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

Scaled Agile Framework Meets Traditional Management – A Case of a Financial Services Provider

2023 | International Conference on Information Systems | Citations: 0

Authors: Bitzer, Michael; Brax, Franziska; Teuchert, Antonie

Abstract: Inspired by the success of agile practices in small teams, organizations seek t ... Expand

Abstract: Inspired by the success of agile practices in small teams, organizations seek to achieve agility at scale, leading to large-scale agile transformations. Several frameworks have been developed to guide organizations through this process. While multiple challenges for adopting scaled agile frameworks have already been identified, research on the interplay between traditional management approaches and scaled agile frameworks is scarce. We conduct an in-depth exploratory case study with a German financial services provider to identify tensions that arise when applying a scaled agile framework in a non-agile environment. As a result, we derive 13 tensions along with three areas: goal-setting, planning, and reporting. Thereby, we advance the understanding of tensions within large-scale agile transformations and provide a foundation for future research on scaled agile practices in traditional organizations. Further, we provide insights for managers to ensure the successful application of scaled agile frameworks. Collapse

Topics: scaled agile framework agile software development Scrum marketing management customer relationship management

Methods: qualitative interview design methodology case study triangulation personal interview

Low-Coders, No-Coders, and Citizen Developers in Demand: Examining Knowledge, Skills, and Abilities Through a Job Market Analysis

2023 | International Conference on Business Informatics | Citations: 0

Authors: Binzer, Björn; Winkler, Till J.

Abstract: The emergence of low-code/no-code (LCNC) platform technologies and the resultin ... Expand

Abstract: The emergence of low-code/no-code (LCNC) platform technologies and the resulting increase in citizen development programs are facilitating the democratization of the design, development, and deployment of digital solutions. Citizen developers, non-technical employees who leverage LCNC platforms, are at the heart of this trend. While many firms perceive LCNC and citizen development as a crucial component of their digital transformation strategy, little is known about the evolving roles in this field or the necessary knowledge, skills, and abilities (KSA). To address this knowledge gap, we processed 113,106 job postings published on Indeed.com. Our topic modeling methodology identified 34 KSA topics and classified them into the three domains platform, business, and technology. We contribute to research by empirically demonstrating which competencies are required to successfully work in the LCNC field. Our findings can guide individual professionals and organizations alike. Collapse

Topics: online labor market Indeed.com low code development platform Python project management

Methods: topic model natural language processing computational algorithm latent dirichlet allocation NLTK

Assessing Organizational Users’ Intentions and Behavior to AI Integrated CRM Systems: a Meta-UTAUT Approach

2023 | Information Systems Frontiers | Citations: 0

Authors: Chatterjee, Sheshadri; Rana, Nripendra P.; Khorana, Sangeeta; Mikalef, Patrick; Sharma, Anuj

Abstract: This paper tests the meta-analysis based unified theory of acceptance and use of ... Expand

Abstract: This paper tests the meta-analysis based unified theory of acceptance and use of technology (meta-UTAUT) model to predict the behavioral intentions of organizational users and their use behavior to artificial intelligence (AI) integrated customer relationship management (CRM) systems. Data was collected from 315 organizational users in India. The hypotheses draw on the theoretical underpinnings which have been statistically validated. Results show that CRM quality and satisfaction significantly influences an organization’s employees attitudes and intentions to use AI integrated CRM systems. The compatibility of CRM systems has, however, a limited impact on employees attitudes. The findings, which are aligned with the extended UTAUT model, provide useful insights into organizations and decision-makers for designing AI integrated CRM systems. Collapse

Topics: artificial intelligence customer relationship management system behavioral intention usage intention social influence

Methods: survey partial least squares path modeling partial least squares regression mediation analysis theoretical contribution

Theories: unified theory of acceptance and use of technology

An analytical citizen relation management system (CZRM) for social vulnerability mapping and policy recommendation in Brazil

2023 | Decision Support Systems | Citations: 0

Authors: Furtado, Lara Sucupira; Moura, Gustavo; Vasconcelos, Daniel J.R.; Fernandes, Guilherme Sales; Cruz, Lívia Almada; Magalhães, Regis Pires; Coelho Da Silva, Ticiana L.

Abstract: The emerging field of Citizen Relationship Management has shown promise to combi ... Expand

Abstract: The emerging field of Citizen Relationship Management has shown promise to combine data analytics and intuitive digital platforms to help public managers interpret citizen-driven data and draw out appropriate policy. However, research dates back to only the last ten years, and does not commonly focus on families of extreme social vulnerability or how to bring solutions that increase access to public infrastructure. This research addresses the central challenge of setting strategic intervention plans for these families considering their multiple levels of vulnerability and the limited government resources available to address them. The paper builds on the frame­ work for analytical CZRM to prototype and build a tool that analyzes data about income, nutrition, and housing for over 34,000 low-income families in Cear´a, Brazil. Each family is assigned a vulnerability score, which is then used to filter public policy recommendations that address specific vulnerability profiles. The CZRM derives from over one year of interaction with government stakeholders who expressed their needs. Further software vali­ dation was completed with a series of test cases which ensured the tool was working and showing accurate results. The interactive mapping, ranking and filtering tool exemplifies an emerging decision support system to build a citizen portfolio and to set strategies to provide public services to different citizen groups. Collapse

Topics: decision support system database system decision making user interface usability

Methods: design artifact survey cluster analysis

Newcomers' Stress and its Effects on Well-Being during an IT Organization's Socialization Process

