Showing papers presented at "Pacific Asia Conference on Information Systems in 2015"

Why people participate in the sharing economy: A social exchange perspective

Abstract: We empirically analyze the competitive benefits of sharing economy services to understand why people participate in the sharing economy. We employ the social exchange theory to examine the participation intention in sharing over owning. We emphasize on the importance of service platform as a trusted third party and its influence on reducing the perceived risk of sharing economy. The research model includes the key antecedents to trust and relative advantages of sharing economy services. The model will be tested with the Airbnb users’ data. The research results are expected to contribute to researchers and practitioners to understand the sharing economy.

The impact of IS-Business alignment practices on organizational choice of IS-Business alignment strategies

Abstract: This study utilizes a mixed method approach to examine the relationship between IS/Business alignment practices and organizational choice of IS/business alignment strategy. To this end, the significance of six maturity factors of IS/Business alignment – governance, partnership, scope and architecture, communication, value, and skills – from the Strategic Alignment Maturity model are examined against three alignment strategies (independent, sequential, and synchronous) adopted by different organizations. Governance and partnership were found to be the most significant factors towards the evolutive process of IS/business alignment regardless of the alignment strategy. Moreover, our data shows that organizations that are most mature in partnership have a higher tendency to implement sequential integration strategy (IS strategy formulation follows and supports business strategy formulation) and not synchronous – where IS strategy formulation and business strategy formulation are done simultaneously. Follow-up group discussions with senior managers were also conducted in an attempt to identify the top management practices that advance the IS/business alignment process. The discussions revealed three management practices that considerably contribute to the process of aligning IS and business strategies: (1) the formalization of a program management process, (2) the improvement of support for hierarchies of authority, and (3) the integration of collaboration values. Those findings are discussed and future avenues of research are offered.

Value Creation in Cryptocurrency Networks: Towards a Taxonomy of Digital Business Models for Bitcoin Companies

Abstract: Cryptocurrency networks have given birth to a diversity of start-ups and attracted a huge influx of venture capital to invest in these start-ups for creating and capturing value within and between such networks. Synthesizing strategic management and information systems (IS) literature, this study advances a unified theoretical framework for identifying and investigating how cryptocurrency companies configure value through digital business models. This framework is then employed, via multiple case studies, to examine digital business models of companies within the bitcoin network. Findings suggest that companies within the bitcoin network exhibits six generic digital business models. These six digital business models are in turn driven by three modes of value configurations with their own distinct logic for value creation and mechanisms for value capturing. A key finding of this study is that value-chain and value-network driven business models commercialize their products and services for each value unit transfer, whereas commercialization for value-shop driven business models is realized through the subsidization of direct users by revenue generating entities. This study contributes to extant literature on value configurations and digital businesses models within the emerging and increasingly pervasive domain of cryptocurrency networks.

Organisational Security Culture and Information Security Compliance for E-Government Development: The Moderating Effect of Social Pressure

Abstract: Rapid development of e-government has exposed critical public information to the possibility of cybercrime. Information security has become a critical issue that needs to be adequately addressed in e-government development. This paper develops an information security compliance model by drawing insights from organizational and institutional theory literature to examine how organizational security culture influences information security compliance in public organizations for e-government development. It also investigates the role of social pressure in moderating the relationship between information security culture and information security compliance. The study explores three specific dimensions of information security culture: management commitments, accountability and information security awareness. The result of a hierarchical regression analysis indicates that management commitments, accountability, information security awareness, and social pressure have a significant positive impact on information security compliance in public organizations. The moderating role of social pressure, however, is only significant in augmenting the relationship between accountability and information security compliance. This study contributes to the information security compliance research by highlighting the criticality of establishing an information security culture within public organisations to promote information security compliance.

