Enhancing customer service through the internet of things and digital data streams

MIS Quarterly Executive

Volumn 15, Issue 4, 2016, Pages 279-297

  Ives, Blake ^a   Palese, Biagio ^b   Rodriguez, Joaquin A ^b  

^a UNIVERSITY OF HOUSTON   (United States)

^b LOUISIANA STATE UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 85011918350     PISSN: 15401960     EISSN: 15401979     Source Type: Journal    
DOI: None     Document Type: Article

References (39)

1. Federico Pigni is the accepting senior editor for this article.
2. Nash, J. B. Spectatoritis, Sears Publishing Company, Inc. 1932, p. 265.
3. Piccoli, G. and Pigni, F. "Harvesting External Data: The Potential of Digital Data Streams, " MIS Quarterly Executive, (12:1), 2013, pp. 143-154
4. Pigni, F., Piccoli, G. and Watson, R. "Digital Data Streams: Creating Value from the Real-Time Flow of Big Data, " California Management Review (58:3), 2016.
5. Furchgott, R. "It's Your Lipitor on Line 2, " Gadgetwise, April 1, 2009, available at http://gadgetwise.blogs.nytimes.com/2009/04/01/ hey-your-medicince-called/#more-2947.
6. Sweibel, S. and Trelfa, M. "The Use of Mobile Cardiac Telemetry to Improve Diagnostic Accuracy and Enable More Efficient Patient Care, " US Cardiology (9:1), Spring 2012, pp. 43-46.
7. Newman, J. "Right Now, the Internet of Things is Like the Internet of the 1990s, " Fast Company, March 3, 2015, available at http://www.fastcompany.com/3044375/sector-forecasting/the-future-of-the-internet-of-things-is-like-the-internet-of-the-1990s.
8. Right Now, the Internet of Things is Like the Internet of the 1990s
9. Isaac, M. and Picker, L. "Uber Valuation Put at $62.5 Billion After a New Investment Round, " The New York Times, December 3, 2015, available ay http://www.nytimes.com/2015/12/04/busi-ness/dealbook/uber-nears-investment-at-a-62-5-billion-valuation. html?_r=0.
10. Olenski, S. "Are OTAs Really Killing Brick and Mortar Travel Agencies?, " Forbes, April 27, 2015, available at http://www.forbes.com/sites/steveolenski/2015/04/27/are-otas-really-killing-brick-and-mortar-travel-agencies/#5c3f.
11. DePillis, L. "Travel agents: We do exist!, " The Washington Post, August 30, 2013, available at https://www.washingtonpost.com/news/wonk/wp/2013/08/30/travel-agents-we-do-exist/.
12. Andreessen, M. Why Software Is Eating The World, August 20, 2011, available at http://www.wsj.com/articles/SB10001424053111903480904576512250915629460.
13. https://www.thefsforum.co.uk/knowledge-centre/event/the-internet-of-things/.
14. "Gartner Says 6.4 Billion Connected "Things" Will Be in Use in 2016, Up 30 Percent From 2015, " Gartner, Inc., November 10, 2015, available at http://www.gartner.com/newsroom/id/3165317.
15. "Gartner Says 6.4 Billion Connected "Things" Will Be in Use in 2016, Up 30 Percent From 2015, " Gartner, Inc., November 10, 2015, available at http://www.gartner.com/newsroom/id/3165317.
16. Al-Fuqaha, A., Guizani, M., Mohammadi, M., Aledhari, M. and Ayyash, M. "Internet of Things: A Survey on Enabling Technologies, Protocols, and Applications, " IEEE Communications Surveys & Tutorials (17:4), 2015, pp. 2347-2376.
17. Piccoli, G. and Watson, R. T. "Profit from Customer Data by Identifying Strategic Opportunities and Adopting the 'Born Digital Approach,'" MIS Quarterly Executive (7:3), 2008, pp. 113-122.
18. "Information Systems Planning Guide, " International Business Machines Corporation, 1978, available at http://bitsavers.trailing-edge.com/pdf/ibm/generalInfo/GE20-0527-2_Information_Systems_ Planning_Guide_Oct78.pdf.
