Let's Quit Together: Exploring Textual Factors Promoting Supportive Interactions in Online Cannabis Support Forums

2023 | ACM SIGMIS Database | Citations: 0

Authors: Huang, Kuang-Yuan; Long, Yoanna; Cui, Xiao

Abstract: There is an increasing number of cannabis users joining online cannabis support ... Expand

Abstract: There is an increasing number of cannabis users joining online cannabis support forums seeking social support for their withdrawal attempts. In this study we propose a research model focused on online cannabis support forums, hypothesizing about the effects of the textual features of the subject lines of discussion threads and thread-initiating messages on the quality and helpfulness of discussion threads. We tested the proposed model by analyzing 27,167 discussion threads downloaded from a large online support forum for cannabis quitters. The effectiveness of thread subject lines and the self-disclosure of emotion-related withdrawal symptoms in thread-initiating messages positively predicted the amount of informational and emotional support received in a thread. The self-disclosure of behavioral physical-related withdrawal symptoms and the diversity of self-disclosure information predicted informational support but not emotional support. Additionally, the amount of informational and emotional support received in a thread were positively associated with the thread initiator's continued discussions in the thread. Lastly, emotional support, but not informational support, predicted the overall helpfulness of a thread. Research and practical implications of the study's findings are discussed. Collapse

Topics: information technology addiction information system use user behavior social network big data

Methods: partial least squares regression machine learning qualitative content analysis support vector machine term frequency–inverse document frequency

Artificial intelligence (AI)-enabled CRM capability in healthcare: The impact on service innovation

2023 | International Journal of Information Management | Citations: 0

Authors: Kumar, Pradeep; Sharma, Sujeet Kumar; Dutot, Vincent

Abstract: Although AI-enabled customer relationship management (CRM) systems have gained m ... Expand

Abstract: Although AI-enabled customer relationship management (CRM) systems have gained momentum in healthcare to enhance performance, there is a striking dearth of knowledge on how such capabilities are formed and affect service innovation. The study adopted a mixed-method approach to investigate the underlying phenomena. This research infused resource-based theory, dynamic capability theory, and theory of productivity paradox to investigate how healthcare in India acquires AI-enabled CRM capabilities and enhances service innovation. We identified the facets of AI-enabled CRM capabilities using a case study and developed a framework for AI-enabled CRM capability and service innovation. This study noticed that customer service flexibility (CSF) is a missing link in this relationship. The findings of the quantitative study employing PLS-SEM reveal the linear relationships between AI-enabled CRM capability, CSF, and service innovation. This study explains the formation of AIenabled CRM capabilities to fill the research gap and direct innovative performance in healthcare, which is an immediate need to sustain in a volatile environment. This study provides theoretical implications to enhance the research stream and practical implications for decision-makers. Collapse

Topics: artificial intelligence innovation management business process innovation customer service productivity

Methods: partial least squares regression survey qualitative interview survey design mixed method

Theories: dynamic capabilities theory resource based view of the firm

Exaggeration in fake vs. authentic online reviews for luxury and budget hotels

2022 | International Journal of Information Management | Citations: 3

Authors: Banerjee, Snehasish

Abstract: Fake online reviews are commonly assumed to be more exaggerated than authentic o ... Expand

Abstract: Fake online reviews are commonly assumed to be more exaggerated than authentic ones. The assumption has however not been empirically confirmed in different contexts. Therefore, this paper investigates (1) the actual dose of exaggeration, and (2) individuals’ perception of exaggeration in authentic and fake reviews as a function of hotel category (luxury vs. budget) as well as review polarity (positive vs. negative). Two studies were con­ ducted. Study 1 examined actual exaggeration through a text analysis of authentic and fake reviews. Fake re­ views did not always emerge as being more exaggerated than authentic ones. Study 2 examined individuals’ perception through a 2 (hotel category: luxury, budget) x 2 (review polarity: positive, negative) online experi­ ment. It showed that the extent to which perceived exaggeration could explain perceived authenticity of reviews was dependent on the category of hotels and the polarity of reviews at stake. Collapse

Topics: fake review online review user-generated content website

Methods: parametric test ANOVA survey design artifact experiment

Collaborative consumption continuance: a mixed-methods analysis of the service quality-loyalty relationship in ride-sharing services

2022 | Electronic Markets | Citations: 0

Authors: Lim, Weng Marc; Gupta, Gaurav; Biswas, Baidyanath; Gupta, Rohit

Abstract: Extant studies in collaborative consumption have theorized service quality as th ... Expand

