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Information & Management
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#1Koteswara Ivaturi (Swinburne University of Technology)
#2Akshay Bhagwatwar (Amazon.com)
Abstract As social media continues to transform firm–customer interactions, firms must leverage customer reactions to generate actionable insights, especially in contexts (e.g., crisis events) where customer reactions are critical. Using the justice theory, we categorize customer reactions of two firms, Home Depot and Target, during the time-frame of a security hack to understand key themes/topics. We then map the themes/topics to customer sentiments in those reactions. We found that customers a...
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#1Shaokun Fan (OSU: Oregon State University)H-Index: 9
#2Noyan Ilk (FSU: Florida State University)H-Index: 4
Abstract Human-coding reliant conversation analysis methods are ineffective when analyzing large volumes of data. In this paper, we propose a text analytics framework for automated conversation pattern analysis. This framework first extracts speech acts (i.e., activities) from conversation logs, and then analyzes their flow through frequent pattern mining algorithms to reveal insightful communication patterns. Using a real-world data set collected from a customer service center, we demonstrate t...
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#1Anthony Vance (U.H.: University of Hawaii at Manoa)
#1Anthony Vance (TU: Temple University)H-Index: 19
Last. Detmar W. Straub (TU: Temple University)H-Index: 61
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Abstract A principal concern of organizations is the failure of employees to comply with information security policies (ISPs). Deterrence theory is one of the most frequently used theories for examining ISP violations, yet studies using this theory have produced mixed results. Past research has indicated that cultural differences may be one reason for these inconsistent findings and have hence called for cross-cultural research on deterrence in information security. To address this gap, we formu...
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#1Jiangnan Qiu (DUT: Dalian University of Technology)
#1Jiangnan Qiu (DUT: Dalian University of Technology)H-Index: 4
Last. Wenjing Gu (DUT: Dalian University of Technology)
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Abstract The dynamic interdependence between microblog volume and emotions expressed in message content has been largely underexplored. To understand the public’s reaction to emerging infectious diseases, we draw upon theories in psychology and social media, and propose that there is a cyclical relationship between message volume and the intensity of emotions (positive or negative) in which they influence each other positively over time. Furthermore, negative and positive emotions mutually suppr...
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#1Pouyan Esmaeilzadeh (FIU: Florida International University)H-Index: 6
Abstract This study investigates the effects of information technology (IT) identity on the use of personal health devices (PHDs). We conducted an online survey of individuals who used a PHD to achieve a health-related goal. The results confirm that IT identity is a multidimensional construct with three reflective dimensions. The results exhibit that the identity verification process (IT characterizes through IT experience) fosters IT identity, which, in turn, encourages individuals to engage in...
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#1Fei Liu (CBS: Copenhagen Business School)H-Index: 4
#2Eric T. K. Lim (UNSW: University of New South Wales)H-Index: 11
Last. Dianne Cyr (SFU: Simon Fraser University)H-Index: 23
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Abstract Increasingly, researchers have come to acknowledge that consumption activities entail both utilitarian and hedonic components. Whereas utilitarian consumption accentuates the achievement of predetermined outcomes typical of cognitive consumer behavior, its hedonic counterpart relates to affective consumer behavior in dealing with the emotive and multisensory aspects of the shopping experience. Consequently, while utilitarian consumption activities appeal to the rationality of customers ...
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#1Zheng Lu (UNNC: The University of Nottingham Ningbo China)
#2Tingru Cui (UOW: University of Wollongong)H-Index: 6
Last. Wen Wang (CityU: City University of Hong Kong)
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Abstract Despite the widespread adoption of healthcare information technology (HIT) in hospitals, fostering physicians’ acceptance of this system is a challenging task. This study focuses on and compares two critical phases for user acceptance of HIT, namely, pre-adoption phase and initial post-adoption phase. Based on the psychological attachment theory, we propose that social influence factors exert differentiated effects on physician acceptance of HIT in these two phases. Survey results show ...
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#1Virginia Ilie (California Lutheran University)H-Index: 7
#2Ofir Turel (CSU: California State University)H-Index: 28
Abstract This study examines how influence tactics can be used to manipulate user resistance and subsequent usage behaviors in the context of large-scale, newly implemented information systems (IS). To do so, we integrate the theory of interpersonal influence and leadership, adaptive structuration theory, and the literature on user resistance and behavioral IS theories, and develop a comprehensive theoretical model anchored in (a) social influence tactics, (b) IT artifact perceptions, and (c) us...
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#1Feng Xu (Xi'an Jiaotong University)H-Index: 1
#2Xin (Robert) Luo (UNM: University of New Mexico)H-Index: 22
Last. Carol Hsu (Tongji University)H-Index: 10
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Abstract Security research on the employees’ expressive motives in committing computer-related deviant behavior is limited. In this research, drawing on the appraisal tendency framework (ATF), we examine how employees’ emotions (anger vs. fear) and perceived sanctions influence their computer-related deviant behaviors in the workplace. Our empirical results show that employees who experienced anger were more likely to commit computer-related deviant behavior mediated by perceived informal sancti...
1 CitationsSource
#1Hong Zhang (WUST: Wuhan University of Science and Technology)H-Index: 7
#2Sumeet Gupta (Indian Institute of Management Raipur)H-Index: 23
Last. Yi Zou (ZJSU: Zhejiang Gongshang University)H-Index: 1
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Abstract Contemporary business organizations are increasingly turning their attention to value co-creation using social media between individual customers and business organizations in the process of new product development (NPD). However, little is known about the mechanisms underlying social-media-based customer-firm co-creation and their implications for business value in NPD. To address this knowledge gap, this study develops a model from the perspective of organizational learning and social...
1 CitationsSource
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