The Value Of Humanization In Customer Service,
2021
Singapore Management University
The Value Of Humanization In Customer Service, Yang Gao, Huaxia Rui, Shujing Sun
Research Collection School Of Computing and Information Systems
As algorithm-based agents become increasingly capable of handling customer service queries, customers are often uncertain whether they are served by humans or algorithms, and managers are left to question the value of human agents once the technology matures. The current paper studies this question by quantifying the impact of customers' enhanced perception of being served by human agents on customer service interactions. Our identification strategy hinges on the abrupt implementation by Southwest Airlines of a signature policy, which requires the inclusion of an agent's first name in responses on Twitter, thereby making the agent more humanized in the eyes of …
Chronic Customers Or Increased Awareness? The Dynamics Of Social Media Customer Service,
2021
Singapore Management University
Chronic Customers Or Increased Awareness? The Dynamics Of Social Media Customer Service, Shujing Sun, Yang Gao, Huaxia Rui
Research Collection School Of Computing and Information Systems
Despite that social media has become a promising alternative to traditional call centers, managers hesitate to fully harness its power because they worry that active service intervention may encourage excessive use of the channel by disgruntled customers. This paper sheds light on such a concern by examining the dynamics between brand-level customer complaints and service interventions on social media. Using details of customer-brand interactions of 40 airlines on Twitter, we find that more service interventions indeed cause more customer complaints, accounting for the online customer population and service quality. However, the increased complaints are primarily driven by the awareness enhancement …
Why My Code Summarization Model Does Not Work: Code Comment Improvement With Category Prediction,
2021
Singapore Management University
Why My Code Summarization Model Does Not Work: Code Comment Improvement With Category Prediction, Qiuyuan Chen, Xin Xia, Han Hu, David Lo, Shanping Li
Research Collection School Of Computing and Information Systems
Code summarization aims at generating a code comment given a block of source code and it is normally performed by training machine learning algorithms on existing code block-comment pairs. Code comments in practice have different intentions. For example, some code comments might explain how the methods work, while others explain why some methods are written. Previous works have shown that a relationship exists between a code block and the category of a comment associated with it. In this article, we aim to investigate to which extent we can exploit this relationship to improve code summarization performance. We first classify comments …
Adversarial Specification Mining,
2021
Singapore Management University
Adversarial Specification Mining, Hong Jin Kang, David Lo
Research Collection School Of Computing and Information Systems
There have been numerous studies on mining temporal specifications from execution traces. These approaches learn finite-state automata (FSA) from execution traces when running tests. To learn accurate specifications of a software system, many tests are required. Existing approaches generalize from a limited number of traces or use simple test generation strategies. Unfortunately, these strategies may not exercise uncommon usage patterns of a software system. To address this problem, we propose a new approach, adversarial specification mining, and develop a prototype, DICE (Diversity through Counter-Examples). DICE has two components: DICE-Tester and DICE-Miner. After mining Linear Temporal Logic specifications from an input …
Technical Q8a Site Answer Recommendation Via Question Boosting,
2021
Singapore Management University
Technical Q8a Site Answer Recommendation Via Question Boosting, Zhipeng Gao, Xin Xia, David Lo, John Grundy
Research Collection School Of Computing and Information Systems
Software developers have heavily used online question and answer platforms to seek help to solve their technical problems. However, a major problem with these technical Q&A sites is "answer hungriness" i.e., a large number of questions remain unanswered or unresolved, and users have to wait for a long time or painstakingly go through the provided answers with various levels of quality. To alleviate this time-consuming problem, we propose a novel DeepAns neural network-based approach to identify the most relevant answer among a set of answer candidates. Our approach follows a three-stage process: question boosting, label establishment, and answer recommendation. Given …
Context-Aware Retrieval-Based Deep Commit Message Generation,
2021
Singapore Management University
