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

A Signal Model to Understand Users’ Engagement Behavior on Digital Literature Platforms

2016 | International Conference on Information Systems | Citations: 0

Authors: Ding, Amy Wenxuan

Abstract: Users of digital literature platforms often confront uncertainty about two aspec ... Expand

Abstract: Users of digital literature platforms often confront uncertainty about two aspects of product quality: the general quality and the taste-match quality. Existing approaches in IS usually address this uncertainty issue separately, by either learning users’ preferences to recommend taste-matched items or using pricing/branding strategies to suggest the general quality level of items. This paper presents a new theory-based model to solve the dual quality uncertainties simultaneously without using any users’ preference data or pricing/branding strategies. The model is innovative in that it identifies new quality signals, captures their effects, and can be applied to any digital platforms. Empirical testing demonstrates the effectiveness of the model. The model not only helps users infer the dual qualities simultaneously but also offers actionable knowledge to the platform and content developers on signal device design to build their audiences. This study has important managerial implications for platform managers, content developers, content users, and marketers. Collapse

Topics: experience good accounting database system price management website

Methods: two sample t-test with equal variance robustness check parametric test instrumental variables estimation theory development

Theories: signaling theory theory of bounded rationality

MANAGERS AND COLLABORATION TECHNOLOGY: A BUSINESS PERSPECTIVE FOR IMPROVING MANAGEMENT SUPPORT SYSTEMS

2014 | European Conference On Information Systems | Citations: 0

Authors: Mayer, Jörg Hans; Feistenauer, Hannes

Abstract: Over the last years managers have expanded their role in operations and nowadays ... Expand

Abstract: Over the last years managers have expanded their role in operations and nowadays they make decisions faster than in the past. Collaboration technology promises to support managers in doing so. Hence, the present situation is favorable for a redesign of management support systems (MSS) incorporating collaboration technology. To examine such technology, we consider “analyst”- and “consumer”-type managers’ perspectives and cover collaboration technology for different devices. Based on findings from a literature review and arguments validated in structured manager interviews, we propose four initial design guidelines facilitating collaboration for managers: (1) Coordination: MSS should indicate the availability of other users, send read confirmations, and provide document sharing. (2) Communication: MSS should enable on-topic annotations and sending them to other users “at the push of a button.” (3) Cooperation: MSS should provide a comprehensive managerial selfservice search function. (4) Devices: For shared documents and textual annotations tablets have become managers most wanted smart device type. Collapse

Topics: IT supported collaboration tablet smartphone decision support system knowledge work

Methods: design guideline qualitative interview literature study survey literature sample

Theories: technology acceptance model information systems success model

Web Site Quality: Cross-Cultural Comparison of U.S. and German Business Customers

2001 | Americas Conference on Information Systems | Citations: 0

Authors: Krauss, Florian; Loiacono, Eleanor; Kasouf, Chickory

Abstract: The quality of Web sites has been the focus of much attention as of late. Resear ... Expand

Abstract: The quality of Web sites has been the focus of much attention as of late. Research has focused on the businessto-consumer arena. Of equal interest, however, is the quality of Web sites in the business-to-business realm. This paper takes a currently validated measure of business-to-consumer Web site quality (WebQual™) and applies it to the business-to-business realm in order to study the cross-cultural differences and similarities of Siemens Corporation’s U.S. and German business customers. Collapse

Topics: website business-to-business user requirement business-to-consumer marketing management

Methods: qualitative interview survey Student's t-test parametric test structural equation modeling

A Preliminary Report on the Effect of Cognitive Style Upon the Quality of New System Development Projects

1999 | Americas Conference on Information Systems | Citations: 0

Authors: Lunce, Stephen; Cappel, James; Styles, Alan

Abstract: This paper reports the results of a preliminary study which attempts to determin ... Expand

Abstract: This paper reports the results of a preliminary study which attempts to determine whether or not a system developer’s cognitive style will have an impact upon the quality of a system developed by the developer in question. Two groups of system development projects are compared; the projects are all the result of development teams’ efforts. One group of project teams (the control group) was assembled without regard to the cognitive style of the team members, the other teams were assembled following the application of a thinking mode identification tool (the Herrmann Brain Dominance Instrument). Collapse

Topics: systems development user requirement enterprise information system IT development project

Methods: experimental group experiment descriptive statistic statistical hypothesis test F-test