Despite the hype surrounding Artificial Intelligence (AI), the potential of AI in customer relationship management (CRM) remains underexplored in academia. A between-subjects experiment examined the ...effects of the type of relationship (virtual assistantship versus virtual friendship) consumers build with AI-enabled chatbots on brand personality perception, parasocial interaction (PSI), and CRM. The main effects of the relationship type on brand personality perception appeared for competent brand personality, but not for sincere brand personality. The consumer-chatbot relationship type had effects on CRM-related outcomes (behavioral intention, satisfaction, and trust) through competent brand personality. Consumers who interacted with a friend chatbot experienced stronger PSI with the chatbot, and the relationship type had an influence on brand personality perception through PSI. This mediating effect of PSI was observed for both brand personalities - competence and sincerity. The moderating role of ideological views (technopians versus luddites) in explaining the effect of the relationship type on brand personality perception was detected for sincere brand personality. AI designers and marketers need to develop AI user interface (UI) and user experience (UX) along with marketing strategies that not only can appeal to technopians ready to adopt innovative AI customer representatives but also can ultimately help alleviate luddites’ AI anxiety in the emerging “feeling economy” envisioned by Rust and Huang.
•Chatbots can form virtual assistantship versus virtual friendship with customers.•Chatbots can represent a brand in customer relationship management (CRM).•Brand personality perception and parasocial interaction (PSI) affect CRM.•Virtual friend chatbots induce stronger PSI than virtual assistant chatbots.•Technopians and luddites respond differently to AI-manifested brand personality.
Remediation by Degrees Lake, Savannah; Nicholson, Joseph
North Carolina libraries,
09/2023, Volume:
81, Issue:
1
Journal Article
Peer reviewed
In 2022, staff at J. Murrey Atkins Library initiated a metadata remediation project project that inserted FAST controlled vocabulary terms for subjects into legacy ETD records in its Niner Commons ...repository through an automated process and normalized data in other elements, all with a view to improving discoverability and the user experience. This case study describes the stages of the remediation process, the difficulties that were encountered in the course of the work, the results and findings of the project, and the challenges of ETD metadata remediation work in the contemporary institutional repository environment.
Analisa as principais técnicas e métodos de pesquisa da área de Experiência do Usuário, com objetivo de identificar sua relação e aplicação no Estudo de Usuários da informação. Apresenta a linha ...evolutiva e conceitos da Experiência do Usuário e do Estudo de Usuários, apontando para os objetivos comuns que perpassam as áreas, e a importância de se considerar a pesquisa de Experiência do Usuário no planejamento do Estudo de Usuários. A metodologia utilizada apresenta uma pesquisa exploratória qualitativa do tipo bibliográfica, em fontes de informação especializadas sobre os principais temas do estudo: Experiência do Usuário e Estudo de Usuários. O levantamento empregado com a pesquisa bibliográfica resultou em um quadro referencial que apresenta as técnicas e métodos mais citados na literatura para a pesquisa de Experiência do Usuário, detalhadas por conceito/uso, vantagens e limitações. A análise das técnicas e métodos de pesquisa de Experiência do Usuário possibilita acompanhar novas tendências para a coleta de dados do Estudo de Usuários e no planejamento dos serviços de informação.
The user experience (UX) is an emerging field in user research and design, and the development of UX evaluation methods presents a challenge for both researchers and practitioners. Different UX ...evaluation methods have been developed to extract accurate UX data. Among UX evaluation methods, the mixed-method approach of triangulation has gained importance. It provides more accurate and precise information about the user while interacting with the product. However, this approach requires skilled UX researchers and developers to integrate multiple devices, synchronize them, analyze the data, and ultimately produce an informed decision. In this paper, a method and system for measuring the overall UX over time using a triangulation method are proposed. The proposed platform incorporates observational and physiological measurements in addition to traditional ones. The platform reduces the subjective bias and validates the user's perceptions, which are measured by different sensors through objectification of the subjective nature of the user in the UX assessment. The platform additionally offers plug-and-play support for different devices and powerful analytics for obtaining insight on the UX in terms of multiple participants.
This article explores how entrepreneurs engage users in innovation in order to identify collaboration opportunities between entrepreneurship and technical and professional communication (TPC) ...scholars interested in user experience (UX). This article surveyed American entrepreneurs (N = 100) asking when and how they involve users in product development. The results suggest that most entrepreneurs do engage users to drive innovation and understand their markets, but do so largely through informal means. Our research suggests that UX can serve as a connection point for TPC scholars and entrepreneurs, especially if TPC emphasizes the role of UX in innovation and offers entrepreneurs efficient yet reliable user-research methodologies.
Displays with panels larger than 30 inches are being provided to workers in corporate settings at an increasing rate. Additionally, some models are offered that have curved panels. This field study ...was designed to observe user selected position of 34 inch curved and flat displays and determine if there are positioning, user experience and satisfaction differences between pre-presbyopes and presbyope workers who have multifocal vision correction. The results indicate that participants position larger displays a little farther away than displays with a less than 30 inch diagonal. Newer, larger displays did not reduce reports of eye discomfort, but they did significantly reduce reports of neck and shoulder discomfort. Study participants preferred working with the curved display compared to the large flat display.
We develop and test a model that suggests that expectations influence subjective usability and emotional experiences and, thereby, behavioral intentions to continue use and to recommend the service ...to others. A longitudinal study of 165 real-life users examined the proposed model in a proximity mobile payment domain at three time points: before use, after three weeks of use, and after six weeks of use. The results confirm the short-term influence of expectations on users’ evaluations of both usability and enjoyment of the service after three weeks of real-life use. Users’ evaluations of their experiences mediated the influence of expectations on behavioral intentions. However, after six weeks, users’ cumulative experiences of the mobile payment service had the strongest impact on their evaluations and the effect of pre-use expectations decreased. The research clarifies the role of expectations and highlights the importance of viewing expectations through a temporal perspective when evaluating user experience.
•We examine the temporal role of pre-use expectations in framing user experiences.•Expectations influence perceived usability of a service after three weeks of usage.•Expectations influence enjoyment of a service after three weeks of usage.•Users’ experiences mediate the influence of expectations on behavioral intentions.•After six weeks, experiences have the strongest impact on users’ evaluations.
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