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Article
Publication date: 12 July 2019

Peiran Gao, Yeming Gong, Jinlong Zhang, Hongyi Mao and Shan Liu

The purpose of this paper is to explore the joint effects of different types of IT resources and top management support. Especially, the authors attempt to mainly examine…

Abstract

Purpose

The purpose of this paper is to explore the joint effects of different types of IT resources and top management support. Especially, the authors attempt to mainly examine a negative synergy or substitution relationship between IT infrastructure resources and CEO support, and a positive synergy or complementary relationship between IT human resources and CEO support among the large-sized enterprises.

Design/methodology/approach

A research model that integrates IT infrastructure resources, IT human resources, CEO support and the degree of usage of IT for business objectives (i.e. IT business spanning capability) is developed. Based on a sample of 112 large-sized enterprises, partial least squares is used to analyze the research model.

Findings

Whereas the positive moderating role of CEO support in the effectiveness of IT human resources is insignificant, CEO support and IT infrastructure resources have a substitution relationship in predicting IT business spanning capability. Furthermore, the results can explain under which conditions IT infrastructure resources insignificantly or significantly affect IT business spanning capability in large-sized enterprises. Specially, IT infrastructure resources significantly affect IT business spanning capability only when CEO support is low. Thus, in the presence of high CEO support, IT executives in large-sized enterprises should prioritize developing highly effective IT resources, such as IT human resources.

Originality/value

This paper highlights the joint effects of two critical IT resource types (i.e. IT infrastructure and IT human resources) and CEO support in the IT assimilation process among the large-sized enterprises, ultimately contributing to information systems theories and practices.

Details

Industrial Management & Data Systems, vol. 119 no. 6
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 17 January 2023

Qian Chen, Yaobin Lu, Yeming Gong and Jie Xiong

This study investigates whether and how the service quality of artificial intelligence (AI) chatbots affects customer loyalty to an organization.

Abstract

Purpose

This study investigates whether and how the service quality of artificial intelligence (AI) chatbots affects customer loyalty to an organization.

Design/methodology/approach

Based on the sequential chain model of service quality loyalty, this study first classifies AI chatbot service quality into nine attributes and then develops a research model to explore the internal mechanism of how AI chatbot service quality affects customer loyalty. The analysis of survey data from 459 respondents provided insights into the interrelationships among AI chatbot service quality attributes, perceived value, cognitive and affective trust, satisfaction and customer loyalty.

Findings

The results show that AI chatbot service quality positively affects customer loyalty through perceived value, cognitive trust, affective trust and satisfaction.

Originality/value

This study captures the attributes of the service quality of AI chatbots and reveals the significant influence of service quality on customer loyalty. This study develops research on service quality in the information system (IS) field and extends the sequential chain model of quality loyalty to the context of AI services. The findings not only help an organization find a way to improve customers' perceived value, trust, satisfaction and loyalty but also provide guidance in the development, adoption, and post-adoption stages of AI chatbots.

Details

Internet Research, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 24 October 2022

Hongyi Mao, Yeming Gong and Ryad Titah

The system of information technology (IT)-oriented resources and processes that organizations need to develop to achieve operational agility remains unclear. The study…

Abstract

Purpose

The system of information technology (IT)-oriented resources and processes that organizations need to develop to achieve operational agility remains unclear. The study research seeks to extend existing competency literature by incorporating the unique contextual nuances of the relationship between IT capabilities and operational agility.

Design/methodology/approach

Using a multi-method approach, this paper presents a theoretical framework of IT-enabled operations strategy that conceptualizes the role of IT capability in leveraging resources and processes for operational agility. Drawing on operations and information systems research, the authors advance that IT enables operational agility through two dimensions. From the perspective of a resource-based operations strategy, the authors explore the role of IT in resource-leveraging activities by investigating the nonlinear relationship between IT infrastructure and IT reconfiguration. From the perspective of a process-oriented operations strategy, the authors explore the role of IT in process-enhancing activities by investigating the nonlinear relationship between IT coordination and IT integration.

Findings

The study results, based on a sample of 113 organizations in Europe, Asia and North America, show that the interaction between IT infrastructure and IT reconfiguration positively influences operational agility, hence showing complementarity between the two constructs, while the interaction between IT coordination and IT integration negatively affects operational agility, hence indicating substitutability between the two constructs. A series of 62 interviews and a case study of Carrefour were further conducted to validate the field survey's results and to provide a finer grained explanation of the research model and quantitative findings.

Originality/value

The study findings offer an alternative explanation of the inconsistent relationship between IT capability and operational agility.

