Viswanath Venkatesh
Virginia Tech, Business Information Technology, Faculty Member
- Viswanath Venkatesh, who completed his PhD at the University of Minnesota, is an Eminent Scholar and Verizon Chair of... moreViswanath Venkatesh, who completed his PhD at the University of Minnesota, is an Eminent Scholar and Verizon Chair of Business Information Technology at the Pamplin College of Business, Virginia Tech. He is widely regarded as one of the most influential scientists, both in terms of premier journal publications and citation impact (e.g., Thomson Reuters’ highlycited.com, Emerald Citations, SSRN, PLoS Biology), with a recent ranking of 659th (out of ~8 million scientists in all fields) and 1st in the field of information systems. His research focuses on understanding the diffusion of technologies in organizations and society. His favorite project focuses on improving the quality of life of the poorest of the poor in India—which he has presented in various forums including at the United Nations. The sponsorship of his research has been about US$10M. His work has appeared in leading journals in human-computer interaction, information systems, organizational behavior, psychology, marketing, medical informatics, and operations management, and included best paper awards (e.g., Academy of Management Journal). His works have been cited over 115,000 times (Google Scholar) and about 36,000 times (Web of Science), with an h-index of 74 and i-10 index of 117. He developed and maintains an IS research rankings website that has received many accolades from the academic community including AIS’ Technology Legacy Award. He has served in editorial roles in various journals. He is a Fellow of the Association for Information Systems (AIS) and the Information Systems Society, INFORMS.edit
Grounded in the vast changes to work life (jobs) and home life that people are facing due to the COVID-19 pandemic (hereinafter COVID), this article presents five research directions related to COVID's impacts on jobs-i.e., job loss, job... more
Grounded in the vast changes to work life (jobs) and home life that people are facing due to the COVID-19 pandemic (hereinafter COVID), this article presents five research directions related to COVID's impacts on jobs-i.e., job loss, job changes, job outcomes, coping, and support-and five research directions related to COVID's impact on home life-i.e., home life changes, children, life-related outcomes, social life, and support. In addition to this, I discuss overarching possible research directions and considerations for researchers, editors, and reviewers, as we continue our scientific journey to support people through this pandemic and beyond. I organize these directions and considerations into two sets of five each: focal groups that should be studied-i.e., underprivileged populations, different countries and cultural contexts, women (vs. men), workers in healthcare (frontline workers), elderly and at-risk-and five general issues and special considerations-i.e., role of technology as the oxygen, pre-vs. mid-vs. post-COVID studies, constraints on data collection/research due to COVID, evolution of COVID, and focus on contextualization (generalizability is irrelevant).
Research Interests:
Research Interests:
Investors and companies have always aspired to make informed investment decisions by using diverse information sources. With the explosion of information sources on the web and emergence of predictive analytics, many investors moved... more
Investors and companies have always aspired to make informed investment decisions by using diverse information sources. With the explosion of information sources on the web and emergence of predictive analytics, many investors moved beyond traditional financial measures, as key predictors of firm performance, to textual content from analysts' reports. Empirical research suggests that these information sources complement each other by providing a clear picture of firm performance, but remains silent on the role of additional textual content that continues to emerge and reach more potential investors on the web. We build on this line of research to examine the effect of textual content from business journals in conjunction with summary measures on cumulative abnormal returns. We use sentiment analysis with machine learning and econometrics methods to examine content extracted from textual articles about S&P 500 index companies that are published in the Wall Street Journal (years 2013-2016). Textual analysis of business journals in conjunction with quantitative measures revealed direct and interaction effects on abnormal returns over time. We also tested for robustness by replicating the analysis with different variable operationalization and observe consistent patterns. Relative to positive sentiments, negative sentiments have more profound effects on cumulative abnormal returns. The effect of positive sentiments becomes weaker when past quantitative measures are high. As information sources continue to emerge on the web, this work makes key contributions to the practice of sentiment analysis in financial markets.
Research Interests:
Employees’ nonwork use of information technology (IT), or cyberslacking, is of growing concern due to its erosion of job performance and other negative organizational consequences. Research on cyberslacking antecedents has drawn on... more
Employees’ nonwork use of information technology (IT), or cyberslacking, is of growing concern due to its erosion of job performance and other negative organizational consequences. Research on cyberslacking antecedents has drawn on diverse theoretical perspectives, resulting in a lack of cohesive explanation of cyberslacking. Further, prior studies generally overlooked IT-specific variables. To address the cyberslacking problems in organizations and research gaps in the literature, we used a combination of a literature-based approach and a qualitative inquiry to develop a model of cyberslacking that includes a 2x2 typology of antecedents. The proposed model was tested and supported in a three-wave field study of 395 employees in a Fortune-100 US organization. For research, this work organizes antecedents from diverse research streams and validates their relative impact on cyberslacking, thus providing a cohesive theoretical explanation of cyberslacking. This work also incorporates contextualization (i.e., IT-specific factors) into theory development and enriches IS literature by examining the nonwork aspects of IT use and their negative consequences to organizations. For practice, the results provide practitioners with insights into nonwork use of IT in organizations, particularly on how they can take organizational action to mitigate cyberslacking and maintain employee productivity.
Organizations usually have difficulty adjusting to technology-enabled changes. Recent research has examined the interaction between technology and the key job outcomes of employees. But this research stream has done so using a linear lens... more
Organizations usually have difficulty adjusting to technology-enabled changes. Recent research has examined the interaction between technology and the key job outcomes of employees. But this research stream has done so using a linear lens even though this interplay has been recognized to be dynamic and complex. We challenge here this linearity assumption. We theorized that enterprise system (ES) use influences post-implementation job scope, and the change from pre-to post-implementation job scope perceptions will have a complex effect on job outcomes that are best captured by a polynomial model. Drawing on the anchoring-and-adjustment perspective in decision-making research, our polynomial model highlights the dynamic nature of employee reactions to changes in job scope brought about by an ES implementation that cannot be captured by traditional linear models. We found support for our model using data collected in a longitudinal field study from 2,794 employees at a telecommunications firm over a period of 12 months. Our findings highlight the key role an ES implementation can have in changing the nature of jobs and how those changes can, in turn, drive job performance and job satisfaction. This research also extends classical job characteristics research by arguing for a more complex relationship between the scope and outcomes of technology-supported jobs.
Novel information technologies (ITs), such as mobile devices or third-party cloud services, offer users an increasing variety of action possibilities, i.e., affordances. Organizational IT policies, however, often specify their... more
Novel information technologies (ITs), such as mobile devices or third-party cloud services, offer users an increasing variety of action possibilities, i.e., affordances. Organizational IT policies, however, often specify their actualization, i.e., turning those affordances into action, as undesired. Organizations face the challenge that their employees, to reach their goals, still frequently take advantage of those affordances by using those very ITs and thereby deviate from the IT policies. Although prior work has extensively studied how goal-oriented users actualize affordances that are associated with outcomes that support organizational goals, little attention has been paid to the structures, mechanisms, and conditions underlying affordances that deviate from organizational IT policies. We conceptualize those affordances as deviant affordances. Leveraging the orders of change framework and using a multimethod research design integrating interview and experimental studies, we identify three key mechanisms underlying deviant affordances-i.e., tension, deadlock, and actualization mechanisms-that can link together to produce a deviant outcome supporting the individual goal and an organizational goal. Our work explains the importance of users' perceived deadlock in stimulating the generation of deviant outcomes that support the organizational goals through improving task, contextual, and innovative job performance.
Purpose: Consumer adoption of online shopping continues to increase each year. At the same time, online retailers face intense competition and few are profitable. This suggests that businesses and researchers still have much to learn... more
Purpose: Consumer adoption of online shopping continues to increase each year. At the same time, online retailers face intense competition and few are profitable. This suggests that businesses and researchers still have much to learn regarding key antecedents of online shopping adoption and success. Based on extensive past research that has focused on the importance of various online shopping antecedents, this work seeks to provide an integrative, comprehensive nomological network. Approach: We employ a mixed methods approach to develop a comprehensive model of consumers online shopping behavior. To that end, in addition to a literature review, qualitative data are collected to identify a broad array of possible antecedents. Then, using a longitudinal survey, the model of consumer shopping intentions and behaviors is validated among 9,992 consumers. Findings: We identified antecedents to online shopping related to culture, demographics, economics, technology and personal psychology. Our quantitative analysis showed that the main drivers of online shopping were congruence, impulse buying behavior, value consciousness, risk, local shopping, shopping enjoyment, and browsing enjoyment. Originality: The validated model provides a rich explanation of the phenomenon of online shopping that integrates and extends prior work by incorporating new antecedents.
