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Response Failure of Mental Health Chatbots: Examining the Impact on Discontinuance

2023 | Americas Conference on Information Systems | Citations: 0
Authors: Khan, Abdul Kader; Singh, Rahul

Abstract: Digital technologies are widely used across the healthcare industry to provide ... Expand

Abstract: Digital technologies are widely used across the healthcare industry to provide a variety of services. Recently, chatbots, called digital mental health interventions (DMHIs), are increasingly used to provide mental health services to people in need. Given the shortage of mental health professionals needed to provide mental healthcare services, mental health chatbots are increasingly applied to augment these services. Studies indicate multiple response failures in these chatbots, which can lead to discontinuance of use by people in need. However, the nature of response failure and its effect on the discontinuance of mental health chatbots remain understudied. We plan to study this effect and utilize expectation disconfirmation theory and cognitive dissonance theory to guide the development of our propositions that investigate the impact of satisfaction, ease of use, and usefulness on the use discontinuance of mental health chatbots. Collapse

Semantic filters: expectation disconfirmation theory

Topics: ease of use

Methods: chatbot survey qualitative interview experimental group literature study

Theories: cognitive dissonance theory expectation disconfirmation theory
Reputation Spillover from Agencies on Online Platforms: Evidence from the Entertainment Industry

2023 | Management Information Systems Quarterly | Citations: 0
Authors: Kokkodis, Marios; Adamopoulos, Panagiotis; Ransbotham, Sam

Abstract: Digital markets have proliferated in recent years, overcoming many market ineff ... Expand

Abstract: Digital markets have proliferated in recent years, overcoming many market inefficiencies by facilitating direct interactions between consumers and creators. Thanks to this disintermediation, consumers now have access to a vast number of alternatives, while creators can efficiently reach huge markets. However, the success of digital markets has created a concomitant challenge for creators: differentiation. In crowded markets, agencies (e.g., publishing companies in books, freelance agencies in online labor markets, independent labels in music) can differentiate creators by signaling product quality. But how do agencies' reputations affect product success for creators? Can some agencies do more harm than good? To investigate these research questions, we theorize how variation in creator and agency reputation leads to asymmetric and heterogeneous effects, namely that (1) more reputable agencies have a stronger positive effect on less reputable creators than they have on more reputable creators, and (2) less reputable agencies hurt more reputable creators more than they hurt less reputable ones. Analyses of more than one million observations from two digital markets provide empirical support for these theory-driven arguments. The findings have design implications for markets and contribute to our understanding of how agencies, depending on creator reputation, can either benefit or hurt product success.Marios Kokkodis is a machine learning scientist working on personalization, recommender systems, and markets. His work appears in major information systems, data mining, and multidisciplinary outlets. He has received multiple awards and nominations, including the INFORMS ISS Gordon B. Davis Young Scholar Award, the INFORMS ISS Nunamaker-Chen dissertation award, the NYU Stern Harold W. MacDowell award, and the LinkedIn economic graph challenge award. Collapse

Semantic filters: expectation disconfirmation theory

Topics: electronic market social media Google+ digital platform marketing management

Methods: theory development econometric modeling descriptive statistic gradient boosting machine learning

Theories: cognitive theory expectation disconfirmation theory decision theory contrast theory assimilation theory of learning
Understanding customer satisfaction in curated subscription services: Moderating roles of subscription time and information disclosure
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2023 | Information & Management | Citations: 0
Authors: Li, Zhuo; Zhao, Xuefeng; Ou, Grace

Abstract: A new form of online retailing, curated subscription services, is attracting an ... Expand

Abstract: A new form of online retailing, curated subscription services, is attracting an increasing number of consumers with their surprise elements. Extant literature has explored individual adoption motivation but has provided limited attention to customer-perceived consumption behavior. This study investigates the determinants of customer satisfaction with curated subscription services across different subscription box categories based on expectation disconfirmation theory. Sentiment analysis technology is conducted to extract customers’ attributelevel experiences from 22,551 customer reviews associated with 676 subscription boxes. Results show that sentiment toward utilitarian and hedonic attributes of products and services is positively associated with customer satisfaction, with the sentiment toward hedonic attributes exerting a stronger influence on satisfaction compared to utilitarian attributes. Findings also indicate that subscription time and information disclosure moderate the relationship between sentiment toward hedonic and utilitarian attributes and customer satisfac tion. This study enriches theoretical research on customer satisfaction, offers insights into consumer behavioral research in subscription retailing, and provides implications for managers to attract more subscribers to the curated service. Collapse

