One-Voice Strategy for Customer Engagement

2020 ◽  
pp. 109467052091026 ◽  
Author(s):  
Jagdip Singh ◽  
Satish Nambisan ◽  
R. Gary Bridge ◽  
Jürgen Kai-Uwe Brock
Keyword(s):  
Artificial Intelligence ◽  
Conceptual Framework ◽  
Interaction Space ◽  
Customer Engagement ◽  
Service Firms ◽  
Firm Capabilities ◽  
Research And Practice ◽  
Machine Age ◽  
Research Questions ◽  
Core Capabilities

Machine-age technologies, including automation, robotics, and artificial intelligence, are profoundly expanding the variety of service interfaces and therefore the possible ways that customers and firms can interact across customer journeys. This expansion challenges service firms’ capabilities to deliver coherent streams of interactions for effective customer engagement. This article develops a conceptual framework of firm capabilities that enable firms to operate with “one voice” to deliver seamless, harmonious, and reliable interactions across diverse interfaces in a customer journey. The proposed framework integrates three themes: (1) service interaction space to capture the interrelationship among devices, interfaces, interactions, and journeys; (2) learning and coordination as core capabilities for generating and using intelligence, respectively, to enhance customer engagement in subsequent interactions; and (3) one-voice strategy to configure learning and coordination capabilities in combinations that meet conditions of fitness and equifinality for effective customer engagement. We provide several research questions and priorities to guide research and practice.

scholarly journals Responsible Urban Innovation with Local Government Artificial Intelligence (AI): A Conceptual Framework and Research Agenda

2021 ◽  
Vol 7 (1) ◽  
pp. 71
Author(s):  
Tan Yigitcanlar ◽  
Juan M. Corchado ◽  
Rashid Mehmood ◽  
Rita Yi Man Li ◽  
Karen Mossberger ◽  
...  
Keyword(s):  
Artificial Intelligence ◽  
Local Government ◽  
Conceptual Framework ◽  
Research Agenda ◽  
Future Studies ◽  
Expert Team ◽  
Research Questions ◽  
Urban Problems ◽  
Technological Opportunities ◽  
Made In

The urbanization problems we face may be alleviated using innovative digital technology. However, employing these technologies entails the risk of creating new urban problems and/or intensifying the old ones instead of alleviating them. Hence, in a world with immense technological opportunities and at the same time enormous urbanization challenges, it is critical to adopt the principles of responsible urban innovation. These principles assure the delivery of the desired urban outcomes and futures. We contribute to the existing responsible urban innovation discourse by focusing on local government artificial intelligence (AI) systems, providing a literature and practice overview, and a conceptual framework. In this perspective paper, we advocate for the need for balancing the costs, benefits, risks and impacts of developing, adopting, deploying and managing local government AI systems in order to achieve responsible urban innovation. The statements made in this perspective paper are based on a thorough review of the literature, research, developments, trends and applications carefully selected and analyzed by an expert team of investigators. This study provides new insights, develops a conceptual framework and identifies prospective research questions by placing local government AI systems under the microscope through the lens of responsible urban innovation. The presented overview and framework, along with the identified issues and research agenda, offer scholars prospective lines of research and development; where the outcomes of these future studies will help urban policymakers, managers and planners to better understand the crucial role played by local government AI systems in ensuring the achievement of responsible outcomes.

scholarly journals Reshaping the contexts of online customer engagement behavior via artificial intelligence: A conceptual framework

2020 ◽  
Author(s):  
Rodrigo Perez-Vega ◽  
Valtteri Kaartemo ◽  
Cristiana R. Lages ◽  
Niloofar Borghei Razavi ◽  
Jaakko Männistö
Keyword(s):  
Artificial Intelligence ◽  
Conceptual Framework ◽  
Customer Engagement ◽  
Engagement Behavior

Chatbot for Online Customer Service

2021 ◽  
pp. 16-31
Author(s):  
Ree Chan Ho
Keyword(s):  
Artificial Intelligence ◽  
Conceptual Framework ◽  
Knowledge Sharing ◽  
Mobile Devices ◽  
Customer Service ◽  
Customer Engagement ◽  
Service Satisfaction ◽  
Integrative Framework ◽  
Trust Theory ◽  
Shed Light

