Mis Quarterly最新文献

筛选
英文 中文
Profit vs. Equality? The Case of Financial Risk Assessment and a New Perspective on Alternative Data 利润vs.平等?金融风险评估案例与替代数据新视角
IF 7.3 2区 管理学
Mis Quarterly Pub Date : 2023-12-01 DOI: 10.25300/misq/2023/17330
Tian Lu, Yingjie Zhang, Beibei Li
{"title":"Profit vs. Equality? The Case of Financial Risk Assessment and a New Perspective on Alternative Data","authors":"Tian Lu, Yingjie Zhang, Beibei Li","doi":"10.25300/misq/2023/17330","DOIUrl":"https://doi.org/10.25300/misq/2023/17330","url":null,"abstract":"<style>#html-body [data-pb-style=OLYHIW7]{justify-content:flex-start;display:flex;flex-direction:column;background-position:left top;background-size:cover;background-repeat:no-repeat;background-attachment:scroll}</style><br/>The importance of pursuing financial inclusion to accelerate economic growth and enhance financial sustainability has been well noted. However, studies have provided few actionable insights into how financial institutions can balance the potential socioeconomic trade-off between profitability and equality. One major challenge arises from a lack of understanding of the impacts of various types of market information available on financial equality beyond economic profitability. Another challenge lies in how the socioeconomic trade-off under a large set of counterfactual policies in a real-world setting can be evaluated. Our motivation for the present study was the emerging sources of digitized user-behavior data (i.e., “alternative data”) stemming from the high penetration of mobile devices and internet access. Accordingly, we investigated how alternative data from smartphones and social media can help mitigate potential financial inequality while preserving business profitability in the context of financial credit risk assessment. We partnered with a leading microloan website to design a novel “meta” experiment that allowed us to simulate various real-world field experiments under an exhaustive set of counterfactual policies. Interestingly, we found that profiling user financial risk using smartphone activities is 1.3 times more effective in improving financial inclusion than using online social media information (23.05% better vs. 18.11%), and nearly 1.3 times more effective in improving business profitability (42% better vs. 33%). Surprisingly, we found that using consumers’ online shopping activities for credit risk profiling can hurt financial inclusion. Furthermore, we investigated potential explanations for financial inclusion improvements. Our findings suggest that alternative data, especially users’ smartphone activities, not only demonstrate higher ubiquity but also appear to be more orthogonal to conventional sensitive demographic attributes. This, in turn, can help mitigate statistical bias driven by the unobserved factors or underrepresentative training samples in machine-based risk assessment processes.","PeriodicalId":49807,"journal":{"name":"Mis Quarterly","volume":" 730","pages":""},"PeriodicalIF":7.3,"publicationDate":"2023-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138475763","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}
引用次数: 0
Comparing Platform Owners’ Early and Late Entry into Complementary Markets 比较平台所有者早期和后期进入互补市场的情况
IF 7.3 2区 管理学
Mis Quarterly Pub Date : 2023-12-01 DOI: 10.25300/misq/2023/17413
Runyu Shi, Aleksi Aaltonen, Ola Henfridsson, Ram D. Gopal
{"title":"Comparing Platform Owners’ Early and Late Entry into Complementary Markets","authors":"Runyu Shi, Aleksi Aaltonen, Ola Henfridsson, Ram D. Gopal","doi":"10.25300/misq/2023/17413","DOIUrl":"https://doi.org/10.25300/misq/2023/17413","url":null,"abstract":"<style>#html-body [data-pb-style=D17AMR8]{justify-content:flex-start;display:flex;flex-direction:column;background-position:left top;background-size:cover;background-repeat:no-repeat;background-attachment:scroll}</style>Research on platform owners’ entry into complementary markets points in divergent directions. One strand of the literature reports a squeeze on post-entry complementor profits due to increased competition, while another observes positive effects as increased customer attention and innovation benefit the complementary market as a whole. In this research note, we seek to transcend these conflicting views by comparing the effects of the early and late timing of platform owners’ entry. We apply a difference-in-differences design to explore the drivers and effects of the timing of platform owners’ entry using data from three entries that Amazon made into its Alexa voice assistant’s complementary markets. Our findings suggest that early entry is driven by the motivation to boost the overall value creation of the complementary market, whereas late entry is driven by the motivation to capture value already created in a key complementary market. Importantly, our findings suggest that early entry, in contrast to late entry, creates substantial consumer attention that benefits complementors offering specialized functionality. In addition, the findings also suggest that complementors with more experience are more likely to benefit from the increased consumer attention. We contribute to platform research by showing that the timing of the platform owner’s entry matters in a way that can potentially reconcile conflicting findings regarding the consequences of platform owners’ entry into complementary markets.","PeriodicalId":49807,"journal":{"name":"Mis Quarterly","volume":" 734","pages":""},"PeriodicalIF":7.3,"publicationDate":"2023-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138475759","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}