Understanding the Antecedents of Mobile Game Addiction: The Roles of Perceived Visibility, Perceived Enjoyment and Flow

Abstract: With the rapid development of mobile games and the roaring growth of market size, mobile game addiction is becoming a public concern. Hence, understanding the reasons behind mobile game addiction is worthwhile. Based on previous studies and two salient features of mobile games (e.g., hedonic and sociality), a research model is developed to examine the antecedents of mobile game addiction. Our proposed model is tested using a survey from 234 mobile game users and the results confirm most of our hypotheses. Specifically, perceived visibility and perceived enjoyment are found to be positively associated with flow which in turn affects addiction. Besides the indirect effect of perceived visibility on addiction via flow, perceived visibility is found to have a direct effect on addiction too. The implications for theory and practice are also discussed.

What Influences Employees to Use Enterprise Social Networks? A Socio-Technical Perspective

Abstract: The adoption of enterprise social network (ESN) for greater employee engagement and knowledge sharing practices within organisations is proliferating. However, ESN investments have thus far not resulted in expected gains in organisational benefits due to underutilisation by employees. Limited understanding of the implications of ESN use leads to a paucity of recommendations for effective use within an organisation. This research-in-progress paper seeks to determine the factors influencing the use of ESN among employees in a large Australian utility organisation, with the aim of contributing to a practical understanding of the key success factors of the use of this new workplace social platform. Our preliminary findings indicated that the employees’ ESN behaviour tends to be influenced by socio-technical factors, including technological (i.e. platform and content quality), organisational (i.e. top management support and ESN facilitating conditions), social (i.e. critical mass and communication climate), individual (i.e. perceived benefits, knowledge self-efficacy and time commitment) and task (i.e. task characteristics) factors. This paper concludes that a successful implementation of ESN in an organisation involves the nexus between these five factors and provides several recommendations about how ESN use can be enhanced.

The Generative Capacity of Digital Artifacts: A Mapping of the Field

Abstract: The concept of generativity as the capacity of a technology or a system to be malleable by diverse groups of actors in unanticipated ways has recently gained considerable traction in information systems research. We review a sample of the body of knowledge and identify that scholars commonly investigated generativity in conjunction with digital infrastructures and digital platforms, both of which are complex, networked, and evolving socio-technical systems. Interestingly, other types of digital artifacts have been neglected, despite our initial assumption that the distinct attributes (e.g., reprogrammability, distributedness) of any digital artifact match well with generativity. The literature review also reveals that innovation brought about heterogeneous groups of actors is universally regarded as the goal of generativity, discounting the possibility of exploiting generative systems towards other valuable ends such as organizational agility. Furthermore, scholars commonly discuss generativity in conjunction with the logic of modularity, leading to unresolved questions on how these two concepts might complement each other. Another important contribution of this paper is the systematization of various meanings of generativity, spanning from the philosophical - e.g., generative mechanisms in critical realist research - to a more literal understanding, for instance generativity as synonym to ‘creation of a particular solution'.

Impulsive Buying Behavior of Restaurant Products in Social Commerce: A Role of Serendipity and Scarcity Message

Abstract: Nowadays, social commerce has rapidly expanded to diverse industries. One of the items that has expanded rapidly seems a restaurant type of coupons at a social commerce site, which mainly composes of social commerce items. However, research has been rare conducted concerning restaurant products in a social commerce environment. In this respect, the present study suggests a conceptual research model and empirically verified how a new way of business transaction (i.e, social commerce) beyond electronic commerce influences consumers in explaining an impulsive buying behavior in a restaurant context. Important findings are revealed that restaurant consumer’s cognition affect emotion seriously, in addition, the role of enjoyment and urge to buy are critical in a social commerce environment. This study elaborates the theoretical understanding of impulsive buying behavior of restaurant consumers in social commerce context. Also, practically, this research shows how serendipitous information and scarcity message are crucial in social commerce.

