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Based on stimulus-organism-response theory, this study aims to explore how digital service communication strategies affected customers’ e-service agent use intentions through perceived warmth and competence.

A 2 × 2 scenario-based experiment was conducted to test the proposed relationships.

Findings indicated when a high-authority conversation party was engaged in digital service communications, customers showed higher e-service agent use intentions through perceived warmth and competence in an emoji-presence conversation style.

To the best of the authors’ knowledge, this study is the first to explore the effects of digital service communication strategies on customers’ internal and behavioral responses.

基于刺激-有机体-反应理论, 本研究探讨了数字服务沟通策略如何通过感知亲切和感知能力的方式影响了顾客对电子服务代理的使用意愿。

本研究进行了一项基于2x2情境的实验, 以测试所提出的关系。

研究结果表明, 当高权威的对话方参与数字服务沟通时, 顾客在表情存在的对话风格中通过亲切和能力的认知表现出更高的电子服务代理使用意愿。

本研究调查了对话方和对话方式作为数字服务沟通策略在顾客-数字服务互动中的影响。

本研究是第一个探讨数字服务沟通策略对顾客内部和行为反应影响的研究。

Customer service conversations are becoming increasingly digital and automated, leaving service encounters impersonal. The purpose of this paper is to identify how customer service agents and conversational artificial intelligence (AI) applications can provide a personal touch and improve the customer experience in customer service. The authors offer a conceptual framework delineating how text-based customer service communication should be designed to increase relational personalization.

This paper presents a systematic literature review on conversation styles of conversational AI and integrates the extant research to inform the development of the proposed conceptual framework. Using social information processing theory as a theoretical lens, the authors extend the concept of relational personalization for text-based customer service communication.

The conceptual framework identifies conversation styles, whose degree of expression needs to be personalized to provide a personal touch and improve the customer experience in service. The personalization of these conversation styles depends on available psychological and individual customer knowledge, contextual factors such as the interaction and service type, as well as the freedom of communication the conversational AI or customer service agent has.

The article is the first to conduct a systematic literature review on conversation styles of conversational AI in customer service and to conceptualize critical elements of text-based customer service communication required to provide a personal touch with conversational AI. Furthermore, the authors provide managerial implications to advance customer service conversations with three types of conversational AI applications used in collaboration with customer service agents, namely conversational analytics, conversational coaching and chatbots.

This paper engages Olaf Zawacki-Richter and Insung Jung in a frank and penetrating conversation that seeks to ground, frame, and problematise research in the field conceptualised as “open, distance and digital education” (ODDE). Taking as starting point the recent publication of the landmark Handbook of Open, Distance, and Digital Education (2022), it segues into a broad critique of the shortcomings of ODDE research, the importance of knowledge production on the meso- and macro-levels, the autonomy of ODDE as a field coming into its own, the place of postfoundationalism in ODDE discourse, and related topics that are pivotal in ODDE today.

The semi-structured interview was employed as the primary qualitative research method.

The research imperative of the relatively young but complex field of ODDE today is not the incessant reiteration of the same but rather a strategic reorientation that, first, circumvents the well-documented yet too-often-overlooked shortcomings of ODDE research and, second, promotes transboundary collaborations with the potential for system-wide impact.

This novel interview-based critique of ODDE research demonstrates that extending the scholarly discourse beyond the conventional report format is a productive method for enriching conversations on ODDE and vitalising the field itself.

During everyday work, individuals often engage in unplanned conversations that help them develop relationships, share information and coordinate tasks. Unfortunately, the work-from-home mandates issued due to the pandemic have reduced the frequency of unplanned conversations among employees. So, as businesses reopen, organizations are considering post-pandemic workplace solutions that can facilitate unplanned conversations. To aid these efforts and move research and theory on unplanned conversations forward, this study proposes and tests a multi-factor model of the antecedents of unplanned conversations.

