Honesty, social presence, and self-service in retail

Retail self-service checkouts (SCOs) can benefit consumers and retailers, providing control and autonomy to shoppers independent from staff. Recent research indicates that the lack of presence of staff may provide the opportunity for consumers to behave dishonestly. This study examined whether a social presence in the form of visual, humanlike SCO interface agents had an effect on dishonest user behaviour. Using a simulated SCO scenario, participants experienced various dilemmas in which they could financially benefit themselves undeservedly. We hypothesised that a humanlike social presence integrated within the checkout screen would receive more attention and result in fewer instances of dishonesty compared to a less humanlike agent. Our hypotheses were partially supported by the results. We conclude that companies adopting self-service technology may consider the implementation of social presence to support ethical consumer behaviour, but that more research is required to explore the mixed findings in the current study

The ethics of digital well-being: a multidisciplinary perspective

This chapter serves as an introduction to the edited collection of the same name, which includes chapters that explore digital well-being from a range of disciplinary perspectives, including philosophy, psychology, economics, health care, and education. The purpose of this introductory chapter is to provide a short primer on the different disciplinary approaches to the study of well-being. To supplement this primer, we also invited key experts from several disciplines—philosophy, psychology, public policy, and health care—to share their thoughts on what they believe are the most important open questions and ethical issues for the multi-disciplinary study of digital well-being. We also introduce and discuss several themes that we believe will be fundamental to the ongoing study of digital well-being: digital gratitude, automated interventions, and sustainable co-well-being

Empowerment or Engagement? Digital Health Technologies for Mental Healthcare

We argue that while digital health technologies (e.g. artificial intelligence, smartphones, and virtual reality) present significant opportunities for improving the delivery of healthcare, key concepts that are used to evaluate and understand their impact can obscure significant ethical issues related to patient engagement and experience. Specifically, we focus on the concept of empowerment and ask whether it is adequate for addressing some significant ethical concerns that relate to digital health technologies for mental healthcare. We frame these concerns using five key ethical principles for AI ethics (i.e. autonomy, beneficence, non-maleficence, justice, and explicability), which have their roots in the bioethical literature, in order to critically evaluate the role that digital health technologies will have in the future of digital healthcare

Perspectives from the private sector on the trade facilitation tools and instruments being implemented in SADC and COMESA : a case of Malawi

The researcher observed that little or no attention was being paid to the realities and experiences that the Malawian private sector faced when using various Trade Facilitation (TF) measures being implemented by Malawi within the context of Southern African Development Community (SADC) and Common Market for Eastern and Southern Africa (COMESA) and when trading within the SADC and COMESA regions. Notable gaps were identified in the overall TF management process in Malawi. This study made an assessment of each TF measure that Malawi introduced and implemented within the context of SADC and COMESA, analysing its benefits and challenges from a private-sector perspective. Questionnaires and interviews were used to get in-depth, objective and honest perspective from the private sector on these TF measures. The findings of the study revealed that the various TF measures implemented brought: universal and common tariff coding and measurement units for goods; certainty and predictability in the classification of goods; speedy release of goods; reduced delays in transit time; preferential rates of duty for the private sector. Other anticipated results include a further reduction in insurance and bond costs and faster sharing of information, once other measures are fully implemented. In brief, most TF measures reduced the cost of doing business. However, challenges were also found and they included: limited and selective awareness and involvement of the private sector during both consultation and implementation of the TF instruments; unharmonised implementation of the TF measures; notable lack of trust between customs and trade community; notable delays in implementation of some measures; no post-mortem and audit of the TF measures to check and confirm the successes and challenges that the TF measures have brought into the trade chain; poor selection and management of stakeholders to involve; secretive acts over TF information; and weaknesses in the legal frameworks of SADC and COMESA. A further analysis of these issues is presented in chapter four and chapter five

Recording brain activity can function as an implied social presence and alter neural connectivity.

People often behave differently when they know they are being watched. Here, we report the first investigation of whether such social presence effects also include brain monitoring technology, and also their impacts on the measured neural activity. We demonstrate that merely informing participants that fMRI has the potential to observe (thought-related) brain activity is sufficient to trigger changes in functional connectivity within and between relevant brain networks that have been previously associated selectively with executive and attentional control as well as self-relevant processing, social cognition, and theory of mind. These results demonstrate that an implied social presence, mediated here by recording brain activity with fMRI, can alter brain functional connectivity. These data provide a new manipulation of social attention, as well as shining light on a methodological hazard for researchers using equipment to monitor brain activity

Chatbots and virtual assistants vs. human agents in IT customer support

While the integration of technology in customer support continues to thrive, its application in IT settings displays exciting advancements but severe limitations. For years, companies have had to balance operational efficiency with quality human interactions in providing customer support services across the globe. In the interconnected world today, end-user transparency and a seamless user experience are more critical than ever. IT customer support resides within a complicated system of technologies and human-set measures that vary across users and technological capabilities. This master’s thesis goes beyond the dynamics of chatbots and virtual assistants against human agents to research the combined impact of these service providers on customer experiences and operational efficiency. The research focuses on the proportionality of automated and human services in a Ukrainian-Swedish IT outsourcing company to offer an indicator for IT support strategies. This study explores various phenomena through quantitative surveys and qualitative interviews. It examines user satisfaction, the real success quotient of service technologies, and strategically customized inclusion in serious business arrangements. The focus areas cover enhancing communication efficiencies, making customer interaction deeper, and providing more advanced technology. Ultimately, this thesis predicts a future where technology and human service agents merge to produce more user-friendly, empathetic, and intuitive IT customer support. AI and machine learning skills, coupled with other managerial policy designs will help stakeholders meet users’ needs comfortably and optimally exceed user expectation levels, developing a responsive engaged customer support system

Surveying The Virtual World. A Large Scale Survey in Second Life Using the Virtual Data Collection Interface (VDCI)

Technology has always introduced changes in the way researchers administer surveys. A new technology known as virtual worlds has now emerged that promises to change data collection once again. Virtual worlds are persistent, online, computer-rendered spaces populated by hundreds, thousands, or even millions of people at a time. Previously, this population has only been surveyed in ways that required respondents to exit the virtual world before giving their answers. No survey method has existed whereby they could be surveyed while remaining present in the virtual space. Needless to say, this is less than ideal for any survey about the respondent’s attitudes, perceptions, and behavior within the virtual world itself. This study introduces a method for solving this problem and a tool that allows surveys entirely within a virtual environment. The method is introduced as Virtual Assisted Self Interview (VASI), and the tool for implementing it, the Virtual Data Collection Interface (VDCI). The tool was created and deployed in the virtual world Second Life (SL), where users were asked questions about demographics and quality of life. The valid response numbers for the survey (N=2094) make it the largest in-virtualworld data collection seen so far. This paper discusses the VDCI and describes several different sampling methods, as well as results that provide unique, new insights into virtual world populations. It is found, for example, that the demographic make-up of SL is unlike that of other virtual worlds. Moreover, the SL population is unlike that of other worlds in its approach to gender-switching. The limitations and new hazards of virtual world survey research are also discussed, especially survey "hacking" by individuals hoping to exploit the survey for financial gain. Despite the challenges, the results generally suggest that the VDCI is a valuable new research tool for obtaining representative data on virtual world population.VASI, VDCI, Second Life, Survey Plan, Fieldwork