Chatbot has become popular in recent years due to the advancements in artificial intelligence and other underlying technologies. Likewise, increased internet interactivity and smarter mobile devices have specifically attracted more consumers to pursue superior and personalized customer service. The aim of this chapter was therefore to better understand the use of chatbots by online businesses to shed light on its effect on customer service satisfaction. The commitment trust theory served as the underlying theoretical foundation for the conceptual framework of this study. It explored the relationships among trust, commitment, service quality, and technology towards the use of chatbots. Subsequently, customer engagement gained has influenced the knowledge sharing and the referral to other customers. This chapter presented an integrative framework for predicting the use of chatbots to enhance customer bonding with firms. The main contribution was the list of antecedents needed to improve customer engagement in the implementation of chatbots.

Social media engagement, service complexity, and experiential quality in US hospitals

2020 ◽  
Vol 34 (6) ◽  
pp. 833-845 ◽  
Author(s):  
Youngsu Lee ◽  
Joonhwan In ◽  
Seung Jun Lee
Keyword(s):  
Social Media ◽  
Demographic Data ◽  
Positive Association ◽  
Customer Engagement ◽  
Service Firms ◽  
Multiple Sources ◽  
Cross Sectional ◽  
Content Type ◽  
Social Media Engagement ◽  
Experiential Quality

Purpose As social media platforms become increasingly popular among service firms, many US hospitals have been using social media as a means to improve their patients’ experiences. However, little research has explored the implications of social media use within a hospital context. The purpose of this paper is to investigate a hospital’s customer engagement through social media and its association with customers’ experiential quality. Also, this study examines the role of a hospital’s service characteristics, which could shape the nature of the interactions between patients and the hospital. Design/methodology/approach Data from 669 hospitals with complete experiential quality and demographic data were collected from multiple sources of secondary data, including the rankings of social media friendly hospitals, the Hospital Compare database, the Center for Medicare and Medicaid (CMS) cost report, the CMS impact file, the Healthcare Information and Management Systems Society Analytics database and the Dartmouth Atlas of Health Care. Specifically, the authors designed the instrumental variable estimate to address the endogeneity issue. Findings The empirical results suggest a positive association between a hospital’s social media engagement and experiential quality. For hospitals with a high level of service sophistication, the association between online engagement and experiential quality becomes more salient. For hospitals offering various services, offline engagement is a critical predictor of experiential quality. Research limitations/implications A hospital with more complex services should make efforts to engage customers through social media for better patient experiences. The sample is selected from databases in the US, and the databases are cross-sectional in nature. Practical implications Not all hospitals may be better off improving the patient experience by engaging customers through social media. Therefore, practitioners should exercise caution in applying the study’s results to other contexts and in making causal inferences. Originality/value The current study delineates customer engagement through social media into online and offline customer engagement. This study is based on the theory of customer engagement and reflects the development of mobile technology. Moreover, this research may be considered as pioneering in that it considers the key characteristics of a hospital’s service operations (i.e., service complexity) when discovering the link between customers’ engagement through a hospital’s social media and experiential quality.

scholarly journals Human-Centered Artificial Intelligence for Designing Accessible Cultural Heritage

2021 ◽  
Vol 11 (2) ◽  
pp. 870
Author(s):  
Galena Pisoni ◽  
Natalia Díaz-Rodríguez ◽  
Hannie Gijlers ◽  
Linda Tonolli
Keyword(s):  
Artificial Intelligence ◽  
Literature Review ◽  
Cultural Heritage ◽  
Conceptual Framework ◽  
Interaction Design ◽  
Participatory Design ◽  
Future Directions ◽  
Heritage Sites ◽  
Review Analysis

This paper reviews the literature concerning technology used for creating and delivering accessible museum and cultural heritage sites experiences. It highlights the importance of the delivery suited for everyone from different areas of expertise, namely interaction design, pedagogical and participatory design, and it presents how recent and future artificial intelligence (AI) developments can be used for this aim, i.e.,improving and widening online and in situ accessibility. From the literature review analysis, we articulate a conceptual framework that incorporates key elements that constitute museum and cultural heritage online experiences and how these elements are related to each other. Concrete opportunities for future directions empirical research for accessibility of cultural heritage contents are suggested and further discussed.

