Special issue on responsible IS research for a better world

2023 | Information Systems Journal | Citations: 0

Authors: Davison, Robert M.; Majchrzak, Ann; Hardin, Andrew; Ravishankar, Mayasandra-Nagaraja

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Topics: mobile payment mobile system evaluation criteria electronic business digital transformation

Methods: case study

Network Investment as Drivers of Mobile Subscription – A Firm-level Analysis

2023 | Information Systems Frontiers | Citations: 0

Authors: Jha, Ashutosh; Chakrabarty, Manisha; Saha, Debashis

Abstract: Globally, Mobile Network Operators (MNOs) incur considerable capital investments ... Expand

Abstract: Globally, Mobile Network Operators (MNOs) incur considerable capital investments towards the acquisition of spectrum, deployment of mobile networks, and marketing and advertising of their mobile services to potential mobile subscribers. The extant literature, which is mainly conceptual, suggests that such capital investments impact the individual mobile subscriber base of MNOs. However, the extant literature lacks in quantitative explanation of such impacts. We address this lacuna by proposing an empirical framework using a novel panel dataset of the four largest MNOs of India, during the years 2009–2017. We find that capital investments in the spectrum (both contemporaneous and lagged) and mobile networks (lagged) positively impact the mobile subscriber base of MNOs in India. We observe that a “triggering effect,” such as the market rollout of 4G (fourth generation) services, leads to an initial slump in the mobile subscriber base of MNOs, which is counterintuitive and signifies the importance of early network-preparedness on the part of MNOs. We also find that, in the event of the aforementioned market triggers, MNOs’ firm-size and potential to invest in the spectrum, in addition to network-preparedness, are crucial for its survival. Collapse

Topics: mobile system broadband cellular network database system advertising management marketing management

Methods: longitudinal research econometric model augmented Dickey–Fuller test econometric modeling descriptive statistic

Digital Bricolage: Creating a Digital Transformation from Nothing

2022 | International Conference on Information Systems | Citations: 0

Authors: Karanasios, Stan; Senyo, P. K.; Effah, John; Zorina, Aljona

Abstract: Current research offers limited knowledge on digital transformation of micro-en ... Expand

Abstract: Current research offers limited knowledge on digital transformation of micro-enterprises, and even less so, micro-enterprises suffering systemic resource constraints. Addressing this gap, we examine how micro-enterprises use digital technologies to change and improve their businesses in the context of multiple resource constraints. Based on a large-scale qualitative study of micro-enterprises in Ghana and data from government and technology firms, we examine the question: how do micro-enterprises undergo a process of digital transformation by engaging in bricolage with digital technology? The preliminary findings show that digital transformation of micro-enterprises in resource-constrained environments emerges across three paths: (1) resource mobilization through the constitution of digital resources over time, (2) resource combination through digital / nondigital configurations, and (3) resource deployment through a specific way of using these resources. Based on the findings, we develop an initial process model of digital bricolage that advances understanding of digital transformation of micro-enterprises. Collapse

Topics: digital transformation financial information system social media electronic business pandemic

Methods: qualitative interview qualitative coding business process modeling theory development triangulation

I’m Not a Chatbot: An Empirical Investigation of Humanized Profiles of Social Media Customer Service Representatives

2021 | HICSS | Citations: 0

Authors: Cheng, Huai-Tzu; Pan, Yang

Abstract: While artificial intelligence is robotizing customer service at an unprecedented ... Expand

Abstract: While artificial intelligence is robotizing customer service at an unprecedented pace, there is great concern that robotized customer service could undermine customer satisfaction. This study searches for a solution that humanizes customer service to address this concern. Aiming to increase humanization, U.S. telecom giant T-Mobile recently added personal identities to its customer service representatives’ profiles on Twitter. Here, we examine the effect of humanized profiles on customers’ expressions of emotion or complaints via public tweets. The study provides novel insight explaining why customers are more likely to express positive emotions and fewer complaints if they are interacting with customer service representatives with a humanized profile on a social media platform. Interestingly, this effect is stronger among female users. We also discuss the implications for research and practice. Collapse

Topics: Twitter customer service social media Microsoft Azure artificial intelligence

Methods: experimental group natural experiment computational algorithm machine learning propensity score matching

