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This research sought to examine the differential effect of chatbot banking artificial intelligence (AI) on consumer experience in the banking industry. A positivist paradigm was adopted to sample 389 consumers who were previously exposed to chatbot banking in Zimbabwe. A causal research design was employed whilst a quantitative approach was followed. In analysing data, the research study applied the structural equation modelling (SEM) technique. The authors found that chatbot banking significantly improves customer experience (CX) in the banking industry. Reliability and responsiveness of the chatbot need to be enhanced for effective improvements in CX. A need was also identified to enhance CX through the development of an ease-to-use chatbot which is embedded in everyday messaging applications of consumers. A significant association was also found between perceived benefits of chatbot banking and CX. This study informs the development of competitive advantage by banks and other related companies through AI-based CX management strategies. In times of pandemics and beyond, chatbot banking can be very instrumental in improving CX.

Gambling is well-recognised as a significant public health threat. However, current responses to gambling still primarily focus on individualised responsible gambling paradigms, which neglects to consider the range of commercial and political determinants that contribute to gambling harm and how it might influence young people's gambling attitudes and consumption intentions. This includes the marketing tactics used by the gambling industry to normalise harmful gambling products as embedded in everyday life, including in sport. Young people have demonstrated an in-depth gambling brand awareness and can even recall specific strategies used in gambling advertising that might appeal to children. There have been continuous calls for action to protect children and young people from the commercial marketing of gambling products from a range of stakeholders, including young people and their parents. Young people and their parents are very supportive of increased regulations on gambling advertising, particularly during sport, and have called for sporting teams and codes to reject sponsorship deals with gambling companies. However, a heavy reliance on industry self-regulation has meant that governments across the world have decided that the costs associated with exposing children and young people to pervasive gambling marketing are outweighed by perceived benefits that gambling provides to businesses benefiting financially from gambling. Comprehensive curbs on marketing, as seen in tobacco, are required to significantly reduce young people's exposure to gambling advertising and ultimately prevent the next generation of harm.

Fintech businesses have the tendency to revolutionize the entire world. Especially, the tasks associated with banking needs, and therefore, there is a significant scope for Fintech in the banking industry. Although when the country’s major population is unbanked and most of the population is also financially excluded, then the scope of Fintech gets exaggerated for microfinance institutions (MFIs), and therefore, the significance of Fintech for MFIs is much higher than the commercial and Islamic banks. Hence, this chapter has been written purposively to illuminate the impact, role, significance and implications of Fintech for MFIs in Pakistan in order to boost the knowledge and understanding of diverse stakeholders. The specialty of this chapter is that it is written specifically with reference to Pakistan as there is least research work with respect to the application of Fintech in MFIs. Similarly, the chapter also contains the anatomy of the value chain activities of MFIs and their linkage with the role of Fintech applications in boosting the performance of MFIs. Last, but not the least, the chapter also has a detailed discussion on factors that are required to boost the usage of Fintech in the MFI sector. Therefore, this chapter is pervasive for academicians, researchers, entrepreneurs, intrapreneurs and students for grasping, understanding and applying recent knowledge towards the betterment of academic and pragmatic activities.

Corporate misconduct carries significant social and economic costs, and therefore regulators and other stakeholders seek to deter it. Despite the significant costs and deterrence efforts, corporate misconduct is widespread and our understanding of it is limited. As argued in this chapter, one key reason for this is the lack of understanding of the benefits and penalties of misconduct for the companies and individuals involved, as well as the detection of such behavior. This chapter seeks to advance our understanding of corporate misconduct and builds on the rational choice model (RCM) – where the decision to engage in misconduct hinges on a calculation of the expected costs and benefit – and links it to research in organization theory and strategy. Specifically, it sets a research agenda at the intersection of organizational and strategic perspectives, to deepen our understanding of corporate misconduct and shed light on opportunities for empirical and theoretical research which can potentially aid in developing effective deterrence strategies.

