International Journal of Information Management最新文献_第7页

Culture and morphing the real world into the virtual world: Introduction to the special issue 文化与将现实世界转变为虚拟世界：特刊导言

IF 27 1区管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE

International Journal of Information Management

Pub Date : 2025-07-31 DOI: 10.1016/j.ijinfomgt.2025.102961

Michel Laroche

引用次数: 0

Engaging bystanders in response to online trolling customer misbehavior through service organization response strategies 通过服务机构的响应策略，吸引旁观者来应对网络钓鱼客户的不当行为

IF 20.1 1区管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE

International Journal of Information Management

Pub Date : 2025-07-24 DOI: 10.1016/j.ijinfomgt.2025.102957

Aimee Riedel , Rory Mulcahy , Amanda Beatson , Byron Keating

Managing customer misbehavior is crucial. Yet research regarding the management and response towards one specific customer misbehavior type, online trolling, has not been thoroughly considered. Three studies, including a field study, online experiments and critical incident technique (n = 777) explored whether, and why, customers (bystanders) may come to the aid of a service organization being trolled. This research examines the impact of troll type (hypocriticize and aggress) and service response strategy (deny, diminish, and apology), on the appraisal process of bystanders and their subsequent engagement behaviors. Results show that bystanders are more likely to support a service organization that is a victim of a hypocriticize troll in an offline setting through repurchase intentions. The results also show that when the service organization is a victim of an aggress troll, they should employ a deny crisis communication strategy to gain online support from bystanders. When the service organization, however, is a victim of a hypocriticize troll, an apology crisis communication strategy should be used. Results further reveal that attribution and negative moral emotions act as key serial mediators. The nature of attribution and negative moral emotions are also shown to be weaker for service organizations with higher level of reputation.

管理客户的不当行为至关重要。然而，关于对一种特定的客户不当行为类型的管理和反应的研究，在线拖钓，还没有被彻底考虑。三项研究，包括实地研究、在线实验和关键事件技术（n = 777），探讨了客户（旁观者）是否会以及为什么会来帮助被钓鱼的服务机构。本研究考察了巨魔类型（伪善和攻击性）和服务反应策略（否认、贬低和道歉）对旁观者评价过程及其后续参与行为的影响。结果表明，旁观者更有可能通过回购意愿支持离线环境中伪善喷子受害者的服务机构。结果还表明，当服务机构成为攻击性巨魔的受害者时，他们应该采用否认危机沟通策略来获得旁观者的在线支持。但是，当服务机构成为伪善喷子的受害者时，就应该使用道歉危机沟通策略。结果进一步揭示归因和负性道德情绪是主要的串行中介。服务组织的声誉越高，其归因性质和负性道德情绪也越弱。

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引用次数: 0

Identity discrepancy in digital transformation: The case of a technology company 数字化转型中的身份差异：以一家科技公司为例

IF 20.1 1区管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE

International Journal of Information Management

Pub Date : 2025-07-24 DOI: 10.1016/j.ijinfomgt.2025.102959

Sixuan Zhang, Fang Su

Recent information systems (IS) studies have explored the relationship between organizational identity and digital transformation (DT), focusing either on the original identity or the new identity. However, at the early stages of DT, these identities often coexist, and neglecting one may introduce bias. To address this gap, our study investigates how identity discrepancy—the misalignment between the original and new identity—impacts DT success. Through an in-depth case study of TechCo (a pseudonym), a Chinese technology firm, we demonstrate that identity discrepancy contributed to DT failure by triggering reckless expansion and excessive innovation. These actions, in turn, led to identity ambiguity and severe financial difficulties. Our findings advance the literature on DT and organizational identity by revealing the mechanisms through which identity discrepancy fosters ambiguity and undermines transformation efforts.

最近的信息系统（IS）研究探索了组织身份与数字转型（DT）之间的关系，重点关注原始身份或新身份。然而，在DT的早期阶段，这些身份往往并存，忽视其中一个可能会引入偏见。为了解决这一差距，我们的研究调查了身份差异-原始身份和新身份之间的不一致-如何影响DT成功。通过对中国科技公司TechCo（化名）的深入案例研究，我们发现身份差异通过引发鲁莽扩张和过度创新而导致DT失败。这些行动反过来又导致身份模糊和严重的财政困难。我们的研究结果通过揭示身份差异促进歧义和破坏转型努力的机制，推进了关于DT和组织认同的文献。

引用次数: 0

From what (motives) to what (outcomes) of relationships with artificially intelligent voice assistants 从与人工智能语音助手的关系（动机）到（结果）

