Information & Management最新文献

英文中文

The gap matters: An explainable customer dissatisfaction tracing analysis 差距问题：可解释的客户不满跟踪分析

IF 8.2 2区管理学 Q1 COMPUTER SCIENCE, INFORMATION SYSTEMS

Information & Management

Pub Date : 2025-10-18 DOI: 10.1016/j.im.2025.104267

Xiaowei Shi , Qiang Wei , Guoqing Chen

In recent years, machine learning (ML) has been an increasingly significant role in customer dissatisfaction analysis using customer comments (CCs). Although promising, existing ML methods suffer from ineffectiveness due to the incompleteness of information obtained solely from CCs. Another type of information pertaining to professional service aspects— agent notes (ANs), introduced by the agents on behalf of enterprises—effectively complements the weakness of CCs. CCs and ANs represent evaluations of customers and agents on the same service from different perspectives, providing a comprehensive view of the service quality. However, it is challenging to directly apply ML methods to integrate CCs and ANs with complex bilateral relationships to generate explainable and actionable insights for customer dissatisfaction management.

This paper examines dissatisfaction resulting from the gap between customer expectations and delivered service quality and proposes a novel, explainable method based on domain knowledge for analyzing and tracing customer dissatisfaction through the service quality gap from bilateral CCs and ANs in a comprehensive way. Furthermore, to trace dissatisfaction in an explainable manner, an information contribution indicator measure (

I n f

) and inference strategies are devised to help map the potential gap dimension to the service quality dimension metrics and trace the informational links in the network. Extensive experiments reveal that the proposed XGAP method is advantageous over baseline methods in learning performance as well as explainable tracing.

近年来，机器学习（ML）在利用客户评论（cc）进行客户不满分析方面发挥了越来越重要的作用。虽然很有前景，但现有的ML方法由于仅从cc获得的信息不完整而存在有效性问题。另一种与专业服务方面相关的信息——代理说明（ANs），由代理代表企业引入——有效地弥补了cc的不足。cc和ann代表了客户和座席从不同角度对同一项服务的评价，提供了一个全面的服务质量视图。然而，直接应用ML方法将cc和an与复杂的双边关系集成起来，为客户不满管理生成可解释和可操作的见解，这是具有挑战性的。本文研究了客户期望与交付的服务质量之间的差距所导致的不满意，并提出了一种基于领域知识的新颖的、可解释的方法，通过双边cc和ANs的服务质量差距来全面分析和跟踪客户不满。此外，为了以一种可解释的方式跟踪不满意，设计了信息贡献指标度量（Inf）和推理策略，以帮助将潜在差距维度映射到服务质量维度度量，并跟踪网络中的信息链接。大量的实验表明，所提出的XGAP方法在学习性能和可解释跟踪方面优于基线方法。

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引用次数: 0

How do crowdfunding models impact crowdfunding performance? The mediating role of backers’ ambiguity and herding effects 众筹模式如何影响众筹绩效？支持者模糊性与羊群效应的中介作用

IF 8.2 2区管理学 Q1 COMPUTER SCIENCE, INFORMATION SYSTEMS

Information & Management

Pub Date : 2025-10-13 DOI: 10.1016/j.im.2025.104265

Yaxian Wang , Minhao Gu , Baofeng Huo , Hongke Zhao

Online crowdfunding platforms, particularly for startups, often use all-or-nothing (AON) or keep-it-all (KIA) models. While existing research has explored their effects on financing, the specific impact mechanisms, especially those involving ambiguity and herding effects among backers, remain underexplored. Our study addresses this gap through both theoretical and empirical analysis, using data from over 9000 Indiegogo projects. We find that the AON model generally leads to better crowdfunding performance as it is associated with lower ambiguity and higher herding effects. Since ambiguity impacts performance negatively while herding effects exert a positive influence, the overall effect of AON adoption tends to enhance crowdfunding performance. These findings provide valuable insights for understanding how different crowdfunding models influence outcomes and offer guidance for platform creators and managers.