引用次数: 0
Let Artificial Intelligence Be Your Shelf Watchdog: The Impact of Intelligent Image Processing-Powered Shelf Monitoring on Product Sales 让人工智能成为你的货架看门狗:智能图像处理驱动的货架监控对产品销售的影响
IF 7.3 2区 管理学
Mis Quarterly Pub Date : 2023-09-01 DOI: 10.25300/misq/2022/16813
Yipu Deng, Jinyang Zheng, Liqiang Huang, Karthik Kannan
{"title":"Let Artificial Intelligence Be Your Shelf Watchdog: The Impact of Intelligent Image Processing-Powered Shelf Monitoring on Product Sales","authors":"Yipu Deng, Jinyang Zheng, Liqiang Huang, Karthik Kannan","doi":"10.25300/misq/2022/16813","DOIUrl":"https://doi.org/10.25300/misq/2022/16813","url":null,"abstract":"<style>#html-body [data-pb-style=VPWOU9T]{justify-content:flex-start;display:flex;flex-direction:column;background-position:left top;background-size:cover;background-repeat:no-repeat;background-attachment:scroll}</style>We collaborated with a leading fast-moving consumer goods (FMCG) manufacturer to investigate how intelligent image processing (IIP)-based shelf monitoring aids manufacturers’ shelf management by using data from a quasi-experiment and a field experiment. We discovered that such artificial intelligence (AI) assistance significantly and consistently improves product sales. Several underlying mechanisms were revealed by our quantitative and qualitative analysis. First, retailers are more likely to comply due to the greater monitoring effectiveness enabled by AI assistance. Second, the positive effect of IIP-based shelf monitoring partially persists after it is terminated, implying that human learning takes place. Third, the value of IIP-based shelf monitoring can be attributed to independent retailers rather than chain retailers. Since the degree of contract heterogeneity is the major difference between these retailers in terms of monitoring, this finding further suggests that AI is relatively more scalable when coping with more heterogeneous instances. Apart from these great benefits, we demonstrate the low marginal costs of implementing IIP-powered shelf monitoring, which indicates its long-term applicability and potential to generate incremental value. Our research contributes to several literature streams and provides managerial insights for practitioners who consider AI-assisted operational models.","PeriodicalId":49807,"journal":{"name":"Mis Quarterly","volume":"19 9","pages":""},"PeriodicalIF":7.3,"publicationDate":"2023-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50164530","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}
引用次数: 0
The Cost of Free: The Effects of “Wait-for-Free” Pricing Schemes on the Monetization of Serialized Digital Content 免费的成本:“等待免费”定价方案对序列化数字内容货币化的影响
IF 7.3 2区 管理学
Mis Quarterly Pub Date : 2023-09-01 DOI: 10.25300/misq/2022/17196
Angela Aerry Choi, Ki-Eun Rhee, Chamna Yoon, Wonseok Oh
{"title":"The Cost of Free: The Effects of “Wait-for-Free” Pricing Schemes on the Monetization of Serialized Digital Content","authors":"Angela Aerry Choi, Ki-Eun Rhee, Chamna Yoon, Wonseok Oh","doi":"10.25300/misq/2022/17196","DOIUrl":"https://doi.org/10.25300/misq/2022/17196","url":null,"abstract":"<style>#html-body [data-pb-style=GGMH70J]{justify-content:flex-start;display:flex;flex-direction:column;background-position:left top;background-size:cover;background-repeat:no-repeat;background-attachment:scroll}</style>Leveraging a combination of analytical frameworks and empirical assessments, this study investigates the effects of wait-for-free (WFF) pricing schemes on the monetization of serialized, digital entertainment content, which has become increasingly pervasive on online platforms. WFF pricing is a strategy in which consumers are given the option to either wait a certain amount of time to acquire digital content at no cost or pay to consume it immediately. We evaluate the extent to which habit formation and present-biased preferences driven by the consumption of addictive stock affect individual consumers’ willingness to wait (or pay) for content, which, in turn, determines the efficacy of WFF pricing. We also examine the conditions under which consumers switch from waiting for free content to instantaneously purchasing content. Our findings indicate that WFF pricing increases the sales of serialized digital content, generating new demand from customers who would otherwise forgo participation in the market. In addition, the pricing design effectively generates sustained profits in the long run. We found that