Impact of IT Infrastructure on Customer Service Performance: The Role of Micro-IT Capabilities and Online Customer Engagement

Abstract: This research argues that information technology (IT) capabilities can be classified in macroand micro-IT capabilities. We propose a conceptual model in which IT infrastructure capability (a macroIT capability) enables the development of social media and e-business technology capabilities (two micro-IT capabilities) to online engage customers and improve the firm’s customer service performance. We test the proposed model by using the variance-based structural equation modelling technique and the method of estimation of partial least squares employing an innovative secondary dataset on a sample of 100 small firms included in the 2013 Forbes America’s Best Small Companies ranking. The empirical analysis suggests that IT infrastructure capability positively affects customer service performance through two micro-IT capabilities (social media and e-business technology) and social and conventional online customer engagement.

The State of the Art in Smart City Research – A Literature Analysis on Green IS Solutions to Foster Environmental Sustainability

Abstract: Environmental sustainability is one of the most critical issues worldwide, concerning every individual. The main objective in this area is to preserve scarce resources and reduce CO2 emissions in order to prevent environmental degradation. In recent years the potential of information systems (IS) as a driver for environmental sustainability has emerged under the term “Green IS”. Given that cities represent a huge share of environmental degradation due to factors such as mobility, energy and water consumption, and waste production, the municipal domain offers huge potentials in terms of sustainability. The advent of smart cites is an attempt to address this concern. In this paper we aim to provide an overview of current publications on environmental sustainability in smart cities, as research in this field is still unstructured. This paper focuses on structuring the research field by providing a research framework to achieve a more holistic view on the application of Green IS. We distinguish between research performed by the IS community and that of related fields, such as urban development, and perform a cross-sectional, exhaustive literature analysis with almost 1,500 articles to uncover the differences and commonalities between the domains.

Anticipated benefits of cloud computing adoption in Australian regional municipal governments: an exploratory study

Abstract: It is expected that computing services will increasingly be accessed as another utility a similar way to other services such as water, electricity, telephone or gas. Many organizations including government deliver their services through information and communication technology (ICT) tools including e-government. Cloud computing is a relatively new way of providing services over the internet. In this research in-depth interviews of Australian councils’ IT managers were conducted with the aim of providing insights into the perceived benefits of cloud computing adoption. The research indicated that cloud computing is seen to offer the many benefits that are identified in the research literature; additional anticipated benefits emerged which related to reduced level of risk, remote access, reduce staff, and saving time.

Role of Social Media on Information Accessibility.

Abstract: Social media is the gathering place of a large pool of consumers. It is the repository of consumer information and acts as a means of spreading information to build market presence. Most literature states that organizational usage of social media enhances customer relations, but social media also acts as a medium for information acquisition. Not many previous studies have investigated the role of social media on information accessibility. Therefore this study examined the impact of social media on information accessibility. A total of 171 organization responded to the survey and the result of the survey showed that social media usage has a positive impact on information accessibility. Also it was found that factors such as interactivity, trust and institutional pressure positively influence social media usage in organizations. This study provided a clearer understanding on the real importance of social media and its benefits towards information acquisition. The results would motivate and guide organizations in social media usage for information acquisition which is important for understanding the customers, competitors and the industry and to develop strategies for enhancing business performance.

Get tired of socializing as social animal? An empirical explanation on discontinuous usage behavior in social network services

Abstract: This research aims to explain users’ discontinuous usage behavior in social network context. With system features increasing, information flooding and personal network expanding of SNSs, users begin to emerge social network fatigue, and ultimately express discontinuous usage intention. To explain this phenomenon, we develop a research model based on a cognition-affection-conation framework. This study examines the role of perceived overload (in terms of system feature overload, information overload and social overload) in influencing users’ negative affections of SNSs including social network fatigue and dissatisfaction, and the effects of such emotions on users’ discontinuous intention, which are validated through an empirical study. The findings of this study contribute to a better understanding of the relationship among perceived overload, social network fatigue and users’ discontinuous usage behavior, and give some implications to SNSs providers to improve this situation.

