Online Labor Platforms and the Role of Job Security and Compensation (Mis)Fits for Gig Workers

2023 | International Conference on Information Systems | Citations: 1

Authors: Adam, Martin; Wiener, Martin; Benlian, Alexander

Abstract: Online labor platforms (OLPs) use algorithms to manage their workers. Prior res ... Expand

Abstract: Online labor platforms (OLPs) use algorithms to manage their workers. Prior research has examined how OLP management shapes workers' attitudes, implicitly assuming that workers have the same preferences. However, research has largely neglected the role of (mis)fits between what workers need and what they receive from OLPs. Therefore, we conducted a survey with 121 Mechanical Turk workers and used polynomial regression analysis of workers' actual needs and perceived OLP supplies. Our results suggest that higher job security fit decreases perceived exploitation and increases system satisfaction, whereas higher compensation fit decreases perceived exploitation. In addition, we find that job security misfit has decreasing marginal effects on perceived exploitation and increasing marginal effects on system satisfaction. Overall, we contribute to a more nuanced understanding of workers' reactions to the design of OLPs by shedding light on the interplay between what gig workers need and what they perceive to receive from such platforms. Collapse

Topics: IS satisfaction platform worker algorithmic management digital platform ride sharing platform

Methods: survey regression analysis method cross sectional research polynomial regression theoretical contribution

Toward Designing Innovation Learning Experiences: Examining Engagement and Affective Traits Based on Learner and Course Characteristics

2023 | HICSS | Citations: 0

Authors: Collins, Regina; Deek, Fadi

Abstract: Expanding innovation education research beyond the business domain, this study i ... Expand

Abstract: Expanding innovation education research beyond the business domain, this study introduces learning assignments using individual and group knowledge acquisition to mimic participation in today’s digital innovation platforms, examining learner affective and course characteristics as important factors for designing appropriate innovation learning experiences. Findings suggest that graduate students are more engaged and report higher perceptions of quality and quantity of social capital as well as learning from such assignments and also report higher perceptions of affective characteristics. Groups assigned by instructors (rather than self-selected) are also more engaged with higher perceptions of learning and quantity of social capital. Learners for whom the course is in their degree program are also more engaged, storing more knowledge resources individually and reporting higher perceptions of perceived learning, quantity of social capital, task value, and system satisfaction. Together, these findings have practical implications for educators seeking to engage students in meaningful innovation learning experiences. Collapse

Topics: social capital self efficacy IS satisfaction innovation management knowledge creation

Methods: Student's t-test parametric test survey descriptive statistic survey design

Anthropomorphism of AI-based Intelligent Customer Service, and Its Affective and Behavioral Consequences

2022 | HICSS | Citations: 0

Authors: Chang-Chien, Yu-Ting; Cheng, Jacob Chun; Hsu, Shih-Chieh; Yeh, Yi Wen

Abstract: Recently, as many users turn to social media to interact with service providers, ... Expand

Abstract: Recently, as many users turn to social media to interact with service providers, organizations apply Artificial intelligence (AI) to improve the efficiency and effectiveness of the operation. This type of customer service system is called intelligent customer service (ICS) which one of the most commonly adopted tools is chatbot. Since chatbot is AI-empowered, whether this system can effectively interact with customers and solve their problems is critical. However, the quality of ICS has received significant attention recently, and a lack of systematic study on the outcomes of anthropomorphism leaves this question unanswered in an ICS context. Based on a cognitive-affective-behavioral framework, this study attempts to understand whether anthropomorphism can promote desired behaviors (including usage and citizenship behaviors) through enhancing affective outcomes, such as satisfaction and identity. Data collected from 183 chatbotICS users, this study illustrates how anthropomorphism can increase quality, enhance satisfaction and identity. Furthermore, we also show that satisfaction and identity lead to further usage and citizenship behaviors. This highlights the importance of increasing anthropomorphism for the chatbot-ICS. Collapse

Topics: customer service artificial intelligence service-support information system robotic system quality

Methods: chatbot survey factor analysis descriptive statistic cross sectional research

Does Information Systems Support for Creativity Enhance Effective Information Systems Use and Job Satisfaction in Virtual Work?

