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Article
Publication date: 13 November 2019

Monica Adya and Gloria Phillips-Wren

Decision making is inherently stressful since the decision maker must choose between potentially conflicting alternatives with unique hazards and uncertain outcomes. Whereas…

1004

Abstract

Purpose

Decision making is inherently stressful since the decision maker must choose between potentially conflicting alternatives with unique hazards and uncertain outcomes. Whereas decision aids such as decision support systems (DSS) can be beneficial in stressful scenarios, decision makers sometimes misuse them during decision making, leading to suboptimal outcomes. The purpose of this paper is to investigate the relationship between stress, decision making and decision aid use.

Design/methodology/approach

The authors conduct an extensive multi-disciplinary review of decision making and DSS use through the lens of stress and examine how stress, as perceived by decision makers, impacts their use or misuse of DSS even when such aids can improve decision quality. Research questions examine underlying sources of stress in managerial decision making that influence decision quality, relationships between a decision maker’s perception of stress, DSS use/misuse, and decision quality, and implications for research and practice on DSS design and capabilities.

Findings

The study presents a conceptual model that provides an integrative behavioral view of the impact of a decision maker’s perceived stress on their use of a DSS and the quality of their decisions. The authors identify critical knowledge gaps and propose a research agenda to improve decision quality and use of DSS by considering a decision maker’s perceived stress.

Originality/value

This study provides a previously unexplored view of DSS use and misuse as shaped by the decision and job stress experienced by decision makers. Through the application of four theories, the review and its findings highlight key design principles that can mitigate the negative effects of stressors on DSS use.

Details

Information Technology & People, vol. 33 no. 2
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 21 January 2021

Jengchung Victor Chen, Huyen Thi Le and Sinh Thi Thu Tran

To provide better services to customers, especially immediate responses and 24/7 availability, businesses are implementing text-based automated conversational agents, i.e…

2132

Abstract

Purpose

To provide better services to customers, especially immediate responses and 24/7 availability, businesses are implementing text-based automated conversational agents, i.e. chatbots on their social platforms and websites. Chatbots are required to not only provide customers with necessary consultancy and guidance but also communicate friendly and socially. Based on the cognitive fit theory, this study attempts to examine the role of chatbot as a decision aid and how the match between information presentation in forms of decisional guidance and communication style and the shopping task influences consumers' perceived cognitive fit and decision performance outcomes.

Design/methodology/approach

A 2 x 2 x 2 between subject online experiment was conducted to identify which kind of decisional guidance (suggestive and informative guidance) and communication style (task-oriented vs social-oriented style) are the most appropriate for each type of shopping task (searching vs browsing task).

Findings

The findings show that when customers interact with chatbots, they will perceive higher cognitive fit if the chatbots provide them with suggestive guidance and communicate in a friendly style especially when they perform a searching task.

Originality/value

This study is the first attempt to understand the role of chatbots as a decision aid to customers using the communicative language. This study also tries to explore the cognitive fit theory in a novel way, and we propose the information presentation in forms of communicative language rather than matrices, tables and graphs.

Details

Internet Research, vol. 31 no. 4
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 17 January 2023

Qian Chen, Yaobin Lu, Yeming Gong and Jie Xiong

This study investigates whether and how the service quality of artificial intelligence (AI) chatbots affects customer loyalty to an organization.

6404

Abstract

Purpose

This study investigates whether and how the service quality of artificial intelligence (AI) chatbots affects customer loyalty to an organization.

Design/methodology/approach

Based on the sequential chain model of service quality loyalty, this study first classifies AI chatbot service quality into nine attributes and then develops a research model to explore the internal mechanism of how AI chatbot service quality affects customer loyalty. The analysis of survey data from 459 respondents provided insights into the interrelationships among AI chatbot service quality attributes, perceived value, cognitive and affective trust, satisfaction and customer loyalty.

Findings

The results show that AI chatbot service quality positively affects customer loyalty through perceived value, cognitive trust, affective trust and satisfaction.

Originality/value

This study captures the attributes of the service quality of AI chatbots and reveals the significant influence of service quality on customer loyalty. This study develops research on service quality in the information system (IS) field and extends the sequential chain model of quality loyalty to the context of AI services. The findings not only help an organization find a way to improve customers' perceived value, trust, satisfaction and loyalty but also provide guidance in the development, adoption, and post-adoption stages of AI chatbots.

Details

Internet Research, vol. 33 no. 6
Type: Research Article
ISSN: 1066-2243

Keywords

Book part
Publication date: 15 July 2019

David E. Caughlin and Talya N. Bauer

Data visualizations in some form or another have served as decision-support tools for many centuries. In conjunction with advancements in information technology, data…

Abstract

Data visualizations in some form or another have served as decision-support tools for many centuries. In conjunction with advancements in information technology, data visualizations have become more accessible and more efficient to generate. In fact, virtually all enterprise resource planning and human resource (HR) information system vendors offer off-the-shelf data visualizations as part of decision-support dashboards as well as stand-alone images and displays for reporting. Plus, advances in programing languages and software such as Tableau, Microsoft Power BI, R, and Python have expanded the possibilities of fully customized graphics. Despite the proliferation of data visualization, relatively little is known about how to design data visualizations for displaying different types of HR data to different user groups, for different purposes, and with the overarching goal of improving the ways in which users comprehend and interpret data visualizations for decision-making purposes. To understand the state of science and practice as they relate to HR data visualizations and data visualizations in general, we review the literature on data visualizations across disciplines and offer an organizing framework that emphasizes the roles data visualization characteristics (e.g., display type, features), user characteristics (e.g., experience, individual differences), tasks, and objectives (e.g., compare values) play in user comprehension, interpretation, and decision-making. Finally, we close by proposing future directions for science and practice.

