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Assistant platforms 助理平台
3区 管理学 Q1 BUSINESS Pub Date : 2023-11-14 DOI: 10.1007/s12525-023-00671-2
Rainer Schmidt, Rainer Alt, Alfred Zimmermann
Abstract Many assistant systems have evolved toward assistant platforms. These platforms combine a range of resources from various actors via a declarative and generative interface. Among the examples are voice-oriented assistant platforms like Alexa and Siri, as well as text-oriented assistant platforms like ChatGPT and Bard. They have emerged as valuable tools for handling tasks without requiring deeper domain expertise and have received large attention with the present advances in generative artificial intelligence. In view of their growing popularity, this Fundamental outlines the key characteristics and capabilities that define assistant platforms. The former comprise a multi-platform architecture, a declarative interface, and a multi-platform ecosystem, while the latter include capabilities for composition, integration, prediction, and generativity. Based on this framework, a research agenda is proposed along the capabilities and affordances for assistant platforms.
许多辅助系统都向辅助平台发展。这些平台通过声明式和生成式接口将来自不同参与者的一系列资源组合在一起。其中的例子包括像Alexa和Siri这样的语音助理平台,以及像ChatGPT和Bard这样的文本助理平台。它们已经成为处理任务的有价值的工具,而不需要更深入的领域专业知识,并且随着当前生成式人工智能的进展而受到广泛关注。鉴于它们越来越受欢迎,本基础概述了定义助手平台的关键特征和功能。前者包括多平台架构、声明性接口和多平台生态系统,而后者包括组合、集成、预测和生成功能。在此基础上,提出了辅助平台的功能和功能支持的研究议程。
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引用次数: 0
Antecedents and outcomes of virtual presence in online shopping: A perspective of SOR (Stimulus-Organism-Response) paradigm 网络购物中虚拟存在的前因与结果:一个刺激-有机体-反应范式的视角
3区 管理学 Q1 BUSINESS Pub Date : 2023-11-09 DOI: 10.1007/s12525-023-00674-z
Mei-Ju Chen
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引用次数: 0
Information provision measures for voice agent product recommendations— The effect of process explanations and process visualizations on fairness perceptions 语音代理产品推荐的信息提供措施-过程解释和过程可视化对公平性感知的影响
3区 管理学 Q1 BUSINESS Pub Date : 2023-11-04 DOI: 10.1007/s12525-023-00668-x
Helena Weith, Christian Matt
Abstract While voice agent product recommendations (VAPR) can be convenient for users, their underlying artificial intelligence (AI) components are subject to recommendation engine opacities and audio-based constraints, which limit users’ information level when conducting purchase decisions. As a result, users might feel as if they are being treated unfairly, which can lead to negative consequences for retailers. Drawing from the information processing and stimulus-organism-response theory, we investigate through two experimental between-subjects studies how process explanations and process visualizations—as additional information provision measures—affect users’ perceived fairness and behavioral responses to VAPRs. We find that process explanations have a positive effect on fairness perceptions, whereas process visualizations do not. Process explanations based on users’ profiles and their purchase behavior show the strongest effects in improving fairness perceptions. We contribute to the literature on fair and explainable AI by extending the rather algorithm-centered perspectives by considering audio-based VAPR constraints and directly linking them to users’ perceptions and responses. We inform practitioners how they can use information provision measures to avoid unjustified perceptions of unfairness and adverse behavioral responses.
