Australian Computer Society: ACS Digital Library
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The Coevolution of Routines and IT Systems in IT-enabled Organizational Transformation as an Instance of Digital Transformation: A Social Constructivist Perspective
Full text linkThis paper proposes a conceptual framework to study the phenomenon of IT-enabled Organizational Transformation (IT-enabled OT) as a coevolution process of organizational routines and a new IT system. The framework’s objective is to understand IT-enabled OT in a holistic and integrated manner by investigating how actors perceive, interpret, appropriate, and enact, the new IT system in their work routines as well as how they align the new system and these routines with the social order and structures of the organization. It allows the examination of the reciprocal interactions between different aspects of organizational routines and a new IT system to enhance the understanding of how change unfolds in an organization during the implementation, the adoption, use, and adaptation of a new IT system. We illustrate the scope, the analytic and conceptual strength of the framework with a number of examples from the literature and, lastly, discuss its ontological positioning. The paper concludes with a call for further research to empirically validate and refine the proposed framework
Four Flavours of Customers: A dual-system perspective on self-service technology use
Full text linkSelf-service technologies (SSTs) increasingly permeate retail spaces. To make their SST investments worthwhile, retailers need to turn enough customers into SST users. Previous research has uncovered the significance of habitual behaviour stemming from prior experience and situational factors from the environment on SST use. However, consumers are likely to vary regarding the extent they are driven by either habit or situational factors, suggesting that different types of consumers might exist in this regard. In this paper, we probe these consumer types in a real-life choice situation by studying the choice of selecting a checkout option (either staffed or self-checkout). We conduct a field study employing mixed qualitative methods by observing and interviewing customers checking out from retail stores. We discover four distinct customer types regarding the extent of reflexive (automatic) and reflective (deliberate) processing they use in their checkout selection: habitual traditional checkout users, habitual SCO users, situational users, and drifting users. We discuss the implications of our findings by linking the cognitive processing styles to the different stages of technology acceptance. Our main contribution lies in the development of a typology of consumers based on their selection between SST and human-delivered service
Research on Engaging Stakeholders Online: The Bright and Dark Sides
No full textThis special section explores various theoretical models that can be used to identify the factors driving the engagement in this dynamic and volatile ecosystem whereby the stakeholders engage with each other for the co-creation of value. Thus, along with the bright side, this section gives a special emphasis on the dark sides of engaging stakeholders online, a lesser researched area
An Exploratory Study of the Effects of Knowledge Sharing Methods on Cyber Security Practice
Full text linkIn a networked global economy, cyber security threats have accelerated at an enormous rate. The security infrastructure at organisational and national levels are often ineffective against these threats. As a result, academics have focused their research on information security risks and technical perspectives to enhance human-related security measures. To further extend this trend of research, this study examines the effects of three knowledge sharing methods on user security practices: security training, social media communication, and local security experts (non-IT staff). The study adopts a phenomenological method employing in-depth focus group interviews with 30 participants from eight organisations located in Ho Chi Minh city, Vietnam. The study expands on understanding factors contributing to self-efficacy and security practice through various knowledge sharing channels. Current methods of periodical training and broadcast emails were found to be less effective in encouraging participants to develop security self-efficacy and were often ignored. Security knowledge sharing through social media and local experts were identified as supplementary methods in maintaining employees’ security awareness. In particular, social media is suggested as a preferred channel for disseminating urgent security alerts and seeking peer advice. Local security experts are praised for providing timely and contextualised security advice where member trust is needed. This study suggests that provisions of contemporary channels for security information and knowledge sharing between organisations and employees can gain regular attention from employees, hence leading to more effective security practices
"Humanized Robots": A Proposition of Categories to Understand Virtual Influencers
Full text linkWorldwide investments in influencer marketing are growing and could reach US$ 101 billion in 2020. But how can the brands shield themselves from scandals and other limitations of human influencers? The solution for many companies has involved robots. Virtual influencers (VI) are virtual robots that can emulate human appearance and behaviour and have become a trend in marketing. This study analyses how non-human influencers affect marketing communication by adopting two methods that are unpublished in the investigation of this phenomenon: a systematic literature review and netnography in conjunction with in-depth interviews with specialists resulting in the study identifying five categories (two of which are unpublished and unexplored in the literature) that can facilitate management decisions and also future studies around VIs: anthropomorphism/humanization, attractiveness, authenticity, scalability, and controllability. This study also identified more convergences than divergences between the virtual and the real and between humans and non-humans, generating challenges, opportunities, and guidelines for future research and for assisting management in making decisions concerning digital marketing
