http://dl.gi.de/handle/20.500.12116/39733 2026-07-21T13:56:21Z 2026-07-21T13:56:21Z Wrabel, Andrea Kupfer, Alexander Zimmermann, Steffen http://dl.gi.de/handle/20.500.12116/39777 2022-11-24T08:13:50Z 2022-01-01T00:00:00Z

Being Informed or Getting the Product? Wrabel, Andrea; Kupfer, Alexander; Zimmermann, Steffen Scarcity cues, which are increasingly implemented on e-commerce platforms, are known to impair cognitive processes and influence consumers’ decision-making by increasing perceived product value and purchase intention. Another feature present on e-commerce platforms are online consumer reviews (OCRs) which have become one of the most important information sources on e-commerce platforms in the last two decades. Nevertheless, little is known about how the presence of scarcity cues affects consumers’ processing of textual review information. Consequently, it is unclear whether OCRs can counteract the effects of scarcity or whether OCRs are neglected due to scarcity cues. To address this gap, this study examines the effects of limited-quantity scarcity cues on online purchase decisions when participants have the possibility to evaluate textual review information. The results of the experimental study indicate that scarcity lowers participants’ processing of textual review information. This in turn increases perceived product value and has considerable negative consequences for the final purchase decision if the scarcity cue is displayed next to a low-quality product. The study’s findings provide relevant insights and implications for e-commerce platforms and policymakers alike. In particular, it highlights that e-commerce platforms can easily (ab)use scarcity cues to reduce consumers’ processing of textual review information in order to increase the demand for low-quality products. Consequently, policymakers should be aware of this mechanism and consider potential countermeasures to protect consumers.

2022-01-01T00:00:00Z Naous, Dana Bonner, Manus Humbert, Mathias Legner, Christine http://dl.gi.de/handle/20.500.12116/39778 2022-11-24T08:13:50Z 2022-01-01T00:00:00Z

Learning From the Past to Improve the Future Naous, Dana; Bonner, Manus; Humbert, Mathias; Legner, Christine Contact tracing apps were considered among the first tools to control the spread of COVID-19 and ease lockdown measures. While these apps can be very effective at stopping transmission and saving lives, the level of adoption remains significantly below the expected critical mass. The public debate as well as academic research about contact tracing apps emphasizes general concerns about privacy (and the associated risks) but often disregards the value-added services, as well as benefits, that can result from a larger user base. To address this gap, the study analyzes goal-congruent features as drivers for user adoption. It uses market research techniques – specifically, conjoint analysis – to study individual and group preferences and gain insights into the prescriptive design. While the results confirm the privacy-preserving design of most European contact tracing apps, they emphasize the role of value-added services in addressing heterogeneous user segments to drive user adoption. The findings thereby are of relevance for designing effective contact tracing apps, but also inform the user-oriented design of apps for health and crisis management that rely on sharing sensitive information.

2022-01-01T00:00:00Z Fernández-Cejas, Miguel Pérez-González, Carlos J. Roda-García, José L. Colebrook, Marcos http://dl.gi.de/handle/20.500.12116/39776 2022-11-24T08:13:50Z 2022-01-01T00:00:00Z

CURIE: Towards an Ontology and Enterprise Architecture of a CRM Conceptual Model Fernández-Cejas, Miguel; Pérez-González, Carlos J.; Roda-García, José L.; Colebrook, Marcos Companies face the challenge of managing customer relationships (CRM) in a context marked by a drastic digital transformation and unbridled evolution of consumer behavior, exacerbated by the COVID-19 pandemic. The customer is more demanding, has access to the global market and interacts with companies through multiple digital channels, such as email, social networks, mobile apps or instant messaging. In this situation, the success of a CRM implementation highly depends on information technology and the applications used. To harmonize this new business context with the development of information systems (IS), a suitable CRM ontology and enterprise architecture (EA) is needed. While an ontology-based conceptual model provides a unifying framework, aids sharing and reusing knowledge, and facilitates communication within a domain, an EA-based model unequivocally describes, analyzes, and visualizes how an organization should operate from the perspective of business, application, and technology. The purpose of the paper is the proposal of CURIE-O, a CRM OntoUML UFO-based ontology, together with CURIE-EA, a CRM ArchiMate-based EA to serve business managers and IS specialists an updated unifying framework of reference in the CRM domain as well as a highly efficient tool to support application development and maintenance in this changing and increasingly digital context. Modeling has proven to be an essential element to achieve high-performance information systems. In order to apply the ontology and the EA proposed here, the authors developed a CRM task management application prototype that was implemented as a case study in a consulting company. The methodology followed was design science research (DSR), in order to design and validate the artifacts. Within the DSR framework, other complementary research methods have been used, in particular literature research, interviews and focus groups carried out with several hotel chains in Tenerife (Canary Islands). The main existing CRM models in the scientific literature have also been analyzed together with the leading CRM market solutions.

2022-01-01T00:00:00Z Röglinger, Maximilian Plattfaut, Ralf Borghoff, Vincent Kerpedzhiev, Georgi Becker, Jörg Beverungen, Daniel Brocke, Jan Looy, Amy del-Río-Ortega, Adela Rinderle-Ma, Stefanie Rosemann, Michael Santoro, Flavia Maria Trkman, Peter http://dl.gi.de/handle/20.500.12116/39774 2022-11-24T08:13:50Z 2022-01-01T00:00:00Z

Exogenous Shocks and Business Process Management Röglinger, Maximilian; Plattfaut, Ralf; Borghoff, Vincent; Kerpedzhiev, Georgi; Becker, Jörg; Beverungen, Daniel; Brocke, Jan; Looy, Amy; del-Río-Ortega, Adela; Rinderle-Ma, Stefanie; Rosemann, Michael; Santoro, Flavia Maria; Trkman, Peter Business process management (BPM) drives corporate success through effective and efficient processes. In recent decades, knowledge has been accumulated regarding the identification, discovery, analysis, design, implementation, and monitoring of business processes. This includes methods and tools for tackling various kinds of process change such as continuous process improvement, process reengineering, process innovation, and process drift. However, exogenous shocks, which lead to unintentional and radical process change, have been neglected in BPM research although they severely affect an organization’s context, strategy, and business processes. This research note conceptualizes the interplay of exogenous shocks and BPM in terms of the effects that such shocks can have on organizations’ overall process performance over time. On this foundation, related challenges and opportunities for BPM via several rounds of idea generation and consolidation within a diverse team of BPM scholars are identified. The paper discusses findings in light of extant literature from BPM and related disciplines, as well as present avenues for future (BPM) research to invigorate the academic discourse on the topic.

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