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Happy to Continue: Satisfaction, Commitment, and Persistence to Use Technology-Supported Collaborative Work Practices
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2022 | Group Decision and Negotiation | Citations: 0
Authors: Kocsis, David; de Vreede, Triparna; Alothaim, Abdulrahman

Abstract: This study focused on the persistent use of technology-supported collaborative w ... Expand

Abstract: This study focused on the persistent use of technology-supported collaborative work practices. Using the lenses of the technology transition model and yield shift theory of satisfaction, we examined the effects of satisfaction with process, satisfaction with outcomes, and commitment to outcomes on persistent use of a collaborative work practice. We designed and facilitated technology-supported collaborative work practice sessions with three organizations for 152 respondents. Using structural equation modeling, we found satisfaction with outcomes was an important predictor of whether individuals committed to outcomes of technology-supported collaborative sessions. Moreover, when commitment was strong, individuals tended to persist in using the collaboration technology and work practices in the future. These results can assist designers and facilitators of meetings and collaborative work practices to focus on communicating the importance of the outcomes of meetings and how these outcomes can benefit individuals and their organizations. Collapse

Semantic filters: yield shift theory of satisfaction

Topics: computer supported cooperative work collaborative work IT supported collaboration behavioral intention organizational commitment

Methods: survey SEM tool statistical hypothesis test descriptive statistic structural equation modeling

Theories: yield shift theory of satisfaction
Can we Help the Bots? Towards an Evaluation of their Performance and the Creation of Human Enhanced Artifact for Emotions De-escalation
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2022 | HICSS | Citations: 0
Authors: Palese, Biagio; Pickard, Matthew; Bartosiak, Marcin

Abstract: We propose a hybrid intelligence socio-technical artifact that identifies a thre ... Expand

Abstract: We propose a hybrid intelligence socio-technical artifact that identifies a threshold where the chatbot requires human intervention in order to continue to perform at an appropriate level to achieve the predefined objective of the system. We leverage the Yield Shift Theory of Satisfaction, the Intervention Theory and the Nudge Theory to develop meta requirements and design principles for this system. We discuss the first iteration of implementation and evaluation of the artifact components. Collapse

Semantic filters: yield shift theory of satisfaction

Topics: application programming interface system support digital dashboard crowdsourcing gamification

Methods: chatbot design artifact random forest classification kernel theory design requirement

Theories: yield shift theory of satisfaction nudge theory
Facilitating Informed Decision-Making in Financial Service Encounters
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2018 | Business & Information Systems Engineering | Citations: 0
Authors: Heinrich, Peter; Schwabe, Gerhard

Abstract: While advice-giving encounters form an integral part of banks’ services, clients ... Expand

Abstract: While advice-giving encounters form an integral part of banks’ services, clients often buy inappropriate products and face ﬁnancial consequences. Legislators have started to put banks under pressure to ensure that clients are properly educated. However, the literature describes barriers due to which client education is doomed to fail applying current advice-giving practices. Practicable alternatives to the predominant perfect agent style of advice-giving are dismissed, mainly with the argument of client-side cognitive limitations. This paper challenges this assumption by suggesting a decision-making process that seamlessly integrates educational interventions, thus supporting informed client decision-making. In the spirit of design science research, the authors take a fresh look at the problems of client education in cooperation with a large Swiss retail bank to derive generalizable requirements, and design a novel IT-supported advice-giving process. An evaluation demonstrates the design’s utility in signiﬁcantly improving client learning, compared to traditional service encounters. This research extends the current discourse on service encounter design, and seeks to help practitioners to design the ﬁnancial service encounters of tomorrow. Collapse

Semantic filters: yield shift theory of satisfaction

Topics: decision making knowledge sharing information overload system support online learning system

Methods: design artifact parametric test design science Student's t-test paired t-test

Theories: yield shift theory of satisfaction
Why do you ask all those questions? Supporting client profiling in financial service encounters
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2017 | HICSS | Citations: 1
Authors: Kilic, Mehmet; Dolata, Mateusz; Schwabe, Gerhard

Abstract: Client data is key to provide personalized services and products. Therefore, ban ... Expand

Abstract: Client data is key to provide personalized services and products. Therefore, banks go through great efforts to profile their clients during financial advisory service encounters. Since traditional pen-and-paper profiling does not satisfy the banks’ needs, they strive to digitalize this activity. This paper offers j o i n t p r o f i l i n g as a solution: The advisor and the client jointly create a client’s profile using a shared display. However, test clients provided a mixed response to a first joint profiling prototype. They wondered, why the bank needs all this information. In a second iteration, joint profiling was augmented by task awareness, i.e., linking all profiled information to the client's goal. This t a s k a w a r e j o i n t p r o f i l i n g was far better accepted by the clients. This paper offers research insights on the role of profiling in face-to-face advisory service encounters, on its acceptance by the clients, and on design principles for digital profiling in financial service encounters. Collapse

Semantic filters: yield shift theory of satisfaction

Topics: computer supported cooperative work problem solving system support user centered design

Methods: design artifact experiment qualitative interview parametric test Student's t-test

Theories: yield shift theory of satisfaction
An Investigation of the Yield Shift Theory of Satisfaction Using Field Data from the United States and the Netherlands
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2017 | Group Decision and Negotiation | Citations: 1
Authors: Reinig, Bruce A.; de Vreede, Gert-Jan; Briggs, Robert O.

