Pub Date : 2021-04-03DOI: 10.1080/10919392.2021.1911573
Jestine Philip
ABSTRACT Digital transformation is primarily studied through the lens of information technology and strategic management. There should be an integration of leadership concepts into this topic considering that corporate leaders are heavily involved in creating a new vision and implementing plans for the transformation. Continued exploration of how companies approach digital transformation and scholarly applications of conventional organizational leadership theories will help reveal the importance of parameters outside the scope of technology and strategy that contribute to successful implementation of new digital technologies. This paper applies dimensions of transformational leader behaviors (TLB) to highlight the behavioral changes that pertain to digital transformation. Because external crises and events could lead a company to transform, either voluntarily or forcefully, this research proposes planned digital transformation and forced digital transformation as two classifications that organizational leaders must recognize and apply dimensions of TLB for successful transformations. There is opportunity to incorporate behavioral elements in this topic area and theoretical models and empirical studies that test the relationship between leader behaviors and follower attitudes during a digital transformation are needed. Furthermore, in the case of forced digital transformation, the current research proposes that these relationships are further nuanced by the moderating role of stereotypical gender norms.
{"title":"Viewing Digital Transformation through the Lens of Transformational Leadership","authors":"Jestine Philip","doi":"10.1080/10919392.2021.1911573","DOIUrl":"https://doi.org/10.1080/10919392.2021.1911573","url":null,"abstract":"ABSTRACT Digital transformation is primarily studied through the lens of information technology and strategic management. There should be an integration of leadership concepts into this topic considering that corporate leaders are heavily involved in creating a new vision and implementing plans for the transformation. Continued exploration of how companies approach digital transformation and scholarly applications of conventional organizational leadership theories will help reveal the importance of parameters outside the scope of technology and strategy that contribute to successful implementation of new digital technologies. This paper applies dimensions of transformational leader behaviors (TLB) to highlight the behavioral changes that pertain to digital transformation. Because external crises and events could lead a company to transform, either voluntarily or forcefully, this research proposes planned digital transformation and forced digital transformation as two classifications that organizational leaders must recognize and apply dimensions of TLB for successful transformations. There is opportunity to incorporate behavioral elements in this topic area and theoretical models and empirical studies that test the relationship between leader behaviors and follower attitudes during a digital transformation are needed. Furthermore, in the case of forced digital transformation, the current research proposes that these relationships are further nuanced by the moderating role of stereotypical gender norms.","PeriodicalId":54777,"journal":{"name":"Journal of Organizational Computing and Electronic Commerce","volume":"31 1","pages":"114 - 129"},"PeriodicalIF":2.9,"publicationDate":"2021-04-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/10919392.2021.1911573","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44234744","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-04-03DOI: 10.1080/10919392.2021.1889212
D. O’Leary
{"title":"JOCEC Special Issue on Crowdsourcing and Gig Economy","authors":"D. O’Leary","doi":"10.1080/10919392.2021.1889212","DOIUrl":"https://doi.org/10.1080/10919392.2021.1889212","url":null,"abstract":"","PeriodicalId":54777,"journal":{"name":"Journal of Organizational Computing and Electronic Commerce","volume":"31 1","pages":"93 - 95"},"PeriodicalIF":2.9,"publicationDate":"2021-04-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/10919392.2021.1889212","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45376506","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-01-02DOI: 10.1080/10919392.2021.1885875
D. O’Leary
ABSTRACT This paper investigates research from the Journal of Organizational Computing and Electronic Commerce over the time frame 2016–2020 and captures the primary topics of those most cited papers in order to better understand those research topics of greatest interest. In addition, this paper performs a bibliometric analysis of those papers, analyzing citations, views, and other factors associated with those papers. As part of that analysis, this paper finds that the number of views of a paper, is related to Altmetric activity and whether or not a paper is available on open access. The paper also finds that the number of Google, Dimensions and Crossref citations are correlated and positively related to the number of Views and the amount of Altmetric activity.