2023 | HICSS | Citations: 0

Authors: Hekkala, Riitta

Abstract: Previous research in other fields has shown an increasing interest in understand ... Expand

Abstract: Previous research in other fields has shown an increasing interest in understanding newcomers’ stress and its impact on professionals’ well-being. However, we still have a limited understanding of newcomers’ stress and its emotional, behavioral, and psychological effects in the information technology organization (IT) and information system (IS) development contexts. Moreover, the newcomers’ socialization process into IT work or/ and organizations remains unexplored in the IS field. We conducted a qualitative and longitudinal case study (pre-COVID-19) that helped us understand newcomers’ stress from IS project work, and how its consequences emerge during their socialization process. We provided information in response to the call for more understanding of newcomers’ stress elements in the IT organization and IS project context. It is important to understand different stress elements and their consequences because these elements impact individuals’ attitudes, behaviors, job performance, and health among other things. Collapse

Topics: IT project IT workforce software developer self efficacy systems development

Methods: qualitative interview longitudinal research longitudinal case study longitudinal interview

Disruptive Technologies as a Driver to Organizational Success. Organizational Culture Perspective

2023 | HICSS | Citations: 0

Authors: Olszak, C.; Pałys, M.

Abstract: There is a lot of evidence in the research literature that Information Technolo ... Expand

Abstract: There is a lot of evidence in the research literature that Information Technologies can play a crucial role in achieving competitive advantage, improving decisionmaking, and achieving organizational success. Unfortunately, research on exploring the issues of using Disruptive Technologies (DT) is still limited, especially studies into the relationship between the use of DT and organizational success.The main contribution of this study is to investigate the issue of DT's impact on organizational success, in particular identifying the benefits of using DT in organizations, as well as examining to what extent organizational culture can be a factor in enhancing organizational success.The study presents the results of research on the use of Disruptive Technologies carried out in 194 organizations, especially in the areas of DT usage and the benefits that organizations achieve from adopting them, as well as the impact of organizational culture on organizational success. Collapse

Topics: organizational success organizational culture business intelligence big data mobile system

Methods: survey self reported survey literature study

Analysing cooperatives’ digital maturity using a synthetic indicator

2023 | International Journal of Information Management | Citations: 0

Authors: Ribeiro-Navarrete, Belén; Martín Martín, José María; Guaita-Martínez, José Manuel; Simón-Moya, Virginia

Abstract: A company’s digitalisation journey spans multiple dimensions and processes. Howe ... Expand

Abstract: A company’s digitalisation journey spans multiple dimensions and processes. However, studies of digital maturity have focused only on certain parts of the process. This study presents a method capable of fully capturing a company’s level of digital maturity. A DP2 indicator of digital maturity was constructed. This in­ dicator is based on responses to a company survey of digitalisation in different business areas and processes. Companies with the highest degree of digitalisation are the oldest and largest (most employees). Differences between companies and sectors can be explained by the level of digitalisation in terms of digital management intensity, departmental agility and digital orientation. Collapse

Topics: IS maturity mobile system IS management innovation management cloud computing

Methods: survey field study literature study descriptive statistic linear regression analysis

Robotic Process Automation from the Design-Capital Perspective – Effects on Technical Debt and Digital Options

2023 | HICSS | Citations: 0

Authors: Ruha, Lauri; Rinta-Kahila, Tapani; Penttinen, Esko

Abstract: Robotic process automation (RPA) is an instantiation of lightweight automation t ... Expand

Abstract: Robotic process automation (RPA) is an instantiation of lightweight automation that allows organizations to automate manual business processes quickly and at low cost without modifying the organization’s underlying deep information-systems structures. While RPA endows organizations with digital options (e.g., automation ability, cost savings), its implementation is bound to incur technical debt (i.e., accumulate unwarranted complexity in the IT architecture). The paper reports on an action research study shedding light on how RPA ties in with these two notions of a firm’s design capital: digital options and technical debt. Findings indicate that RPA can create digital options through improvements in knowledge reach, knowledge richness, and process richness. These benefits come at the cost of accumulating technical debt which stems from additional technical complexity and maintenance obligations. Collapse

Topics: business process management customer relationship management system customer service robotic electronic mail

Methods: action research

Systematizing the lexicon of platforms in information systems: a data-driven study

2022 | Electronic Markets | Citations: 0

Authors: Bartelheimer, Christian; zur Heiden, Philipp; Lüttenberg, Hedda; Beverungen, Daniel

Abstract: While the Information Systems (IS) discipline has researched digital platforms e ... Expand

Abstract: While the Information Systems (IS) discipline has researched digital platforms extensively, the body of knowledge appertaining to platforms still appears fragmented and lacking conceptual consistency. Based on automated text mining and unsupervised machine learning, we collect, analyze, and interpret the IS discipline’s comprehensive research on platforms—comprising 11,049 papers spanning 44 years of research activity. From a cluster analysis concerning platform concepts’ semantically most similar words, we identify six research streams on platforms, each with their own platform terms. Based on interpreting the identified concepts vis-à-vis the extant research and considering a temporal perspective on the concepts’ application, we present a lexicon of platform concepts, to guide further research on platforms in the IS discipline. Researchers and managers can build on our results to position their work appropriately, applying a specific theoretical perspective on platforms in isolation or combining multiple perspectives to study platform phenomena at a more abstract level. Collapse

Topics: digital platform crowdsourcing IS discipline crowdfunding sharing platform

Methods: hierarchical clustering literature sample machine learning cluster analysis natural language processing