在线众筹平台，尤其是初创公司的众筹平台，通常采用全有或全无（AON）或保留一切（KIA）模式。虽然现有的研究已经探讨了它们对融资的影响，但具体的影响机制，特别是涉及支持者之间的模糊性和羊群效应的影响机制仍未得到充分探讨。我们的研究通过理论和实证分析解决了这一差距，使用了来自9000多个Indiegogo项目的数据。我们发现AON模型通常会导致更好的众筹绩效，因为它具有更低的模糊性和更高的羊群效应。由于模糊性对绩效的影响是负向的，而羊群效应对绩效的影响是正向的，因此采用AON的整体效果倾向于提升众筹绩效。这些发现为理解不同众筹模式如何影响结果提供了有价值的见解，并为平台创建者和管理者提供了指导。

引用次数: 0

Effective e-commerce product recommendation: Matching effect between recommendation framing and consumers’ shopping goal specificity 有效的电子商务产品推荐：推荐框架与消费者购物目标特异性的匹配效应

IF 8.2 2区管理学 Q1 COMPUTER SCIENCE, INFORMATION SYSTEMS

Information & Management

Pub Date : 2025-10-10 DOI: 10.1016/j.im.2025.104263

Chubing Zhang , Wei Zheng , Xiaoxin Zhang , Tiange Li

Recommendation framing is an important means to uncover the “black box” of algorithmic recommendations and boost consumers’ willingness to adopt product recommendations. Grounded in cognitive fit theory, this study explores the impact of the match between recommendation framing and shopping goal specificity on consumers’ willingness to adopt product recommendations. Through three scenario-based experiments, we found that user-based framing (vs. item-based framing) stimulates stronger adoption intentions among consumers with low (vs. high) shopping goal specificity, with processing fluency mediating this effect. Moreover, consumer self-construal moderates this matching effect. These insights provide practical guidance for e-commerce platforms seeking to develop effective recommendation strategies.

推荐框架是揭开算法推荐“黑箱”，提高消费者接受产品推荐意愿的重要手段。本研究以认知契合理论为基础，探讨推荐框架与购物目标特异性的匹配对消费者接受产品推荐意愿的影响。通过三个基于场景的实验，我们发现基于用户的框架（相对于基于物品的框架）在低（相对于高）购物目标特异性的消费者中激发了更强的采用意愿，加工流畅性在其中起中介作用。此外，消费者自我解释调节了这种匹配效应。这些见解为寻求制定有效推荐策略的电子商务平台提供了实用指导。

引用次数: 0

The spillover effect of participating in crowdsourcing contests: Empirical evidence from online health communities 参与众包竞赛的溢出效应：来自在线卫生社区的经验证据

IF 8.2 2区管理学 Q1 COMPUTER SCIENCE, INFORMATION SYSTEMS

Information & Management

Pub Date : 2025-10-10 DOI: 10.1016/j.im.2025.104264

Zhijun Yan , Manyang Zhang , Han Yang , Lin Jia , Carol Hsu

Crowdsourcing contests have become an effective tool for gathering collective wisdom to address various needs across multiple fields. In response to patients’ needs for multiple doctor opinions, certain online health communities (OHCs) have introduced medical crowdsourcing contests where patients can post questions with specific rewards, and multiple physicians can chase for the rewards by providing solutions. Although crowdsourcing contests benefit patients greatly, participation in crowdsourcing contests may undermine physicians’ performance in other service channels. To clarify this spillover effect, we empirically examine the effect of participation in crowdsourcing contests on physicians’ economics- and reputation-based performance in their core online services in OHCs. We employ staggered difference-in-differences by leveraging the expanding crowdsourcing contest participation of physicians in OHCs. Our results indicate a positive spillover effect on both economics- and reputation-based performance from participation in crowdsourcing contests. Furthermore, we find that physicians with higher professional titles, more participation intensity, and winning numbers gain more online consultations and reputation improvement from participation in crowdsourcing contests. This study offers valuable theoretical and managerial insights, providing practical solutions to both physicians and OHC managers considering participation in or launching crowdsourcing contests.

众包竞赛已成为收集集体智慧以解决多个领域各种需求的有效工具。为了满足患者对多种医生意见的需求，一些在线健康社区（ohc）推出了医疗众包竞赛，患者可以在竞赛中发布问题并获得特定奖励，多位医生可以通过提供解决方案来争夺奖励。虽然众包竞赛对患者有很大的好处，但参与众包竞赛可能会影响医生在其他服务渠道的表现。为了澄清这种溢出效应，我们实证检验了参与众包竞赛对医生在ohc核心在线服务中基于经济和声誉的绩效的影响。我们采用了交错差分法，通过利用在ohc的医生扩大众包竞赛的参与。我们的研究结果表明，参与众包竞赛对基于经济和声誉的绩效都有积极的溢出效应。此外，我们发现职称越高、参与强度越大、中奖号码越高的医生通过参与众包竞赛获得了更多的在线咨询和声誉提升。本研究提供了有价值的理论和管理见解，为考虑参与或发起众包竞赛的医生和OHC管理者提供了实用的解决方案。