Semantic filters: expectation disconfirmation theory

Topics: customer satisfaction data breach Python online review marketing management

Methods: sentiment analysis natural language processing support vector machine computational algorithm machine learning

Theories: expectation disconfirmation theory
The double-edged sword of delivery guarantee in E-commerce
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2023 | Decision Support Systems | Citations: 0
Authors: Yang, Hu; Zhang, Yu; Chen, Kedong; Li, Ji

Abstract: E-commerce retailers (e-tailers) are increasingly competing in order fulfillment ... Expand

Abstract: E-commerce retailers (e-tailers) are increasingly competing in order fulfillment to win over customers. Delivery guarantee emerges as a key competitive factor. Prior studies have examined the relationship between delivery performance and consumer satisfaction, but little attention was paid to the practice of delivery guarantee itself. This study examines delivery guarantee as a decision support tool provided by e-tailers. Particularly, we draw on the signaling theory, expectation disconfirmation theory, and attribution theory to investigate whether it is worth to offer delivery guarantee, who (what kind of e-tailers) can benefit more from it, and how e-tailers should manage the order fulfillment process when they offer delivery guarantee. Through analyzing data from Alibaba using the Heckman Ordered Probit Model, we show that delivery guarantee can be a double-edged sword. That is, offering and meeting a delivery guarantee leads to higher consumer satisfaction towards order fulfillment than not offering one, but failing to meet the guarantee lowers consumer satisfaction more than not providing it. We further show that large e-tailers are more negatively affected by failed guarantees than small ones, and that the “middle mile” (delivery en route) of order fulfillment significantly reduces consumer satisfaction if failed. Taken together, this study generates implications for e-tailers that consider providing delivery guarantee. Large e-tailers should be especially cautious and assess their capability and commitment. The middle mile should receive enough managerial attention in addition to the widely concerned last mile. Collapse

Semantic filters: expectation disconfirmation theory

Topics: logistics management decision support system decision making electronic commerce decision support

Methods: robustness check causality analysis statistical hypothesis test propensity score method experimental group

Theories: signaling theory attribution theory expectation disconfirmation theory lemon market theory
Does AI do more harm than good? Assessing innovativeness and complaining intentions for successful and failed Mechanical and Feeling AI services

2022 | International Conference on Information Systems | Citations: 0
Authors: Handrich, Matthias

Abstract: Shopping on amazon or booking holidays online are just two examples of AI-enabl ... Expand

Abstract: Shopping on amazon or booking holidays online are just two examples of AI-enabled services. Although of great practical importance, literature on AI-enabled services is scarce. Especially, no study exists that assesses the effect of the different AI levels of a service on its innovativeness. Moreover, empirical evidence on customer complaining behavior as a reaction to failed AI services is also missing. Using an online experiment (n=437), our paper strives to close this research gap. Our results show that customers will perceive a Feeling AI service (high degree of AI) as more innovative than a Mechanical AI service (low degree of AI). Moreover, customers using a failed Feeling AI service will complain more than customers using a failed Mechanical AI service. Finally, customers getting an AI Service Recovery will complain less than customers getting a Human Recovery. Our results highlight the importance of AI-level when creating and managing AI services. Collapse

Semantic filters: expectation disconfirmation theory

Topics: artificial intelligence online booking system IT manager information technology infrastructure privacy

Methods: statistical hypothesis test experiment theoretical contribution Levene's test Kolmogorov-Smirnov test

Theories: expectation disconfirmation theory
Explaining reviewing effort: Existing reviews as potential driver
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2022 | Electronic Markets | Citations: 0
Authors: Rohde, Christoph; Kupfer, Alexander; Zimmermann, Steffen

