Developing a service quality scale for artificial intelligence service agents

Purpose – Service providers and consumers alike are increasingly adopting artificial intelligence service agents (AISA) for service. Yet, no service quality scale exists that can fully capture the key factors influencing AISA service quality. This study aims to address this shortcoming by developing a scale for measuring AISA service quality (AISAQUAL). Design/methodology/approach – Based on extant service quality research and established scale development techniques, the study constructs, refines and validates a multidimensional AISAQUAL scale through a series of pilot and validation studies. Findings – AISAQUAL contains 26 items across six dimensions: efficiency, security, availability, enjoyment, contact and anthropomorphism. The new scale demonstrates good psychometric properties and can be used to evaluate service quality across AISA, providing a means of examining the relationships between AISA service quality and satisfaction, perceived value as well as loyalty. Research limitations/implications – Future research should validate AISAQUAL with other AISA types as they diffuse throughout the service sector. Moderating factors related to services, the customer and the AISA can be investigated to uncover the boundary conditions under which AISAQUAL is likely to influence service outcomes. Longitudinal studies can be carried out to assess how ongoing use of AISA can change service outcomes. Practical implications – Service managers can use AISAQUAL to effectively monitor, diagnose and improve services provided by AISA, whilst enhancing their understanding of how AISA can deliver better service quality and customer loyalty outcomes. Originality/value – Anthropomorphism is identified as a new service quality dimension. AISAQUAL facilitates theory development by providing a reliable scale to improve the current understanding of consumers’ perspectives concerning AISA services. Keywords Artificial intelligence service agents; service quality; scale development; customer service Paper type Research pape

Artificial Intelligence Service Agents: Role of Parasocial Relationship

Increased use of artificial intelligence service agents (AISA) has been associated with improvements in AISA service performance. Whilst there is consensus that unique forms of attachment develop between users and AISA that manifest as parasocial relationships (PSRs), the literature is less clear about the AISA service attributes and how they influence PSR and the users’ subjective well-being. Based on a dataset collected from 408 virtual assistant users from the US, this research develops and tests a model that can explain how AISA-enabled service influences subjective well-being through the mediating effect of PSR. Findings also indicate significant gender and AISA experience differences in the PSR effect on subjective well-being. This study advances current understanding of AISA in service encounters by investigating the mediating role of PSR in AISA’s effect on users’ subjective well-being. We also discuss managerial implications for practitioners who are increasingly using AISA for delivering customer service

Developing an e-Collaboration Framework for Knowledge Sharing in the Australian Wine-Making Industry: Research in Progress

The Australian wine-making industry has undergone remarkable changes which have transformed it into a leading world innovator, producer and exporter of table wine. However, while Australia has been a leader in wine R&D, globalisation had led to the rapid proliferation and adoption of new technologies by new suppliers and wine-makers in various countries. To counter increasingly intense competition from emerging foreign suppliers, Australian wine-makers need to enhance their distinctiveness and innovation. One possible way for doing so involves knowledge sharing via electronic collaboration or e-collaboration. This paper contributes to the existing body of knowledge by developing an e-collaboration framework for the Australian wine-making industry. It focuses on how e-collaboration technologies are used for the purpose of innovation and knowledge sharing and how the Australian wine-making industry can benefit from it

Do We Trust in AI? Role of Anthropomorphism and Intelligence

© 2020 International Association for Computer Information Systems. AI applications are radically transforming the manner in which service providers and consumers interact. We explore how the humanness of AI applications affects consumers’ trust in these applications. Qualitative evidence collected with focus groups provides fresh insights into the roles of anthropomorphism and intelligence, as key constructs representing humanness. Our findings reveal the consumers’ perspective on the nuances of these constructs pertaining to services enabled by AI applications. It also extends current understanding of the phenomenon of the “uncanny valley,” by identifying conditions under which consumers experience discomfort and uneasiness as AI humanness increases in service environments

A Pervasive Technology Solution for Diabetes Using Gestational Diabetes as a Model

Diabetes is one of the leading chronic diseases affecting Australians and its prevalence continues to rise. Diabetes is therefore becoming a serious challenge for both the quality of healthcare and expenditure in the Australian healthcare system. The goal of this study is to investigate the development and application of a pervasive wireless technology solution to facilitate the effective management of diabetic patients, using the context of the care of women with gestational diabetes, a form of diabetes that affects up to 8% of pregnant women as a test case. Integral to the success of this solution is the unique software technology developed by INET to enable mobile phones to facilitate superior diabetes self-management

Mortality and pulmonary complications in patients undergoing surgery with perioperative SARS-CoV-2 infection: an international cohort study

