Divya Sharma, M. Vimalkumar, Sirish Gouda, Agam Gupta and Vignesh Ilavarasan
Consumers are increasingly choosing social media over other channels and mechanisms for grievance redressal. However, not all social media grievances elicit a response from…
Abstract
Purpose
Consumers are increasingly choosing social media over other channels and mechanisms for grievance redressal. However, not all social media grievances elicit a response from businesses. Hence, in this research the authors aim to explore the effect of the complainant's social characteristics and the complaint's social and content characteristics on the likelihood of receiving a response to a grievance from the business on social media.
Design/methodology/approach
The authors build a conceptual model and then empirically test it to explore the effect of the complainant's characteristics and the complaint's characteristics on the likelihood of response from a business on social media. The authors use data of consumer grievances received by an Indian airline operator on Twitter during two time periods – the first corresponding to lockdown during Covid-19 pandemic, and the second corresponding to the resumption of business as usual following these lockdowns. The authors use logistic regression and the hazard rate model to model the likelihood of response and the response delay, respectively, for social media customer grievances.
Findings
Complainants with high social influence are not more likely to get a response for their grievances on social media. While tagging other individuals and business accounts in a social media complaint has negative effect on the likelihood of business response in both the time periods, the effect of tagging regulatory bodies on the likelihood of response was negative only in the Covid-19 lockdown period. The readability and valence of a complaint were found to positively affect the likelihood of response to a social media grievance. However, the effect of valence was significant only in lockdown period.
Originality/value
This research offers insights on what elicits responses from a service provider to consumers' grievances on social media platforms. The extant literature is a plenty on how firms should be engaging consumers on online media and how online communities should be built, but scanty on grievance redressal on social media. This research is, therefore, likely to be useful to service providers who are inclined to improve their grievance handling mechanisms, as well as, to regulatory authorities and ombudsmen.
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Rajesh Chandwani, M. Vimalkumar, Jang Bahadur Singh and Sonal Asthana
Milaap is a popular medical crowdfunding platform in India, enabling interaction between those who want to raise funds and those who want to donate. To achieve the critical mass…
Abstract
Milaap is a popular medical crowdfunding platform in India, enabling interaction between those who want to raise funds and those who want to donate. To achieve the critical mass Milaap had to increase the trust among the donors and ensure a higher success rate of the campaigns. Milaap provided two types of services: Do it Yourself (DIY), and Supported Campaign (SC). Milaap charged 5% of the raised amount from the DIY campaigns and 15% of the raised amount from the SC. Overall the chances of success were high in the SC. The case explores the dilemma of type of service to be prioritized.
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Keywords
Artificial intelligence (AI) carries the risk of widening gender inequalities due to the digital divide, while simultaneously promising to equalise the situation for women through…
Abstract
Artificial intelligence (AI) carries the risk of widening gender inequalities due to the digital divide, while simultaneously promising to equalise the situation for women through the gender digital dividend. The conflicting findings from previous studies justify the need to investigate the gendered aspects of Artificial Intelligence (AI) diffusion. Specifically, the aim of this chapter is to understand the relationship between female entrepreneurship and the adoption of AI technologies within business contexts at the macroeconomic level. To achieve this, cluster analyses are conducted for the European Union (EU) countries. The results indicate an inverted U-shaped pattern in the relationship between the level of female entrepreneurship and the diffusion of AI technology in business. In the EU countries belonging to clusters with the highest level of AI diffusion, female entrepreneurship is at a moderate level, while in the EU countries with the lowest level of intelligent transformation, both extremes are observed: the highest and the lowest levels of female entrepreneurship. The variety of patterns in female entrepreneurship and AI technology spread in the EU countries implies the complex and multidimensional nature of the interrelationship, and, thus, it indicates the need for diverse, country-specific policies and practices to reach the intelligent transformation with respect to more equal society.
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Álvaro Saavedra, Raquel Chocarro, Mónica Cortiñas and Natalia Rubio
This paper aims to understand how the perceived usefulness of voice assistants (VAs) is affected by the perceived quality of the process (interaction) and the outcome…
Abstract
Purpose
This paper aims to understand how the perceived usefulness of voice assistants (VAs) is affected by the perceived quality of the process (interaction) and the outcome (information). The authors also aim to determine the extent to which the perceived usefulness of VAs improves the perceived privacy associated with their use and increases users’ intention to continue using them. Consumer technology innovativeness is included as a personal trait moderator, to compare the results between tech and nontech innovators. For this purpose, the authors use the framework of the uses and gratifications theory (U>).