Data breaches are a major threat to organizations from both financial and customer relations perspectives. We developed a nomological network linking post-breach compensation strategies to key outcomes, namely continued shopping... more
Data breaches are a major threat to organizations from both financial and customer relations perspectives. We developed a nomological network linking post-breach compensation strategies to key outcomes, namely continued shopping intentions, positive word-of-mouth, and online complaining, with the effects being mediated by customers’ justice perceptions. We conducted a longitudinal field study investigating Target’s data breach in 2013 that affected more than 110 million customers. We examined customers’ expectations toward compensation immediately after the breach was confirmed (survey 1) and their experiences after reparations were made (survey 2). Evidence from polynomial regression and response surface analyses of data collected from 388 affected customers showed that customers’ justice perceptions were influenced by the actual compensation provided as well as the type and extent of compensation an organization could and should have provided, i.e., customers’ compensation expectations. Interestingly, both positive and negative expectation disconfirmation led to less favorable justice perceptions compared to when expectations were met. Justice perceptions were, in turn, associated with key outcomes. We discuss implications for research on data security, information systems, and justice theory.
Drawing from the knowledge management literature, we developed and tested a nomological network related to knowledge sharing―i.e., knowledge seeking and knowledge providing using knowledge management systems. We investigated the effect of... more
Drawing from the knowledge management literature, we developed and tested a nomological network related to knowledge sharing―i.e., knowledge seeking and knowledge providing using knowledge management systems. We investigated the effect of cultural contingencies on the prediction of both knowledge seeking and knowledge providing. In addition, we examined the effect of knowledge sharing using a KMS on employee job performance. We conducted a study using a field survey of 224 employees in an organization in the People’s Republic of China and United States. We found that sensitivity to image and sensitivity to organizational incentives influenced both knowledge seeking and knowledge providing, and the effect was varied across individuals with different cultural values. For example, our findings suggested that the negative relationship between sensitivity to image and knowledge seeking was stronger for individuals with collectivistic values than for those with individualistic values. We also found that both knowledge seeking and knowledge providing led to better job performance.
There are both formal and informal cries that UTAUT and by association the stream of research on technology adoption has reached its limit, with little or no opportunities for new knowledge creation. Such a conclusion is ironic because... more
There are both formal and informal cries that UTAUT and by association the stream of research on technology adoption has reached its limit, with little or no opportunities for new knowledge creation. Such a conclusion is ironic because the theory has not been sufficiently and suitably replicated. It is possible that the misspecifications in the various replications, applications, and extensions led to the incorrect conclusion that UTAUT was more robust than it really was and opportunities for future work were limited. Although work on UTAUT has included important variables, predictors and moderators, absent a faithful use of the original specification, it is impossible to assess the true nature of the effects of the original and additional variables. The present meta-analysis uses 25,619 effect sizes reported by 737,112 users in 1,935 independent samples to address this issue. Consequently, we develop a clear current state-of-the-art and revised UTAUT that extends the original theory with new endogenous mechanisms from different, other theories (i.e., technology compatibility, user education, personal innovativeness, and costs of technology) and new moderating mechanisms to examine the generalizability of UTAUT in different contexts (e.g., technology type and national culture). Based on this revised UTAUT, we present a research agenda that can guide future research on the topic of technology adoption in general and UTAUT in particular.
Research Interests:
There are both formal and informal cries that UTAUT and, by association, the stream of research on technology adoption has reached its limit, with little or no opportunities for new knowledge creation. Such a conclusion is ironic because... more
There are both formal and informal cries that UTAUT and, by association, the stream of research on technology adoption has reached its limit, with little or no opportunities for new knowledge creation. Such a conclusion is ironic because the theory has not been sufficiently and suitably replicated. It is possible that misspecifications in the various replications, applications, and extensions have led to the incorrect conclusion that UTAUT is more robust than it really is, leaving limited opportunities for future work. Although work on UTAUT has included important variables, predictors, and moderators, absent a faithful use of the original specification, it is impossible to assess the true nature of the effects of the original and additional variables. The present meta-analysis uses 25,619 effect sizes reported by 737,112 users in 1,935 independent samples to address this issue. Consequently, we develop a clear current state-of-the-art and revised UTAUT that extends the original the...
Research Interests:
We developed a contextualized model to predict the use of technology among the urban poor. Based on the core idea that, in developing countries, the urban poor face different challenges from those of the rural poor, we argued that five... more
We developed a contextualized model to predict the use of technology among the urban poor. Based on the core idea that, in developing countries, the urban poor face different challenges from those of the rural poor, we argued that five key facilitating conditions (FC)-namely, infrastructure, technical and support services, legal and regulatory framework, financial factors and affordability, and self-efficacy-are the central drivers of both non-instrumental and instrumental use of mobile devices. Situated in the unified theory of acceptance and use of technology (UTAUT), these FC were found to be important drivers in our study conducted among 396 mobile phone users in a poor urban area in Malaysia. In addition to extending a key UTAUT construct to an important context, our results have important practical implications in that to increase non-instrumental and instrumental use careful attention should be given to codevelopment of mobile phone friendly policies pertaining to FC in developing countries.
This paper is motivated by the widespread availability of AI tools, whose adoption and consequent benefits are still a question mark. As a first step, some critical issues that relate to AI tools in general, humans in the context of AI... more
This paper is motivated by the widespread availability of AI tools, whose adoption and consequent benefits are still a question mark. As a first step, some critical issues that relate to AI tools in general, humans in the context of AI tools, and AI tools in the context of operations management are identified. A discussion of how these issues could hinder employee adoption and use of AI tools is presented. Building on this discussion, the unified theory of acceptance and use of technology (UTAUT) is used as a theoretical basis to propose individual characteristics, technology characteristics, environmental characteristics and interventions as viable research directions that could not only contribute to the adoption literature, particularly as it relates to AI tools, but also, if pursued, such research could help organizations positively influence the adoption of AI tools.
Research Interests:
Purpose-Advances in information technology coupled with the need to build resilience against disruptions by pandemics like COVID-19 continue to emphasize offshoring services in the software industry. Servicelevel agreements (SLAs) have... more
Purpose-Advances in information technology coupled with the need to build resilience against disruptions by pandemics like COVID-19 continue to emphasize offshoring services in the software industry. Servicelevel agreements (SLAs) have served as a key mechanism for safeguarding against risk in offshore service arrangements. Yet, variations in service cost and quality persist. We open up the blackbox linking SLAs to offshore project outcomes by examining (a) how the provisions in these contracts affect the ability of project teams-the work unit primarily in charge of producing the offshored service-to achieve their objectives and fulfill client requirements and (b) how differences in contextual factors shape the effects of these provisions. Design/methodology/approach-We incorporate the role of organizational work practice differences to understand the challenges that 270 offshore project teams faced in coordinating and integrating technical and business domain knowledge across organizational boundaries in offshore arrangements. The examined offshore IT projects were managed by a leading software vendor in India and several of its U.S. based clients over a three-year period. Findings-We demonstrate that organizational work practice differences represent a barrier to offshore project success and that project team transition processes are an important mechanism for overcoming these barriers. Moreover, we find that transition processes represent key mediating mechanisms through which SLA provisions affect offshore project outcomes. Originality/value-Our findings shed light on how SLAs shape software project teams' balance between activities aimed at meeting client needs and those aimed at containing costs.
