P2P lending and Natural Disasters: Is Altruistic Behavior conditional?

2023 | International Conference on Information Systems | Citations: 0

Authors: Agrawal, Lavlin; Sharman, Raj; Tiu, Christian; Joenväärä, Juha

Abstract: In the aftermath of natural disasters, borrowers seeking credit from traditiona ... Expand

Abstract: In the aftermath of natural disasters, borrowers seeking credit from traditional sources, such as banks, may encounter higher interest rates than in pre-disaster periods. We examine the lending behavior of peer-topeer (P2P) platforms in the wake of disasters. Since P2P platforms involve individual investors in making lending decisions, they accommodate both profit motives and empathetic responses. Empirical evidence from psychology suggests that empathy can lead to prosocial behavior. Consistent with this assertion, we find that loans affected by natural disasters have lower interest rates than comparable loans not issued in the wake of disasters. Our study finds that lenders are involved in a prosocial behavior and are ready to give away some part of their interest income to help the communities in need. Collapse

Topics: crowdsourcing natural hazard peer-to-peer lending peer-to-peer model LendingClub

Methods: instrumental variables estimation experimental group sensitivity analysis ordinary least square robustness check

Brand Crisis and Customer Relationship Management on Social Media: Evidence from a Natural Experiment from the Airline Industry

2023 | Information Systems Research | Citations: 0

Authors: Al Balawi, Ramah; Hu, Yuheng; Qiu, Liangfei

Abstract: In this study, we investigate the effect of a brand crisis on the customer relat ... Expand

Abstract: In this study, we investigate the effect of a brand crisis on the customer relationship management (CRM) efforts of brands on social media. Despite the opportunities social media offers to brands to connect and engage with customers, it is still unclear how a brand crisis can change a brand’s social CRM efforts. Social media platforms can amplify the negative consequences of a brand crisis. However, the unique and public nature of social media platforms can offer new means for brands to handle a brand crisis and publicly manage their customer relationships. Compared with traditional CRM, social media enables brands to communicate with their customers publicly, which can strengthen their relationships with customers and maintain higher levels of customer engagement. Leveraging a natural experiment setting, we investigate the impact of the United Airlines crisis on three dimensions of social CRM efforts: informativeness, timeliness, and attentiveness. Contrary to traditional CRM efforts and recommendations, we find that the brand crisis increases informativeness efforts but reduces timeliness and attentiveness efforts.History: Yong Tan, Senior Editor; Beibei Li, Associate Editor.Supplemental Material: The online appendix is available at https://doi.org/10.1287/isre.2022.1159. Collapse

Topics: social media Twitter customer service customer satisfaction customer relationship management

Methods: mediation analysis longitudinal research robustness check natural experiment experimental group

Get a Word in Edgewise: Post Character Limit and Social Media-Based Customer Service

2023 | HICSS | Citations: 0

Authors: Al Balawi, Ramah; Hu, Yuheng; Qiu, Liangfei

Abstract: In this paper, we study the role of extending character limits on firm responses ... Expand

Abstract: In this paper, we study the role of extending character limits on firm responses on social media. By leveraging a natural experiment setting: the unexpected increase in post character limit on Twitter, we empirically investigate the impact on the linguistic styles of social media-based customer service responses. Using a Regression Discontinuity in Time Design and leveraging a panel dataset, our results suggest that extending character limits influences firm to change the linguistic styles in their responses which could influence consumers' perceptions. Our results show that extending post-character limits significantly reduces the readability ease of firm responses, on average, while increasing the concreteness and personal closeness scores of these responses, on average. We show that these changes were effective in influencing customer satisfaction. Collapse

Topics: social media Twitter customer service customer satisfaction user experience

Methods: instrumental variables estimation regression discontinuity design descriptive statistic regression analysis method robustness check

Theories: theory of affordance

Symbolic Shareholder Democracy: Toward a Behavioral Understanding of the Role of Shareholder Voting in CEO Dismissals

2023 | Organization Science | Citations: 0

Authors: Andrei, Alina G.; van Oosterhout, J. (Hans); Sauerwald, Steve

Abstract: We investigate the effect of expressive shareholder dissent voting, in which sha ... Expand