Design/methodology/approach
A survey of 467 VA users was conducted and structural equation modeling was used to analyze the data.
Findings
The authors identify two main determinants of the perceived usefulness of VAs that influence users’ intention to continue using this technology, process quality and outcome quality. These two factors influence the continued use of VAs in different ways depending on the technology innovativeness of the consumers. The results show that tech innovators are oriented toward the interactive experience, and therefore, mainly value the process quality. In addition, nontech innovators are oriented toward a satisfactory response from VAs, and therefore, primarily value the outcome quality. In addition, the positive effect of perceived usefulness on perceived privacy is higher for tech innovators.
Originality/value
This study enhances the literature on the perceived usefulness of VAs within the framework of U>. It identifies two antecedents (process quality and outcome quality) of perceived usefulness and observes significant differences based on technological innovativeness.
Objetivo
Este artículo tiene como objetivo entender cómo la utilidad percibida de los Asistentes de Voz (AV) se ve afectada por la calidad percibida del proceso (interacción) y el resultado (información). Asimismo, busca determinar hasta qué punto la utilidad percibida de los AVs mejora la privacidad percibida asociada con su uso y, consecuentemente, la intención de los usuarios de seguir utilizándolos. La innovación tecnológica se incluye como moderador personal para comparar los resultados entre innovadores tecnológicos y no tecnológicos. Para este propósito, utilizamos la Teoría de Usos y Gratificaciones (U>).
Diseño
Se realizó una encuesta a 467 usuarios de AVs, y se utilizó la modelización de ecuaciones estructurales (SEM) para analizar los datos.
Resultados
La calidad del proceso y la calidad del resultado son antecedentes claros de la utilidad percibida de los AVs, que afecta a la intención de los usuarios de seguir usándolos. La influencia de ambos factores difiere entre usuarios según su nivel de innovación tecnológica. Los resultados muestran que los innovadores tecnológicos valoran más la experiencia interactiva y la calidad del proceso, mientras que los no innovadores tecnológicos se enfocan en obtener respuestas satisfactorias de los AVs. Además, la influencia positiva de la utilidad percibida en la privacidad percibida es más pronunciada en los innovadores tecnológicos.
Originalidad
Este estudio enriquece la literatura sobre la utilidad percibida de los AVs dentro del marco de la U>. Identifica dos factores previos (calidad del proceso y calidad del resultado) de la utilidad percibida y observa diferencias significativas basadas en la innovación tecnológica.
目的
本文旨在了解语音助手(VAs)的感知有用性如何受到过程(交互)和结果(信息)的感知质量的影响。我们还旨在确定语音助手的感知有用性在多大程度上改善了与使用语音助手相关的感知隐私, 并提高了用户继续使用语音助手的意愿。我们将消费者的技术创新性作为个人特质调节因素, 以比较技术创新者和非技术创新者的结果。为此, 我们使用了 “使用与满足理论"(U>)框架。
设计/方法/途径
我们对 467 名增值服务用户进行了调查, 并使用结构方程模型(SEM)对数据进行了分析。
研究结果
我们确定了影响用户继续使用该技术意向的虚拟机构感知有用性的两个主要决定因素:(1)过程质量和(2)结果质量。根据消费者的技术创新能力, 这两个因素以不同的方式影响着虚拟现实技术的持续使用。结果显示, 技术创新者以互动体验为导向, 因此主要看重过程质量。此外, 非技术创新者倾向于从虚拟机构获得令人满意的回应, 因此主要看重结果质量。此外, 对于科技创新者来说, 感知有用性对感知隐私的积极影响更大。
价值
本研究在 U> 框架内加强了有关虚拟机构感知有用性的文献。它确定了感知有用性的两个前因(过程质量和结果质量), 并观察到了基于技术创新性的显著差异。
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With the upgrade of natural language interaction technology, the simulation extension of intelligent voice assistants (IVAs) and the uncertainty of products and services have…
Abstract
Purpose
With the upgrade of natural language interaction technology, the simulation extension of intelligent voice assistants (IVAs) and the uncertainty of products and services have received more and more attention. However, most of the existing research focuses on investigating the application of theories to explain consumer behavior related to intention to use and adopt IVAs, while ignoring the impact of its privacy issues on consumer resistance. This article especially examines the negative impact of artificial intelligence-based IVAs’ privacy concerns on consumer resistance, and studies the mediating effect of perceived creepiness in the context of privacy cynicism and privacy paradox and the moderating effect of anthropomorphized roles of IVAs and perceived corporate social responsibility (CSR) of IVAs’ companies. The demographic variables are also included.