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引用次数: 0

Impact of copyright sharing on the success of non-fungible token collections 版权共享对不可替代代币收集成功的影响

IF 8.2 2区管理学 Q1 COMPUTER SCIENCE, INFORMATION SYSTEMS

Information & Management

Pub Date : 2025-10-10 DOI: 10.1016/j.im.2025.104262

Cheng Tao , Jin Hu , Michael Chau , Peipei Li , Daning Hu

The decision to share the copyright of non-fungible token (NFT)-associated artworks has sparked considerable debate. Copyright sharing benefits NFT collections by fostering broader public engagement in remixing and unlocking network effects, but it also undermines the exclusive rights of NFT creators. This study explores the impact of copyright sharing on the social and financial success of NFT collections. The findings show that copyright sharing increases the use of NFTs as social media profile pictures significantly and affects average sale prices positively, indicating social success and financial success, respectively. These benefits are further amplified when the artworks of the NFT collection are more likely to be remixed.

共享不可替代代币（NFT）相关艺术品版权的决定引发了相当大的争论。版权共享通过促进公众更广泛地参与混音和释放网络效应，使NFT收藏受益，但它也损害了NFT创作者的专有权。本研究探讨了版权共享对NFT馆藏的社会和经济成功的影响。研究发现，版权共享显著增加了nft作为社交媒体头像的使用，并对平均销售价格产生了积极影响，分别表明了社交成功和财务成功。当NFT收藏的艺术品更有可能被重新混合时，这些好处就会进一步放大。

引用次数: 0

User’s online status and knowledge contribution behavior in the Q&A community–Based on core and non-core contributors 核心贡献者和非核心贡献者在问答社区中的在线状态和知识贡献行为

IF 8.2 2区管理学 Q1 COMPUTER SCIENCE, INFORMATION SYSTEMS

Information & Management

Pub Date : 2025-10-08 DOI: 10.1016/j.im.2025.104260

Mi Zhou , Mengmeng Song , Weiguo Fan

While knowledge contribution studies have offered insights into status effects, how online status shapes knowledge contribution behavior across different user categories remains unclear. This study combines the entropy weight method and the Technique for Order Preference by Similarity to Ideal Solution method to categorize contributors, and uses a negative binomial model for deeper analysis. Results reveal that high-status core contributors tend to reduce their contributions, avoid low-quality contributions, and selectively answer high-quality questions to maintain their online status. Conversely, high-status non-core contributors increase both the quantity and quality of their contributions to boost their online status. Topic popularity moderates these processes by weakening the negative online status effect on core contributors’ contribution quantity, strengthening the positive effect of online status on their contribution quality, and amplifying online status effects on both contribution quantity and quality for non-core contributors. Additionally, compared with high-status male contributors, high-status female contributors are more likely to target high-quality questions; they contribute lower-quality content in core roles, but they contribute more and higher-quality content in non-core roles.

虽然知识贡献研究提供了对状态效应的见解，但在线状态如何影响不同用户类别的知识贡献行为仍不清楚。本研究结合熵权法和理想解相似性排序偏好法对贡献者进行分类，并使用负二项模型进行更深入的分析。结果表明，高地位的核心贡献者倾向于减少贡献，避免低质量的贡献，并有选择地回答高质量的问题，以保持其在线地位。相反，高地位的非核心贡献者会增加他们贡献的数量和质量，以提高他们的在线地位。话题热度通过弱化网络状态对核心贡献者贡献量的负面影响，增强网络状态对贡献质量的积极影响，放大网络状态对非核心贡献者贡献量和质量的影响来调节这一过程。此外，与地位高的男性投稿人相比，地位高的女性投稿人更倾向于提出高质量的问题；他们在核心角色中贡献的内容质量较低，但在非核心角色中贡献的内容更多、质量更高。

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引用次数: 0

Identifying artificial intelligence use cases: toward a method that facilitates garbage can innovation processes 识别人工智能用例：寻找一种促进垃圾桶创新过程的方法

IF 8.2 2区管理学 Q1 COMPUTER SCIENCE, INFORMATION SYSTEMS

Information & Management

Pub Date : 2025-10-07 DOI: 10.1016/j.im.2025.104261

Peter Hofmann , Jan Jöhnk , Dominik Protschky , Christoph Buck , Philipp Stähle , Nils Urbach

While artificial intelligence (AI) technologies offer much potential for a wide range of AI uses in organizations, identifying use cases involves making many decisions amidst influencing complications. While nascent methods for identifying such AI use cases seem promising, we know very little about their proven efficacy to actually guide decisions during the use case identification process. To investigate this efficacy, we conducted action design research at EnBW, one of Europe’s largest energy suppliers. We draw on interviews and an intervention at EnBW’s practices to develop a method, derive six design principles, and describe factors that increase our method’s efficacy. We therefore contribute a novel theoretical perspective on decision-making in contexts of organized anarchy, explaining how organizations can navigate the complexities of decisions in AI use case identification.

