MIS (Management Information Systems)
Strategic use of hardware, software, data, processes, and people to solve business problems.
core focus (“heart”) of MIS
Problem solving.
main topic of this chapter
Using information systems to gain competitive advantage.
How can information systems create competitive advantage in service businesses?
They can shift costs, improve efficiency, influence customer behavior, and increase revenue.
Example of tech creating advantage in cafés?
POS systems with tip prompts increase tips and shift some labor cost to customers.
What happens without modern POS tipping systems?
Businesses rely more on wages and employees often earn less overall.
What is “tip creep”?
The spread of tipping expectations into more industries and services.
Examples of tip creep industries?
Convenience stores, repair services, online shops, hotels, car washes, and more.
Do tips always reflect service quality?
No, tips often do not directly correlate with service quality.
Gender differences in tipping behavior?
Men tip more money overall; women tip more often.
How does server gender influence tips?
Customers often tip the opposite gender more.
Does attractiveness affect tips equally for male servers?
Attractive and unattractive male servers tend to earn similar tips.
What is correlation?
When two variables move together.
Example of correlation?
Height and weight.
What is causation?
When one variable directly causes another.
Example of causation?
More hours studied leading to higher exam grades.
Why must researchers control variables?
To avoid misleading conclusions and isolate true cause-and-effect relationships.
Examples of variables researchers may control for?
Age, income, education, lifestyle, and health habits.
Why might a health behavior appear beneficial even if it isn’t the true cause?
People who adopt it may already have healthier lifestyles overall.
Do tipping patterns vary across demographic groups?
Yes, tipping behavior can differ by factors like race, gender, and social norms.
Why is it important to control for factors like income and service quality in tipping research?
To determine whether differences are due to bias or other variables.
What are unintended consequences of technology?
Unexpected negative or secondary effects of adopting technology.
Example: moving services online?
Can disadvantage people without reliable internet access.
Example: social media adoption?
Linked to increases in anxiety and depression.