This study adopted a multi-methodological approach and collected data using automated sensing technology, structured observations and cross-sectional survey methods. A total of 5,297 unplanned conversations among 61 employees were recorded using the custom mobile application and structured observations. Cross-sectional survey data about these employees' work contexts were also collected.

The study results showed that the model significantly predicted the frequency of unplanned conversations. Notably, technical expertise, perceived time pressure and team psychological safety significantly predicted the frequency of unplanned conversations. The study findings have both theoretical and practical significance.

Previous research studies have primarily focused on the influence of workplace designs on unplanned conversations. However, this study demonstrates that several other factors facilitate unplanned conversations. This research theorizes and empirically tests the relationship between unplanned conversations and several individual, team and organizational factors.

There are several connections between education and disinformation, including the association between years of schooling and vulnerability to unfounded hypothesizing. The purpose of this paper is to inquire into a competing explanation: political leaders might be exploring powerful teaching and learning strategies to disseminate agendas based on baseless assumptions, exploiting human’s tendency to generate robust theories even with incomplete or incorrect information.

The authors analyzed ten videos published online by a highly partisan YouTube channel. The footage contained informal encounters between former Brazilian President Jair Bolsonaro and supporters in front of his official residence. The team sought to answer two research questions: Do Mr Bolsonaro’s discursive moves include activators that lead the audience to understand that they are theorizing and reaching conclusions “on their own?” Does Mr Bolsonaro’s audience follow those clues and mention politically motivated hoaxes and conspiracy theories in their comments? This paper draws on perspectives from the field of educational research to investigate the mechanisms used by the president to shape public opinion.

The authors found evidence of the employment of elements akin to classroom discourse in the dialogues led by Mr Bolsonaro. Specifically, different types of rhetorical questions are present to a substantial extent in the data subset analyzed for this paper.

This work offers an alternative perspective to analyzing disinformation. By drawing from established literature from education research, this paper departs from facile explanations that take for granted the lack of intelligence of the audience. Conversely, it argues that popular, if not powerful, teaching and learning strategies might play an undesired role by shaping individuals’ cognitive processes to create robust, internally consistent theories about the world using flawed assumptions and incorrect “building blocks.”

Transaction cost economics sees a broad spectrum of governance structures spanned by two types of economic adaptation: autonomous and cooperative. Stakeholder theorists have drawn much inspiration from transaction cost economics but have not paid explicit attention to the centrality of the idea of adaptation in this literature. This study aims to address this gap.

The authors develop a novel conceptual framework applying the distinction between the two types of economic adaptation to stakeholder theory.

The authors argue that the idea of cooperative adaptation is particularly useful for describing the firm’s collaboration with primary stakeholders in the joint value creation process. In contrast, autonomous adaptation is more relevant for firms interacting with secondary stakeholders who are not directly engaged in joint value creation and may not have formal contractual relationships with the firm. Accordingly, cooperative adaptation can be seen as vital for resolving team production problems affecting joint value creation, whereas autonomous adaptation addresses how the firm maintains legitimacy within the larger stakeholder environment.

Similar to its significance for transaction cost economics, the distinction between the two types of adaptation equips stakeholder theory with a new systematic understanding of a potentially broad spectrum of firm–stakeholder collaboration forms.

Knowledge-intensive entrepreneurial firms succeed when they can better marshal their knowledge resources into productive advantages, necessitating entrepreneurial orientation (EO) and knowledge management (KM) processes of knowledge acquisition, application, conversion and protection. However, configurations of EO and KM processes are unaccounted for in extant theory, and the differences between the operating context of knowledge-intensive entrepreneurial firms are unclear. Therefore, this study investigates the configurational combination of EO and KM processes in two different contexts as native and immigrant entrepreneurial firms.

Drawing on the knowledge-based theory, the authors apply fuzzy-set qualitative comparative analysis (QCA) and necessity analysis of QCA (NCA) to data from Malaysian native (N = 185) and immigrant (N = 146) service-oriented entrepreneurial firms.

