>","PeriodicalId":48422,"journal":{"name":"International Journal of Information Management","volume":"86 ","pages":"Article 102983"},"PeriodicalIF":27.0,"publicationDate":"2026-02-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145227144","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

The literacy paradox: How AI literacy amplifies biases in evaluating AI-generated news articles 识字悖论：人工智能识字如何放大评估人工智能生成的新闻文章的偏见

IF 27 1区管理学

International Journal of Information Management Pub Date : 2026-02-01 Epub Date: 2025-11-01 DOI: 10.1016/j.ijinfomgt.2025.102992

WooJin Kim , Yuhosua Ryoo

引用次数: 0

Technology mediated routines and their effects on organizational performance: An integrated affordance theoretic approach 技术介导的日常行为及其对组织绩效的影响：一种综合支持理论方法

IF 27 1区管理学

International Journal of Information Management Pub Date : 2026-02-01 Epub Date: 2025-08-29 DOI: 10.1016/j.ijinfomgt.2025.102964

Dung Tien Nguyen , Onook Oh , Ronald Ramirez , Keith Guzik , Tony W. Tong

{"title":"Technology mediated routines and their effects on organizational performance: An integrated affordance theoretic approach","authors":"Dung Tien Nguyen , Onook Oh , Ronald Ramirez , Keith Guzik , Tony W. Tong","doi":"10.1016/j.ijinfomgt.2025.102964","DOIUrl":"10.1016/j.ijinfomgt.2025.102964","url":null,"abstract":"<div><div>This study addresses a critical gap in Information Systems (IS) research that applies affordance theory. While previous IS affordance research has examined how technological affordance influences organizational routines or directly impacts performance, few studies have integrated these perspectives to explore how technology-induced routine changes mediate the relationship between technological affordances and organizational performance. To fill this gap, we first built an integrated affordance theoretic model. To validate this model, we collected survey data from 338 U.S. police departments focusing on using body-worn cameras (BWC) in their daily operation. Analyzing the survey data, we empirically validated that the technical affordances of BWCs (e.g., recording capabilities and infrastructural capabilities) drive changes in policing routines, which, in turn, enhance organizational performance. A primary contribution of this research is that we integrate qualitative and quantitative perspectives developed surrounding affordance theory in the IS research community, and validate the important role of routine changes in mediating the relationship between technological affordance and organizational performance. Our findings demonstrate that these technology-induced routine changes serve as key mediators, which exert a significant impact on performance beyond technology alone. This study underscores the importance of aligning technological affordance with organizational routines to drive sustainable improvements in organizational performance.</div></div>","PeriodicalId":48422,"journal":{"name":"International Journal of Information Management","volume":"86 ","pages":"Article 102964"},"PeriodicalIF":27.0,"publicationDate":"2026-02-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144914028","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

AI-powered CRM capability model: Advancing marketing ambidexterity, profitability and competitive performance 人工智能驱动的CRM能力模型：推进营销的双重性、盈利能力和竞争绩效

IF 27 1区管理学

International Journal of Information Management Pub Date : 2026-02-01 Epub Date: 2025-10-01 DOI: 10.1016/j.ijinfomgt.2025.102981

Khadija Khamis Alnofeli , Shahriar Akter , Venkata Yanamandram , Umme Hani

{"title":"AI-powered CRM capability model: Advancing marketing ambidexterity, profitability and competitive performance","authors":"Khadija Khamis Alnofeli , Shahriar Akter , Venkata Yanamandram , Umme Hani","doi":"10.1016/j.ijinfomgt.2025.102981","DOIUrl":"10.1016/j.ijinfomgt.2025.102981","url":null,"abstract":"<div><div>The rapid adoption of Artificial Intelligence (AI)–powered Customer Relationship Management (CRM) systems has exposed a critical gap: despite substantial investment, many organisations fail to derive meaningful business value from these technologies. Recent surveys show that while AI is a strategic priority for executives, only a fraction report significant returns, with adoption challenges particularly acute in customer-facing functions. This study addresses this gap by conceptualising and empirically examining AI-powered CRM as a higher-order organisational capability. Drawing on the microfoundations of dynamic capability theory, we adopt a three-stage research design. First, a systematic scoping review and in-depth interviews with industry experts identify the core dimensions and subdimensions of AI-powered CRM capability. Second, we operationalise and validate these dimensions within a nomological network. Third, a survey of 205 banking employees in Australia tests the influence of AI-powered CRM capability on marketing ambidexterity and, in turn, on organisational outcomes. The quantitative analysis confirms that AI-powered CRM capabilities positively shape marketing ambidexterity, which subsequently enhances profitability and competitive advantage. Theoretically, the findings advance CRM research by introducing a microfoundational capability model that integrates data management, multi-channel integration, and service offerings. Practically, the study provides actionable guidance for managers seeking to close the “value realisation gap” by cultivating AI-powered CRM systems as dynamic capabilities that balance exploration and exploitation in volatile markets.</div></div>","PeriodicalId":48422,"journal":{"name":"International Journal of Information Management","volume":"86 ","pages":"Article 102981"},"PeriodicalIF":27.0,"publicationDate":"2026-02-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145227142","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

Play the game then forever can begin: Designing games to extend gameplay 玩完游戏就永远可以开始了：设计游戏来扩展游戏玩法

IF 27 1区管理学

International Journal of Information Management Pub Date : 2026-02-01 Epub Date: 2025-10-28 DOI: 10.1016/j.ijinfomgt.2025.102991