IF 20.1 1区管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE

International Journal of Information Management

Pub Date : 2025-07-23 DOI: 10.1016/j.ijinfomgt.2025.102953

Richali Jain, Dr. Ajay Kumar

This study holistically examined the interaction between humans and voice assistants (VAs), addressing a wide range of factors that elucidate the motives for their use and the potential relational, behavioral, and functional outcomes. This study conceptualizes parasocial relationship (PSR) as a relational outcome of motives for VA usage. The outcomes of PSR, including continuous usage intention, conversational commerce intention, and word of mouth, were analyzed. Furthermore, this study investigated the moderating effects of the VA voice type and users’ social anxiety. A mixed-method approach was employed across four studies. Study 1 explored VA usage motives through in-depth interviews. In Studies 2 and 3, Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to test the conceptual model and the moderating role of social anxiety. Study 4 used an experimental approach to examine the moderating influence of VA voice type (synthetic vs. human). Study 1 identified six motives for using VAs: entertainment, information seeking, life efficiency, social interaction, personal identity, and virtual interaction for escaping from reality (VIER). Study 2 revealed that social interaction, VIER, and life efficiency motives promote PSR with VAs, leading to conversational commerce intention, continuance usage intention, and positive word-of-mouth. Study 3 demonstrated that social anxiety amplifies the impact of the social interaction motive on PSR with VAs. Study 4 found that individuals with social interaction and VIER motives are more likely to develop parasocial connections with VAs featuring human voices rather than synthetic ones. This study offers industry practitioners and marketers significant insights to enhance users’ PSR by addressing their motives to achieve desired behavioral outcomes.

本研究全面考察了人类与语音助手（VAs）之间的互动，解决了阐明其使用动机和潜在关系、行为和功能结果的各种因素。本研究将副社会关系（PSR）概念化为VA使用动机的相关结果。我们分析了PSR的结果，包括持续使用意愿、会话商务意愿和口碑。此外，本研究还探讨了语音类型对用户社交焦虑的调节作用。四项研究采用混合方法。研究1通过深度访谈探讨VA使用动机。研究2和研究3采用偏最小二乘结构方程模型（PLS-SEM）检验社交焦虑的概念模型和调节作用。研究4采用实验方法检验了VA语音类型（合成与真人）的调节作用。研究1确定了使用虚拟现实的六个动机：娱乐、信息寻求、生活效率、社会互动、个人身份和逃避现实的虚拟互动（VIER）。研究2显示，社会互动动机、VIER动机和生活效率动机促进PSR与VAs，导致会话商业意愿、持续使用意愿和正面口碑。研究3表明，社交焦虑放大了社会互动动机对VAs患者PSR的影响。研究4发现，有社会互动和VIER动机的个体更有可能与人声而不是合成声音的人工智能发展出准社会联系。这项研究为行业从业者和营销人员提供了重要的见解，通过解决用户的动机来实现预期的行为结果，从而提高用户的PSR。

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引用次数: 0

How social media influencer makes popular marketing videos? An empirical analysis from the multimodal data 社交媒体影响者如何制作受欢迎的营销视频？基于多模态数据的实证分析

IF 20.1 1区管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE

International Journal of Information Management

Pub Date : 2025-07-23 DOI: 10.1016/j.ijinfomgt.2025.102952

Jingchun Zhang, Boshi Tian

The growing prominence of Social Media Influencers (SMIs) underscores the imperative of understanding the mechanisms underlying video design elements. Addressing the paucity of research on interactions between multimodal components, this study employs an expanded signaling theory framework. We conduct a quantitative analysis of a multimodal SMI video dataset, supplemented by semi-structured interviews, to systematically examine the impact of cover and audio features on SMI performance while exploring the moderating role of danmaku volume. Both quantitative and qualitative findings confirm significant interactions among multimodal elements. This research advances methodological integration by unifying multimodal data within a single analytical model, thereby making substantial contributions to the study of multimodal interactions. Theoretically, it extends signaling theory through the lens of multi-signal interactions and qualitatively elucidates the operational mechanisms of these elements. Practically, it provides actionable insights for key stakeholders in the online video ecosystem, holding significant theoretical and managerial implications for strategic decision-making in online video dissemination.

