Conference Agenda (All times are shown in Eastern Daylight Time)

The dissemination of fake news in the financial domain has surged in recent years. However, factors leading to this dissemination are less well studied. Drawing on Behavioral Reasoning Theory, this study investigates the factors influencing fake financial news sharing (FFNS) on social media, focusing on finance-specific variables such as herd behavior, financial literacy, and investment experience. Based on survey data from a sample of U.S. retail investors (n = 112), we employed Partial Least Squares (PLS) analysis to examine five key predictors of FFNS. The results indicate that perceived herd behavior and a sense of belonging are significant positive predictors. Although financial literacy and the act of authenticating news before sharing were hypothesized to reduce FFNS, their effects were statistically insignificant. These findings contribute to a deeper understanding of the psychological and contextual drivers of FFNS and offer practical insights for developing interventions to curb its spread.

Customer Engagement Management (CEM) is a customer-centric strategy focused on improving user experience, satisfaction, and long-term loyalty. This study explores the information needs within the CEM practices of a major international airline by conducting three sequential qualitative investigations involving key stakeholder groups: internal CEM team members, customers, and external travel agents. Through a triangulated analysis of interviews and survey data, the study reveals systemic information gaps and proposes design improvements for digital engagement strategies. Findings emphasize the significance of enhancing e-CEM platforms—such as websites and mobile applications—and integrating social-CEM approaches to improve real-time communication and engagement. The results also highlight how human-computer interaction (HCI) principles can support more effective information flows between organizations and stakeholders, ultimately strengthening customer engagement.