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Human vs. Automated Sales Agents: How and Why Customer Responses Shift Across Sales Stages
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2023 | Information Systems Research | Citations: 0
Authors: Adam, Martin; Roethke, Konstantin; Benlian, Alexander

Abstract: Customers in sales processes increasingly encounter automated sales agents (ASAs ... Expand

Abstract: Customers in sales processes increasingly encounter automated sales agents (ASAs) that complement or replace human sales agents (HSAs). Yet, little is known about whether, how, and why customers respond to ASAs in contrast to HSAs across successive decision stages of the same sales process. Even less is known about customer responses to HSA-ASA combinations, where both agents assume distinct roles and focus on complementary tasks that are traditionally performed by only one single sales agent. Against this backdrop, this paper explores the influence of increasingly common sales representative (rep) types (i.e., ASA, HSA, and HSA-ASA) on customer decisions across sales stages. Drawing on information processing theory and the literature on hedonic-utilitarian decision making, we investigate customer responses to text-based ASAs from vendor companies in two common early stages of email sales processes (i.e., sales initiation stages) when customers successively decide whether to indicate their initial interest in an offer and then, whether to provide their contact information. Specifically, we conducted two complementary multi-decision experiments, namely (1) a randomized field experiment in a high-stakes sales initiation setting (n = 325) and (2) a subsequent randomized online experiment to complement the real-world insights (n = 408). Our core findings reveal reversing effect patterns of sales rep types across stages: although customers are more likely to indicate their initial interest to HSAs (versus ASAs) because of HSAs’ higher levels of social presence, they are less likely to provide contact information to HSAs because of HSAs’ lower levels of performance expectancy and effort expectancy. We also show that HSA-ASA combinations can be reasonable options for single ASAs, yet contextual features of the sales setting may affect differential customer responses to HSA-ASA combinations (versus ASAs) in each sales stage. Taken together, we uncover shifting effect patterns in customer responses to sales rep types across successive sales stages and shed light on the consecutive underlying mechanisms that explain these shifts. These findings have significant implications for vendor companies seeking to allocate HSAs and/or ASAs effectively across various decision stages in sales processes and beyond. History: Wonseok Oh, Senior Editor and Khim Yong Goh; Associate Editor. Funding: This work was supported by the Center for Responsible Digitality (ZEVEDI) and the German Research Foundation (DFG) [Grant 471168026]. Supplemental Material: The online appendix is available at https://doi.org/10.1287/isre.2022.1171. Collapse

Semantic filters: information processing theory

Topics: electronic mail social presence decision making recommender system information system use

Methods: experiment randomized field experiment regression analysis method experimental task field experiment

Theories: information processing theory
Explainable artificial intelligence in information systems: A review of the status quo and future research directions
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2023 | Electronic Markets | Citations: 4
Authors: Brasse, Julia; Broder, Hanna Rebecca; Förster, Maximilian; Klier, Mathias; Sigler, Irina

Abstract: The quest to open black box artificial intelligence (AI) systems evolved into an ... Expand

Abstract: The quest to open black box artificial intelligence (AI) systems evolved into an emerging phenomenon of global interest for academia, business, and society and brought about the rise of the research field of explainable artificial intelligence (XAI). With its pluralistic view, information systems (IS) research is predestined to contribute to this emerging field; thus, it is not surprising that the number of publications on XAI has been rising significantly in IS research. This paper aims to provide a comprehensive overview of XAI research in IS in general and electronic markets in particular using a structured literature review. Based on a literature search resulting in 180 research papers, this work provides an overview of the most receptive outlets, the development of the academic discussion, and the most relevant underlying concepts and methodologies. Furthermore, eight research areas with varying maturity in electronic markets are carved out. Finally, directions for a research agenda of XAI in IS are presented. Collapse

Semantic filters: information processing theory

Topics: explainable artificial intelligence artificial intelligence user requirement electronic market user experience

