211 research outputs found

    The nexus between e-marketing, e-service quality, e-satisfaction and e-loyalty: a cross-sectional study within the context of online SMEs in Ghana

    Get PDF
    The spread of the Internet, the proliferation of mobile devices, and the onset of the COVID-19 pandemic have given impetus to online shopping in Ghana and the subregion. This situation has also created opportunities for SMEs to take advantage of online marketing technologies. However, there is a dearth of studies on the link between e-marketing and e-loyalty in terms of online shopping, thereby creating a policy gap on the prospects for business success for online SMEs in Ghana. Therefore, the purpose of the study was to examine the relationship between the main independent variable, e-marketing and the main dependent variable, e-loyalty, as well as the mediating roles of e-service quality and e-satisfaction in the link between e-marketing and e-loyalty. The study adopted a positivist stance with a quantitative method. The study was cross-sectional in nature with the adoption of a descriptive correlational design. A Structural Equation Modelling approach was employed to examine the nature of the associations between the independent, mediating and dependent variables. A sensitivity analysis was also conducted to control for the potential confounding effects of the demographic factors. A sample size of 1,293 residents in Accra, Ghana, who had previously shopped online, responded to structured questionnaire in an online survey via Google Docs. The IBM SPSS Amos 24 software was used to analyse the data collected. Positive associations were found between the key constructs in the study: e-marketing, e-service quality, e-satisfaction and e-Loyalty. The findings from the study gave further backing to the diffusion innovation theory, resource-based view theory, and technology acceptance model. In addition, e-service quality and e-satisfaction individually and jointly mediated the relationship between e-marketing and e-loyalty. However, these mediations were partial, instead of an originally anticipated full mediation. In terms of value and contribution, this is the first study in a developing economy context to undertake a holistic examination of the key marketing performance variables within an online shopping context. The study uniquely tested the mediation roles of both e-service quality and e-satisfaction in the link between e-marketing and e-loyalty. The findings of the study are novel in the e-marketing literature as they unearthed the key antecedents of e-loyalty for online SMEs in a developing economy context. The study suggested areas for further related studies and also highlighted the limitations

    Human-AI Interaction – Investigating the Impact on Individuals and Organizations

    Get PDF
    Artificial intelligence (AI) has become increasingly prevalent in consumer and business applications, equally affecting individuals and organizations. The emergence of AI-enabled systems, i.e., systems harnessing AI capabilities that are powered by machine learning (ML), is primarily driven by three technological trends and innovations: increased use of cloud computing allowing large-scale data collection, the development of specialized hardware, and the availability of software tools for developing AI-enabled systems. However, recent research has mainly focused on technological innovations, largely neglecting the interaction between humans and AI-enabled systems. Compared to previous technologies, AI-enabled systems possess some unique characteristics that make the design of human-AI interaction (HAI) particularly challenging. Examples of such challenges include the probabilistic nature of AIenabled systems due to their dependence on statistical patterns identified in data and their ability to take over predictive tasks previously reserved for humans. Thus, it is widely agreed that existing guidelines for human-computer interaction (HCI) need to be extended to maximize the potential of this groundbreaking technology. This thesis attempts to tackle this research gap by examining both individual-level and organizational-level impacts of increasing HAI. Regarding the impact of HAI on individuals, two widely discussed issues are how the opacity of complex AI-enabled systems affects the user interaction and how the increasing deployment of AI-enabled systems affects performance on specific tasks. Consequently, papers A and B of this cumulative thesis address these issues. Paper A addresses the lack of user-centric research in the field of explainable AI (XAI), which is concerned with making AI-enabled systems more transparent for end-users. It is investigated how individuals perceive explainability features of AI-enabled systems, i.e., features which aim to enhance transparency. To answer this research question, an online lab experiment with a subsequent survey is conducted in the context of credit scoring. The contributions of this study are two-fold. First, based on the experiment, it can be observed that individuals positively perceive explainability features and have a significant willingness to pay for them. Second, the theoretical model for explaining the purchase decision shows that increased perceived transparency leads to increased user trust and a more positive evaluation of the AI-enabled system. Paper B aims to identify task and technology characteristics that determine the fit between an individual's tasks and an AI-enabled system, as this is commonly believed to be the main driver for system utilization and individual performance. Based on a qualitative research approach in the form of expert interviews, AI-specific factors for task and technology characteristics, as well as the task-technology fit, are developed. The resulting theoretical model enables empirical research to investigate the relationship between task-technology fit and individual performance and can also be applied by practitioners to evaluate use cases of AI-enabled system deployment. While the first part of this thesis discusses individual-level impacts of increasing HAI, the second part is concerned with organizational-level impacts. Papers C and D address how the increasing use of AI-enabled systems within organizations affect organizational justice, i.e., the fairness of decision-making processes, and organizational learning, i.e., the accumulation and dissemination of knowledge. Paper C addresses the issue of organizational justice, as AI-enabled systems are increasingly supporting decision-making tasks that humans previously conducted on their own. In detail, the study examines the effects of deploying an AI-enabled system in the candidate selection phase of the recruiting process. Through an online lab experiment with recruiters from multinational companies, it is shown that the introduction of so-called CV recommender systems, i.e., systems that identify suitable candidates for a given job, positively influences the procedural justice of the recruiting process. More specifically, the objectivity and consistency of the candidate selection process are strengthened, which constitute two essential components of procedural justice. Paper D examines how the increasing use of AI-enabled systems influences organizational learning processes. The study derives propositions from conducting a series of agent-based simulations. It is found that AI-enabled systems can take over explorative tasks, which enables organizations to counter the longstanding issue of learning myopia, i.e., the human tendency to favor exploitation over exploration. Moreover, it is shown that the ongoing reconfiguration of deployed AI-enabled systems represents an essential activity for organizations aiming to leverage their full potential. Finally, the results suggest that knowledge created by AI-enabled systems can be particularly beneficial for organizations in turbulent environments