Influence Processes for Practicing Green Information Technology: Elaboration Likelihood Model

Abstract: Green Information Technology (IT) adoption has been the focal point for Information System researchers in recent years. These studies have focused on identifying factors that influence individuals’ intention or actual behavior either positively or negatively. To the best of the researchers’ knowledge, no study has examined how persuasion can be used to influence Green IT practicing and if persuasive processes can better influence the adoption of Green IT initiatives. The purpose of this study, therefore, is to examine how process of external influences shape practicing of Green IT among potential users. Upon elaboration-likelihood model (ELM), we propose a research model to compare two alternative influence processes, the central and peripheral routes, in motivating the Green IT adoption. Drawing on the ELM, six hypotheses were developed and are going to be validated empirically using a survey from Users. This study contributes to the Green IT literature by addressing an unexplored area of research, namely the process of influence that can shape the perceptions of individuals towards the adoption of Green IT.

Building an Enterprise Ontology of Business Process Crowdsourcing: A Design Science Approach

Abstract: Crowdsourcing is an emerging strategy for enterprises to harvest information, labour, expertise and innovation from a wide, anonymous crowd. To fully adopt this strategy, enterprise systems should not only extend existing frameworks with new services and users, but also efficiently integrate crowdsourced activities with, usually more stable, organisational processes. However, an ontological structure for this integration is still missing. Although a few lightweight ontologies have been proposed in the crowdsourcing domain, they seem to focus on clarifying concepts rather than providing a structure for modelling, designing, and developing an enterprise system. The current study fills the gap by building an enterprise ontology of business process crowdsourcing. Our results identified the main business processes, data entities, data attributes, and their hierarchy relationships, which were structured into a lightweight ontology. We then added decision-making relationships and business rules that turn a lightweight into a heavyweight ontology. The built ontology is evaluated by triangulation when comparing with two ontology versions generated by automated tools. The current study is significant as it is the first effort to build an enterprise ontology of crowdsourcing, which provides a blueprint for integrating business process crowdsourcing into enterprise systems.

Risk-Benefit-Mediated Impact of Determinants on the Adoption of Cloud Federation.

Abstract: As an emerging trend for maximizing IT resource utilization, cloud federation raises various technical, economic, and legal issues. In order to understand the future of its adoption among cloud providers, it is important to identify which factors can be driving or inhibiting the process. This study aims at closing this research gap and find out the strength of their inhibiting or facilitating factors. After a thorough review of previous studies, factors suggested by relevant studies as determinants of cloud computing are compiled. Among those determinants, the most relevant factors are selected and, then, used to construct a model of hypothesized relationships of the determinants with the perception of risk and benefits of cloud federation, thus with the intention of joining a cloud federation. Data from a total of 300 cloud service providers, consultants, and IT experts were collected through a survey questionnaire. Questions were asked regarding large firms and small firms. The model is evaluated using structural equation modeling. The findings show that, among the six determinants analyzed by the study, flexibility and competitive pressure showed strong positive impacts. Thus, they are considered the major drivers of cloud federation. Furthermore, interoperability, service quality decline, and legal issues could be linked to be strong inhibitors of cloud federation. However, all these determines are strongly mediated by the perceived risk and perceived benefit of cloud federation. The estimated results for cloud providers showed that large cloud providers are attracted to cloud federation due to the potential of offering flexible services, while small cloud providers are driven by competitive pressure to join a cloud federation.

The Affordances of Business Analytics for Strategic Decision-Making and Their Impact on Organisational Performance.

Abstract: Increasingly, business analytics is seen to provide the possibilities for businesses to effectively support strategic decision-making, thereby to become a source of strategic business value. However, little research exists regarding the mechanism through which business analytics supports strategic decisionmaking and ultimately organisational performance. This paper draws upon literature on IT affordances and strategic decision-making to (1) understand the decision-making affordances provided by business analytics, and (2) develop a research model linking business analytics, data-driven culture, decision-making affordances, strategic decision-making, and organisational performance. The model is empirically tested using structural equation modelling based on 296 survey responses collected from UK businesses. The study produces four main findings: (1) business analytics has a positive effect on decision-making affordances both directly and indirectly through the mediation of a data-driven culture; (2) decision-making affordances significantly influence strategic decision comprehensiveness positively and intuitive decision-making negatively; (3) data-driven culture has a significant and positive effect on strategic decision comprehensiveness; and (4) strategic decision comprehensiveness has a positive effect on organisational performance but a negative effect on intuitive decision-making.