虽然人工智能（AI）技术为组织中广泛的人工智能应用提供了很大的潜力，但识别用例涉及在影响复杂性的情况下做出许多决策。虽然用于识别此类AI用例的新方法似乎很有希望，但我们对它们在用例识别过程中实际指导决策的有效性知之甚少。为了研究这种功效，我们在欧洲最大的能源供应商之一EnBW进行了行动设计研究。我们通过访谈和对EnBW实践的干预来开发一种方法，推导出六个设计原则，并描述了提高我们方法有效性的因素。因此，我们为有组织的无政府状态下的决策提供了一个新的理论视角，解释了组织如何在人工智能用例识别中应对决策的复杂性。

引用次数: 0

Advertising green products on brands’ official social media accounts or mega-influencer accounts? 在品牌的官方社交媒体账户或超级网红账户上宣传绿色产品？

IF 8.2 2区管理学 Q1 COMPUTER SCIENCE, INFORMATION SYSTEMS

Information & Management

Pub Date : 2025-10-03 DOI: 10.1016/j.im.2025.104259

Yiping (Amy) Song , Jiming Wu , Satadruta Mookherjee , Indranil Bose

In the context of growing sustainability awareness on social media, this research investigates the comparative effectiveness of brand official accounts versus mega-influencer accounts in green advertising. Drawing on the Elaboration Likelihood Model (ELM), six primary studies, including one field study and five experiments, reveal that brand accounts are more effective in fostering favorable consumer attitudes toward green products. Brand accounts, perceived as credible and authoritative, are more likely to elicit central route processing, enabling deeper engagement with complex and technical information about products’ green attributes. In contrast, mega-influencer accounts primarily trigger peripheral route processing, relying on heuristic cues like charisma and popularity, which are less effective in conveying detailed sustainable claims. The research identifies elaboration and message understandability as sequential mediators, and shows that contextual factors—such as response timing, counter-persuasion, and psychological distance to environmental issues—moderate the relative effectiveness of account types. This research advances the theoretical understanding by clarifying the distinct roles of social media account types in green marketing and expanding the application of ELM in this domain. The findings offer practical implications not only for marketers, but also for policy-makers and consumer advocacy groups seeking in promote effective and credible environmental messaging on social media.

在社交媒体上可持续发展意识日益增强的背景下，本研究调查了品牌官方账号与超级影响者账号在绿色广告中的比较效果。利用细化似然模型（ELM），包括一项实地研究和五项实验在内的六项初步研究表明，品牌账户在培养消费者对绿色产品的好感态度方面更有效。品牌账户被认为是可信和权威的，更有可能引发中央路线处理，从而能够更深入地参与有关产品绿色属性的复杂技术信息。相比之下，超级影响者账户主要触发外围路线处理，依赖于启发式线索，如魅力和受欢迎程度，这在传达详细的可持续主张方面效果较差。该研究将阐述和信息可理解性确定为顺序中介，并表明上下文因素——如响应时间、反说服和对环境问题的心理距离——调节了账户类型的相对有效性。本研究通过澄清社交媒体账户类型在绿色营销中的不同作用，扩展ELM在该领域的应用，推进了理论认识。这些发现不仅对营销人员，而且对政策制定者和消费者权益团体在社交媒体上寻求有效和可信的环境信息提供了实际意义。

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引用次数: 0

Eliciting pro-environmental behavior with immersive technology: The roles of awe, empathy with nature, and perceived consumer effectiveness 用沉浸式技术诱导亲环境行为：敬畏、对自然的同理心和感知到的消费者有效性的作用