    Skilling up for CRM: qualifications for CRM professionals in the Fourth Industrial Revolution

    Get PDF
    The 4th industrial revolution (4IR) describes a series of innovations in artificial intelligence, ubiquitous internet connectivity, and robotics, along with the subsequent disruption to the means of production. The impact of 4IR on industry reveals a construct called Industry 4.0. Higher education, too, is called to transform to respond to the disruption of 4IR, to meet the needs of industry, and to maximize human flourishing. Education 4.0 describes 4IR’s impact or predicted impact or intended impact on higher education, including prescriptions for HE’s transformation to realize these challenges. Industry 4.0 requires a highly skilled workforce, and a 4IR world raises questions about skills portability, durability, and lifespan. Every vertical within industry will be impacted by 4IR and such impact will manifest in needs for diverse employees possessing distinct competencies. Customer relationship management (CRM) describes the use of information systems to implement a customer-centric strategy and to practice relationship marketing (RM). Salesforce, a market leading CRM vendor, proposes its products alone will generate 9 million new jobs and $1.6 trillion in new revenues for Salesforce customers by 2024. Despite the strong market for CRM skills, a recent paper in a prominent IS journal claims higher education is not preparing students for CRM careers. In order to supply the CRM domain with skilled workers, it is imperative that higher education develop curricula oriented toward the CRM professional. Assessing skills needed for specific industry roles has long been an important task in IS pedagogy, but we did not find a paper in our literature review that explored the Salesforce administrator role. In this paper, we report the background, methodology, and results of a content analysis of Salesforce Administrator job postings retrieved from popular job sites. We further report the results of semi-structured interviews with industry experts, which served to validate, revise, and extend the content analysis framework. Our resulting skills framework serves as a foundation for CRM curriculum development and our resulting analysis incorporates elements of Education 4.0 to provide a roadmap for educating students to be successful with CRM in a 4IR world

    Systematic Approaches for Telemedicine and Data Coordination for COVID-19 in Baja California, Mexico

