International Journal of Information Management最新文献_第8页

From self-service to AI-assisted service: A mixed-method study of IT support service provision using search tools and chatbots 从自助服务到人工智能辅助服务：使用搜索工具和聊天机器人提供IT支持服务的混合方法研究

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

International Journal of Information Management

Pub Date : 2025-06-20 DOI: 10.1016/j.ijinfomgt.2025.102938

Antino Kim , Agrim Sachdeva , Alan R. Dennis

Organizations are increasingly adopting chatbots for self-service IT support alongside traditional search tools to supplement human-staffed IT support desks. This raises the question of whether investing in chatbots is warranted, given the presence of well-established traditional search tools serving a similar function. We investigate how chatbots compare to self-service search tools from the user’s perspective. We conducted three experiments and a transcript analysis study in the context of self-service IT support using a chatbot versus a search tool, both running on the same large IT support knowledge base. All three experiments found higher user satisfaction with the chatbot than with the search tool. The main study investigated two potential theoretical mechanisms underlying these effects: (i) perceived assistance and (ii) co-creating questions with the chatbot to find an answer. Both significantly contributed to users’ satisfaction and willingness to use, with perceived assistance fully mediating the effect of the chatbot. The transcript analysis study showed that 57 % of user questions were quickly answered (1–2 conversation turns), and another 22 % quickly abandoned without an answer. Co-creation was important in successfully answering the remaining 21 % of questions that took longer than two conversation turns. We conclude that organizations can enhance their self-service IT support by integrating chatbots alongside existing traditional search tools. This transformation effectively shifts the self-service experience into an AI-assisted service experience for users.

组织越来越多地采用聊天机器人进行自助IT支持，以及传统的搜索工具，以补充人工IT支持台。这就提出了一个问题：考虑到现有的传统搜索工具具有类似的功能，投资聊天机器人是否有必要。我们从用户的角度研究了聊天机器人与自助搜索工具的比较。我们在使用聊天机器人和搜索工具的自助IT支持上下文中进行了三个实验和一个记录分析研究，两者都运行在相同的大型IT支持知识库上。所有三个实验都发现，用户对聊天机器人的满意度高于搜索工具。主要研究调查了这些影响背后的两种潜在理论机制：(i)感知帮助和（ii）与聊天机器人共同创造问题以找到答案。两者都对用户的满意度和使用意愿有显著贡献，感知帮助完全调解了聊天机器人的效果。成绩单分析研究表明，57 %的用户问题得到了快速回答（1-2次对话回合），另有22 %的用户在没有答案的情况下迅速放弃。共同创造对于成功回答其余21% %耗时超过两次对话的问题很重要。我们的结论是，组织可以通过将聊天机器人与现有的传统搜索工具集成在一起来增强他们的自助IT支持。这种转变有效地将自助服务体验转变为人工智能辅助的用户服务体验。

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引用次数: 0

1 + 1<2? Unveiling the impact of AI-assisted disclosure on service satisfaction in professional services 1 + 1 < 2 ?揭示人工智能辅助信息披露对专业服务服务满意度的影响

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

International Journal of Information Management

Pub Date : 2025-06-13 DOI: 10.1016/j.ijinfomgt.2025.102937

Yi Li , Yaping Chang , You Li

AI-assisted human employees have become widespread, particularly in professional services such as healthcare, law, and management consulting. However, little is known about how consumers respond to AI-assisted employees in professional services. This study examines how disclosing AI-assisted employees in professional services impacts service satisfaction and explores the underlying mechanisms and boundary conditions. Through six experiments (N = 1664), we find that disclosing (vs. non-disclosure) AI-assisted employees leads consumers to infer that the employees possess lower professional competence, negatively affecting satisfaction. This effect disappears when consumers perceive AI to have high capability. Moreover, the negative impact is mitigated when a complementary capability or self-selection disclosure strategy is employed. This research provides new insights into the impact of human-AI collaboration and AI disclosure in service delivery. The findings also offer practical implications for organizations and employees using AI assistance in professional service.

