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The rise of artificial intelligence (AI) applications has driven enterprises to provide many intelligent services to consumers. For instance, customers can use chatbots to make relevant inquiries and seek solutions to their problems. Despite the development of customer service chatbots years ago, they require significant improvements for market recognition. Many customers have reported negative experiences with customer service chatbots, contributing to resistance toward their use. Therefore, this study adopts the innovation resistance theory (IRT) perspective to understand customers’ resistance to using chatbots. It aims to integrate customers’ negative emotions into a predictive behavior model and examine users’ functional and psychological barriers.

In this study, we collected data from 419 valid individuals and used structural equation modeling to analyze the relationships between resistance factors and negative emotions.

The results confirmed that barrier factors affect negative emotions and amplify chatbot resistance influence. We discovered that value and risk barriers directly influence consumer use. Moreover, both functional and psychological barriers positively impact negative emotions.

This study adopts the innovation resistance theory perspective to understand customer resistance to using chatbots, integrates customer negative emotions to construct a predictive behavior model and explores users’ functional and psychological barriers. It can help in developing online customer service chatbots for e-commerce.

The purpose of the study is to develop and test an integrated compliance model using constructs derived from the legitimacy, deterrence, institutional and stewardship theories. A Cross-sectional survey design was used to collect data from a sample of 97 out of the population of 129 Procuring and Disposing Entities which are regulated by the Public Procurement and Disposal of Assets Authority Act (PPDA). Measurement items were derived from a critical review of literature and found to be both valid and reliable with Cronbach Alpha coefficient of 0.7. The findings reveal that legitimacy and stewardship behavior are significant predictors of compliance to the PPDA Act, Rules and Regulations. We therefore recommend that Procuring and Disposing Entities should continue legitimizing the procurement law through involvement of all stakeholders and promote stewardship behaviors among public employees.

Chatbots are increasingly embodied in business and IS contexts to enhance customer and user experience. Despite wide interest in chatbots among business and IS academics, surprisingly, there are no current comprehensive reviews to reveal the knowledge structure of chatbot research in such areas.

This study employed a mixed-method approach that combines systematic review and bibliometric analysis to provide a comprehensive synthesis of chatbot research. The sample was obtained in December 2023 after searching across six databases: EBSCOhost, PsycINFO, Web of Science, Scopus, ACM Digital Library and IEEE Computer Society Digital Library.

This study reveals the major trend in publication trends, countries, article performance and cluster distribution of chatbot research. We also identify the key themes of chatbot research, which mainly focus on how users interact with chatbots and their consequences, such as users’ cognition and behavior. Moreover, several important research agendas have been discussed to address some limitations in the current chatbot research in business and IS fields.

The present review is one of the first attempts to systematically reveal the ongoing knowledge map of chatbots in business and IS fields, which makes important contributions and provides useful resources for future chatbot research and practice.

This study aims to investigate the impact of ChatGPT on users’ continuous knowledge contributions in online question-and-answer (Q&A) communities based on social exchange theory and stimulus-organism-response (SOR) theory.

Data were collected from a Chinese online Q&A community, and the difference-in-differences (DID) model was employed to verify the proposed hypotheses.

The results show that ChatGPT negatively impacts users’ continuous knowledge contributions in online Q&A communities, with variations observed across different knowledge domains.

This study is the first attempt to examine the impact of ChatGPT on users’ continuous knowledge contributions in online Q&A communities. The findings provide valuable insights for community managers to develop strategies for mitigating the effects of ChatGPT on online Q&A communities.

The purpose of this paper is to explore the impact of multidimensional perceived value and perceived pressure on physicians’ continuous intention to use (CIU) online health communities (OHCs) based on perceived value (PV) theory and conservation of resources (COR) theory.

This study developed a research model to test the proposed hypotheses, and the proposed model was tested using partial least squares structural equation modelling (PLS-SEM) for which data were collected from 481 physicians with OHC experience using an online survey.

The empirical results show the following: (1) Physicians’ CIU is influenced by perceived value and perceived pressure, with attitude towards OHCs using (ATU) playing a crucial role in the pathways. (2) Additional value, work pressure, peer pressure and social pressure have a positive impact on CIU, with consultation value, relationship value, work pressure and peer pressure positively influencing CIU through ATU as a mediator. (3) Reputation value has a positive effect on CIU moderated by seniority (online seniority and offline seniority).

This study emphasises the importance of different dimensions of perceived value and perceived pressure in CIU. Meanwhile, we broaden the research scope of PV theory and COR theory and provide inspiration to OHC managers and healthcare institution managers.

More research is required into the underlying reasons for passive innovation resistance. This paper aims to propose that consumers who passively resist innovation may merely be conservative in nature and explore a conceptual framework that could explain and predict such behaviour.

Theories from the political sciences, social psychology and marketing were studied in trying to understand why some consumers are more conservative in nature and how their attitudes may affect their thoughts, feelings and actions in the marketplace.

Consumers may develop conservative attitudes, such as a need for cognitive closure, nostalgia, authoritarianism, a social dominance orientation, ethnocentrism and an anti-hedonic approach towards life to combat their fear of ambiguous situations and chaos associated with deviance from in-group values. Ultimately, these attitudes may influence consumer behaviour, such as being brand loyal, unwilling to try new options and preferring nostalgic products that would lead to lower levels of ambiguity and less disruption of the status quo. Conservative consumers may also act as authoritarian parents, prefer to purchase durable materialistic products, support locally manufactured goods and refrain from purchasing products for purely hedonic pleasure in an attempt to preserve their in-group values.

