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

Business Inferences and Risk Modeling with Machine Learning; The case of Aviation Incidents

2023 | HICSS | Citations: 0

Authors: Cankaya, B.; Topuz, K.; Glassman, A.

Abstract: Machine learning becomes truly valuable only when decision-makers begin to depe ... Expand

Abstract: Machine learning becomes truly valuable only when decision-makers begin to depend on it to optimize decisions. Instilling trust in machine learning is critical for businesses in their efforts to interpret and get insights into data, and to make their analytical choices accessible and subject to accountability. In the field of aviation, the innovative application of machine learning and analytics can facilitate an understanding of the risk of accidents and other incidents. These occur infrequently, generally in an irregular, unpredictable manner, and cause significant disruptions, and hence, they are classified as "highimpact, low-probability" (HILP) events. Aviation incident reports are inspected by experts, but it is also important to have a comprehensive overview of incidents and their holistic effects. This study provides an interpretable machine-learning framework for predicting aircraft damage. In addition, it describes patterns of flight specifications detected through the use of a simulation tool and illuminates the underlying reasons for specific aviation accidents. As a result, we can predict the aircraft damage with 85% accuracy and 84% in-class accuracy. Most important, we simulate a combination of possible flight-type, aircraft-type, and pilot-expertise combinations to arrive at insights, and we recommend actions that can be taken by aviation stakeholders, such as airport managers, airlines, flight training companies, and aviation policy makers. In short, we combine predictive results with simulations to interpret findings and prescribe actions.A machine-learning (ML) algorithm was chosen for its fast performance, short run-time, and interpretability. The ML algorithms were compared and evaluated on a confusion matrix for their mean receiver operating characteristic curve (ROC), Collapse

Topics: decision making decision support system graphical user interface usability missing data

Methods: simulation machine learning multinomial logistic regression computational algorithm support vector machine

External Interfaces or Internal Processes? Market Positioning and Divergent Professionalization Paths in Young Ventures

2023 | Organization Science | Citations: 0

Authors: DeSantola, Alicia; Gulati, Ranjay; Zhelyazkov, Pavel I.

Abstract: We explore how the initial market positioning of entrepreneurial ventures shapes ... Expand

Abstract: We explore how the initial market positioning of entrepreneurial ventures shapes how they professionalize over time, focusing specifically on the development of functional roles. In contrast to existing literature, which presumes a uniform march toward professionalization as ventures scale and complete developmental milestones, we advance a contingent perspective, distinguishing between the development of external interface functions (marketing & sales and customer development) and internal process functions (accounting, human resources, and finance). Specifically, we argue that positioning in an unconventional market space raises demand for external engagement that focuses ventures’ attention and resources toward developing external interface roles. At the same time, such unconventional ventures are less apt to elaborate their internal process roles relative to more conventional peers. We test these predictions using a novel longitudinal data set on the internal organizations of 3,748 U.S.-based entrepreneurial ventures. In contrast to common assumptions of convergent professionalization, our theory and findings advance the perspective that ventures pursue divergent professionalization paths based on their initial market positioning as they scale up. Funding: This research was generously funded in part by a Ewing Marion Kauffman Foundation Dissertation Fellowship awarded to the first author. Supplemental Material: The online appendix is available at https://doi.org/10.1287/orsc.2021.1561. Collapse

Topics: accounting marketing management human resource management database system entrepreneurship

Methods: qualitative interview robustness check longitudinal research statistical hypothesis test descriptive statistic

Theories: organizational theory contingency theory

Uncovering Situations of Cargo Cult Behavior in Agile Software Development Method Use

2023 | HICSS | Citations: 0

Authors: Havstorm, Tanja Elina; Karlsson, Fredrik; Hedström, Karin

Abstract: Misinterpretations and faulty use of Software Development Method (SDM) practices ... Expand

Abstract: Misinterpretations and faulty use of Software Development Method (SDM) practices and principles are identified pitfalls in Software Development (SD). Previous research indicates cases with method adoption and use failures; one reason could be the SDM Cargo Cult (CC) behavior, where SD organizations claim to be agile but not doing agile. Previous research has suggested the SDM CC framework as an analytical tool. The aim of this paper is to refine the SDM CC framework and empirically test this version of the framework. We use data from an ethnographical study on three SD teams’ Daily Scrum Meetings (DSM). The empirical material was collected through observations, interviews, and the organization’s business documents. We uncovered twelve CC situations in the SD teams’ use of the DSM practice, structured into seven categories of SDM deviations: bringing irrelevant information, canceling meetings, disturbing the team, receiving unclear information, bringing new requirements, problem-solving, and task distribution. Collapse

Topics: Scrum software developer problem solving

Methods: qualitative interview design methodology field study ethnography

Theories: self determination theory social action theory organizational behavior theory motivation theory

Platforms for Smart Fairways -Enhancing Services for Autonomous Maritime Traffic and Other Emerging Uses of Territorial Sea

2023 | HICSS | Citations: 0

Authors: Heikkilä, J.; Heikkilä, M.; März, G.