{"title":"RECENT RESEARCH TOPICS AND A BIBLIOMETRIC ANALYSIS OF JOCEC","authors":"D. O’Leary","doi":"10.1080/10919392.2021.1885875","DOIUrl":"https://doi.org/10.1080/10919392.2021.1885875","url":null,"abstract":"ABSTRACT This paper investigates research from the Journal of Organizational Computing and Electronic Commerce over the time frame 2016–2020 and captures the primary topics of those most cited papers in order to better understand those research topics of greatest interest. In addition, this paper performs a bibliometric analysis of those papers, analyzing citations, views, and other factors associated with those papers. As part of that analysis, this paper finds that the number of views of a paper, is related to Altmetric activity and whether or not a paper is available on open access. The paper also finds that the number of Google, Dimensions and Crossref citations are correlated and positively related to the number of Views and the amount of Altmetric activity.","PeriodicalId":54777,"journal":{"name":"Journal of Organizational Computing and Electronic Commerce","volume":"31 1","pages":"78 - 91"},"PeriodicalIF":2.9,"publicationDate":"2021-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/10919392.2021.1885875","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42032192","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-01-02DOI: 10.1080/10919392.2020.1838847
Puria Rad Jahanbani, Sepideh Adabi, A. Rezaee
ABSTRACT This paper aims to allocate cloud resources (i.e., Virtual Machines: VM) to customers by using an auction-based multi-agent system. Adding the concept of group-buying to auction makes the possibility of having more winners. Group-buying offers resources at a reduced price on the condition that the number of purchases reaches a minimum number. Subsequently, the rate of successful deals, the speed of reaching agreements and monetary utility of the participants (i.e., providers and customers) will be increased. Due to having a massive number of clients with different characteristics and providers with various VM types in the cloud environment, it is obligatory to make the process of group-buying auction fully automated. By doing this automation, customers will be relieved of serious troubles such as coalition for group-buying, comparing the resources, bidding at auctions and so on. Three main requirements of this automation are as follows: (1) clustering similar customers in rational groups, (2) selecting the most suitable resource for each customer/group of customers, and (3) bidding during auctions on behalf of each customer/group of customers. A particular algorithm for each one of these requirements is presented in this paper. Through simulation experiments, the results of evaluations showed how significantly the proposed cloud market system improved the success rate of customers, the average time taken in resource selection, the average of providers’ financial utility, and the average of customers’ financial utility.
{"title":"A new multi-agent group-buying auction for automated VM-to-Customer mapping","authors":"Puria Rad Jahanbani, Sepideh Adabi, A. Rezaee","doi":"10.1080/10919392.2020.1838847","DOIUrl":"https://doi.org/10.1080/10919392.2020.1838847","url":null,"abstract":"ABSTRACT This paper aims to allocate cloud resources (i.e., Virtual Machines: VM) to customers by using an auction-based multi-agent system. Adding the concept of group-buying to auction makes the possibility of having more winners. Group-buying offers resources at a reduced price on the condition that the number of purchases reaches a minimum number. Subsequently, the rate of successful deals, the speed of reaching agreements and monetary utility of the participants (i.e., providers and customers) will be increased. Due to having a massive number of clients with different characteristics and providers with various VM types in the cloud environment, it is obligatory to make the process of group-buying auction fully automated. By doing this automation, customers will be relieved of serious troubles such as coalition for group-buying, comparing the resources, bidding at auctions and so on. Three main requirements of this automation are as follows: (1) clustering similar customers in rational groups, (2) selecting the most suitable resource for each customer/group of customers, and (3) bidding during auctions on behalf of each customer/group of customers. A particular algorithm for each one of these requirements is presented in this paper. Through simulation experiments, the results of evaluations showed how significantly the proposed cloud market system improved the success rate of customers, the average time taken in resource selection, the average of providers’ financial utility, and the average of customers’ financial utility.","PeriodicalId":54777,"journal":{"name":"Journal of Organizational Computing and Electronic Commerce","volume":"31 1","pages":"35 - 58"},"PeriodicalIF":2.9,"publicationDate":"2021-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/10919392.2020.1838847","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48333437","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-01-02DOI: 10.1080/10919392.2021.1882240
Marcus Basalla, Johannes Schneider, Martin Luksik, Roope Jaakonmäki, J. Brocke
ABSTRACT For e-commerce retailers, even small increases in waiting times have been found to lead to user dissatisfaction and losses in sales. This paper investigates how contextual and behavioral factors influence the impact of latency on the website performance of a real e-commerce platform. The results show an increased impact of latency for users with faster navigation speed and mobile users. They further show a long-term effect of latency on customer returns and confirm previous findings that show a lower impact of latency for users that are familiar with a website. These results provide a case for real-time behavioral analytics by classifying customers based on navigational speed. It further points out two ways to increase revenue: (i) by prioritization of customers and (ii) by optimization of web-pages toward lower latency.
