Boost Customer Loyalty With Online Support: The Case Of Mobile Telecomms Providers

The paper explores the effect of customer satisfaction with online supporting services on loyalty to providers of an offline core service. Supporting services are provided to customers before, during or after the purchase of a tangible or intangible core product, and have the purpose of enhancing or facilitating the use of this product. The Internet has the potential to dominate all other marketing channels when it comes to the interactive and personalized communication that is considered quintessential for supporting services. Our study shows that the quality of online supporting services powerfully affects satisfaction with the provider and customer loyalty through its effect on online value and enjoyment. Managerial implications are provided.marketing ;

Artificial Intelligence And Big Data Technologies To Close The Achievement Gap.

We observe achievement gaps even in rich western countries, such as the UK, which in principle have the resources as well as the social and technical infrastructure to provide a better deal for all learners. The reasons for such gaps are complex and include the social and material poverty of some learners with their resulting other deficits, as well as failure by government to allocate sufficient resources to remedy the situation. On the supply side of the equation, a single teacher or university lecturer, even helped by a classroom assistant or tutorial assistant, cannot give each learner the kind of one-to-one attention that would really help to boost both their motivation and their attainment in ways that might mitigate the achievement gap. In this chapter Benedict du Boulay, Alexandra Poulovassilis, Wayne Holmes, and Manolis Mavrikis argue that we now have the technologies to assist both educators and learners, most commonly in science, technology, engineering and mathematics subjects (STEM), at least some of the time. We present case studies from the fields of Artificial Intelligence in Education (AIED) and Big Data. We look at how they can be used to provide personalised support for students and demonstrate that they are not designed to replace the teacher. In addition, we also describe tools for teachers to increase their awareness and, ultimately, free up time for them to provide nuanced, individualised support even in large cohorts

Layered evaluation of interactive adaptive systems : framework and formative methods

Peer reviewedPostprin

Turing-Test Evaluation of a Mobile Haptic Virtual Reality Kissing Machine

Various communication systems have been developed to integrate the haptic channel in digital communication. Future directions of such haptic technologies are moving towards realistic virtual reality applications and human-robot social interaction. With the digitisation of touch, robots equipped with touch sensors and actuators can communicate with humans on a more emotional and intimate level, such as sharing a hug or kiss just like humans do. This paper presents the design guideline, implementation and evaluations of a novel haptic kissing machine for smart phones - the Kissenger machine. The key novelties and contributions of the paper are: (i) A novel haptic kissing device for mobile phones, which uses dynamic perpendicular force stimulation to transmit realistic sensations of kissing in order to enhance intimacy and emotional connection of digital communication; (ii) Extensive evaluations of the Kissenger machine, including a lab experiment that compares mediated kissing with Kissenger to real kissing, a unique haptic Turing test that involves the first academic study of humanmachine kiss, and a field study of the effects of Kissenger on long distance relationships

Social touch in human–computer interaction

Touch is our primary non-verbal communication channel for conveying intimate emotions and as such essential for our physical and emotional wellbeing. In our digital age, human social interaction is often mediated. However, even though there is increasing evidence that mediated touch affords affective communication, current communication systems (such as videoconferencing) still do not support communication through the sense of touch. As a result, mediated communication does not provide the intense affective experience of co-located communication. The need for ICT mediated or generated touch as an intuitive way of social communication is even further emphasized by the growing interest in the use of touch-enabled agents and robots for healthcare, teaching, and telepresence applications. Here, we review the important role of social touch in our daily life and the available evidence that affective touch can be mediated reliably between humans and between humans and digital agents. We base our observations on evidence from psychology, computer science, sociology, and neuroscience with focus on the first two. Our review shows that mediated affective touch can modulate physiological responses, increase trust and affection, help to establish bonds between humans and avatars or robots, and initiate pro-social behavior. We argue that ICT mediated or generated social touch can (a) intensify the perceived social presence of remote communication partners and (b) enable computer systems to more effectively convey affective information. However, this research field on the crossroads of ICT and psychology is still embryonic and we identify several topics that can help to mature the field in the following areas: establishing an overarching theoretical framework, employing better research methodologies, developing basic social touch building blocks, and solving specific ICT challenges

Tune in to your emotions: a robust personalized affective music player

The emotional power of music is exploited in a personalized affective music player (AMP) that selects music for mood enhancement. A biosignal approach is used to measure listeners’ personal emotional reactions to their own music as input for affective user models. Regression and kernel density estimation are applied to model the physiological changes the music elicits. Using these models, personalized music selections based on an affective goal state can be made. The AMP was validated in real-world trials over the course of several weeks. Results show that our models can cope with noisy situations and handle large inter-individual differences in the music domain. The AMP augments music listening where its techniques enable automated affect guidance. Our approach provides valuable insights for affective computing and user modeling, for which the AMP is a suitable carrier application

MODEL DAN FAKTOR PENERIMAAN MOBILE WEBSITE UNTUK E-GOVERNMENT: LITERATURE REVIEW

Inovasi dan kemudahan penggunaan (perceived ease of use or usability) e-Government merupakan faktor yang menyebabkan rendahnya penerimaan e-Government di kalangan masyarakat, baik pengguna internal pemerintahan maupun masyarakat pada umumnya. Mengingat pesatnya perkembangan teknologi mobile, pengembangan website dalam versi mobile merupakan inovasi dalam upaya meningkatkan keterlibatan dan keinginan masyarakat untuk menggunakan website e-Government. Selain itu, berdasarkan aspek kemudahan, penting bagi desainer atau developer mobile website untuk memahami dan menyesuaikan desain mobile website dengan target pengguna. Dalam merancang desain visual, perancang juga diminta untuk mempertimbangkan aspek psikomotorik, kognitif, dan afektif pengguna untuk mengoptimalkan penggunaan teknologi. Ketiga aspek tersebut biasa digunakan oleh pengguna untuk menilai apakah suatu inovasi teknologi mudah diterima atau tidak oleh penggun