This research investigates an artifact-centric view of the telecommuting experience, examining how system use and software quality influence job outcomes of telecommuters. We develop and test our moderated mediation model in a... more
This research investigates an artifact-centric view of the telecommuting experience, examining how system use and software quality influence job outcomes of telecommuters. We develop and test our moderated mediation model in a cross-organizational study of 184 teleworkers. Results show the extensive use of telecommuting systems negatively impacts social exchange processes and job satisfaction, organizational commitment, and job performance of telecommuters, underscoring limitations of virtual interactions. However, high-quality software can moderate this negative effect, because the negative relationship between telecommuting system use and job outcomes becomes nonsignificant, as telecommuting software quality increases.
Research Interests:
Purpose-Although research has suggested that enterprise system (ES) implementations have major impacts on employee job characteristics and outcomes, there has been limited research that has examined the impacts of ES implementations on... more
Purpose-Although research has suggested that enterprise system (ES) implementations have major impacts on employee job characteristics and outcomes, there has been limited research that has examined the impacts of ES implementations on interpersonal relationships over time. Building on and extending recent studies that have examined changes in employee job characteristics and outcomes during an ES implementation, this research examined the nature, extent, determinants, and outcomes of changes in an important interpersonal relationship construct-coworker exchange (CWX)-following an ES implementation. CWX is considered a critical aspect of employees' job and an important determinant of their success in the workplace. Drawing on social exchange theory, we theorize that employees will perceive a change in CWX following an ES implementation. Design/methodology/approach-A longitudinal field study over a period of 6 months among 249 employees was conducted. Latent growth modeling was used to analyze the data. Findings-We found that employees' work process characteristics, namely perceived process complexity, perceived process rigidity, and perceived process radicalness, significantly explained change, i.e., decline in our case, in CWX during the shakedown phase of an ES implementation. The decreasing trajectory of change in CWX led to declining job performance and job satisfaction. Originality-The role of CWX and its importance in the context of ES implementations is a key novel element of this work.
Research Interests:
Despite the explosion of selling online, customers continue to have privacy concerns about online purchases. To alleviate such concerns, shopping sites seek to employ interventions to encourage users to buy more online. Two common... more
Despite the explosion of selling online, customers continue to have privacy concerns about online purchases. To alleviate such concerns, shopping sites seek to employ interventions to encourage users to buy more online. Two common interventions used to promote online sales are: (1) recommendations that help customers choose the right product either based on historic purchase correlations or recommendations suggested by the retailer; and (2) discounts that increase the value of products. Building on privacy calculus, we theorize about how and why key, representative combinations of recommendations and discounts influence the effects of inhibitors and enablers on online purchase intention. Our research design incorporated recommendations coming from different sources for the recommendation (retailer and other customers’ preferences) product relatedness (related products with historic purchases correlated to the focal product and unrelated products with no historic purchase correlation to the focal product) and two types of discounts (regular and bundle). Participants completed a browsing task in a controlled online shopping environment and completed a survey (n = 496). We found mixed results of moderating effects of recommendations and product relatedness on the effect of inhibitors and enablers on purchase intention. Although recommendations did not enhance the effects of inhibitors, they did enhance the effects of enablers on online purchase intention. We also found that product relatedness did not enhance the effect of privacy enablers on online purchase intentions. The results also showed that discounts enhance the effects of enablers, and that discounts can counteract the moderating effect of recommendations on the relationship between inhibitors and purchase intention under certain circumstances. We discuss theoretical and practical implications.
Research Interests:
This research examines the relationship between service design and citizen satisfaction with e-government services. Based on a multidimensional conceptualization of service, we define three key service perceptions, each comprising... more
This research examines the relationship between service design and citizen satisfaction with e-government services. Based on a multidimensional conceptualization of service, we define three key service perceptions, each comprising different design characteristics, that jointly influence perceived service quality and citizen satisfaction with e-government services. The service perceptions and their corresponding design characteristics are: (1) perceptions of a core service-accuracy, completeness, self-service capability, and convenience; (2) perceptions of facilitating servicesaccessibility, privacy protection, security protection, and user support; and (3) perceptions of supporting servicespersonalization capability and transparency. We tested our research model using data from a two-stage survey of 3,065 users of three e-government services. The results showed that all design characteristics contributed to their respective service perceptions that influenced perceived service quality that in turn influenced citizen satisfaction. The finding of a three-way interaction among the service perceptions supported their complementary role in influencing perceived service quality.
Research Interests:
Combating COVID-19 fake news on social media through fact checking: antecedents and consequences The onset of the COVID-19 pandemic was accompanied with a pandemic of fake news spreading over social media (SM). Fact checking might help... more
Combating COVID-19 fake news on social media through fact checking: antecedents and consequences The onset of the COVID-19 pandemic was accompanied with a pandemic of fake news spreading over social media (SM). Fact checking might help combat fake news and a plethora of fact-checking platforms exist, yet few people actually use them. Moreover, whether fact checking is effective in preventing citizens from falling for fake news, particularly COVID-19 related, is unclear. Against this backdrop, we (a) examine potential antecedents to fact checking that can be a target for interventions and (b) establish that fact checking is actually effective for preventing the public from falling for harmful COVID-19 fake news. To do so, we use a representative U.S. sample collected in April of 2020. We find that awareness of fake news and patterns of active SM use (e.g., commenting on content on SM instead of just reading it) increases the fact checking of COVID-19 fake news, whereas SM homophily reduces fact checking and the effects of SM use as users are trapped in "echo chambers." We also find that fact checking helps users identify and follow accurate information on how to protect themselves against COVID-19 instead of false and often harmful claims propagated on SM. These findings highlight the importance of fact checking for combating COVID-19 fake news and help identify potential interventions.
Research Interests:
Highly conscientious workers are more motivated and productive than their less conscientious colleagues. Moreover, conscientious employees tend to be more satisfied and less stressed from their work. One consequence of the COVID-19... more
Highly conscientious workers are more motivated and productive than their less conscientious colleagues. Moreover, conscientious employees tend to be more satisfied and less stressed from their work. One consequence of the COVID-19 pandemic, however, is that many workers have transitioned to working remotely, often under conditions of less direct supervision and less clarity about expected work activities and outcomes. We proposed that this significant change in work context constitutes a weakening of situational strength that can change the relationship of conscientiousness with job strain, job satisfaction, and job performance. Using Meyer et al.'s (2010) conceptualization of situational strength, we tested the moderating effect of situational strength by surveying 474 white collar employees in a Fortune-1000 firm in 2019 and again in 2020 after they had all transitioned to working remotely. We found that the changes in work context due to COVID-19 significantly lowered scores on situational strength and this was accompanied by a stronger positive effect of conscientiousness on performance. Importantly, during COVID-19, the relationships of conscientiousness with strain and satisfaction showed a reversal of sign, with more conscientious workers reporting higher strain and lower satisfaction. These effects were partially mediated by job demands and were replicated with work hours. The results provide a test of situational strength theory and suggest that changes in situational strength due to COVID-19 may cause an organization's most conscientious employees to be at elevated risk for burnout and dissatisfaction, and consequently, turnover, if not managed appropriately.