Methods: literature study literature sample cluster analysis synthesis machine learning

Theories: information systems theory activity theory agency theory attribution theory cognitive fit theory
How do consumers perceive and process online overall vs. individual text-based reviews? Behavioral and eye-tracking evidence
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2023 | Information & Management | Citations: 0
Authors: Jin, Jia; Wang, Ailian; Wang, Cuicui; Ma, Qingguo

Abstract: Building on the Heuristic-Systematic model, we use a survey and two eye-tracking ... Expand

Abstract: Building on the Heuristic-Systematic model, we use a survey and two eye-tracking experiments to investigate consumers’ perceived usefulness of overall and individual text-based reviews (OTRs vs. ITRs) for search vs. experience products, and the information processing features. Results indicate that OTRs show higher usefulness than ITRs, regardless of product type. ITRs are perceived to be more useful for experience products than for search products. Furthermore, two eye-tracking studies confirm these results from a physiological standpoint and reveal the attentional allocation during information processing. OTRs affect subjects’ processing of ITRs infor mation differently in purchase search and experience products. Collapse

Semantic filters: information processing theory

Topics: perceived usefulness online review electronic commerce user-generated content web page

Methods: oculometry experiment survey parametric test ANOVA

Theories: information processing theory
When Do Boards of Directors Contribute to Shareholder Value in Firms Targeted for Acquisition? A Group Information-Processing Perspective
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2023 | Organization Science | Citations: 0
Authors: Pavićević, Stevo; Haleblian, Jerayr (John); Keil, Thomas

Abstract: We draw on group information-processing theory to investigate how target boards ... Expand

Abstract: We draw on group information-processing theory to investigate how target boards of directors may contribute to target value capture during the private negotiations phase in acquisitions. We view target boards as information-processing groups and private negotiations as information-processing tasks. We argue that target board meeting frequency is associated with increased processing—gathering, sharing, and analyzing—of acquisition-related information, which improves target bargaining and, ultimately, target value capture. We further posit that this value-enhancing effect of target board meeting frequency is more pronounced when target board composition improves the ability of target boards to process acquisition-related information. Finally, we expect that meeting frequency is more consequential for target bargaining and value capture when acquisition complexity imposes high information-processing demands on the target boards during private negotiations. Empirical evidence from a sample of acquisitions of publicly listed firms in the United States offers support for our group information-processing perspective on board contribution to shareholder value in firms targeted for acquisition. Funding: This work was supported by the Strategy Research Foundation [Dissertation Grant SRF-2015DP-0016]. Supplemental Material: The online appendix is available at https://doi.org/10.1287/orsc.2022.1643. Collapse

Semantic filters: information processing theory

Topics: value creation IT career database system task complexity task productivity

Methods: regression analysis method statistical hypothesis test longitudinal research ordinary least square Kolmogorov-Smirnov test

Theories: information processing theory
Designing an AI-enabled Bundling Generator in an Automotive Case Study

2023 | HICSS | Citations: 0
Authors: Spreitzenbarth, Jan; Stuckenschmidt, Heiner; Bode, Christoph

Abstract: Procurement and marketing are the main boundary-spanning functions of an organiz ... Expand

Abstract: Procurement and marketing are the main boundary-spanning functions of an organization. Some studies highlight that procurement is less likely to benefit from artificial intelligence emphasizing its potential in other functions, i.e., in marketing. A case study in the automotive industry of the bundling problem utilizing the design science approach is conducted from the perspective of the buying organization contributing to theory and practice. We rely on information processing theory to create a practical tool that is augmenting the skills of expert buyers through a recommendation engine to make better decisions in a novel way to further save costs. Thereby, we are adding to the literature on spend analysis that has mainly been looking backward using historical data of purchasing orders and invoices to infer saving potentials in the future – our study supplements this approach with forward-looking planning data with inherent challenges of precision and information-richness. Collapse

Semantic filters: information processing theory

Topics: business-to-business recommender system marketing management media richness usability

Methods: computational algorithm case study cluster analysis word2vec word embedding

Theories: information processing theory
Assessing Consumers’ Co‐production and Future Participation On Value Co‐creation and Business Benefit: an F-P-C-B Model Perspective
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2022 | Information Systems Frontiers | Citations: 0
Authors: Chatterjee, Sheshadri; Rana, Nripendra P.; Dwivedi, Yogesh K.