Details

Research in Personnel and Human Resources Management
Type: Book
ISBN: 978-1-78973-852-0

Keywords

Book part
Publication date: 10 June 2009

Siew H. Chan, Steve G. Sutton and Lee J. Yao

While the use of computerized decision aids in accounting is widespread, little is known about the effects of decision aids on accounting decision making. However, prior research…

Abstract

While the use of computerized decision aids in accounting is widespread, little is known about the effects of decision aids on accounting decision making. However, prior research has often noted the difficulty in getting users to accept and rely upon decision aids (Rose, 2002). A primary area of focus in the design of decision aids that will facilitate user acceptance and reliance has been the development of user-centered interfaces that increase the user's comfort with the aid. This study contributes to this body of research by extending the findings of Ryan, Mims, and Koestner (1983) on the use of informational versus controlling rewards to the context of a decision aid and the interface design. While Ryan et al. focused on the effects of verbal feedback on intrinsic motivation, this study focuses on the impact of text-based feedback from a decision aid on decision performance for a choice task. Additionally, this study examines the effect of task-contingent versus performance-contingent rewards on the impact of the decision aid feedback. The results indicate a differential effect from that of Ryan et al. (1983) when feedback is provided through a decision aid and the focus is on decision performance rather than the precursor condition of intrinsic motivation. Additional research is needed to help explain why the findings obtained by Ryan et al. do not hold in the context of computerized decision aid use when decision performance is measured directly. There are important implications of these findings both in terms of theory development and decision aid design in professional decision-making environments such as accounting.

Details

Advances in Accounting Behavioral Research
Type: Book
ISBN: 978-1-84855-739-0

Article
Publication date: 12 February 2018

ChienHsing Wu, Shu-Chen Kao and Chia-Hung Shih

This paper aims to examine the role of the creation task–technology fit (CTTF) in the knowledge creation performance (KCP). The creation task features represented by goal-driven…

Abstract

Purpose

This paper aims to examine the role of the creation task–technology fit (CTTF) in the knowledge creation performance (KCP). The creation task features represented by goal-driven, goal-free and goal-frame modes (GDM, GFM and GRM) and information and communication technology (ICT) supportive features are considered. The moderation effect of cognitive style represented by analytical and intuitive styles is explored. Contributions and implications are addressed.

Design/methodology/approach

The literature review on creation task, ICT, cognitive behavior and fit theory, and the research gap with respect to the antecedents of KCP are presented. The research arguments are then hypothesized and the research model developed to describe that the proposed role is examined empirically.

Findings

Research findings are obtained on the basis of the data analysis of 258 valid subjects from research institutes as well as manufacturing and service industries. The effect of CTTF on creation outcomes is significantly confirmed. The ICT supportive functions are unlikely significantly related to CTTF for the analysis-styled group, but the intuition-styled group shows a likely significance because of the different means of dealing with information and knowledge processing. The analysis-styled group disagrees with the significant link of the GDM with CTTF, whereas the intuition-styled group presents the significant effects of GDM, GFM and GRM on CTTF.

Originality/value

The unique features of knowledge creation differentiate it from other tasks. With respect to whether the knowledge creation task presented by goal is defined or not, and how ICT better suits the creation task features to benefit the creation outcomes are yet to be discussed. The individual cognitive style is confirmed to alternate the effect of ICT and GDM on CTTF in the proposed model. The research findings are particularly obvious because a transition gap, less covered by the literature, might exist with regard to the perception connection of knowledge creation service providers, agencies, consultants and context creators.

Details

VINE Journal of Information and Knowledge Management Systems, vol. 48 no. 1
Type: Research Article
ISSN: 2059-5891

Keywords

Open Access
Article
Publication date: 2 March 2022

Guglielmo Giuggioli and Massimiliano Matteo Pellegrini

While the disruptive potential of artificial intelligence (AI) has been receiving growing consensus with regards to its positive influence on entrepreneurship, there is a clear…

19136

Abstract

Purpose

While the disruptive potential of artificial intelligence (AI) has been receiving growing consensus with regards to its positive influence on entrepreneurship, there is a clear lack of systematization in academic literature pertaining to this correlation. The current research seeks to explore the impact of AI on entrepreneurship as an enabler for entrepreneurs, taking into account the crucial application of AI within all Industry 4.0 technological paradigms, such as smart factory, the Internet of things (IoT), augmented reality (AR) and blockchain.

Design/methodology/approach

A systematic literature review was used to analyze all relevant studies forging connections between AI and entrepreneurship. The cluster interpretation follows a structure that we called the “AI-enabled entrepreneurial process.”

