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This study aims to explore and understand the role of word-of-mouth (WOM), including electronic WOM (e-WOM), in healthcare services through social identity theory.

A qualitative approach was adopted based on semi-structured interviews with patients in healthcare units. In total, 36 interviews were conducted between March and April 2022. The interviews were transcribed following the principles of thematic saturation and analysed using the software NVivo 12.0.

The findings were divided into two domains: pre- and post-consumption. During pre-consumption, e-WOM influenced the creation of the hospital’s brand image, which affected the patients’ expectations before their visit. During post-consumption, the patients can generate e-WOM, and its valence represents their overall experience.

Strategic attention to customer-centricity and skilful use of e-WOM is essential in the healthcare business. By incorporating these strategies into a strategic framework, healthcare organisations can successfully enhance their brand image, foster patient loyalty and consequently gain a competitive advantage in the industry.

This study is distinctive for thoroughly investigating e-WOM in healthcare, exploring both the pre-and post-service consumption phases through qualitative analysis. This study adopts a relatively novel approach by applying social identity theory within the healthcare context to explore patient affiliation with healthcare brands and institutions.

This study investigates the impact of emoji use and user personality traits (conscientiousness vs extraversion) on user behavior in the context of academic advising. It uniquely considers the interaction between these chatbot characteristics and human users' dominant personality traits (conscientiousness and extraversion).

A mixed-factor design experiment involving 153 university students was employed. Participants interacted with four different chatbot conditions: a conscientious bot and an extroverted bot, each with and without emojis.

The inclusion of emojis negatively influenced users' intentions to use the chatbots but did not affect trust, perceived authenticity or intended engagement with the bots. Additionally, the students' personality traits played a role in evaluating the different chatbot types.

This research introduces a novel approach by integrating emoji use and human personality traits into chatbot communication, focusing on academic advising. It examines the interaction effects of emojis and personality traits (conscientiousness and extraversion) on user behavior, also considering the user’s personality traits. This work enriches the human-computer interaction field and guides future chatbot development.

The primary objective of this research is to explore the impact of the repeated two-syllable communication strategy on the interaction effectiveness between AI and customers.

This study adopts an experimental research methodology to investigate the role of the repeated two-syllable communication strategy employed by AI customer service agents.

Study 1 shows that AI agents using the repeated two-syllable strategy enhance the interaction effectiveness between AI and customers. Study 2 identifies humanization perception as a key factor linking the strategy to better interaction effectiveness. Study 3 highlights how consumer materialism moderates this effect, while Study 4 examines how the type of agent (AI vs. human) influences the results.

This study extends the application of AI communication strategies in interactive marketing, specifically how AI agents enhance consumer interaction through repeated two-syllable communication. It pioneers the exploration of AI-human interaction, enriching the humanization theory by revealing how AI can evoke emotional responses. The study also integrates consumer materialism as a moderating factor, offering new theoretical and practical insights for brands to optimize AI-customer service interactions and improve engagement in real-world marketing contexts.

This study aims to examine users’ perceptions of gendered artificial intelligence (AI) interfaces in the context of autonomous vehicles (AVs). It focuses on the gendered effects of social presence, warmth and competence on trust and introduces the moderating role of perceived autonomy as a key factor.

A between-subjects experimental design was used (n = 309), using a 360-degree virtual tour simulation with gendered voice assistants.

As AVs are perceived as highly autonomous, the impact of gender on social presence intensifies, affecting trust. Female voices enhance social presence, conveying warmth but also perceived competence traits. Notably, competence impacts trust more significantly than warmth.

The study’s experimental approach might not fully capture real-world interactions with AVs. Future research could benefit from field and longitudinal studies.

These findings are crucial for AV designers and interface developers. They highlight the importance of considering human-like characteristics such as gender and enhance perceptions of competence in developing highly autonomous AI interfaces.

Addressing gender stereotypes in AV design is vital to ensure inclusivity, to cater for a diverse user base and to give all users a trustworthy experience.

This study is pioneering in its examination of how gender stereotypes impact trust toward AVs, an area previously unexplored, despite the significant influence gender might have due to the high level of autonomy and traditional car-related stereotypes. It uniquely identifies feminine traits as denoting competence in highly autonomous technologies like AVs, especially where safety is critical. This challenges traditional gender stereotypes and emphasizes the need to rethink attributes associated with competence and trust in AI.

This paper aims to the intricate relationship between digital influencers (DIs) and their followers, aiming to develop a comprehensive framework that explains how influence works in the digital world. It focuses on understanding the cultural aspects that shape these relationships in today’s global and digital marketplace.

This study employs a holistic methodology, intertwining historical, cultural and theoretical insights to decode the DI phenomenon. Applying a Grounded Theory approach, this paper coded articles into categories, developed abstract concepts and refined them through cycles of literature collection and analysis that allowed identifing gaps in the Influencer Marketing field. This comprehensive review and inductive analysis of globalization, mediated communication and digital interactions aim to unravel the intricacies of digital and virtual influence. This paper’s theoretical development advances propositions that dissect the facets influencing digital adoption, usage, interest and value perception, leading to a detailed model of digital influence grounded in both theory and real-world examples.

