Financial Returns to Firms鈥� Communication Actions on Firm-Initiated Social Media: Evidence from Facebook Business Pages
Authors: S. Chung, Animesh Animesh, Kunsoo Han and Alain Pinsonneault
Publication: Information Systems Research, Volume 31, Issue 1, March 2020, Pages 258-285.
Abstract:
The primary goal of this study is to investigate the financial returns to firms鈥� communication actions on a firm-initiated social media platform by focusing on Facebook Business pages. To this end, we conceptualize and quantify two types of firms鈥� communication actions on social media: posts and responses to customer messages. Furthermore, we classify a firm鈥檚 responses to customer messages based on the valence of customer messages鈥攑ositive versus negative鈥攁nd examine the effects of volume as well as timeliness of the two types of a firm鈥檚 responses to customer messages on firm performance. Using a sample of 63 South Korean firms across industries over a three-year period (5,566 firm-week observations), we find that the volume and timeliness of a firm鈥檚 responses to negative customer messages, which are associated with an increase in customer satisfaction, have a significant positive impact on the firm鈥檚 market performance measured by abnormal returns and Tobin鈥檚 q. Interestingly, the results suggest that a firm鈥檚 posts and its responses to positive customer messages are not significantly associated with firm performance. Furthermore, we find that a firm鈥檚 posts and its responses to negative customer messages exhibit complementarities in contributing to firm performance. Our results are robust to various alternative specifications, econometric concerns, and Facebook鈥檚 policy changes, such as EdgeRank and Promoted Post. Our findings underscore the business value of firms鈥� actions on social media and provide unique and important implications for theory and practice regarding the appropriate ways to use social media for building and managing customer relationships.
Software Patents and Firm Value: A Real Options Perspective on the Role of Innovation Orientation and Environmental Uncertainty
Authors: S. Chung, Animesh Animesh, Kunsoo Han and Alain Pinsonneault
Publication: Information Systems Research, Volume 30, Issue 3, September 2019, Pages 1073-1097.
Abstract:
Although software patents have been growing steadily since 1996, when the restrictions on the patentability of software were eliminated, their value and impacts on the firm鈥檚 profits remain unclear and ambiguous. Drawing on the real options theory and the literature on exploration and exploitation, we develop a novel theoretical framework to assess the value of software patents. Moreover, we examine the impact of contextual factors related to the nature of innovation underlying firms鈥� patent portfolios (exploitative versus explorative) and the environmental uncertainty (competitiveness and dynamism) on the value of software patents. Specifically, we examine the interaction effect of a firm鈥檚 software patent stock and its innovation orientation on firm value in markets exhibiting different levels of environmental uncertainty. Based on a large-panel data set consisting of 602 U.S. firms, our results indicate that a software patent portfolio having higher levels of explorative orientation is associated with a higher firm value (as measured by Tobin鈥檚 q) in environments exhibiting low dynamism and high competitiveness. By contrast, a software patent portfolio with higher levels of exploitative orientation is associated with a higher firm value in environments with high dynamism and low competitiveness. We discuss the implications for research and practice.
$1-million gift accelerates student mental health effort at Desautels
A generous donation from Gis猫le and Neil Murdoch (BCom鈥�81) has accelerated student mental health efforts at Desautels, creating a new Local Wellness Advisor position in the Faculty.
Professor Khern-am-nuai awarded funding to help retailers predict surge demands
海角精品黑料 has awarded Professor Warut Khern-am-nuai with MI4 Emergency COVID-19 Research Funding to examine social media data to help retailers identify panic buying behavior during the pandemic.
Delve: Searching for the Pandemic鈥檚 Silver Lining? Look Online.
The COVID-19 pandemic and the requirements of physical distancing have created a sense of crisis that transcends most boundaries. While the imposed trauma is immense, the sharing of personal pandemic experiences online has been encouraging.
Professor Emmanuelle Vaast named Associate Dean of Research
As Professor Vihang Errunza steps down from his role as Associate Dean of Research at the Desautels Faculty of Management, Professor Emmanuelle Vaast is gearing up to take the reins.