Findings

This study proves that AI has profound implications when it comes to entrepreneurship and, in particular, positively impacts entrepreneurs in four ways: through opportunity, decision-making, performance, and education and research.

Practical implications

The framework's practical value is linked to its applications for researchers, entrepreneurs and aspiring entrepreneurs (as well as those acting entrepreneurially within established organizations) who want to unleash the power of AI in an entrepreneurial setting.

Originality/value

This research offers a model through which to interpret the impact of AI on entrepreneurship, systematizing disconnected studies on the topic and arranging contributions into paradigms of entrepreneurial and managerial literature.

Details

International Journal of Entrepreneurial Behavior & Research, vol. 29 no. 4
Type: Research Article
ISSN: 1355-2554

Keywords

Article
Publication date: 7 March 2016

Valeria Sodano, Maria Teresa Gorgitano, Fabio Verneau and Cosimo Damiano Vitale

The purpose of this paper is to investigate attitudes of Italian consumers towards a set of applications of nanotechnology in the food domain. The chief goal is to identify the…

1168

Abstract

Purpose

The purpose of this paper is to investigate attitudes of Italian consumers towards a set of applications of nanotechnology in the food domain. The chief goal is to identify the main factors influencing the willingness to buy nanofoods (WTBN), distinguishing between factors related to the products, in terms of perceived risks and benefits and psychological factors.

Design/methodology/approach

A questionnaire was administered to a sample of about 300 people to gather information about the willingness to buy six nanofoods (namely: creamier ice cream with the same fat content; salt and sugar that do not form lumps with moisture; fruit juices enriched with bioactive molecules; bread enriched with Omega-3; plastic bottles for beer; antimicrobial food packaging for meat) and psychological characteristics, measured by several attitudinal scales. In order to study the influence of the attitudinal factors on the WTBN a simultaneous equations model was estimated, defining both its structural and reduced form.

Findings

Respondents show a certain reluctance to buy foods produced using nanotechnologies The estimates of the econometric model indicate that WTBN is affected by the risks and benefits perceived with respect to the six nanofoods under consideration; the level of neophobia, as captured through the food technology neophobia scale; and the level of trust in food industry.

Originality/value

The study extends the literature on nanofood consumer acceptance by adding useful evidence from the Italian case, which has not yet been studied.

Details

British Food Journal, vol. 118 no. 3
Type: Research Article
ISSN: 0007-070X

Keywords

Article
Publication date: 6 February 2017

Sabrina Bresciani and Alice Comi

The use of visual templates has proven instrumental in supporting group meetings. The purpose of this paper is to explore whether visual templates enable culturally diverse groups…

Abstract

Purpose

The use of visual templates has proven instrumental in supporting group meetings. The purpose of this paper is to explore whether visual templates enable culturally diverse groups to achieve greater task precision in face-to-face meetings.

Design/methodology/approach

Building on Adaptive Structuration Theory, it is argued that visual templates provide structuration for face-to-face meetings, even more so when they are embedded in computer-supported collaborative systems. In particular, it is hypothesized that the higher the degree of structuration imposed by visual templates, the higher the degree of task precision will be. It is also hypothesized that this relationship is positively moderated by group cultural diversity: higher cultural diversity will further sustain the positive effects of visual templates that provide higher structuration.

Findings

Results of an experiment with 229 managers from 49 countries confirm that facilitating groups with visual templates embedded in a computer-supported collaborative system significantly increases task precision at high levels of cultural diversity.

Research limitations/implications

This study contributes to Positive Organizational Scholarship (POS) by investigating the use of visual templates as a contingency factor that increases performance – specifically task precision – of co-located, culturally diverse groups.

Practical implications

Results indicate that visual templates embedded in a computer-supported collaborative system are an effective method for increasing task precision in face-to-face meetings of culturally diverse groups.

Originality/value

Theories from information systems and visualization are integrated into cross-cultural management with a view to sustaining the effectiveness of culturally diverse groups. The study sample is characterized by highly culturally diverse groups interacting in face-to-face meetings.

Details

Cross Cultural & Strategic Management, vol. 24 no. 1
Type: Research Article
ISSN: 2059-5794

Keywords

Article
Publication date: 1 February 1978

W.F. DENNISON

Four aspects of the decisional framework for resource allocation in English Education are pursued: (i) The decision process is placed in the context of both its general importance…

Abstract

Four aspects of the decisional framework for resource allocation in English Education are pursued: (i) The decision process is placed in the context of both its general importance and its particular significance as the system is transformed from expansion to steady state. (ii) The basic expenditure choices and the environment in which they are made are discussed for the decentralised system, in terms of the numerous decision‐makers involved and the influences upon them. (iii) The availability and value of criteria to aid the political choices that must be made—in particular objective economic indicators—are considered. (iv) The disadvantages of the present framework, revealed mainly by recent expenditure limitations, suggest that improvement is only possible if either central government control is strengthened or alternatively local initiative is allowed to flourish.

Details

Journal of Educational Administration, vol. 16 no. 2
Type: Research Article
ISSN: 0957-8234

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