How AI chatbots have reshaped the frontline interface in China: examining the role of sales–service ambidexterity and the personalization–privacy paradox

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hua Fan ◽  
Bing Han ◽  
Wei Gao ◽  
Wenqian Li
Keyword(s):  
Artificial Intelligence ◽  
Mixed Methods Research ◽  
Online Survey ◽  
Polynomial Regression ◽  
Customer Experience ◽  
Human Machine Interaction ◽  
Content Type ◽  
Positive Effects ◽  
Privacy Paradox ◽  
Machine Interaction

PurposeThis study serves two purposes: (1) to evaluate the effects of organizational ambidexterity by examining how the balanced and the combined sales–service configurations of chatbots differ in their abilities to enhance customer experience and patronage and (2) to apply information boundary theory to assess the contingent role that chatbot sales–service ambidexterity can play in adapting to customers' personalization–privacy paradox.Design/methodology/approachAn online survey of artificial intelligence chatbots users was conducted, and a mixed-methods research design involving response surface analysis and polynomial regression was adopted to address the research aim.FindingsThe results of polynomial regressions on survey data from 507 online customers indicated that as the benefits of personalization decreased and the risk to privacy increased, the inherently negative (positive) effects of imbalanced (combined) chatbots' sales–service ambidexterity had an increasing (decreasing) influence on customer experience. Furthermore, customer experience fully mediated the association of chatbots' sales–service ambidexterity with customer patronage.Originality/valueFirst, this study enriches the literature on frontline ambidexterity and extends it to the setting of human–machine interaction. Second, the study contributes to the literature on the personalization–privacy paradox by demonstrating the importance of frontline ambidexterity for adapting to customer concerns. Third, the study examines the conduit between artificial intelligence (AI) chatbots' ambidexterity and sales performance, thereby helping to reconcile the previously inconsistent evidence regarding this relationship.

scholarly journals Radiology Community Attitude in Saudi Arabia about the Applications of Artificial Intelligence in Radiology

Healthcare ◽  
2021 ◽  
Vol 9 (7) ◽  
pp. 834
Author(s):  
Magbool Alelyani ◽  
Sultan Alamri ◽  
Mohammed S. Alqahtani ◽  
Alamin Musa ◽  
Hajar Almater ◽  
...  
Keyword(s):  
Artificial Intelligence ◽  
Saudi Arabia ◽  
Vital Role ◽  
Human Machine Interaction ◽  
The Future ◽  
Level Of Knowledge ◽  
Electronic Questionnaires ◽  
Machine Interaction ◽  
Applications Of Ai

Artificial intelligence (AI) is a broad, umbrella term that encompasses the theory and development of computer systems able to perform tasks normally requiring human intelligence. The aim of this study is to assess the radiology community’s attitude in Saudi Arabia toward the applications of AI. Methods: Data for this study were collected using electronic questionnaires in 2019 and 2020. The study included a total of 714 participants. Data analysis was performed using SPSS Statistics (version 25). Results: The majority of the participants (61.2%) had read or heard about the role of AI in radiology. We also found that radiologists had statistically different responses and tended to read more about AI compared to all other specialists. In addition, 82% of the participants thought that AI must be included in the curriculum of medical and allied health colleges, and 86% of the participants agreed that AI would be essential in the future. Even though human–machine interaction was considered to be one of the most important skills in the future, 89% of the participants thought that it would never replace radiologists. Conclusion: Because AI plays a vital role in radiology, it is important to ensure that radiologists and radiographers have at least a minimum understanding of the technology. Our finding shows an acceptable level of knowledge regarding AI technology and that AI applications should be included in the curriculum of the medical and health sciences colleges.

scholarly journals Revisiting customer loyalty toward mobile e-commerce in the hospitality industry: does brand viscosity matter?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jialin Snow Wu ◽  
Shun Ye ◽  
Chen Jerry Zheng ◽  
Rob Law
Keyword(s):  
Online Survey ◽  
Brand Management ◽  
Switching Costs ◽  
Mobile App ◽  
Integrative Model ◽  
Equation Modeling ◽  
Content Type ◽  
Affective Factors ◽  
Positive Effects ◽  
The Impact