Details

Journal of Enterprise Information Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1741-0398

Keywords

Article
Publication date: 4 February 2021

Shan Liu, Jing Tan, Hongyi Mao and Yeming Gong

With increasing globalization, supply chain management in various national cultures requires understanding. This study aims to examine the moderating effects of…

1309

Abstract

Purpose

With increasing globalization, supply chain management in various national cultures requires understanding. This study aims to examine the moderating effects of individualistic and uncertainty avoidance cultures on the relationship between supply chain integration (SCI) and different dimensions of firm performance (i.e. flexibility and financial).

Design/methodology/approach

This study collected 124 pairwise survey data from supply chain and senior managers of retail firms in 35 countries. Hofstede’s national culture index was used to examine the moderating effects. Structural equation modeling and regression analysis were used to test the model.

Findings

Results corroborate that in a higher uncertainty avoidance culture, the positive influence of SCI on flexibility performance is stronger, but that on financial performance is weaker. By contrast, individualism reduces the positive influence of SCI on financial performance, but does not moderate that on flexibility performance.

Originality/value

This paper proposes a contingent model for SCI-performance relationships by integrating the relational view and the national cultural perspective. Critical national cultural dimensions moderate the effects of SCI on flexibility and financial performance. Therefore, operational managers should design differential SCI strategies in various cultural settings.

Details

Supply Chain Management: An International Journal, vol. 26 no. 5
Type: Research Article
ISSN: 1359-8546

Keywords

Article
Publication date: 27 April 2020

Hongyi Mao, Shan Liu, Jinlong Zhang, Yajun Zhang and Yeming Gong

Scholars have examined the possible relationship between information technology (IT) and organizational agility. Although the general-level effect of IT is undisputed…

1773

Abstract

Purpose

Scholars have examined the possible relationship between information technology (IT) and organizational agility. Although the general-level effect of IT is undisputed, empirical research on how different types of IT contribute to various aspects of organizational agility remains scarce. Therefore, this study aims to propose an integrated framework of internal capability and external environment to address this research gap.

Design/methodology/approach

This study investigates the potential mediating effects of absorptive capacity and the moderating effects of information intensity in the IT‒agility relationship. With a dataset comprising 165 organizations in China, this work provides empirical evidence that the effects of absorptive capacity and information intensity are multifaceted and nuanced, thereby revealing the latent mechanisms of IT competency and organizational agility.

Findings

Absorptive capacity partially mediates the effects of IT knowledge and IT operations on market capitalizing agility and fully mediates their effects on operational adjustment agility. However, no direct or indirect effects of IT objects are found on both types of organizational agility. Information intensity also positively moderates the effects of IT operations and IT objects on absorptive capacity. However, no significant moderation is found with regard to IT operations.

Originality/value

This study provides novel insights by demonstrating clearly the different mediating roles of absorptive capacity in the relationship among various types of IT competency and diverse aspects of organizational agility. This work also underscores the moderating role of information intensity in shaping absorptive capacity through IT competency.

Details

Information Technology & People, vol. 34 no. 1
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 30 October 2019

Qian Chen, Yaobin Lu and Yeming Gong

Many service organizations use brand apps as an important mobile-end service channel and expect to increase brand app use through customer recommendations. The purpose of…

Abstract

Purpose

Many service organizations use brand apps as an important mobile-end service channel and expect to increase brand app use through customer recommendations. The purpose of this paper is to explore the internal mechanism of brand app recommendation from the cross-channel perspective.

Design/methodology/approach

Based on value–satisfaction–loyalty (VSL) framework, this study examines how brand app’s unique cross-channel features influence customer recommendations, and the effect of involvement in the framework. The authors conduct a research survey in airline industry and questionnaires are developed and distributed to respondents who have experiences with air travel and have used the corresponding airlines’ brand apps. Finally, the authors collect 399 valid questionnaires to test the research model.

Findings

The results show that brand app usability mediates the relationship between offline service satisfaction and brand app satisfaction, which finally leads to brand app recommendation. Brand app usability and satisfaction significantly affect involvement, which also lead to brand app recommendation.

Originality/value

This study distinguishes the features of brand apps from those of ordinary apps and fills the research gap in the internal mechanism of app recommendation from the integrated cross-channel perspective. Besides, this study extends the VSL value in the context of brand app use. Based on the results, this study also provides the practical suggestions of enhancing offline service quality and brand app usability to increase brand app recommendation.

Details

Information Technology & People, vol. 33 no. 4
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 9 April 2020

Peiran Gao, Jinlong Zhang, Yeming Gong and Haitao Li

The purpose of this research is to investigate how critical managerial IT capabilities, such as IT business spanning capability, interact with two pivotal types of…

1197

Abstract

Purpose

The purpose of this research is to investigate how critical managerial IT capabilities, such as IT business spanning capability, interact with two pivotal types of technical IT capabilities (i.e. IT flexibility and IT integration) to affect organizational agility. Especially, the authors mainly examine a positive synergy or complementary relationship between IT business spanning capability and IT flexibility and a negative synergy or substitution relationship between IT business spanning capability and IT integration.