    Get PDF
    Conference proceedings info: ICICT 2023: 2023 The 6th International Conference on Information and Computer Technologies Raleigh, HI, United States, March 24-26, 2023 Pages 529-542We provide a model for systematic implementation of telemedicine within a large evaluation center for COVID-19 in the area of Baja California, Mexico. Our model is based on human-centric design factors and cross disciplinary collaborations for scalable data-driven enablement of smartphone, cellular, and video Teleconsul-tation technologies to link hospitals, clinics, and emergency medical services for point-of-care assessments of COVID testing, and for subsequent treatment and quar-antine decisions. A multidisciplinary team was rapidly created, in cooperation with different institutions, including: the Autonomous University of Baja California, the Ministry of Health, the Command, Communication and Computer Control Center of the Ministry of the State of Baja California (C4), Colleges of Medicine, and the College of Psychologists. Our objective is to provide information to the public and to evaluate COVID-19 in real time and to track, regional, municipal, and state-wide data in real time that informs supply chains and resource allocation with the anticipation of a surge in COVID-19 cases. RESUMEN Proporcionamos un modelo para la implementación sistemática de la telemedicina dentro de un gran centro de evaluación de COVID-19 en el área de Baja California, México. Nuestro modelo se basa en factores de diseño centrados en el ser humano y colaboraciones interdisciplinarias para la habilitación escalable basada en datos de tecnologías de teleconsulta de teléfonos inteligentes, celulares y video para vincular hospitales, clínicas y servicios médicos de emergencia para evaluaciones de COVID en el punto de atención. pruebas, y para el tratamiento posterior y decisiones de cuarentena. Rápidamente se creó un equipo multidisciplinario, en cooperación con diferentes instituciones, entre ellas: la Universidad Autónoma de Baja California, la Secretaría de Salud, el Centro de Comando, Comunicaciones y Control Informático. de la Secretaría del Estado de Baja California (C4), Facultades de Medicina y Colegio de Psicólogos. Nuestro objetivo es proporcionar información al público y evaluar COVID-19 en tiempo real y rastrear datos regionales, municipales y estatales en tiempo real que informan las cadenas de suministro y la asignación de recursos con la anticipación de un aumento de COVID-19. 19 casos.ICICT 2023: 2023 The 6th International Conference on Information and Computer Technologieshttps://doi.org/10.1007/978-981-99-3236-

    The Data Trust Solution to Data Sharing Problems

    Get PDF
    A small number of large companies hold most of the world’s data. Once in the hands of these companies, data subjects have little control over the use and sharing of their data. Additionally, this data is not generally available to small and medium enterprises or organizations who seek to use it for social good. A number of solutions have been proposed to limit Big Tech “power,” including antitrust actions and stricter privacy laws, but these measures are not likely to address both the oversharing and under-sharing of personal data. Although the data trust concept is being actively explored in the United Kingdom, European Union, and Canada, this is the first Article to take an in-depth look at the viability of data trusts from a US perspective. A data trust is a governance device that places an independent fiduciary intermediary between Big Tech and human data subjects. This Article explores how data trusts might be configured as bundles of contracts in the information supply chain. In addition to their benefits for the social good, data trusts might contribute to relieve some of the tension between EU and US privacy practices

    Public Innovation and Digital Transformation

    Get PDF
    Public innovation and digitalization are reshaping organizations and society in various ways and within multiple fields, as innovations are essential in transforming our world and addressing global sustainability and development challenges. This book addresses the fascinating relationship of these two contemporary topics and explores the role of digital transformation in promoting public innovation. This edited collection includes examples of innovations that emerge suddenly, practices for processing innovations, and the requirements for transformation from innovation to the ""new normal"". Acknowledging that public innovation refers to the development and realization of new and creative ideas that challenge conventional wisdom and disrupt the established practices within a specific context, expert contributions from international scholars explore and illustrate the various activities that are happening in the world of multiple digitalization opportunities. The content covers public administration, technical and business management, human, social, and future sciences, paying attention to the interaction between public and private sectors to utilize digitalization in order to facilitate public innovation. This timely book will be of interest to researchers, academics and students in the fields of technology and innovation management, as well as knowledge management, public service management and administration

    Implementing Multi Agent Systems (MAS)-based trust and reputation in smart IoT environments : A thesis submitted in partial fulfilment of the requirements for the Degree of Doctor of Philosophy at Lincoln University