The Role of Decision Support Systems in Attenuating Racial Biases in Healthcare Delivery
Authors: Kartik K. Ganju, Hilal Atasoy, Brad Greenwood and Jeff McCullough
Publication: Management Science, Volume 66, Issue 11, November 2020, Pages 5171-5181.
Abstract:
Although significant research has examined how technology can intensify racial and other outgroup biases, limited work has investigated the role information systems can play in abating them. Racial biases are particularly worrisome in healthcare, where underrepresented minorities suffer disparities in access to care, quality of care, and clinical outcomes. In this paper, we examine the role clinical decision support systems (CDSS) play in attenuating systematic biases among black patients, relative to white patients, in rates of amputation and revascularization stemming from diabetes mellitus. Using a panel of inpatient data and a difference-in-difference approach, results suggest that CDSS adoption significantly shrinks disparities in amputation rates across white and black patients鈥攚ith no evidence that this change is simply delaying eventual amputations. Results suggest that this effect is driven by changes in treatment care protocols that match patients to appropriate specialists, rather than altering within physician decision making. These findings highlight the role information systems and digitized patient care can play in promoting unbiased decision making by structuring and standardizing care procedures.
Delve: Romancing the User: Three Business Lessons from Digital Daters
New research from Prof Jui Ramaprasad explores how gender, comfort, and impulsivity are key for that perfect chemistry.
First-ever Henry Mintzberg PhD Teaching and Mentorship Award goes to Professor Alain Pinsonneault
Professor Alain Pinsonneault recently received the inaugural Henry Mintzberg PhD Teaching and Mentorship Award in recognition of his high-quality teaching and commitment to student progress. He was nominated for the honour by PhD students and alumni.
2019 SSHRC Grants awarded
Congratulations to the Desautels professors who received 2019 SSHRC Grants.
SSHRC Insight Development Grants
Professor Warut Khern-am-nuai awarded 2019 SSHRC Insight Development Grant
Warut Khern-am-nuai, Assistant Professor in Information Systems, awarded 2019 SSHRC Insight Development Grant
Professor Kartik Ganju awarded 2019 SSHRC Insight Development Grant
Kartik Ganju, Assistant Professor in Information Systems,聽awarded 2019 SSHRC Insight Development Grant
Delve: Finding the Silver Lining of Workplace Interruptions
Can e-mail interruptions actually boost your productivity at work? New research from Prof Alain Pinsonneault says yes; the key is to be mindful and determine task relevance.
This article is brought to you by Delve, the official thought leadership publication of 海角精品黑料's Desautels Faculty of Management.
Delve: What the Future of Work Holds in the Age of the Learning Algorithm
What will your workplace be like in the age of the learning algorithm? New research from Professor Samer Faraj explains why the current technological revolution is unlike any other we鈥檝e seen and how we can adapt.
This article is brought to you by Delve, the official thought leadership publication of 海角精品黑料's Desautels Faculty of Management.
Sharing is caring: Social support provision and companionship activities in healthcare virtual support communities
Authors: K.-Y. Huang, I. Chengalur-Smith, and Alain Pinsonneault
Publication: MIS Quarterly: Management Information Systems, Volume 43, Issue 2, June 2019, Pages 395-423
Abstract:
Individuals increasingly rely on healthcare virtual support communities (HVSCs) for social support and companionship. While research provides interesting insights into the drivers of informational support in knowledge-sharing virtual communities, there is limited research on the antecedents of emotional support provision and companionship activities in HVSCs. The unique characteristics of HVSCs also justify the need to reexamine members鈥� voluntary provisions of help in such communities. This paper develops a model that examines the relationships between the structural, relational, and cognitive dimensions of social capital and the provision of informational and emotional support, and engagement in companionship activities in HVSCs. The model is tested based on data generated through an automated method that classifies and analyzes user-generated text in three healthcare virtual support communities (breast, prostate, and colorectal cancer). The results show that all three dimensions of social capital impact the provision of emotional support; both structural and relational capital facilitate engagement in companionship activities; and only cognitive capital enables the provision of informational support. Research and practical implications on the need to facilitate informational and emotional support provision and companionship activities in healthcare virtual support communities are discussed.