Context-Aware Retrieval-Based Deep Commit Message Generation, Haoye Wang, Xin Xia, David Lo, Qiang He, Xinyu Wang, John Grundy
Research Collection School Of Computing and Information Systems
Commit messages recorded in version control systems contain valuable information for software development, maintenance, and comprehension. Unfortunately, developers often commit code with empty or poor quality commit messages. To address this issue, several studies have proposed approaches to generate commit messages from commit diffs. Recent studies make use of neural machine translation algorithms to try and translate git diffs into commit messages and have achieved some promising results. However, these learning-based methods tend to generate high-frequency words but ignore low-frequency ones. In addition, they suffer from exposure bias issues, which leads to a gap between training phase and testing phase. …
Creators And Backers In Rewards-Based Crowdfunding: Will Incentive Misalignment Affect Kickstarter's Sustainability?,
2021
Singapore Management University
Creators And Backers In Rewards-Based Crowdfunding: Will Incentive Misalignment Affect Kickstarter's Sustainability?, Michael Wessel, Rob Gleasure, Robert John Kauffman
Research Collection School Of Computing and Information Systems
Incentive misalignment in rewards-based crowd-funding occurs because creators may benefit disproportionately from fundraising, while backers may benefit disproportionately from the quality of project deliverables. The resulting principal-agent relationship means backers rely on campaign information to identify signs of moral hazard, adverse selection, and risk attitude asymmetry. We analyze campaign information related to fundraising, and compare how different information affects eventual backer satisfaction, based on an extensive dataset from Kickstarter. The data analysis uses a multi-model comparison to reveal similarities and contrasts in the estimated drivers of dependent variables that capture different outcomes in Kickstarter’s funding campaigns, using a linear probability …
Do Blockchain And Iot Architecture Create Informedness To Support Provenance Tracking In The Product Lifecycle?,
2021
Singapore Management University
Do Blockchain And Iot Architecture Create Informedness To Support Provenance Tracking In The Product Lifecycle?, Somnath Mazumdar, Thomas Jensen, Raghava Rao Mukkamala, Robert John Kauffman, Jan Damsgaard
Research Collection School Of Computing and Information Systems
Consumers often lack information about the origin and provenance of the products they buy. They may ask: Is a food product truly organic? Or, what is the origin of the gemstone in the ring I purchased? They also may have sustainability concerns about the footprint of a product at the end of its life. Producers and sellers, meanwhile, wish to know how longitudinal tracking of the provenance of products and their components can boost their sales prices and after-market value, and re- veal new business opportunities. We focus on how the product lifecycle (PLC) can be leveraged to track information …
Coherence And Identity Learning For Arbitrary-Length Face Video Generation,
2021
Singapore Management University
Coherence And Identity Learning For Arbitrary-Length Face Video Generation, Shuquan Ye, Chu Han, Jiaying Lin, Guoqiang Han, Shengfeng He
Research Collection School Of Computing and Information Systems
Face synthesis is an interesting yet challenging task in computer vision. It is even much harder to generate a portrait video than a single image. In this paper, we propose a novel video generation framework for synthesizing arbitrary-length face videos without any face exemplar or landmark. To overcome the synthesis ambiguity of face video, we propose a divide-and-conquer strategy to separately address the video face synthesis problem from two aspects, face identity synthesis and rearrangement. To this end, we design a cascaded network which contains three components, Identity-aware GAN (IA-GAN), Face Coherence Network, and Interpolation Network. IA-GAN is proposed to …
Mobile Commerce, Crowd Commerce, And Stage Models: Reviewing And Expanding On Tp Liang’S Research,
2021
Singapore Management University
Mobile Commerce, Crowd Commerce, And Stage Models: Reviewing And Expanding On Tp Liang’S Research, Sihua Chen, Mikko Siponen, Wael Soliman, Cao Xin, Keng Siau
Research Collection School Of Computing and Information Systems
In this paper, we review a few key themes of Ting-Peng (TP) Liang’s research. We first discuss some of his major contributions to information systems (IS) in the areas of electronic commerce, mobile commerce, and crowd commerce. Future research directions for these three themes are also discussed in the paper. TP Liang is also an early proponent of stage models although this stream of research has yet to receive the importance it deserves in the IS community. Previous seminal theoretical accounts in IS have generally separated variance and process models, the latter is useful in modeling changes in the explanatory …