Design/methodology/approach
Based on the theory of human–computer interaction (HCI), this study addresses the consumer privacy concerns of IVAs, builds a model of the influence mechanism on consumer resistance, and then verifies the mediating effect of perceived creepiness and the moderating effect of anthropomorphized roles of IVAs and perceived CSR of IVAs companies. This research explores underlying mechanism with three experiments.
Findings
It turns out that consumers’ privacy concerns are related to their resistance to IVAs through perceived creepiness. The servant (vs. partner) anthropomorphized role of IVAs is likely to induce more privacy concerns and in turn higher resistance. At the same time, when the company’s CSR is perceived high, the impact of the concerns of IVAs’ privacy issues on consumer resistance will be weakened, and the intermediary mechanism of perceiving creepiness in HCI and anthropomorphism of new technology are further explained and verified. The differences between different age and gender are also revealed in the study.
Originality/value
The research conclusions have strategic reference significance for enterprises to build the design framework of IVAs and formulate the response strategy of IVAs’ privacy concerns. And it offers implications for researchers and closes the research gap of IVAs from the perspective of innovation resistance.
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Norbayah Mohd Suki, Norazah Mohd Suki and Muhammad Faiz Hussin Shokri
Muslims are obliged to make a contribution to the less fortunate through zakat, which is one of the means of wealth distribution. However, very few studies have investigated the…
Abstract
Purpose
Muslims are obliged to make a contribution to the less fortunate through zakat, which is one of the means of wealth distribution. However, very few studies have investigated the behavioural intention of users toward social media networks that use creative animation for zakat online campaigns to promote zakat awareness in developing nations. The rich content of zakat in social media networks using creative animation could attract today’s youth to engage with zakat. This research aims to examine the factors that influence youths’ intention to use social media networks for understanding zakat online campaigns that use creative animation.
Design/methodology/approach
Data were analysed via Analysis of Moment Structures (AMOS) version 18 to test the covariance-based structural equation modelling technique.
Findings
The results reveal that social influence has the greatest significant impact on youths’ intention to use social media networks for understanding zakat online campaigns that use creative animation. Officers in zakat institutions are supportive of the use of zakat campaigns that use creative animation on social media networks to enhance zakat understanding of the youth. Besides, individuals who are important to them would recommend accepting zakat online campaigns that use creative animation on social media networks to enhance their zakat understanding.
Practical implications
The social media networks of the zakat institutions should be designed with more creative, interactive and animated content to improve the quality of communication about the importance and benefits of contributing zakat. The content creator should use an inspiring emotional marketing strategy in their social media postings, interactive infographics and interactive videos because informational posts and emotionally positive content travel quicker than any other sort of content on social media through social sharing.
Originality/value
This study is unique and is noticeable as very few studies have investigated youths’ behavioural intention after viewing zakat online campaigns with creative animation on social media networks in a developing nation to promote zakat awareness. This platform has great potential to increase the engagement of working youth as zakat payers.
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Jitender Kumar, Manju Rani, Garima Rani and Vinki Rani
ChatGPT is an advanced artificial intelligence (AI) form that can generate human-like text based on large amounts of data. This paper aims to empirically examine the ChatGPT…
Abstract
Purpose
ChatGPT is an advanced artificial intelligence (AI) form that can generate human-like text based on large amounts of data. This paper aims to empirically examine the ChatGPT adoption level among Indian individuals by considering the key factors in determining individuals’ attitudes and intentions toward newly emerged AI tools.
Design/methodology/approach
This paper used “partial least square structural equation modeling” (PLS-SEM) to investigate the relation among several latent factors by applying a representative sample of 351 individuals.