Judging Online Peer-To-Peer Lending Behavior: An Integration of Dual System Framework and Two-Factor Theory

Abstract: The past decade has witnessed a growing number of business models that facilitate economic exchanges between individuals with limited institutional mediation. One of the important innovative business models is online peer-to-peer (P2P) lending, which has received widely attention from government, industry, investors, and researchers. Based on dual system framework and two-factor theory, this research proposes a research model to investigate the role of various signals from the P2P platform in affecting lender’s investment decisions. With data collected from PPDAI, a popular Chinese P2P lending site, we test the proposed model with logistic regression and hierarchical linear model. The results reveal that most of the factors perform significantly in lenders’ decision making. We also find the specific information of an auction itself is more important than borrower’s characteristics to a large degree. Finally, the research emphasizes that bid number performs well in moderating most of the relationships between variables.

Designing Fitness Apps Using Persuasive Technology: A Text Mining Approach

Abstract: Popularity and pervasiveness of mobile apps have great potential to motivate healthy behavioural modifications. Considering the increased prevalence of obesity, overweight and sedentary lifestyle in modern societies, this study takes an important step in proposing design elements for fitness apps that can stimulate enhanced physical activity behaviour. We posit that persuasive technology principles infused into social cognitive theory elements will lead to the design of successful fitness apps. We empirically validated our conceptualization using app descriptions and lifecycle data of mobile apps. Implications for practice and future research are discussed.

Evaluating Open Data Innovation : a Measurement Model for Digital Innovation Contests

Abstract: Digital innovation contests emerge as important intermediaries in open data markets. However the understanding of how contests affect innovation value chains is low and there is a lack of innovatio ...

SEC-TOE Framework: Exploring Security Determinants in Big Data Solutions Adoption

Abstract: As in any new technology adoption in organizations, big data solutions (BDS) also presents some security threat and challenges, especially due to the characteristics of big data itself the volume, velocity and variety of data. Even though many security considerations associated to the adoption of BDS have been publicized, it remains unclear whether these publicized facts have any actual impact on the adoption of the solutions. Hence, it is the intent of this research-in-progress to examine the security determinants by focusing on the influence that various technological factors in security, organizational security view and security related environmental factors have on BDS adoption. One technology adoption framework, the TOE (technological-organizational-environmental) framework is adopted as the main conceptual research framework. This research will be conducted using a Sequential Explanatory Mixed Method approach. Quantitative method will be used for the first part of the research, specifically using an online questionnaire survey. The result of this first quantitative process will then be further explored and complemented with a case study. Results generated from both quantitative and qualitative phases will then be triangulated and a cross-study synthesis will be conducted to form the final result and discussion.

Corporate Credit Risk Analysis Utilizing Textual User Generated Content - A Twitter Based Feasibility Study

Abstract: Irrecoverable receivables resulting from insolvent debtors endanger the own liquidity. Therefore, corporate credit risk analysis should be continuously improved in order to diminish bad debt. We analyse in how far user generated content (UGC) contains evidence concerning the financial stability of companies and hence, can enhance the information base for corporate credit risk analysis. For this purpose, we compare data from the microblogging platform Twitter related to ten insolvent and ten solvent German companies. We utilize techniques from content analysis for the quantification of textual data. Results from independent t-tests indicate, that the amount of UGC is significantly higher and the sentiment is significantly worse for insolvent companies prior to the date of bankruptcy than for solvent companies in the same time span. Furthermore, we apply the k-Nearest-Neighbour algorithm in order to classify companies as prospectively insolvent or solvent based on sentiment scores derived from UGC. Results show, that a classification accuracy above randomly expected values can be achieved. The classification accuracy increases, when UGC published closer to the date of insolvency is used. Future research should focus on how to utilize our findings and improve processes of corporate credit risk analysis while integrating UGC.

