Agent-Based Data Curation Practices: Customer Responses to Human versus Algorithmic Data Requesters in Established Business-to-Business Relationships
References
- (2024) The performative production of trace data in knowledge work. Inform. Systems Res. 35(3):1448–1462.Link, Google Scholar
- (2024) From web forms to chatbots: The roles of consistency and reciprocity for user information disclosure. Inform. Systems J. 34(4):1175–1216.Crossref, Google Scholar
- (2023) Human versus automated sales agents: How and why customer responses shift across sales stages. Inform. Systems Res. 34(3):1148–1168.Link, Google Scholar
- (2025) Generating tomorrow’s me: How collaborating with generative AI changes humans. Bus. Inform. Systems Engrg. 67:583–594.Crossref, Google Scholar
- (2014) Best practice recommendations for designing and implementing experimental vignette methodology studies. Organ. Res. Methods 17(4):351–371.Crossref, Google Scholar
- (2022) Organizations decentered: Data objects, technology and knowledge. Organ. Sci. 33(1):19–37.Link, Google Scholar
- (2024) Data Rules: Reinventing the Market Economy (MIT Press, Cambridge, MA).Crossref, Google Scholar
- (2010) Is query reuse potentially harmful? Anchoring and adjustment in adapting existing database queries. Inform. Systems Res. 21(1):56–77.Link, Google Scholar
- (2014) Situated with infrastructures: Interactivity and entanglement in sensor data interpretation. J. Assoc. Inform. Systems 15(5):2.Google Scholar
- (2017) The moderating role of trust in business to business electronic commerce (B2B EC) adoption. Comput. Human Behav. 68:157–169.Crossref, Google Scholar
- (2002) Evidence of the effect of trust building technology in electronic markets: Price premiums and buyer behavior. MIS Quart. 26(3):243–268.Crossref, Google Scholar
- (1985) Reconciliation process for data management in distributed environments. MIS Quart. 9(2):97–108.Crossref, Google Scholar
- (1989) Methodology for allocating resources for data quality enhancement. Comm. ACM 32(3):320–329.Crossref, Google Scholar
- (1996) The effects of decision support and task contingencies on model formulation: A cognitive perspective. Decision Support Systems 17(4):241–252.Crossref, Google Scholar
- (2021) Managing artificial intelligence. MIS Quart. 45(3):1433–1450.Crossref, Google Scholar
- (1999) Trust in business to business relationships: An evaluation of its status. J. Management Stud. 36(2):197–215.Crossref, Google Scholar
- (2021) Thematic Analysis: A Practical Guide (SAGE, Los Angeles).Google Scholar
- (2020) A systematic review of algorithm aversion in augmented decision making. J. Behav. Decision Making 33(2):220–239.Crossref, Google Scholar
- (2019) Task-dependent algorithm aversion. J. Marketing Res. 56(5):809–825.Crossref, Google Scholar
- (2023) Understanding and improving consumer reactions to service bots. J. Consumer Res. 50(4):848–863.Crossref, Google Scholar
- (2008) Addressing the what and how of online services: Positioning supporting-services functionality and service quality for business-to-consumer success. Inform. Systems Res. 19(2):161–181.Link, Google Scholar
- (2022) How does intelligent system knowledge empowerment yield payoffs? Uncovering the adaptation mechanisms and contingency role of work experience. Inform. Systems Res. 33(3):1042–1071.Link, Google Scholar
- (2022) MISQ research curation on data management. MIS Quart. (February 1), https://scholarsmine.mst.edu/cgi/viewcontent.cgi?article=1422&context=bio_inftec_facwork.Google Scholar
- (2018) Transfiguration work and the system of transfiguration. MIS Quart. 42(3):873–894.Crossref, Google Scholar
- (2022) On the design of and interaction with conversational agents: An organizing and assessing review of human-computer interaction research. J. Assoc. Inform. Systems 23(1):96–138.Google Scholar
