Time: May 21, 2024 8:00-16:00
Platform: Online via Tencent Meeting (Meeting ID: 263-222-237)
Organizer: School of Management, Hefei University of Technology
Report I
Title: Choice-equipped Chatbots in Customer Service: A Blessing or a Curse?
Time: May 21, 2024 08:10 a.m.-09:10 a.m.
Abstract:
During interactions with customers, service chatbots are increasingly equipped to provide choices to streamline the service delivery process. This research investigates when and why the implementation of choices enhances or impairs customers’ service experience. Based on the concept of fluency, we posit that the implementation of choices is beneficial only after a conversational breakdown due to a chatbot failure; otherwise, the value of choice provision for facilitating fluency may not be salient enough. We further propose that choice provision is counterproductive when the choice set is incomprehensive, reducing (rather than enhancing) the fluency in the use of provided choices for a subsequent decision. We conducted several experiments to test these hypotheses. By illuminating when and why choice implementation may help or harm customers during a chatbot-initiated service interaction, we augment the current understanding of a chatbot’s role in customers’ service experience and provide insights for the deployment of choice-equipped chatbots in customer service.
Report II
Title: The Janus Face of Ideation with Generative AI: Enabling and Constraining Effect on Creation Outcomes
Time: May 21, 2024 09:10 a.m.-10:10 a.m.
Speaker: Professor Heshan Sun, University of Oklahoma
Abstract:
This research examines the dual role of Generative AI in ideation tasks, exploring its potential to both enhance and constrain ideation performance and individual dignity (i.e., how people perceive their values). The research identifies three characteristics of Generative AI—breadth of exploration, depth of exploration, and hallucination—in a collaborative ideation setting. We propose two novel constructs, AI-enabled serendipity and fixation on AI-generation, to understand how characteristics of Generative AI shape human-AI interaction and influence both the ideation outcome and individual dignity perceptions. To test the proposed research model, this study proposes a 2x2 experimental design, employing a self-developed conversational GenAI tool, Idea Hub, which varies in breadth and depth of exploration. This research aims to fill gaps in the literature by systematically examining the influence of GenAI characteristics on human-AI collaboration, with implications for enhancing human creativity while preserving individual dignity.
Biography:
Heshan Sun is a professor and the Richard Van Horn Professor of IT and Analytics in the management information systems division. He is the coordinator of the MIS division’s Ph.D. program. His research centers around how information technology profoundly influences and interacts with individuals, organizations, and society. Specifically, his research interests include human technology/AI interaction, business analytics, and online crowd behavior. His published and forthcoming papers have been in many prestigious academic journals such as MIS Quarterly, Information Systems Research, Journal of the Association for Information Systems, Decision Support Systems, International Journal of Human-Computer Studies, and Journal of the American Society for Information Science and Technology. He is a Senior Editor at MIS Quarterly, the Journal of the Association for Information Systems, and the AIS Transactions on HCI.
Report III
Title: How CIO Political Skill Influences Organizational Agility: The Mediating Role of CIO-Top Management Team Behavioral Integration
Time: May 21, 2024 10:10 a.m.-11:10 a.m.
Speaker: Professor Daniel Qi Chen, Baylor University
Abstract:
The study investigates how CIOs may promote organizational agility. Drawing on the research streams of organizational politics, top management team (TMT) behavioral integration, and agility, we argue political skill is vital for the CIO to contribute to organizational agility. We conjecture the impact of CIO political skill on organizational agility is mediated by CIO-TMT behavioral integration. Furthermore, the mediation relationship is moderated by CIO business knowledge. An integrative research model is developed based upon the conceptual foundations and validated through questionnaire data collected from 218 matched CIO/TMT dyads. Results from our data analyses suggest, whereas CIO-TMT behavioral integration plays a critical role in building organizational agility, the CIO must leverage his/her political skill to exert influence on other business executives and organizational outcomes.
Biography:
Daniel Chen holds the Randall W. and Sandra Ferguson Endowed Professorship within the Department of Information Systems and Business Analytics at Baylor University’s Hankamer School of Business in the USA. His research delves into the effective management of technological innovations, exploring strategies for investment and deployment. His work has been featured in esteemed management journals such as Information Systems Research, the Journal of the Association for Information Systems, the Journal of Management Information Systems, the Journal of Operations Management, and MIS Quarterly, among others. Chen is actively engaged in the academic community, having served on the editorial boards of several prestigious journals. Presently, he holds the position of Senior Editor for the Journal of the Association for Information Systems, and serves as an Associate Editor for the Journal of Operations Management and Decision Sciences Journal.
Report IV
Title: How Technostressors Influence Job and Family Satisfaction: Exploring the Role of Work–Family Conflict
Time: May 21, 2024 11:10 a.m.-12:10 p.m.
Speaker: Professor Christy M. K. Cheung, Hong Kong Baptist University
Abstract:
Recent developments in information and communication technology have blurred the line between the workplace and the home. This can have a negative influence on employees' well-being and thus has gained increasing attention from academics and practitioners. In this study, we developed a research model based on the transactional perspective of stress and the challenge–hindrance stressor framework. We defined the two dimensions of work–family conflict as the perceptual stress resulting from a chronic challenge and hindrance technostressors, which ultimately affect employees' satisfaction in both the work and family domains. We tested our model using a three-wave time-lagged survey study with data collected from 268 employees. Challenge and hindrance technostressors had different effects on these two main forms of work–family conflict (time-based and strain-based) but further induced negative effects on both job and family satisfaction. Overall, we make both scientific and practical contributions to the fields of work-related technology use and work–family conflict.