Abstract: Digitalization has brough about new services to assist navigation, and first au ... Expand

Abstract: Digitalization has brough about new services to assist navigation, and first autonomous vessels are already in use. This poses also challenges to the fairways, i.e. routes on sea that are designed to secure maritime traffic with physical navigation aids. How should fairway be augmented in future? And, most importantly, how can we make it happen?We use Finnish territorial waters as an example to illustrate how on-going changes of seafaring are taken into account in design of autonomous maritime infrastructure by experts. We use multi-staged Delphimethod to derive the elements of importance for safeguarding autonomous maritime traffic.We suggest starting to improve services at critical points of present fairways. Authorities should ensure the integrity of data and services of merchant traffic first, and thereafter establish jointly an open platform where recreational user can design, try, implement, and test services to their specific needs. This reasoning stems from theoretical underpinnings of communities of interest in self-regulating their environment. The platform could also provide a viable economic solution for speeding up new valuable mobile service designs. Collapse

Topics: digital service digital platform

Methods: delphi study qualitative interview personal interview survey

Digitalization Drivers, Barriers, and Effects in Maritime Ports

2023 | Americas Conference on Information Systems | Citations: 0

Authors: Karlsson, Mathias; Sandberg, Johan; Lind, Mikael

Abstract: Maritime transports play a vital role for several industries in enabling effici ... Expand

Abstract: Maritime transports play a vital role for several industries in enabling efficient and sustainable transportation of goods. Ports are central hubs in the transport chain since they connect the maritime and land-based transport systems. The central position of ports makes them critical enablers of efficiency through digital connectivity but also implies that they need to consider many types of participating agents with whom they form episodic tight couplings. However, the industry's digitalization level remains relatively low, and we know little of the challenges facing ports in increasing it. Through a case study of digitalization in Swedish small-and medium-sized ports handling different types of cargo and serving different types of transport modes, we identify key objectives and critical challenges underlying digitalization processes in ports. Collapse

Topics: information systems strategy information technology infrastructure telephone information exchange electronic mail

Methods: qualitative interview survey qualitative coding personal interview grounded theory

Gender and Mobility – A Literature Review on Women's (Non-)Use of Shared Mobility Services

2023 | International Conference on Business Informatics | Citations: 0

Authors: Kendziorra, Jennifer; Barmann, Michelle Nathalie; Witte, Anne-Katrin; Kusanke, Kristina

Abstract: ... Expand

Abstract: Collapse

Topics: database system ride sharing platform smart city ease of use

Methods: literature study conceptual modelling structured literature research

Going Digital First while Safeguarding the Physical Core: How an Automotive Incumbent Searches for Relevance in Disruptive Times

2023 | International Conference on Information Systems | Citations: 0

Authors: Liu, Shiyuan(Eric); Essén, Anna; Mähring, Magnus

Abstract: Incumbent firms typically face significant risk of losing the relevance of thei ... Expand

Abstract: Incumbent firms typically face significant risk of losing the relevance of their physical core when facing industry disruption driven by digital technologies. Existing literature emphasizes a digital first approach, whereby firm offerings are fundamentally redeveloped from a digital point of view, from the point of conception. While this prescription can help accelerate innovation, it does not tell us how incumbents might safeguard the relevance of their traditional physical core resources when going digital first. This is important, since major discontinuities in strategic repositioning, while often celebrated in digital innovation and transformation literature, create significant risks to firm survival. To this end, we conduct a grounded analysis of a European automotive firm's innovation journey over an eight-year period. We contribute to the digital innovation and transformation literature by developing a process model explaining how a digital first approach can be employed in a way that also safeguards the physical core. Collapse

Topics: innovation management digital innovation digital transformation internet of things mobile system

Methods: qualitative interview business process modeling design pattern conceptual modelling qualitative coding

Supporting Your Basic Needs -A Base Support Approach for Static Stability Assessments in Air Cargo

2023 | HICSS | Citations: 0

Authors: Longhitano, D.; Mazur, P.; Wolf, S.; Schoder, D.

Abstract: Static stability is one of the most important constraints in the design and eff ... Expand

Abstract: Static stability is one of the most important constraints in the design and efficient calculation of safe air cargo pallets. To calculate the static stability of a cargo layout, base-focused methods such as full or partial base support are often used. Compared to mechanical or simulation-based methods, they offer high performance and simplicity. However, these methods currently reach their limits when dealing with the practical complexity of air cargo, making them difficult to apply in practice. In this research, we extend and generalize these support point methods by modeling irregular and multilevel cargo shapes, which enables improved practical applications. We follow a designoriented approach to capture air cargo requirements, design an artifact, and evaluate its performance. Our results show a generalized approach that covers a greater practical complexity while maintaining its efficiency. Collapse

Topics: requirements analysis

Methods: design theory computational algorithm design requirement design science design artifact

Theories: function-behaviour-structure model

A probabilistic approach to information management of order fulfilment reliability with the help of perfect-order analytics

2023 | International Journal of Information Management | Citations: 0

Authors: Lukinskiy, Valery; Lukinskiy, Vladislav; Ivanov, Dmitry; Sokolov, Boris; Bazhina, Darya

Abstract: Supplier reliability and order fulfilment performance are usually assessed using ... Expand

Abstract: Supplier reliability and order fulfilment performance are usually assessed using a perfect-order calculation. In­ formation management of perfect-order estimation is frequently reduced to expert estimates and to the multi­ plication of probabilities of failure-free performance of some logistics operations. Moreover, perfect-order estimation is calculated without consideration of supply chain structure, possible combinations of failures, and operational policies (e.g., safety stock levels and alternative transportation routes). As a result, the existing methods frequently provide different estimates for the same statistics and cannot be consistently used in the allocation of companies’ resources to improve the order fulfilment process. This paper considers different var­ iants of probabilistic assessment of a perfect order and proposes an approach to assess the impact of changes in parameter probabilities and number of parameters on the value of a perfect order. The proposed models are based on an analytical approach using discrete distributions of random variables. We illustrate the applicability of our approach to several numerical examples to confirm the adequacy of the proposed method. Our approach can be immediately applied in practice to assess supply and order fulfilment process reliability and to evaluate the effectiveness of various operational policies (safety stock levels or modes of transportation) to achieve some planned values of a perfect order in the supply chain. Collapse

Topics: supply chain management logistics management information exchange backup information system use

Methods: experiment literature study computational algorithm survey mixed method

Theories: fuzzy set theory