Abstract: Yield shift theory (YST) is a relatively new theory that offers logic to predict ... Expand

Abstract: Yield shift theory (YST) is a relatively new theory that offers logic to predict and explain satisfaction effects for which prior theories could not fully account. We investigate the degree to which the propositions of YST are consistent with observed outcomes in a study of satisfaction with technology-supported collaboration among 322 knowledge workers from the Netherlands and 300 from the USA. Participants worked in natural groups on real tasks assigned in the course of their professional duties. All organizations used professional facilitators to guide the groups through complex collaborative tasks. Facilitators distributed a brief survey to measure the dependent variables satisfaction-with-outcome and satisfaction-with-process and the independent variables changes-in-utility and changes-in-likelihood. We validated the instrument in Dutch and English. Findings were consistent with the YST proposition that satisfaction responses are a function in shifts-in-yield for an individual’s set of active goals. We also observed that satisfaction responses also varied by national culture—on average, Netherlanders reported satisfaction responses of lower magnitude than did US participants. We discuss implications of YST for researchers and practitioners, and use its logic to reason why, in context of workplace collaboration, there may be differences in satisfaction responses by national culture. Collapse

Semantic filters: yield shift theory of satisfaction

Topics: national culture IT supported collaboration knowledge work collaborative work decision making

Methods: regression analysis method statistical hypothesis test survey design data transformation factor analysis

Theories: yield shift theory of satisfaction
Bidding strategies in online single-unit auctions: Their impact and satisfaction
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2013 | Information & Management | Citations: 0
Authors: Cui, Xiling; Lai, Vincent S.

Abstract: Online bidders use different strategies in their biddings. However, we are unsur ... Expand

Abstract: Online bidders use different strategies in their biddings. However, we are unsure of the bidders strategies and their effectiveness in achieving auction goals. Our study was an attempt to identify bidding strategies empirically in online single-unit auctions and evaluate their outcome in terms of cost saving, perceived bidder enjoyment, and bidder satisfaction. A research model was developed and used to examine the relationships. Both objective and subjective data of online single-unit auctions were collected from Taobao.com to validate our postulated hypotheses. We found three main bidding strategies: early, snipe, and agent-supported ratchet bidding based on their behavior patterns. These resulted in different levels of winning outcome and cost saving, but had no significant effect on perceived enjoyment. The hypotheses of the relationship between auction outcomes and bidder satisfaction of their bidding strategies were confirmed. Collapse

Semantic filters: yield shift theory of satisfaction

Topics: website online auction software agent electronic authentication social media

Methods: survey cluster analysis Tukey HSD for post poc analysis ANOVA parametric test

Theories: transaction cost economics self determination theory yield shift theory of satisfaction
“Enforced” vs. “Casual” Transparency -- Findings from IT-Supported Financial Advisory Encounters
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2012 | ACM Transactions on Management Information Systems | Citations: 0
Authors: Nussbaumer, Philipp; Matter, Inu; Schwabe, Gerhard

Abstract: In sales-oriented service encounters like financial advice, the client may perce ... Expand

Abstract: In sales-oriented service encounters like financial advice, the client may perceive information and interest asymmetries as a lack of transparency regarding the advisor’s activities. In this article, we will discuss two design iterations of a supportive tabletop application that we built to increase process and information transparency as compared to the traditional pen and paper encounters. While the first iteration’s design was “enforcing” transparency and therefore proved to be a failure [Nussbaumer et al. 2011], we built the second iteration on design rationales enabling more “casual” transparency. Experimental evaluations show that the redesigned system significantly increases the client’s perceived transparency, her perceived control of the encounter and improves her perceived trustworthiness of and satisfaction with the encounter. With these findings, we contribute to (1) insight into the role of transparency advisory encounter design; (2) design solutions for establishing particular facets of transparency and their potential instantiations in tabletop systems; and (3) insight into the process of designing for transparency with socio-technical artifacts that are emergent as a result of design activities. Collapse

Semantic filters: yield shift theory of satisfaction

Topics: system support personality problem solving participatory design information exchange

Methods: design artifact survey design requirement Student's t-test design principle

Theories: yield shift theory of satisfaction
Designing for Cost Transparency in Investment Advisory Service Encounters
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2012 | Business & Information Systems Engineering | Citations: 0
Authors: Nussbaumer, Philipp; Matter, Inu; Reto à Porta, Gian; Schwabe, Gerhard