Research Interests:
Background: Few studies examine physicians' use of different features of health information technology (HIT) in relation to their psychological empowerment and stress, especially in China where many hospitals are being pushed to share... more
Background: Few studies examine physicians' use of different features of health information technology (HIT) in relation to their psychological empowerment and stress, especially in China where many hospitals are being pushed to share digitized medical information. Further, there are mixed findings about the impact of HIT on stress, with some studies suggesting that HIT increases stress and others suggesting no effect. Hence, there is a need for a nuanced view of HITs to incorporate different features, regions, and outcomes. Objective: This work seeks to extend the existing body of knowledge on HIT by assessing the effects of basic (data-related) and advanced (clinical) HIT features on physician empowerment, stress and ultimately, job satisfaction in Chinese hospitals. Materials and methods: We surveyed 367 physicians at five Class 3 hospitals (i.e., regional hospitals that provide specialist medical and healthcare services and carry out high levels of teaching and scientific research tasks) in five provinces in China. We specified and estimated a structural equation model using partial least squares. Results: Physicians who used advanced features experienced improvement in all dimensions of physician empowerment and significant reduction in stress. Physicians who used basic technology, however, experienced improvement in fewer dimensions of physician empowerment and no significant change in stress. Except for efficacy, all dimensions of physician empowerment and stress predicted job satisfaction. Conclusion: Healthcare professionals should assess the purpose of HIT features and expect different effects on intermediate and ultimate outcomes. The nuanced view of HIT features and
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Mobile commerce (m-commerce) has become increasingly important for organizations attempting to grow revenue by expanding into international markets. However, for multinational mobile retailers (m-retailers), one of the greatest challenges... more
Mobile commerce (m-commerce) has become increasingly important for organizations attempting to grow revenue by expanding into international markets. However, for multinational mobile retailers (m-retailers), one of the greatest challenges lies in carefully managing their websites across multiple national markets. This work advances cross-national research on mretailing by (1) examining how value dimensions shape m-shoppers' motivations, (2) analyzing differential effects of hedonic and utilitarian motivations on intention and habit, and (3) examining the competing roles of conscious (intentional) and unconscious (habitual) mcommerce use drivers across developed and developing countries. This research also examines the moderating role of m-commerce readiness at the country level on the effect of motivation on intention and habit, along with their impact on m-commerce use. Based on data from 1,975 mshoppers in nine countries (Australia, Bangladesh, Brazil, India, Pakistan, Singapore, the United Kingdom, the United States, and Vietnam) across four continents, the results demonstrate differential relationships: consumers at an advanced (early) readiness stage are more likely to be hedonism-motivated (utility-motivated) when using m-commerce and tend to use it intentionally/consciously (habitually/unconsciously). In addition to advancing knowledge about m-commerce from a scientific perspective, the findings can help multinational firms decide whether to standardize or adapt m-shopping experiences when internationalizing.
Purpose In the aftermath of data breaches, many firms offer compensation to affected customers to recover from damaged customer sentiments. To understand the effectiveness of such compensation offerings, Goode et al. (2017) examined the... more
Purpose
In the aftermath of data breaches, many firms offer compensation to affected customers to recover from damaged customer sentiments. To understand the effectiveness of such compensation offerings, Goode et al. (2017) examined the effects of compensation offered by Sony following the PlayStation Network breach in 2011. Although Goode et al. (2017) present key insights on data breach compensation, it is unclear whether their findings generalize beyond the context of subscription-based gaming platforms whose customers are young and experience substantial switching costs. To address this issue, we conducted a methodological replication in a retail context with low switching costs.
Design/methodology/approach
In our replication, we examine the effects of compensation offered by Home Depot in the aftermath of its data breach in 2014. Home Depot is the largest home improvement retailer in the US and presents a substantially different context. Data were collected from 901 participants using surveys.
Findings
Our results were consistent with the original study. We found that in retail breaches, effective compensation needs to meet customers' expectations because overcompensation or undercompensation leads to negative outcomes, such as decreased repurchase intention.
Originality/value
Our study provides insights into the effectiveness of compensation in the retail context and confirms the findings of Goode et al. (2017).
In the aftermath of data breaches, many firms offer compensation to affected customers to recover from damaged customer sentiments. To understand the effectiveness of such compensation offerings, Goode et al. (2017) examined the effects of compensation offered by Sony following the PlayStation Network breach in 2011. Although Goode et al. (2017) present key insights on data breach compensation, it is unclear whether their findings generalize beyond the context of subscription-based gaming platforms whose customers are young and experience substantial switching costs. To address this issue, we conducted a methodological replication in a retail context with low switching costs.
Design/methodology/approach
In our replication, we examine the effects of compensation offered by Home Depot in the aftermath of its data breach in 2014. Home Depot is the largest home improvement retailer in the US and presents a substantially different context. Data were collected from 901 participants using surveys.
Findings
Our results were consistent with the original study. We found that in retail breaches, effective compensation needs to meet customers' expectations because overcompensation or undercompensation leads to negative outcomes, such as decreased repurchase intention.
Originality/value
Our study provides insights into the effectiveness of compensation in the retail context and confirms the findings of Goode et al. (2017).
Research Interests:
Purpose As information systems (IS) phenomena continue to emerge and evolve in our ever-changing economic and social contexts, researchers need to increase their focus on time in order to enrich our theories. The purpose of this paper is... more
Purpose
As information systems (IS) phenomena continue to emerge and evolve in our ever-changing economic and social contexts, researchers need to increase their focus on time in order to enrich our theories. The purpose of this paper is to present broad suggestions for IS researchers about how they can direct some of their research efforts to consider, conceptualize and incorporate time into research endeavors and how they might be mindful about considering and specifying time-related scope conditions of their research efforts.
Design/methodology/approach
The authors synthesize empirical studies and discuss three distinct yet related frameworks of time and the benefits they can provide. The authors choose two research streams that reflect dynamic economic and social contexts – namely, enterprise systems and social networks – to illustrate how time and frameworks of time can be leveraged in our theory development and research design.
Findings
The authors demonstrate that limited research in IS has incorporated a rich conceptualization and/or discussion of time. The authors build on this gap to highlight guidelines that researchers can adopt to enrich their view of time.
Originality/value
Given the dynamic nature of IS phenomena and the increased availability of longitudinal data, the authors’ suggestions aim to urge and guide IS researchers about ways in which they can incorporate time into their theory and study designs.
As information systems (IS) phenomena continue to emerge and evolve in our ever-changing economic and social contexts, researchers need to increase their focus on time in order to enrich our theories. The purpose of this paper is to present broad suggestions for IS researchers about how they can direct some of their research efforts to consider, conceptualize and incorporate time into research endeavors and how they might be mindful about considering and specifying time-related scope conditions of their research efforts.
Design/methodology/approach
The authors synthesize empirical studies and discuss three distinct yet related frameworks of time and the benefits they can provide. The authors choose two research streams that reflect dynamic economic and social contexts – namely, enterprise systems and social networks – to illustrate how time and frameworks of time can be leveraged in our theory development and research design.
Findings
The authors demonstrate that limited research in IS has incorporated a rich conceptualization and/or discussion of time. The authors build on this gap to highlight guidelines that researchers can adopt to enrich their view of time.
Originality/value
Given the dynamic nature of IS phenomena and the increased availability of longitudinal data, the authors’ suggestions aim to urge and guide IS researchers about ways in which they can incorporate time into their theory and study designs.
Life in academia is like life in no other profession. The intellectual freedom in conducting research coupled with the ability to positively impact the lives of students through teaching makes it exciting and noble. The road to success in... more
Life in academia is like life in no other profession. The intellectual freedom in conducting research coupled with the ability to positively impact the lives of students through teaching makes it exciting and noble. The road to success in making a difference through knowledge creation (research), knowledge dissemination (teaching) and activities related to both (service) is riddled with many challenges. While PhD programs are designed to teach students the nitty gritty details of conducting research, few focus on the broad issues of how to build a successful research program, how to build an effective teaching portfolio and how to do deal with the many other challenges encountered. Navigating the broader challenges of academia is often accomplished by trial-and-error or ad-hoc mentoring one may receive. Road to Success: A Guide for Doctoral Students and Junior Faculty Members in the Behavioral and Social Sciences by Viswanath Venkatesh provides advice and tools, seeks to help researchers achieve success by navigating through these very challenges.
The Internet of Things (IoT) is emerging as an integrated set of digital innovations with the potential to unleash unprecedented opportunities as well as to create significant challenges from both technological and societal perspectives.... more
The Internet of Things (IoT) is emerging as an integrated set of digital innovations with the potential to unleash unprecedented opportunities as well as to create significant challenges from both technological and societal perspectives. The emergence of IoT heralds a new dimension of a digital era with impact and influence that are not yet fully clear. This signals the opening of valuable opportunities for scholarly inquiries, particularly for information systems (IS) scholars. We posit that, as the IS discipline sits at the intersection of technical, business, and social applications of IT, which are also the essential dimensions of the impact of IoT, IS scholars are well positioned to understand and contribute to advancing research on this new topic and associated phenomena. This paper outlines the distinctive attributes of IoT and their implications for existing traditions of IS research. It further highlights some illustrative research perspectives from which IoT can be studied by IS scholars. We highlight a research agenda for IS in two different ways: first, by suggesting four categories of implications on IS research: (1) introduction of the physio-digital continuum; (2) multi-level exploration of IS; (3) composite affordances; and (4) heterogeneity; and second, by introducing four thematic impact domains: (1) impact on organizations; (2) impact on technology; (3) impact on individuals; and (4) impact on society.