人工智能辅助的人类雇员已经变得普遍，特别是在医疗保健、法律和管理咨询等专业服务领域。然而，消费者对专业服务中人工智能辅助员工的反应却知之甚少。本研究考察了在专业服务中披露人工智能辅助员工对服务满意度的影响，并探讨了潜在的机制和边界条件。通过六次实验（N = 1664），我们发现披露（与未披露）人工智能辅助员工会导致消费者推断员工的专业能力较低，从而对满意度产生负向影响。当消费者认为人工智能具有很高的能力时，这种影响就会消失。此外，当采用互补能力或自我选择披露策略时，负面影响会得到缓解。这项研究为人类-人工智能协作和人工智能披露在服务交付中的影响提供了新的见解。研究结果还为在专业服务中使用人工智能辅助的组织和员工提供了实际意义。

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引用次数: 0

Understanding the determinants of falls for deception in telecommunications fraud 了解电信诈骗中欺骗行为的决定因素

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

International Journal of Information Management

Pub Date : 2025-06-12 DOI: 10.1016/j.ijinfomgt.2025.102936

Hsien-Cheng Lin

Computer-mediated communication has become a platform on which perpetrators deceive potential victims. Although telecommunications fraud has attracted considerable interest, limited research has discussed the determinants of what people perceive as persuasive concerning telecommunications fraud. This study combines Social Cognitive Theory and Mimicry-Deception Theory to investigate the antecedents and consequences of victim-perceived persuasiveness with fraud message. Data collected from 300 fraud victims were examined to test the proposed model. The results showed that the plausibility of deception, building of rapport, and resource extraction significantly and positively influenced perceived fraud message persuasiveness, while perceived persuasiveness had a strong positive association with falls for deception. The results also revealed that both anti-deception self-efficacy and reward-based outcome expectations moderated the relationship between resource extraction and perceived persuasiveness, while perceived time pressure from opportunity costs moderated the relationship between perceived persuasiveness and falls for deception. Several theoretical and practical implications are discussed.

以计算机为媒介的交流已经成为犯罪者欺骗潜在受害者的平台。尽管电信欺诈引起了相当大的兴趣，但有限的研究讨论了人们认为电信欺诈具有说服力的决定因素。本研究将社会认知理论与模仿欺骗理论相结合，探讨欺骗信息下受害者感知说服的前因后果。研究人员从300名欺诈受害者那里收集了数据，以检验所提出的模型。结果表明，欺骗的合理性、关系的建立和资源的获取对感知欺诈信息的说服力有显著的正向影响，而感知欺诈信息的说服力与欺骗的堕落有强烈的正相关。结果还显示，反欺骗自我效能感和基于奖励的结果预期调节了资源获取与感知说服力之间的关系，而来自机会成本的感知时间压力调节了感知说服力与欺骗失败之间的关系。讨论了几个理论和实践意义。

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引用次数: 0

Moral appraisals of generative AI: How mindset framing shapes moral judgments, emotional appraisals and privacy behavior 生成式人工智能的道德评价：思维框架如何塑造道德判断、情感评价和隐私行为

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

International Journal of Information Management

Pub Date : 2025-06-12 DOI: 10.1016/j.ijinfomgt.2025.102940

Joana Rita Nunes , Paulo Rita , Diego Costa Pinto , Héctor Gonzalez-Jimenez , Khaoula Akdim , Rafael Luís Wagner