Purpose To better understand how to retain hospitality customers in the fierce competition among mobile applications, this study aims to propose and empirically validates an integrative framework, which elaborates how conscious and subconscious factors, together with affective factors, may induce app loyalty and how brand viscosity moderates such effects. Design/methodology/approach The authors conducted an online survey to collect data and received a total of 268 valid responses. This study splits the data into two groups (brand viscosity vs non-viscosity). Then, the authors performed a multi-group structural equation modeling with Chi-square difference tests to compare the model between the two groups. Findings The findings support the integrative model and reveal that the influence of app satisfaction on loyalty is stronger for app users who do not stick to one brand across the website and mobile app channels. Moreover, for those with brand viscosity, habit and switching cost are two significant determinants that exert positive effects in inducing app loyalty. Research limitations/implications Brand viscosity across different channels matters for the effects of habit and switching costs in shaping app loyalty. E-commerce managers should elaborate on brand management among various booking channels and establish effective digital marketing strategies to facilitate the formation of usage habits and switching costs and to enhance brand viscosity across channels. Originality/value This research advances the knowledge of app loyalty in hospitality by providing a comprehensive explanatory framework from affective, conscious and subconscious lenses. This research is among the first to unveil the impact of brand viscosity on the links between loyalty and its determinants.

Exploring donor's intention in charitable crowdfunding: intrinsic and extrinsic motivations

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yuangao Chen ◽  
Ruyi Dai ◽  
Lu Wang ◽  
Shuiqing Yang ◽  
Yixiao Li ◽  
...  
Keyword(s):  
Structural Equation ◽  
Online Survey ◽  
Ease Of Use ◽  
Theory And Practice ◽  
Self Determination ◽  
Equation Modeling ◽  
Perceived Ease Of Use ◽  
Content Type ◽  
Positive Effects ◽  
Intrinsic Motivations

PurposeThis study adopts self-determination theory and stimulus-organism-response framework to develop a model that explores the motivations of such donors by considering their self-determination needs and extrinsic and intrinsic motivations.Design/methodology/approachBased on online survey data collected from 436 crowdfunding donors in China, this study follows a structural equation modeling analysis to test hypotheses.FindingsThe results indicate that perceived ease of use, perceived self-efficacy and social connection have positive effects on the donation intentions of backers through a combination of extrinsic and intrinsic motivations.Originality/valueThe findings shed light on various extrinsic and intrinsic motivations advancing knowledge of individual fund motivation in donation-based crowdfunding and provide guidelines for the development of donation-based crowdfunding theory and practice.

Synchronous Physiological Electrical Fields

2016 ◽  
pp. 107-127
Author(s):  
J.F. Pagel
Keyword(s):  
Artificial Intelligence ◽  
Cognitive Processing ◽  
Current Knowledge ◽  
Human Machine Interaction ◽  
Similar Frequency ◽  
Electrical Fields ◽  
Electrical Potentials ◽  
Interface Potential ◽  
External Stimuli ◽  
Machine Interaction

Humans utilize sensory and motor systems developed genetically, physically and socially for interfacing with our external environment. We use these same systems to interface in our interactions with artificial intelligence. There are other functioning central nervous system (CNS) systems, however, involved in cognitive processing for which the function and environmental interface is less clear. The synchronous physiologic electrical field system utilizes broadcast extracellular electrical fields for a wide variety of CNS functions. The operations of this system are usually non-conscious and most apparent during sleep (especially the conscious states of sleep that include dreaming), and un-focused waking. The electrical fields of this system are altered and affected by both internal and external stimuli. These fields can be monitored and analyzed by artificial intelligence (AI) systems, and independently of human input, AI systems can utilize similar frequency based electrical potentials to convey data, communicate, supply power, and to store memory. From both human and AI perspectives, these systems have the potential to function more fully in human/machine interaction. This chapter reviews our current knowledge as to function, current interactive approaches, and interface potential for these physiological electrical fields.

Ambient Intelligence Environments

2011 ◽  
pp. 92-98 ◽  
Author(s):  
Carlos Ramos
Keyword(s):  
Artificial Intelligence ◽  
Embedded Systems ◽  
Ambient Intelligence ◽  
New World ◽  
Physical World ◽  
Human Being ◽  
Human Machine Interaction ◽  
Artificial Intelligence Research ◽  
Essential Knowledge ◽  
Machine Interaction