{"title":"On Latency of E-Commerce Platforms","authors":"Marcus Basalla, Johannes Schneider, Martin Luksik, Roope Jaakonmäki, J. Brocke","doi":"10.1080/10919392.2021.1882240","DOIUrl":"https://doi.org/10.1080/10919392.2021.1882240","url":null,"abstract":"ABSTRACT For e-commerce retailers, even small increases in waiting times have been found to lead to user dissatisfaction and losses in sales. This paper investigates how contextual and behavioral factors influence the impact of latency on the website performance of a real e-commerce platform. The results show an increased impact of latency for users with faster navigation speed and mobile users. They further show a long-term effect of latency on customer returns and confirm previous findings that show a lower impact of latency for users that are familiar with a website. These results provide a case for real-time behavioral analytics by classifying customers based on navigational speed. It further points out two ways to increase revenue: (i) by prioritization of customers and (ii) by optimization of web-pages toward lower latency.","PeriodicalId":54777,"journal":{"name":"Journal of Organizational Computing and Electronic Commerce","volume":"31 1","pages":"1 - 17"},"PeriodicalIF":2.9,"publicationDate":"2021-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/10919392.2021.1882240","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45172630","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2020-12-10DOI: 10.1080/10919392.2020.1834810
Sungjin Yoo, He Li, Zhuo Xu
ABSTRACT Online health consultation (OHC) provides an alternative mechanism of healthcare delivery, which could enhance healthcare efficiency, reduce cost, and solve healthcare inequalities. Understanding why patients decide to use these OHC platforms could yield strategic implications of actualizing OHC’s impacts. Given the high uncertainties caused by the lack of patient-physician offline interactions and the sensitivity of health information, we possess trust as the major mechanism of shifting patients’ adoption decisions. Accordingly, this study examines how patients-related, platform situational, and physician-based factors affect patients’ intention of adopting OHC by triggering trust relationships. We conducted a survey to empirically test our theoretical development. We employed the structural equation modeling (SEM) and bootstrapping approaches to estimate path coefficients and significance of the model. Our results demonstrate that patients’ Internet self-efficacy on verification, trust propensity, perceived informativeness, platform reputation, structural assurance, and perceived physician credibility triggers trust relationship, therefore improving patients’ OHC adoption. Theoretical and practical implications are discussed.