The influence of location-based games on traditional entertainment products

2021 | Decision Support Systems | Citations: 0

Authors: Mihale-Wilson, Cristina; Felka, Patrick; Hinz, Oliver; Spann, Martin

Abstract: Digital technologies and in particular the prevalence of mobile devices and high ... Expand

Abstract: Digital technologies and in particular the prevalence of mobile devices and high-speed mobile data networks enable new entertainment products such as location-based games (LBGs). Due to their requirement for constant user mobility, LBGs have the potential to affect individuals’ consumption patterns of entertainment products and can thus change the nature of business in the context of this emerging technology. The objective of this study is to identify and measure whether LBGs’ advent has shifted the consumption of other entertainment products and generate insights which can support practitioners with their strategic business decisions. To this end, we analyze the consumption of the most popular entertainment products (i.e., TV, PC-based online games, and cinema) before and after the release of Pok´emon Go. Our results extend prior literature and show that the effect of LBGs—as a new type of entertainment product—is not confined to one product category but can affect multiple product categories of the entertainment industry. In particular, our estimation results indicate that LBGs can attenuate TV and PC online games consumption, but enhance cinema attendance. Collapse

Topics: online game mobile system broadband cellular network geographic information system mobile application

Methods: experimental group regression analysis method instrumental variables estimation design artifact robustness check

Experience, Consumers, and Fit: Disentangling Performance Implications of Preentry Technological and Market Experience in 2G Mobile Telephony

2020 | Organization Science | Citations: 0

Authors: Eggers, J. P.; Grajek, Michał; Kretschmer, Tobias

Abstract: We offer theory and evidence about how the fit between firm experience (supply s ... Expand

Abstract: We offer theory and evidence about how the fit between firm experience (supply side) and consumer preferences (demand side) affects postentry performance into a new technology. Specifically, we explore different types of preentry experience (technological and market experience) and use different aspects of postentry performance to draw inferences about consumer heterogeneity. Preentry technological experience (same product and different consumers) helps firms attract a larger share of intensive users (aligning with early adopters) but only if they enter the market early when these adopters make decisions. Preentry market experience (different product and same consumers) helps firms attract a larger share of lighter users, consistent with characterizations of mass market users. Exploiting different components of firm performance in the global second-generation mobile telecommunications industry (average usage intensity and market penetration) allows us to articulate and identify the paths and mechanisms that allow preentry experience to affect postentry performance. The theory as well as important theoretical boundary conditions have implications for research on preentry experience, demand-side heterogeneity, and industry evolution. Collapse

Topics: organizational productivity mobile phone price management broadband cellular network communication service infrastructure

Methods: instrumental variables estimation longitudinal research theoretical contribution robustness check theory development

Matching Mobile Applications for Cross-Promotion

2020 | Information Systems Research | Citations: 0

Authors: Lee, Gene Moo; He, Shu; Lee, Joowon; Whinston, Andrew B.

Abstract: The mobile applications (apps) market is one of the most successful software mar ... Expand

Abstract: The mobile applications (apps) market is one of the most successful software markets. As the platform grows rapidly, with millions of apps and billions of users, search costs are increasing tremendously. The challenge is how app developers can target the right users with their apps and how consumers can find the apps that fit their needs. Cross-promotion, advertising a mobile app (target app) in another app (source app), is introduced as a new app-promotion framework to alleviate the issue of search costs. In this paper, we model source app user behaviors (downloads and postdownload usages) with respect to different target apps in cross-promotion campaigns. We construct a novel app similarity measure using latent Dirichlet allocation topic modeling on apps’ production descriptions and then analyze how the similarity between the source and target apps influences users’ app download and usage decisions. To estimate the model, we use a unique data set from a large-scale random matching experiment conducted by a major mobile advertising company in Korea. The empirical results show that consumers prefer more diversified apps when they are making download decisions compared with their usage decisions, which is supported by the psychology literature on people’s variety-seeking behavior. Lastly, we propose an app-matching system based on machine-learning models (on app download and usage prediction) and generalized deferred acceptance algorithms. The simulation results show that app analytics capability is essential in building accurate prediction models and in increasing ad effectiveness of cross-promotion campaigns and that, at the expense of privacy, individual user data can further improve the matching performance. This paper has implications on the trade-off between utility and privacy in the growing mobile economy. Collapse

Topics: mobile application mobile application market digital distribution marketing management privacy

Methods: computational algorithm simulation machine learning topic model experiment

How do Fintech Firms Address Financial Inclusion?

