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Paper Number
1496
Paper Type
Complete
Description
Companies worldwide are adopting real-time feedback applications as part of their digital transformation strategies. However, the emphasis on real-time feedback stems from many organizations perceiving that the human factor is the missing link to achieving successful outcomes, specifically regarding listening to associates about operational insights – both challenges and solutions. Furthermore, employees’ feedback towards entities such as operational insights and working processes can have different effects and mechanisms with feedback generated for a person. This research aims to understand whether and how feedback towards an entity (nonperson) versus a person affects the generated feedback ratings and comment quality. Leveraging the field data from two large, global companies, our research found that feedback toward an entity has lower ratings and is shorter, more negative, less subjective, and more specific than feedback toward a person. Additionally, we found managerial position moderates the main impacts. This research has both theoretical and practical implications.
Recommended Citation
Shan, Guohou and Rivera, Michael, "Humanizing Digital Transformation Across People and Things: An Empirical Investigation of the Impact of Real-time Feedback Types on Performance" (2022). ICIS 2022 Proceedings. 7.
https://aisel.aisnet.org/icis2022/entren/entren/7
Humanizing Digital Transformation Across People and Things: An Empirical Investigation of the Impact of Real-time Feedback Types on Performance
Companies worldwide are adopting real-time feedback applications as part of their digital transformation strategies. However, the emphasis on real-time feedback stems from many organizations perceiving that the human factor is the missing link to achieving successful outcomes, specifically regarding listening to associates about operational insights – both challenges and solutions. Furthermore, employees’ feedback towards entities such as operational insights and working processes can have different effects and mechanisms with feedback generated for a person. This research aims to understand whether and how feedback towards an entity (nonperson) versus a person affects the generated feedback ratings and comment quality. Leveraging the field data from two large, global companies, our research found that feedback toward an entity has lower ratings and is shorter, more negative, less subjective, and more specific than feedback toward a person. Additionally, we found managerial position moderates the main impacts. This research has both theoretical and practical implications.
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14-DigitalInnovation