Sean Xu

Tsinghua University - School of Economics & Management

Professor

Beijing, 100084

China

  • Tsinghua University - School of Economics & Management

SCHOLARLY PAPERS

4

DOWNLOADS

434

SSRN CITATIONS

1

CROSSREF CITATIONS

0

Scholarly Papers (4)

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1.

How Does Employee Infusion Use of CRM Systems Drive Customer Satisfaction? Mechanism Differences between Face-To-Face and Virtual Channels

Downloads 238 (177,526)

How Does Employee Infusion Use of CRM Systems Drive Customer Satisfaction? Mechanism Differences between Face-To-Face and Virtual Channels

Number of pages: 66 Posted: 08 Mar 2021
Liwei Chen, JJ Po-An Hsieh, Arun Rai and Sean Xu
University of Cincinnati - Department of Information Systems, Georgia State University, Robinson College of Business, Computer Information Systems Department, Georgia State University - J. Mack Robinson College of Business and Tsinghua University - School of Economics & Management
Downloads 184 (224,923)

Abstract:

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Infusion use, post-adoptive use, CRM-enabled service success, multi-channel, face-to-face channel, virtual channel

How Does Employee Infusion Use of CRM Systems Drive Customer Satisfaction? Mechanism Differences between Face-to-Face and Virtual Channels

Liwei Chen, J.J. Po-An Hsieh, and Arun Rai, 'How does Intelligent System Empowerment Yield Payoff: Uncovering the Adaptive Mechanisms and the Contingency Role of Work Experience' Information Systems Research (A*), (Forthcoming), MIS Quarterly (45:2), pp 719-754, 2021
Number of pages: 66 Posted: 19 Jan 2022
Liwei Chen, JJ Po-An Hsieh, Arun Rai and Sean Xu
University of Cincinnati - Department of Information Systems, Georgia State University, Robinson College of Business, Computer Information Systems Department, Georgia State University - J. Mack Robinson College of Business and Tsinghua University - School of Economics & Management
Downloads 54 (509,828)

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infusion use, post-adoptive use, CRM-enabled service success, multi-channel, face-to-face channel, virtual channels

2.

Social Learning in Information Technology Investment: The Role of Board Interlocks

Forthcoming, Management Science
Number of pages: 56 Posted: 18 Nov 2019
Zhuo (June) Cheng, Arun Rai, Feng Tian and Sean Xu
Hong Kong Polytechnic University - School of Accounting and Finance, Georgia State University - J. Mack Robinson College of Business, Hong Kong Polytechnic University and Tsinghua University - School of Economics & Management
Downloads 194 (214,728)
Citation 1

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IT investment, IT return, social learning, board interlocks

3.

Extracting Business Value from it: A Sensemaking Perspective of Post-Adoptive Use

J.J. Po-An Hsieh, Arun Rai, and Sean Xin Xu, “Extracting Business Value from IT: A Sensemaking Perspective of Post-Adoptive Use,” Management Science (A*), 2011, 57(11), pp. 2018-2039
Number of pages: 49 Posted: 16 Dec 2021
JJ Po-An Hsieh, Arun Rai and Sean Xu
Georgia State University, Robinson College of Business, Computer Information Systems Department, Georgia State University - J. Mack Robinson College of Business and Tsinghua University - School of Economics & Management
Downloads 2 (858,590)

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business value; information technology; post-adoptive behavior; extended use; sensemaking; feedback mechanisms; customer relationship management; CRM technology

4.

Too Much of a Good Thing? The Boomerang Effect of Firms’ Investments on Corporate Social Responsibility During Product Recalls

Journal of Management Studies, 57(8), p1437-1472.
Posted: 06 Aug 2019 Last Revised: 05 Jan 2022
Alfred Z. Liu, Angela Xia Liu, Rui Wang and Sean Xu
University at Albany, SUNY, UNC Charlotte, Peking University and Tsinghua University - School of Economics & Management

Abstract:

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Corporate Social Responsibility, Overinvestment, Boomerang Effect, Product Recall