社交媒体影响者（SMIs）的日益突出强调了理解视频设计元素背后机制的必要性。针对多模态组分之间相互作用研究的不足，本研究采用了一个扩展的信号理论框架。我们对一个多模态SMI视频数据集进行了定量分析，辅以半结构化访谈，系统地研究了封面和音频特征对SMI表现的影响，同时探索了弹库体积的调节作用。定量和定性结果都证实了多模态元素之间的显著相互作用。本研究通过将多模态数据统一到一个单一的分析模型中，从而促进了方法的整合，从而对多模态相互作用的研究做出了重大贡献。从理论上讲，它通过多信号相互作用的视角扩展了信号理论，并定性地阐明了这些要素的运作机制。实际上，它为在线视频生态系统中的关键利益相关者提供了可操作的见解，对在线视频传播的战略决策具有重要的理论和管理意义。

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引用次数: 0

Customer reactions to generative AI vs. real images in high-involvement and hedonic services 在高参与和享乐服务中，客户对生成人工智能与真实图像的反应

IF 20.1 1区管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE

International Journal of Information Management

Pub Date : 2025-07-22 DOI: 10.1016/j.ijinfomgt.2025.102954

Daniel Belanche , Sergio Ibáñez-Sánchez , Pau Jordán , Sergio Matas

Given the emerging opportunities of generative AI for business and marketing, many companies are wondering whether they should use images created through generative AI for commercial purposes. Prior research on hospitality communication has not solved this issue, as AI-generated images are occasionally promoted as effective marketing tools across various service contexts, while other scholars caution against their use due to the significant concerns they may trigger among consumers. Following a mixed-methods approach to find boundary conditions, our research reveals that consumers prefer hospitality services advertised with real images, rather than those featuring AI-generated images. Nevertheless, this effect is moderated by two key factors. In particular, the research reveals that the negative influence of using generative AI images on intentions to use and recommend the service are strengthened for hedonic rather than utilitarian services, and for highly rather than lowly involved customers. A qualitative study further explores the reasons behind this rejection, highlighting that customers perceive companies using AI-generated images as impersonal, less professional, lacking credibility, and potentially misleading, as they impede customers’ ability to envision the actual experience. Implications for management suggest that, while generative AI holds promise for enhancing communication, companies should use AI-generated images with caution. The discussion also proposes future research directions to explore the broader implications of AI use in marketing.

鉴于生成式人工智能在商业和营销方面的新机会，许多公司都在考虑是否应该将生成式人工智能创建的图像用于商业目的。之前对酒店沟通的研究并没有解决这个问题，因为人工智能生成的图像偶尔会在各种服务环境中被推广为有效的营销工具，而其他学者则警告不要使用它们，因为它们可能会引发消费者的严重担忧。通过混合方法寻找边界条件，我们的研究表明，消费者更喜欢用真实图像广告的酒店服务，而不是那些以人工智能生成的图像为特色的服务。然而，两个关键因素缓和了这种影响。特别是，研究表明，使用生成式人工智能图像对使用和推荐服务的意图的负面影响在享乐服务而不是功利服务中得到加强，在高度参与而不是低参与的客户中得到加强。一项定性研究进一步探讨了这种拒绝背后的原因，强调客户认为公司使用人工智能生成的图像是非个人的、不专业的、缺乏可信度的，并且可能具有误导性，因为它们阻碍了客户想象实际体验的能力。对管理的影响表明，虽然生成式人工智能有望加强沟通，但企业应谨慎使用人工智能生成的图像。讨论还提出了未来的研究方向，以探索人工智能在营销中应用的更广泛影响。

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引用次数: 0

How and when AI-driven capabilities foster organizational sustainability: A moderated mediation analysis of digital literacy and green HRM 人工智能驱动的能力如何以及何时促进组织的可持续性：数字素养和绿色人力资源管理的调节中介分析

IF 20.1 1区管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE

International Journal of Information Management

Pub Date : 2025-07-19 DOI: 10.1016/j.ijinfomgt.2025.102956

Adnan Ali , Qian Yang , Afzaal Ali , Zeeshan Ali , Muhammad Noman

Researchers and practitioners widely view artificial intelligence-driven (AI) capabilities as the future of transforming organizations toward sustainability and making the world more sustainable. However, their crucial role and the specific mechanisms through which they influence organizational sustainability (OS) across three key dimensions—economic, environmental, and social performance—remain underexplored in the literature. To address this gap, this study adopting dynamic capability theory proposes a moderated mediation (MODMED) model that investigates the relationship between AI competencies OS sustainability and how this relationship is mediated by green human resource management (GHRM) and moderated by digital literacy. Using a sample of 310 Chinese firms, our results show the positive influence of AI capabilities on OS and the mediating role of GHRM. The MODMED analysis further reveals that digital literacy strengthens the indirect link between AI capabilities and OS via GHRM. This study offers fresh insights into how firms can effectively leverage AI capabilities, with the support of GHRM and digital literacy to drive OS.