Research Interests:
With a view toward improving the success of information and communication technology (ICT) initiatives in developing countries in general and India in particular, this work seeks to uncover reasons for success and failure of ICT for... more
With a view toward improving the success of information and communication technology (ICT) initiatives in developing countries in general and India in particular, this work seeks to uncover reasons for success and failure of ICT for development (ICT4D) initiatives. We draw on social networks theory in general and social contagion theory in particular, and examine the impact of advice network constructs on ICT kiosk use and the impact of ICT kiosk use on women's health outcomes, i.e., seeking modern medical care and maternal mortality. A two-level model-i.e., village and individual-was developed to understand how women in rural India were influenced by other women in their advice networks to use ICT kiosks, and the effects of ICT kiosk use on seeking modern medical care and maternal mortality. At the village level, we propose lead user network effects. At the individual level, we propose structural network effects of other women in a focal woman's network on individual outcomes of ICT kiosk use, seeking modern medical care, and maternal mortality. We focus on network position, i.e., centrality, and network tie strength, i.e., strong ties and weak ties, as explanatory variables. Specifically, we argue that strong tie centrality will have an adverse effect on ICT kiosk use, whereas weak tie centrality will have a favorable effect. We also argue ICT kiosk use will have a positive effect on seeking modern medical care and a negative effect on maternal mortality. Finally, we argue that seeking modern medical care will have a negative effect on maternal mortality. Our model was mostly supported in data collected about 6,710 women in 10 intervention group villages in rural India, and 8,344 women in the control group villages, over a period of approximately 7 years.
Research Interests:
The economic development of rural India requires connecting remote villages to local and global supply chains. Yet, high rates of financial exclusion inhibit rural Indians from participating in these supply networks. We review the... more
The economic development of rural India requires connecting remote villages to local and global supply chains. Yet, high rates of financial exclusion inhibit rural Indians from participating in these supply networks. We review the literature on financial inclusion, adoption, and blockchain in India, and posit that to resolve financial exclusion, the four challenges of geographical access, high cost, inappropriate banking products, and financial illiteracy need to be overcome. Next, we argue that blockchain technologies hold the potential to overcome most of these challenges. However, for blockchain technologies to become the cornerstone of financial inclusion initiatives, an understanding of technology adoption in India is needed. To guide the development of such understanding, we develop a research agenda on the antecedents of adoption, adoption patterns, and outcome of adoption. Answering these research questions will lead to a nuanced understanding of adoption of blockchain-based technologies in rural India. The practical contribution of this paper is the discussion of how blockchain can alleviate the issue of financial exclusion in rural India, thereby providing a basis for a solution that could connect rural Indians to global supply chain networks. The theoretical contribution lies in the identification of knowledge gaps that should be answered to achieve financial inclusion of rural Indians.
Research Interests:
Cognitive computing systems (CCS) are a new class of computing systems that implement more human-like cognitive abilities. CCS are not a typical technological advancement but an unprecedented advance toward human-like systems fueled by... more
Cognitive computing systems (CCS) are a new class of computing systems that implement more human-like cognitive abilities. CCS are not a typical technological advancement but an unprecedented advance toward human-like systems fueled by artificial intelligence. Such systems can adapt to situations, perceive their environments, and interact with humans and other technologies. Due to these properties, CCS are already disrupting established industries, such as retail, insurance and healthcare. As we make the case in this paper, the increasingly human-like capabilities of CCS challenge five fundamental assumptions that we-as IS researchers-have held about how users interact with IT artifacts. These assumptions pertain to the (i) direction of the user-artifact relationship, (ii) artifact's awareness of its environment, (iii) functional transparency, (iv) reliability, and (v) user's awareness of artifact use. We argue that the disruption of these five assumptions limit the applicability of our extant body of knowledge to CCS. Consequently, CCS present a unique opportunity for novel theory development and associated contributions. We argue that IS is well positioned to take this opportunity and present research questions that, if answered, will lead to interesting, influential and original theories.
Research Interests:
Agile methods are widely used in the software industry as a way to more rapidly develop and deliver new software. They define iterative work processes, advocate self-organization and openness for change, and prescribe how software... more
Agile methods are widely used in the software industry as a way to more rapidly develop and deliver new software. They define iterative work processes, advocate self-organization and openness for change, and prescribe how software developers interact with each other and external stakeholders. Despite their popularity, it is unclear how agile methods influence work exhaustion in software developers and how developer skills play into this effect. On the one hand, agile methods may reduce software developers’ work exhaustion by leveling out their workload across the entire duration of a project. On the other hand, agile methods exert a high level of pressure on software developers to continuously deliver working software, create many intensive social interactions, and to frequently adapt to changes. In light of these effects, prior research could not explain why some software developers become less exhausted from using agile methods, whereas others perceive the exact opposite. Based on the job demand-control model, we develop a theoretical model connecting agile method use to individual developer skills and to two established determinants of employee exhaustion: role conflict and role ambiguity. We tested our research model in a field study among 1,894 software developers in 217 project teams that used agile methods. The random coefficient modeling results show that agile method use facilitates the achievement of clear and unambiguous role perceptions and thereby reduces work exhaustion in developers, particularly if developers possess the organizational skills to effectively interact with others in their organization. We highlight implications for theory on the individual-level effects of software development methods and provide practical insights for software companies.
Research Interests:
Purpose Retailers are implementing technology-enabled mobile checkout processes in their stores to improve service quality, decrease labor costs and gain operational efficiency. These new checkout processes have increased customer... more
Purpose
Retailers are implementing technology-enabled mobile checkout processes in their stores to improve service quality, decrease labor costs and gain operational efficiency. These new checkout processes have increased customer convenience primarily by providing them autonomy in sales transactions in that store employee interventions play a reduced role. However, this autonomy has the unintended consequence of altering the checks and balances inherent in a traditional employee-assisted checkout process. Retailers, already grappling with shoplifting, with an estimated annual cost of billions of dollars, fear that the problem may be exacerbated by mobile checkout and concomitant customer autonomy. The purpose of this paper is to understand the effect of mobile checkout processes in retail stores on cybercrime in the form of shoplifting enabled by a technology transformed the retail environment.
Design/methodology/approach
The authors conducted an online survey of a US sample recruited from a crowdsourced platform. The authors test a research model that aims to understand the factors that influence the intention to shoplift in three different mobile checkout settings − namely, smartphone checkout settings, store-provided mobile device checkout settings, and employee-assisted mobile checkout settings − and compare it with a traditional fixed location checkout setting.
Findings
The authors found that, in a smartphone checkout setting, intention to shoplift was driven by experiential beliefs and peer influence, and experiential beliefs and peer influence had a stronger effect for prospective shoplifters when compared to experienced shoplifters; in a store-provided mobile devices checkout setting, experiential beliefs had a negative effect on shoplifters’ intention to shoplift and the effect was weaker for prospective shoplifters when compared to experienced shoplifters. The results also indicated that in an employee-assisted mobile checkout setting, intention to shoplift was driven by experiential beliefs and peer influence, and experiential beliefs had a stronger effect for prospective shoplifters when compared to experienced shoplifters.
Originality/value
This study is the among the first, if not first, to examine shoplifters’ intention to shoplift in mobile checkout settings. We provide insights into how those who may not have considered shoplifting in less favorable criminogenic settings may change their behavior due to the autonomy provided by mobile checkout settings and also provide an understanding of the shoplifting intention for both prospective and experienced shoplifters in different mobile checkout settings.
