Improving group decision making: a fuzzy GSS approach

Group decision-making methods have been developed extensively, but their adaptation for use in organizations has been problematic. According to Arrow's (1963) Impossibility theorem, one conceivable reason is that a group decision outcome could never satisfy all decision makers' individual preferences. In order to accommodate individual decision maker's preferences in a group decision-making task, this correspondence presents a fuzzy multiperson multicriteria decision making (MMCDM) model and a structured group decision-making process. The fuzzy MMCDM model includes fuzzy individual preference generation and group preference aggregation. The structured decision-making process keeps the group interaction on track, so that the fuzzy MMCDM model can be effectively applied to the group decision-making task. Based on the proposed model and the decision-making process, a fuzzy group support system (GSS) has been developed and applied to a group assessment task. An empirical study was conducted and the experiment results showed that use of the fuzzy GSS enhanced individual understanding, consensus, and satisfaction of the group decision outcome     

Message and source factors, market uncertainty, and extrafunctionalinformation processing: hypotheses and empirical evidence

This article examines how the perceived quality of extrafunctional information improves the innovation management process and contributes to success with innovations. Data collected from 420 Japanese managers and 270 US managers are used to test hypotheses about the antecedents of satisfaction with extra-functional information and the impacts on new product performance. The results demonstrate that the level of marketing and R&D managers' satisfaction with extrafunctional information is an important predictor of new product success and financial performance. The results also show that marketing and R&D managers differ significantly in their preferences and criteria for evaluating extrafunctional information. The empirical evidence suggests that the factors that increase R&D's satisfaction with market information are not necessarily the same as those that increase marketing's satisfaction with R&D satisfaction. Each functional area should recognize which message factors are most related to high satisfaction with received information, and emphasize these when sending such information. The authors also discovered the moderating effects of market and technical uncertainty that should provide guidance for marketing and R&D managers on how to allocate their efforts in information transfer based on the external environment. The empirical findings also revealed some cross-cultural differences, as well as a few similarities, between US and Japanese respondents     

Enhancing customer loyalty to mobile instant messaging: Perspectives of network effect and self-determination theories

Mobile instant messaging (MIM) apps are popular information and communication technologies (ICTs). As known for ICTs, network effect variables such as perceived network size and perceived complementarity are important for determining user loyalty. However, there is insufficient research on why they are determinants, i.e., knowing the underlying mechanism. Grounded in network effect and self-determination theories, we study such underlying mechanism. Based on an analysis of responses from an online survey of 292 participants using structural equation modelling, we find that the network effect variables of perceived network size and perceived complementarity are positively related to three user-perceived values, namely user-perceived functional, self-expressive, and social values. They are, in turn, positively related to satisfaction of the needs for competence, autonomy, and relatedness, respectively, that further leads to user loyalty. This study contributes to the MIM literature by being the first to use the three user-perceived values and satisfaction of the three needs as novel process variables to construct a model for explaining the impacts of network effect variables on user loyalty to MIM apps. This study provides the insight that MIM providers can more effectively enhance user loyalty by providing the three values that users appreciate and satisfying the three needs, when increasing and advertising their network sizes and availability of complementary offerings.     

What drives purchase intention on Airbnb? Perspectives of consumer reviews,information quality,and media richness

The owners of idle assets and their potential users create economic benefits through providing or sharing idle assets or skills, and this process has been formalized and monetized at large scales by companies such as Uber, Airbnb, USpace and others. This research seeks to understand the factors affecting the purchase intention on Airbnb users in terms of five key factors: rating, rating volume, review, information quality, and media richness. ANOVA and path analysis are used to test the relationships of these factors with perceived value, satisfaction and purchase intention. Results indicate that perceived value and satisfaction are key determinants of intention to buy, while rating volume, review, information quality, and media richness are important precursors. In addition, gender and usage experiences with Airbnb are also used to classify the sample to assess the difference between each classification. The results of this study can provide a useful reference to researchers and firms and individuals working in the sharing economy.     

Microblogging,friendship maintenance,and life satisfaction among university students: The mediatory role of online self-disclosure

Despite a substantial literature suggests that computer-mediated communication impact individuals’ various psychosocial factors, relatively few studies have elucidated the underlying mechanism behind these associations. Building upon self-disclosure theory and previous studies, the principal purpose of this present research is to systematically explore the relationships among microblog utilization, online self-disclosure, friendship maintenance, and perceived life satisfaction. A web-based survey was implemented using a total of 426 university students in Northwestern China. Structural equation modeling reveals that intensity of microblog use is positively associated with these students’ friendship maintenance and life satisfaction. Additionally, online self-disclosure plays the crucial mediatory role in the relationships between microblog use, quality of relationships, and gratification with life. The results imply that as microbloggers disclosure their inner thoughts or emotional states with other users online, they could foster their friendship maintenance and obtain greater life satisfaction. However, contrary to the expectation, students’ friendship maintenance is not discovered to be a significant predictor of the sense of life satisfaction in the online environment. Overall, these obtained outcomes of the empirical work could offer new insights into the deep comprehending of the social psychological process of microblogging among younger generation in the new media context.     

