信息管理与商业智能系学术讲座

日期： 2024年6月25日（星期二）13：30-15：30

地点：线下李达三楼104室；线上：腾讯会议室924715160/密码722722

主题：When Algorithms Meet Internet-of-Things: How they Impact the Multi-Stakeholder Service-Profit Chain?
An Inter-disciplinary Research of Information Systems, Service Marketing, & Organizational Behaviors

主讲人：谢博安， Professor, Georgia State University

主持人：信息管理与商业智能系徐云杰教授

内容摘要：

The infusion of emerging technologies (e.g., IoT-enabled algorithmic customer service systems [IACSs]) often brings disruptive changes to customer service. In particular, the agentic nature of these technologies challenges prominent service theories. Among these challenges, recent scholarly calls have pushed for more research on the infusion of emerging technologies into the service-profit chain (SPC) framework, advocating the importance of extended knowledge to develop a techno-infused version of the SPC. Thus, from an interdisciplinary perspective, we draw upon the role theory and propose a techno-service-profit chain (TSPC). Specifically, we contextualize the SPC in the techno-service context with different approaches, including decomposing context-specific constructs and theorizing IACS implementation as a contextual factor that moderates TSPC relationships. Using a sequential mixed-method design combining quantitative and qualitative approaches, we test our research model by conducting multi-wave surveys and follow-up interviews in a large business-to-business service firm with data from employees, supervisors, and customers before and after IACS implementation. This interdisciplinary study contributes to the information systems, service marketing, and management literatures by enriching the compositions of core SPC constructs, theorizing interactions between human agents and technology agents, and scrutinizing the impacts of technology agents on the linkages between internal employee management and external customer service. Our results further reveal the emerging issues of competing bosses (i.e., supervisors and IACSs), competing employees (i.e., employees and IACSs), and the unintended dehumanization effects of IACSs on supervisors and employees.

嘉宾简介：

Dr. J.J. Po-An Hsieh is a professor in the Department of Computer Information Systems, and a research associate in the Center of Digital Innovation, at the Robinson College of Business, Georgia State University. He is now serving as the AE for Information Systems Research and Journal of Management Information Systems Special Issue, and SE for the Pacific Asia Journal of the Association for Information Systems. He has also served as the AE for MIS Quarterly and for Decision Support Systems. Dr. Hsieh has published nemerous papers in premier journals such as MIS Quarterly, Information Systems Research, Management Science, Journal of Applied Psychology, and Journal of Management Information Systems. He has also received many awards, such as the Best Associate Editor Award of ISR, the Annual Best Published Journal Paper Award by the Organization Communication and Information Systems (OCIS) division of the Academy of Management (AOM), best Paper Award by Management Science.