19. Ives, B. and Learmonth, G. "The Information System as a Competitive Weapon, " Communications of the ACM, (27:12), 1984, pp. 1193-1201.
20. Piccoli, G., Spalding, B. R. and Ives, B. "The Customer Service Life Cycle: A Framework for Internet Use in Support of Customer Service, " Cornell Hotel and Restaurant Administration Quarterly (42:3), 2001, pp. 38-45.
21. Piccoli, G., Spalding, B. R. and Ives, B. "The Customer Service Life Cycle: A Framework for Internet Use in Support of Customer Service, " Cornell Hotel and Restaurant Administration Quarterly (42:3), 2001, pp. 38-45.
22. Ag-analytics, or agricultural analytics, refers to the use of advanced statistical methods and data analysis techniques in the agricultural industry. Ag-analytics solutions aim at increasing crop yields.
23. For a demonstration of Points, see https://pointssign.com/.
24. For a demonstration of Points, see https://pointssign.com/.
25. Evans, P. and Wurster, T. S. "Blown to Bits: How the New Economics of Information Transforms Strategy", Harvard Business Press, 2000.
26. Source: Yahoo! market capitalization data retrieved from http://finance.yahoo.com/quote/PCLN?ltr=1.
27. "Airbnb’s Latest Investment Talks Could Value It at $30 Billion", Fortune, June 28, 2016, available at http://fortune. com/2016/06/28/airbnb-funding-value/.
28. "About Us", Airbnb, August 11, 2016, available at https://www.airbnb.com/about/about-us.
29. Woods, D. How Internet Of Things Data Improves Product Development, Forbes, May 15, 2015, available at http://www.forbes.com/sites/danwoods/2015/05/15/how-internet-of-things-data-im-proves-product-development/#751a7744320e.
30. Golson, J. "The Tech That Makes GE’s New Locomotive Its Cleanest Ever, " Wired. com, May, 12, 2015, available at http://www.wired.com/2015/05/tech-makes-ges-new-locomotive-cleanest-ever/.
31. Higginbotham, S. "Developers Expand Amazon Alexa's Skills— Exposing Both Its Potential and Its Limitations", MIT Technology Review, August 11, 2016, available at https://www.technologyreview.com/s/602125/developers-expand-amazon-alexas-skills-exposing-both-its-potential-and-its-limitations/.
32. Thompson, B. "Dollar Shave Club and The Disruption of Everything", stratechery LLC, July 20, 2016, available at https://stratech-ery.com/2016/dollar-shave-club-and-the-disruption-of-everything/.
33. Kickstarter is the world's largest funding platform for creative projects.
34. Piccoli, G. and Ives, B. "Review: IT-dependent strategic initiatives and sustained competitive advantage: a review and synthesis of the literature, " MIS Quarterly (29:4), 2005, pp. 747-776.
35. Isidore, C. and Tanglao, L. "Delta still digging out on Day 3, " CNN Money, August 10, 2016, available at http://money.cnn.com/2016/08/10/news/companies/delta-flight-cancellations/.
36. Sasso, M. and Black, T. "Delta System Failure Marks Wake-Up Call for Airline Industry, " Bloomberg Technology, August 9, 2016, available at http://www.bloomberg.com/news/articles/2016-08-10/delta-s-systems-failure-marks-wake-up-call-for-airline-industry.
37. Chalkley, C. "PetNet smart pet feeders break, leaving pets without food, " The Independent, July 28, 2016, available at http://www.independent.co.uk/life-style/gadgets-and-tech/news/petnet-smart-pet-feeders-break-leaving-pets-without-food-a7160726.html.
38. Piccoli, G. and Pigni, F. Information Systems for Managers: Text and Cases, Prospect Press, 2016.
39. Wollerton, M. "Have a smart lock? Yeah, it can probably be hacked, " CNET, August 9, 2016, available at http://www.cnet.com/news/have-a-smart-lock-yeah-it-can-probably-be-hacked/.