Group satisfaction with group work under surveillance: The stimulus-organism-response (SOR) perspective

With this study, we explored an emerging type of surveillance, namely, peer-to-peer surveillance, in which individuals with lateral surveillance devices (e.g., smart glasses, wearable cameras) can stealthily observe others. Specifically, we investigated how, compared with centralized surveillance, peer-to-peer surveillance affects group satisfaction with group work and the processes of cognitive and affective appraisals. We developed our research model in the framework of stimulus-organism-response. In our experiment, we randomly assigned 60 three-member groups to one of three conditions (no monitoring, centralized monitoring, peer-to-peer surveillance) and conducted a group task. The results revealed that peer-to-peer surveillance influenced satisfaction with group work through mediators such as perceived surveillance (cognition) and stress (affect). By elucidating the significant roles of cognition and affect in the emerging pervasive surveillance, we contribute to understanding human responses to the risks caused by novel information and communication technologies.     

Can a GSS stimulate group polarization? an empirical study

This study investigates the impact of the electronic communication and anonymity capabilities of a group support system (GSS) on group polarization. Three support levels were studied: verbal support, identified GSS support, and anonymous GSS support. Information exposure was varied at two levels: exposure to positions without arguments and exposure to positions with arguments. The dependent variables were preference change and choice shift. Anonymous GSS groups produced higher choice shift than verbal groups. Anonymous GSS groups who were exposed to positions with arguments also had higher preference change than groups in other treatments. These results indicate that the anonymity and electronic communication capabilities of a GSS can be used conjointly to stimulate group polarization, especially when groups exchange mutual positions and arguments     

Crafting a smartphone repurchase decision making process: Do brand attachment and gender matter?

In this fast changing digital era, smartphones users tend to change their smartphones regularly. Therefore, retaining existing consumers has been a challenging task for smartphone manufacturer brands. Given the status quo in smartphone industry and deficiencies in smartphone research, this study proposes a model that integrates Expectation Confirmation Model and brand attachment to shed light on smartphone repurchase decision making process. Besides, gender differences are also accounted for in the model. This study employs a two-staged approach, namely PLS-ANN, in analysing the data collected from 510 existing smartphone owners. Partial least squares structural equation modelling was firstly engaged, and followed by artificial neural network analysis. Besides, a non-parametric partial least squares multi-group analysis has also been conducted to discover gender differences in such decision making process. The results suggest that brand attachment is the most influential and relevant driver of consumers’ intention to repurchase smartphones from current brand (measured by continuance intention). Moreover, male consumers are more sensitive to the influence of brand attachment in developing their satisfaction and continuance intention, while female consumers are relying more on perceived usefulness. Interestingly, perceived usefulness does not significantly influence male consumers in continuance intention development. Practical and theoretical implications are subsequently offered.     

I,Chatbot: Modeling the determinants of users’ satisfaction and continuance intention of AI-powered service agents

Chatbots are mainly text-based conversational agents that simulate conversations with users. This study aims to investigate drivers of users’ satisfaction and continuance intention toward chatbot-based customer service. We propose an analytical framework combining the expectation-confirmation model (ECM), information system success (ISS) model, TAM, and the need for interaction with a service employee (NFI-SE). Analysis of data collected from 370 actual chatbot users reveals that information quality (IQ) and service quality (SQ) positively influence consumers’ satisfaction, and that perceived enjoyment (PE), perceived usefulness (PU), and perceived ease of use (PEOU) are significant predictors of continuance intention (CI). The need for interaction with an employee moderates the effects of PEOU and PU on satisfaction. The findings also revealed that satisfaction with chatbot e-service is a strong determinant and predictor of users’ CI toward chatbots. Thus, chatbots should enhance their information and service quality to increase users’ satisfaction. The findings imply that digital technologies services, such as chatbots, could be combined with human service employees to satisfy digital users.     

Evaluating portal performance: A study of the National Higher Education Fund Corporation (PTPTN) portal

This study examines the National Higher Education Fund Corporation (PTPTN) portal performance. Performance is viewed in terms of user satisfaction (i.e. students perspectives). It incorporates three constructs (system, information and service quality) introduced by DeLone and McLean as well as perceived usefulness first introduced in the technology acceptance model. Empirical data was collected using a survey questionnaire administered to students in two universities in Malaysia. The study illustrated that generally the students are satisfied with the portal’s performance. It was found that perceived usefulness is the most significant factor that influences their level of satisfaction. The study would enable PTPTN to enhance the portal performance.