Abstract: Extant studies in collaborative consumption have theorized service quality as the distinctive perception of customers. Improved service quality can enable customers to positively influence their perception of the service and lead to continued usage in the future. In this context, our study acknowledges that service quality in collaborative consumption deserves further research. We propose that service quality in collaborative consumption can manifest across different touchpoints. We employ the SERVQUAL framework and Expectation Confirmation Theory as theoretical lenses to explore the service quality-loyalty relationship of app-based ride-sharing services. We apply mixed methods in the form of (i) semi-structured interviews, (ii) text mining and topic-modelling of app reviews, and (iii) Partial-least Squares modelling of responses collected from ride-sharing passengers. The main findings from our study are as follows. First, service quality is manifested across three touchpoints: platform, vendor, and co-sharer. Second, customer satisfaction of collaborative consumption is positively influenced by platform reliability, platform responsiveness, vendor competence, vendor empathy, and co-sharer’s empathy. Third, platform assurance has the least impact on customer satisfaction. Fourth, customer satisfaction positively influences the continuance of collaborative consumption in ride-sharing services. Findings from our study contribute to the theory, practice, and future research on collaborative consumption. Collapse

Topics: ride sharing platform service quality customer satisfaction mobile application collaborative consumption

Methods: qualitative interview survey natural language processing partial least squares path modeling topic model

Theories: SERVQUAL expectation confirmation theory stakeholder theory

Explaining citizens’ resistance to use digital contact tracing apps: A mixed-methods study

2022 | International Journal of Information Management | Citations: 0

Authors: Prakash, Ashish Viswanath; Das, Saini

Abstract: Governments worldwide are using digital contact tracing (DCT) apps as a critical ... Expand

Abstract: Governments worldwide are using digital contact tracing (DCT) apps as a critical element in their COVID-19 pandemic lockdown exit strategy. Despite substantial investment in research and development, the public’s acceptance of DCT apps has been phenomenally low, signaling resistance among potential users. Little is known about why people would resist using the DCT app, a useful innovation that can potentially save millions of human lives. This study explores the determinants and consequences of citizens’ resistance to use DCT apps using a sequential two-stage mixed-methods approach. The preliminary qualitative study analyzed interviews of 24 Indian smartphone users who chose not to use or discontinued the DCT app after an initial trial. In the quan­ titative stage, an integrated model based on innovation resistance theory and distrust theory was tested using the survey data collected from 194 non-adopters of the DCT app from India. The findings revealed that the factors, distrust, value barrier, information privacy concerns, and usage barrier predicted the resistance to the DCT app, and resistance, in turn, predicted intention to use. Additionally, distrust was found to be a key mediator between innovation barriers and resistance. The insights from this study could help the developers and policymakers formulate strategies for implementing DCT interventions during future disease outbreaks. Collapse

Topics: mobile application innovation management usage intention information privacy concern health information system

Methods: survey mediation analysis mixed method partial least squares path modeling structural equation modeling

Theories: extended unified theory of acceptance and use of technology

Trust and Group Efficiency in Multinational Virtual Team Collaboration: A Longitudinal Study

2021 | Group Decision and Negotiation | Citations: 0

Authors: Cheng, Xusen; Bao, Ying; Yu, Xiaodan; Shen, Yuanyanhang

Abstract: Trust plays a central role in team collaboration, especially in multinational vi ... Expand

Abstract: Trust plays a central role in team collaboration, especially in multinational virtual teams. However, our understanding of how different types of trust interact to influence group work efficiency in this context is still limited. This study investigates the development of two types of trust and group efficiency over time in the multinational virtual team context. Three analysis phases were conducted in this research: phase 1 included a qualitative analysis of an online interview with 120 respondents in multinational virtual team collaborations over 5 weeks, phase 2 comprised a general analysis of the trust and group efficiency development with the same respondents, and phase 3 included a quantitative analysis of the interaction effects of trust on group efficiency. The results provide insights into the antecedents of group efficiency and reveal the trend of trust and group efficiency development over time. The authors also investigate trust and group efficiency from the deconstructed and decomposed perspectives. This study contributes to current research by providing evidence on the development of trust and group efficiency and by investigating the interaction effects of trust in the multinational virtual team collaboration context. Collapse

Topics: virtual teamwork information exchange information system use WeChat computer supported cooperative work

Methods: mixed method qualitative interview survey longitudinal research case study

Theories: social psychology theory transaction cost economics

Medical practitioner's adoption of intelligent clinical diagnostic decision support systems: A mixed-methods study

2021 | Information & Management | Citations: 0

Authors: Prakash, Ashish Viswanath; Das, Saini

Abstract: Artificial intelligence-based clinical diagnostic decision support systems promi ... Expand

Abstract: Artificial intelligence-based clinical diagnostic decision support systems promise transformational improvements in doctors’ efficiency and accuracy. Nevertheless, low adoption rates suggest that this innovation could fail without adequate uptake. This study uses a mixed-methods approach to develop and test a model based on theories of Unified Theory of Acceptance and Use of Technology, status quo bias, and technology trust. The results show that performance expectancy, effort expectancy, social influence, initial trust, and resistance to change predict intention to use. Further, inertia, perceived threat, and risks (medico-legal and performance) determine resistance to change. Measures for alleviating resistance and improving adoption are proposed. Collapse