Abstract: Online review systems try to motivate reviewers to invest effort in writing revi ... Expand

Abstract: Online review systems try to motivate reviewers to invest effort in writing reviews, as their success crucially depends on the helpfulness of such reviews. Underlying cognitive mechanisms, however, might influence future reviewing effort. Accordingly, in this study, we analyze whether existing reviews matter for future textual reviews. From analyzing a dataset from Google Maps covering 40 sights across Europe with over 37,000 reviews, we find that textual reviewing effort, as measured by the propensity to write an optional textual review and (textual) review length, is negatively related to the number of existing reviews. However, and against our expectations, reviewers do not increase textual reviewing effort if there is a large discrepancy between the existing rating valence and their own rating. We validate our findings using additional review data from Yelp. This work provides important implications for online platforms with review systems, as the presentation of review metrics matters for future textual reviewing effort. Collapse

Semantic filters: expectation disconfirmation theory

Topics: Google+ logistics management online review pandemic user-generated content

Methods: regression analysis method robustness check statistical hypothesis test natural language processing econometric modeling

Theories: expectation disconfirmation theory balance theory cognitive dissonance theory
Features of technology and its linkages with turnover intention and work exhaustion among IT professionals: A multi-study investigation
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2022 | International Journal of Information Management | Citations: 0
Authors: Tomer, Gunjan; Mishra, Sushanta Kumar; Qureshi, Israr

Abstract: Technology is central to the work-life of professionals in the information techn ... Expand

Abstract: Technology is central to the work-life of professionals in the information technology (IT) domain. However, inadequate attention has been paid to technology as an antecedent of IT professionals’ work outcomes, such as turnover intention and work exhaustion. In the present work, we conducted a mixed-method study. In Study 1, we used an inductive qualitative approach to explore features of technology from the career perspective of IT professionals. We explain how perception about the features of technology influences IT professionals’ work outcomes. Based on semi-structured interviews of 35 IT professionals, we found three features (long-term consequence, perceived challenge, and technology-related uncertainty) on which IT professionals assess and evaluate a given technology. Subsequently, in Study 2, we used the Expectation Disconfirmation Theory (EDT) as the framework to develop a model to measure the perceived misfit between ’expected’ and ’experienced’ features of technology and test its impact on IT professionals’ turnover intention and work exhaustion. The study provides valuable insights for the management of IT professionals. Collapse

Semantic filters: expectation disconfirmation theory

Topics: IT workforce IT personell turnover IT career electronic mail digital platform

Methods: mixed method qualitative interview regression analysis method statistical hypothesis test survey

Theories: expectation disconfirmation theory
Understanding the Impact of Service Failure and Recovery Justice on Consumers’ Satisfaction and Repurchase Intention

2021 | International Conference on Information Systems | Citations: 0
Authors: Hsu, Jack; Chiu, Chao-Min; Cheng, Kuang-Ting; Hu, Paul

Abstract: Based on asymmetric effect, this study attempts to classify distributive, proce ... Expand

Abstract: Based on asymmetric effect, this study attempts to classify distributive, procedural, and interactional justices in an online service failure recovery into different types and explore their interaction styles. The sufficiency of justice is first evaluated with the level of disconfirmation. Justices were then classified into different types based on whether the variable is significantly associated with satisfaction under negative and positive disconfirmation conditions. The interaction effect is determined by regressing the perceived justice with satisfaction under different levels of disconfirmation of another justice. The results show that distributive justice is a satisfier, procedural justice is a dissatisfier, and interactional justice is a delighter. While interaction justice is complement by distributive and procedural justice, the latter two are substitutes. Collapse

Semantic filters: expectation disconfirmation theory

Topics: customer satisfaction resource allocation internet technology electronic commerce customer service

Methods: ANOVA parametric test statistical hypothesis test survey factorial experiment

Theories: procedural justice theory distributive justice theory expectation disconfirmation theory social exchange theory
Explaining Reviewing Effort: Existing Reviews as Potential Driver

2021 | International Conference on Business Informatics | Citations: 0
Authors: Rode, Christoph; Kupfer, Alexander; Zimmermann, Steffen