Findings
This study found that trialability, performance expectancy and personal innovativeness significantly influence individuals' attitudes, while compatibility and effort expectancy do not significantly impact attitudes. Additionally, trialability, performance expectancy, effort expectancy, personal innovativeness and attitude significantly influence behavioral intentions. However, compatibility has an insignificant impact on behavioral intention. Moreover, the research highlights that attitude and behavioral intention directly correlate with actual use. Specifically, the absence of compatibility makes people hesitate to use technology that does not meet their specific needs.
Practical implications
These unique findings provide valuable insights for technology service providers and government entities. They can use this information to shape their policies, deliver timely and relevant updates and enhance their strategies to boost the adoption of ChatGPT.
Originality/value
This paper is one of the pioneering attempts to exhibit the research stream to understand the individual acceptance of ChatGPT in an emerging country. Moreover, it gained significant attention from individuals for delivering a unique experience and promising solutions.
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Minu Gupta and Ravi Kiran
This study firstly aims to prepare a hierarchical structure of the barriers contributing to digital exclusion of women. Secondly, the study aims to understand the…
Abstract
Purpose
This study firstly aims to prepare a hierarchical structure of the barriers contributing to digital exclusion of women. Secondly, the study aims to understand the inter-relationship of the barriers by converting them into a cyclic flow.
Design/methodology/approach
Systematic review was conducted through Web of Science and EBSCO Host Discovery Services with keywords: “digital divide” OR “digital gap” OR “digital inequality” OR “online difference” AND gender AND wom?n AND factors OR “demographic factors” OR “socio-economic” OR determinants OR reasons OR causes OR influences. Review was conducted of articles published in English language after 2012. Systematic literature review was conducted in line with Preferred Reporting Items for Systematic Reviews and Meta-Analyses Framework 2020. Authors reviewed 21 reports.
Findings
This research found absence of education as the root of digital exclusion of women in the hierarchy of barriers. The cyclic flow of barriers displayed that how ill education of women lead to financial and psychological dependence of women on men, creating a hurdle in women empowerment. To break the cycle of digital exclusion, women education is must not only on primary basis but their tertiary education is important too.
Originality/value
This study makes an important contribution by ranking those barriers in a pyramid hierarchy and depicting their inter relation by framing a cyclic structure. This study provides suggestions to remove those barriers and ultimately break their chain to provide digital inclusive society for women.
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Ali Abdallah Alalwan, Abdullah M. Baabdullah, Mutaz M. Al-Debei, Ramakrishnan Raman, Hitmi Khalifa Alhitmi, Amjad A. Abu-ElSamen and Yogesh K. Dwivedi
There is always a need to discover how a paradox between a customer’s desire for a more personalized experience and their privacy and security concerns would shape their intention…
Abstract
Purpose
There is always a need to discover how a paradox between a customer’s desire for a more personalized experience and their privacy and security concerns would shape their intention to continue using contactless payment methods. However, personalization–privacy paradox has not been well-covered over the area of contactless payment. Therefore, this study aims to empirically examine the impact of personalization–privacy paradox on the customers’ continued intention (CIN) to use contactless payment.
Design
/methodology/approach – The empirical part of the current study was conducted in Saudi Arabia by collecting the primary data using online questionnaire from a convenience sample size of 297 actual users of contactless payment methods.
Findings
Based on structural equation modeling, personalization and privacy invasion were approved to significantly impact perceived value of information disclosure (PVD). Strong causal associations were confirmed between perceived severity, structural assurance and response cost with privacy invasion. Finally, both PVD and privacy invasion significantly predict CIN.
Research limitations/implications
There are other important factors (i.e. technology interactivity, technology readiness, social influence, trust, prior experience, etc.) were not tested in the current study. Therefore, future studies would pay more attention regarding the impact of these factors. The current study data were also collected using a convenience sample of actual users of contactless payment methods. Therefore, there is a concern regarding the generalizability of the current study results to other kind of customers who have not used contactless payment.
Originality/value
This study has integrated both personalization–privacy paradox and protection motivation theory in one model. The current study holds value in providing a new and complete picture of the inhibitors and enablers of customers’ CIN to use contactless payment, including new types of inhibitors. Furthermore, personalization–privacy paradox has not been fully examined over the related area of Fintech and contactless payment in general. Therefore, this study was able to extend the theoretical horizon personalization–privacy paradox to new area (i.e. contactless payment) and new cultural context (Saudi Arabia).