IF 8.2 2区管理学 Q1 COMPUTER SCIENCE, INFORMATION SYSTEMS

Information & Management

Pub Date : 2025-10-02 DOI: 10.1016/j.im.2025.104258

Camen Teh , Li (Lily) Liu , Chee Wei Phang

Pro-environmental behavior (PEB) is key to the protection and preservation of our environment. Our study investigates how the use of immersive technologies can be leveraged to effectively elicit such behaviors. We examined two design factors that can be incorporated in environmental messages delivered by immersive technologies, namely, 360° control and informational prompts; and how these can lead to individuals behaving pro-environmentally. Specifically, we investigate how these two factors evoke awe and empathy with nature, which we conceptualize as two self-transcendent responses – and how these subsequently drive PEB. Our study considers the attitude-behavior gap that has received much attention in prior literature, and therefore also examines the role of perceived consumer effectiveness (PCE, i.e., the belief that an individual’s action makes a difference) in the aforementioned relationships. A lab experiment approach was adopted using an immersive simulation of a degraded mountain environment, where we manipulated the two design factors to test our hypotheses. The findings of our study indicate that informational prompts can elicit empathy with nature, while 360° control elicits both awe and empathic responses. Awe was found to have directly influenced individuals’ PEB, whereas empathy with nature had a positive effect on PEB mediated by PCE. This research provides insights into the mechanisms of awe and empathy in relation to PEB, as well as the importance of PCE. Our findings also provide practical, design implications in the use of immersive technologies to encourage pro-environmental actions.

亲环境行为（PEB）是保护和保存环境的关键。我们的研究调查了如何利用沉浸式技术来有效地引发这种行为。我们研究了两个设计因素，可以纳入沉浸式技术提供的环境信息，即360°控制和信息提示；以及这些因素如何导致个人的环保行为。具体来说，我们研究了这两个因素如何唤起对自然的敬畏和同情，我们将其概念化为两种自我超越的反应，以及这些因素随后如何驱动PEB。我们的研究考虑了先前文献中受到广泛关注的态度-行为差距，因此也研究了感知消费者有效性（PCE，即个人行为产生影响的信念）在上述关系中的作用。我们采用了一种实验室实验的方法，利用一个退化的山地环境的沉浸式模拟，在那里我们操纵两个设计因素来检验我们的假设。我们的研究结果表明，信息提示可以引起对自然的共情，而360°控制可以引起敬畏和共情反应。研究发现，敬畏会直接影响个体的PEB，而对自然的同理心则会对PCE介导的PEB产生积极影响。本研究为敬畏和同理心对PEB的影响机制以及PCE的重要性提供了深入的见解，并为使用沉浸式技术鼓励亲环境行为提供了实际的设计启示。

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引用次数: 0

Effect of cover image content orientation on crowdfunding performance: The role of narrative emotion and campaign nature 封面图片内容导向对众筹绩效的影响：叙事情感和活动性质的作用

IF 8.2 2区管理学 Q1 COMPUTER SCIENCE, INFORMATION SYSTEMS

Information & Management

Pub Date : 2025-09-28 DOI: 10.1016/j.im.2025.104257

Wei Wang , Yuan Qin , Xiaohui Zheng , Jian Mou

This study investigates the impact of the cover image content orientation of crowdfunding campaigns on funding performance. Considering 19,611 projects from Indiegogo as corpus, cover image content orientation was categorized into three cases using the classical grounded theory coding process. A deep learning model was employed to classify the images. Linguistic inquiry and word count and naïve Bayes were used to quantify the emotion of the project narratives and a logit model was adopted to estimate the impact of cover image content orientation on funding performance. Both visual and nonvisual signals were incorporated into a model based on signaling theory. The results suggest that product-oriented images have a more positive effect on funding performance than other images, and narratives’ emotions promote campaign success. Furthermore, cover image content orientations with emotional narratives have a greater impact on funding performance than those with neutral narratives. Additionally, cover image content orientation has a stronger impact on funding performance for technological and innovative campaigns. This study informs the application of signaling theory in the field of crowdfunding from a visual perspective and provides practical implications for entrepreneurs seeking to create effective campaigns.

本研究考察了众筹活动封面图片内容取向对融资绩效的影响。以Indiegogo的19611个项目为语料库，采用经典扎根理论编码方法将封面图像内容定向分为三种情况。采用深度学习模型对图像进行分类。使用语言探究和字数统计以及naïve贝叶斯来量化项目叙事的情感，并采用logit模型来估计封面图像内容取向对资助绩效的影响。在信号理论的基础上，将视觉和非视觉信号整合到一个模型中。结果表明，以产品为导向的形象比其他形象对筹资绩效有更积极的影响，叙述者的情绪促进了活动的成功。此外，具有情感叙事的封面图片内容取向对筹资绩效的影响大于中性叙事的封面图片内容取向。此外，封面图片内容导向对技术和创新活动的融资绩效有更强的影响。本研究从视觉角度介绍了信号理论在众筹领域的应用，并为寻求有效活动的企业家提供了实践启示。

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