The Effect of Customers’ Emotion on Service Recovery Strategy in IT Service Failures

IT service support staff that deals with customer service inquiries online plays a key role in ensuring customer satisfaction and shaping customer experience. In reaction to service failures customers may exhibit some emotions that may influence service support staff’s response. Without a face-to-face interaction with customers, service support cannot detect the emotional signals sent out from customers. Instead service providers must rely on the content of email or online form received to detect any emotional cues. Using data from an issues tracking system, we will empirically test (i) the effect of customer’s emotion encoded in text content on service support staff’s response and (ii) the effect of service recovery strategy on customer’s sentiment on service quality when the service is recovered. Thus, the study will enrich our knowledge in the relationship between customer emotion and service recovery strategy in the context of IT service support

THE ROLE OF IT-DRIVEN ENTREPRENEURIAL PROCESSES IN BUSINESS MODEL DEVELOPMENT

Ph.DDOCTOR OF PHILOSOPH

The roles of opportunity processes in a social business model: insights from China’s e-commerce villages

A social enterprise connects a social purpose with economic rationality and market-based approaches to solve recognized social needs. However, opportunities often far outstrip the resources available to address these needs, making the design of a social business model challenging. It has been suggested that opportunity processes in a social enterprise enable economic, social, and environmental resources to reinforce one another in novel ways. Based on an in-depth case study of a large social enterprise in China, we find that opportunity processes are important components of a social business model. New opportunities are created deliberately while building a social business model, leading to the large-scale mobilization of participation in e-commerce activities. We differentiate endogenous and exogenous opportunities to clarify the roles of various opportunity processes. This study potentially enriches our knowledge of the relationships between opportunity processes and the construction of a successful social business model in the context of e-commerce

Information System Strategy for Opportunity Discovery and Exploitation: Insights from Business Model Transformation

For a large enterprise to design a new business model, business managers are unlikely to determine the precise set of choices required to create and capture value. Instead, they are more likely to organize processes to determine the set of choices. Traditionally, an information system (IS) is viewed as the facilitator for opportunity exploitation when a new business model is assumed to be fully formulated; however, when the business model is not fully formulated, the role of the IS as the facilitator for opportunity discovery has been greatly overlooked. Using an in-depth case study of a large enterprise that is designing its next business model, we find that an IS can be used to facilitate opportunity discovery in formulating the narrative and numeric logics of a new business model and can facilitate opportunity exploitation in reconfiguring IS resources