LEVERAGING PUSHED SELF-TRACKING IN THE HEALTH INSURANCE INDUSTRY: HOW DO INDIVIDUALS PERCEIVE SMART WEARABLES OFFERED BY INSURANCE ORGANIZATION?

Mobile sensor devices such as smart wearables and activity trackers open up new opportunities to be used in the health care sector. Moreover, since the positive effects of wearable technologies on individuals have been examined, and with fitness trackers becoming significance in preventing chronical conditions which are typically caused by the lack of regular physical activity and causing problems in weight gain and obesity, diabetes and/or osteoporosis has led the statutory health insurance companies in different countries to introduce fitness trackers as part of their reward systems. The objective of this study is to empirically examine individual’s overall perception and experience with mobile fit-ness tracker, drivers as well as adoption barriers, with a particular focus on individual attitude and response when these trackers are implemented in novel services offered by professional health insurance companies. Based on 32 qualitative interviews with users, non-users and experts from insurance companies, our study will contribute toward a better understanding of individuals’ smart wearable perception and adoption in the context of health insurance companies

Remote Service Satisfaction: An Initial Examination

As more providers establish remote services for remote repair, remote diagnosis and maintenance purposes to provide greater value to their customers, understanding what creates a satisfying customer experience becomes crucial. Even though this understanding appears crucial, no studies have examined the factors that make customers satisfied with remote services. To partly fill this void, the authors examine the role that customer perceptions of (1) remote service technology, (2) remote service workflow, (3) economic value, (4) information exchange, (5) interaction, (6) remote service individualization, and (7) auxiliary services play in customer remote service satisfaction assessments. They find that remote service technology, remote service workflow, and interaction are the dominant factors in customer assessments of satisfaction. The authors discuss the implications of these findings and offer directions for future research

Examining User Perceptions of Brain-Computer Interfaces for Practical Applications: An Exploratory Study

The idea of controlling technology with your thoughts only is becoming reality with the emergence of consumer-grade Brain-Computer Interfaces (BCI). Understanding how regular users perceive this innovative way of controlling their devices is crucial, as it offers a more seamless and intuitive method of interacting with technology. Despite the improving capabilities and smaller form factor of BCI, its potential usage by non-medical users remains largely unexplored. In this research, we address this gap in a mixed-methods approach. In (n=26) qualitative interviews we explore users’ perception of BCI technology and identify its impact on users’ attitudinal and behavioral outcomes. Our findings reveal that users consider their perception as a cyborg and the device\u27s functionality when deciding on their intention to interact with BCI, dependent whether BCI used for individual or organizational interaction. We employ a pre-study (n=189) and multiple experimental studies to empirically triangulate and quantify findings from qualitative interviews

Eliminating Customer Experience Pain Points in Complex Customer Journeys through Smart Service Solutions

Scholarly understanding of customer journeys has evolved from a linear, single service provider perspective to encompass complex service delivery networks that involve multiple touchpoints governed by various service providers. This intricate setting often gives rise to experiential pain points for customers. To investigate this phenomenon within the context of airport services, our research employs critical incident and problem-centered interviews as well as an analysis of 7192 online airport reviews. In Studies 1a and 2a, we explore the crucial pain points that travelers encounter throughout their airport journey. Complementing these insights, Studies 1b and 2b assess the impact of the identified pain points on travelers' emotions. Building upon a classification of pain points into information, performance, and hospitality themes, Study 3 further examines how smart service solutions, as new technologies, can address and resolve these pain points, ultimately enhancing the customer experience (CX). By accomplishing these objectives, our work contributes a comprehensive classification scheme for experiential pain points in complex customer journeys to the academic discourse on customer journeys. Furthermore, it establishes a connection to the emerging field of research on the impact of smart service solutions on the CX

Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps?

Purpose – Robots are predicted to have a profound impact on the service sector. The emergence of robots has attracted increasing interest from business scholars and practitioners alike. In this article, we undertake a systematic review of the business literature about the impact of service robots on customers and employees with the objective of guiding future research. Design/methodology/approach – We analyzed the literature on service robots as they relate to customers and employees in business journals listed in the Financial Times top 50 journals plus all journals covered in the cross-disciplinary SERVSIG literature alerts. Findings – The analysis of the identified studies yielded multiple observations about the impact of service robots on customers (e.g., overarching frameworks on acceptance and usage of service robots; characteristics of service robots and anthropomorphism; and potential for enhanced and deteriorated service experiences) and service employees (e.g., employee benefits such as reduced routine work, enhanced productivity and job satisfaction; potential negative consequences such as loss of autonomy and a range of negative psychological outcomes; opportunities for human-robot collaboration; job insecurity; and robot-related upskilling and development requirements). We also conclude that current research on service robots is fragmented, is largely conceptual in nature, and focused on the initial adoption stage. We feel that more research is needed to build an overarching theory. In addition, more empirical research is needed, especially on the long(er)-term usage service robots on actual behaviors, the well-being, and potential downsides and (ethical) risks for customers and service employees.Research limitations – Our review focused on the business and service literature. Future work may want to include additional literature streams, including those in computer science, engineering, and information systems.Originality/value – This article is the first to synthesize the business and service literature on the impact of service robots on customers and employees.</div