Assessing Citizens’ Adoption of a Transactional E-Government System: Validation of the Extended Decomposed Theory of Planned Behavior (DTPB)

Abstract: The study explores the adoption of an electronic government (e-government) system called online PAN card registration system (OPCRS) in context of India. The study validates the extended decomposed theory of planned behaviour (DTPB) to understand the impact of some of its factors on the citizen’s intention to adopt this system. The proposed research model is validated using the data collected from 377 respondents from six selected cities covering all different locations of India. The data is analysed using AMOS 22.0. The empirical findings of the proposed research model indicated the significant relationships of all proposed hypotheses. The study also provides its limitations, future research directions, and implications for theory and practice toward the end.

Factors Affecting Computer Crime Protection Behavior

Abstract: This research aimed to investigate factors that affect computer crime protection behavior, based on the protection motivation theory. Personal factors were considered, including: conscientious personality, perceived value of data, prior experience, and environmental factors. In addition, other factors were evaluated, including: subjective norm, security knowledge, and safeguard costs. These factors are mediated by threat appraisal and coping appraisal. The data were collected from 600 personal computer users by use of a questionnaire. Data were analyzed using structural equation modeling. Findings showed that all factors had significant effects on the computer crime protection behavior. In addition, the results showed that security knowledge, one of the environmental factors, had the strongest effects on coping appraisal which subsequently had the strongest impact on protection behavior.

Designing Persuasive Systems to Influence Learning: Modelling the Impact of Study Habits on Academic Performance

Abstract: Human behaviour is complex and human beings are difficult to persuade. Technology has developed into a crucial tool to influence human behaviour. Computers have increased in power and mobility and have become ubiquitous in people’s daily lives. Persuasive technology involves computers being designed explicitly for influencing behaviour. Social networking sites are good examples of how users can be conditioned to habitually check for updates each day. This habit-forming technology can be repurposed to be useful for education. Non-academically inclined university students often have poor study habits. It is possible to design and implement persuasive systems to influence these students to improve their study habits, which is likely to result in improved learning outcomes for them. However, for a persuasive system to be effective, it needs to target a specific habit. In order to help identify which habits to target, this research provides insights into which habits have the most significant impact on academic performance. Three models were constructed outlining the most important habits for three dimensions of academic performance. It was found that each model had unique habit predictors, except for a small overlap. Generally, study habits related to the management of resources, value placed by the individual student on learning tasks and expectations of learning were found to be the most impactful. These models allow designers to more confidently build educational persuasive systems, by providing evidence-based selection of target habits.

Developing a Conceptual Framework to Evaluate Public B2B E-Marketplaces

Abstract: Business-to-business (B2B) e-marketplaces are Internet-based inter-organizational trading platforms that facilitate and foster the exchange of information, products and services, and other business transactions among many buyers and sellers. Despite the proliferation of B2B e-marketplaces, many B2B e-marketplaces have failed. A well-developed framework or standard for evaluating B2B emarketplaces is scarce in the literature. Previous studies indicate the need for a comprehensive evaluation framework for evaluating performance of B2B e-marketplaces. This research presented a framework to evaluate performance of public B2B e-marketplaces that support small exporters. Factors contributing to the performance and effectiveness of B2B e-marketplaces were explored. The proposed conceptual framework integrated factors from both B2B e-marketplace performance and Web site evaluation perspectives. Expert interviews using a semi-structured approach were conducted in order to verify the proposed conceptual framework. On the basis of thorough review of literature and expert interviews conducted, this study proposed eleven factors to evaluate public B2B e-marketplaces. This research contributes to the literature by building an integrated framework to evaluate the performance public B2B e-marketplaces. It also contributes to the B2B e-marketplace industry by offering a practical mean for public B2B e-marketplace market makers or managers to evaluate and improve their emarketplaces.