Background: The impact of severe acute respiratory syndrome coronavirus 2 (SARS-CoV-2) on postoperative recovery needs to be understood to inform clinical decision making during and after the COVID-19 pandemic. This study reports 30-day mortality and pulmonary complication rates in patients with perioperative SARS-CoV-2 infection. Methods: This international, multicentre, cohort study at 235 hospitals in 24 countries included all patients undergoing surgery who had SARS-CoV-2 infection confirmed within 7 days before or 30 days after surgery. The primary outcome measure was 30-day postoperative mortality and was assessed in all enrolled patients. The main secondary outcome measure was pulmonary complications, defined as pneumonia, acute respiratory distress syndrome, or unexpected postoperative ventilation. Findings: This analysis includes 1128 patients who had surgery between Jan 1 and March 31, 2020, of whom 835 (74·0%) had emergency surgery and 280 (24·8%) had elective surgery. SARS-CoV-2 infection was confirmed preoperatively in 294 (26·1%) patients. 30-day mortality was 23·8% (268 of 1128). Pulmonary complications occurred in 577 (51·2%) of 1128 patients; 30-day mortality in these patients was 38·0% (219 of 577), accounting for 81·7% (219 of 268) of all deaths. In adjusted analyses, 30-day mortality was associated with male sex (odds ratio 1·75 [95% CI 1·28–2·40], p\textless0·0001), age 70 years or older versus younger than 70 years (2·30 [1·65–3·22], p\textless0·0001), American Society of Anesthesiologists grades 3–5 versus grades 1–2 (2·35 [1·57–3·53], p\textless0·0001), malignant versus benign or obstetric diagnosis (1·55 [1·01–2·39], p=0·046), emergency versus elective surgery (1·67 [1·06–2·63], p=0·026), and major versus minor surgery (1·52 [1·01–2·31], p=0·047). Interpretation: Postoperative pulmonary complications occur in half of patients with perioperative SARS-CoV-2 infection and are associated with high mortality. Thresholds for surgery during the COVID-19 pandemic should be higher than during normal practice, particularly in men aged 70 years and older. Consideration should be given for postponing non-urgent procedures and promoting non-operative treatment to delay or avoid the need for surgery. Funding: National Institute for Health Research (NIHR), Association of Coloproctology of Great Britain and Ireland, Bowel and Cancer Research, Bowel Disease Research Foundation, Association of Upper Gastrointestinal Surgeons, British Association of Surgical Oncology, British Gynaecological Cancer Society, European Society of Coloproctology, NIHR Academy, Sarcoma UK, Vascular Society for Great Britain and Ireland, and Yorkshire Cancer Research

Effect of angiotensin-converting enzyme inhibitor and angiotensin receptor blocker initiation on organ support-free days in patients hospitalized with COVID-19

IMPORTANCE Overactivation of the renin-angiotensin system (RAS) may contribute to poor clinical outcomes in patients with COVID-19. Objective To determine whether angiotensin-converting enzyme (ACE) inhibitor or angiotensin receptor blocker (ARB) initiation improves outcomes in patients hospitalized for COVID-19. DESIGN, SETTING, AND PARTICIPANTS In an ongoing, adaptive platform randomized clinical trial, 721 critically ill and 58 non–critically ill hospitalized adults were randomized to receive an RAS inhibitor or control between March 16, 2021, and February 25, 2022, at 69 sites in 7 countries (final follow-up on June 1, 2022). INTERVENTIONS Patients were randomized to receive open-label initiation of an ACE inhibitor (n = 257), ARB (n = 248), ARB in combination with DMX-200 (a chemokine receptor-2 inhibitor; n = 10), or no RAS inhibitor (control; n = 264) for up to 10 days. MAIN OUTCOMES AND MEASURES The primary outcome was organ support–free days, a composite of hospital survival and days alive without cardiovascular or respiratory organ support through 21 days. The primary analysis was a bayesian cumulative logistic model. Odds ratios (ORs) greater than 1 represent improved outcomes. RESULTS On February 25, 2022, enrollment was discontinued due to safety concerns. Among 679 critically ill patients with available primary outcome data, the median age was 56 years and 239 participants (35.2%) were women. Median (IQR) organ support–free days among critically ill patients was 10 (–1 to 16) in the ACE inhibitor group (n = 231), 8 (–1 to 17) in the ARB group (n = 217), and 12 (0 to 17) in the control group (n = 231) (median adjusted odds ratios of 0.77 [95% bayesian credible interval, 0.58-1.06] for improvement for ACE inhibitor and 0.76 [95% credible interval, 0.56-1.05] for ARB compared with control). The posterior probabilities that ACE inhibitors and ARBs worsened organ support–free days compared with control were 94.9% and 95.4%, respectively. Hospital survival occurred in 166 of 231 critically ill participants (71.9%) in the ACE inhibitor group, 152 of 217 (70.0%) in the ARB group, and 182 of 231 (78.8%) in the control group (posterior probabilities that ACE inhibitor and ARB worsened hospital survival compared with control were 95.3% and 98.1%, respectively). CONCLUSIONS AND RELEVANCE In this trial, among critically ill adults with COVID-19, initiation of an ACE inhibitor or ARB did not improve, and likely worsened, clinical outcomes. TRIAL REGISTRATION ClinicalTrials.gov Identifier: NCT0273570

The effect of service employees’ accent on customer reactions

Purpose - The primary objective of this article is to investigate customer reactions to service employees with accents that differ from a non-native accent taking into account customer emotions. Design/methodology/approach - This article reports on a study with a 2 (accent of service employee: Australian or Indian) [1] 2 (service employee’s competency: competent or incompetent) [1] 2 (customer’s affective state: positive or negative) between-subject experimental design to uncover the effects of service employees’ accent on customers’ reactions. Findings - The findings revealed that hearing a service employee with a foreign accent was not enough on its own to influence customer responses. However, when the service employee is incompetent or the customer was in a negative affective state, a foreign accent appeared to exacerbate the situation. Research limitations/implications - While the findings indicate that accents are used a cue for customers to evaluate service employees, further research should also take service types, service outcomes, customer-service employee relationships, customers’ ethnic affiliation and ethnocentrism into consideration when examining the effect of accents. Practical implications - Service managers need to be aware that accents will exacerbate perceptions of already difficult service situations. Providing competent service will help breakdown stereotypes and improve the acceptance of diversity at the customer- employee interface. Originality/value - This article contributes to the service literature about service attributes and is particularly relevant to economies such as the USA, Canada, the UK, New Zealand and Australia where immigrants are a large part of the service work force