2016 INFORMS Annual Meeting Program

SA54

INFORMS Nashville – 2016

SA54 Music Row 2- Omni Smart Service Systems and Modeling Sponsored: Service Science Sponsored Session Chair: Robin Qiu, Penn State University, 30 E. Swedesford Road, Malvern, PA, 19355, United States, robinqiu@psu.edu 1 - Analytics Framework For Higher Education Roger Gung, University of Phoenix, Phoenix, AZ, United States, roger.gung@phoenix.edu We present an end-to-end anlytics framework for adult learning/higher education industry that covers solution methods with using big data analytics for the management of marketing, enrollment service, learning platform, academic performance and institutional finance. 2 - Big Data And FinTech Programs at Asia University Grace Lin, Institute for Information Industry, 1F, No. 133, Sec. 4, Minsheng E. Rd., Taipei, Taiwan, gracelin.ny@gmail.com Asia University in WuFeng, Tahchung, Taiwan recently established a Big Data Research Center and a FinTech and Blockchain Research Center. We will present an overview of our research projects including precision medicine, IOT-enabled healthcare, and FinTech Innovation. ORMS opportunities related to these projects will also be discussed. 3 - Integrating Physical And Social Sensing To Enable Smart Services Robin Qiu, Penn State, robinqiu@psu.edu, Youakim Badr, Lawrence Qiu The Internet of Things (IoT) allows objects to be sensed and managed over the networks, which creates opportunities for more direct integration between the physical world and computer-based systems. People-centric sensing or social sensing transforms how we sense the world. Today, social sensing (e.g., mobile apps) complements physical sensing (e.g., IoT) by substantially extending the horizon we know about the world in real time. This talk mainly discusses how we can integrate physical and social sensing to enable better and smarter services. An example will be provided. SA55 Music Row 3- Omni Service Science: Operationalize Data Analytics for Better Service Sponsored: Service Science Sponsored Session Chair: Jie Zhang, The University of Vermont, The University of Vermont, Burlington, VT, 05405, United States, jz@bu.edu 1 - Hotel Performance Impact Of Socially Engaging With Consumers Saram Han, Cornell University, Ithaca, NY, United States, sh2322@cornell.edu, Chris K Anderson This study examines three aspects of the online interaction based on customer reviews using TripAdvisor data. First, the study found that simply encouraging reviews was associated with an increase in a hotel’s ratings. Second, the fact that management responds to reviews leads to improved sales and revenue. Finally, the study found that revenue improvements based on review responses are limited in two ways. First, revenue levels increase as the number responses increases, but only to a point. Second, consumers seem to be most appreciative of responses to negative reviews, rather than positive reviews. 2 - The Impact Of Marketing Expenditures On Outlet Performance In Franchised Channels Ben Lawrence, Cornell University, benlawrence@cornell.edu This study contributes to a greater understanding of marketing expenditures in the context of franchising by empirically examining the effects of different types of advertising expenditures including loyalty programs, local sales force, and e- commerce on unit level profitability. Examining the profit and loss statements of over 4,500 franchised hotel properties in the U.S between 2007 to 2013 we find a direct positive effect of advertising on unit level performance. We also find differential effects of advertising for units with varying levels of dependence on the franchisor. 3 - Introduction To Wellness-inspired Service Operations Strategies Min Lee, Clemson University, minl@g.clemson.edu Aleda Roth, Rohit Verma The design and the specific features of buildings can have a meaningful impact on building occupants health, productivity, and mental state as well. This research focuses on the unstudied area of human sustainability in terms of their health and wellness. This research presents a conceptual framework and research agenda that explores wellness-inspired service operations strategies.

4 - Exploring The Synergy Between Online Reviews And Structured Surveys Jie Zhang, University of Victoria, jz@bu.edu

Service organizations have relied on guest surveys to assess satisfaction and identify opportunities for operational improvement. Increasingly, online reviews presents opportunities to collect real-time feedback. In this study, we describe a study that explores how to use the insights from online reviews to adapt survey questions for more focused performance evaluation. SA56 Music Row 4- Omni Analytics in Social Media and Sharing Economy Sponsored: EBusiness Sponsored Session Chair: Young Jin Lee, Assistant Professor, University of Denver, 2101 S. University Blvd., Denver, CO, 80208, United States, YoungJin.Lee@du.edu 1 - Visualizing The Dynamics Of Multivariate Time-series Data From Social Media During Emergency Management And Disaster Response Dave Yates, Assistant Professor, University of Denver, Denver, CO, 80208, United States, dave.yates@du.edu, Joe Ryan This project develops visualization approaches for dynamic multivariate time- series data shared via social media during emergency and disaster response, a focus area in which decision making is of paramount importance. The data is similar to that shared on social media such as blogs or social networks for entertainment, personal connections, and many other purposes. In this research we discuss the nature of social media data and the particular challenges of visualizing it in ways that make sense for decision makers. Synergizing social theory with visualization techniques we present best practices, lessons learned, and a research agenda. 2 - Using Social Capital Theory In Social Network Sites To Improve Innovative Performance Valerie Bartelt, Texas A&M University - Kingsville, TX, vbartelt@gmail.com, Murad Moqbel Innovative performance has become increasingly essential for business success. This research compares how social capital through social network site (SNS) affects innovative performance. Survey research from 276 professionals found that work SNS use significantly increased innovative performance while social SNS use significantly decreased innovative performance. Structural capital significantly moderated the relational capital on innovative performance. These findings open new avenues for further research by identifying the type of SNS use that will cultivate innovation in businesses. 3 - Are Multi-listing Hosts Better Off? How Host Attributes Affect The Performance Of Airbnb Listings Karen Xie, University of Denver, Karen.Xie@du.edu This study investigates the relationship between Airbnb hosts’ attributes, in terms of both the quality of host services and the quantity of host listings. Our unique sample included 5,805 active listings of 4,608 hosts in Austin, of which 12.26% or 565 hosts had more than one listing. We found that the host may make a tradeoff between quantity and quality as he/she manages more listings. Such research into Airbnb hosts will unveil important business and policy strategies for Airbnb to improve and grow its business more strategically. 4 - User Engagement In Social Media: Evidence From A Field Experiment Jane Tan, University of Washington, xuetan@uw.edu Yingda Lu, Yong Tan User engagement in charitable campaigns over social media environment is critical for raising awareness, which is key to the success of fundraising. In this study, we analyze the impacts of different solicitation approaches. Specifically, we evaluate the effect of adding compassionate followers to prospective users and the effect of adding prospective users into a charitable list. Using a randomized field experiment at Twitter, we find that adding compassionate followers positively affect users’ propensity of engagement, while adding them to a charitable list has negative effect.

36