Retailers are implementing technology-enabled mobile checkout processes in their stores to improve service quality, decrease labor costs and gain operational efficiency. These new checkout processes have increased customer convenience primarily by providing them autonomy in sales transactions in that store employee interventions play a reduced role. However, this autonomy has the unintended consequence of altering the checks and balances inherent in a traditional employee-assisted checkout process. Retailers, already grappling with shoplifting, with an estimated annual cost of billions of dollars, fear that the problem may be exacerbated by mobile checkout and concomitant customer autonomy. The purpose of this paper is to understand the effect of mobile checkout processes in retail stores on cybercrime in the form of shoplifting enabled by a technology transformed the retail environment.
Design/methodology/approach
The authors conducted an online survey of a US sample recruited from a crowdsourced platform. The authors test a research model that aims to understand the factors that influence the intention to shoplift in three different mobile checkout settings − namely, smartphone checkout settings, store-provided mobile device checkout settings, and employee-assisted mobile checkout settings − and compare it with a traditional fixed location checkout setting.
Findings
The authors found that, in a smartphone checkout setting, intention to shoplift was driven by experiential beliefs and peer influence, and experiential beliefs and peer influence had a stronger effect for prospective shoplifters when compared to experienced shoplifters; in a store-provided mobile devices checkout setting, experiential beliefs had a negative effect on shoplifters’ intention to shoplift and the effect was weaker for prospective shoplifters when compared to experienced shoplifters. The results also indicated that in an employee-assisted mobile checkout setting, intention to shoplift was driven by experiential beliefs and peer influence, and experiential beliefs had a stronger effect for prospective shoplifters when compared to experienced shoplifters.
Originality/value
This study is the among the first, if not first, to examine shoplifters’ intention to shoplift in mobile checkout settings. We provide insights into how those who may not have considered shoplifting in less favorable criminogenic settings may change their behavior due to the autonomy provided by mobile checkout settings and also provide an understanding of the shoplifting intention for both prospective and experienced shoplifters in different mobile checkout settings.
Research Interests:
Initiatives to leverage information and communication technologies for development (ICT4D) have attracted huge investments, especially in less developed countries. However, the success rate of such initiatives has been low. Prior research... more
Initiatives to leverage information and communication technologies for development (ICT4D) have attracted huge investments, especially in less developed countries. However, the success rate of such initiatives has been low. Prior research on this topic has argued for various individual and network characteristics as predictors of information and communication technology (ICT) use and consequent benefits. We argue that, in order to garner potential benefits of the local information and knowledge resources embedded in citizens’ advice networks, hybrid governance that combines leadership by the local government and the technology sponsor is required. We further theorize that leadership by the local government or the technology sponsor for different stages of the ICT4D initiative affects the salience of the pathways through which benefits of citizens’ advice networks accrue. We found support, in a longitudinal field study in 10 villages in India (2,980 heads of households), for our theory that hybrid governance modes outperform those that are homogeneous. Leadership by the local government for the pre-launch stage and by the technology sponsor for the post-launch stage was the most effective in promoting the behavioral pathway for economic benefits—that is, leveraging advice networks for ICT use and consequently realizing gains in income. In contrast, leadership by the technology sponsor for the pre-launch stage and by the local government for the post-launch stage was the most effective in promoting the informational pathway—that is, leveraging information and knowledge from advice networks to directly generate gains in income. Adjacent villages that did not have a similar ICT4D initiative did not experience a comparable growth in farmer income.
Research Interests:
This paper examines the role of parenting behaviors in influencing children's Internet addiction and the consequences of children's Internet addiction on parents' job outcomes. First, we draw on attachment theory to theorize that five... more
This paper examines the role of parenting behaviors in influencing children's Internet addiction and the consequences of children's Internet addiction on parents' job outcomes. First, we draw on attachment theory to theorize that five parenting behaviors (i.e., parental control, monitoring, unstructured time, dissuasion, and rationalization) affect children's Internet addiction and their effects are moderated by the children's views of parent–child attachment. Second, we draw on research on the work–family interface to theorize that children's Internet addiction affects parents' job outcomes (i.e., job satisfaction, organizational commitment, and work exhaustion) and the effects are mediated by family-to-work conflict. We tested our hypotheses using an integrated research approach that includes quantitative and qualitative data. We conducted an online survey to collect quantitative responses from 776 parent–child dyads. The results of our model showed that the effects of parenting behaviors on children's Internet addiction, except for dissuasion, were moderated by the children's views of parent–child attachment. Also, family-to-work conflict mediated the effects of children's Internet addiction on parents' job satisfaction, organizational commitment, and work exhaustion. We collected qualitative data via interviews from 50 parents to cross-validate the results from the quantitative study.
Research Interests:
Purpose Realizing value from information and communication technology (ICT) in procurement in developing countries is complex due to diverse stakeholders and intertwined procurement processes. The purpose of this paper is to examine the... more
Purpose
Realizing value from information and communication technology (ICT) in procurement in developing countries is complex due to diverse stakeholders and intertwined procurement processes. The purpose of this paper is to examine the experience of the Government of Jamaica in leveraging ICTs as an intervention to transform its procurement operations and combat corruption.
Design/methodology/approach
The study examines conversations with employees in the Government of Jamaica to understand key milestones in its procurement history. Based on the view that the intervention context is an ecosystem where multiple and inconsistent views of the e-procurement system evolve over time, the study analyzes milestones to reveal key actions that contributed either to the initial success of or introduced challenges to the e-procurement system.
Findings
The findings suggest that inducing positive sentiments about the intervention through transparency will overcome a long history of negative sentiments about the initiatives of government bodies in general. Furthermore, positive sentiments may not be directly related to the e-procurement system.
Research limitations/implications
The study offers important insights that government bodies in similar contexts can apply to guide initiatives for transforming procurement operations. For instance, training should emphasize not only the technical aspects of the system from the perspective of different stakeholders but also their job descriptions. Future research may examine other initiatives in developing countries to compare the role of sentiments over time.
Originality/value
The study adopts a unique approach to understand the experience of a developing country in harnessing ICTs to transform procurement operations.
Realizing value from information and communication technology (ICT) in procurement in developing countries is complex due to diverse stakeholders and intertwined procurement processes. The purpose of this paper is to examine the experience of the Government of Jamaica in leveraging ICTs as an intervention to transform its procurement operations and combat corruption.
Design/methodology/approach
The study examines conversations with employees in the Government of Jamaica to understand key milestones in its procurement history. Based on the view that the intervention context is an ecosystem where multiple and inconsistent views of the e-procurement system evolve over time, the study analyzes milestones to reveal key actions that contributed either to the initial success of or introduced challenges to the e-procurement system.
Findings
The findings suggest that inducing positive sentiments about the intervention through transparency will overcome a long history of negative sentiments about the initiatives of government bodies in general. Furthermore, positive sentiments may not be directly related to the e-procurement system.
Research limitations/implications
The study offers important insights that government bodies in similar contexts can apply to guide initiatives for transforming procurement operations. For instance, training should emphasize not only the technical aspects of the system from the perspective of different stakeholders but also their job descriptions. Future research may examine other initiatives in developing countries to compare the role of sentiments over time.
Originality/value
The study adopts a unique approach to understand the experience of a developing country in harnessing ICTs to transform procurement operations.
Research Interests:
The recent phenomenon that has become known as the European refugee crisis is, in reality, a global problem. Accordingly, issues regarding refugee integration have become a central debate topic worldwide. In this paper, we examine how... more
The recent phenomenon that has become known as the European refugee crisis is, in reality, a global problem. Accordingly, issues regarding refugee integration have become a central debate topic worldwide. In this paper, we examine how refugees use information and communication technology (ICT) in different regions across the world to understand how ICT supports their desperate journey to safety, their stay in temporary settlement camps, and their post-settlement inclusion in host countries. We conducted a series of interviews with Syrian refugees in Berlin, Germany, to collect preliminary insights. Then, we organized panel discussions at two key information systems conferences (ICIS 2016 and ECIS 2017) that involved participants from various countries. The panel discussions revealed seven key research themes: accessibility to information, availability of education and linguistic resources, admissibility to labor markets and entrepreneurship opportunities, communicability with home country, connectedness with local population, interactivity with host government, and volunteer coordination. We discuss how ICT might help to address issues related to each theme, present research questions relevant to each theme, and supply an illustration of how ICT has been employed to address an aspect of each theme. Insights gathered lead to theoretical implications and future opportunities for research in the information systems field, practical implications for different stakeholders interested in refugee integration to consider, and social implications related to refugee crisis that we cannot ignore.