{"title":"CAN I TALK TO AN ONLINE DOCTOR? UNDERSTANDING THE MEDIATING EFFECT OF TRUST ON PATIENTS’ ONLINE HEALTH CONSULTATION","authors":"Sungjin Yoo, He Li, Zhuo Xu","doi":"10.1080/10919392.2020.1834810","DOIUrl":"https://doi.org/10.1080/10919392.2020.1834810","url":null,"abstract":"ABSTRACT Online health consultation (OHC) provides an alternative mechanism of healthcare delivery, which could enhance healthcare efficiency, reduce cost, and solve healthcare inequalities. Understanding why patients decide to use these OHC platforms could yield strategic implications of actualizing OHC’s impacts. Given the high uncertainties caused by the lack of patient-physician offline interactions and the sensitivity of health information, we possess trust as the major mechanism of shifting patients’ adoption decisions. Accordingly, this study examines how patients-related, platform situational, and physician-based factors affect patients’ intention of adopting OHC by triggering trust relationships. We conducted a survey to empirically test our theoretical development. We employed the structural equation modeling (SEM) and bootstrapping approaches to estimate path coefficients and significance of the model. Our results demonstrate that patients’ Internet self-efficacy on verification, trust propensity, perceived informativeness, platform reputation, structural assurance, and perceived physician credibility triggers trust relationship, therefore improving patients’ OHC adoption. Theoretical and practical implications are discussed.","PeriodicalId":54777,"journal":{"name":"Journal of Organizational Computing and Electronic Commerce","volume":"31 1","pages":"59 - 77"},"PeriodicalIF":2.9,"publicationDate":"2020-12-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/10919392.2020.1834810","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48886157","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2020-11-17DOI: 10.1080/10919392.2020.1831870
Suparna Dhar, I. Bose
ABSTRACT The benefits ushered through the use of IoT come with its share of security concerns. IoT networks are heterogeneous and existing network security tools and controls are inadequate for them. The IoT devices and the data transmitted to and from these devices remain exposed to a multitude of threats. In this paper, we review the security concerns involved in the implementation of IoT and propose a framework for security of IoT devices based on Zero Trust and blockchain. A risk-based segmentation of IoT network increases the homogeneity of IoT device attributes and communication protocols. Zero Trust extends the perimeter of trust beyond the IT/OT network. Blockchain improves the device identification and access control capabilities of the IoT network. We support the conceptual framework with a case study on the implementation of IoT security using Zero Trust and blockchain. We provide a risk-scoring method and a five-point recommendation for management of IoT security. Our proposed IoT security framework will help implementors of IoT to overcome existing security concerns and will benefit academic researchers and practitioners alike.
{"title":"Securing IoT Devices Using Zero Trust and Blockchain","authors":"Suparna Dhar, I. Bose","doi":"10.1080/10919392.2020.1831870","DOIUrl":"https://doi.org/10.1080/10919392.2020.1831870","url":null,"abstract":"ABSTRACT The benefits ushered through the use of IoT come with its share of security concerns. IoT networks are heterogeneous and existing network security tools and controls are inadequate for them. The IoT devices and the data transmitted to and from these devices remain exposed to a multitude of threats. In this paper, we review the security concerns involved in the implementation of IoT and propose a framework for security of IoT devices based on Zero Trust and blockchain. A risk-based segmentation of IoT network increases the homogeneity of IoT device attributes and communication protocols. Zero Trust extends the perimeter of trust beyond the IT/OT network. Blockchain improves the device identification and access control capabilities of the IoT network. We support the conceptual framework with a case study on the implementation of IoT security using Zero Trust and blockchain. We provide a risk-scoring method and a five-point recommendation for management of IoT security. Our proposed IoT security framework will help implementors of IoT to overcome existing security concerns and will benefit academic researchers and practitioners alike.","PeriodicalId":54777,"journal":{"name":"Journal of Organizational Computing and Electronic Commerce","volume":"31 1","pages":"18 - 34"},"PeriodicalIF":2.9,"publicationDate":"2020-11-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/10919392.2020.1831870","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43230794","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2020-10-01DOI: 10.1080/10919392.2020.1823177
Y. Argyris, Yaqian Wang, Aziz Muqaddam
ABSTRACT Despite the wide consensus on the importance of culture in the deployment and use of information systems, very few studies have investigated whether and how organizations should incorporate the societal culture in their social media (SM) content strategy to increase consumer engagement. Recently, Chinese organizations have succeeded in engaging consumers using their local applications, such as WeChat and Weibo, calling for research on the role of Chinese cultures in such successes. Our research objectives are therefore to identify how organizational SM content strategy manifests and what makes SM content engaging in Chinese cultural contexts. As a theoretical framework, we chose the typology of symbolic-utilitarian message appeals and applied it to the six prominent areas of consumer engagement. We then analyzed Chinese organizations’ preferences for message appeals for each of the six areas using thematic analyses. The results of our analyses demonstrate the roles of Guanxi (interpersonal relationships), the changing nature of Mianzi (saving face), and the emergence of sympathy appeals in Chinese firms’ choice of SM content strategies. Based on these findings, we propose an expanded conceptual framework that encompasses cultural perspectives in organizational SM content strategies.