This research uncovers the significant impact DIs have, driven by global connections and the way we communicate in the digital age. Historical context situates DIs within the broader narrative of mediated persuasive communication. A preliminary typology of DIs and influence contexts forms the foundation for further exploration.

This study enhances the discussion around DIs by considering the influence of technology and culture together. It draws from the thoughts of leading thinkers on how technology connects us, providing a strong foundation for future studies.

As digital influence and the surrounding technology continue to change, it’s important to think critically about these trends. This research offers valuable insights for businesses looking to navigate the digital landscape effectively, helping them make better strategic decisions about their online presence.

This study breaks new ground by offering a detailed categorization of DIs and proposing a fresh way to understand their role. It links important ideas from the past about persuasion through media to the current state of digital influence, offering insights into how digital trends might affect communication strategies.

Previous studies have postulated that an advance payment system (APS) positively impacts the contractor's working capital and is paramount to ensuring an efficient and effective project cash flow process. However, scant research has been undertaken to empirically establish the cash flow performance and domino effect of APS on project and organisational performance.

The epistemological design adopted a positivist philosophical stance augmented by deductive reasoning to explore the phenomena under investigation. Primary quantitative data were collected from 504 Construction Industry Development Board (CIDB) registered contractors (within the grade bandings 1–9) in South Africa. A five-point Likert scale was utilised, and subsequent data accrued were analysed using structural equation modelling (SEM).

Emergent findings reveal that the mandatory use of an APS does not guarantee a positive project cash flow, an improvement in organisational performance or an improvement in project performance.

The ensuing discussion reveals the contributory influence of APS on positive cash flow and organisational performance, although APS implementation alone will not achieve these objectives. Practically, the research accentuates the need for various measures to be concurrently adopted (including APS) towards ensuring a positive project cash flow and improved organisational and project performance.

There is limited empirical research on cash flow performance and the domino effect of APS on project and organisational performance in South Africa, nor indeed, the wider geographical location of Africa as a continent. This study addresses this gap in the prevailing body of knowledge.

Incipient detection of pavement deterioration (such as crack identification) is critical to optimizing road maintenance because it enables preventative steps to be implemented to mitigate damage and possible failure. Traditional visual inspection has been largely superseded by semi-automatic/automatic procedures given significant advancements in image processing. Therefore, there is a need to develop automated tools to detect and classify cracks.

The literature review is employed to evaluate existing attempts to use Hough transform algorithm and highlight issues that should be improved. Then, developing a simple low-cost crack detection method based on the Hough transform algorithm for pavement crack detection and classification.

Analysis results reveal that model accuracy reaches 92.14% for vertical cracks, 93.03% for diagonal cracks and 95.61% for horizontal cracks. The time lapse for detecting the crack type for one image is circa 0.98 s for vertical cracks, 0.79 s for horizontal cracks and 0.83 s for diagonal cracks. Ensuing discourse serves to illustrate the inherent potential of a simple low-cost image processing method in automated pavement crack detection. Moreover, this method provides direct guidance for long-term pavement optimal maintenance decisions.

The outcome of this research can help highway agencies to detect and classify cracks accurately for a very long highway without a need for manual inspection, which can significantly minimize cost.

Hough transform algorithm was tested in terms of detect and classify a large dataset of highway images, and the accuracy reaches 92.14%, which can be considered as a very accurate percentage regarding automated cracks and distresses classification.

This chapter delved into the multifaceted landscape of construction partnering, exploring its key aspects, promotion factors, and associated challenges. It examined how partnering principles are applied in various construction contexts, including stealth construction, where integration of advanced technologies and collaborative practices is pivotal. Moreover, it highlighted the significance of partnering in addressing crucial considerations such as environmental protection, health and safety, project delivery duration, aesthetics, and economy during and after the construction phase. Through collaborative efforts and shared responsibilities, construction partnering emerges as a cornerstone for achieving excellence and sustainability in the built environment.

This introductory chapter presents the book’s rationale and structure and reflects on the notion of ‘fragmented powers’ as a key entry into understanding evolving power dynamics in the English-speaking world. Combining historical and contemporary perspectives, from the late 18th century to the contemporary era, fragmentation as a non-linear process reveals the tensions between centralisation and decentralisation, as well as confrontation and cooperation in the fields of constitutional and institutional issues, politics and political party systems, the media, and in urban and social policies at both the intra-national and transnational levels. The adoption of a long view perspective and a multidisciplinary approach allows to critically assess the concept of fragmentation by questioning both its positive and negative effects on the cultural, political and socio-economic environments.

This chapter focusses on how early childhood education and care (ECEC) has been extended and configured in recent decades in advanced capitalistic countries. We will first set out the main societal benefits associated with public investment in ECEC and then discuss how neoliberalism and cutbacks in social services have coexisted with the expansion of ECEC as a social policy in recent years.

In particular, we will delve into the role of Social Investment as a policy framework that supports the expansion of ECEC in advanced capitalistic countries, and then we will highlight the challenges that ECEC faces in terms of universalisation and diversity of needs, areas in which social innovation (both citizen and institution-led) is playing an emergent and growing role.