Research Interests:
As new information technology (IT) platforms continue to emerge, the technical project risk associated with developing IT projects for these platforms is particularly challenging for organizations. We develop a nomological network of... more
As new information technology (IT) platforms continue to emerge, the technical project risk associated with developing IT projects for these platforms is particularly challenging for organizations. We develop a nomological network of people, process, and technology to gain insight into how the effect of technical project risk can be mitigated at the IT project team level. Drawing on cultural contingency theory, the IT project risk framework, and the IT project management literature, we elaborate on the IT project team composition and team processes necessary to mitigate technical project risk. We tested the nomological network by conducting a field study of 325 IT project teams over a 3-year period at a large corporation in China. We found that project risk mitigation processes mediated the effect of IT project teams’ cultural composition on IT project performance, and the effect of these processes on IT project performance was stronger under high levels of technical project risk compared to low levels of such risk. By incorporating the cultural contingency theory into developing a nomological network of technical risk mitigation processes, this work not only contributes to the IT project management literature, but also provides suggestions for practitioners on how to better leverage people, process, and technology in mitigating IT project risks.
Research Interests:
The explosive growth of mobile devices and their widespread acceptance by customers along with the potential benefits of autoID technologies have prompted retailers to consider adoption of emerging technologies. Their motives are to... more
The explosive growth of mobile devices and their widespread acceptance by customers along with the potential benefits of autoID technologies have prompted retailers to consider adoption of emerging technologies. Their motives are to enhance in-store customer shopping experience and to acquire an advantage in the competitive retail environment. Two interrelated issues nevertheless have been a hindrance: mobile shopping application usability and customers' privacy concerns. Drawing on a recently developed conceptualisation of mobile application usability and the multidimensional developmental theory of privacy, we tackle these two issues. We theorise about the impact of artifact design on mobile application usability and the consequent impact of usability on customers' privacy concerns and shopping efficiency. We tested our hypotheses in two retail store laboratory studies in which the participants were assigned to two different shopping tasks: general browsing (n = 194) and goal-directed shopping (n = 190). We found that adhering to mobile application usability principles could mitigate privacy concerns and consequently, improve shopping efficiency. Our findings suggest new avenues to alleviate customers' privacy concerns using artifact design, thus complementing conventional approaches that focus on preventive measures to deal with the issue of privacy concerns.
Research Interests:
Cyberdeviance, intentional use of information technology (IT) in the workplace that is contrary to the explicit and implicit norms of the organization and that threatens the well-being of the organization and/or its members, is an... more
Cyberdeviance, intentional use of information technology (IT) in the workplace that is contrary to the explicit and implicit norms of the organization and that threatens the well-being of the organization and/or its members, is an important research stream that has gained attention in academia and industry. Prior studies have treated different forms of cyberdeviance as different phenomena, resulting in a lack of a collective underlying conceptualization of cyberdeviance. This work inductively and empirically derives a typology of cyberdeviance with 439 respondents across three phases. Our results suggest that cyberdeviance varies along 3 dimensions: cyberdeviant behaviors that are minor versus serious; cyberdeviant behaviors that target individuals versus organizations; and cyberdeviant behaviors that require low versus high technical skill. We thus provide a comprehensive framework that fosters a logical linkage of various research programs related to cyberdeviance to guide future research investigation. The typology will help managers to distinguish different cyberdeviant behaviors and implement suitable interventions depending on the behavior.
Research Interests:
Despite promising growth, mobile commerce (m-commerce) still represents only a small proportion of the world's total e-commerce market. This work moves away from the predominantly utilitarian focused and single, typically developed,... more
Despite promising growth, mobile commerce (m-commerce) still represents only a small proportion of the world's total e-commerce market. This work moves away from the predominantly utilitarian focused and single, typically developed, country market scope of past research to examine and provide a more nuanced understanding of customers' motivationsnamely, utilitarian or hedonic-for using m-commerce across six countries. The six-country context, with data collected from 1,183 m-commerce users, offers a unique opportunity to advance mobile retailing literature by comparing customers' value perceptions, trust, and m-commerce use across disparate national markets. Treating motivations as conditions activated by individuals' chronic regulatory orientations, our results show that hedonic motivation plays a more significant role in influencing customers' value perceptions and trust for those who are promotion-oriented (Australia and U.S.), whereas utilitarian motivation plays a more important role for those who are prevention-oriented (Bangladesh and Vietnam). Finally, both hedonic and utilitarian motivations play an important role in influencing customers' value perceptions and trust for those who are moderately promotion-and prevention-oriented (India and Pakistan). These results offer insights to mobile retailers operating internationally as they must decide whether to standardize or adapt the mobile shopping environment in order to deliver the most valuable, trustworthy, and engaging solutions to customers.
Research Interests:
This paper integrates three streams of research in information systems─i.e., IS success, technology adoption, and human-centered design principles─to extend our understanding of technology use. A theoretical framework that incorporates... more
This paper integrates three streams of research in information systems─i.e., IS success, technology adoption, and human-centered design principles─to extend our understanding of technology use. A theoretical framework that incorporates the core ideas from these three streams of research, along with task, is presented. We leverage the proposed framework to present propositions that could guide future work. Specifically, the propositions developed relate system design principles to use and net benefits (i.e., job performance and job satisfaction) and rich use to job performance. We further suggest several broad potential future research directions.
Purpose Mobile technologies are increasingly used as a data source to enable big data analytics that enable inventory control and logistics planning for omnichannel businesses. The purpose of this paper is to focus on the use of mobile... more
Purpose
Mobile technologies are increasingly used as a data source to enable big data analytics that enable inventory control and logistics planning for omnichannel businesses. The purpose of this paper is to focus on the use of mobile technologies to facilitate customers’ shopping in physical retail stores and associated implementation challenges.
Design/methodology/approach
First, the authors introduce three emerging mobile shopping checkout processes in the retail store. Second, the authors suggest that new validation procedures (i.e. exit inspections) necessary for implementation of mobile-technology-enabled checkout processes may disrupt traditional retail service processes. The authors propose a construct labeled “tolerance for validation” defined as customer reactions to checkout procedures. The authors define and discuss five dimensions – tolerance for: unfair process; changes in validation process; inconvenience; mistrust; and privacy intrusion. The authors develop a measurement scale for the proposed construct and conduct a study among 239 customers.
Findings
The results show that customers have higher tolerance for validation under scenarios in which mobile technologies are used in the checkout processes, as compared to the traditional self-service scenario in which no mobile technology is used. In particular, the customers do not show a clear preference for specific mobile shopping scenarios.
Originality/value
These findings contribute to our understanding of a challenge that omnichannel businesses may face as they leverage data from digital technologies to enhance collaborative planning, forecasting, and replenishment processes. The proposed construct and measurement scales can be used in future work on omnichannel retailing.
Mobile technologies are increasingly used as a data source to enable big data analytics that enable inventory control and logistics planning for omnichannel businesses. The purpose of this paper is to focus on the use of mobile technologies to facilitate customers’ shopping in physical retail stores and associated implementation challenges.
Design/methodology/approach
First, the authors introduce three emerging mobile shopping checkout processes in the retail store. Second, the authors suggest that new validation procedures (i.e. exit inspections) necessary for implementation of mobile-technology-enabled checkout processes may disrupt traditional retail service processes. The authors propose a construct labeled “tolerance for validation” defined as customer reactions to checkout procedures. The authors define and discuss five dimensions – tolerance for: unfair process; changes in validation process; inconvenience; mistrust; and privacy intrusion. The authors develop a measurement scale for the proposed construct and conduct a study among 239 customers.
Findings
The results show that customers have higher tolerance for validation under scenarios in which mobile technologies are used in the checkout processes, as compared to the traditional self-service scenario in which no mobile technology is used. In particular, the customers do not show a clear preference for specific mobile shopping scenarios.
