How Control Initiatives Affect Quality of G2B E-government Services: A Multi-method Study

Service quality becomes the key bottleneck of the adoption of G2B e-government services. In this context, control is an important tool for e-government service providers to direct and coordinate the service process. Based on the control theory, we develop a conceptual model to understand how different control initiatives influence the service quality of G2B e-government services. A multi-method analysis combining qualitative and quantitative analysis was used to conduct the study. Through a case study of a typical G2B service provider, we identified important components of input control and process control and established the conceptual model. Then we tested the proposed model on the survey data from G2B service employees using structural equation modeling. The results suggests that customer-oriented training, service skill training and work motivation as input control initiatives significantly impact the service quality. Besides, coproduction with customers and internal supervision as process control initiatives also have a positive effect on service quality. Improved service quality ultimately predicts the performance of G2B service employees

Link Prediction Based on Common-Neighbors for Dynamic Social Network

AbstractLink prediction is an important issue in social networks. Most of the existing methods aim to predict interactions between individuals for static networks, ignoring the dynamic feature of social networks. This paper proposes a link prediction method which considers the dynamic topology of social networks. Given a snapshot of a social network at time t (or network evolution between t1 and t2), we seek to accurately predict the edges that will be added during the interval from time t (or t2) to a given future time t′. Our approach utilizes three metrics, the time-varied weight, the change degree of common neighbor and the intimacy between common neighbors. Moreover, we redefine the common neighbors by finding them within two hops. Experiments on DBLP show that our method can reach better results

The Impact Mechanism of Charismatic Leadership on Individual\u27s Tacit Knowledge Sharing

Drawing upon charismatic leadership and intrinsic motivation theory, we developed a theoretical model to examine the impact mechanism of charismatic leadership on employees’ tacit knowledge sharing intention in a temporary Enterprise Systems learning team. We conducted a survey-based field study to examine the theoretical model and hypotheses. A total of 153 questionnaires were distributed to ERP users of more than 20 subsidiaries of Beidahuang Group in China and 117 valid questionnaires were returned. Results from structural equation modelling analysis suggest that leader charisma has strong influence on psychological safety climate, which in turn has positive impact on individual’s intrinsic motivation and their tacit knowledge sharing intention. Our results unpack the impact mechanism of leader charisma on individual’s knowledge sharing behaviors, and provide guidelines for the team leader to exhibit appropriate leadership traits in order to promote a psychological safety climate and facilitate an effective knowledge sharing of Enterprise Systems

Understanding the Emotional and Informational Influence on Customer Knowledge Contribution through Quantitative Content Analysis

Customer knowledge contribution is a vital source of business value. Existing studies paid limited attention to emotional influence on knowledge contribution. Drawing upon social support theory, this study attempts to elaborate the influence of emotional support and informational support on knowledge contribution of customers in a firm-hosted online community. Through quantitative content analysis including product feature extraction and sentiment analysis, we analyzed content data from 2318 users. A set of research hypotheses were tested via regression analysis of panel data. We found that informational support (information diagnosticity and source credibility) and emotional support (emotional consistency and emotional difference) significantly affect customer knowledge contribution. This study contributes to knowledge contribution literature by showing the emotional and informational influence, and provides insights for community managers