Abstract: Co-production and active participation of the consumers are considered to have e ... Expand

Abstract: Co-production and active participation of the consumers are considered to have enhanced the value co-creation activities that would ensure business benefits of a firm. The marketing literature available does not explicitly explain the philosophy that would motivate the consumers to help to increase values for co-creation activities. In this context, attempts have been made to identify the factors that would impact on co-production and consumers’ participation to co-create values. By studying literature and theories such as theory of co-creation, theory of value creation, information processing theory, marketing theory and expectancy value theory, a conceptual model called F-P-C-B (Future Participation (F) - Co-production (P) - Co-creation (C) - Business Benefit (B)) has been developed along with nine hypotheses. The data was from 362 respondents in India and the model was tested using PLS based analysis. The study shows that it is important for the firms to shift from product-oriented activities to customer-related strategies. It is also found that for obtaining more profitability and better business results, customers should be involved in business activities by way of involving in co-design, idea generation, and other relevant activities of the firms. Moreover, the study highlights that knowledge sharing between the customers and the firm authorities ensures better business values. Collapse

Semantic filters: information processing theory

Topics: participatory design LinkedIn electronic mail Instagram Facebook

Methods: design methodology survey partial least squares regression partial least squares path modeling conceptual modelling

Theories: information processing theory expectancy–value theory marketing theory
Inter-Organizational System Integration: Introducing Compromise as a Key Construct for Manufacturing Firms and Their Suppliers
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2022 | ACM SIGMIS Database | Citations: 0
Authors: Chueh-An Lee, Neil; Wang, Eric T.G.; Grover, Varun

Abstract: Manufacturing firms have increasingly relied on inter-organizational systems (IO ... Expand

Abstract: Manufacturing firms have increasingly relied on inter-organizational systems (IOS) to facilitate inter-firm transactions and integration with suppliers. However, they frequently face various impediments, such as adversarial behaviours and misalignments, when trying to integrate with IOS (i.e., IOS integration or IT/IS integration). Based on the perspectives of mutual adaptation of technology and organization and socio-technical systems, this study develops two compromise constructs critical for IOS integration: inter-firm process compromise and technology compromise. These two compromise constructs, treated as neutral alignment, are proposed to affect the achievement of higher IOS integration. Based on 146 matched-pair samples, the findings demonstrate the importance of technology and inter-firm process compromises in achieving greater IOS integration, which, in turn, enables higher inter-firm dependence and operational performance. This research provides theoretical and practical implications that contribute to our understanding of the role of compromise in facilitating IOS integration. The implications should serve as an important basis for future research in examining IOS integration. Collapse

Semantic filters: information processing theory

Topics: IT manager organizational productivity diffusion of innovation IS problem IT alignment

Methods: survey partial least squares regression computational algorithm PLS tool consistent partial least squares path modeling

Theories: socio technical theory technology organization environment framework transaction cost economics information processing theory diffusion of innovations theory
The Impact of Data Breach Announcements on Online Consumers Behavior

2022 | Americas Conference on Information Systems | Citations: 0
Authors: ELDOH, Mohamed; Pigni, Federico

Abstract: Data breaches are increasing at an alarming rate and breach announcements are r ... Expand