Abstract: Clients of investment advisory services are generally dissatisfied because of t ... Expand

Abstract: Clients of investment advisory services are generally dissatisfied because of the services' lack of transparency. In general, advisors do not provide clients with transparent and detailed information on costs. Such information, however, is of much importance, since an investment portfolio's costs directly influence its effective return. In this paper, we present a design science research cycle on how cost transparency may be provided in client-advisor encounters as a feature of collaborative tabletop artifacts. We find that our cost transparent design positively influences the client's perception of the service encounter as well as its results. Not only are clients more satisfied but also do they declare increased willingness to pay for the cost-transparent service. Collapse

Semantic filters: yield shift theory of satisfaction

Topics: willingness to pay system support business model IT skill computer supported cooperative work

Methods: design artifact design principle design science conjoint analysis survey

Theories: yield shift theory of satisfaction
Encouraging Users to Behave Securely: Examining the Influence of Technical, Managerial, and Educational Controls on Users’ Secure Behavior

2010 | International Conference on Information Systems | Citations: 0
Authors: Jenkins, Jeffrey L; Durcikova, Alexandra; Ross, Grayson; Jr, Jay F Nunamaker

Abstract: The human is frequently referred to as the weakest link of security. Employees w ... Expand

Abstract: The human is frequently referred to as the weakest link of security. Employees who engage in behaviors contrary to their organization’s security policy often cause undesirable outcomes. This research presents a dual-processing model explaining and predicting secure behavior in relation to password policies. The model posits that the number of password security layers (technical controls), training (educational controls), and manager attitude toward secure behavior (managerial controls) influence secure behavior directly and also indirectly through security policy satisfaction. An experiment was designed to test our model utilizing a realistic corporate environment that captures users’ security policy compliance. The results show that the combination of low technical controls and the presence of training significantly increase new employees’ compliance with the security policy. Positive managerial controls and low technical controls increase satisfaction with the security policy; however, satisfaction with the security policy was not significantly related to secure behavior for new employees. Collapse

Semantic filters: yield shift theory of satisfaction

Topics: security policy password electronic mail self efficacy behavioral intention

Methods: experiment statistical power analysis survey analysis of covariance statistical hypothesis test

Theories: expectancy–value theory yield shift theory of satisfaction dual-system theory theory of planned behavior expectancy theory of motivation
The Yield Shift Theory of Satisfaction and Its Application to the IS/IT Domain

2008 | Journal of the Association for Information Systems | Citations: 0
Authors: Briggs, Robert O.; Reinig, Bruce A.; de Vreede, Gert-Jan

Abstract: Information Systems / Information Technology (IS/IT) Satisfaction is a key indic ... Expand

Abstract: Information Systems / Information Technology (IS/IT) Satisfaction is a key indicator of IS/IT success. For IS professionals and providers, satisfaction is critical throughout the life of a system because dissatisfied stakeholders can derail implementation, discontinue using an important system, erode IS/IT budgets, or even transfer their entire IT infrastructure to a different organization. The IS literature offers several perspectives on satisfaction, but none yet accounts fully for known satisfaction phenomena. We identify ten observed satisfaction effects, and summarize six existing models for satisfaction, identifying their merits, and the limits of their explanatory power. We then advance Yield Shift Theory (YST), a new causal theory for the satisfaction response that offers a more complete explanation of this phenomenon. YST derives two propositions from five assumptions to propose that variations in the satisfaction response are caused by shifts in yield for an individual's active goal set. We argue the falsifiability and scientific utility of the theory, discuss its relevance to the IS/IT artifact, and suggest a variety of directions for future research. Collapse

Semantic filters: yield shift theory of satisfaction

Topics: IS satisfaction information system use requirements analysis systems design electronic mail

Methods: design artifact survey theory development

Theories: yield shift theory of satisfaction socio technical theory

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Found 10 articles

Happy to Continue: Satisfaction, Commitment, and Persistence to Use Technology-Supported Collaborative Work Practices

Can we Help the Bots? Towards an Evaluation of their Performance and the Creation of Human Enhanced Artifact for Emotions De-escalation

Facilitating Informed Decision-Making in Financial Service Encounters

Why do you ask all those questions? Supporting client profiling in financial service encounters

An Investigation of the Yield Shift Theory of Satisfaction Using Field Data from the United States and the Netherlands

Bidding strategies in online single-unit auctions: Their impact and satisfaction

“Enforced” vs. “Casual” Transparency -- Findings from IT-Supported Financial Advisory Encounters

Designing for Cost Transparency in Investment Advisory Service Encounters

Encouraging Users to Behave Securely: Examining the Influence of Technical, Managerial, and Educational Controls on Users’ Secure Behavior

The Yield Shift Theory of Satisfaction and Its Application to the IS/IT Domain