Abstract: We investigate the effect of expressive shareholder dissent voting, in which shareholders use their votes symbolically to express their discontent with management, on subsequent chief executive officer (CEO) dismissals. Using the routine but highly symbolic executive board discharge proposal voted on at the annual shareholder meetings of German firms, we argue that the board of directors understands these votes as a “vote of confidence in management” that challenges the CEO’s mandate to lead the firm. Arguing that board chairs are uniquely positioned to take up the stance of a steward of the firm and its leadership, we examine how independent and family board chairs moderate the board’s response to expressive voting dissent. Using a sample of German public firms over the period 2008–2015, we find that expressive voting dissent increases the chance of CEO dismissal increasingly with the level of dissent expressed. Contrary to prevailing agency theoretical expectations, we do not find that independent chairs are more responsive to expressive voting dissent, nor that this relationship is strengthened by the degree of minority institutional investor ownership of the firm. Consistent with the symbolic perspective on shareholder voting that we seek to develop, however, we find that family chairs are more likely to lead the board to dismiss the CEO due to the intrinsic disvalue they incur from symbolic leadership legitimacy challenges in their firms, and that the positive effect of having a family chair on the dissent induced chance of CEO dismissal is strengthened by the level of family ownership in the firm. Funding: A University of Illinois at Chicago Summer Research Grant is gratefully acknowledged for S. Sauerwald. Collapse

Topics: corporate governance financial performance accounting organizational productivity

Methods: theory development statistical hypothesis test post-hoc analysis longitudinal research survival analysis

Theories: stewardship theory behavioral theory

ICT-Based Country-Level Determinants of Social Media Diffusion

2023 | Information Systems Frontiers | Citations: 0

Authors: Arayankalam, Jithesh; Krishnan, Satish

Abstract: There is a broad consensus that social media platforms have become critical tool ... Expand

Abstract: There is a broad consensus that social media platforms have become critical tools for policymakers in achieving various policy objectives in a country. Therefore, an in-depth understanding of the ICT-based country-level determinants of social media diffusion has become necessary. To this end, we propose a government-people-technology (GTP) framework for categorizing the ICT-based country-level determinants of social media diffusion into three dimensions. Using this framework and utilizing archival data from 107 countries, we examine the roles of ICT in the government's vision, ICT law maturity, Internet bandwidth, ICT cost, ICT skill, and capacity to own ICT in influencing social media diffusion. A quantile panel data regression results reveal that ICT in the government's vision, ICT law maturity, Internet bandwidth, and capacity to own ICT were positively associated with social media diffusion. In contrast, ICT cost was negatively associated with it. Thus, by offering a new framework, we contribute to the technology diffusion literature by emphasizing the role of government, people, and supportive technologies in driving social media diffusion at the country level. Collapse

Topics: social media IT investment internet technology IT skill technology diffusion

Methods: longitudinal research regression analysis method post-hoc analysis cross sectional research archival research

Theories: theory of everything

Privacy Regulation and Its Unintended Consequence on Consumption Behaviors: Evidence From CCPA

2023 | International Conference on Information Systems | Citations: 0

Authors: Bae, Donghwa; Mayya, Raveesh; Nian, Tingting

Abstract: This study explores the unintended consequences of data protection regulations ... Expand

Abstract: This study explores the unintended consequences of data protection regulations on consumer behavior. Specifically, we examine the California Consumer Privacy Act, which restricts companies from collecting Californians' personal information. Privacy regulations may limit firms' ability to suggest products aligned with consumers' taste predicted from data, potentially influencing subsequent consumer behavior. These regulations especially pose a challenge to digital platforms, as their success hinges on seamless data flow between firms and consumers. Using a difference-in-differences approach with transaction data, we find that post-CCPA, Californians reduce purchase by 4.1%, increase returns by 2.9%. Moreover, we find that Californians spend more time online and visit more webpages, potentially indicating increased search efforts. Mechanism analysis suggests that firms under CCPA proactively alter their data collection strategy to reduce the liability. These results reveal the complex interplay between privacy regulation and consumer behavior, highlighting the need for a nuanced understanding of the trade-offs between privacy protection and economic outcomes. Collapse

Topics: information privacy law legal context consumer behavior advertising management website

Methods: experimental group longitudinal research natural experiment archival research difference in differences

The motivation paradox: Understanding contradictory effects of awards on contribution quantity versus quality in virtual community

2023 | Information & Management | Citations: 0

Authors: Banerjee, Shankhadeep; Bhattacharyya, Samadrita; Bose, Indranil

Abstract: We use the lens of the intrinsic/extrinsic motivation theory to holistically mod ... Expand

