scholarly journals An Initial Model of Trust in Chatbots for Customer Service—Findings from a Questionnaire Study

2019 ◽  
Vol 31 (3) ◽  
pp. 317-335 ◽  
Author(s):  
Cecilie Bertinussen Nordheim ◽  
Asbjørn Følstad ◽  
Cato Alexander Bjørkli
Keyword(s):  
Customer Service ◽  
Current Knowledge ◽  
Interactive Systems ◽  
Questionnaire Study ◽  
Initial Model ◽  
Related Factors ◽  
Factors Affecting ◽  
Propensity To Trust ◽  
Brand Perception ◽  
Current Knowledge Base

Abstract Chatbots are predicted to play a key role in customer service. Users’ trust in such chatbots is critical for their uptake. However, there is a lack of knowledge concerning users’ trust in chatbots. To bridge this knowledge gap, we present a questionnaire study (N = 154) that investigated factors of relevance for trust in customer service chatbots. The study included two parts: an explanatory investigation of the relative importance of factors known to predict trust from the general literature on interactive systems and an exploratory identification of other factors of particular relevance for trust in chatbots. The participants were recruited as part of their dialogue with one of four chatbots for customer service. Based on the findings, we propose an initial model of trust in chatbots for customer service, including chatbot-related factors (perceived expertise and responsiveness), environment-related factors (risk and brand perceptions) and user-related factors (propensity to trust technology). RESEARCH HIGHLIGHTS We extend the current knowledge base on natural language interfaces by investigating factors affecting users’ trust in chatbots for customer service. Chatbot-related factors, specifically perceived expertise and responsiveness, are found particularly important to users’ trust in such chatbots, but also environment-related factors such as brand perception and user-related factors such as propensity to trust technology. On the basis of the findings, we propose an initial model of users’ trust chatbots for customer service.

Identifying high quality ideas in the online context: evidence from a meta-analysis

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Suya Hu ◽  
Di Xu
Keyword(s):  
Current Knowledge ◽  
Meta Analysis ◽  
Rapid Development ◽  
Supporting Evidence ◽  
Related Factors ◽  
Content Type ◽  
Factors Affecting ◽  
Positive Effects ◽  
Idea Quality ◽  
Idea Evaluation

PurposeWith the rapid development of web-based ideation platforms, firms are increasingly reaching outside their boundaries to obtain ideas, which makes idea evaluation tricky and ineffective. Numerous studies have investigated the antecedents of idea quality, but few have focused on the fragmented and contradictory conclusions these studies have drawn. Thus, the purpose of this paper is to disentangle conflicting findings regarding factors affecting idea quality.Design/methodology/approachA total of 41 independent samples from 40 articles published between 2009 and 2020 were retrieved and encoded to conduct a meta-analysis. By using Comprehensive Meta-analysis 3.0 (CMA 3.0) software, the relationship between identified influencing factors and idea quality, and the moderating effects of potential variables were investigated.FindingsFactors affecting idea quality were summarized and divided into three categories: idea-related factors, ideator-related factors and platform-related factors. The results indicated that all proposed factors (idea length, supporting evidence, past success, past submissions, past comments, votes received and comments received) had significant positive effects on idea quality. Moreover, the measurement of idea quality and idea type was the causative factor for the inconsistent findings, whereas the moderating effect of platform type was not significant.Originality/valueThis study systematically synthesized the existing research on the factors influencing idea quality and helped to reconcile the mixed results. The findings serve to enrich current knowledge of idea evaluation in the online context, which could have important implications for both scholars and practitioners.

Consumer Online Buying Decisions: A Critical Appraisal of Literature

2017 ◽  
Vol 10 (1) ◽  
Author(s):  
Amit Kishore Sinha ◽  
Gyanendra B. S. Johri ◽  
Shanti Rai
Keyword(s):  
Research Paper ◽  
Business Environment ◽  
Buying Behavior ◽  
Related Factors ◽  
Factors Affecting ◽  
Goods And Services ◽  
Online Stores ◽  
Online Buying ◽  
Indian Cities ◽  
Buying Decisions

Since last two decades buying of goods and services from online stores using Internet started off. But players of this industry could reach to the general public residing in second and third category Indian cities in recent past only. Now companies are eagerly interested in understanding the factors affecting Indian consumers so that their needs and wants can be understood and served profitably. This research paper is an attempt to critically evaluate those factors which affect consumer buying behavior in Indian Internet based business environment. For the purpose of coverage of topic researcher has classified the literature under three categories which are Literature related to vendor related factors, Literature related to consumer related factors and Literature related to other factors. Vendor related factors include those factors which are primarily controlled by the companies that are engaged in selling their goods and services on internet along with their intermediaries through which such sales take place. Consumer related factors have been bifurcated under two heading that are consumer demographic factors and consumer psychographic factors. Besides this there are several other factors which may affect consumer’s buying decisions and they are classified as other factors. This research paper also tries to identify the gaps (if any) in the available literature of the factors affecting consumer online buying decisions.

