Abstract: With the advancement of artificial intelligence technology, most companies are aware of the profound potential of artificial intelligence in commercial marketing. Man-machine dialogue has become the latest trend in marketing customer service. However, chatbots are often considered to be lack of intelligent or unfriendly conversion, which instead reduces the communication effect of chatbots. To ensure that chatbots represent the brand image and provide a good user experience, companies and users attach great importance. In this study, customer service chatbot was used as the research sample. The research variables are based on the theory of artificial intelligence emotions, integrating the technology acceptance model and innovation diffusion theory, and the three aspects of pleasure, arousal, and dominance of the human-machine PAD (Pleasure, Arousal and Dominance) dimension. The results show that most of the participants have a higher acceptance of innovative technologies and are high pleasure and arousal in the user experience. Participants still have traditional gender (female) service stereotypes about customer service chatbots. Users who have high trust in using chatbots can easily enhance brand acceptance and easily accept brand messages, extend the trust of chatbots to trust in the brand, and develop a positive attitude towards the brand.
Abstract: Despite the benefits of innovation diffusion in the
South African public service, implementation thereof seems to be
problematic, particularly with regard to e-governance which would
enhance the quality of service delivery, especially accessibility,
choice, and mode of operation. This paper reports on differences
between the public service and the private sector in terms of
innovation diffusion. Innovation diffusion will be investigated to
explore identified obstacles that are hindering successful
implementation of e-governance. The research inquiry is underpinned
by the diffusion of innovation theory, which is premised on the
assumption that innovation has a distinct channel, time, and mode of
adoption within the organisation. A comparative thematic document
analysis was conducted to investigate organisational differences with
regard to innovation diffusion. A similar approach has been followed
in other countries, where the same conceptual framework has been
used to guide document analysis in studies in both the private and the
public sectors. As per the recommended conceptual framework, three
organisational characteristics were emphasised, namely the external
characteristics of the organisation, the organisational structure, and
the inherent characteristics of the leadership. The results indicated
that the main difference in the external characteristics lies in the
focus and the clientele of the private sector. With regard to
organisational structure, private organisations have veto power,
which is not the case in the public service. Regarding leadership,
similarities were observed in social and environmental responsibility
and employees’ attitudes towards immediate supervision. Differences
identified included risk taking, the adequacy of leadership
development, organisational approaches to motivation and
involvement in decision making, and leadership style. Due to the
organisational differences observed, it is recommended that
differentiated strategies be employed to ensure effective innovation
diffusion, and ultimately e-governance. It is recommended that the
results of this research be used to stimulate discussion on ways to
improve collaboration between the mentioned sectors, to capitalise on
the benefits of each sector.
Abstract: Prior literature on innovation diffusion or acceptance has almost exclusively concentrated on consumers’ positive attitudes and behaviors for new products/services. Consumers’ negative attitudes or behaviors to innovations have received relatively little marketing attention, but it happens frequently in practice. This study discusses consumer psychological factors when they try to learn or use new technologies. According to recent research, technological innovation acceptance has been considered as a dynamic or mediated process. This research argues that consumers can experience inertia and emotions in the initial use of new technologies. However, given such consumer psychology, the argument can be made as to whether the inclusion of consumer inertia (routine seeking and cognitive rigidity) and emotions increases the predictive power of new technology acceptance model. As data from the empirical study find, the process is potentially consumer emotion changing (independent of performance benefits) because of technology complexity and consumer inertia, and impact innovative technology use significantly. Finally, the study presents the superior predictability of the hypothesized model, which let managers can better predict and influence the successful diffusion of complex technological innovations.
Abstract: We discuss a theoretical conceptual framework to help
understand how the new business analytics technologies have
diffused in firms. We draw on three theoretical perspectives for this
purpose. They are innovation diffusion theory, IT Business Value
and the technology-organization-environment theory. We develop a
conceptual framework that helps understand the interlinkages among
factors affecting diffusion of business analytics and its impact on
performance.
Abstract: The evolution of ICT has changed all sections of society and these changes have been creating an irreversible impact on higher education institutions, which are expected to adopt innovative technologies in their teaching practices. As theorical framework this study select Rogers theory of innovation diffusion which is widely used to illustrate how technologies move from a localized invented to a widespread evolution on organizational practices. Based on descriptive statistical data collected in a European higher education institution three years longitudinal study was conducted for analyzing and discussion the different stages of a LMS adoption process. Results show that ICT integration in higher education is not progressively successful and a linear process and multiple aspects must be taken into account.