Abstract: We use the lens of the intrinsic/extrinsic motivation theory to holistically model the effects of intangible awards on member contribution in virtual communities. Using multiple studies on Yelp, we validate that the influence of award stimuli on contribution outcomes become significantly moderated by the aspect of contribution (quantity versus quality) and the novelty of stimuli (time and repetition of awards) to interestingly form divergent (downward versus upward) yet theoretically explicable curvilinear trajectories of contribution. This study contributes to IS literature on virtual communities and social-cognitive literature on work motivation and offers insights to community managers to design better incentive systems. Collapse

Topics: online community intrinsic motivation electronic health blockchain online review

Methods: theory development ANOVA parametric test regression analysis method experimental group

Theories: motivation theory self determination theory cognitive evaluation theory

All External Reference Prices Are Not the Same: How Magnitude, Source, and Fairness Shape Payment for Digital Goods

2023 | Information Systems Research | Citations: 0

Authors: Bassellier, Geneviève; Ramaprasad, Jui

Abstract: External reference prices (ERPs) are recognized to influence consumers’ payment ... Expand

Abstract: External reference prices (ERPs) are recognized to influence consumers’ payment for physical goods. We examine the role of ERPs in a digital goods context, emphasizing the importance of disentangling the effects of two components of ERPs: the magnitude and the source. We first examine the impact of the price magnitude and then investigate how the impact of ERP magnitude is moderated by its source―the specific context in which the reference price is set—and by its perceived fairness. Using a laboratory experiment with 471 participants, we first establish that as an ERP increases, payment for digital songs also increases. Furthermore, the source of the ERP motivates payment differently. Indeed, consumers’ willingness to pay is more strongly influenced by a price recommended by the site than by information on the price paid by others. Last, we show that the perceived fairness of the ERP matters. Results indicate that when the ERP is perceived to be high, the marginal effect of an increase in ERP on payment is smaller than when it is perceived to be fair. We contribute to the understanding of the effect of ERPs in digital context, where the source of an ERP can be varied, and perception of fairness can be heterogenous across consumers. This has implications for the design of digital platforms seeking to sell digital goods using a flexible pricing scheme. History: Anandasivam Gopal, Senior Editor; Sunil Wattal, Associate Editor. Funding: This work was supported by the Social Science and Humanities Research Council of Canada [Insight Development Grant 430-2017-01055]. Supplemental Material: The online appendix is available at https://doi.org/10.1287/isre.2023.1206. Collapse

Topics: enterprise resource planning digital good website price management digital platform

Methods: experiment Student's t-test survey regression analysis method laboratory experiment

Theories: behavioral economics

Influencing the Influencers? The Case of @CelebJets and the Role of Social Media in Empowering Citizens to Conduct Climate Justice Activism

2023 | Americas Conference on Information Systems | Citations: 0

Authors: Berney, Manon; Ondrus, Jan; Holzer, Adrian

Abstract: Online climate change activism is growing. However, its effectiveness is not ye ... Expand

Abstract: Online climate change activism is growing. However, its effectiveness is not yet firmly established. One of the challenges is for citizens to make sense of the vast amount of data to understand the impact of specific behaviors. The aggregation of publicly available information in a comprehensible and playful manner could potentially trigger effective evidence-based activism. However, it is not yet clear if and how such an intervention works. In this paper, we make a preliminary analysis of a use case of such an approach by investigating the @CelebJets phenomena, which automatically tracks and shares the private jet flights of celebrities on Twitter. Our analysis demonstrates that this approach can elicit user engagement and provide pertinent material for the press, potentially leading to a shift in behavior, particularly among celebrities who are promoting sustainability. Collapse

Topics: Twitter application programming interface social media climate change Wikipedia

Methods: case study regression analysis method parametric test descriptive statistic field experiment

Algorithm as Boss or Coworker? Randomized Field Experiment on Algorithmic Control and Collaboration in Gig Platform

2023 | International Conference on Information Systems | Citations: 0

Authors: Chan, Jason; Kyung, Nakyung; Yoon, Sojung; Kim, Yeonseo

Abstract: ... Expand

Abstract: Collapse

Topics: artificial intelligence platform worker decision making mobile application human computer interaction

Methods: computational algorithm survey experiment field experiment robustness check