The Role of Technical and Process Quality of Chatbots: A Case Study from the Insurance Industry

Artificial intelligence (AI) influences customer service through benefits, such as reliability, availability, and economic efficiency. However, AI applications also involve challenges of user acceptance and quality concerns. To address these challenges, we investigate the factors that impact AI preference and adoption among users of a chatbot in a real customer service scenario. We focus on Emma, a customer service chatbot at a large Finnish insurance company. Our analysis, based on an online survey administered to 225 consumers using the chatbot for their customer service needs, shows that customers are reasonably satisfied with Emma, though they are generally do not prefer AI over a human. Users’ perceived process quality relating to “soft” aspects of interaction is quintessential in strengthening technical quality relating to effectiveness and efficiency of service, both contributing to AI preference. Thus, the chatbot’s problem-solving ability acts as a hygiene factor, which alone cannot ensure adoption. As a pleasing and useful interaction is prerequisite for user experience, organizations should consider both technical and process quality when implementing chatbots in customer service

The rise of inconspicuous consumption

Ever since Veblen and Simmel, luxury has been synonymous with conspicuous consumption. In this conceptual paper we demonstrate the rise of inconspicuous consumption via a wide-ranging synthesis of the literature. We attribute this rise to the signalling ability of traditional luxury goods being diluted, a preference for not standing out as ostentatious during times of economic hardship, and an increased desire for sophistication and subtlety in design in order to further distinguish oneself for a narrow group of peers. We decouple the constructs of luxury and conspicuousness, which allows us to reconceptualise the signalling quality of brands and the construct of luxury. This also has implications for understanding consumer behaviour practices such as counterfeiting and suggests that consumption trends in emerging markets may take a different path from the past

The Core Value Compass: visually evaluating the goodness of brands that do good

yesBrands that do good for the society as well as for themselves are motivated by the core values they espouse, which necessitates a better understanding of what qualities a true core value must possess. The inherent tension within brands that do good, between commercial interests to increase competitiveness, and societal interests that are closely linked to the brand’s authenticity, has largely been overlooked. Hence, we develop and demonstrate a relatively easy-to-apply visual tool for evaluating core values based on a set of ‘goodness’ criteria derived from extant theory. The Core Value Compass adopts a paradox-based, evolutionary perspective by incorporating the inherent tensions within true core values, and classifying them according to their temporal orientation. Thus, we contribute towards a better understanding of underlying tensions of core values and provide a practical tool that paves the way for improved, and indeed ethical, corporate branding strategies. Furthermore, we demonstrate the Compass’ application using the case of a public sector brand, which is a quintessential brand that does good. Therefore, we also contribute to the nascent theoretical discourse on public sector branding. This paper therefore adds to the notable attempts to bridge the gap between theory and practice in core values-based corporate branding

Assessment of strain measurement techniques to characterise mechanical properties of structural steel

Strain measurement is important in mechanical testing. A wide variety of techniques exists for measuring strain in the tensile test; namely the strain gauge, extensometer, stress and strain determined by machine crosshead motion, Geometric Moire technique, optical strain measurement techniques and others. Each technique has its own advantages and disadvantages. The purpose of this study is to quantitatively compare the strain measurement techniques. To carry out the tensile test experiments for S 235, sixty samples were cut from the web of the I-profile in longitudinal and transverse directions in four different dimensions. The geometry of samples are analysed by 3D scanner and vernier caliper. In addition, the strain values were determined by using strain gauge, extensometer and machine crosshead motion. Three techniques of strain measurement are compared in quantitative manner based on the calculation of mechanical properties (modulus of elasticity, yield strength, tensile strength, percentage elongation at maximum force) of structural steel. A statistical information was used for evaluating the results. It is seen that the extensometer and strain gauge provided reliable data, however the extensometer offers several advantages over the strain gauge and crosshead motion for testing structural steel in tension. Furthermore, estimation of measurement uncertainty is presented for the basic material parameters extracted through strain measurement

Can a stressed oncologist be good in a consultation? A qualitative study on the oncologists' perception

The aim of this exploratory study was to examine how the working conditions and job stress of private practice oncologists (PPOs) affect their interaction with patients. Data for the study were collected through semi-structured interviews with PPOs selected based on purposeful sampling criteria. The data were evaluated using content analysis. Factors perceived by PPOs to influence their level of stress and patient care were some of their own personal characteristics as well as working conditions both within and outside their practices. Apart from being able to name specific stressors (e. g. dysfunctional organisational workflow and interruptions during medical encounters), the oncologists also mentioned individual and organisational resources (e. g. professional experience, well-educated nurses and good work organisation) for coping with job stress and improving interaction with patients. Within this study, we identified some obstacles on the individual and organisational level for good patient care, as working conditions which might lead to time pressure and stress, which subsequently have an impact on quality in patient care (e.g. less time for personal issues during patient consultations). Future stress research should conduct a more in-depth investigation of these and other interventions at both the individual and organisational levels in order to improve patient care