The rapid development of Generative AI (GenAI) and similar technologies has heightened ethical concerns, including privacy issues, discrimination, and data security. However, there is limited understanding of how mindset framing shapes users’ moral judgments and emotional responses toward these technologies. To address this gap, this research examines how framing GenAI, particularly in terms of growth or fixed mindset, influences moral appraisals, emotional reactions, and privacy behaviors. Using a mixed-methods approach, this research combines text mining of a large field dataset (n = 18,035 reviews) with two experimental studies (n = 255 participants). Findings reveal that mindset framing directly influences perceived morality, suggesting that GenAI framed in a growth mindset evokes more positive moral judgments compared to a fixed mindset framing. A growth mindset suggests learning and adaptability, whereas a fixed mindset framing implies that it is immutable and incapable of improvement. Perceived moral judgments mediate the effect of mindset framing (growth vs. fixed) on emotional appraisals. Moreover, mindset framing influences privacy behavior, with participants having low (vs. high) expertise disclosing more under a growth (vs. fixed) mindset. Theoretically, this paper contributes to the literature by integrating key theories on moral judgment, implicit theories, cognitive appraisal theory, and privacy calculus theory, thereby deepening the understanding of moral appraisals regarding GenAI. In practical terms, this research enables organizations to strategically frame GenAI capabilities, positively influencing users' privacy behavior and emotional responses.

生成式人工智能（GenAI）和类似技术的快速发展加剧了伦理问题，包括隐私问题、歧视和数据安全。然而，对于思维定式如何影响用户对这些技术的道德判断和情感反应，人们的理解有限。为了解决这一差距，本研究考察了构建GenAI，特别是在成长或固定心态方面，如何影响道德评价、情绪反应和隐私行为。本研究采用混合方法，将大型字段数据集（n = 18,035篇评论）的文本挖掘与两个实验研究（n = 255名参与者）相结合。研究结果表明，心态框架直接影响感知道德，这表明与固定心态框架相比，成长型心态中的GenAI框架唤起了更积极的道德判断。成长型思维模式意味着学习和适应能力，而固定型思维模式意味着它是不可改变的，无法改进。感知道德判断介导心态框架（成长vs固定）对情绪评价的影响。此外，心态框架影响隐私行为，在成长心态（与固定心态相比）下，低（与高）专业知识的参与者披露更多。在理论上，本文通过整合道德判断、内隐理论、认知评价理论、隐私演算理论等关键理论，进一步深化了对GenAI道德评价的认识。在实践中，本研究使组织能够战略性地构建GenAI功能，积极影响用户的隐私行为和情绪反应。

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引用次数: 0

Impact of AI on firm ambidextrous innovation: Mediating role of digital knowledge coupling 人工智能对企业双灵巧创新的影响：数字知识耦合的中介作用

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

International Journal of Information Management

Pub Date : 2025-06-07 DOI: 10.1016/j.ijinfomgt.2025.102935

Jianlan Li , Yuzhi Wang , Wang Zeng , Kaibo Liang

Amid rapid technological advancement, artificial intelligence (AI) has emerged as a crucial driver of innovation. However, the mechanisms through which AI adoption affects firm technological innovation capabilities remain insufficiently understood. Using a sample of 277 Chinese manufacturing firms from 2015 to 2023, this study analyzes the impact of AI on firm ambidextrous innovation and the mediating role of digital knowledge coupling. The findings demonstrate that AI strengthens exploitative and exploratory innovation capabilities, though its effect on the former is more substantial. Existing digital knowledge coupling is a positive mediator in the relationship between AI and exploitative innovation but functions as a negative mediator in AI’s relationship with exploratory innovation. New digital knowledge coupling positively mediates AI’s effect on exploitative and exploratory innovation. The presence of a chief information officer (CIO) weakens AI’s positive effect on existing digital knowledge coupling, while an executive digital background strengthens AI’s impact on new digital knowledge coupling. AI’s innovation-enabling effects are more potent for non-SOEs and high-tech industries. This study contributes to the literature by illuminating the complex interplay between AI adoption, digital knowledge structures, and firm technological innovation, thereby providing valuable insights for managers seeking to leverage AI for balanced innovation outcomes in an increasingly digital competitive landscape.