Abstract: Data breaches are increasing at an alarming rate and breach announcements are reported on daily basis across different media outlets. Such breaches mostly result from cyberattacks coupled with the improper practices of handling consumer data in organizations. This is particularly critical for e-commerce and the online transactions industry given that huge amounts of customers personal and financial information are exchanged in such environment. Despite the richness of the literature with studies addressing the impacts of data breaches from organizational financial and stock value perspective, yet a little is known with regards to the impact on consumers. Accordingly, our research in progress develops and proposes a model that is investigated in the context of a data breach announcement. A pilot study including at least 200 UK based online consumer is currently in progress and a final study is planned to be launched with larger sample of online consumers (treatment vs control group). Implications are further discussed. Collapse

Semantic filters: information processing theory

Topics: data breach information privacy concern data security electronic commerce

Methods: experimental group survey structural equation modeling literature study survey design

Theories: theory of planned behavior information processing theory
Visual Attention to Fake News Flags in Social Media News Posts: An Eye Tracking Study

2022 | European Conference On Information Systems | Citations: 0
Authors: Kießling, Samuel; Wiedmann, Frederik; Figl, Kathrin

Abstract: Given the widespread prevalence of fake news on social media, fake news warning ... Expand

Abstract: Given the widespread prevalence of fake news on social media, fake news warnings can play a decisive role in combating misinformation. However, research is still debating the extent to which readers of news on social media heed fake news warnings, which is important to evaluate their effectiveness. In this work, we focus on fake news flags with color gradients from green (verification) to red (warning) and investigate conditions under which they receive visual attention. In an eye tracking experiment, we assigned fake news flags to three social media post elements (user, source, news article) and manipulated the number of fake news flags that indicate a warning or verification. Our results reveal that fake news flags for the news article receive more visual attention than those for the user or source. In addition, we provide evidence that confirmation bias moderates the effect of unique flags (warning or verification) on visual attention. Collapse

Semantic filters: information processing theory

Topics: fake news social media Facebook Tencent QQ social network

Methods: experiment oculometry hierarchical linear modeling survey eye tracking tool

Theories: information processing theory psychological theory cognitive dissonance theory
Revealing the black box: Understanding how prior self-disclosure affects privacy concern in the on-demand services
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2022 | International Journal of Information Management | Citations: 0
Authors: Li, Chenwei; Wang, Cheng; Chau, Patrick Y.K.

Abstract: With the growth of on-demand services, consumers are increasingly concerned abou ... Expand

Abstract: With the growth of on-demand services, consumers are increasingly concerned about information privacy. While the direct relationship between prior self-disclosure and privacy concern has been extensively examined, the mediating mechanism remains as a black box. Revealing this black box can broaden the theoretical under standing of this important relationship, and also provide implications for addressing consumers’ privacy concern. Drawing on prominence interpretation theory and information processing theory, we propose two mediating models. Results suggest that expertise and trustworthiness are key mediators and that a combined model out performs either one alone in explaining the effect of prior self-disclosure on privacy concern. Collapse

Semantic filters: information processing theory

Topics: information privacy concern privacy frequency of use decision making customer relationship management

Methods: survey factor analysis data transformation partial least squares regression data modeling

Theories: information processing theory

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Found 127 articles

Human vs. Automated Sales Agents: How and Why Customer Responses Shift Across Sales Stages

Explainable artificial intelligence in information systems: A review of the status quo and future research directions

How do consumers perceive and process online overall vs. individual text-based reviews? Behavioral and eye-tracking evidence

When Do Boards of Directors Contribute to Shareholder Value in Firms Targeted for Acquisition? A Group Information-Processing Perspective

Designing an AI-enabled Bundling Generator in an Automotive Case Study

Assessing Consumers’ Co‐production and Future Participation On Value Co‐creation and Business Benefit: an F-P-C-B Model Perspective

Inter-Organizational System Integration: Introducing Compromise as a Key Construct for Manufacturing Firms and Their Suppliers

The Impact of Data Breach Announcements on Online Consumers Behavior

Visual Attention to Fake News Flags in Social Media News Posts: An Eye Tracking Study

Revealing the black box: Understanding how prior self-disclosure affects privacy concern in the on-demand services