Three Stages Of Consumers’ Multi-Stage Dichotomic Switching Process: Pre-Switch, Switch, And Post-Switch,
2021
Singapore Management University
Three Stages Of Consumers’ Multi-Stage Dichotomic Switching Process: Pre-Switch, Switch, And Post-Switch, Jussi Nykanen, Virpi K. Tuunainen, Tuure Tuunanen, Fiona Fui-Hoon Nah
Research Collection School Of Computing and Information Systems
This research examines why and how consumers switch their mobile phones. We propose a framework that is grounded on decision-making and motivational theories and draws on the findings from a multinational qualitative survey on consumers’ mobile phone switching process. We show that consumers’ pre-switching decisions are affected by push and pull factors, their mobile phone selections are based on utilitarian or hedonic values, and their justifications for switching are based on cognition or affect. Furthermore, we identify two archetypical routes (i.e., cognitive and affective routes) and three conjoint routes that explain the dichotomic switching processes in pre-switch, switch, and post-switch …
Analyzing Tweets On New Norm: Work From Home During Covid-19 Outbreak,
2021
Singapore Management University
Analyzing Tweets On New Norm: Work From Home During Covid-19 Outbreak, Swapna Gottipati, Kyong Jin Shim, Hui Hian Teo, Karthik Nityanand, Shreyansh Shivam
Research Collection School Of Computing and Information Systems
The COVID-19 pandemic triggered a large-scale work-from-home trend globally in recent months. In this paper, we study the phenomenon of “work-from-home” (WFH) by performing social listening. We propose an analytics pipeline designed to crawl social media data and perform text mining analyzes on textual data from tweets scrapped based on hashtags related to WFH in COVID-19 situation. We apply text mining and NLP techniques to analyze the tweets for extracting the WFH themes and sentiments (positive and negative). Our Twitter theme analysis adds further value by summarizing the common key topics, allowing employers to gain more insights on areas of …
Strategies For Integrating The Internet Of Things In Educational Institutions,
2021
Walden University
Strategies For Integrating The Internet Of Things In Educational Institutions, Anthony Kofi Harvey
Walden Dissertations and Doctoral Studies
The introduction of the Internet of Things (IoT) into educational institutions has necessitated the integration of IoT devices in the information technology (IT) infrastructural environment of educational institutions. Many IT leaders at educational institutions, however, lack strategies for integrating and deploying IoT devices in their institutions, which has resulted in numerous security breaches. The purpose of this study was to explore security strategies adopted by IT administrators to prevent data breaches resulting from the integration of IoT devices in their educational institutions. The diffusion of innovations theory served as the conceptual framework for this qualitative multiple case study. Eleven IT …
A Multicase Study Of Critical Success Factors Of Self-Service Business Intelligence Initiatives,
2021
Walden University
A Multicase Study Of Critical Success Factors Of Self-Service Business Intelligence Initiatives, Eva Shepherd
Walden Dissertations and Doctoral Studies
Information technology (IT) managers have sparse information on the critical success factors (CSFs) needed for self-service business intelligence (SSBI) initiatives among casual users. The purpose of this qualitative, multicase study was to describe Business Intelligence (BI) experts’ views on the CSFs needed for self-service BI initiatives among casual users in the post-implementation stage. To meet this purpose, a multicase study design was used to collect data from a purposeful sample of 10 BI experts. Semistructured interviews, archival data, and reflective field notes drove the credibility of the multicase study’s findings through data triangulation. Two conceptual models framed this study: Lennerholt …
Impact Of Information Breaches On Health Care Records,
2021
Walden University
Impact Of Information Breaches On Health Care Records, Anton Antony Arockiasamy
Walden Dissertations and Doctoral Studies
Although there were almost 3.5 million reported information breaches of health care data in the first quarter of 2019, health care providers do not know the extent of digital and nondigital breaches of patient medical records. The purpose of this quantitative, comparative study was to identify the difference between the individual patient records affected by digital versus nondigital breaches for three types of health care entities in the United States, health care providers, health care plans, and health care clearinghouses. Allman’s privacy regulation theory, the National Institute of Standards and Technology Privacy Framework, and ecological systems theory comprised the theoretical …