Topics: usage intention artificial intelligence resistance to change technology adoption user resistance

Methods: survey qualitative interview netnography mixed method mediation analysis

Theories: unified theory of acceptance and use of technology trust theory two-factor theory

Sharing Is Caring: Social Support Provision and Companionship Activities in Healthcare Virtual Support Communities

2019 | Management Information Systems Quarterly | Citations: 82

Authors: Huang, Kuang-Yuan; Chengalur-Smith, InduShobha; Pinsonneault, Alain

Abstract: Individuals increasingly rely on healthcare virtual support communities (HVSCs) ... Expand

Abstract: Individuals increasingly rely on healthcare virtual support communities (HVSCs) for social support and companionship. While research provides interesting insights into the drivers of informational support in knowledge-sharing virtual communities, there is limited research on the antecedents of emotional support provision and companionship activities in HVSCs. The unique characteristics of HVSCs also justify the need to reexamine members’ voluntary provisions of help in such communities. This paper develops a model that examines the relationships between the structural, relational, and cognitive dimensions of social capital and the provision of informational and emotional support, and engagement in companionship activities in HVSCs. The model is tested based on data generated through an automated method that classifies and analyzes user-generated text in three healthcare virtual support communities (breast, prostate, and colorectal cancer). The results show that all three dimensions of social capital impact the provision of emotional support; both structural and relational capital facilitate engagement in companionship activities; and only cognitive capital enables the provision of informational support. Research and practical implications on the need to facilitate informational and emotional support provision and companionship activities in healthcare virtual support communities are discussed. Collapse

Topics: social capital online community social identity anonymity social media

Methods: machine learning qualitative content analysis partial least squares regression mediation analysis natural language processing

Theories: social capital theory

Smart services in healthcare: A risk-benefit-analysis of pay-as-you-live services from customer perspective in Germany

2019 | Electronic Markets | Citations: 0

Authors: Wiegard, Rouven-B.; Breitner, Michael H.

Abstract: The recent boom in wearable technologies generates enormous vital data sets, whi ... Expand

Abstract: The recent boom in wearable technologies generates enormous vital data sets, which are the ideal starting point for new service offers by Big Data Analytics. In a Pay-As-You-Live (PAYL) service, insured track activities, transfer current data on the lifestyles of users, who receive rewards from their insurance companies. The aim of this study is to investigate the readiness of customers to adopt PAYL services using wearable technology by comparing perceived privacy risks and perceived benefits. The research model is developed on a basis of a literature review and expert interviews. By conducting an online survey involving 353 participants, a structural equation modelling approach is used to test the research model. The results show that current privacy risk factors dominate the perceived value of an individual to use PAYL services. Insurance companies, service providers and manufacturers of wearables must therefore primarily work together and offer solutions for greater data security and data protection before focusing on gamification and functional congruence. Collapse

Topics: smart wearable device mobile system privacy usage intention information privacy concern

Methods: qualitative interview survey structural equation modeling literature study qualitative content analysis

Theories: privacy calculus theory unified theory of acceptance and use of technology technology acceptance model

Definition and Multidimensionality of Security Awareness: Close Encounters of the Second Order

2018 | ACM SIGMIS Database | Citations: 1

Authors: Hanus, Bartlomiej; Windsor, John C.; Wu, Yu

Abstract: This study proposes and examines a multidimensional definition of information se ... Expand

Abstract: This study proposes and examines a multidimensional definition of information security awareness. We also investigate its antecedents and analyze its effects on compliance with organizational information security policies. The above research goals are tested through the theoretical lens of technology threat avoidance theory and protection motivation theory. Information security awareness is defined as a second-order construct composed of the elements of threat and coping appraisals supplemented by the responsibilities construct to account for organizational environment. The study was executed in two stages. First, the participants (employees of a municipality) were exposed to a series of phishing messages. Second, the same individuals were asked to participate in a survey designed to examine their security awareness. The research model was tested using PLS-SEM approach. The results indicate that security awareness is in fact a second-order formative construct composed of six components. There are significant differences in security awareness levels between the victims of the phishing experiment and the employees who maintain compliance with security policies. Our study extends the theory by proposing and validating a general, yet practical definition of security awareness. It also bridges the gap between theory and practice - our contextualization of security awareness draws heavily on both fields. Collapse

Topics: phishing data security behavioral intention security policy electronic mail

Methods: survey survey design statistical power analysis partial least squares path modeling partial least squares regression

Theories: technology threat avoidance theory protection motivation theory motivation theory