    Get PDF
    The Internet of Things (IoT) provides advanced services by interconnecting a huge number of heterogeneous smart things (virtual or physical devices) through existing interoperable information and communication technologies. As IoT devices become more intelligent, they will have the ability to communicate and cooperate with each other. In doing so, enormous amount of sensitive data will flow within the network such as a credit card information, medical data, factory details, pictures and videos. With sensitive data flowing through the network, privacy becomes one of most important issues facing IoT. Studies of data sensitivity and privacy indicate the importance of evaluating the trustworthiness of IoT participants to maximize the satisfaction and the performance of the IoT applications. It is also important to maintain successful collaboration between the devices deployed in the network and ensure all devices operate in a trustworthy manner. This research aims to determine: How to select the best service provider in an IoT environment based on the trustworthiness and the reputation of the service provider? To achieve this, we proposed an IoT agent-based decentralized trust and reputation model IoT-CADM (Comprehensive Agent-based Decision-making Model for IoT) to select the best service providers for a particular service based on multi-context quality of services. IoT-CADM as a novel trust and reputation model, is developed for the smart multi-agent IoT environment to gather information from entities and score them using a new trust and reputation scoring mechanism. IoT-CADM aims to ensure that the service consumers are serviced by the best service providers in the IoT environment which in turn maximizes the service consumers’ satisfaction, which lead the IoT entities to operate and make-decisions on behalf of its owner in a trustworthy manner. To evaluate the performance of the proposed model against some other well-known models like ReGreT, SIoT, and R-D-C, we implemented a scenario based on the SIPOC Supply Chain approach developed using an agent development framework called JADE. This research used the TOPSIS approach to compare and rank the performance of these models based on different parameters that have been chosen carefully for fair comparison. The TOPSIS result confirmed that the proposed IoT-CADM has the highest performance. In addition, the model can be tuned to its parameters weight to adapt to varying scenarios in honest and dishonest agents’ environments

    The Proceedings of the 23rd Annual International Conference on Digital Government Research (DGO2022) Intelligent Technologies, Governments and Citizens June 15-17, 2022

    Get PDF
    The 23rd Annual International Conference on Digital Government Research theme is “Intelligent Technologies, Governments and Citizens”. Data and computational algorithms make systems smarter, but should result in smarter government and citizens. Intelligence and smartness affect all kinds of public values - such as fairness, inclusion, equity, transparency, privacy, security, trust, etc., and is not well-understood. These technologies provide immense opportunities and should be used in the light of public values. Society and technology co-evolve and we are looking for new ways to balance between them. Specifically, the conference aims to advance research and practice in this field. The keynotes, presentations, posters and workshops show that the conference theme is very well-chosen and more actual than ever. The challenges posed by new technology have underscored the need to grasp the potential. Digital government brings into focus the realization of public values to improve our society at all levels of government. The conference again shows the importance of the digital government society, which brings together scholars in this field. Dg.o 2022 is fully online and enables to connect to scholars and practitioners around the globe and facilitate global conversations and exchanges via the use of digital technologies. This conference is primarily a live conference for full engagement, keynotes, presentations of research papers, workshops, panels and posters and provides engaging exchange throughout the entire duration of the conference

    Public Innovation and Digital Transformation

    Get PDF
    Public innovation and digitalization are reshaping organizations and society in various ways and within multiple fields, as innovations are essential in transforming our world and addressing global sustainability and development challenges. This book addresses the fascinating relationship of these two contemporary topics and explores the role of digital transformation in promoting public innovation. This edited collection includes examples of innovations that emerge suddenly, practices for processing innovations, and the requirements for transformation from innovation to the "new normal". Acknowledging that public innovation refers to the development and realization of new and creative ideas that challenge conventional wisdom and disrupt the established practices within a specific context, expert contributions from international scholars explore and illustrate the various activities that are happening in the world of multiple digitalization opportunities. The content covers public administration, technical and business management, human, social, and future sciences, paying attention to the interaction between public and private sectors to utilize digitalization in order to facilitate public innovation. This timely book will be of interest to researchers, academics and students in the fields of technology and innovation management, as well as knowledge management, public service management and administration.fi=vertaisarvioitu|en=peerReviewed

    Climate, Society and Elemental Insurance

    Get PDF
    In this book, world-leading social scientists come together to provide original insights on the capacities and limitations of insurance in a changing world. Climate change is fundamentally changing the ways we insure, and the ways we think about insurance. This book moves beyond traditional economics and financial understandings of insurance to address the social and geopolitical dimensions of this powerful and pervasive part of contemporary life. Insurance shapes material and social realities, and is shaped by them in turn. The contributing authors of this book show how insurance constitutes and is constituted through the traditional elements of earth, water, air, fire, and the novel element of big data. The applied and theoretical insights presented through this novel elemental approach reveal that insurance is more dynamic, multifaceted, and spatially variegated than commonly imagined. This book is an authoritative source on the capacities and limitations of insurance. It is a go-to reference for researchers and students in the social sciences – particularly those with an interest in economics and finance, and how these intersect with geography, politics, and society. It is also relevant for those in the disaster, environmental, health, natural, and social sciences who are interested in the role of insurance in addressing risk, resilience, and adaptation
    corecore