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作者：Chen, Liwei; Hsieh, J. J. Po-An; Rai, Arun; Xu, Sean Xin
作者单位：University System of Ohio; University of Cincinnati; University System of Georgia; Georgia State University; University System of Georgia; Georgia State University; Tsinghua University
摘要：To attain customer satisfaction, service firms invest significant resources to implement customer relationship management (CRM) systems to support internal customer service (CS) employees who provide service to external customers in both face-to-face and virtual channels. How CS employees apply sophisticated CRM systems to interact with customers and how the mechanisms through which their CRM usage affects customer satisfaction vary across service channels and bear important implications. We a...
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作者：Li, Zhepeng (Lionel); Ge, Yong; Bai, Xue
作者单位：University of Hong Kong; University of Arizona; Pennsylvania Commonwealth System of Higher Education (PCSHE); Temple University; Pennsylvania Commonwealth System of Higher Education (PCSHE); Temple University
摘要：In social networks, social foci are physical or virtual entities around which social individuals organize joint activities, for example, places and products (physical form) or opinions and services (virtual form). Forecasting which social foci will diffuse to more social individuals is important for managerial functions such as marketing and public management operations. In terms of diffusive social adoptions, prior studies on user adoptive behavior in social networks have focused on single-it...
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作者：Maier, Christian; Laumer, Sven; Joseph, Damien; Mattke, Jens; Weitzel, Tim
作者单位：Otto Friedrich University Bamberg; University of Erlangen Nuremberg; Nanyang Technological University
摘要：Recent statistics indicate that most organizations prefer to fill IT vacancies by rehiring IT professionals who previously worked in the organization. Less is known about what drives IT professionals to turnback, a term we define as returning to employment with a former employer. To explain this important and rarely considered IT job mobility behavior, we build on job embeddedness theory and on the concepts of shocks and job dissatisfaction from, among others, the unfolding model of voluntary ...
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作者：Zhang, Haozhao; Zhang, Zhe (James); Raghunathan, Srinivasan
作者单位：University of Texas System; University of Texas Dallas
摘要：Research on online product reviews has examined a variety of issues ranging from reviewers' motivation to write reviews to the impact of reviews on product sales. Implicit in this research stream is the notion that more reviews are better for sellers and consumers. However, it is unclear whether both retailers, who control the review platform, and manufacturers, whose products are reviewed, prefer more reviews over fewer reviews. Using a game theoretical model of a context in which a dominant ...
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作者：Vaast, Emmanuelle; Pinsonneault, Alain
作者单位：McGill University
摘要：Occupations are increasingly embedded with and affected by digital technologies. These technologies both enable and threaten occupational identity and create two important tensions: they make the persistence of an occupation possible while also potentially rendering it obsolete, and they magnify both the similarity and distinctiveness of occupations with regard to other occupations. Based on the critical case study of an online community dedicated to data science, we investigate longitudinally...
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作者：Chen, Yanzhen; Rui, Huaxia; Whinston, Andrew B.
作者单位：Hong Kong University of Science & Technology; University of Rochester; University of Texas System; University of Texas Austin
摘要：This paper studies whether social media personal branding (PB) improves a job candidate's labor market performance in the context of executive employment and compensation. We focus on executives employed by Standard & Poor's 500 constituent companies from 2010 to 2013 and evaluate their PB on social media by analyzing their Twitter accounts. To disentangle the effect of PB from that of personality traits, we exploit a (positive) shock to the effectiveness of PB caused by a series of technology...
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作者：Baird, Aaron; Maruping, Likoebe M.
作者单位：University System of Georgia; Georgia State University; University System of Georgia; Georgia State University; University System of Georgia; Georgia State University
摘要：Information systems (IS) use, the dominant theoretical paradigm for explaining how users apply IS artifacts toward goal attainment, gives primacy to human agency in the user-IS artifact relationship. Models and theorizing in the IS use research stream tend to treat the IS artifact as a passive tool; lacking in the ability to initiate action and accept rights and responsibilities for achieving optimal outcomes under uncertainty. We argue that a new generation of agentic IS artifacts requires re...
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作者：Tremblay, Monica Chiarini; Kohli, Rajiv; Forsgren, Nicole
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作者：Wang, Ping
作者单位：University System of Maryland; University of Maryland College Park
摘要：The remarkable connectivity and embeddedness of digital technologies enable innovations undertaken by a broad set of actors, often beyond organizational and industry boundaries, whose relationships mimic those of interdependent species in a natural ecosystem. These digital innovation ecosystems, if successful, can spawn countless innovations of substantial social and economic value, but are complex and prone to often surprising failure. Aiming to understand ecosystems as a new organizational f...
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作者：Mohlmann, Mareike; Zalmanson, Lior; Henfridsson, Ola; Gregory, Robert Wayne
作者单位：Bentley University; Tel Aviv University; University of Miami
摘要：Online labor platforms (OLPs) can use algorithms along two dimensions: matching and control. While previous research has paid considerable attention to how OLPs optimize matching and accommodate market needs, OLPs can also employ algorithms to monitor and tightly control platform work. In this paper, we examine the nature of platform work on OLPs, and the role of algorithmic management in organizing how such work is conducted. Using a qualitative study of Uber drivers' perceptions, supplemente...