虽然语音代理产品推荐(VAPR)可以方便用户,但其底层人工智能(AI)组件受到推荐引擎的不透明性和基于音频的约束,这限制了用户在进行购买决策时的信息水平。因此,用户可能会觉得自己受到了不公平的对待,这可能会给零售商带来负面影响。根据信息加工和刺激-生物反应理论,我们通过两个实验研究了过程解释和过程可视化作为额外的信息提供措施如何影响用户对vapr的公平感和行为反应。我们发现,过程解释对公平感有积极影响,而过程可视化则没有。基于用户个人资料和购买行为的过程解释在提高公平感知方面效果最强。我们通过考虑基于音频的VAPR约束并将其直接与用户的感知和反应联系起来,扩展了以算法为中心的视角,从而为公平和可解释的人工智能的文献做出了贡献。我们告知从业者如何使用信息提供措施来避免对不公平的不合理感知和不良行为反应。
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引用次数: 0
Seeking empathy or suggesting a solution? Effects of chatbot messages on service failure recovery 寻求同情还是提出解决方案?聊天机器人消息对服务故障恢复的影响
3区 管理学 Q1 BUSINESS Pub Date : 2023-11-04 DOI: 10.1007/s12525-023-00673-0
Martin Haupt, Anna Rozumowski, Jan Freidank, Alexander Haas
Abstract Chatbots as prominent form of conversational agents are increasingly implemented as a user interface for digital customer-firm interactions on digital platforms and electronic markets, but they often fail to deliver suitable responses to user requests. In turn, individuals are left dissatisfied and turn away from chatbots, which harms successful chatbot implementation and ultimately firm’s service performance. Based on the stereotype content model, this paper explores the impact of two universally usable failure recovery messages as a strategy to preserve users’ post-recovery satisfaction and chatbot re-use intentions. Results of three experiments show that chatbot recovery messages have a positive effect on recovery responses, mediated by different elicited social cognitions. In particular, a solution-oriented message elicits stronger competence evaluations, whereas an empathy-seeking message leads to stronger warmth evaluations. The preference for one of these message types over the other depends on failure attribution and failure frequency. This study provides meaningful insights for chatbot technology developers and marketers seeking to understand and improve customer experience with digital conversational agents in a cost-effective way.
聊天机器人作为一种重要的会话代理形式,越来越多地被用作数字平台和电子市场上客户与公司互动的用户界面,但它们往往无法对用户的请求做出适当的响应。反过来,个人不满意并远离聊天机器人,这损害了聊天机器人的成功实施,最终损害了公司的服务绩效。基于刻板印象内容模型,本文探讨了两种普遍可用的故障恢复消息作为保持用户恢复后满意度和聊天机器人重用意图的策略的影响。三个实验结果表明,聊天机器人恢复信息对恢复反应有积极的影响,这种影响是由不同的社会认知介导的。特别是,以解决方案为导向的信息会引起更强的能力评价,而寻求共情的信息会导致更强的温暖评价。对其中一种消息类型的偏好取决于故障归属和故障频率。这项研究为聊天机器人技术开发者和营销人员提供了有意义的见解,他们希望以经济有效的方式了解和改善数字会话代理的客户体验。
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引用次数: 0
Challenges of IT freelancers on digital labor platforms: A topic model approach IT自由职业者在数字劳动平台上的挑战:主题模型方法
3区 管理学 Q1 BUSINESS Pub Date : 2023-10-23 DOI: 10.1007/s12525-023-00675-y
Lisa Gussek, Alex Grabbe, Manuel Wiesche
Abstract Freelancers working on digital labor platforms have to deal with many challenges. IT freelancers should be considered separately due to special characteristics such as high skill level or collaborative nature of IT work. Through a Latent Dirichlet Allocation analysis of 2804 forum posts with over 20,000 comments from IT freelancers and additional qualitative analysis, we assign themes to each identified topic, cluster them into aggregated dimensions, and illustrate the interrelationships in a model of IT freelancing. Thus, we examine the challenges of IT freelancers and synthesize them. We extend the challenges of online freelancing already outlined in the literature and identify four IT-specific challenges for IT freelancers. Therefore, we improve our understanding of how IT work is performed on digital labor platforms and which particular aspects should be considered in future research. Furthermore, we highlight implications for practitioners, i.e., IT freelancers on the one hand and platform owners on the other hand.
