Towards More Convenient Services: A Text Analytics Approach to Understanding Service Inconveniences in Digital Platforms

2023 | HICSS | Citations: 0

Authors: Amat-Lefort, N.; Barnes, S.

Abstract: In today's fast-paced world, where time is our most valuable asset, convenience ... Expand

Abstract: In today's fast-paced world, where time is our most valuable asset, convenience is on the rise. This trend has led to a huge growth in digital on-demand services, which target convenience-oriented consumers. Using big data and text analytics, we examine the impact of service inconveniences on customer satisfaction in the context of on-demand food delivery. Building on the Model of Service Convenience and Attribution Theory, we analyze 235,147 user-generated reviews via a combination of keyword-assisted topic modelling and cumulative link model analysis. We introduce the concept of Remote support inconvenience and identify the key topics related to each inconvenience. We find that all service inconveniences negatively influence satisfaction (especially cancelled orders and remote support incidences), and the effects are exacerbated when moderated by stability or controllability attributions. These insights contribute to our theoretical understanding of service inconvenience and can help platforms identify and improve critical areas of their services. Collapse

Topics: user satisfaction customer satisfaction mobile application user-generated content crowdsourcing

Methods: natural language processing topic model exploratory data analysis ANOVA parametric test

Theories: attribution theory

THE HUMANS BEHIND ARTIFICIAL INTELLIGENCE – AN OPERATIONALISATION OF AI COMPETENCIES

2020 | European Conference On Information Systems | Citations: 0

Authors: Anton, Eduard; Behne, Alina; Teuteberg, Frank

Abstract: Despite the importance of artificial intelligence (AI) proficiency as a determi ... Expand

Abstract: Despite the importance of artificial intelligence (AI) proficiency as a determinant for AI adoption, there remains a lack of empirical research studying competencies needed to leverage AI effectively. This paper addresses this research gap with a mixed methods approach. First, we conduct a qualitative content analysis of the practical and scientific literature to derive and structure the existing body of knowledge. We subsequently perform a quantitative content analysis of 9,247 job advertisements. We merge the results using a triangulation approach and a) present a comprehensive overview of key technical and managerial competencies essential for implementing and utilising AI on an individual level, b) highlight the demand for AI-related competencies in the three occupational fields Data Science and Engineering, Software Engineering and Development, and Business Development and Sales, and c) underline the need to adapt workforce competencies to a labour market transformation induced by AI. Collapse

Topics: artificial intelligence IT skill systems development programming language digital transformation

Methods: qualitative content analysis mixed method triangulation topic model Cross-Industry Standard Process for Data Mining

Understanding the Role of Predictive and Prescriptive Analytics in Healthcare: A Multi-Stakeholder Approach

2020 | European Conference On Information Systems | Citations: 0

Authors: Oesterreich, Thuy Duong; Fitte, Christian; Behne, Alina; Teuteberg, Frank

Abstract: ... Expand

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Topics: big data analytical information system database system accounting privacy

Methods: qualitative interview literature study literature sample triangulation machine learning

Text mining of industry 4.0 job advertisements

2020 | International Journal of Information Management | Citations: 0

Authors: Pejic-Bach, Mirjana; Bertoncel, Tine; Meško, Maja; Krstić, Živko

Abstract: Since changes in job characteristics in areas such as Industry 4.0 are rapid, fa ... Expand

Abstract: Since changes in job characteristics in areas such as Industry 4.0 are rapid, fast tool for analysis of job advertisements is needed. Current knowledge about competencies required in Industry 4.0 is scarce. The goal of this paper is to develop a profile of Industry 4.0 job advertisements, using text mining on publicly available job advertisements, which are often used as a channel for collecting relevant information about the required knowledge and skills in rapid-changing industries. We searched website, which publishes job advertisements, related to Industry 4.0, and performed text mining analysis on the data collected from those job advertisements. Analysis of the job advertisements revealed that most of them were for full time entry; associate and mid-senior level management positions and mainly came from the United States and Germany. Text mining analysis resulted in two groups of job profiles. The first group of job profiles was focused solely on the knowledge related to Industry 4.0: cyberphysical systems and the Internet of things for robotized production; and smart production design and production control. The second group of job profiles was focused on more general knowledge areas, which are adapted to Industry 4.0: supply change management, customer satisfaction, and enterprise software. Topic mining was conducted on the extracted phrases generating various multidisciplinary job profiles. Higher educational institutions, human resources professionals, as well as experts that are already employed or aspire to be employed in Industry 4.0 organizations, would benefit from the results of our analysis. Collapse

Topics: production management industry 4.0 LinkedIn supply chain management smart factory

Methods: natural language processing cluster analysis machine learning computational algorithm term frequency–inverse document frequency

Analyzing Trends and Topics in Internet Governance and Cybersecurity Debates Found in Twelve Years of IGF Transcripts

2019 | HICSS | Citations: 0

Authors: Cogburn, Derrick L

Abstract: Internet Governance research generates substantial and innovative, interdiscipli ... Expand