most consumers who initiate a purchase either upon initial market entry or upon switching continue to purchase as new episodes become available. Moreover, the results indicate that as a user accumulates free episodes of a specific series, given extended waiting periods, the likelihood of their conversion from a wait-for-free customer to an instant-purchase customer increases. In particular, WFF pricing effectively augments the willingness to pay of low-valuation consumers as habit formation builds up through time with the free consumption of serialized content. One free episode can elevate the likelihood of consumer purchase by up to 13%. However, as the number of free episodes consumed goes beyond a threshold, the likelihood of conversion decreases. We conclude with a discussion of managerial implications that can help content providers monetize their serialized digital content products.","PeriodicalId":49807,"journal":{"name":"Mis Quarterly","volume":"19 1","pages":""},"PeriodicalIF":7.3,"publicationDate":"2023-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50164537","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}
引用次数: 0
Exploiting Expert Knowledge for Assigning Firms to Industries: A Novel Deep Learning Method 利用专家知识为企业分配行业:一种新的深度学习方法
IF 7.3 2区 管理学
Mis Quarterly Pub Date : 2023-09-01 DOI: 10.25300/misq/2022/17171
Xiaohang Zhao, Xiao Fang, Jing He, Lihua Huang
{"title":"Exploiting Expert Knowledge for Assigning Firms to Industries: A Novel Deep Learning Method","authors":"Xiaohang Zhao, Xiao Fang, Jing He, Lihua Huang","doi":"10.25300/misq/2022/17171","DOIUrl":"https://doi.org/10.25300/misq/2022/17171","url":null,"abstract":"<style>#html-body [data-pb-style=NRKL16R]{justify-content:flex-start;display:flex;flex-direction:column;background-position:left top;background-size:cover;background-repeat:no-repeat;background-attachment:scroll}</style>Industry assignment, which assigns firms to industries according to a predefined industry classification system (ICS), is fundamental to a large number of critical business practices, ranging from operations and strategic decision-making by firms to economic analyses by government agencies. Three types of expert knowledge are essential to effective industry assignment: definition-based knowledge (i.e., expert definitions of each industry), structure-based knowledge (i.e., structural relationships among industries as specified in an ICS), and assignment-based knowledge (i.e., prior firm-industry assignments performed by domain experts). Existing industry assignment methods utilize only assignment-based knowledge to learn a model that classifies unassigned firms to industries, overlooking definition-based and structure-based knowledge. Moreover, these methods only consider which industry a firm has been assigned to, ignoring the time-specificity of assignment-based knowledge, i.e., when the assignment occurs. To address the limitations of existing methods, we propose a novel deep learning-based method that not only seamlessly integrates the three types of knowledge for industry assignment but also takes the time-specificity of assignment-based knowledge into account. Methodologically, our method features two innovations: dynamic industry representation and hierarchical assignment. The former represents an industry as a sequence of time-specific vectors by integrating the three types of knowledge through our proposed temporal and spatial aggregation mechanisms. The latter takes industry and firm representations as inputs, computes the probability of assigning a firm to different industries, and assigns the firm to the industry with the highest probability. We conduct extensive evaluations with two widely used ICSs and demonstrate the superiority of our method over prevalent existing methods.","PeriodicalId":49807,"journal":{"name":"Mis Quarterly","volume":"19 7","pages":""},"PeriodicalIF":7.3,"publicationDate":"2023-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50164531","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}
引用次数: 0
Nudging Private Ryan: Mobile Microgiving under Economic Incentives and Audience Effects 轻推大兵瑞恩:经济激励和受众效应下的移动微捐赠
IF 7.3 2区 管理学
Mis Quarterly Pub Date : 2023-09-01 DOI: 10.25300/misq/2022/16643
Dongwon Lee, Anandasivam Gopal, Dokyun Lee, Dongwook Shin
