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作者：Kumar, Anuj; Telang, Rahul
作者单位：State University System of Florida; University of Florida; Carnegie Mellon University
摘要：Firms are investing millions to deploy Web-based self-services at their call centers. The rationale for such investment is that the firm's cost of interacting with its customers through the Web-based channel is an order of magnitude cheaper than the assisted channels such as telephony. We conduct a field study at the call center of a prominent U.S. health insurance firm to examine this cost-saving rationale of the Web-based self-service channel. On the one hand, the Web channel may substitute ...
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作者：Mani, Deepa; Barua, Anitesh; Whinston, Andrew B.
作者单位：Indian School of Business (ISB); University of Texas System; University of Texas Austin
摘要：The emergence of information-intensive business process outsourcing (BPO) relationships calls for the study of exchange performance beyond traditional considerations of the contractual structure that facilitates cooperative intent to include the information structure that facilitates the mutual exchange of information to enact cooperative intent and coordinate actions between the user firm and the service provider. Yet, there has been little analysis of the drivers and performance effects of t...
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作者：Johar, Monica; Kumar, Nanda; Mookeijee, Vijay
作者单位：University of North Carolina; University of North Carolina Charlotte; University of Texas System; University of Texas Dallas
摘要：We consider a publisher that earns advertising revenue while providing content to serve a heterogeneous population of consumers. The consumers derive benefit from consuming content but suffer from delivery delays. A publisher's content provision strategy comprises two decisions: (a) the content quality (affecting consumption benefit) and (b) the content distribution delay (affecting consumption cost). The focus here is on how a publisher should choose the content provision strategy in the pres...
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作者：Mishra, Abhay Nath; Anderson, Catherine; Angst, Corey M.; Agarwal, Ritu
作者单位：University System of Georgia; Georgia State University; University of Virginia; University of Notre Dame; University System of Maryland; University of Maryland College Park
摘要：With the lack of timely and relevant patient information at the point of care increasingly being linked to adverse medical outcomes, effective management and exchange of patient data has emerged as a strategic imperative for the healthcare industry. Healthcare informaticians have suggested that electronic health record systems (EHRS) can facilitate information sharing within and between healthcare stakeholders such as physician practices, hospitals, insurance companies, and laboratories. We ex...
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作者：Gefen, David; Pavlou, Paul A.
作者单位：Drexel University; Pennsylvania Commonwealth System of Higher Education (PCSHE); Temple University
摘要：A prevalent assumption in the literature is that trust and risk are always relevant in online marketplaces, and that there is always a need to build trust and reduce risk irrespective of context. Challenging this assumption, this study seeks to identify the boundaries of the effects of trust and risk on transaction activity in the context of institutional structures in online marketplaces. The perceived effectiveness of institutional structures (PETS), defined as the extent buyers believe that...
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作者：Yang, Lili; Su, Guofeng; Yuan, Hongyong
作者单位：Loughborough University; Tsinghua University
摘要：This paper investigates the challenges faced in designing an integrated information platform for emergency response management and uses the Beijing Olympic Games as a case study. The research methods are grounded in action research, participatory design, and situation-awareness oriented design. The completion of a more than two-year industrial secondment and six-month field studies ensured that a full understanding of user requirements had been obtained. A service-centered architecture was pro...
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作者：Butler, Brian S.; Wang, Xiaoqing
作者单位：Pennsylvania Commonwealth System of Higher Education (PCSHE); University of Pittsburgh; University System of Maryland; University of Maryland College Park
摘要：Increasingly, online discussion communities are used to support activities ranging from software development to political campaigns. An important feature of an online discussion community is its content boundaries, which are individual perceptions of what materials and discussions are part of the community and what are not, and how that community is related to others within a larger system. Yet in spite of its importance, many community infrastructures allow individual participants to reshape ...
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作者：Aral, Sinan; Brynjolfsson, Erik; Van Alstyne, Marshall
作者单位：New York University; Massachusetts Institute of Technology (MIT); Boston University
摘要：We econometrically evaluate information worker productivity at a midsize executive recruiting firm and assess whether the knowledge that workers accessed through their electronic communication networks enabled them to multitask more productively. We estimate dynamic panel data models of multitasking, knowledge networks, and productivity using several types of micro-level data: (a) direct observation of more than 125,000 email messages over a period of 10 months; (b) detailed accounting data on...
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作者：Chang, Young Bong; Gurbaxani, Vijay
作者单位：Ulsan National Institute of Science & Technology (UNIST); University of California System; University of California Irvine
摘要：This paper examines the effects of IT-related spillovers on firm-level productivity improvements over a long-term horizon. In contrast, prior research has largely focused on the direct and contemporaneous impacts of IT investments. As a result, we do not fully understand how IT investments are associated with ongoing productivity improvements in future periods and how spillovers influence these gains. In this paper, we examine whether firms receive incremental benefits from IT-related spillove...
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作者：Tambe, Prasanna; Hitt, Lorin M.
作者单位：New York University; University of Pennsylvania
摘要：This paper uses newly collected panel data that allow for significant improvements in the measurement and modeling of information technology (IT) productivity to address some longstanding empirical limitations in the IT business value literature. First, we show that using generalized method of moments-based estimators to account for the endogeneity of IT spending produces coefficient estimates that are only about 10% lower than unadjusted estimates, suggesting that the effects of endogeneity o...