Trust Types and Mediating Effect of Consumer Trust in m-payment Adoption: An empirical Examination of Vietnamese Consumers
Full text linkThis study employs a quantitative method to investigate different types of trust in m-payment adoption. It aims to overcome the limitation of previous studies which lack differentiating trust types and investigating any mediating effect to m-payment adoption. Data of the study was collected in Vietnam, one of fastest growing m-payment usage markets globally in 2019. The research found significant and positive impacts of m-payment provider trust, institution-based trust, and seller trust on the overall consumer trust, which then fully mediates the relationships of three trust types and m-payment adoption. The study also revealed that technology trust is embedded in m-payment provider trust, suggesting that the m-payment provider is considered fully responsible for ensuring technology protection from the perspective of the m-payment consumers. The results enable researchers to better understand trust characteristics in m-payment adoption as well as technology adoption in general. In addition, the findings are beneficial to practitioners such as policy makers, consultants, and m-payment service providers to improve different elements of consumer trust, leading to higher m-payment adoption
Modelling Customer Engagement Behaviour in Smart Retailing: Modelling Customer Engagement Behaviour
No full textSmart retail technologies are transforming the way companies engage with customers in retailing context. However, the real onset is unknown of which smart retail technology (SRT) characteristics and customer responses pave the way for customer engagement behaviour. This research investigates customer engagement behaviour in smart retailing by integrating meta-UTAUT and SRT characteristics. By analysing quantitative survey data using PLS path modelling, customer engagement manifestations are measured. Results show complex relationships between SRT characteristics (novelty, effectiveness, and interaction quality) and meta-UTAUT variables (performance expectancy, effort expectancy, social influence, and facilitating conditions) in influencing customers’ attitude, behavioural intention, and engagement behaviour towards smart retailing. Retailers can use the findings to influence customers’ attitudes towards smart retail technologies, encouraging them to display customer engagement behaviour
Privacy by design: a Holochain exploration
Full text linkPrivacy is important because it supports freedom, dignity, autonomy, justice, and democracy, and therefore it is important that privacy is studied in ontologically robust ways. A form of privacy is implemented in the right to be forgotten, which is a human right established by the European Court of Justice. Blockchain and Holochain are examples of recently emerged technologies that were shaped by, and are now shaping of, social contexts in which economic transactions may occur. The right to be forgotten represents a compliance challenge for public and private implementations of blockchain technology. This paper describes a few of these challenges
Towards an Ontology and Ethics of Virtual Influencers
Full text linkIn 2018, TIME magazine named Miquela Souza one of the 25 most influential people on the internet, despite the fact she is not a person at all. Miquela is the first digitally created virtual influencer. This paper provides an initial analysis of some of the ontological and ethical issues associated with the rise of virtual influencers on social media platforms like Instagram. Through a focus on Miquela, it is argued that while these fabricated identities may cause uneasiness at first, there is nothing morally significant that distinguishes them from natural, ‘real life’ influencers. But, far from ‘business as usual’, the inability to separate ‘virtual’ and ‘real life’ influencers raises important questions about the ethical construction of identity, and how this may affect the ongoing preservation of social values like trust in online spaces. The paper draws on literature in personal identity and agency theory to establish the ontological claim that there is no meaningful difference between Miquela and other ‘real life’ influencers, which leads to the discussion about ethical issues including moral responsibility and motivation, and transparency. As of May 2020, this appears to be the first peer-reviewed article theorising about virtual influencers. There are significant opportunities for further research, both in terms of how we should conceptualise these identities, as well as more empirically based social research into how to preserve social values like trust in online spaces
Letting the public in: Dialectic tensions when governments use ICT to engage citizens
No full textAmong the raft of information systems (IS) applications developed for use by local governments are those that attempt to introduce more open community engagement (CE) and facilitate e-democracy. In this paper, we report on a longitudinal study that reveals how the open nature of e-democracy challenges the practices of government bureaucracies. In 2012, we partnered with the Community Engagement Team of a Local Government Council in Australia, to study their planning for, and use of, IS for CE. Our study involved an action research intervention to gain a rich understanding of the contradictory demands of the bureaucratic imperative of the Council and the informal activities of the community. This was the first step of a longitudinal qualitative study of the Council’s e- democracy efforts over the ensuing seven years. Our analysis has been conducted through a dialectic lens, informed by the Cynefin sense-making framework. Our theoretical contribution is an e-Democracy Framework that incorporates the dialectic between the ordered environment of government and the community view that is ill-defined and unordered. As a practical contribution, government organisations can use the Framework to assess the current status of their CE and design a CE strategy to make interactions with civil society more meaningful