随着技术的快速发展，人工智能（AI）已成为创新的关键驱动力。然而，人工智能采用影响企业技术创新能力的机制仍然没有得到充分的了解。本文以2015 - 2023年277家中国制造业企业为样本，分析了人工智能对企业双灵巧创新的影响以及数字知识耦合的中介作用。研究结果表明，人工智能增强了剥削性和探索性创新能力，尽管其对前者的影响更为实质性。现有数字知识耦合在人工智能与探索性创新的关系中为负向中介，在人工智能与剥削性创新的关系中为正向中介。新的数字知识耦合正向中介人工智能对剥削性创新和探索性创新的影响。首席信息官（CIO）的存在削弱了人工智能对现有数字知识耦合的积极影响，而高管数字背景则增强了人工智能对新的数字知识耦合的影响。人工智能的创新赋能效应对非国有企业和高科技产业更为强大。本研究阐明了人工智能采用、数字知识结构和企业技术创新之间复杂的相互作用，从而为寻求在日益数字化的竞争格局中利用人工智能实现平衡创新成果的管理者提供了有价值的见解。

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引用次数: 0

Technology takes away my power! The mediating role of powerlessness in the relationship between technostressors and proactivity at work 科技夺走了我的力量！无力感在技术压力源与工作主动性关系中的中介作用

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

International Journal of Information Management

Pub Date : 2025-06-04 DOI: 10.1016/j.ijinfomgt.2025.102930

Guangwei Wang , Zhongda Wu , Chang-qin Lu

In an era marked by relentless technological advancement and its deep integration into workplace processes, technology has evolved into a powerful entity that aids humankind while also bringing unexpected stress. An important question in this context is how technostressors impact employees’ sense of power and work behavior. Drawing on the approach–inhibition theory of power and mindset theory, this article investigates the impacts of technostressors on employees’ sense of powerlessness and proactivity and explores a boundary condition in this process by focusing on techno growth mindset regarding technology. A multi-wave survey study (N = 351), an experimental study (N = 248), and a qualitive study (N = 21) revealed that technostressors led to sense of powerlessness which, in turn, diminished proactive behavior and aggravated inaction among the employees. However, the negative impacts of technostressors were mitigated among the employees who possessed techno growth mindset. These findings provide new insights into employees’ behavioral responses (proactive behavior or inaction) to technostressors from the perspective of the sense of power and add to the research on human–technology interaction. The findings also have practical implications for organizations seeking to bolster employees’ proactivity amidst technological tumult.

在一个以无情的技术进步及其与工作流程的深度融合为标志的时代，技术已经发展成为一种强大的实体，在帮助人类的同时也带来了意想不到的压力。在此背景下，一个重要的问题是技术压力因素如何影响员工的权力感和工作行为。本文运用权力的趋近抑制理论和心态理论，研究了技术压力源对员工无力感和主动性的影响，并以技术成长心态为重点，探讨了这一过程中的边界条件。一项多波调查研究（N = 351）、一项实验研究（N = 248）和一项定性研究（N = 21）表明，技术压力源导致员工的无力感，而无力感反过来又减少了员工的主动行为，加剧了员工的不作为。然而，技术压力源的负面影响在拥有技术成长心态的员工中得到缓解。这些发现从权力感的角度对员工对技术压力源的行为反应（主动行为或不作为行为）提供了新的见解，并为人与技术互动的研究提供了新的见解。这些发现对那些在技术动荡中寻求提高员工积极性的组织也有实际意义。

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引用次数: 0

Predicting strangers’ cooperativeness in Face-to-Face vs. Video-to-Video interactions: A case of inaccurate social prediction in mediated communication 预测陌生人在面对面与视频对视频互动中的合作：中介沟通中不准确的社会预测案例

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

International Journal of Information Management

Pub Date : 2025-05-31 DOI: 10.1016/j.ijinfomgt.2025.102913

M. Mahdi Roghanizad , Roderick E. White

In modern organizations, video conferencing platforms are frequently used for key interactions, such as job interviews and virtual team collaborations. However, the accuracy of social predictions during brief virtual encounters remains uncertain. This study investigates the impact of different communication media on the accuracy of predicting cooperative or generous behavior among strangers after brief interactions. Grounded in Media Naturalness Theory (MNT) and evolutionary psychology, we explore whether video-to-video (VtV) interactions affect the accuracy of predicting cooperativeness compared to face-to-face (FtF) interactions. Across two behavioral studies, participants engaged in FtF and VtV interactions, with the second study introducing a condition where eye contact was enabled using gaze correction technology (VtV^g). Our findings consistently demonstrate that FtF interactions lead to significantly higher prediction accuracy than VtV, where accuracy levels did not surpass chance. Interestingly, enabling eye contact in VtV^g did not significantly improve predictive accuracy. These results underscore the limitations of current video communication technologies in replicating the social cognitive and perceptual capabilities present in FtF interactions, with implications for remote interactions in organizational settings.