研究人员和实践者普遍认为，人工智能驱动（AI）的能力是将组织转变为可持续发展和使世界更可持续发展的未来。然而，它们在三个关键维度（经济、环境和社会绩效）上影响组织可持续性（OS）的关键作用和具体机制，在文献中仍未得到充分探讨。为了解决这一差距，本研究采用动态能力理论提出了一个有调节的中介（MODMED）模型，该模型研究了人工智能能力与可持续性之间的关系，以及这种关系如何被绿色人力资源管理（GHRM）中介和数字素养调节。以310家中国企业为样本，我们的研究结果显示了人工智能能力对操作系统的正向影响以及GHRM的中介作用。MODMED分析进一步揭示，数字素养通过GHRM加强了人工智能能力与操作系统之间的间接联系。这项研究为企业如何在GHRM和数字素养的支持下有效利用人工智能能力来驱动操作系统提供了新的见解。

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引用次数: 0

Addressing consumer needs: Effects of firms remediation strategies on satisfaction and brand usage intent in AI-powered voice assistant service failures 解决消费者需求：企业补救策略对人工智能语音助手服务失败的满意度和品牌使用意图的影响

IF 20.1 1区管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE

International Journal of Information Management

Pub Date : 2025-07-07 DOI: 10.1016/j.ijinfomgt.2025.102951

Shihui Li , Yongzhong Yang , Chunjia Han , Yi Sun , Razaz Waheeb Attar , Brij B. Gupta

With the accelerating integration of AI-powered voice assistants into daily consumer interactions, effectively managing AI-driven service failures has become paramount for maintaining consumer trust, satisfaction, and sustained brand engagement. Despite extensive research on traditional service recovery mechanisms, existing frameworks fall short in addressing the distinct and complex nature of AI-driven failures. Motivated by the lack of systematic frameworks tailored explicitly to AI voice assistant contexts, this study introduces an integrated analytical framework grounded in Consistency Theory and Situational Crisis Communication Theory (SCCT) to address customer needs through strategic service failure remediation. Utilizing a mixed-methods research design and analyzing 5894 consumer reviews, the study establishes a consistency relationship between service failures and remediation strategies. It delineates three innovative approaches to service recovery and examines their impact on consumer satisfaction and brand usage intent. The empirical findings reveal significant positive effects of strategically aligned recovery efforts on consumer satisfaction and brand usage intentions. By addressing the specialized nature of AI-driven failures, this research not only advances theoretical knowledge in AI service management but also provides actionable strategic guidance for businesses seeking to optimize consumer experiences and foster enduring customer relationships.

随着人工智能语音助手加速整合到日常消费者互动中，有效管理人工智能驱动的服务故障对于维持消费者信任、满意度和持续的品牌参与至关重要。尽管对传统服务恢复机制进行了广泛的研究，但现有框架在解决人工智能驱动的故障的独特和复杂性质方面存在不足。由于缺乏针对人工智能语音助手情境量身定制的系统框架，本研究引入了一个基于一致性理论和情境危机沟通理论（SCCT）的综合分析框架，通过战略性服务故障补救来解决客户需求。利用混合方法研究设计和分析5894个消费者评论，本研究建立了服务故障与补救策略之间的一致性关系。它描述了服务恢复的三种创新方法，并检查了它们对消费者满意度和品牌使用意图的影响。实证结果表明，战略协调的恢复努力对消费者满意度和品牌使用意愿有显著的正向影响。通过解决人工智能驱动故障的特殊性，本研究不仅推进了人工智能服务管理的理论知识，而且为寻求优化消费者体验和培养持久客户关系的企业提供了可操作的战略指导。

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引用次数: 0

Do cute language style chatbots make consumers more unethical? 可爱的语言风格聊天机器人会让消费者更不道德吗？

IF 20.1 1区管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE

International Journal of Information Management

Pub Date : 2025-06-26 DOI: 10.1016/j.ijinfomgt.2025.102941

Jialiang Chen , Wenxin Ke , Yin Wu , Jian Zhang

With the rapid development of artificial intelligence technologies, offline retailers are increasingly adopting chatbots with a cute language style to enhance customer service experiences. Although such chatbots have shown potential in improving customer satisfaction, their impact on consumer unethical behavior remains underexplored. This research aims to investigate the influence of chatbots with a cute language style on consumer unethical behavior and its underlying mechanisms. Across four experimental studies (N = 436), the results demonstrate that cute language style chatbots can increase consumer unethical behavior by enhancing the consumer’s moral self-concept. Furthermore, the findings reveal that avatar type moderates the effect of chatbot language style on moral self-concept. Emotional arousal is also identified as a psychological mechanism underlying the relationship between chatbot language style and unethical behavior. These findings not only advance our understanding of the unintended consequences of deploying chatbots with cute features but also offer practical insights for offline retailers in designing and implementing chatbot services.