Consumers Perspectives On Using Biometric Technology With Mobile Banking,
2021
Walden University
Consumers Perspectives On Using Biometric Technology With Mobile Banking, Rodney Alston Clark
Walden Dissertations and Doctoral Studies
The need for applying biometric technology in mobile banking is increasing due to emerging security issues, and many banks’ chief executive officers have integrated biometric solutions into their mobile application protocols to address these evolving security risks. This quantitative study was performed to evaluate how the opinions and beliefs of banking customers in the Mid-Atlantic region of the United States might influence their adoption of mobile banking applications that included biometric technology. The research question was designed to explore how performance expectancy (PE), effort expectancy (EE), social influence (SI), facilitating conditions (FC), perceived credibility (PC), and task-technology fit (TTF) affected …
Successful Strategies For Adopting Open-Source Software,
2021
Walden University
Successful Strategies For Adopting Open-Source Software, Balla Barro
Walden Dissertations and Doctoral Studies
Middle-level information systems managers (ISMs) in small-scale organizations often have challenges in determining the most appropriate strategy for adopting open-source software (OSS) in their organizations. The ISMs need to determine the right strategy for adopting OSS to protect the organizations’ information technology infrastructure. Grounded in the diffusion of innovation theory, the objective of this multiple case study was to explore strategies middle-level ISMs used to adopt OSS in their small-scale organizations. Six middle-level ISMs from three small-scale organizations with experience of not less than six years in OSS adoption strategy in the city of Frederick, Maryland, shared their strategies during …
Cyberattacks Strategy For Nonprofit Organizations,
2021
Walden University
Cyberattacks Strategy For Nonprofit Organizations, Yawo Obimpe Kondo
Walden Dissertations and Doctoral Studies
Information system security managers (ISSM) in nonprofits face increased cyberattack cases because nonprofits often use basic technology to save on costs. Nonprofit owners and managers need solutions to secure their data from cyberattacks. Grounded in the general systems theory, the purpose of this qualitative multiple case study was to explore strategies ISSMs at nonprofit organizations employ to protect against cyberattacks. Participants included five IT managers and directors of information technology in charge of security management in nonprofit organizations in Maryland, the District of Columbia, and Virginia. Data was generated through interviews and reviews of archival documents. The data analysis technique …
Successful Strategies For Adopting Open-Source Software,
2021
Walden University
Successful Strategies For Adopting Open-Source Software, Balla Barro
Walden Dissertations and Doctoral Studies
Middle-level information systems managers (ISMs) in small-scale organizations often have challenges in determining the most appropriate strategy for adopting open-source software (OSS) in their organizations. The ISMs need to determine the right strategy for adopting OSS to protect the organizations’ information technology infrastructure. Grounded in the diffusion of innovation theory, the objective of this multiple case study was to explore strategies middle-level ISMs used to adopt OSS in their small-scale organizations. Six middle-level ISMs from three small-scale organizations with experience of not less than six years in OSS adoption strategy in the city of Frederick, Maryland, shared their strategies during …
Factors Affecting The Productivity And Satisfaction Of Virtual Workers,
2021
Walden University
Factors Affecting The Productivity And Satisfaction Of Virtual Workers, Teresa Peoples
Walden Dissertations and Doctoral Studies
Advancements in technology have ushered in new digital enterprises, shifting the trend from a conventional workforce to a virtual workforce and giving rise to new challenges for managers. However, the factors affecting virtual worker productivity and job satisfaction are not well known. The purpose of this study was to identify these factors and determine what managers can do to enhance them. The theoretical foundation for this study included sociotechnical theory and content theory as they relate to the motivation and communication needs of the virtual workforce. This qualitative phenomenological study was an exploration of factors that affect virtual workers' productivity …