在数字劳动平台上工作的自由职业者必须应对许多挑战。由于IT工作的高技能水平或协作性质等特殊特征,应单独考虑IT自由职业者。通过对来自IT自由职业者的2804个论坛帖子的潜在狄利克雷分配分析和额外的定性分析,我们为每个确定的主题分配主题,将它们聚类到聚合维度中,并说明IT自由职业者模型中的相互关系。因此,我们研究了IT自由职业者的挑战并综合了它们。我们扩展了已经在文献中概述的在线自由职业的挑战,并确定了IT自由职业者面临的四个IT特定挑战。因此,我们提高了对IT工作如何在数字劳动力平台上执行的理解,以及在未来的研究中应该考虑哪些特定方面。此外,我们强调了对从业者的影响,即一方面是IT自由职业者,另一方面是平台所有者。
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引用次数: 0
Babbling through social media: A cross-country study mapping out social networks using eWOM intentions 通过社交媒体胡言乱语:一项利用eom意图绘制社交网络的跨国研究
3区 管理学 Q1 BUSINESS Pub Date : 2023-10-23 DOI: 10.1007/s12525-023-00678-9
Zulal Isler, Meltem Kiygi-Calli, Maryam El Oraiby
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引用次数: 0
Exploring the academic development trace and theme evolution in Cross-Border Electronic Commerce 探讨跨境电子商务的学术发展轨迹和主题演变
3区 管理学 Q1 BUSINESS Pub Date : 2023-10-13 DOI: 10.1007/s12525-023-00676-x
Xiaorong He, Tong Ye, Dejian Yu
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引用次数: 0
Sanitizing data for analysis: Designing systems for data understanding 为分析清理数据:为数据理解设计系统
3区 管理学 Q1 BUSINESS Pub Date : 2023-10-09 DOI: 10.1007/s12525-023-00677-w
Joshua Holstein, Max Schemmer, Johannes Jakubik, Michael Vössing, Gerhard Satzger
Abstract As organizations accumulate vast amounts of data for analysis, a significant challenge remains in fully understanding these datasets to extract accurate information and generate real-world impact. Particularly, the high dimensionality of datasets and the lack of sufficient documentation, specifically the provision of metadata, often limit the potential to exploit the full value of data via analytical methods. To address these issues, this study proposes a hybrid approach to metadata generation, that leverages both the in-depth knowledge of domain experts and the scalability of automated processes. The approach centers on two key design principles—semanticization and contextualization—to facilitate the understanding of high-dimensional datasets. A real-world case study conducted at a leading pharmaceutical company validates the effectiveness of this approach, demonstrating improved collaboration and knowledge sharing among users. By addressing the challenges in metadata generation, this research contributes significantly toward empowering organizations to make more effective, data-driven decisions.
随着组织积累了大量用于分析的数据,充分理解这些数据集以提取准确信息并产生实际影响仍然是一个重大挑战。特别是,数据集的高维性和缺乏足够的文件,特别是元数据的提供,往往限制了通过分析方法充分利用数据价值的潜力。为了解决这些问题,本研究提出了一种混合的元数据生成方法,利用领域专家的深入知识和自动化过程的可扩展性。该方法以两个关键的设计原则为中心——语义化和上下文化——以促进对高维数据集的理解。在一家领先的制药公司进行的实际案例研究验证了这种方法的有效性,展示了用户之间改进的协作和知识共享。通过解决元数据生成中的挑战,本研究为授权组织做出更有效的数据驱动决策做出了重大贡献。
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引用次数: 1
Unleashing the digital building bricks 释放数字建筑砖块
3区 管理学 Q1 BUSINESS Pub Date : 2023-10-03 DOI: 10.1007/s12525-023-00666-z
Michel Muschkiet, Tobias Wulfert, Robert Woroch, Gero Strobel, Leonardo Banh
Abstract The increasing online competition, associated changes in customer behaviors, and effects of the pandemic in recent years have led to increasing retail store closures. This development has given rise to a downward spiral in terms of a decreasing attractiveness of local shopping places and a further reduction of stores. Research has recognized that smart services can unleash the potential to compensate for the competitive disadvantages of physical retailers by combining tailored physical and digital offerings to enhance customer-oriented value creation. However, most approaches are limited to in-store services without addressing the wider shopping experience in retail surroundings. Therefore, this paper provides a classification framework for smart services in retail evaluated against 163 use cases, as well as six service archetypes. This work contributes to understanding relevant service design elements and proposes applying the idea of a holistic customer experience to service design in physical retail environments.
近年来,日益激烈的在线竞争、消费者行为的相关变化以及疫情的影响导致越来越多的零售商店关闭。这种发展导致了当地购物场所吸引力下降和商店进一步减少的恶性循环。研究已经认识到,智能服务可以通过结合定制的实体和数字产品来增强以客户为导向的价值创造,从而释放出弥补实体零售商竞争劣势的潜力。然而,大多数方法仅限于店内服务,而没有解决零售环境中更广泛的购物体验。因此,本文为零售业中的智能服务提供了一个分类框架,对163个用例以及6个服务原型进行了评估。这项工作有助于理解相关的服务设计元素,并提出将整体客户体验的理念应用于实体零售环境中的服务设计。
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引用次数: 0
Optimal quality regulation on the online health platform 网络健康平台最优质量监管
3区 管理学 Q1 BUSINESS Pub Date : 2023-09-23 DOI: 10.1007/s12525-023-00670-3
Jianyue Liu, Zhiqiang Ma
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Electronic Markets
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