Gen-Yih Liao , Tzu-Ling Huang , Hsin-Yu Hung , Alan R. Dennis , Ching-I. Teng

{"title":"Play the game then forever can begin: Designing games to extend gameplay","authors":"Gen-Yih Liao , Tzu-Ling Huang , Hsin-Yu Hung , Alan R. Dennis , Ching-I. Teng","doi":"10.1016/j.ijinfomgt.2025.102991","DOIUrl":"10.1016/j.ijinfomgt.2025.102991","url":null,"abstract":"<div><div>Online games are among the most popular digital information systems for entertainment. Game providers frequently encounter the problem of retaining players. Players’ expressed interest in gameplay may not always be transformed into persistent gameplay behavior, posing challenges for game providers to extend players’ actual gameplay. To address this problem, we introduce a new concept, gameplay extension (measured in terms of the number of months a player actually continues playing a game), and explore how game elements can be designed to enhance gameplay extension. Drawing on goal gradient theory, we also examined the possible interplay of game design with gaming skills to formulate gameplay extension. We tested our model using multiwave and multisource data, including psychological and system-captured gameplay data from 379 players. We found that the mechanism affordance positively affects goal progress and concentration. Interestingly, concentration has a stronger effect than does goal progress on gameplay extension. Moreover, our findings uniquely clarify the pathway through which role-playing affordance extends gameplay, particularly among low-skilled players. Overall, our model explained 41% of the variance in gameplay extension, demonstrating its practical relevance. We argue that the findings apply to player-concentrated games or gamified systems.</div></div>","PeriodicalId":48422,"journal":{"name":"International Journal of Information Management","volume":"86 ","pages":"Article 102991"},"PeriodicalIF":27.0,"publicationDate":"2026-02-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145424852","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

Group closeness effects on co-owned information sharing: A multilevel perspective 群体亲密度对共有信息共享的影响：一个多层次的视角

IF 27 1区管理学

International Journal of Information Management Pub Date : 2026-02-01 Epub Date: 2025-09-16 DOI: 10.1016/j.ijinfomgt.2025.102977

Mingxin Zhang , Ofir Turel , Anne Zöll

{"title":"Group closeness effects on co-owned information sharing: A multilevel perspective","authors":"Mingxin Zhang , Ofir Turel , Anne Zöll","doi":"10.1016/j.ijinfomgt.2025.102977","DOIUrl":"10.1016/j.ijinfomgt.2025.102977","url":null,"abstract":"<div><div>Co-owned information contains personal details about multiple individuals, often nested within a social group. It is important to study the sharing of such information because its careless disclosure can violate the privacy of all co-owners. What makes such sharing decisions unique is that they are often conducted within a tight social context, the attributes of which can systematically affect the decisions of all individuals nested within the group. This necessitates multi-level theorizing and testing. Doing so, we theorize the impact of <em>group closeness</em> (a group-level attribute) on co-owned information sharing by the group members (individual-level reflections and behaviors). We tested our ideas through a deceptive procedure: ninety participants in 40 groups were asked to voluntarily share a co-owned photo of 2–3 group members, for algorithm training purposes (cover story). Hierarchical Linear Modeling revealed (1) the retained relevance of self-centered private information sharing motivators and deterrents in group contexts, and (2) a cross-level effect of group closeness: it weakened the negative effect of privacy concerns on actual co-owned information sharing. The findings underscore the role of social context in determining the potency of privacy concerns to drive the privacy behaviors of individuals nested within this context.</div></div>","PeriodicalId":48422,"journal":{"name":"International Journal of Information Management","volume":"86 ","pages":"Article 102977"},"PeriodicalIF":27.0,"publicationDate":"2026-02-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145105835","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

Not just in, but how: Leading physicians’ engagement strategies and patients’ continuous use of online medical team services 不仅仅是在，而是如何：领导医生的参与策略和患者持续使用在线医疗团队服务

IF 27 1区管理学

International Journal of Information Management Pub Date : 2025-12-01 Epub Date: 2025-08-04 DOI: 10.1016/j.ijinfomgt.2025.102963

Siqi Wang

{"title":"Not just in, but how: Leading physicians’ engagement strategies and patients’ continuous use of online medical team services","authors":"Siqi Wang","doi":"10.1016/j.ijinfomgt.2025.102963","DOIUrl":"10.1016/j.ijinfomgt.2025.102963","url":null,"abstract":"<div><div>Drawing on the signaling theory, this study investigates how the leading physicians’ two distinct engagement strategies, direct and indirect engagement, influence patients’ continuous use of online medical team (OMT) service. This study employs a mixed-methods design, using a qualitative study to support the development of hypotheses and identify additional signals that may serve as potential moderators while utilizing a quantitative approach to provide empirical examination. The findings reveal that leading physicians’ direct engagement positively predicts continuous use, while their indirect engagement is negatively associated with continuous use. The signal of OMT’s historical performance strengthens the effect of direct engagement on patient continuous use, yet it does not significantly moderate the relationship between indirect engagement and continuous use. The signal of OMT’s current performance has no significant moderating effect on either engagement strategy. The post hoc analysis shows that the leading physicians’ individual performance signal positively moderates the relationships between both direct and indirect engagement and patient continuous use. This study elucidates how leading physicians’ distinct engagement strategies serve as differential signaling mechanisms, resulting in divergent outcomes for patient continuous use. Furthermore, it highlights the interplay between these strategy-induced signals and other contextual cues within the OMT environment, collectively shaping patients’ decision-making.</div></div>","PeriodicalId":48422,"journal":{"name":"International Journal of Information Management","volume":"85 ","pages":"Article 102963"},"PeriodicalIF":27.0,"publicationDate":"2025-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144770882","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 : 2025-12-01 Epub 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":"2025-12-01","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

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 : 2025-12-01 Epub 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":"2025-12-01","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

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 : 2025-12-01 Epub 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":"2025-12-01","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