Interpersonal deceit and lie-detection using computer-mediated communication

This thesis examines the use of computer-mediated communication for lie-detection and interpersonal deceit. The literature within the fields of lie-detection and mediated communication are reviewed and it is proposed that there is a lack of knowledge surrounding how people use CMC to deceive one another. Qualitative research was carried out in order to address this shortcoming, exploring the self-reported experiences of chat room users who have been exposed to online deceit. Reports were provided that describe the misrepresentation of age, gender, vocation, affection, and appearance. The importance of stereotypes in driving suspicions is also emphasised within the reports. It is suggested that this key characteristic has more dominance in CMC than it would do face-to-face because of the occlusion of the traditional nonstrategic clues to deceit. Evidence for an alternative set of nonstrategic leakage clues was examined further by conducting a variant of the Guilty-Knowledge test within the context of a CMC based crime. It was found that participants exhibited a response time inhibition effect when presented with 'guilty knowledge' and that this effect was detectable through a standard two-button mouse. The use of such nonstrategic cues to deceit was explored further in a study that examined how CMC might be used to add additional control to a Statement Validity Assessment truth-validation test. It was found that the content analysis technique used by SVA was unable in its present form to correctly distinguish between truthful and fabricated statements of participants interviewed using a CMC chat program. In addition, it was found that the deletion-behaviours of participants fabricating a story within CMC provided no quantitative or qualitative evidence that they were lying

Individual trust and the internet

The emergence of Web 2.0 technologies and associated services heralded a second generation of the Internet emphasising collaboration and sharing amongst users. This resulted in a seismic shift in the relationship between individual consumers and firms but also between individual consumers and the Internet as a system. Consumers, not firms, became an emerging locus of value production and through the ability to publish and connect with known and unknown others, an emerging locus of power (Berthon, Pitt, Plangger, & Shapiro, 2012). Powered by broadband telecommunications and device connectivity, the intensity of these changes was further deepened by being freed from the desktop to the mobile web. We are more connected now than ever before. The high levels of societal interconnectedness encouraged by the internet have made trust an even more vital ingredient in today’s society (Hardin, 2006). The more recent development of Web 3.0 technology emphasises ubiquitous connectivity and a machine-facilitated understanding of information that may once more change the locus of activity, value production and control. In order to keep pace with the issues of contemporary society, trust researchers must consider the how trust relationships and perceptions operate and are influenced by the online environment. This chapter will discuss how traditional trust concepts translate to the online context and will examine empirical literature on online trust at three different levels. Interpersonal trust between individuals using the internet as a medium for communication is particularly relevant in a world where personal and professional relationships are increasingly mediated by technology. We will also discuss the role of the internet in relationships between individuals and organisations with particular attention to the provision of e-services. Finally, we discuss trust in the system of the internet itself as a distributed connected infrastructure made up of indirect system service providers which are often nameless or in the background. Our focus in the chapter is on individual trust in other individuals, organisations and the system of the internet itself. Trust from the perspective of the organisation may also be of interest to trust scholars. This includes issues relating to organisational trust in individuals, inter-organisational trust, and organisational trust in the system of the Internet itself however these topics are outside of the scope of this chapter (see Perks & Halliday, 2003; Ratnasingam, 2005)

The Role of Enterprise Social Media during the COVID-19 Pandemic: Insights from Leaders' Experience

The COVID-19 pandemic impacted workplaces, with public health orders requiring people to shift their workplaces into their homes. Consequently, many organisations pivoted to online operation and utilised technology such as Enterprise Social Media (ESM) to help manage this transition. In this study we explore leaders' diverse use of ESM during the pandemic, including whether it was used for performance management and how it shaped leaders’ social behaviour. We conducted fifteen semi-structured interviews with leaders in a large Australian University using the ESM technology. Our results explore the nuances of ESM use during this time including how it was used as a social tool, a communication tool, and as an informal means to collect performance data. Interviews also revealed concerns with ESM use such as privacy and information redundancy. Our work advances the Task-Technology Fit (TTF) literature by conceptualising cognitive and affective mechanisms to understand how utilisation moderates TTF outcomes. These mechanisms are contingent on how leaders use ESM and the level of their interactions and engagements. We identify practical implications of ESM use at a time of crisis including leader training, clear guidelines for internal communication, efficient information sharing practices, and informed consent for ESM-related data collection practices

A structural model to examine the antecedents and consequences of customer with experiential brands