{"title":"Role of Culture in Engaging Consumers in Organizational Social media Posts","authors":"Y. Argyris, Yaqian Wang, Aziz Muqaddam","doi":"10.1080/10919392.2020.1823177","DOIUrl":"https://doi.org/10.1080/10919392.2020.1823177","url":null,"abstract":"ABSTRACT Despite the wide consensus on the importance of culture in the deployment and use of information systems, very few studies have investigated whether and how organizations should incorporate the societal culture in their social media (SM) content strategy to increase consumer engagement. Recently, Chinese organizations have succeeded in engaging consumers using their local applications, such as WeChat and Weibo, calling for research on the role of Chinese cultures in such successes. Our research objectives are therefore to identify how organizational SM content strategy manifests and what makes SM content engaging in Chinese cultural contexts. As a theoretical framework, we chose the typology of symbolic-utilitarian message appeals and applied it to the six prominent areas of consumer engagement. We then analyzed Chinese organizations’ preferences for message appeals for each of the six areas using thematic analyses. The results of our analyses demonstrate the roles of Guanxi (interpersonal relationships), the changing nature of Mianzi (saving face), and the emergence of sympathy appeals in Chinese firms’ choice of SM content strategies. Based on these findings, we propose an expanded conceptual framework that encompasses cultural perspectives in organizational SM content strategies.","PeriodicalId":54777,"journal":{"name":"Journal of Organizational Computing and Electronic Commerce","volume":"30 1","pages":"297 - 322"},"PeriodicalIF":2.9,"publicationDate":"2020-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/10919392.2020.1823177","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43806719","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2020-10-01DOI: 10.1080/10919392.2020.1818521
Manas Tripathi, Arunabha Mukhopadhyay
ABSTRACT Previous studies have explored the impact of the cybersecurity breach on the market value of the firm, but the impact of the data privacy breach on the firm performance is less explored. The terms cybersecurity breach and data privacy breach are sometimes used interchangeably, but they are two different things. In this study, we have used the event study methodology and standard market model (MM) to observe the effect of the data privacy breach on the firm performance. We have also observed the impact of firm-specific characteristics (such as firm size and firm type) and attack-specific characteristics (such as attack type and damage potency) on the cumulative abnormal return (CAR) due to privacy breaches. We have used data of 131 data privacy breaches related to US firms for the years 2012 (43 breaches), 2013 (37 breaches), and 2014 (51 breaches). We have selected the period 2012-2014 for study as we have observed the major data privacy breaches occurred during this period. The results of this study demonstrate that the data privacy breach announcement negatively affects the market value of the firm. Another interesting finding of this study is that the market values of larger firms are less adversely affected by the data privacy breach event than the smaller firms. We have also calculated the average financial loss, which comes out to be $ 229 million, $ 241 million, and $ 108 million in the year 2012, 2013, and 2014, respectively, due to these data privacy breaches.
