סמינר בניהול טכנולוגיה ומערכות מידע

. הסמינר יינתן ע"י

W E. Simon Graduate School of Business Administration at the University of Rochesterפרופ' אבי זיידמן

Abstract

In this talk, I would review two major studies we are doing. The first one is: Is Technology Eating Nurses? – Information Technology and Staffing Decisions in Nursing Homes. We study the effect of IT-enabled automation on staffing decisions in healthcare facilities using a unique nursing home IT data from 2006 to 2012. We also develop a strategic staffing model that incorporates technology adoption.  The second study is titled Customer Service on Social Media: The Effect of Customer Popularity and Sentiment on Airline Response. Airlines use Twitter for real-time customer service more than any other industry and their executives know that each response costs them real money, so they need to determine what kind of customer requests should receive a response—and how to prioritize them. We present our analyses of over one million tweets which clearly characterize how airlines are managing this media in some unexpected ways now.