2022 | Information Systems Frontiers | Citations: 1

Authors: Cho, Jeewon; Park, Insu

Abstract: Virtual work has increasingly gained global popularity in the business community ... Expand

Abstract: Virtual work has increasingly gained global popularity in the business community, with virtuality becoming integrated into traditional office work settings. As the essence of virtuality comprises geographic dispersion and information systems (IS) use, the implementation of a wide variety of novel and advanced information technologies (IT)/IS as productivity and communication tools have fueled the trend in which virtual work permeates the modern workplace. Despite the heavy use of advanced IT/IS as an integral part of virtual work, our understanding on identifying the work dynamics between IS-related antecedents and employee work outcomes in virtual work contexts is still limited. Drawing on efficacy theory, this study focuses on two important IS-related antecedents within virtual work contexts—IS support for creativity and effective IS use—and their effects on job satisfaction. Specifically, we examine the mediating effect of effective IS use on the relationship between IS support for creativity and job satisfaction above and beyond the perceived usefulness and IS satisfaction, which have previously been recognized as impactful antecedents for IS-related effectiveness. To test the posited hypotheses, data were collected (N = 504) from an online survey platform. Using multiple mediation analyses, the study results confirm our hypotheses that (1) IS support for creativity is positively related to job satisfaction in virtual work settings; and (2) effective IS use mediates the relationship between IS support for creativity and job satisfaction even after controlling for perceived usefulness and IS satisfaction, which indicates the unique explanatory power of effective IS use for increased job satisfaction in virtual work settings. Implications for theory and practice are discussed. Collapse

Topics: information system use job satisfaction remote work IT supported collaboration system support

Methods: survey theory development structural equation modeling survey design mediation analysis

What are the critical value attributes sought by software users?

2022 | Americas Conference on Information Systems | Citations: 0

Authors: Kakar, Ashish; kakar, adarsh kumar

Abstract: Using a grounded theory approach, our study identified 6 types of values deriv ... Expand

Abstract: Using a grounded theory approach, our study identified 6 types of values derived by software users. Although the participants in the debriefing session agreed with the values sought by them in using software as well as with the items in these values, there were differences in opinion about which values were critical to them. They asked whether we could analyze the data or collect more data to objectively find out the critical values in software use. We found the request to be interesting and conducted this study to investigate. We conducted the study using the widely accepted Kano model for attribute classification. The finding show that as expected items identified under Psychological Safety (comfort value) and Quality Value were key (must-have) for software users. By finding out the critical values in software use, perhaps for the first time in literature, this study has implications for software project managers and product managers in prioritizing the valuable features they should provide in their software application or product. Collapse

Topics: information system use IS satisfaction user experience IT project

Methods: regression analysis method survey factor analysis data transformation qualitative coding

Theories: two-factor theory

IS incident recovery and service value: a service-dominant logic view

2022 | European Journal of Information Systems | Citations: 0

Authors: Najjar, Mohammad S.; Kettinger, William J.; Kettinger, Lynda D.

Abstract: IS service delivery failures inside companies are value diminishing events. Info ... Expand

Abstract: IS service delivery failures inside companies are value diminishing events. Information systems service providers seek to limit this value destruction but lack guidance on IS incident resolution actions that satisfy users and preserve IS service value. We apply Service-Dominant Logic (SDL) to explore what is relevant to users’ recovery service experiences while interacting with IS service providers. We use an integrated research approach including qualitative and quantitative data. We uncover actions that lead to a satisfying incident recovery and categorise them into three recovery components (responsive handling interactions, supportive communicating interactions, and effective resolving actions) that reflect IS provider resource exchanges of information, knowledge, and service skills with users in resolving incidents. We integrate these three recovery components as factors in our research model and test direct and moderating effects on value outcomes. We find that users’ recovery satisfaction results from both a “fix it fast and fully” perspective and a sense of effort and fairness conveyed. Results point to managers preserving overall IS service satisfaction and service quality by facilitating proper resource exchanges during an incident recovery. Collapse

Topics: service quality IS satisfaction IS service quality participatory design IS failure

Methods: qualitative interview design methodology survey theory development survey design

Theories: service-dominant logic

Investigating User Satisfaction: An Adaptation of IS Success Model for Short-term Use

2022 | Americas Conference on Information Systems | Citations: 0

Authors: Zhang, Lidan; Tulu, Bengisu; Djamasbi, Soussan

Abstract: Research studies investigating the acceptance of information systems mostly foc ... Expand

Abstract: Research studies investigating the acceptance of information systems mostly focused on systems designed for long-term use without considering systems designed for one-time or short-term use. However, systems designed for short-term use are part of the health information technology portfolio. We propose a theoretical model inspired by the D&M IS success model to investigate user satisfaction, as a measure of acceptance, with a web-based decision aid designed for short-term use to support "goals of care" decisionmakers. We hypothesize that media richness, perceived social presence, and trust affect system quality and information quality, which affects user satisfaction and implementation outcomes. We propose a mixedmethods study to test our hypotheses using eye-tracking, surveys, and interviews. Collapse