This chapter qualitatively explored the impact of including parent liaisons (i.e., parents with lived experience caring for a child with complex needs, who support other caregivers in navigating child and family needs) in a case conferencing model for children with complex medical/social needs. Case conferences are used to address fragmented care, shared decision-making, and set patient-centered goals. Seventeen semi-structured interviews were conducted with clinicians and parent liaisons to assess the involvement of parent liaisons in case conferencing. Two main themes included benefits of parent liaison involvement (10 subthemes) and challenges to parent liaison involvement (5 subthemes). Clinicians reported that liaison participation and support of patients reduced stress for clinicians as well as family members. Challenges to liaison involvement included clinical team/parent liaison communication delays, which were further exacerbated by the COVID-19 pandemic. Parent liaison involvement in case conferences is perceived to be beneficial to children with complex needs, their families, and the clinical team. Integration of liaisons ensures the familial perspective is included in clinical goal setting.

Despite efforts to reduce environmental pollution and wasteful fossil fuel use, electric vehicles (EVs) are still rare on the road. Why is it so challenging to get widespread EV adoption? One significant factor on which it heavily depends is one's awareness and understanding of EVs. However, due to an absolute lack of knowledge on the part of the populace, this factor becomes a huge impediment to the uptake of EVs. A systematic review of the electronic database Scopus for the years 2003–2022 was carried out on ‘EV awareness and adoption of EV’ while considering the ‘Preferred Reporting Items for Systematic Reviews and Meta-analysis’ (PRISMA) standards. A three-step identification process resulted in the ultimate detection of 41 papers, which were then thoroughly examined. A conceptual framework that encompasses the three key awareness aspects that influence EV adoption is developed. To encourage greater uniformity among EV researchers, this study's conclusions serve as a foundation for operationalising upcoming research efforts within a predetermined framework. The authors must therefore be optimistic that lingering technological, legislative, cultural, behavioural and business-model barriers may be overcome over time through widespread dissemination of knowledge and awareness related to EVs, making it possible for everyone to switch to greener, more economical and more efficient transportation solutions.

This chapter investigates residents' perception of tourism development on the small tourist island of Santiago, Cape Verde, during the crisis caused by the COVID-19 pandemic. Specifically, it shows how the pandemic situation is affecting residents' perceptions of tourism impacts, their quality of life, and support for tourism development. Data were collected during winter 2020–2021. Partial least square structural equation model (PLS-SEM) was used to assess interrelations among constructs. The study contributes to the literature by extending the understanding of residents within the current COVID-19 pandemic context. Results demonstrate that their support for tourism was positively influenced by their quality of life.

Buying online has become a widespread and common activity for consumers, and, for many organizations, e-commerce has become a very profitable alternative to sell their products and services, also allowing them to leverage their strategy in new geographical markets immediately. Although the literature on the subject is comprehensive, there is a gap in identifying the holistic constructs that are the determinants of consumers' choice of an online store. This research resorts to an exploratory study, based on a nonsystematic literature review, seeking to identify these constructs. The results obtained allowed us to identify the following constructs: consumer behavior, customer experience, web content, catalog, terms and conditions, customer support, perceived value, trust, security and privacy, satisfaction, and loyalty. Customer experience, satisfaction, and loyalty constructs stand out from a strategic perspective.

Battery electric vehicles (BEVs) are living up to their claims as consumers choose them more frequently. The increasing demand for sustainable vehicles translates into the global need for specific components, materials, and infrastructures and drives the regulatory frameworks in each country. While BEVs offer environmental benefits and global business opportunities, the technology has not yet gained mainstream acceptance. Thus, this work aims to investigate the characteristics of BEV users and their role in the diffusion of products to larger segments, as this may vary from country to country. For this purpose, a survey based on the Unified Theory of Acceptance and Use of Technology 2 (UTAUT-2) (Venkatesh et al., 2012) framework and structural equation modeling (SmartPLS) was adopted. The results indicated that, except for the constructs of effort expectancy (EE) and social influence (SI), the predictors in the model performed well in this context. Current users are satisfied with their vehicles and are supportive of BEVs in the future. The analysis also revealed that in addition to the availability of financial resources, early adopters are attracted by new technologies in a way that leads them to make decisions outside of the traditional influence of the other members of society. It is suggested to leverage the perceived benefits of status, differentiation, or uniqueness motives, to appeal to those seeking to appear trendy and tech-savvy in society. Companies and policymakers should acknowledge the peculiarities of early customers in their communication strategies to reach a wider audience around the globe and encourage the adoption of BEV technology.