The proposed framework offers more insight into the nature and consequences of passive innovation resistance and may serve as a starting point for further exploration on the fundamental characteristics of conservative consumers. The research findings may also assist marketers in managing their new product innovations strategies more successfully.

The purpose of this study is to theoretically link design thinking with behavioural strategy, using empirical results that relate three cognitive dimensions: design thinking personality traits, cognitive passive resistance and linear thinking, and, consequently, determine: if there is a negative relationship between design thinking traits and cognitive passive resistance and if this relationship is mediated by linear thinking.

This study used a quantitative methodology of covariance-based structural equation modelling. The data were collected from a three-scale, self-completed questionnaire, which was constructed using the existing modelling of the academic literature. The questionnaire was validated by confirmatory factor analysis and applied to a sample of 342 professional engineering and business graduates in Colombia.

The results of the structural equation modelling demonstrate a negative relationship between design thinking traits and cognitive passive resistance, and this relationship is mediated by linear thinking. These findings link design thinking and behavioural strategy and build new foundations for future studies, providing further theoretical support to the academic literature’s discussion of the relationship between design thinking and theories of managerial practices and innovation management.

The main limitation of this study is the subjectivity of the answers because of potential bias from the respondents in completing the questionnaire. Another limitation is that the research was conducted only in the context of Colombia, so it is recommended that other studies be carried to generalise the results. This study has several theoretical implications. This study contributes to existing research on design thinking, evidencing a promising field of study to support it theoretically, such as the behavioural strategy. This study also contributes to the literature on innovation management deepening into a field of study that has received less attention in the literature, such as passive cognitive resistance to innovation. Likewise, this study presents a theoretical contribution to the dual process of cognition, proposing a new dimension to the construction of the multidimensional concept of nonlinear thinking. This study also contributes to the behavioural strategy field, evidencing a growing area of application in strategic management, such as design thinking. Finally, this research also proposes the development of a new research avenue about the concept of knowledge hiding as a possible source of innovation resistance.

This research also has implications for business and engineering education and practice. This study’s results suggest that before implementing an organisational initiative such as design thinking, which seeks to change people's behaviour, it is necessary to approach it as a cognitive process and develop strategies to mitigate passive cognitive resistance to change. This research’s results also present implications for business and engineering education, evidencing the need to include other perspectives of thinking that allow non-designers to develop creative thinking.

To the best of the authors’ knowledge, this is the first quantitative study on design thinking as a business management concept using linear thinking of non-designers to relate design thinking traits with cognitive passive resistance. This research provides theoretical and empirical support for framing design thinking within the field of behavioural strategy.

This paper aims to argue that certain insights offered by Kuhn and Foucault may be of use to those seeking to resist a global paradigm of inequality in access to the outcomes of pharmaceutical development. It is further argued that these relationships are not independent of certain power relationships. This critical review seeks to highlight certain of these power relationships, and to suggest how they might be better managed to ensure more equitable outcomes for those in society that are most vulnerable to innovation failure.

This research takes the form of a critical review paper, seeking to develop theory though a synthesis of literature.

Unlike market incentives, it might be the research process itself that is most vulnerable to stakeholder resistance to slow and unequal delivery of life-saving pharmaceutical development. Given that a lack of responsiveness to societal needs can itself be considered unethical, Kuhnian theory predicting pharmaceutical innovation failure is related to what Foucault describes as a system of oppression, whereby power relationships disadvantage those most vulnerable and powerless.

Given the rise of movements like citizen science and participant-led research, as well as new ethical frameworks premised on increasing accountability in science, Foucault’s principles are considered to echo a general trend towards the democratisation of science, and towards increasing the responsiveness of pharmaceutical development to societal needs.

A novel synthesis of literature is undertaken, offering useful theoretical insights into how social actors might contribute to enabling a more responsive system of international healthcare business.

The internet creates ample opportunities to start a mobile social commerce business. The literature confirms the issue of customer trust for social commerce businesses is a challenge that must be addressed. Hence, this study aims to examine the antecedents of trust in mobile social commerce by applying linear and non-linear relationships based on partial least squares structural equation modeling and artificial neural network model.

This study applied a non-linear artificial neural network approach to provide a further understanding of the determinants of trust in mobile social commerce based on a non-linear and non-compensatory model. Besides, a questionnaire was distributed to 340 social commerce customers in Malaysia.

The conceptual framework for investigating trust in mobile social commerce has various advantages and contributions to predicting consumer behavior. The results of the study showed there is a positive and significant relationship between social support, presence and unified theory of acceptance and use of technology2 (UTAUT2). In addition, UTAUT2 has fully mediated the relationship between social support, presence and trust in social commerce. Finally, the results concluded the relationship between UTAUT2 and trust in social commerce would be stronger when the diffusion of innovation and innovation resistance is high and low, respectively.

The current study provides a novel perspective on how customers can trust social m-commerce to provide real solutions to managers of encouraging e-marketing among consumers.

This paper shows how businesses can develop trust in social m-commerce in Malaysian markets. The findings of this study probably could be extended to other businesses in Asia or other countries. Because trust in social e-commerce has a dynamic role in consumer behavior and intention to purchase.

This study provided a new perspective on mobile social commerce and paid more attention to an investigation of such emerging commerce. The originality of this study is embodied by investigating an integrated model that included different theories that presented new directions of trust in mobile social commerce through social and behavioral determinants.