Design/methodology/approach

The authors develop a research model that integrates IT flexibility, IT integration, IT business spanning capability and organizational agility. Based on a matched-pair, cross-sectional field survey of IT and business managers, they use partial least squares (PLS) to analyze this research model.

Findings

IT flexibility and IT integration have been empirically proven to be positively associated with organizational agility. Furthermore, the research results indicate a positive synergy or complementary relationship between IT business spanning capability and IT flexibility, whereas they indicate a negative synergy or substitution relationship between IT business spanning capability and IT integration with regard to organizational agility. This finding demonstrates that IT business spanning capability can differentially influence organizational agility depending on its interaction with specific technical IT capability types. In addition, the effects of IT flexibility on organizational agility are high, whereas the effectiveness of IT integration decreases in the presence of high IT business spanning capability. Each type of technical IT capability displays different effectiveness under high IT business spanning capability. Thus, appropriate technical IT capability types should be carefully deployed, and highly effective technical IT capability types, such as IT flexibility, should be prioritized under high levels of IT business spanning capability.

Originality/value

This research highlights the joint effects of IT business spanning capability and two pivotal types of technical IT capabilities (i.e. IT flexibility and IT integration) on organizational agility, ultimately contributing to OM theories and practices.

Details

Industrial Management & Data Systems, vol. 120 no. 5
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 24 October 2022

Lixu Li, Yeming Gong, Zhiqiang Wang and Shan Liu

Although big data may enhance the visibility, transparency, and responsiveness of supply chains, whether it is effective for improving supply chain performance in a…

Abstract

Purpose

Although big data may enhance the visibility, transparency, and responsiveness of supply chains, whether it is effective for improving supply chain performance in a turbulent environment, especially in mitigating the impact of COVID-19, is unclear. The research question the authors addressed is: How do logistics firms improve the supply chain performance in COVID-19 through big data and supply chain integration (SCI)?

Design/methodology/approach

The authors used a mixed-method approach with four rounds of data collection. A three-round survey of 323 logistics firms in 26 countries in Europe, America, and Asia was first conducted. The authors then conducted in-depth interviews with 55 logistics firms.

Findings

In the first quantitative study, the authors find mediational mechanisms through which big data analytics technology capability (BDATC) and SCI influence supply chain performance. In particular, BDATC and SCI are two second-order capabilities that help firms develop three first-order capabilities (i.e. proactive capabilities, reactive capabilities, and resource reconfiguration) and eventually lead to innovation capability and disaster immunity that allow firms to survive in COVID-19 and improve supply chain performance. The results of the follow-up qualitative analysis not only confirm the inferences from the quantitative analysis but also provide complementary insights into organizational culture and the institutional environment.

Originality/value

The authors contribute to supply chain risk management by developing a three-level hierarchy of capabilities framework and finding a mechanism with the links between big data and big disaster. The authors also provide managerial implications for logistics firms to address the new management challenges posed by COVID-19.

Details

International Journal of Operations & Production Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0144-3577

Keywords

Article
Publication date: 21 August 2017

Xing Zhang, Shan Liu, Xing Chen and Yeming (Yale) Gong

Although health question-and-answer (Q&A) communities have become popular in recent years, only a few communities have successfully retained and motivated their members to…

2324

Abstract

Purpose

Although health question-and-answer (Q&A) communities have become popular in recent years, only a few communities have successfully retained and motivated their members to share knowledge. The purpose of this paper is to focus on the ways by which social capital and motivation influence knowledge sharing intention from the perspectives of health professionals and normal users in health Q&A communities.

Design/methodology/approach

The developed theoretical model integrates individual motivation and social capital theories. On the basis of a sample comprising 363 members from health Q&A communities in China, the authors tested the hypotheses by using structural equation modeling.

Findings

This study empirically finds that social capital positively affects intrinsic and extrinsic motivations, which then positively influence the intention of health professionals and normal users to share knowledge. Motivations of members fully mediate the effects of social capital on knowledge sharing intention. Specifically, intrinsic motivation influences knowledge sharing intention more for health professionals than for normal users, whereas extrinsic motivation influences knowledge sharing intention more for normal users than for health professionals.

Originality/value

This study explores the factors that affect the intentions of sharing knowledge in health Q&A communities by integrating social capital and motivation theories. Individual motivations can then bridge social capital and knowledge sharing intention. The effects of the intrinsic and extrinsic motivations of two user types were further examined and compared. These findings can extend the understanding of the underlying drivers of intention to share knowledge in the context of e-health.

Details

Management Decision, vol. 55 no. 7
Type: Research Article
ISSN: 0025-1747

Keywords

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