Despite the increasing attention towards customer experience, empirical research to explain this notion, its antecedents and its consequences is still limited. Hence, this research aims to develop a framework of customer experience based on a number of antecedents that influence customer experience in the service sector. This paper presents the first part of the study which includes the review of literature, the application of netnography method to the development of customer experience construct, the development of the research measures and the hypotheses development for the structural model. The second part of the study, which is presented in another paper, provides the results of the empirical study and discusses the findings of the structural model

The Impact of Trust on Acceptance of Online Banking

Major benefits of Online Banking include for banks cost savings, and for customers convenience. Nevertheless, many people perceive Internet banking as risky. This paper introduces a tentative conceptual framework. Trust will be integrated into the Technology Acceptance Model – TAM - (Davis, 1989). Recent research showed that Trust has a striking influence on user willingness to engage in online exchanges of money and personal sensitive information. Detailed literature about Online Banking and Trust is provided. TAM is discussed in depth; external variables that are suitable for the Online Banking context is suggested. In addition the theoretical justification for the conceptual framework integration is discussed. Finally managerial implications and recommendations for Online Banking acceptance are suggested

An assessment of brand experience knowledge literature: using bibliometric data to identify future research direction

There is wide consensus that the brand experience literature (BEL) suffers from a deficit in conceptual works. This study argues that, for brand experience research to overcome its conceptual insipidity, it must reexamine the core of its intellectual structure to rediscover what ‘an experience provided by brands’ truly implies. The purpose of this paper is to reconceptualize and present a future research framework for research into the concept of brand experience, by identifying both the core and peripheral sources of knowledge of the concept and its association with brand meaning. Through a bibliometric process covering 136 articles published between 2002 and 2018, resulting in a database of 2,698 citations, this brand experience conceptual paper fills a critical research gap by providing the first full-scale bibliometric study to date of the BEL, using a combination of high citation and co-citation metrics. Based on this conceptual reorientation, a matrix for future development is presented, enabling the reader to visualize the scope and breadth of potential brand experience research horizons in areas relating to customer experience, consumer-brand relationship, online brand experience and sensory brand experience. The four approaches listed in the matrix – firm-based, social constructionist, virtuality and embodiment – provide a roadmap for future brand experience research undertakings to explore the rich potential of experience evoked by brands

Why so serious? Theorising playful model-driven group decision support with situated affectivity

This is the author accepted manuscript. The final version is available from Springer via the DOI in this record.An integrative approach to theorising behavioural, affective and cognitive processes in modeldriven group decision support (GDS) interventions is needed to gain insight into the (micro-)processes by which outcomes are accomplished. This paper proposes that the theoretical lens of situated affectivity, grounded in recent extensions of scaffolded mind models, is suitable to understand the performativity of affective micro-processes in model-driven GDS interventions. An illustrative vignette of a humorous micro-moment in a group decision workshop is presented to reveal the performativity of extended affective scaffolding processes for group decision development. The lens of situated affectivity constitutes a novel approach for the study of interventionist practice in the context of group decision making (and negotiation). An outlook with opportunities for future research is offered to facilitate an integrated approach to the study of cognitive-affective and behavioural micro-processes in model-driven GDS interventions.This work was supported in part by the EU FP7-ENERGY- SMARTCITIES-2012 (314277) project STEEP (Systems Thinking for Comprehensive City Efficient Energy Planning

The effects of store atmosphere on shopping behaviour - A literature review.

This paper provides an insight into how the atmospherics of a retail environment influence shopping behaviour. Its objective is to support researchers and practitioners by summarizing the current state of knowledge and identifying gaps and avenues for future research. The scope covers studies in retail marketing and environmental psychology published during the last 35 years. It has been shown that environmental cues (music, scent etc.) have an effect on the emotional state of the consumer, which in turn causes behavioural changes, both positive (approach, buy more, stay longer etc.) and negative (not approach, buy less, leave earlier etc.). Most studies make reference to the PAD model, which proposes that the relevant emotions in this process can be measured along three dimensions Pleasure, Arousal and Dominance (Mehrabian, A. & Russell, J.A.,1974, An approach to environmental psychology, Cambridge, MA.: MIT Press). Since then, significant advances have been made to understand the effect of individual cues, their interaction, as well as the role of moderators, such as gender, age, or shopping motivation. However, there are a number of opportunities for further research. Too little is known about the moderating effects of Arousal and Dominance and how they interact with each other and with Pleasure dimension. Also a number of other moderators, such as gender and culture, should be integrated into the model