Effective use of systems beyond the firm's control: The case of online review systems

Document Type

Conference Proceeding

Publication Date

1-1-2018

Abstract

The world is changing, and companies are becoming more exposed to systems beyond their control (e.g., online review systems, social media, shopping comparisons websites). Despite their importance and increasing prevalence these types of systems are surprisingly understudied in Information Systems. We focus our attention on the effective use of these systems. In this research in progress paper we offer two contributions. First, we respond to the call for “developing suitable measurement instruments” to test the links in the effective use model (Burton-Jones and Grange 2013). We advance a non-perceptual measure of informed action that future research can employ to test the impact of effective use on performance. Second, we design a study that, using the newly developed measure, will provide an extension of the theory of effective use to systems that are understudied in the IS literature. Moreover, from a practical standpoint this is the first study that aims to analyze the impact of managerial response on performance and perceived usefulness of the information at a review-response pair level.

Publication Source (Journal or Book title)

International Conference on Information Systems 2018 Icis 2018

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