{"title":"Nudging Private Ryan: Mobile Microgiving under Economic Incentives and Audience Effects","authors":"Dongwon Lee, Anandasivam Gopal, Dokyun Lee, Dongwook Shin","doi":"10.25300/misq/2022/16643","DOIUrl":"https://doi.org/10.25300/misq/2022/16643","url":null,"abstract":"<style>#html-body [data-pb-style=OQ4RCF8]{justify-content:flex-start;display:flex;flex-direction:column;background-position:left top;background-size:cover;background-repeat:no-repeat;background-attachment:scroll}</style>Technology-augmented choice-making impacts many facets of business. The use of economic incentives under the ubiquitous mobile ecosystem for prosocial behavior has been shown to be particularly effective. We build on the previous work on this topic and study how mobile-based economic incentives and environments influence charitable giving behavior. In contrast to traditional fund-raising, we consider the use of mobile devices to generate giving in small denominations, which we term microgiving. In collaboration with a US-based mobile app provider, we incorporated a functionality that allowed users to contribute their in-app reward points to charity. To encourage donations, we used economic incentives in the form of monetary subsidies, i.e., rebates or matching grants, as well as digital nudges in the form of push notifications. We studied the effects of these factors on giving behavior across two large-scale field experiments. Focusing on the different aspects of smartphones that could differentially impact charitable giving behavior—namely the intensely private and personal nature of smartphones—we examined how the visibility of donation decisions affects giving behavior by toggling audience effects. Our results show that the effectiveness of incentives is contingent upon the magnitude of the incentive as well as the extent to which individual decisions are visible to others. To situate our results in relation to the traditional medium of charitable giving, we propose an analytical model that internalizes the subsidy rates and the audience effect. This study provides initial empirical evidence and an analytical model to advance technology-augmented charitable giving that can provide insights to organizations and service providers.","PeriodicalId":49807,"journal":{"name":"Mis Quarterly","volume":"18 25","pages":""},"PeriodicalIF":7.3,"publicationDate":"2023-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50164538","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}
引用次数: 0
Crowdfunding Success Effects on Financing Outcomes for Startups: A Signaling Theory Perspective 众筹成功对创业公司融资结果的影响:信号理论视角
IF 7.3 2区 管理学
Mis Quarterly Pub Date : 2023-09-01 DOI: 10.25300/misq/2022/16620
Sunghan Ryu, Keongtae Kim, Jungpil Hahn
{"title":"Crowdfunding Success Effects on Financing Outcomes for Startups: A Signaling Theory Perspective","authors":"Sunghan Ryu, Keongtae Kim, Jungpil Hahn","doi":"10.25300/misq/2022/16620","DOIUrl":"https://doi.org/10.25300/misq/2022/16620","url":null,"abstract":"<style>#html-body [data-pb-style=QU98EO3]{justify-content:flex-start;display:flex;flex-direction:column;background-position:left top;background-size:cover;background-repeat:no-repeat;background-attachment:scroll}</style>This study adopts a signaling theory perspective to examine whether and how crowdfunding (relative to angel financing) influences subsequent venture capital (VC) investments in startups. We used a bivariate probit model with propensity score matching to address the potential endogeneity of the initial funding choice. Subsequently, we found that crowdfunded startups have a lower chance of receiving VC funding than angel-financed startups and that the effect is more negative for startups located outside of startup cluster cities. We show that corporate VCs, unlike independent VCs comprising the majority of VCs, favor crowdfunded startups. Our study contributes to the literature on crowdfunding, startup finance, and the transformative effects of IT-enabled platforms. This study further discusses the practical implications of crowdfunding in startup finance ecosystems.","PeriodicalId":49807,"journal":{"name":"Mis Quarterly","volume":"19 6","pages":""},"PeriodicalIF":7.3,"publicationDate":"2023-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50164532","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}
引用次数: 0
Economic Impacts of Platform-Endorsed Quality Certification: Evidence from Airbnb 平台认可的质量认证的经济影响:来自Airbnb的证据
IF 7.3 2区 管理学
Mis Quarterly Pub Date : 2023-09-01 DOI: 10.25300/misq/2022/16958
Sanjeev Dewan, Jooho Kim, Tingting Nian
{"title":"Economic Impacts of Platform-Endorsed Quality Certification: Evidence from Airbnb","authors":"Sanjeev Dewan, Jooho Kim, Tingting Nian","doi":"10.25300/misq/2022/16958","DOIUrl":"https://doi.org/10.25300/misq/2022/16958","url":null,"abstract":"<style>#html-body [data-pb-style=XUI02HN]{justify-content:flex-start;display:flex;flex-direction:column;background-position:left top;background-size:cover;background-repeat:no-repeat;background-attachment:scroll}</style>We contribute to the emerging literature on quality certification by digital platforms by studying the launch of the Airbnb Plus service, wherein the platform inspects properties and provides a badge that presumably signals the quality of the property and the reliability of the host. Our identification strategy relies on the fact that the Airbnb Plus service was launched in different cities at different times, and listings within the cities received the certification at different times. Using a staggered difference-in-differences estimation strategy in conjunction with suitable matching methods, we found that the Airbnb Plus certification increased the weekly booking rate of Plus listings by about 6.8% on average (direct effect). We also found some evidence that non-Plus listings saw a temporary decline in booking rate when one or more nearby properties received a Plus certification (externality effect). The net impact of the Airbnb Plus service on the platform itself was an annual increase in revenue of about $37,500 for the average 2-kilometer zone in a U.S. city that included one or more Plus listings, as compared to matched zones without any Plus listings (local platform effect). We performed additional analyses, including a randomized experiment, to demonstrate the robustness of our findings. Overall, our results suggest that platform-endorsed quality certification has significant economic impacts—not just on the listings that receive the certification but on other listings on the platform as well as on the platform itself.","PeriodicalId":49807,"journal":{"name":"Mis Quarterly","volume":"19 4","pages":""},"PeriodicalIF":7.3,"publicationDate":"2023-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50164534","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}
引用次数: 1
Extracting Actionable Insights from Text Data: A Stable Topic Model Approach 从文本数据中提取可操作的见解:一种稳定的主题模型方法
IF 7.3 2区 管理学
Mis Quarterly Pub Date : 2023-09-01 DOI: 10.25300/misq/2022/16957
Yi Yang and Ramanath Subramanyam
{"title":"Extracting Actionable Insights from Text Data: A Stable Topic Model Approach","authors":"Yi Yang and Ramanath Subramanyam","doi":"10.25300/misq/2022/16957","DOIUrl":"https://doi.org/10.25300/misq/2022/16957","url":null,"abstract":"<style>#html-body [data-pb-style=HT8IJA3]{justify-content:flex-start;display:flex;flex-direction:column;background-position:left top;background-size:cover;background-repeat:no-repeat;background-attachment:scroll}</style>Topic models are becoming a frequently employed tool in the empirical methods repertoire of information systems and management scholars. Given textual corpora, such as consumer reviews and online discussion forums, researchers and business practitioners often use topic modeling to either explore data in an unsupervised fashion or generate variables of interest for subsequent econometric analysis. However, one important concern stems from the fact that topic models can be notorious for their instability, i.e., the generated results could be inconsistent and irreproducible at different times, even on the same dataset. Therefore, researchers might arrive at potentially unreliable results regarding the theoretical relationships that they are testing or developing. In this paper, we attempt to highlight this problem and suggest a potential approach to addressing it. First, we empirically define and evaluate the stability problem of topic models using four textual datasets. Next, to alleviate the problem and with the goal of extracting actionable insights from textual data, we propose a new method, Stable LDA, which incorporates topical word clusters into the topic model to steer the model inference toward consistent results. We show that the proposed Stable LDA approach can significantly improve model stability while maintaining or even improving the topic model quality. Further, employing two case studies related to an online knowledge community and online consumer reviews, we demonstrate that the variables generated from Stable LDA can lead to more consistent estimations in econometric analyses. We believe that our work can further enhance management scholars’ collective toolkit to analyze ever-growing textual data.","PeriodicalId":49807,"journal":{"name":"Mis Quarterly","volume":"19 2","pages":""},"PeriodicalIF":7.3,"publicationDate":"2023-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50164536","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}
引用次数: 0
The Power of Identity Cues in Text-Based Customer Service: Evidence from Twitter 基于文本的客户服务中的身份提示的力量:来自Twitter的证据
IF 7.3 2区 管理学
Mis Quarterly Pub Date : 2023-09-01 DOI: 10.25300/misq/2022/17366
Yang Gao, Huaxia Rui, Shujing Sun
{"title":"The Power of Identity Cues in Text-Based Customer Service: Evidence from Twitter","authors":"Yang Gao, Huaxia Rui, Shujing Sun","doi":"10.25300/misq/2022/17366","DOIUrl":"https://doi.org/10.25300/misq/2022/17366","url":null,"abstract":"<style>#html-body [data-pb-style=UQ5I0O8]{justify-content:flex-start;display:flex;flex-direction:column;background-position:left top;background-size:cover;background-repeat:no-repeat;background-attachment:scroll}</style>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.","PeriodicalId":49807,"journal":{"name":"Mis Quarterly","volume":"19 3","pages":""},"PeriodicalIF":7.3,"publicationDate":"2023-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"50164535","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}
引用次数: 0
0
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
确定
请完成安全验证×
相关产品
×
本文献相关产品
联系我们:info@booksci.cn Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。 Copyright © 2023 布克学术 All rights reserved.
京ICP备2023020795号-1
ghs 京公网安备 11010802042870号
Book学术文献互助
Book学术文献互助群
群 号:604180095
Book学术官方微信