Originality/value
These findings contribute to our understanding of a challenge that omnichannel businesses may face as they leverage data from digital technologies to enhance collaborative planning, forecasting, and replenishment processes. The proposed construct and measurement scales can be used in future work on omnichannel retailing.
Research Interests:
We integrate control theory and the information systems (IS) project management literature using a multilevel lens to theorize the cross-level effects of technical IS project risk on individual developer outcomes-performance and... more
We integrate control theory and the information systems (IS) project management literature using a multilevel lens to theorize the cross-level effects of technical IS project risk on individual developer outcomes-performance and psychological stress-and the mechanisms by which IS project managers' project-related knowledge attenuates this relationship. We argue that IS project managers with project-related knowledge mitigate technical IS project risk by facilitating the enactment of internal and external process controls in their IS projects. Our empirical study involves data collected from 1,230 individual developers embedded in 130 IS project teams that are managed by 20 IS project managers. Our results provide strong support for the three-level model and its set of (a) cross-level main effects of technical IS project risk on individual developer outcomes, (b) cross-level main effects of IS project manager projectrelated knowledge on enacted internal and external process controls, and (c) cross-level moderation of the relationship between technical IS project risk and individual developer outcomes by IS project manager projectrelated knowledge through internal and external process controls. Our study provides insights on how IS project management, IS project process controls, and technical IS project risk must be managed as a system of multilevel dependencies to achieve the desired developer outcomes.
Given the enormous amount of data created through customers' transactions in retail stores, it comes as no surprise that retailers are actively seeking initiatives to leverage big data and offer their customers superior services that... more
Given the enormous amount of data created through customers' transactions in retail stores, it comes as no surprise that retailers are actively seeking initiatives to leverage big data and offer their customers superior services that provide mutual, previously unattainable benefits. Nonetheless, fulfilment of such a strategic aim requires customers to adopt and embrace emerging technology-driven services. Exploring customers' perceptions of such big data initiatives in retail environments, we develop a model examining the effects of technology enablers and privacy concerns on critical shopping outcomes including repatronage intentions, store image, and intention to use medium in the context of recently identified service configurations. We conduct an exploratory study to understand customers' reactions toward emerging shopping scenarios and to enhance our survey instrument and then conduct an online survey (n = 442) to test our model. We found that customers' usefulness perceptions of emerging services positively affected their intentions to use medium, and that their privacy concerns about the amounts of personal information, being collected through emerging services, negatively affected their repatronage intentions and store image. We discuss the implications of our work for research and practice.
Research Interests:
The success of information systems development (ISD) projects depends on the developers who deliver them. However, developers face many challenges in bringing an ISD project to successful completion. These projects are often large, highly... more
The success of information systems development (ISD) projects depends on the developers who deliver them. However, developers face many challenges in bringing an ISD project to successful completion. These projects are often large, highly complex, with volatile targets, creating a stressful environment for developers. Although prior literature has considered how technical ISD risk factors, such as project size, complexity and target volatility, affect team-and project-level outcomes, their effect on developers has received limited attention. This gap in the literature is problematic for two reasons: (1) the interplay between developers and project characteristics are unaccounted for, resulting in an incomplete picture of ISD; and (2) developer stress has been shown to reduce team performance. In this research, we examine the role of empowering leadership in reducing developer stress in ISD. We develop a multilevel model of the effect of empowering leadership on the relationship between technical ISD risk factors and developers' role perceptions, and explore the consequences for developers' stress. The model was tested in a field study of 350 developers in 73 ISD teams from a large U.S.-based firm. Results showed that empowering leadership ameliorated the negative effects of project size and target volatility on role ambiguity as well as the negative effects of project size, complexity, and target volatility on role conflict and stress. We also found that empowering leadership reduced role ambiguity, role conflict, and stress directly, and that role ambiguity and role conflict increased stress. Project size, complexity, and target volatility were found to increase empowering leadership behaviors. We conclude that empowering leadership can be an effective means of helping developers cope with technical ISD risk factors and discuss the implications of our findings for research and practice.
We address a grand economic challenge faced by women in rural India. We consider the interplay of women’s social networks (ties to family, to community, and to men in power), information and communication technology (ICT) use, and time in... more
We address a grand economic challenge faced by women in rural India. We consider the interplay of women’s social networks (ties to family, to community, and to men in power), information and communication technology (ICT) use, and time in relating to the initiation and success of women’s entrepreneurial ventures. Results from a seven-year field quasi-experiment in 20 rural villages in India support the model. Ties to family and community positively, and to men in power negatively, relate to ICT use, entrepreneurial activity, and entrepreneurial profit. ICT intervention also strongly impacts entrepreneurship, with 160 new businesses in the 10 intervention villages compared to 40 in the controls. Results also demonstrate the dynamic interplay of social networks and ICT use. For ties to family and community, the amplification effect is such that the highest levels of entrepreneurial activity and success are observed among women with high centrality and ICT use—effects that increase over time. For ties to men in power, ICT use is associated with increased entrepreneurial activity only when these ties are low, but these interactive temporary temporal patterns do not emerge for profit. We address implications for the grand challenges of empowering women in less developed countries.
A key objective of knowledge management system (KMS) implementations is to facilitate job outcomes, such as job performance and job satisfaction. Prior KMS research indicates many KMS implementations have failed to achieve their intended... more
A key objective of knowledge management system (KMS) implementations is to facilitate job outcomes, such as job performance and job satisfaction. Prior KMS research indicates many KMS implementations have failed to achieve their intended job outcomes, such as job performance and job satisfaction, and one important reason for failure could be that employees do not know how to use a KMS to enhance job outcomes. Given that research on this topic is scant and the findings inconsistent, this paper sought to develop a better understanding of the topic. Specifically, we examine how employees can use a small number of KMS features to get a majority of their job tasks done. Limited research has used a systematic approach to identify these features, examined drivers of using these features, and impacts of the use of such features on job outcomes. Based on a literature review, we first identified several KMS features. Then, these features were examined using a qualitative study among 35 employees in a large organization in the finance industry to identify the key KMS features that could contribute positively to job outcomes. We then developed a nomological network of KMS feature use. Leveraging social network theory, we present peer support ties in general, and help-seeking ties and help-providing ties in particular, as key drivers of the use of these features and job outcomes. We also present various competing hypotheses for the effects from peer support to KMS feature use, KMS feature use to job outcomes, and peer support to job outcomes. We conducted a quantitative study (n = 1,441) in the same organization (noted above) to validate our model. Results indicated that our model was largely supported.
Research Interests:
This paper draws from communication research and negative asymmetry theory to examine how employee social network ties at work affect deep structure use and job performance in the context of an enterprise system (ES) implementation.... more
This paper draws from communication research and negative asymmetry theory to examine how employee social network ties at work affect deep structure use and job performance in the context of an enterprise system (ES) implementation. Specifically, we examine how the content (i.e., advice and impeding) and source (i.e., friends and acquaintances) of social network ties interact with one another to influence both deep structure use of the new ES and employee job performance. A longitudinal field study was conducted, with data collected from 145 employees and their supervisors in a business unit of a large multinational telecommunications firm. Results show that both source and content of social network ties influenced deep structure use of the new ES as well as employee job performance. This work contributes to the ES implementation literature by examining the influence of both positive and negative social ties. This work also identifies an important boundary condition of negative asymmetry theory by showing that not all negative stimuli influences behavior equally.
Research Interests:
Drawing on expectation confirmation research, we develop hypotheses regarding the effect of compensation on key customer outcomes following a major data breach and consequent service recovery effort. Data were collected in a longitudinal... more
Drawing on expectation confirmation research, we develop hypotheses regarding the effect of compensation on key customer outcomes following a major data breach and consequent service recovery effort. Data were collected in a longitudinal field study of Sony customers during their data breach in 2011. A total of 144 customers participated in the two-phase data collection that began when the breach was announced and concluded after reparations were made. Using polynomial modeling and response surface analysis, we demonstrate that a modified assimilation-contrast model explained perceptions of service quality and continuance intention and a generalized negativity model explained repurchase intention. The results of our work contribute to research on data breaches and service failure by demonstrating the impacts of compensation on customer outcomes. We discuss theoretical and practical implications.