Information exchange on interorganizational information systems and public social media: different impacts on conflict and joint action

Purpose This research examines how information and communication technology (ICT)-enabled interactions influence conflict, joint action, and thus cooperative performance in supply chains. Design/methodology/approach We adopt a mixed-methods approach that uses both qualitative and quantitative methods. We conduct a grounded theory study of 18 interviews to identify two predominant platforms for ICT-enabled interactions among contemporary firms: interorganizational information systems (IOSs) and public social media (PSM). We then develop a research model and test six hypotheses with field survey data from 520 manufacturing firms. Findings ICT-enabled interactions reduce conflict and promote joint action in supply chains. More importantly, whereas IOS-enabled interaction is more effective in promoting joint action, PSM-enabled interaction is more effective in mitigating conflict. In addition, conflict and joint action fully mediate the effect of IOS-enabled interaction on cooperative performance, but only partially mediate the impact of PSM-enabled interaction. Research limitations/implications This research is an essential investigation of the impacts of the concurrent use of IOSs and PSM as interaction platforms, showing a new mechanism through which ICT-enabled interactions improve performance. Originality/value This research highlights the different effects of ICT-enabled interactions and provides practical insights for managers to deploy and leverage different ICT platforms in supply chains.