Biography:
Christy M.K. Cheung currently holds the position of Chair Professor in Information Systems and Digital Innovation Management at Hong Kong Baptist University, where also serves as the Director of the Research Office. Her research interests revolve around IT and User Behaviors, Social Media and Electronic Commerce, and IT and Societal Implications. She has made significant contributions to the field, with over 200 refereed articles in esteemed international journals and conference proceedings. Her work has been featured in prominent publications such as European Journal of Information Systems, Information Systems Journal, Information Systems Research, Journal of Information Technology, Journal of Management Information Systems, Journal of the Association for Information Systems, MIS Quarterly, and many others. Christy has also assumed various academic leadership roles. She has been serving as the Editor-in-Chief of Internet Research since 2016. Additionally, she has held Senior Editor and Associate Editor positions for several major IS journals, including Information Systems Journal, Information Systems Research, Journal of Association Information Systems, and others.
Report V
Title: How Collaboration Technology Use Affects IT Project Team Creativity: Integrating Team Knowledge and Creative Synthesis Perspectives
Time: May 21, 2024 14:00 p.m.-15:00 p.m.
Speaker: Professor Yulin Fang, University of Hong Kong
Abstract:
Contemporary IT project teams engage in creative problem solving to address increasingly complex business problems, which highlights the need to promote IT project team creativity. Collaboration technologies are widely used in IT project teams, but little is known about what collaboration technology features can be used to improve IT project team creativity and the underlying influencing mechanisms. To address this important gap, the current study builds on the extended team knowledge framework to identify collaboration technology features and decodes their influencing mechanisms on IT project team creativity by drawing on the novel creative synthesis theory originating in the management literature to the IT project team context. We identify three sets of collaboration technology support features, that of awareness knowledge supports, long-term knowledge supports, and transitional knowledge supports, and posit that their use can improve IT project team creativity via facilitating the creative synthesis process which includes three sub-constructs of collective attention, similarity building, and enacting ideas. The research model is supported in general by empirical data collected through a multi-sourced survey of over 500 team members and their leaders from 62 IT project teams. Theoretical and practical implications are discussed.
Biography:
Yulin Fang is a Professor of Innovation and Information Management and Director of the Institute of Digital Economy and Innovation (IDEI) at HKU Business School. Before joining HKU, he was the Acting Head of the Department of Information Systems and Residence Master of Sir Gordon and Lady Ivy Wu Hall at City University of Hong Kong. His research interests include digital innovation, digital entrepreneurship, digital transformation, platform ecosystems, and e-commerce/social media. He has published over 70 research articles in renowned information systems and management journals, including MIS Quarterly, Information Systems Research, Journal of Management Information Systems, Journal of the Association for Information Systems, Strategic Management Journal, Journal of Management Studies, Organizational Research Methods, Journal of Operations Management, Journal of Organizational Behavior among others. He has served as a Senior Editor of Information Systems Research, Information Systems Journal, Journal of Information Technology. He is the Co-Editor-in-Chief of Information Technology & People. He was awarded the Associate Editor of the Year (2015) for his editorial services to Information Systems Research. He has also regularly served as a track co-chair for International Conference on Information Systems (ICIS) and Pacific Asia Conference on Information Systems (PACIS) since 2013.
Report VI
Title: Team-based Teleconsultation: The Intricacy of Hierarchy in the Consultative Care Operation on a Digital Platform
Time: May 21, 2024 15:00 p.m.-16:00 p.m.
Speaker: Associate Professor Chuan Hoo Tan, National University of Singapore
Abstract:
Notwithstanding the merits of team-based teleconsultation, which enables teams of physicians to offer healthcare consultation services to spatially dispersed patients via a digital platform, it has drawbacks. One of them is that the service depends on team members participating actively, which may not often be the case, especially the junior physicians’ inertia in responding to questions and discussions. Such inertia reflects an enduring hierarchy-based behavioral norm. Drawing upon the lens of hierarchy, this study considers three distinct forms of informal hierarchy, namely gender typecast (i.e., social hierarchy), platform-endorsed informal hierarchy, and patient-endorsed informal hierarchy, as potential levers to moderate the relationship between formal hierarchy and junior physicians’ teleconsultation participation. Our results from analyzing data from a teleconsultation platform indicate that formal hierarchy negatively affects physician teleconsultation participation, with gender stereotypes and patient endorsements significantly moderating this effect. Overall, this research provides prominent theoretical and managerial contributions for addressing formal hierarchical barriers and motivating junior physicians’ participation in team-based teleconsultation services.
Biography:
Chuan Hoo Tan is an Associate Professor (tenured) in the Department of Information Systems and Analytics, School of Computing at the National University of Singapore (NUS). His research interests are (1) the digital economy and (2) the digitalization and future of work. His work has appeared in premium journals such as MIS Quarterly, Information Systems Research, Journal of Management Information Systems, Journal of AIS, ACM Transactions on Management Information Systems, IEEE Transactions on Engineering Management, Journal of American Society for Information Science and Technology, and Long-Range Planning among many others. He regularly serves on program committees, is a track chair, and is an associate editor for conferences such as ICIS and PACIS. He serves or has served on the editorial boards of leading journals, including Information Systems Research (Associate Editor), MIS Quarterly (Associate Editor), Journal of AIS (editorial board member), and IEEE Transactions on Engineering Management (editorial board member), among others. Chuan Hoo Tan is the recipient of the INFORMS ISS Design Science Award (2013), the MIS Quarterly Outstanding Associate Editor Award (2016), the Journal of AIS Best Reviewer Award (2016), the Journal of AIS Reviewer Hall of Fame (only one scholar recognized to be a top reviewer with over 50+ papers reviewed in 2020), among others.