- (2020) People reject algorithms in uncertain decision domains because they have diminishing sensitivity to forecasting error. Psych. Sci. 31(10):1302–1314.Crossref, Google Scholar
- (2006) An extended privacy calculus model for e-commerce transactions. Inform. Systems Res. 17(1):61–80.Link, Google Scholar
- (1997) An examination of the nature of trust in buyer–seller relationships. J. Marketing 61(2):35–51.Crossref, Google Scholar
- (1987) Developing buyer-seller relationships. J. Marketing 51(2):11–27.Crossref, Google Scholar
- (2013) A Vast Machine: Computer Models, Climate Data, and the Politics of Global Warming (MIT Press, Cambridge, MA).Google Scholar
- (2011) Science friction: Data, metadata, and collaboration. Soc. Stud. Sci. 41(5):667–690.Crossref, Google Scholar
- (2005) The effect of site design and interattribute correlations on interactive web-based decisions. Haugtvedt CP, Machleit KA, Yalch RF, eds. Online Consumer Psychology: Understanding and Influencing Consumer Behavior in the Virtual World (Psychology Press, New York), 325–342.Google Scholar
- (2022) Why and how online experiments can benefit information systems research. J. Assoc. Inform. Systems 23(6):1333–1346.Google Scholar
- Forrester (2024) Forrester’s 2024 US customer experience index: Brands’ CX quality is at an all-time low. (June 17), https://www.forrester.com/press-newsroom/forrester-2024-us-customer-experience-index/.Google Scholar
- Gartner (2019) Gartner predicts 80% of marketers will abandon personalization efforts by 2025. Retrieved April 10, https://www.gartner.com/en/newsroom/press-releases/2019-12-02-gartner-predicts-80--of-marketers-will-abandon-person#:~:text=Gartner%20Reveals%20Marketing%20Predictions%20to%20Guide%20Marketers%20Through%20Uncertain%20Times%20Ahead&text=By%202025%2C%2080%25%20of%20marketers,%2C%20according%20to%20Gartner%2C%20Inc.Google Scholar
- Gartner (2022) Gartner predicts chatbots will become a primary customer service channel within five years. (July 27), https://www.gartner.com/en/newsroom/press-releases/2022-07-27-gartner-predicts-chatbots-will-become-a-primary-customer-service-channel-within-five-years.Google Scholar
- Gartner (2025) Data quality: Why it matters and how to achieve it. Accessed October 1, 2025, https://www.gartner.com/en/data-analytics/topics/data-quality.Google Scholar
- (2022) Effort minimization theory in the data analytics era. J. Comput. Inform. Systems 62(4):837–849.Crossref, Google Scholar
- (2019) Assessing the design choices for online recommendation agents for older adults: Older does not always mean simpler information technology. MIS Quart. 43(1):329–346.Crossref, Google Scholar
- (2013) Raw Data is an Oxymoron (MIT Press, Cambridge, MA).Crossref, Google Scholar
- (2024) More than a bot? The impact of disclosing human involvement on customer interactions with hybrid service agents. Inform. Systems Res. 35(3):936–955.Link, Google Scholar
- (2015) The Netflix recommender system: Algorithms, business value, and innovation. ACM Trans. Management Inform. Systems 6(4):13.Google Scholar
- (2009) The role of service level agreements in relational management of information technology outsourcing: An empirical study. MIS Quart. 33(1):119–145.Crossref, Google Scholar
- (2022) Resourcing with data: Unpacking the process of creating data-driven value propositions. J. Strategic Inform. Systems 31(4):101744.Crossref, Google Scholar
- (2025) Opening the network of trust: How domain experts in triadic relationships build trust in AI-based counterparts. MIS Quart., ePub ahead of print May 22, https://doi.org/10.25300/MISQ/2025/18041.Crossref, Google Scholar
- (2007) Overcoming online information privacy concerns: An information-processing theory approach. J. Management Inform. Systems 24(2):13–42.Crossref, Google Scholar
- (2022) Introduction to Mediation, Moderation, and Conditional Process Analysis: A Regression-Based Approach, 3rd ed. (Guilford Publications, New York).Google Scholar