Abstract: Internet Governance research generates substantial and innovative, interdisciplinary global scholarship. What are key topics and themes in this research area, and how do they relate to cybersecurity? This paper answers these questions by analyzing transcripts from twelve years of the UN Internet Governance Forum (IGF), asking: (1) What key themes, topics, and entities are discussed at IGF? (2) Which issues have remained consistent at IGF, and which have changed? And (3) to what extent is the NIST Cybersecurity Framework represented at IGF? Using the CRISP-DM approach to text mining, we find human rights as the most dominant IGF theme, followed by freedom of expression, with disability being a persistent issue. During entity extraction cybersecurity emerges prominently, as does blockchain and IoT. Topic Modeling illustrates the resilience of human rights, but also identifies the IANA transition, accessibility, and “fake news.” Finally, the NIST cybersecurity framework is represented clearly in the data. Collapse

Topics: IT security IT governance internet of things mobile system big data

Methods: natural language processing cluster analysis topic model Cross-Industry Standard Process for Data Mining data transformation

REQUIREMENTS ENGINEERING (RE) EFFECTIVENESS IN OPEN SOURCE SOFTWARE: THE ROLE OF SOCIAL NETWORK CONFIGURATIONS AND REQUIREMENTS PROPERTIES

2019 | European Conference On Information Systems | Citations: 0

Authors: Iyer, Deepa Gopal; Lyytinen, Kalle

Abstract: As open source software (OSS) development projects have become popular, requirem ... Expand

Abstract: As open source software (OSS) development projects have become popular, requirements engineering (RE) practices in OSS development have come under scrutiny for their marked difference. The current study views OSS RE as knowledge propagation expressed in coordinated sequences of action interrupted and shaped by the demands of an ever-changing environment resulting in multiple social network configurations. The attributes of environment are manifested in the changing nature of requirements that the projects are subjected to and based on the 6-V requirements model involving 6 properties of requirement knowledge such as volume or volatility. The diverse network configurations in OSS projects manifested in communication centrality responding to those demands, in turn, will have varying effects on OSS project effectiveness measured by the rate of task completion. We hypothesize that the volume of requirements and their velocity of change negatively moderate the positive effect of communication centrality on the project’s task completion whereas the variance (diversity) of requirements knowledge positively moderates the positive effect of communication centrality on task completion. The hypotheses of the study are tested using a sample of GitHub OSS projects and we find support to most hypotheses. Several implications for OSS governance are drawn. Collapse

Topics: social network accounting source code knowledge sharing missing data

Methods: regression analysis method longitudinal research statistical hypothesis test descriptive statistic

Text Mining Narrative Survey Responses to Develop Engagement Scale Items

2018 | HICSS | Citations: 0

Authors: Ford, John M; Nierle, Doug; Leeds, J Peter; Stetz, Thomas A

Abstract: A sixteen-item employee engagement scale was supplemented with items developed f ... Expand

Abstract: A sixteen-item employee engagement scale was supplemented with items developed from literature review, from related scales, and from text mining narrative responses to an open-ended question about improving employee performance. The text mining procedure is described and may be useful to other scale developers. Some items derived from text mining performed as well as those developed using traditional methods. Possible modifications and extensions of the method are suggested. Collapse

Topics: individual productivity

Methods: natural language processing survey personal interview qualitative content analysis survey design

Building an Environmental Sustainability Dictionary for the IT Industry

2017 | HICSS | Citations: 0

Authors: Deng, Qi; Hine, Mike; Ji, Shaobo; Sur, Sujit

Abstract: Content analysis is a commonly utilized methodology in corporate sustainability ... Expand

Abstract: Content analysis is a commonly utilized methodology in corporate sustainability research. However, because most corporate sustainability research using content analysis is based on human coding, the research capability and the scope of the research design has limitations. The relatively recent text mining technique addresses some of the limitations of manual content analysis but its usage is often dependent upon the development of a domain specific dictionary. This paper develops an environmental sustainability dictionary in the context of corporate sustainability reports for the IT industry. In support of building said dictionary, we develop a standardized dictionary building process model that can be applied across many domains. Collapse

Topics: environmental sustainability business intelligence big data green IS accounting

Methods: business process modeling qualitative content analysis design artifact LexisNexis literature sample

How Trust is Defined: A Qualitative and Quantitative Analysis of Scientific Literature

2014 | Americas Conference on Information Systems | Citations: 6

Authors: Walterbusch, Marc; GrÃ, Matthias

Abstract: We are confronted with situations requiring trust not only in business contexts ... Expand

Abstract: We are confronted with situations requiring trust not only in business contexts but in our everyday lives. In literature, there is no consensus on a single definition of trust leading to a plethora of definitions. Determining what trust means conceptually, regardless whether adopting the organizational, managerial, psychological, social or cultural perspective, requires great effort. The purpose of this research is not to collect a definite list of trust definitions, but to study their similarities and differences especially within the IS discipline as well as interdisciplinary over a large time span. We feel this objective has been achieved with a total of 121 definitions spanning over 50 years of research. Our results aid researchers in finding and devising a fitting definition of trust for their research, while ensuring that no commonly accepted word clusters are omitted. Furthermore, our research enables practitioners to phrase trustbuilding statements more efficiently and more holistically. Collapse

Topics: electronic commerce anonymity outsourcing IS discipline

Methods: literature study cluster analysis literature sample hierarchical clustering