{"title":"Financial Loss due to a Data Privacy Breach: An Empirical Analysis","authors":"Manas Tripathi, Arunabha Mukhopadhyay","doi":"10.1080/10919392.2020.1818521","DOIUrl":"https://doi.org/10.1080/10919392.2020.1818521","url":null,"abstract":"ABSTRACT Previous studies have explored the impact of the cybersecurity breach on the market value of the firm, but the impact of the data privacy breach on the firm performance is less explored. The terms cybersecurity breach and data privacy breach are sometimes used interchangeably, but they are two different things. In this study, we have used the event study methodology and standard market model (MM) to observe the effect of the data privacy breach on the firm performance. We have also observed the impact of firm-specific characteristics (such as firm size and firm type) and attack-specific characteristics (such as attack type and damage potency) on the cumulative abnormal return (CAR) due to privacy breaches. We have used data of 131 data privacy breaches related to US firms for the years 2012 (43 breaches), 2013 (37 breaches), and 2014 (51 breaches). We have selected the period 2012-2014 for study as we have observed the major data privacy breaches occurred during this period. The results of this study demonstrate that the data privacy breach announcement negatively affects the market value of the firm. Another interesting finding of this study is that the market values of larger firms are less adversely affected by the data privacy breach event than the smaller firms. We have also calculated the average financial loss, which comes out to be $ 229 million, $ 241 million, and $ 108 million in the year 2012, 2013, and 2014, respectively, due to these data privacy breaches.","PeriodicalId":54777,"journal":{"name":"Journal of Organizational Computing and Electronic Commerce","volume":"30 1","pages":"381 - 400"},"PeriodicalIF":2.9,"publicationDate":"2020-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/10919392.2020.1818521","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49042416","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2020-08-10DOI: 10.1080/10919392.2020.1790984
Sigi Goode
ABSTRACT Online service failure can be disruptive to end users, leading some to confront the service provider to vent their anger and anxiety. Prior research holds that users’ attributions regarding the cause of the service failure affect their perceptions of the service provider. These attributions can be mediated by the user’s coping style. However, few studies have examined the role of coping in dealing with online service failure. This study tests the mediating effects of three coping styles (e.g. confrontational, acceptance and positive reinterpretation) on attribution in online service failure in a cloud storage context. The study finds that control attribution predicted confrontational coping but not acceptance or positive reinterpretation. The more the user believes the failure cause is permanent (stability attribution), the more likely they are to use acceptance coping, but the less likely they are to use confrontational coping or positive reinterpretation. In addition, confrontational coping partially mediated the relation between control attribution and satisfaction, and positive interpretation partially mediated the relation between stability attribution and satisfaction. Acceptance did not predict satisfaction.
{"title":"Confront, Accept or Reinterpret? Coping Mediation Effects on Attribution in Cloud Service Failure","authors":"Sigi Goode","doi":"10.1080/10919392.2020.1790984","DOIUrl":"https://doi.org/10.1080/10919392.2020.1790984","url":null,"abstract":"ABSTRACT Online service failure can be disruptive to end users, leading some to confront the service provider to vent their anger and anxiety. Prior research holds that users’ attributions regarding the cause of the service failure affect their perceptions of the service provider. These attributions can be mediated by the user’s coping style. However, few studies have examined the role of coping in dealing with online service failure. This study tests the mediating effects of three coping styles (e.g. confrontational, acceptance and positive reinterpretation) on attribution in online service failure in a cloud storage context. The study finds that control attribution predicted confrontational coping but not acceptance or positive reinterpretation. The more the user believes the failure cause is permanent (stability attribution), the more likely they are to use acceptance coping, but the less likely they are to use confrontational coping or positive reinterpretation. In addition, confrontational coping partially mediated the relation between control attribution and satisfaction, and positive interpretation partially mediated the relation between stability attribution and satisfaction. Acceptance did not predict satisfaction.","PeriodicalId":54777,"journal":{"name":"Journal of Organizational Computing and Electronic Commerce","volume":"30 1","pages":"335 - 360"},"PeriodicalIF":2.9,"publicationDate":"2020-08-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/10919392.2020.1790984","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44623411","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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