- (2018) Artificial intelligence in service. J. Service Res. 21(2):155–172.Crossref, Google Scholar
- IBM (2024) State of Salesforce 2024–2025. Accessed October 1, 2025, https://www.ibm.com/thought-leadership/institute-business-value/en-us/report/state-of-salesforce-2024.Google Scholar
- (2021) Editorial for the special section on humans, algorithms, and augmented intelligence: The future of work, organizations, and society. Inform. Systems Res. 32(3):675–687.Link, Google Scholar
- (1985) Effort and accuracy in choice. Management Sci. 31(4):395–414.Link, Google Scholar
- (2019) What we talk about when we talk about (big) data. J. Strategic Inform. Systems 28(1):3–16.Crossref, Google Scholar
- (2024) An integrative perspective on algorithm aversion and appreciation in decision-making. MIS Quart. 48(4):1575–1590.Crossref, Google Scholar
- (2009) Interfirm strategic information flows in logistics supply chain relationships. MIS Quart. 33(4):735–762.Crossref, Google Scholar
- (1997) Can humans detect errors in data? Impact of base rates, incentives, and goals. MIS Quart. 21(2):169–194.Crossref, Google Scholar
- (2006) The effects of personalization and familiarity on trust and adoption of recommendation agents. MIS Quart. 30(4):941–960.Crossref, Google Scholar
- (2021) Is AI ground truth really “true?” The dangers of training and evaluating AI tools based on experts’ know-what. MIS Quart. 45(3):1501–1526.Crossref, Google Scholar
- (2011) Research note—The influence of trade-off difficulty caused by preference elicitation methods on user acceptance of recommendation agents across loss and gain conditions. Inform. Systems Res. 22(4):867–884.Link, Google Scholar
- (2020) Data Journeys in the Sciences (Springer Nature, Cham, Switzerland).Crossref, Google Scholar
- (2018) Man versus machine: Resisting automation in identity-based consumer behavior. J. Marketing Res. 55(6):818–831.Crossref, Google Scholar
- (2015) Online recommendation systems in a B2C e-commerce context: A review and future directions. J. Assoc. Inform. Systems 16(2):72–107.Google Scholar
- (2019) The right music at the right time: Adaptive personalized playlists based on sequence modeling. MIS Quart. 43(3):765–786.Crossref, Google Scholar
- (2012) Two worlds of trust for potential e-commerce users: Humans as cognitive misers. Inform. Systems Res. 23(4):1246–1262.Link, Google Scholar
- (2019) Algorithm appreciation: People prefer algorithmic to human judgment. Organ. Behav. Human Decision Processes 151:90–103.Crossref, Google Scholar
- (2022) Artificial intelligence in utilitarian vs. hedonic contexts: The “word-of-machine” effect. J. Marketing 86(1):91–108.Crossref, Google Scholar
- (2019) Resistance to medical artificial intelligence. J. Consumer Res. 46(4):629–650.Crossref, Google Scholar
- (1997) Choice processing in emotionally difficult decisions. J. Experiment. Psych. Learn. Memory Cognition 23(2):384–405.Crossref, Google Scholar
- (1999) Emotional trade-off difficulty and choice. J. Marketing Res. 36(2):143–159.Crossref, Google Scholar
- (2021) Artificial intelligence coaches for sales agents: Caveats and solutions. J. Marketing 85(2):14–32.Crossref, Google Scholar
- (2019) Frontiers: Machines vs. humans: The impact of artificial intelligence chatbot disclosure on customer purchases. Marketing Sci. 38(6):937–947.Abstract, Google Scholar
- (2018) Data-driven meets theory-driven research in the era of big data: Opportunities and challenges for information systems research. J. Assoc. Inform. Systems 19(12):1.Google Scholar
- (2017) Opportunities for and pitfalls of using big data in advertising research. J. Advertising 46(2):227–235.Crossref, Google Scholar
- (2025) Quantitative behavioral IS research—A look back and a look forward. MIS Quart. 49(1):iii–xviii.Crossref, Google Scholar