Abstract: Online reviews systems try to motivate users to invest effort in writing a revie ... Expand

Abstract: Online reviews systems try to motivate users to invest effort in writing a review since their success crucially depends on the reviews’ helpfulness. However, other factors might influence future reviewing effort as well. We analyze whether existing reviews matter for future reviewing effort. Analyzing a dataset from Google Maps which covers 40 sights across Europe with over 37,000 reviews, we find that reviewing effort – measured by the propensity to additionally write a textual review and (textual) review length – is negatively related to the number of existing reviews. Further, also the rating distribution of existing reviews matters: If there is a large discrepancy between the existing ratings and the own rating, we observe more additional textual reviews. Our findings provide important implications for review system designers regarding the presentation of review metrics: changing or omitting the display of review metrics for potential reviewers might increase their reviewing effort. Collapse

Semantic filters: expectation disconfirmation theory

Topics: Google+ online review user experience user-generated content social norm

Methods: statistical hypothesis test regression analysis method Student's t-test parametric test descriptive statistic

Theories: expectation disconfirmation theory balance theory social comparison theory
Disentangling utilitarian and hedonic consumption behavior in online shopping: An expectation disconfirmation perspective
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2020 | Information & Management | Citations: 11
Authors: Liu, Fei; Lim, Eric T. K.; Li, Hongxiu; Tan, Chee-Wee; Cyr, Dianne

Abstract: Increasingly, researchers have come to acknowledge that consumption activities e ... Expand

Abstract: Increasingly, researchers have come to acknowledge that consumption activities entail both utilitarian and hedonic components. Whereas utilitarian consumption accentuates the achievement of predetermined outcomes typical of cognitive consumer behavior, its hedonic counterpart relates to affective consumer behavior in dealing with the emotive and multisensory aspects of the shopping experience. Consequently, while utilitarian consumption activities appeal to the rationality of customers in inducing their intellectual buy-in of the shopping experience, customers’ corresponding emotional buy-in can only be attained through the presence of hedonic consumption activities. The same can be said for online shopping. Because the online shopping environment is characterized by the existence of an IT-enabled web interface that acts as the focal point of contact between customers and vendors, its design should embed utilitarian and hedonic elements to create a holistic shopping experience. Building on Expectation Disconfirmation Theory (EDT), this study advances a research model that not only delineates between customers’ utilitarian and hedonic expectations for online shopping but also highlights how these expectations can be best served through functional and esthetic performance, respectively. Furthermore, we introduce online shopping experience (i.e., transactional frequency) as a moderator affecting not only how customers form utilitarian and hedonic expectations but also how they evaluate the functional and esthetic performances of e-commerce sites. The model is then empirically validated via an online survey questionnaire administered on a sample of 303 respondents. Theoretical contributions and pragmatic implications to be gleaned from our research model and its subsequent empirical validation are discussed. Collapse

Semantic filters: expectation disconfirmation theory

Topics: electronic commerce customer satisfaction social presence ease of use internet technology

Methods: survey partial least squares regression structural equation modeling statistical hypothesis test design principle

Theories: expectation disconfirmation theory diffusion of innovations theory

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Found 54 articles

Response Failure of Mental Health Chatbots: Examining the Impact on Discontinuance

Reputation Spillover from Agencies on Online Platforms: Evidence from the Entertainment Industry

Understanding customer satisfaction in curated subscription services: Moderating roles of subscription time and information disclosure

The double-edged sword of delivery guarantee in E-commerce

Does AI do more harm than good? Assessing innovativeness and complaining intentions for successful and failed Mechanical and Feeling AI services

Explaining reviewing effort: Existing reviews as potential driver

Features of technology and its linkages with turnover intention and work exhaustion among IT professionals: A multi-study investigation

Understanding the Impact of Service Failure and Recovery Justice on Consumers’ Satisfaction and Repurchase Intention

Explaining Reviewing Effort: Existing Reviews as Potential Driver

Disentangling utilitarian and hedonic consumption behavior in online shopping: An expectation disconfirmation perspective