2020 | International Conference on Information Systems | Citations: 5

Authors: Senyo, PK; Karanasios, Stan

Abstract: Financial technology (fintech) firms are transforming the financial sector with ... Expand

Abstract: Financial technology (fintech) firms are transforming the financial sector with new innovative services. Indeed, fintech firms have established themselves as viable addition to the traditional financial structure and are potentially playing an important role in addressing financial inclusion. However, hitherto there is limited understanding of how fintech firms address financial inclusion. In this paper, we present a preliminary phase of research and analysis on a case study of fintech start-ups in Ghana. We address the research question: “how do fintech firms address financial inclusion?” Informed through activity theory, our preliminary findings show that fintech firms act as innovators and aggregators, leverage existing infrastructure of incumbents and deploy cooperative strategies comprising elements of competition and cooperation to address financial inclusion. Based on the findings, this study develops a fintech driven financial inclusion model that explains how fintech firms work towards addressing financial inclusion. Collapse

Topics: electronic finance mobile system mobile payment communication service infrastructure electronic payment

Methods: qualitative interview case study qualitative coding theory development personal interview

Theories: activity theory

THE PARADOX OF PERCEIVED AND ACTUAL PERFORMANCE AND A TYPOLOGY OF MOBILE NETWORK USERS

2019 | European Conference On Information Systems | Citations: 0

Authors: Kayser, Ina; Bogdahn, Olaf

Abstract: From an information and communication technology (ICT) point of view, the questi ... Expand

Abstract: From an information and communication technology (ICT) point of view, the question whether actual, measurable performance of ICT can alter customer satisfaction and continuance intention is not accounted for sufficiently in previous research. Companies align their budgets according to successful operational outcomes. In accordance, the technology related departments are often blamed when targets are not met, and lack evidence for influencing outcomes. Therefore, this research proposes a variation of Expectation Confirmation Theory by integrating Herzberg’s (1966) Two-Factor Theory to account for measurable operational ICT performance as hygiene factor as well as perceived performance as motivational factor in the satisfaction and continuance intention discussion. We examine this theoretical advancement by investigating the use case of a German mobile network operator. Findings suggest that actual network performance in terms of call failures negatively contributes to perceived performance, but not to satisfaction. To account for this striking result, we propose a typology of users derived from a two-step cluster analysis. Our proposed typology of users shows different levels of sensitivity to network issues and that call failures, rather than problems with data connections, can lead to dissatisfaction with a mobile network. Collapse

Topics: customer satisfaction IT productivity information system use broadband cellular network mobile system

Methods: survey cluster analysis descriptive statistic partial least squares path modeling computational algorithm

Theories: two-factor theory expectation confirmation theory

Institutional Effects on API Development and Integration in Developing Countries: Evidence from Ghana

2018 | Americas Conference on Information Systems | Citations: 1

Authors: Ofoeda, Joshua; Boateng, Richard

Abstract: Application Programming Interfaces (APIs) are perceived as major enablers of dig ... Expand

Abstract: Application Programming Interfaces (APIs) are perceived as major enablers of digital transformation, as such they have attracted the attention of both practitioners and researchers. This notwithstanding, past research on APIs have focused largely on the technical dimensions, neglecting the social and cultural contexts. The purpose of this study is therefore to understand how regulative, normative and cognitive institutions affect the development and integration of APIs in Ghana. Drawing on the new institutional theory as a lens and an interpretive case study methodology, our findings show that normative institutions such as business strategy, customers need, relationships, and experience of vendors enabled the development and integration of APIs. However, regulative institutions in the form of regulations and laws (unwillingness of some institutions to integrate with other applications), security concerns, were regarded as constraining factors to API integration. Also, Cognitive forces in the form of non-disclosure issues and carelessness constrained the integration of APIs. Collapse

Topics: application programming interface human resource management IT manager software developer strategic management

Methods: case study qualitative interview single case study ontological modelling qualitative content analysis

Theories: institutional theory