This study delves into the dual nature of artificial intelligence (AI), illuminating its transformative potential that has the power to revolutionize various aspects of our lives. We delve into ...critical issues such as AI hallucinations, misinformation, and unpredictable behavior, particularly in large language models (LLMs) and AI-powered chatbots. These technologies, while capable of manipulating human decisions and exploiting cognitive vulnerabilities, also hold the key to unlocking unprecedented opportunities for innovation and progress. Our research underscores the need for robust, ethical AI development and deployment frameworks, advocating a balance between technological advancement and societal values. We emphasize the importance of collaboration among researchers, developers, policymakers, and end users to steer AI development toward maximizing benefits while minimizing potential harms. This study highlights the critical role of responsible AI practices, including regular training, engagement, and the sharing of experiences among AI users, to mitigate risks and develop the best practices. We call for updated legal and regulatory frameworks to keep pace with AI advancements and ensure their alignment with ethical principles and societal values. By fostering open dialog, sharing knowledge, and prioritizing ethical considerations, we can harness AI’s transformative potential to drive human advancement while managing its inherent risks and challenges.
Purpose - The objective of this study is to modify the SERVPERF scale by incorporating the additional dimension of recoverability, and to empirically test and refine the modified SERVPERF instrument ...using survey data from China. The study aims to assess the potential antecedents of customer satisfaction in the fast food industry in China. The antecedents include service quality, food quality, and perceived value. Finally, it seeks to examine the relationship between behavioral intentions and customer satisfaction in the fast food industry in mainland China.Design methodology approach - A survey was used to evaluate customer perceptions of the service quality in fast-food restaurants (FFRs). Exploratory factor analysis and confirmatory factor analysis were used to assess the reliability and validity of the modified Chinese FFR SERVPERF instrument. Structural equation modeling was employed to assess the hypothesized relationships.Findings - Reliability, recoverability, tangibles, and responsiveness were all significant dimensions of perceived service quality. Food quality, perceived value and service quality all had a direct and positive relationship with satisfaction, which in turn influenced behavioral intentions.Originality value - Western-style fast food franchises are increasingly crossing national boundaries and looking for growth among customers in China. China is becoming a major player in the global market because of its size and growth potential, particularly after its accession to the World Trade Organization. The transference of a western business model is not appropriate in the context of China without testing because of dietary and cultural differences. The study modified the SERVPERF instrument and empirically validated the instrument using data from China. The results contribute to the understanding of service quality in China's fast food industry and provide insight about service management and improvement opportunities in Chinese service operations.
Social commerce is a new development in e-commerce and social networks. Consumers belonging to various social communities of interest often rely on information generated by these communities to make ...online purchase decisions. This empirical research study explores the relational and security aspects of social commerce. It looks at technology-enabled customer relationship quality, privacy, and security protection as determinants of social commerce decisions. The results show that the web experience and online convenience delivered through the social commerce provider website positively influence the perceived customer relationship quality as a driver of social commerce purchase and sharing behavior. Additionally, the study finds that while perceived security protection is still a significant influencer of social commerce decisions, perceived privacy protection is no longer a primary customer concern.
ABSTRACT
Understanding the decision‐making factors associated with public transportation is essential in strategic development of public transportation to improve acceptance and utilization of mass ...transit systems. This research analyzes factors affecting attitudes toward public transportation and the choice of transportation mode by investigating the public transportation decision‐making process of working professionals using a survey methodology. The objectives of this research are to model the transportation decision‐making process of public transportation users in a metropolitan area and to determine key factors that affect the public transportation choices made by potential public transportation users. This study contributes to the literature by developing and testing an integrated theoretical framework for modeling an individual's public transportation decision‐making process using four independent variables: Perceived Public Transportation Security, Knowledge, Price, and Convenience. We develop the proposed theoretical framework based upon the extant literature and tested it using partial least squares structural equation modeling (PLS‐SEM). Based on the Theory of Reasoned Action, the Theory of Planned Behavior, and utility theory, we develop the factors and refine associated items using confirmatory factor analysis.