The results demonstrate that immigrant entrepreneurial firms’ performance relies on knowledge processes of knowledge acquisition and application to ensure intelligent effectuation of EO; but for native entrepreneurial firms, the critical knowledge processes for performance success are knowledge conversion and protection. The NCA suggests that EO is critical for both firms; however, conjunctional causations differ based on KM processes.

This study enriches the emerging knowledge-based theory of the entrepreneurial-oriented firm by advancing the theory and conversation by revealing how EO, KM processes and context link in which the profile of the EO–performance relationship is configurationally dependent. The study advances the knowledge-based theory of entrepreneurially-oriented firms to account for entrepreneurship in context.

Existing conceptualizations of organizational learning focus on processes and structures while also acknowledging a social element, usually framed as bringing people together through formal structures. While much scholarship notes that school culture mediates organizational learning, culture is often relegated to the realm of context. Affective and relational components of organizational learning remain undertheorized. The authors argue that attending more closely to the relational component of organizational learning will offer new insights into the enactment of organizational learning in schools.

The study briefly discusses schools of thought regarding organizational learning. It also summarizes extant conceptualizations of school climate and culture, laying these alongside the sense of community (SOC) framework (McMillan and Chavis, 1986). Utilizing prior research, it illustrates the value of bringing this framework into conversation with theories of organizational learning in schools to enrich understandings of the conditions under which organizational learning occurs.

The authors suggest a conceptualization of relationality in organizational learning rooted in SOC, a conceptualization that is both broader than merely transactional interactions and more precise than that offered by extant notions of school culture and climate.

The relational perspective captured by SOC offers researchers new avenues to more fulsomely explore the ways that trust, belonging, caring and shared values facilitate organizational learning. A more thorough understanding of the role of relationality in organizational learning may provide answers to salient questions, including why some teachers go above and beyond to seek out opportunities and why some changes stay bounded within departments and substructures.

Drawing on conversation of resources theory, the present paper aimed to investigate the effect of strengths-based leadership on follower career satisfaction and the mediating role of follower strengths use as well as the moderating role of emotional exhaustion in the relationship.

Research data were gathered at 3 time points with a sample of 210 participants working in various organizations in China. Structural equation model (SEM) was applied to examine the authors' hypotheses.

The results indicated that strengths-based leadership has a positive impact on follower career satisfaction and follower strengths use fully mediates the effect of strengths-based leadership on follower career satisfaction. More importantly, emotional exhaustion enhanced the direct relationship between strengths use and career satisfaction and the indirect association of strengths-based leadership with follower career satisfaction through follower strengths use.

The main limitation of the present paper was the single source of research data.

The present paper advances strengths-based leadership theory and research and provides a new insight into cultivating employee career satisfaction.

Talking about smart cities also entails talking about new ways of mobility. Various concepts compete for reimagining future mobility, most prominently connected cars, robo taxis, and other forms of shared mobility. New digital technologies, changing customer requirements, but also new competitors are dynamically affecting previous market logics. To stay future-proof in this new world of mobility, the automotive sector, which is an important nucleus for developing such mobility solutions, is currently undergoing fundamental digital transformation processes. Established car manufacturers have to find their path to choose out of the many possibilities on the rise. Against this backdrop, they face the major challenge to find an answer to the question: Who are we and who do we want to be in the future? Therefore, we argue that organizations’ digital transformation is highly entangled with questions on organizational identity and discuss digital transformation as a potential identity threat for established organizations.

We begin this chapter by introducing the concept of organizational identity. Afterward, we will continue with applying it to the practical context of car manufacturers: After depicting the major trends of digitalization in the mobility and automotive sector, we will focus on the digital transformation processes of established automotive companies and discuss their impact on organizational identity. Empirical illustrations of the Volkswagen case depict our theoretical considerations.

We provide theoretical ideas for better understanding the impact of digital transformation on organizational identity, as well as suggestions for practitioners concerned with organizations’ digital transformation processes.