scholarly journals Investigating the status of marital burnout and related factors in married women referred to health centers

2021 ◽  
Vol 21 (1) ◽  
Author(s):  
Mahbobeh Nejatian ◽  
Ali Alami ◽  
Vahideh Momeniyan ◽  
Ali Delshad Noghabi ◽  
Alireza Jafari
Keyword(s):  
Marital Satisfaction ◽  
Significant Relationship ◽  
Married Couples ◽  
Married Women ◽  
Health Centers ◽  
Related Factors ◽  
Factors Affecting ◽  
The Status ◽  
Multistage Sampling ◽  
Emotional Burnout

Abstract Background Marital burnout is an important issue in marriage and many factors play an important role in this phenomenon. The aim of this study was to determine the status of marital burnout and the factors affecting married women who were referred to health centers because of it. Methods In this study, 936 women were selected by multistage sampling and data collection was performed using questionnaires of demographic and couple burnout. Data analysis was performed using SPSS software version 24. Results The mean (± SD) of marital burnout, in this study, was 55.46 (± 18.03) (out of 147 score). There was a significant relationship between the level of women's education with total marital burnout, and the subscales of somatic and emotional burnout (P < 0.05). A significant relationship was also observed between mandatory marriage and total marital burnout, as well as subscales of somatic, emotional, and psychological burnout (P < 0.05). A significant relationship was detected and observed between women's participation in training courses of communication skills and total marital burnout, inclusive of the subscales regarding psychological burnout (P < 0.05). The results of linear regression showed a significant relationship between mandatory in marriage, marital satisfaction, marriage duration, and husband's level of education with women's marital burnout. The variables were finally able to predict 12% of marital burnout variance. It should be noted that marital satisfaction had a higher effect on predicting marital burnout (P < 0.001). Conclusions Marital satisfaction was one of the effective factors in predicting marital burnout, so it can be concluded that it is necessary to pay more attention to this issue. Educational programs and examining the factors that enhance marital satisfaction are needed to prevent and reduce marital burnout in married couples.

scholarly journals What Affects Chinese Residents’ Perceptions of Climate Change?

2018 ◽  
Vol 10 (12) ◽  
pp. 4712 ◽  
Author(s):  
Jinjia Wu ◽  
Jiansheng Qu ◽  
Hengji Li ◽  
Li Xu ◽  
Hongfen Zhang ◽  
...  
Keyword(s):  
Climate Change ◽  
Public Awareness ◽  
Public Understanding ◽  
Related Factors ◽  
Climate Change Risk ◽  
Climate Governance ◽  
Factors Affecting ◽  
National Education ◽  
The Public ◽  
Mitigation And Adaptation

The theme of global sustainable development has changed from environmental management to climate governance, and relevant policies on climate governance urgently need to be implemented by the public. The public understanding of climate change has become the prerequisite and basis for implementing various climate change policies. In order to explore the affected factors of climate change perception among Chinese residents, this study was conducted across 31 provinces and regions of China through field household surveys and interviews. Combined with the residents’ perception of climate change with the possible affected factors, the related factors affecting Chinese residents’ perception of climate change were explored. The results show that the perceptive level of climate change of Chinese residents is related to the education level and the household size of residents. Improving public awareness of climate change risk in the context of climate change through multiple channels will also help to improve residents’ awareness of climate change. On the premise of improving the level of national education, improving education on climate change in school education and raising awareness of climate change risk among dependents will help to improve the level of Chinese residents’ awareness of climate change, which could be instrumental in promoting public participation in climate change mitigation and adaptation actions.

