2016 INFORMS Annual Meeting Program

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INFORMS Nashville – 2016
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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,
1 - Analytics Framework For Higher Education
Roger Gung, University of Phoenix, Phoenix, AZ, United States,
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,
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, 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.
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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,
1 - Hotel Performance Impact Of Socially Engaging With Consumers
Saram Han, Cornell University, Ithaca, NY, United States,
, 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,
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,
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,
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,
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, , 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,
, 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,
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,
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.
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