The trend in the direction of hardware cost reduction and miniaturization allows including computing devices in several objects and environments (embedded systems). Ambient Intelligence (AmI) deals with a new world where computing devices are spread everywhere (ubiquity), allowing the human being to interact in physical world environments in an intelligent and unobtrusive way. These environments should be aware of the needs of people, customizing requirements and forecasting behaviours. AmI environments may be so diverse, such as homes, offices, meeting rooms, schools, hospitals, control centers, transports, touristic attractions, stores, sport installations, and music devices. Ambient Intelligence involves many different disciplines, like automation (sensors, control, and actuators), human-machine interaction and computer graphics, communication, ubiquitous computing, embedded systems, and, obviously, Artificial Intelligence. In the aims of Artificial Intelligence, research envisages to include more intelligence in the AmI environments, allowing a better support to the human being and the access to the essential knowledge to make better decisions when interacting with these environments

A varietal-specific approach to investigate wine risk perception in South Africa

2019 ◽  
Vol 31 (4) ◽  
pp. 640-659
Author(s):  
Nadia Van der Colff ◽  
Chris Pentz ◽  
Helene Nieuwoudt
Keyword(s):  
Mixed Methods ◽  
Risk Perception ◽  
South African ◽  
Mixed Methods Research ◽  
Online Survey ◽  
Statistical Significance ◽  
Research Approach ◽  
Convenience Sample ◽  
Content Type ◽  
Chenin Blanc

Purpose This study aims to describe South African consumers’ wine risk perception on varietal level with recommendations for Chenin blanc. Design/methodology/approach An exploratory mixed methods approach was followed where qualitative data were used to develop the questionnaire. Quantitative data were collected from 2,051 respondents using an online survey. ANOVA and Fischer least significance difference tests were used to indicate statistical significance. Findings Significant perceived risks (PRs) associated with Chenin blanc across age and ethnic groups were functional, time and financial risks. Risk-reducing strategies (RRS) in the white wine category were favourite brands and a trusted store, while Sauvignon blanc was also described as an RRS. Recommended Chenin blanc RRS include tastings and events with food. Research limitations/implications Measurement of PR remains challenging. This research approach can be reproduced and/or adapted to investigate other struggling varietals and/or regions-of-origin. The convenience sample limits generalisability. Practical implications Segments were identified to develop new markets for Chenin blanc. RRS emphasise the importance of real sensory experience rather than media exposure to build knowledge and familiarity. Originality/value This study is a pioneering endeavour in terms of using an exploratory mixed methods research approach to investigate and describe risk perception of a specific wine varietal. Recommendations, with implications for strategic marketing decisions, are made for South African Chenin blanc.

An intelligent interface for online interaction

1984 ◽  
Vol 9 (1) ◽  
pp. 7-18 ◽  
Author(s):  
A. Vickery
Keyword(s):  
Artificial Intelligence ◽  
Online Interaction ◽  
Search System ◽  
Human Machine Interaction ◽  
Retrieval Systems ◽  
Intelligent Interface ◽  
Machine Interaction

In this paper, the author discusses the ways of improving the performance of online retrieval systems by introducing an automated interface between the enquirer and the system. In the first part of the paper, the main features of such human/machine interaction and the characteristics that the user would like to see incorporated in an interface, are de scribed. Then, studies in artificial intelligence that are particu larly relevant to the problems of implementing an intelligent interface, are discussed. The author concludes with a summary of automated mechanisms that will be needed to improve the quality of interaction between the user and the search system.

scholarly journals Learning and usefulness stemming from collaboration in a maritime crisis management exercise in Northern Norway

2018 ◽  
Vol 27 (1) ◽  
pp. 129-140 ◽  
Author(s):  
Leif Inge Magnussen ◽  
Eric Carlstrøm ◽  
Jarle Løwe Sørensen ◽  
Glenn-Egil Torgersen ◽  
Erlend Fritjof Hagenes ◽  
...  
Keyword(s):  
Mixed Methods Research ◽  
Design Methodology ◽  
Online Survey ◽  
Research Approach ◽  
Content Type ◽  
Emergency Personnel ◽  
Training Schemes ◽  
Learning And Collaboration ◽  
The Relationship ◽  
Practical Implications

