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The widespread application of smart technologies in services not only brings efficiency and convenience to consumers but also inevitably comes with negative effects. Therefore, this article aims to illustrate the impact of privacy invasion on consumers' intention to use smart services. Using distrust as a mediating variable, compare two different modes of interaction between voice and text, and study the positive impact of privacy commitment. This study aims to provide recommendations for smart service providers to make the consumer experience better.

This paper adopts an experimental approach, with data collection and hypothesis analysis by designing four different experiments.

The results show that the negative impact of privacy invasion on consumers' intention to use smart services is moderated by privacy commitments and interaction modes. This article verifies the mediating effect of distrust on consumers' intention to use when privacy invasion occurs and verifies the moderating effect of the interaction modes by comparing voice interaction with text interaction and demonstrates that text interaction mode will attenuate the mediating role of distrust in the path in privacy invasion. Besides, it also indicates that privacy commitments can moderate the relationship between privacy invasion’s effect on distrust and intention to use.

Focusing on privacy invasion, this study explores consumers' intention to use smart services, compares the two interaction modes of voice and text to explore their moderating effects, deeply explores consumer psychology and studies the mediating role of distrust and the moderating role of privacy commitment.

This study aims to develop and test a framework of the antecedents to and performance outcomes of exporters’ use of different services offered by Internet-based Business-to-Business (I-B2B) platforms.

We test the model based on a unique survey dataset of 350 Chinese exporters who subscribed to Alibaba.com, a major I-B2B platform.

Drawing on the signaling theory, export and I-B2B platform literature, we develop a typology of exporters’ use of services offered by I-B2B platforms. We find that the extent to which firms have cost efficiency advantages, adopt an export diversity strategy, operate under high levels of psychic distance and experience high levels of domestic regulatory uncertainty are all positively related to exporters’ use of I-B2B platform services. The use of those services is either positively or negatively related to export success depending on the services in question. The magnitudes of these performance relationships are contingent on the exporters’ transparency strategies.

This is the first study to examine the antecedents to and consequences of exporters’ use of the services offered by I-B2B platforms.

As internet banking service marketing platforms continue to advance, customers exhibit distinct behaviors. Given the extensive array of options and minimal barriers to switching to competitors, the concept of customer churn behavior has emerged as a subject of considerable debate. This study aims to delineate the scope of feature optimization methods for elucidating customer churn behavior within the context of internet banking service marketing. To achieve this goal, the author aims to predict the attrition and migration of customers who use internet banking services using tree-based classifiers.

The author used various feature optimization methods in tree-based classifiers to predict customer churn behavior using transaction data from customers who use internet banking services. First, the authors conducted feature reduction to eliminate ineffective features and project the data set onto a lower-dimensional space. Next, the author used Recursive Feature Elimination with Cross-Validation (RFECV) to extract the most practical features. Then, the author applied feature importance to assign a score to each input feature. Following this, the author selected C5.0 Decision Tree, Random Forest, XGBoost, AdaBoost, CatBoost and LightGBM as the six tree-based classifier structures.

This study acclaimed that transaction data is a reliable resource for elucidating customer churn behavior within the context of internet banking service marketing. Experimental findings highlight the operational benefits and enhanced customer retention afforded by implementing feature optimization and leveraging a variety of tree-based classifiers. The results indicate the significance of feature reduction, feature selection and feature importance as the three feature optimization methods in comprehending customer churn prediction. This study demonstrated that feature optimization can improve this prediction by increasing the accuracy and precision of tree-based classifiers and decreasing their error rates.

This research aims to enhance the understanding of customer behavior on internet banking service platforms by predicting churn intentions. This study demonstrates how feature optimization methods influence customer churn prediction performance. This approach included feature reduction, feature selection and assessing feature importance to optimize transaction data analysis. Additionally, the author performed feature optimization within tree-based classifiers to improve performance. The novelty of this approach lies in combining feature optimization methods with tree-based classifiers to effectively capture and articulate customer churn experience in internet banking service marketing.

The purpose of this study is to examine the acceptance of artificial intelligence devices (AIDs) by customers in banking service encounters using the Artificially Intelligent Device Use Acceptance (AIDUA) model and thus test the validity of the AIDUA model in the context of the banking sector as well as extending the AIDUA model by incorporating two moderator variables, namely technology anxiety and risk aversion by regarding the nature of banking services, which are considered highly risky and technology-intensive.