Unfilled Training Positions in Germany – Regional and Establishment-Specific Determinants

2019 ◽  
Vol 239 (4) ◽  
pp. 661-701 ◽  
Author(s):  
Sandra Dummert ◽  
Ute Leber ◽  
Barbara Schwengler
Keyword(s):  
Related Factors ◽  
Factors Affecting ◽  
External Conditions ◽  
Western Germany ◽  
Enterprise Level ◽  
Specific Factors ◽  
Regional Factors ◽  
The One ◽  
Training Position ◽  
Quantitative Importance

AbstractThe current situation in the German apprenticeship market is characterized by two contradictory developments. On the one hand, establishments are experiencing increasing problems filling the training positions they offer, and the number of vacant training positions is climbing. On the other hand, the transition into training is still difficult for many young people, and the number of unsuccessful vocational training applicants is rising. Hence, matching supply with demand is becoming increasingly difficult in the German job market for training positions. Using the Linked Employer-Employee dataset (LIAB) from the Institute for Employment Research (IAB), our paper provides a closer examination of the phenomenon of unfilled training positions. It presents an overview of the evolution of vacant training positions in eastern and western Germany and attempts to explain the number of vacancies by investigating the factors responsible for the establishments’ inability to fill their training positions. We assume that training position vacancies are due not only to internal company reasons such as firm size or the wage offer for apprentices but also to external conditions such as general regional factors. Therefore, our analysis also considers the situation on the demand side of the labor market within a region. The results of our multilevel mixed-effects estimations show that in addition to characteristics on the enterprise level, regional determinants also affect the share of vacant apprenticeships. With respect to establishment-related factors, mainly characteristics that describe the attractiveness of the firm prove to be important. With regard to regional-specific factors, we find that the availability of school leavers in a region in addition to the level of regional-sectoral competition impacts the recruiting success of establishments. Our analysis also shows that there are remarkable differences between eastern and western Germany concerning both the quantitative importance of unfilled training positions and the factors affecting them.

scholarly journals Understanding employee turnover in humanitarian organizations

2016 ◽  
Vol 48 (4) ◽  
pp. 208-214 ◽  
Author(s):  
Rameshwar Dubey ◽  
Angappa Gunasekaran ◽  
Nezih Altay ◽  
Stephen J Childe ◽  
Thanos Papadopoulos
Keyword(s):  
Employee Turnover ◽  
Factor Loading ◽  
Personal Factors ◽  
Related Factors ◽  
Content Type ◽  
Factors Affecting ◽  
Work Related ◽  
Humanitarian Organizations ◽  
Using Data ◽  
High Level

Purpose – At a time when the number and seriousness of disasters seems to be increasing, humanitarian organizations find that besides their challenging work they are faced with problems caused by a high level of turnover of staff. The paper aims to discuss these issues. Design/methodology/approach – Based on the 24 variables leading to employee turnover identified by Cotton and Tuttle (1986) the authors analyse the work-related, external and personal factors affecting employee turnover in humanitarian organizations, using a survey of members of the Indian National Institute of Disaster Management. Findings – Results indicated that the three factors are present. Of the external factors, only employment perception had a factor loading over 0.7; of the work-related factors, all were significant; of the personal factors, biographical information, marital status, number of dependants, aptitude and ability and intelligence had the highest loadings. It was also shown that behavioural intentions and net expectation were not significant. Originality/value – Only a few studies reported on employee turnover and its reasons are not well understood in the context of humanitarian organizations. To address this need, the aim of this paper is to explore the personal reasons impacting employee turnover in humanitarian organizations. In the study the authors have adopted 24 variables used in Cotton and Tuttle (1986) and classified into constructs to explain turnover, and further tested the model using data gathered from humanitarian organizations.

Quality of life in breast cancer sufferers

2016 ◽  
Vol 29 (7) ◽  
pp. 721-732 ◽  
Author(s):  
Ahmed Essmat Shouman ◽  
Nahla Fawzy Abou El Ezz ◽  
Nivine Gado ◽  
Amal Mahmoud Ibrahim Goda
Keyword(s):  
Breast Cancer ◽  
Quality Of Life ◽  
Family Income ◽  
Early Stage ◽  
Functional Domain ◽  
Related Factors ◽  
Specific Patient ◽  
Content Type ◽  
Factors Affecting

Purpose – The purpose of this paper is to measure health-related quality of life (QOL) among patients with early stage cancer breast under curative treatment at department of oncology and nuclear medicine at Ain Shams University Hospitals. Identify factors affecting QOL among these patients. Design/methodology/approach – A cross-sectional study measured QOL among early stage female breast cancer (BC) patients and determined the main factors affecting their QOL. Three interviewer administered questionnaires were used. Findings – The physical domain mostly affected in BC patients and the functional domain least. Socio-demographic factors that significantly affected BC patients QOL scores were patient age, education, having children and family income. Specific patient characteristics include caregiver presence – a factor that affected different QOL scores. Age at diagnosis, affection in the side of the predominant hand, post-operative chemotherapy and difficulty in obtaining the medication were the disease-related factors that affected QOL scores. Originality/value – The final model predicting QOL for early stage female BC patients included age, education and difficulty in obtaining the medication as determinants for total QOL score. Carer presence was the specific patient characteristic that affected different QOL scores.

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