[AISWorld] Contents of JAIS, Volume 12, Issue 11 (November) 2011

[Gregor, Shirley]

Contents of Volume 12, Issue 11 (November) Journal of the Association for Information Systems (JAIS) 
Official Publication of the Association for Information Systems

Published: Monthly Electronically
ISSN: 1536-9323
Published by the Association for Information Systems, Atlanta, USA http://aisel.aisnet.org/jais/

Editor-in-Chief: Professor Shirley Gregor, the Australian National University, Australia

PAPER ONE
Leaving the Beaten Tracks in Creative Work – A Design Theory for Systems that Support Convergent and Divergent Thinking.
By Felix Müller-Wienbergen, Oliver Müller, Stefan Seidel, and Jörg Becker.

Abstract:
Existing knowledge is a vital prerequisite for creativity. It provides a central source of inspiration for new ideas and determines the pathways available for creative problem solving. Notwithstanding its indisputable role, knowledge may also compromise creativity. The human mind is prone to reproduce what it is used to, and the provision of explicit knowledge constitutes a potential inhibitor of imagination. Hence, IT systems supporting creative work have to support creative individuals by extending their personal knowledge while, at the same time, preventing them from merely walking down beaten tracks. In this article, grounded in theory on human cognition and literature on creativity support, we propose a design theory for IT systems that support both convergent and divergent thinking, that is, the central cognitive processes in creative work. We provide details on a prototypical implementation, discuss an illustrative case from the creative industries in order to demonstrate the design’s applicability, and outline plans for an empirical evaluation of the proposed design theory.

To obtain a copy of the entire article, click on the link below:
http://aisel.aisnet.org/jais/vol12/iss11/2 


PAPER TWO
The Effects of Service and Consumer Product Knowledge on Online Customer Loyalty.
By Jingjun (David) Xu, Izak Benbasat, and Ron Cenfetelli.

Abstract:
Customer loyalty is a key driver of financial performance for online firms. The effect of service quality on customer loyalty has been well established. Yet, there is a paucity of research that has studied the cost of obtaining service quality during the service process and the service outcome influenced by such cost. We extend previous research and propose the 3S Customer Loyalty Model by integrating sacrifice and service outcome as additional important service dimensions together with service quality when predicting online customer loyalty, and examining how their influences on loyalty vary across customers with different degrees of product knowledge. Further, we theorize that service quality and sacrifice -- as service process dimensions -- influence service outcome, and we theorize how “live help” technology improves customer perceptions of service quality and sacrifice. The empirical results indicate that 1) customer loyalty increases with higher perceived service quality, lower perceived sacrifice, and better perceived service outcome, 2) service quality and sacrifice influence service outcome, 3) customer product knowledge negatively moderates the relationship between service quality and online customer loyalty and positively moderates the relationship between sacrifice and customer loyalty, and 4) live help technology enhances service quality and reduces sacrifice. These findings support the theoretical importance of including sacrifice and service outcome (parallel with service quality) as antecedents of online customer loyalty. Our study also advances the theoretical understanding of what service process consists of and how the service process (i.e. service quality and sacrifice) influences service outcome.

To obtain a copy of the entire article, click on the link below:
http://aisel.aisnet.org/jais/vol12/iss11/1 


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