Purpose This research investigates the perceived collaboration between public, private, and volunteer organisations during maritime crisis work, with an emphasis on learning and collaboration. The purpose of this paper is to investigate participants’ perceived collaboration training in relation to learning and usefulness. Design/methodology/approach The exercise studied in this research was run in the far North in Norway. It was estimated by the participants to be Europe’s most extensive exercise in 2016. Mixed methods research approach was applied, i.e. on-site observations, photos and interviews were conducted during the exercise. After the exercise, an online survey was distributed to emergency personnel holding different positions in conjunction with this exercise. Findings As reported, the exercise contributed to new insights on the relationship between collaboration and learning. The study showed that collaborative elements in exercises contribute to perceived learning (R=0.86, R2=0.74), and that learning in turn had a perceived beneficial effect on actual emergency work (R=0.79, R2=0.62). Research limitations/implications The possible research implications from this study include more focus on collaboration and new training schemes that could increase learning and usefulness. Practical implications Collaboration between actors seemed to suffer from the size of the exercise. A smaller exercise, less dependency on predetermined scripts, and more receptivity towards improvisation could improve collaboration. Social implications Increased awareness on the outcomes of collaboration exercise might increase their learning and usefulness, providing societies with improved rescue services. Originality/value This research implies that increased perceived collaboration has an effect on learning and usefulness in maritime exercises.

Personality determinants of need for interaction with a retail employee and its impact on self-service technology (SST) usage intentions

2017 ◽  
Vol 11 (3) ◽  
pp. 214-231 ◽  
Author(s):  
Hyun-Joo Lee
Keyword(s):  
Structural Equation ◽  
Online Survey ◽  
Equation Modeling ◽  
Thinking Style ◽  
Content Type ◽  
Positive Effects ◽  
Negative Effect ◽  
Experiential Thinking ◽  
Low Levels ◽  
Self Service

Purpose The purpose of this study was, first, to link interpersonal-hedonic values, intuitive-experiential thinking style, external locus of control (LOC) and sociability to the need for interaction with a retail employee; and, second, to empirically test the moderating effect of the time convenience of self-service technologies (SSTs) on the proposed relationships in the model. Design/methodology/approach This study was conducted in a retail setting in which an automated checkout process occurred with the use of self-checkout systems. A self-administered, online survey approach was utilized targeting consumer panel members. Data were analyzed using structural equation modeling. Findings Interpersonal-hedonic values, external LOC and sociability emerged as reliable antecedents of the need for interaction with a retail employee, whereas the intuitive-experiential thinking style did not. This study also showed the inverse relationship between the need for interaction with a retail employee and the intentions to use SSTs. In relation to the moderating role of the time convenience of SSTs, the positive effects of interpersonal-hedonic values, intuitive-experiential thinking style, external LOC and sociability on the need for interaction with a retail employee were shown lesser for consumers with low levels of the time convenience of SSTs. The negative effect of the need for interaction with a retail employee on the intentions to use SSTs was shown to be greater for consumers with low levels of the time convenience of SSTs. Originality/value The present study adds to a growing body of literature on SSTs by exploring the causal and hierarchical effects of personality traits that determine the intentions to use SSTs.

scholarly journals Influences of artificial intelligence (AI) awareness on career competency and job burnout

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Haiyan Kong ◽  
Yue Yuan ◽  
Yehuda Baruch ◽  
Naipeng Bu ◽  
Xinyu Jiang ◽  
...  
Keyword(s):  
Artificial Intelligence ◽  
Adverse Effect ◽  
Human Capital ◽  
Human Resources ◽  
Hospitality Industry ◽  
Job Burnout ◽  
Content Type ◽  
Positive Effects ◽  
The Relationship ◽  
Career Competencies

Purpose The prevalence of artificial intelligence (AI) has considerably affected management and society. This paper aims to explore its potential impact on hospitality industry employees, bringing enlightenment to both employees and managers. Design/methodology/approach Data were collected from a survey of 432 employees who worked in full-service hotels in China. Structural equation modeling (SEM) was used to analyze the data. Findings Results presented a positive relationship between AI awareness and job burnout. No significant direct relationship was found between AI awareness and career competencies. Organizational commitment mediated the relationship between AI awareness and career competencies, as well as the relationship between AI awareness and job burnout. Research limitations/implications This study contributes to human resource management in the hospitality industry to theoretical and practical aspects. Theoretically, it enriched both career theory and fit theory. Practically, this study reminds managers to pay attention to the adverse effect of AI on human capital. It also enlightens the manager to think of the positive effects that AI may bring. Managers should provide proper support to overcome AI’s threat to human resources. Practical implications Practically, this study reminds managers to pay attention to the adverse effect of AI on human capital. It also enlightens the manager to think of the positive effects that AI may bring. Managers should provide proper support to overcome AI’s threat to human resources. Originality/value The study aims to analyze the impact of AI from a career perspective. It provided theoretical support and evidence for hotel managers for the effects of AI awareness on hotel employees. The study conveys a potential topic of concern that the hospitality industry may face in the future.

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