Mobile advertising accounted for 137 billion dollars or 55% of 2021 U.S. total digital advertising expenditures. Delivery time and tone of language in advertisements (ads) are two little explored ...characteristics in mobile advertising. This paper examines how morning delivery and the use of a friendly language tone in ads are related to customer purchase intention. Based on survey data from the U.S. population, morning ads with a friendly tone are less irritating and positively influence customer attitude toward mobile learning from the ads, which result in increasing consumer purchase intention. In other words, morning and friendly-toned ads have a positive indirect impact on purchase intention. This research contributes to the body of literature on mobile marketing by providing empirical evidence on the value of delivery time and language tone of mobile communication because such delivery avoids irritating users and increases purchase intention. The developed research model is supported by the appraisal theory of emotions.
In the past decade, cities around the world have published their open data as a new service. Some have used this service innovatively, as a vehicle to improve service quality, efficiency, ...accountability, and transparency. While some studies highlight open data success stories, others show a lack of supporting evidence. In either case, cities currently face such challenges as: How can cities and organizations measure their open data capability? How does assessment allow enhancement of open data capability? The purpose of our study is to demonstrate applied open government data evaluation using the theoretical lens of dynamic capability. An assessment based on a framework called Open Data Roadmap (ODR) is performed on Denton, TX, a mid-sized U.S. city. Data is then integrated through a mixed-method analysis involving two publicly available OD models (CODC and Thorsby, respectively) and a crowdsourced resident evaluation, and the results are presented of the effects of this assessment in relation to dynamic capabilities involving a third model (Chong et al. 2018). We conclude that ODR has the potential to assist governments and other organizations in boosting community engagement, introducing innovative services, and presenting OD as one component of their organization’s competitiveness.
Purpose
The purpose of this paper is to propose and test a healthcare framework of service quality, perceived value, and satisfaction in Ghana. More specifically, this study investigates the role and ...effect of service quality on patient satisfaction and perceived value in Ghana’s healthcare delivery.
Design/methodology/approach
Data were gathered through surveys administered to 113 healthcare patients in Ghana. partial least square-structural equation modeling analysis was used to empirically test the research model.
Findings
Results show healthcare quality significantly influences satisfaction and perceived value of healthcare delivery. Additionally, perceived value’s impact on satisfaction and behavioral intention shows that increasing perceived benefits while reducing perceived costs leads to repeat behavior and paves the way for retention strategy for healthcare management.
Research limitations/implications
This study yields a series of limitations in its results and conclusions. These limitations and future research are discussed in Section 7 of the study.
Originality/value
This study contributes to the literature by examining the effects of healthcare service quality on patient satisfaction and perceived value, determining the effect of healthcare service quality on patients’ behavioral intention, and testing the proposed framework in Ghana, a fast growing and economically liberalized emerging country in Sub-Saharan Africa.
Relational connectedness is an important factor for identifying requirements of and building long-term customer-organization relationships. This research investigates how the relational connectedness ...construct connects with relationship marketing theory. The empirical study provides greater insight into relationship marketing by comparing two models that capture the relevance of relationship marketing and its influence on trust, connections, commitment, and future intentions in the community-based nonprofit and public sectors. Findings support relational connectedness as an important construct for understanding the relationship marketing processes. This study presents theoretical support for the use of additional constructs in nonprofit and public sector marketing theory. Relationship marketing activities can lead to extended relationships. This research posits and evaluates a new structural model that shows that relational connectedness is appropriate for understanding the processes of relationship marketing in the nonprofit and public sectors.
This research develops and tests an extended Expectation-Confirmation Model (ECM) framework to investigate IT continuance behavior for the workplace and personal use. After collecting empirical data ...from emerging technology users, the authors created a new model that considers the oft-slighted bilateral nature of user satisfaction, which is divisible into cognitive and emotional satisfaction elements. The proposed model substitutes perceived benefit for perceived usefulness, which figures prominently in previous ECM models and yet fails to capture non-utilitarian advantages of IT. Also, the new model captures emotional aberrations and demonstrates repercussions in the continuance dependent variable.
Our findings indicate that perceived benefit exhibits a strong positive effect on both cognitive and emotional satisfaction, as well as on user continuance intention. Further, results suggest that cognitive and emotional satisfaction are vital drivers of continuance and are necessary for IT product success. Moreover, emotional satisfaction exerts a stronger influence on continuance than does cognitive satisfaction, which implies that managers should emphasize emotional advantages, together with work performance. The IT product team can derive practical information from measured emotional responses arising from either normal or non-normal user behaviors. Overall, this work fills a research void in the IS literature, contributes to understanding IT post-adoption behavior, and describes a new perspective in IT continuance research.