- McKinsey & Company (2021) The value of getting personalization right—or wrong—is multiplying. Retrieved June 20, https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/the-value-of-getting-personalization-right-or-wrong-is-multiplying.Google Scholar
- (2002) The impact of initial consumer trust on intentions to transact with a web site: A trust building model. J. Strategic Inform. Systems 11(3–4):297–323.Crossref, Google Scholar
- (2020) Big data and business analytics: A research agenda for realizing business value. Inform. Management 57(1):103237.Crossref, Google Scholar
- (2021) Acting with inherently uncertain data: Practices of data-centric knowing. J. Assoc. Inform. Systems 22(6):1715–1735.Google Scholar
- (2003) The paucity of multimethod research: A review of the information systems literature. Inform. Systems J. 13(3):233–249.Crossref, Google Scholar
- (1972) Human Problem Solving, vol. 104 (Prentice-Hall, Englewood Cliffs, NJ).Google Scholar
- (2011) Embodied conversational agent-based kiosk for automated interviewing. J. Management Inform. Systems 28(1):17–48. Crossref, Google Scholar
- (2008) Achieving relationship marketing effectiveness in business-to-business exchanges. J. Acad. Marketing Sci. 36:174–190.Crossref, Google Scholar
- (2024) Data curation as anticipatory generification in data infrastructure. Eur. J. Inform. Systems 33(5):748–767.Crossref, Google Scholar
- (2022) In the backrooms of data science. J. Assoc. Inform. Systems 23(1):139–164.Google Scholar
- (1980) Information processing theory: Some concepts and methods applied to decision research. Wallsten TS, ed. Cognitive Processes in Choice and Decision Behavior (Routledge, London), 95–115.Google Scholar
- (1982) Contingent decision behavior. Psych. Bull. 92(2):348–402.Crossref, Google Scholar
- (1988) Adaptive strategy selection in decision making. J. Experiment. Psych. Learn. Memory Cognition 14(3):534–552.Crossref, Google Scholar
- (1993) The Adaptive Decision Maker (Cambridge University Press, Cambridge, UK).Crossref, Google Scholar
- (2023) “No, thanks”: How do requests for feedback affect the consumption behavior of non-compliers? Marketing Lett. 34(1):83–97.Crossref, Google Scholar
- (2020) Good organizational reasons for better medical records: The data work of clinical documentation integrity specialists. Big Data Soc. 7(2):2053951720965616.Crossref, Google Scholar
- (2024) Common method bias: It’s bad, it’s complex, it’s widespread, and it’s not easy to fix. Annual Rev. Organ. Psych. Organ. Behav. 11(1):17–61.Crossref, Google Scholar
- (2021) Consumers and artificial intelligence: An experiential perspective. J. Marketing 85(1):131–151.Crossref, Google Scholar
- (2009) Evaluating anthropomorphic product recommendation agents: A social relationship perspective to designing information systems. J. Management Inform. Systems 25(4):145–182.Crossref, Google Scholar
- (2012) Interfirm IT capability profiles and communications for cocreating relational value: Evidence from the logistics industry. MIS Quart. 36(1):233–262.Crossref, Google Scholar
- (2021) The Coding Manual for Qualitative Researchers (SAGE, Los Angeles).Google Scholar
- Salesforce (2022) Automation everywhere. Retrieved July 10, https://www.salesforce.com/news/stories/automation-success-now-bundle/.Google Scholar
- Salesforce (2025) State of data and analytics. Accessed October 1, 2025, https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/research/state-of-data-analytics.pdf.Google Scholar
- (2021) Estimating the impact of humanizing customer service chatbots. Inform. Systems Res. 32(3):736–751.Link, Google Scholar
- (2001) The Practice Turn in Contemporary Theory, vol. 44 (Routledge, London).Google Scholar
- (2015) The value of self-service: Long-term effects of technology-based self-service usage on customer retention. MIS Quart. 39(1):177–200.Crossref, Google Scholar
- (2016) The intention–behavior gap. Soc. Personality Psych. Compass 10(9):503–518.Crossref, Google Scholar