在现代组织中，视频会议平台经常用于关键交互，例如工作面试和虚拟团队协作。然而，在短暂的虚拟相遇中，社会预测的准确性仍然不确定。本研究探讨了不同的传播媒介对预测陌生人短暂互动后合作或慷慨行为准确性的影响。基于媒介自然性理论（MNT）和进化心理学，我们探讨了视频对视频（VtV）互动与面对面（FtF）互动相比，是否会影响预测合作性的准确性。在两项行为研究中，参与者参与了FtF和VtV的互动，第二项研究引入了一种使用凝视校正技术（VtVg）进行目光接触的情况。我们的研究结果一致表明，FtF相互作用导致的预测精度显著高于VtV，其中精度水平不超过机会。有趣的是，在VtVg中进行眼神交流并没有显著提高预测的准确性。这些结果强调了当前视频通信技术在复制FtF互动中存在的社会认知和感知能力方面的局限性，这对组织环境中的远程互动具有影响。

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引用次数: 0

Mobile app localization-based advertising: Effects of spatial and social-cultural distances on consumer behavior 基于移动应用本地化的广告：空间和社会文化距离对消费者行为的影响

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

International Journal of Information Management

Pub Date : 2025-05-31 DOI: 10.1016/j.ijinfomgt.2025.102929

Hamid Shirdastian , Boris Bartikowski , Michel Laroche , Marie-Odile Richard

This article studies how and why localized mobile applications shape consumer responses toward mobile advertising in the context of ridesharing. Drawing from construal level theory and extant research on cultural customization of website design, we hypothesize that consumers respond more favorably when the app’s design closely matches their immediate social-cultural surroundings, compared to designs that are culturally distant. We conducted a laboratory experiment with a custom-built ridesharing app that manipulated spatial and social-cultural distances in a controlled setting. Findings show that exposure to localized mobile ads on apps that reflect the consumer’s immediate social-cultural environment (near social-cultural distance) enhances app usage intentions and purchasing intentions compared to apps with culturally distant designs. The preference for apps with local design intensifies when the advertised location is closer to the immediate location. We also find that app atmospherics (informativeness, entertainment, and effectiveness) mediate the positive effects of social-cultural distance in application design on consumer reactions in conditions of a low spatial distance to the promoted destination. Considering atmospherics offers a new explanation for why a local application design affects consumer reactions positively, beyond accounts made by construal level theory. We discuss the theoretical implications of our findings, offer managerial insights for developers and designers of geo-localized applications, and outline the study’s limitations along with directions for future research.

本文研究了在拼车的背景下，本地化的移动应用程序如何以及为什么会影响消费者对移动广告的反应。根据解释水平理论和现有的关于网站设计文化定制的研究，我们假设，与文化距离较远的设计相比，当应用程序的设计与他们直接的社会文化环境紧密匹配时，消费者的反应会更积极。我们用一个定制的拼车应用程序进行了一个实验室实验，该应用程序在一个可控的环境中操纵空间和社会文化距离。研究结果显示，与设计文化距离较远的应用相比，在反映消费者即时社交文化环境（接近社交文化距离）的应用上投放本地化移动广告，可以增强应用的使用意愿和购买意愿。当广告位置更接近即时位置时，用户对本地设计应用的偏好就会增强。我们还发现，在与推广目的地的空间距离较低的情况下，应用程序设计中的社会文化距离对消费者反应的正向影响中，应用程序氛围（信息性、娱乐性和有效性）起到了中介作用。考虑氛围提供了一个新的解释，为什么本地应用程序设计会积极影响消费者的反应，超出了解释水平理论的解释。我们讨论了研究结果的理论意义，为地理定位应用的开发者和设计者提供了管理见解，并概述了研究的局限性以及未来研究的方向。