Topics: user satisfaction usability user experience social presence media richness

Methods: survey oculometry qualitative interview theory development statistical hypothesis test

Theories: information systems success model

Continued use of wearable fitness technology: A value co-creation perspective

2021 | International Journal of Information Management | Citations: 0

Authors: Windasari, Nila Armelia; Lin, Fu-ren; Kato-Lin, Yi-Chin

Abstract: Despite the widespread adoption of the wearable fitness tracker (WFT), the pheno ... Expand

Abstract: Despite the widespread adoption of the wearable fitness tracker (WFT), the phenomenon of acceptancediscontinuance has limited their value. This phenomenon has called attention to the issue of continued WFT use, with emphasis on how the value of the WFT can be sustained. Using the concept of value co-creation, this research aims to understand the effects of actor-to-actor interactions on continued use of a WFT, with a specific focus on the interactions generated through two WFT services: choice and involvement of dietitians. Considering a WFT’s service system as part of the greater healthcare ecosystem, this paper also considers the moderating role of self-efficacy in health management as an internal factor and healthcare system satisfaction as an external factor. A randomized experimentation using a scenario-based survey was conducted, and the data generated by 423 participants were analyzed. The results emphasize the significant positive effect of dietitian involvement on users’ intentions to continue using their WFT. Dietitian involvement not only improves continued use intention, but also realizes the effect of choice. The positive effect of dietitian involvement is robust, regardless of user satisfaction with the healthcare service system. Self-efficacy in health management also plays a key role in positively moderating the effect of choice on continued use intention. This study expands information system literature by providing theoretical insights into continued use from the perspective of value-co-creation. Our findings also have implications for the development of service systems for fitness wearables. Collapse

Topics: participatory design self efficacy usage intention smart wearable device IS satisfaction

Methods: design methodology survey experiment parametric test two-way ANOVA

Cloud Computing Adoption: A Literature Review on What Is New and What We Still Need to Address

2021 | Communications of the Association for Information Systems | Citations: 0

Authors: Wulf, Frederik; Westner, Markus; Strahringer, Susanne

Abstract: Research on cloud computing (CC) has emerged in recent years as the technology ... Expand

Abstract: Research on cloud computing (CC) has emerged in recent years as the technology has become increasingly important for organizations. As such, practitioners have found it difficult to easily identify what determines CC adoption based on the numerous papers in this regard. Moreover, to add value, further research in the field should identify what research still needs to address. In this vein, we descriptively reviewed 39 papers and integrated the results from a previous review on 23 papers from 2014 to compare findings across studies. We identified 44 determinant factors that exhibit consistent directional influence on the dependent meta-variable "CC adoption" and, thus, extend previous literature reviews with respect to asset, client, and environmental characteristics. We then critically reviewed the research landscape to identify what it has and has not yet covered. In particular, future research should specifically regard the adoption of infrastructure-, platform-, and everything-as-a-service and private, hybrid, and multi-cloud deployment. It should investigate vendor, solution, and individual characteristics and analyze information systems or decision makers. Collapse

Topics: cloud computing platform as a service privacy infrastructure as a service outsourcing

Methods: literature sample literature study qualitative coding mixed method survey

The Impact of Integration on Application Success and Customer Satisfaction in Mobile Device Platforms

2020 | Business & Information Systems Engineering | Citations: 3

Authors: Bender, Benedict

Abstract: Digital software platforms allow third parties to develop applications and thus ... Expand

Abstract: Digital software platforms allow third parties to develop applications and thus extend their functionality. Platform owners provide platform boundary resources that allow for application development. For developers, platform integration, understood as the employment of platform resources, helps to realize application functionality effectively. Simultaneously, it requires integration effort and increases dependencies. Developers are interested to know whether integration contributes to success in hypercompetitive platform settings. While aspects of platform participation have been studied, research on a comprehensive notion of integration and related implications are missing. By proposing a platform integration model, this study supports a better understanding of integration. Concerning dynamics related to integration, effects were tested using information from over 82,000 Apple AppStore applications. Regression model analysis reveals that application success and customer satisfaction is positively influenced by platform integration. To achieve superior results, developers should address multiple aspects of integration, such as devices, data, the operating system, the marketplace as well as other applications, and provide updates. Finally, the study highlights the importance for all platform participants and their possibilities to employ integration as a strategic instrument. Collapse

Topics: IS success customer satisfaction digital platform iOS system integration

Methods: regression analysis method linear regression analysis statistical hypothesis test theoretical contribution time series analysis