About 575 valid face-to-face self-administered surveys were gathered using convenience sampling among real bank customers in Turkey. The structural equation modelling was used to test hypotheses involving both direct and moderation effects.

The current study has demonstrated that the AIDUA model is valid and reliable for the acceptance of AIDs in banking service encounters by modifying it. The study results have shown that the acceptance process of AIDs for bank customers consists of three phases. Furthermore, the study’s findings have demonstrated that technology anxiety and risk aversion have adverse moderation effects on the relationship between performance expectancy and emotion as well as on the relationship between emotion and willingness to accept AIDs, respectively.

The current study validates the AIDUA model for the banking industry. In addition, the present study is unique compared to other studies conducted in the literature since it applies the AIDUA model to the setting of banking services for the first time by considering the potential effects of two moderators.

This chapter introduces what a digital ID is, why it is important, how it works, the design choices, as well as how central banks can collaborate with other stakeholders in promoting digital ID infrastructures for use in digital financial services.

Preventative health services are keen to identify how to engage men and increase their participation, thus improving health, well-being and life expectancy over time. Prior research has shown general gender norms are a key reason for men’s avoidance of these services, yet there is little investigation of specific gender norms. Furthermore, masculinity has not been examined as a factor associated with customer vulnerability. This paper aims to identify the relationship between gender norm segments for men, likely customer vulnerability over time and subjective health and well-being.

Adult males (n = 13,891) from an Australian longitudinal men’s health study were classified using latent class analysis. Conditional growth mixture modelling was conducted at three timepoints.

Three masculinity segments were identified based on masculine norm conformity: traditional self-reliant, traditional bravado and modern status. All segments had likely customer experience of vulnerability. Over time, the likely experience was temporary for the modern status segment but prolonged for the traditional self-reliant and traditional bravado segments. The traditional self-reliant segment had low subjective health and low overall well-being over time.

Practitioners can tailor services to gender norm segments, enabling self-reliant men to provide expertise and use the “Status” norm to reach all masculinity segments.

The study of customer vulnerability in a group usually considered privileged identifies differential temporal experiences based on gender norms. The study confirms customer vulnerability is temporal in nature; customer vulnerability changes over time from likely to actual for self-reliant men.

The purpose of this study is to provide current state of knowledge on how the COVID-19 emergency situation necessitated the behaviour influencing use and acceptance of telehealth. This study interlinks the health belief model (HBM) and the unified theory of acceptance and use of technology (UTAUT) to highlight the challenges and opportunities as a result of the COVID-19 pandemic in the public health sector.

This study used three online databases (Emerald publishing, Science Direct and Taylor and Francis) that enabled the authors to access electronic journal articles. Search strategy was used to extract articles based on the relevance of this study.

The key findings from this study suggested that the COVID-19 emergency forced health-care workers and their patients to rapidly use and rely on telehealth to reduce the rate of COVID-19 transmissions. The key benefits of telehealth use highlighted an expansive cost effective and convenient access to health-care services irrespective of geographical local and levels of physical impairment. Moreover, telehealth inhibited in person human interaction, which was perceived as impersonal and not ideal for new patient consultations. The barriers outweighed the benefits; as a result, it is unlikely that there will be a wide use of telehealth beyond the COVID-19 emergency situation.

The research findings are limited to discussions drawn from available secondary data. The criteria within telehealth for policymakers to note the technology acceptance and use for both health-care and outpatient stakeholders and their health seeking behaviour. Health-care sectors (private and public) and government need to understand enablers of effective telehealth in policymaking to ease the barriers during an emergency situation like a pandemic.

This study contributes to the emerging literature on how COVID-19 pandemic has disrupted and accelerated telehealth by extending both the UTAUT and HBM theories. This study is expected to contribute and expand literature on telehealth during emergency situations, given the novice nature of COVID-19 and limited literature surrounding it.

Recognizing the importance of Robo-advisors in digital financial services, this paper aims to analyse the users’ perception and acceptability of artificial intelligence (AI) in digital investment solutions using an extended “Technology Acceptance Model” (TAM).

The model is tested using 454 online valid responses received from Indian Fintech users via direct path analysis, mediation and moderation.

The study’s findings show that trust, perceived usefulness and perceived risk all significantly impact users’ attitudes towards Robo-advisors. In contrast, ease of use and social influence did not impact users’ attitudes statistically. Furthermore, the results indicate that their attitudes and ease of use influence users’ intentions to adopt Robo-advisors. Moreover, the moderation effect of gender partly supports the overall model. Specifically, in the path between attitudes and their antecedents, gender plays a role in influencing the relationships among these variables. This aligns with preliminary research in the field, providing additional insight into how gender may moderate the factors influencing users’ attitudes and intentions regarding Robo-advisory services.