Understanding Indigenous People's Information Practices and Internet Use: A Ngarrindjeri Perspective

Abstract: Little is known about indigenous people’s interactions with the Internet as well as their attitudes, values, and skills in using the Internet and information and communication technologies to retain their knowledge. We present the preliminary results of the research undertaken with Ngarrindjeri people living from the Lower Murray River Lakes and the Coorong areas in South Australia, and then review the implications of these findings for designing interventions. Twenty-one Ngarrindjeri volunteers participated in the questionnaires, interviews and field observation. The results show that, following family members, the Internet was considered to be the second most important source for obtaining various sorts of information. Though having types of hesitation and cultural cautions, the indigenous participants embraced the Internet and online resources with great enthusiasm. The findings suggest that it is critical to adapt Internet technology to incorporate indigenous cultures including their information and social practices when we design and deliver information products and services for indigenous people.

Reasoning about Goal Satisfaction for Early Requirements Engineering in the i* Framework using Inter-Actor Dependency

Abstract: In the software development cycle, requirements engineering plays a major role in the success of a software system. In early requirement engineering, various alternative design options for software are explored and the best ones are selected. The requirements analyst uses goal models to analyse different design alternatives. Goal models like the i*, and Tropos include inter-actor dependencies where an actor depends on other actors for its goal accomplishment. However, goal models like NonFunctional Requirements(NFR), Knowledge Acquisition in Automated Space (KAOS) do not include these type of inter-actor dependencies. Whilst there have been a number of both qualitative and quantitative proposed approaches to analysing goal models without using inter-actor dependency, this paper presents an approach to the automate analysis of goals using inter-actor dependencies and fuzzy concepts. A simulation for the proposed approach was developed in Visual C++ and was evaluated with case studies from the existing literature. The evaluation results show that the proposed approach is feasible and offers a guidance in the decision making of alternative options.

Moving Beyond the Direct Impact of Using CRM Systems on Frontline Employees' Service Performance: The Mediating Role of Adaptive Behavior.

Abstract: Despite substantial investments in customer‐relationship‐management (CRM) systems, companies continue to experience pain rather than profit. Meanwhile, the concept of “adaptive behaviour” of frontline employees has received little attention in the literature related to CRM systems in which the frontline employees are the primary users. In this study, we propose that with the aid of CRM systems, individual employees are able to immediately access information about customers and service offerings, thus enabling their adaptive behaviours to provide personalized service to individual customers. Based on coping theory, we develop a CRM system‐driven adaptive behaviour model that explains how CRM systems facilitate individual employees' service performance by enabling adaptive behaviour during their service encounters. Multisourced data from a financial company in China largely support our proposed model, showing that employees' postadoption of CRM systems (routinization and infusion of use) enables interpersonal and offering adaptive behaviours, which in turn enhance employees' service performance. In addition, forming a postadoption behaviour of CRM systems relies on the frequent use. We discuss the theoretical and practical implications of adaptive behaviour in service encounters with the aid of CRM systems.

Open Data Diffusion for Service Innovation: An Inductive Case Study on Cultural Open Data Services.

Abstract: Information Systems research on Open Data has been primarily focused on its contribution to e-government inquiries, government transparency, and open government. Recently, Open Data has been explored as a catalyser for service innovation as a consequence of big claims around the potential of such initiatives in terms of additional value that can be injected into the worldwide economy. Subsequently, the Open Data Services academic conversation was structured (Lindman et al. 2013a). The research project presented in this paper is an interpretive case study that was carried out to explore the factors that influence the diffusion of Open Data for new service development. This paper contributes to this debate by providing an interpretive inductive case study (Walsham 1995) of a tourism company that successfully turned several city authorities’ raw open datasets into a set of valuable services. Results demonstrate that 16 factors and 68 related variables are the most relevant in the process of diffusion of open data for new service development. Furthermore, this paper demonstrates the suitability of Social Constructionism and interpretive case study research to inductively generate knowledge in this field.