Technology and Analytics in Emerging Markets (TAEM)
Permanent URI for this collectionhttps://hdl.handle.net/10125/107449
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Item type: Item , Video quality downgrades in live-streaming: Net-neutrality Implications for platforms(2024-01-03) Oh, Daesan; Han, Jin Soo; Park, Sung-HyukThis research aims to empirically estimate the actual impact on service end-users amid an emerging debate on net neutrality. Without net neutrality, internet service providers can require content providers to pay extra for their internet traffic usage. To save costs on network usage fees, Twitch, a live streaming platform, implemented a policy of limiting video quality (i.e., resolution of video), which is the form of an indirect cost to the users. Given that video quality is a critical factor in live streaming, we examine the effect of this policy on the behavior of the platform's users. The findings confirm that limiting video quality has a negative impact on both the suppliers and buyers of the platform, i.e., streamers and viewers. However, the effect is heterogeneous across channel popularity, as more popular channels have higher switching costs, making it challenging for users to switch platforms or leave easily.Item type: Item , The Implications of Artificial Intelligence Feedback for Worker Productivity(2024-01-03) Liu, Haoyuan; Wen, Wen; Agarwal, Ashish; Whinston, AndrewWith the rapid development of artificial intelligence (AI) technologies, many organizations have adopted AI to collect data on worker behavior and provide feedback to workers based on such data (for simplicity, we call such tools as AI supervisors). In this study we explore how workers’ productivity is shaped by AI supervisors. We design and implement a large-scale randomized field experiment to quantify the economic impact of an AI supervisor on sales workers’ productivity and distinguish its effect on work effectiveness vs. work efficiency. Our results show that the AI supervisor positively influenced bottom-ranked sales workers’ productivity but had a negative impact on top-ranked workers’ productivity. We further seek to understand the mechanisms through which AI feedback influenced sales workers: Bottom-ranked workers’ productivity gain was driven by improvement in both selling effectiveness and customer engagement efficiency, whereas top-ranked workers’ productivity loss was largely driven by their reduction in customer engagement efficiency.Item type: Item , The Impact of Live Sports Broadcasting on Digital Piracy and its Societal Consequences(2024-01-03) Jeong, Bora; Lee, Gunwoong; Kim, KeongtaeThis study investigates the impact of digital piracy on illegal gambling activities in the context of live sports broadcasting. When previously free content becomes restricted, users may resort to illegal channels to access the content. This research analyzes the relationship between digital piracy and illicit gambling by examining a specific event in South Korea where a media company introduced a subscription model for English Football League broadcasts. The study finds a positive correlation between increased visits to illegal sports broadcasting websites and higher engagement in illegal gambling. These findings contribute to our understanding of the consequences of digital piracy and provide insights for industry stakeholders and policymakers.Item type: Item , She? The Role of Perceived Agent Gender in Social Media Customer Service(2024-01-03) Ke, Junyuan; Gao, Yang; Sun, Shujing; Rui, HuaxiaThis work investigated the role of perceived agent gender in customer behavior using a unique dataset from Southwest Airlines’ Twitter account. We inferred agent gender based on the first names provided by agents when responding to customers. We measured customer behavior using three outcomes: whether a customer decided to continue the service conversation upon receiving an agent’s initial response as well as the valence and arousal levels in their second tweet if the customer chose to continue the interaction. Our identification strategy relied on the Backdoor Criterion and hinged on the assumption that customer service requests are assigned to the next available agent, independent of agent gender. The findings revealed that customers were more likely to continue interactions with female agents than male agents and they were more negative in valence but less intense in arousal with the former group than with the latter.Item type: Item , Introduction to the Minitrack on Technology and Analytics in Emerging Markets (TAEM)(2024-01-03) Oh, Wonseok; Lee, Gene Moo; Park, Sungho; Han, Sang Pil