随着人工智能技术的快速发展，线下零售商越来越多地采用语言风格可爱的聊天机器人来提升客户服务体验。尽管这些聊天机器人在提高客户满意度方面显示出潜力，但它们对消费者不道德行为的影响仍未得到充分探讨。本研究旨在探讨具有可爱语言风格的聊天机器人对消费者不道德行为的影响及其潜在机制。通过四项实验研究（N = 436），结果表明，可爱语言风格的聊天机器人可以通过增强消费者的道德自我概念来增加消费者的不道德行为。此外，研究结果还表明，虚拟化身类型会调节聊天机器人语言风格对道德自我概念的影响。情绪唤起也被认为是聊天机器人语言风格与不道德行为之间关系的一种心理机制。这些发现不仅促进了我们对部署具有可爱功能的聊天机器人的意外后果的理解，而且为线下零售商设计和实施聊天机器人服务提供了实用的见解。

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引用次数: 0

Eastern Ease and Western Worries? How collectivism and belief in magic increase user acceptance of operationally autonomous blackbox technologies 东方安逸，西方忧虑？集体主义和对魔法的信仰如何增加用户对操作自主黑箱技术的接受度

IF 20.1 1区管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE

International Journal of Information Management

Pub Date : 2025-06-21 DOI: 10.1016/j.ijinfomgt.2025.102939

Andreas Strebinger , Horst Treiblmaier

New products and services increasingly require users to relinquish control to so-called “Blackbox” technologies, wherein connections between inputs and outputs appear opaque and uncontrollable. No research has yet investigated whether cultural factors moderate the effect of perceived technological controllability on user acceptance. Drawing on the Theory of Planned Behavior and Bandura's Theory of Human Agency, we examine how Individualism versus Collectivism influences the acceptance of products and services that require users to surrender control to the operationally autonomous Blackbox technologies of Artificial Intelligence and Blockchain. We furthermore investigate the impact of belief in the magical controllability of the world through, e.g., lucky numbers and charms (“belief in magic”). Through three survey-based experiments employing Scenario Techniques featuring fictitious products and services with a total sample size of n = 1750 respondents across the US, India, and Canada, our findings reveal that collectivism and belief in magic increase acceptance of operationally autonomous Blackbox technologies. Conversely, users endorsing the Western cultural norm of individualism and rejecting the magical controllability of the world exhibit heightened skepticism toward such innovations. The moderating effect of Individualism-Collectivism is mediated by a heightened Need for Controllability among individualistic users. Moreover, activating magical thinking amplifies the influence of belief in magic among users predisposed toward such beliefs. Our results stress the importance of considering cultural factors when designing and marketing operationally autonomous applications of Blackbox technologies. They also underscore the need for a broad societal debate and future research on the role of perceived controllability of a technology in user acceptance.

新产品和服务越来越多地要求用户放弃对所谓的“黑箱”技术的控制，在这种技术中，输入和输出之间的联系显得不透明和不可控。尚未有研究调查文化因素是否会调节感知技术可控性对用户接受度的影响。利用计划行为理论和班杜拉的人类代理理论，我们研究了个人主义与集体主义如何影响用户对产品和服务的接受程度，这些产品和服务要求用户将控制权交给人工智能和区块链的操作自主黑匣子技术。我们进一步研究了通过幸运数字和符咒（“对魔法的信仰”）对世界的神奇可控性的信念的影响。通过三个基于调查的实验，采用场景技术，以虚拟产品和服务为特征，总样本量为n = ，美国，印度和加拿大的1750名受访者，我们的研究结果表明，集体主义和对魔法的信仰增加了对操作自主黑匣子技术的接受度。相反，支持西方个人主义文化规范并拒绝世界不可思议的可控性的用户对这种创新表现出高度的怀疑。个人主义-集体主义的调节效应是通过个人主义使用者对可控性的高度需求来中介的。此外，激活魔法思维会放大用户对魔法信仰的影响。我们的研究结果强调了在设计和营销黑盒技术的自主应用时考虑文化因素的重要性。他们还强调需要广泛的社会辩论和未来的研究，以了解技术的可控性在用户接受度中的作用。

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引用次数: 0