- (2024) Website localization strategies to promote global e-commerce: The moderating role of individualism and collectivism. MIS Quart. 48(1):31–66.Crossref, Google Scholar
- (1955) A behavioral model of rational choice. Quart. J. Econom. 69(1):99–118.Crossref, Google Scholar
- (1978) Information-processing theory of human problem solving. Estes WK, ed. Handbook of Learning & Cognitive Processes: V. Human Information (Lawrence Erlbaum, Mahwah, NJ), 271–295.Google Scholar
- (1994) Managing Privacy: Information Technology and Corporate America (UNC Press Books, Chapel Hill, NC).Google Scholar
- (1996) Information privacy: Measuring individuals’ concerns about organizational practices. MIS Quart. 20(2):167–196.Crossref, Google Scholar
- (2007) The effects of incorporating compensatory choice strategies in web-based consumer decision support systems. Decision Support Systems 43(2):359–374.Crossref, Google Scholar
- Statista (2023) E-mail marketing worldwide—Statistics & facts. Retrieved April 10, https://www.statista.com/topics/1446/e-mail-marketing/#topicOverview.Google Scholar
- (2005) Web personalization as a persuasion strategy: An elaboration likelihood model perspective. Inform. Systems Res. 16(3):271–291.Link, Google Scholar
- (1992) The use of information in decision making: An experimental investigation of the impact of computer-based decision aids. MIS Quart. 16(3):373–393.Crossref, Google Scholar
- (1991) Loss aversion in riskless choice: A reference-dependent model. Quart. J. Econom. 106(4):1039–1061.Crossref, Google Scholar
- Validity (2024) The state of CRM data management in 2024. Accessed October 1, 2025, https://www.validity.com/resource-center/the-state-of-crm-data-management-in-2024/.Google Scholar
- (2007) Engaged Scholarship: A Guide for Organizational and Social Research (Oxford University Press, Oxford, UK).Crossref, Google Scholar
- (2025) Leveraging context: Re-thinking research processes to make “contributions to theory”. Inform. Systems Res. 36(3):1871–1886.Link, Google Scholar
- (2013) Bridging the qualitative-quantitative divide: Guidelines for conducting mixed methods research in information systems. MIS Quart. 37(1):21–54.Crossref, Google Scholar
- (2016) Guidelines for conducting mixed-methods research: An extension and illustration. J. Assoc. Inform. Systems 17(7):2.Google Scholar
- (2003) User acceptance of information technology: Toward a unified view. MIS Quart. 27(3):425–478.Crossref, Google Scholar
- (2009) Interactive decision aids for consumer decision making in e-commerce: The influence of perceived strategy restrictiveness. MIS Quart. 33(2):293–320.Crossref, Google Scholar
- (2025) Generative AI and its transformative value for digital platforms. J. Management Inform. Systems 42(2):346–369.Crossref, Google Scholar
- (2001) An empirical investigation of the factors affecting data warehousing success. MIS Quart. 25(1):17–41.Crossref, Google Scholar
- (2007) E-commerce product recommendation agents: Use, characteristics, and impact. MIS Quart. 31(1):137–209.Crossref, Google Scholar
- (2014) The nature and consequences of trade-off transparency in the context of recommendation agents. MIS Quart. 38(2):379–406.Crossref, Google Scholar
- (2017) A two-stage model of generating product advice: Proposing and testing the complementarity principle. J. Management Inform. Systems 34(3):826–862.Crossref, Google Scholar
- (2020) The relative effect of the convergence of product recommendations from various online sources. J. Management Inform. Systems 37(3):788–819.Crossref, Google Scholar
- (2024) Time to reassess data value: The many faces of data in organizations. J. Strategic Inform. Systems 33(4):101863.Crossref, Google Scholar
- (2010) Reconsidering Baron and Kenny: Myths and truths about mediation analysis. J. Consumer Res. 37(2):197–206.Crossref, Google Scholar