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引用次数: 0

Digital transformation and organizational resilience: Unveiling the path to sustainable performance in adversity and crisis 数字化转型与组织弹性：揭示逆境和危机中的可持续绩效之路

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

International Journal of Information Management

Pub Date : 2025-05-31 DOI: 10.1016/j.ijinfomgt.2025.102934

Gaoyong Li , Kui Du , Lu Liu , Fang Su

Bridging the literature on digital transformation (DT) and organizational resilience, we discuss the mechanisms whereby DT can contribute to the development and enactment of organizational resilience, which lead to the persistence of superior performance through times of adversity and crisis. We developed and validated brand new measurement scales for DT as a multidimensional construct. Then, we conducted two waves of surveys to collect data from 238 firms. The COVID-19 pandemic serves as the empirical context of aversity and crisis for our sampled firms. The results of PLS-SEM analyses supported our hypotheses. We then articulated our contributions to the studies of DT and organizational resilience.

结合数字化转型（DT）和组织弹性的相关文献，我们讨论了数字化转型促进组织弹性发展和制定的机制，从而在逆境和危机时期保持卓越绩效。我们开发并验证了全新的测量量表作为一个多维结构的DT。然后，我们进行了两波调查，收集了238家公司的数据。COVID-19大流行是我们样本公司逆境和危机的经验背景。PLS-SEM分析结果支持我们的假设。然后，我们阐述了我们对DT和组织弹性研究的贡献。

引用次数: 0

Strategic adoption of generative AI in organizations: A game-theoretic and network-based approach 组织中生成式人工智能的战略采用：博弈论和基于网络的方法

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

International Journal of Information Management

Pub Date : 2025-05-29 DOI: 10.1016/j.ijinfomgt.2025.102932

Mohammad Hasan Seifdar, Babak Amiri

The rapid advancement of Generative AI (GenAI) has introduced new opportunities and challenges for organizations seeking to integrate AI-driven decision-making into hierarchical structures. This study presents a game-theoretic framework combined with a hybrid organizational network model to examine the dynamics of GenAI adoption. The network consists of managers, employees, and AI systems interacting within a structure that combines hierarchical reporting and scale-free collaboration. By simulating multiple organizational scenarios with varying adoption costs, managerial influence, and network rewiring mechanisms, we analyze how AI adoption propagates through departments, impacts interdepartmental collaboration, and influences organizational inequality. Our findings suggest that managerial optimism and the ability of organizational networks to adapt flexibly accelerate AI adoption. On the other hand, decentralized decision-making enhances collaboration but may lead to short-term inefficiencies. Furthermore, although adopting AI initially leads to increased inequality within the organization, this disparity tends to stabilize over time. Therefore, effective governance strategies are critical in balancing organizational efficiency with fairness. This research provides actionable insights for managers and policymakers to navigate AI integration effectively and optimize its long-term benefits.

生成式人工智能（GenAI）的快速发展为寻求将人工智能驱动的决策整合到分层结构中的组织带来了新的机遇和挑战。本研究提出了一个结合混合组织网络模型的博弈论框架来研究GenAI采用的动态。该网络由管理人员、员工和人工智能系统组成，在一个结合了分层报告和无标度协作的结构中相互作用。通过模拟具有不同采用成本、管理影响和网络重新布线机制的多种组织场景，我们分析了人工智能的采用如何在部门间传播、影响部门间协作以及影响组织不平等。我们的研究结果表明，管理层的乐观态度和组织网络灵活适应的能力加速了人工智能的采用。另一方面，分散决策加强了协作，但可能导致短期效率低下。此外，尽管采用人工智能最初会导致组织内部的不平等加剧，但这种不平等会随着时间的推移而趋于稳定。因此，有效的治理策略对于平衡组织效率和公平性至关重要。这项研究为管理者和政策制定者提供了可操作的见解，以有效地驾驭人工智能集成并优化其长期效益。

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引用次数: 0