This research study also reveals that trust, perceived risk, ease of use and demographic factors influence the adoption of Robo-advisory services. It is functional, but its sample selection is not probabilistic and overly emphasizes gender. Future research should use probabilistic sampling, other demographic factors and experience and situational factors. Also, it is necessary to examine how convenient and satisfying it is to communicate with service providers. Filling these gaps will improve the knowledge of consumer behaviour in the context of Fintech adoption and develop the current research.

This study posits that perceived usefulness, trust, perceived risk and ease of use remain core determinants of adopting Robo-advisory services. So, to improve the level of trust of users, it is necessary to develop security measures, data clarity and quality and customer support. Enhancing ease of use by incorporating better interface gestures is always beneficial for increasing the number of users and their level of satisfaction. As identified in previous studies, practical solutions will be achieved by pursuing the increased use of technology while leveraging AI for personal services and minimizing perceived risks, which will strengthen more advanced security measures as well as sufficiently clear communication.

The paper aims to extend the TAM by incorporating measures of trust and social influence to identify the factors that drive the adoption of Robo-advisors. In doing so, the paper may contribute to developing a more comprehensive understanding of the factors that shape consumers’ attitudes and intentions towards these technologies. Moreover, the paper appears to examine the moderating effect of gender on attitude and its predictors, which could provide insights into how gender characteristics may impact the adoption of Robo-advisors.

The study examined the influence of humanitarian organizations’ culture and financial service providers’ technology readiness on the usage of digital cash-based assistance by humanitarian organizations, the influence of Humanitarian Organization Culture on Financial providers’ technology readiness and the mediating role of financial service providers’ technology readiness on the relationship between the culture in humanitarian organizations and their usage of digital cash-based assistance.

A quantitative cross-sectional survey design was used. The target population consisted of humanitarian organizations that were members of the Uganda Cash Consortium (UCC). The research hypotheses were tested using SMART PLS version 4.

The culture in humanitarian organizations and financial service providers’ technology readiness positively influences the usage of digital cash-based assistance by humanitarian organizations during humanitarian crises, and humanitarian organizations’ culture positively influences financial service providers’ technology readiness. Financial service providers’ technology readiness fully mediates the relationship between the culture of humanitarian organizations and the usage of digital cash-based assistance by humanitarian organizations during humanitarian crises.

The study mainly focuses on culture in humanitarian organizations and financial service providers’ technology readiness when examining the usage of digital cash-based assistance during humanitarian crises. Further, financial service providers’ technology readiness is examined using a humanitarian organization, financial service provider and beneficiary/persons of concern’s point of view rather than the government’s point of view.

Research examining determinants for digital cash-based assistance usage in humanitarian crises is scarce. Further, empirical research examining the influence of the humanitarian organizations’ culture and financial service providers’ technology readiness in promoting the usage of digital cash-based assistance in humanitarian crises, the impact of humanitarian organizations’ culture on financial service providers’ technology readiness and the mediating role of financial service providers’ technology readiness on the relationship between the culture of humanitarian organizations and usage of digital cash-based assistance in humanitarian crises are non-existent. The majority of research and grey literature focuses on how digital cash-based transfers can be used to enhance financial inclusion in refugee contexts.

The purpose of this study is to examine the factors that may have an influence on the continuous intention to use mobile money as one of the Financial Technology (FinTech) products beyond the COVID-19 pandemic lockdown period.

This study has empirically tested the expanded post-acceptance model (Extend-PAM) and the expectation-confirmation model (ECM) to explain the mobile money adoption in Jordan. Data collected were analyzed through partial least squares–structural equation modeling (PLS-SEM).

The results mainly showed that the quality of administrative services and trust significantly impact confirmation and perceived usefulness. In addition, perceived security and knowledge of mobile money as one of the FinTech services significantly influence users’ confirmation and perceived usefulness. Also, usefulness and satisfaction influence continuous intention. Significant relationships were noted among confirmation, perceived usefulness, satisfaction and continuous intention to use mobile money.

This paper integrates two key theories: the expanded post-acceptance model (Extend-PAM) and the expectation-confirmation model (ECM) in the post-adoption behavior of mobile money. Therefore, this study attempts to fill a literature gap by examining the antecedent factors that influence the continuous intention to use mobile money services in the post-consumption stage.