Brave new world: service robots in the frontline

Purpose – The service sector is at an inflection point with regard to productivity gains and service industrialization similar to the industrial revolution in manufacturing that started in the eighteenth century. Robotics in combination with rapidly improving technologies like artificial intelligence (AI), mobile, cloud, big data and biometrics will bring opportunities for a wide range of innovations that have the potential to dramatically change service industries. The purpose of this paper is to explore the potential role service robots will play in the future and to advance a research agenda for service researchers. Design/methodology/approach – This paper uses a conceptual approach that is rooted in the service, robotics and AI literature. Findings – The contribution of this paper is threefold. First, it provides a definition of service robots, describes their key attributes, contrasts their features and capabilities with those of frontline employees, and provides an understanding for which types of service tasks robots will dominate and where humans will dominate. Second, this paper examines consumer perceptions, beliefs and behaviors as related to service robots, and advances the service robot acceptance model. Third, it provides an overview of the ethical questions surrounding robot-delivered services at the individual, market and societal level. Practical implications – This paper helps service organizations and their management, service robot innovators, programmers and developers, and policymakers better understand the implications of a ubiquitous deployment of service robots. Originality/value – This is the first conceptual paper that systematically examines key dimensions of robot-delivered frontline service and explores how these will differ in the future

Brave new world: service robots in the frontline

Purpose: The service sector is at an inflection point with regard to productivity gains and service industrialization similar to the industrial revolution in manufacturing that started in the eighteenth century. Robotics in combination with rapidly improving technologies like artificial intelligence (AI), mobile, cloud, big data and biometrics will bring opportunities for a wide range of innovations that have the potential to dramatically change service industries. The purpose of this paper is to explore the potential role service robots will play in the future and to advance a research agenda for service researchers. Design/methodology/approach: This paper uses a conceptual approach that is rooted in the service, robotics and AI literature. Findings: The contribution of this paper is threefold. First, it provides a definition of service robots, describes their key attributes, contrasts their features and capabilities with those of frontline employees, and provides an understanding for which types of service tasks robots will dominate and where humans will dominate. Second, this paper examines consumer perceptions, beliefs and behaviors as related to service robots, and advances the service robot acceptance model. Third, it provides an overview of the ethical questions surrounding robot-delivered services at the individual, market and societal level. Practical implications: This paper helps service organizations and their management, service robot innovators, programmers and developers, and policymakers better understand the implications of a ubiquitous deployment of service robots. Originality/value: This is the first conceptual paper that systematically examines key dimensions of robot-delivered frontline service and explores how these will differ in the future

Working Together with Conversational Agents: the Relationship of Perceived Cooperation with Service Performance Evaluations

Conversational agents are gradually being deployed by organizations in service settings to communicate with and solve problems together with consumers. The current study investigates how consumers’ perceptions of cooperation with conversational agents in a service context are associated with their perceptions about agents’ anthropomorphism, social presence, the quality of the information provided by an agent, and the agent service performance. An online experiment was conducted in which participants performed a service-oriented task with the assistance of conversational agents developed specifically for the study and evaluated the performance and attributes of the agents. The results suggest a direct positive link between perceiving a conversational agent as cooperative and perceiving it to be more anthropomorphic, with higher levels of social presence and providing better information quality. Moreover, the results also show that the link between perceiving an agent as cooperative and the agent’s service performance is mediated by perceptions of the agent’s anthropomorphic cues and the quality of the information provided by the agent

Mobility in a Globalised World

The term mobility has different meanings in the following academic disciplines. In economics, mobility is the ability of an individual or a group to improve their economic status in relation to income and wealth within their lifetime or between generations. In information systems and computer science, mobility is used for the concept of mobile computing, in which a computer is transported by a person during normal use. Logistics creates, by the design of logistics networks, the infrastructure for the mobility of people and goods. Electric mobility is one of today’s solutions from engineering perspective to reduce the need of energy resources and environmental impact. Moreover, for urban planning, mobility is the crunch question about how to optimize the different needs for mobility and how to link different transportation systems. The conference “Mobility in a Globalised World” took place in Iserlohn, Germany, on September 14th – 15th, 2011. The aim of this conference was to provide an interdisciplinary forum for the exchange of ideas among practitioners, researchers, and government officials regarding the different modes of mobility in a globalised world, focusing on both domestic and international issues. The proceedings at hand document the results of the presentations and ensuing discussions at the conference

Genome-Wide Association Study in BRCA1 Mutation Carriers Identifies Novel Loci Associated with Breast and Ovarian Cancer Risk

BRCA1-associated breast and ovarian cancer risks can be modified by common genetic variants. To identify further cancer risk-modifying loci, we performed a multi-stage GWAS of 11,705 BRCA1 carriers (of whom 5,920 were diagnosed with breast and 1,839 were diagnosed with ovarian cancer), with a further replication in an additional sample of 2,646 BRCA1 carriers. We identified a novel breast cancer risk modifier locus at 1q32 for BRCA1 carriers (rs2290854, P = 2.7×10-8, HR = 1.14, 95% CI: 1.09-1.20). In addition, we identified two novel ovarian cancer risk modifier loci: 17q21.31 (rs17631303, P = 1.4×10-8, HR = 1.27, 95% CI: 1.17-1.38) and 4q32.3 (rs4691139, P = 3.4×10-8, HR = 1.20, 95% CI: 1.17-1.38). The 4q32.3 locus was not associated with ovarian cancer risk in the general population or BRCA2 carriers, suggesting a BRCA1-specific associat