scholarly journals Artificial intelligence in hospitals: providing a status quo of ethical considerations in academia to guide future research

AI & Society ◽  
2021 ◽  
Author(s):  
Milad Mirbabaie ◽  
Lennart Hofeditz ◽  
Nicholas R. J. Frick ◽  
Stefan Stieglitz
Keyword(s):  
Artificial Intelligence ◽  
Citation Network ◽  
Status Quo ◽  
Biomedical Ethics ◽  
Future Research ◽  
Ethical Considerations ◽  
Ethical Discourse ◽  
The Status ◽  
Clinical Environments ◽  
Research Questions

AbstractThe application of artificial intelligence (AI) in hospitals yields many advantages but also confronts healthcare with ethical questions and challenges. While various disciplines have conducted specific research on the ethical considerations of AI in hospitals, the literature still requires a holistic overview. By conducting a systematic discourse approach highlighted by expert interviews with healthcare specialists, we identified the status quo of interdisciplinary research in academia on ethical considerations and dimensions of AI in hospitals. We found 15 fundamental manuscripts by constructing a citation network for the ethical discourse, and we extracted actionable principles and their relationships. We provide an agenda to guide academia, framed under the principles of biomedical ethics. We provide an understanding of the current ethical discourse of AI in clinical environments, identify where further research is pressingly needed, and discuss additional research questions that should be addressed. We also guide practitioners to acknowledge AI-related benefits in hospitals and to understand the related ethical concerns.

scholarly journals Artificial Intelligence in Education (AIEd): a high-level academic and industry note 2021

AI and Ethics ◽  
2021 ◽  
Author(s):  
Muhammad Ali Chaudhry ◽  
Emre Kazim
Keyword(s):  
Artificial Intelligence ◽  
Intelligent Tutoring Systems ◽  
Policy Makers ◽  
Tutoring Systems ◽  
Research And Practice ◽  
The Past ◽  
Artificial Intelligence In Education ◽  
Potential Impact ◽  
High Level ◽  
Contextualized Learning

AbstractIn the past few decades, technology has completely transformed the world around us. Indeed, experts believe that the next big digital transformation in how we live, communicate, work, trade and learn will be driven by Artificial Intelligence (AI) [83]. This paper presents a high-level industrial and academic overview of AI in Education (AIEd). It presents the focus of latest research in AIEd on reducing teachers’ workload, contextualized learning for students, revolutionizing assessments and developments in intelligent tutoring systems. It also discusses the ethical dimension of AIEd and the potential impact of the Covid-19 pandemic on the future of AIEd’s research and practice. The intended readership of this article is policy makers and institutional leaders who are looking for an introductory state of play in AIEd.

scholarly journals Taking Another Look: Thoughts on Behavioral Symptoms in Dementia and Their Measurement

Healthcare ◽  
2018 ◽  
Vol 6 (4) ◽  
pp. 126 ◽  
Author(s):  
Diana Woods ◽  
Kathleen Buckwalter
Keyword(s):  
Nursing Home ◽  
Theoretical Perspective ◽  
Models Of Care ◽  
Nursing Home Placement ◽  
Behavioral Symptoms ◽  
Pharmacological Treatments ◽  
Research And Practice ◽  
Research Questions ◽  
Home Placement ◽  
Care Costs

This article proposes taking another look at behavioral symptoms of dementia (BSDs) both from a theoretical perspective that informs research and practice and from a measurement perspective. We discuss why this rethinking of behaviors impacts current models of care and our ability to better detect outcomes from interventions. We propose that BSDs be viewed from a pattern perspective and provide some suggestions for how to identify and measure these patterns that can influence the timing and type of intervention. Evidence suggests that BSDs are complex, sequential, patterned clusters of behavior recurring repeatedly in the same individual and escalate significantly without timely intervention. However, BSDs are frequently viewed as separate behaviors rather than patterns or clusters of behaviors, a view that affects current research questions as well as the choice, timing, and outcomes of interventions. These symptoms cause immense distress to persons with the disease and their caregivers, trigger hospitalizations and nursing home placement, and are associated with increased care costs. Despite their universality and that symptoms manifest across disease etiologies and stages, behaviors tend to be underrecognized, undertreated, and overmanaged by pharmacological treatments that may pose more harm than benefit.

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