Integrating Business Operations, Information Technologies, and Consumer Behavior Minitrack

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This minitrack will solicit high quality research that uses analytical, empirical, and experimental modeling approaches to explore the increasing complex roles that advanced information technologies such as Web 2.0, mobile, and cloud computing play in business operations and strategies, and consumer decisions and activities. In particular, we seek novel studies that systematically explore the complex interplays between information technology and consumer behavior, customer relationship management, organizational architectures, product development, sales and services, and supply chain management. We are also soliciting comprehensive reviews of relevant research, rigorous case studies, and applications highlighting the use of new technologies, methods, and techniques. There is a growing body of research within the economics, marketing, operations management, information systems, and healthcare communities which are starting to address those issues. This minitrack has been attracting a growing number of scholars from all over the world and has already led to four successful Special Issues in the Decision Support Systems journal.

We expect to see applications in:

  • advanced supply chain management systems
  • impact of web 2.0 on competition and cooperation
  • business analytics and big data in supply chain management
  • capacity planning, contracting and global supply chain design
  • crowdsourcing and product innovation
  • information sharing and integration along the supply chain
  • emerging of new models for the “sharing economy”
  • outsourcing service operations
  • social media implications for operations management
  • using mobile applications for order fulfillment
  • using mobile technologies in customers service and support
  • innovations in healthcare IT
  • new technologies for enhanced consumers’ engagement
  • peer-to-peer marketing
  • products’ ranking algorithms, reputation systems and the performance of online markets
  • using web analytics to influence how consumers select products and services
  • sales innovation using real-time location and social data

Minitrack Co-Chairs:

Abraham Seidmann (Primary Contact)
University of Rochester

Yabing Jiang
Florida Gulf Coast University

Jie Zhang
University of Texas at Arlington


Recent Submissions

Now showing 1 - 8 of 8
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    What Drives Successful Complaint Resolutions on Social Media?: Evidence from the Airline Industry
    ( 2017-01-04) Gunarathne, Priyanga ; Rui, Huaxia ; Seidmann, Avi
    Several companies effectively manage customer complaints on social media today, interacting with their customers on a real time basis. To study this increasingly popular practice, we examine brands’ complaint resolution efforts on social media, by exploiting a unique dataset of complaint-based customer interactions on Twitter, with a major airline. We find that complaining customers with a higher number of followers are more likely to be satisfied about their social media interaction with the brand. Moreover, the customers having an outcome related complaint, rather than a process related complaint, and also the customers who do not experience handoffs during the conversation, are more likely to be satisfied about their complaining experience on social media. To the best of our knowledge, this study is the first to empirically investigate the potential drivers of successful complaint resolutions in the context of social media customer service.
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    Optimal Subsidy and Tax Policies for Green Product with Consumer Environmental Awareness
    ( 2017-01-04) Zhang, Linghong ; Zhang, Jie
    This paper investigates the government’s optimal subsidy and tax policies in response to consumer environmental awareness (CEA) and the manufacturers’ product selection (generic, green or both) plus quality and pricing decisions. We derive the equilibria under different policy combinations and derived the analytical and numerical solutions. We find that (1) subsidizing and taxing consumers is more social beneficial when the potential market share of green products is small and environmental technology is high; (2) subsidizing green-product consumers and taxing manufacturers who produce ordinary products can yield higher social welfare; (3) subsidizing and taxing manufacturers may be more social optimal when either CEA or consumer awareness of traditional quality is high.
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    Optimal Nutrition Care for all, from Policy to Action – A National Nutrition Program in Israel
    ( 2017-01-04) Endevelt, Ronit ; Kachall, Josefa ; singer, Pierre ; Doyev, Ronit ; Grotto, Itamar
    Abstract \ Background \ Malnutrition is a significant public health problem which includes both ends of the nutrition spectrum, with obesity and overweight at one end and under nutrition at the other. Israel is one of 14 countries in Europe which has joined the European Nutrition for Health Alliance (ENHA) whose common goals are ‘Optimal Nutrition Care for All'(ONCA). Israel is unique in that the four health maintenance organizations, which provide coverage for all, are fully computerized, with big accessible data. \ Objective \ Creating national awareness for better nutrition for all the population. \ Methods \ Four subcommittees were formed to develop policy: interventions in hospitals; within the community; communication and patient opinion; continuity of care with the aid of computerized and big data tools. \ Results \ All stakeholders signed a charter which included: Implementation of weighing in all health-care settings; screening for malnutrition; creating health quality indicators; improving the nutritional quality of food served to patients in hospital settings; continuity of treatment-care sequence; promoting a healthy lifestyle for the entire population and establishing a national malnutrition registry. \ Conclusion \ Multidisciplinary teams must work together at a national level towards reaching the goal of ‘Optimal Nutrition Care for All' against malnutrition. \
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    Managing Migraine via Telemedicine: Clinical Effectiveness and Process Implications
    ( 2017-01-04) Rajan, Balaraman ; Seidmann, Avi ; Friedman, Deborah
    Telemedicine has been proved to be effective across several different medical fields. It increases access to patients and reduces travel burden. In the context of an ongoing pilot study of telemedicine for individuals with migraine, we completed in-person baseline assessments and follow-up visits via telemedicine to test the hypothesis that follow-up care delivered by telemedicine is at least as effective as with in-office visits. We then investigate ways in which telemedicine could add economic value to patients through convenience and better compliance, and benefit specialists through efficient clinical pathway.
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    Linking technological system architecture and purchasing categories
    ( 2017-01-04) Karttunen, Elina ; Nerg, Janne
    Though the link between technological system architectures and buyer-supplier relationships has been actively studied, no comprehensive framework connecting system structures and component purchasing categories exists. We examine the technological dependency structures of such systems by adopting the buyer’s viewpoint as system assembler and integrator. We articulate how system dependencies relate to switching costs and needs for investments and technological expertise in buyer-supplier relationships. By examining the extents and directions of indirect and direct dependencies at the technological systems level, we are able to identify the purchasing category to which each component is most likely to belong. We demonstrate our theoretical framework using an empirical example of a technological system from the energy industry.
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    Go with the Flow - Design of Cloud Logistics Service Blueprints
    ( 2017-01-04) Glöckner, Michael ; Ludwig, André ; Franczyk, Bogdan
    By adopting principles of cloud computing to the \ logistics domain the paradigm of Cloud Logistics is derived. It \ appears to be a promising paradigm in order to evolve logistics \ into being more flexible and collaborative. Yet, appropriate \ concepts that enable the cloud logistics paradigm are missing. \ In the paper, existing body of literature is reviewed and a \ definition and a framework of cloud logistics is given. Further, \ service blueprinting is combined with domain engineering and \ general morphological analysis in order to create a suitable \ method for designing cloud oriented service blueprints. Those \ are focusing on domain-specific flows and transformations \ enabling cloud oriented business collaboration. The method \ is applied to the logistics domain and a cloud logistics service \ blueprint is designed. Finally, the concept is evaluated with \ real use cases from logistics service providers.
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    Computational Social Science Fusion Analytics: Combining Machine-Based Methods with Explanatory Empiricism
    ( 2017-01-04) Kauffman, Robert ; Kim, Kwansoo ; Lee, Sang-Yong
    This article discusses the emergence of a computational social science analytics fusion as a mainstream scientific approach involving machine-based methods and explanatory empiricism as a basis for the discovery of new policy-related insights for business, consumer and social settings. It reflects the interdisciplinary background of the new approaches that the Hawaii International Conference on Systems Science has embraced over the years, and especially some of the recent development and shifts in the scientific study of technology-related phenomena. It also has evoked new forms of research inquiry, blended approaches to research methodology, and more pointed interest in the production of research results that have direct application in various industry contexts. We review background knowledge to showcase the methods shifts, and demonstrate the new forms of research, by showcasing contemporary applications that will be interesting to the audience on the occasion of the HICSS 50th anniversary. \
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