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This study aims to investigate the effects of two types of expertise (self-service technology and service type) on the disconfirmation of customers’ expectations and the use-related outcomes of technology-based self-service (TBSS).

This empirical study pertains to the mandatory use of a national public transport chip card in The Netherlands based on a sample of 267 users of this TBSS.

The findings show that technology experts experienced a less positive disconfirmation of expectations and reported less positive evaluations of the new self-service than technology novices. Technology experts also showed lower intentions to engage in positive word-of-mouth than technology novices. The evaluation of the self-service by technology novices is more positive for those that are service experts as compared to service novices, while the evaluation by technology experts is more negative for those that are service experts as compared to service novices.

This study provides insight into how different types and levels of customer expertise affect individuals’ assessments of a TBSS upon its mandatory use.

For marketing managers and public policy-makers, understanding the multifaceted role of customer expertise enables more effective market segmentation and targeting, thus improving implementation of TBSS.

This research suggests that customers’ technology and service expertise have some counter-intuitive effects on TBSS use-related outcomes.

Owing to their complex and knowledge-intensive nature, information systems development (ISD) projects require effective collaboration between business and technology experts. In this regard, social capital theory may provide a valuable framework and insight into explaining knowledge sharing behavior in an ISD context. The purpose of this paper is to expand the theory of knowledge sharing as developed thus far in the ISD project context using the full-blown team social capital theory.

The expertise and communication effectiveness of business and technology professionals were posited as antecedents of team social capital and knowledge sharing. The research model for this study integrates expertise, communication, knowledge sharing, social capital, and team performance into a structural equation modeling. The research model was empirically tested with a data set from business and technology professional pairs collected from 115 ISD project teams.

The results indicated that team social capital and knowledge sharing have significant influences on team performance. Team social capital appears to have a stronger influence on knowledge sharing than business and technology expertise. Communication effectiveness and technology expertise are important antecedents to raise team social capital.

In this study, the social capital theory is applied toward enhancing the theory of knowledge sharing in ISD project teams. General social capital construct and measures are adopted and modified into the team social capital measures and validated empirically.

This study aims to examine how advance fee fraud (AFF) scammers build their criminal expertise over time and why the AFF scamming deception process succeeds.

This study is interpretive, based on case study interview data with two scammers operating in Africa. The interviews were done over a period of time, and the data collection and analysis processes were iterative, primarily driven by the interview data.

The authors identify four processes that explain how scammers build criminal expertise, namely, socializing with scammers, accepting scamming definitions, practicing scamming techniques and manipulating digital technologies. The fourth process (manipulating digital technologies) also explains why scammer’s tactics are successful.

AFF scamming is a major crime affecting individuals and organizations worldwide, yet it remains under researched as little is known about scammers, their expertise and why their deceptive techniques are successful. The first contribution identifies four processes by which individuals build scamming criminal expertise as they transition from scammers-in-the-making to full-blown active scammers. The second contribution identifies the rationalizations used by scammers-in-the-making and scammers to justify transitioning into scamming and engaging in scamming criminality. The third contribution explains how the digital environment contributes to the processes of building scamming criminal expertise and why scammer’s deceptive tactics are sometimes successful.

The authors study how communication agencies became important sites for the rise of measurement expertise in the government of consumer conduct following the development of online consumption. The purpose of this paper is to focus on the processes by which digital measurement developed (within the agencies) as a new legitimate form of expertise, able to produce relevant and detailed knowledge about the government of web users.

The authors carried out a field examination in France, predicated on 100 interviews with actors involved in communication consultancy. Drawing on the concepts of governmentality and inter-jurisdictional experimentation, the authors examine how digital measurement expertise acquired legitimacy within agencies. The authors also analyze how contemporary technologies of measurement and surveillance, as operated by in-house digital experts, provide advertising specialists and advertisers with increasingly precise data on consumer conduct and thought.

The constitution and legitimization of digital measurement expertise was characterized by experimentation, culminating in the production of persuasive claims of tangibility concerning communication impact, and in relative agreement on the relevance of digital expertise in operating increasingly powerful technologies of measurement and surveillance.

While the role of experts in promoting and implementing neoliberal governmentality is emphasized in the literature, the study indicates that considerable work is needed to develop and legitimize expertise consequent with neoliberalism. Also, the analysis highlights that the spread of digital measurement expertise and knowledge production in the government of web users constitutes a noteworthy step in the neoliberalization of society. Behind the front of “free” conduct lies an increasingly powerful network of technologies and expertise aimed at rendering consumer conduct knowable and predictable.

This study aims to examine whether clients’ degree of digitalization and audit firms’ expertise in information technology (IT) influence audit quality (AQ).

Data of Chinese A-share firms listed on the primary board of the Shanghai and Shenzhen stock exchanges from 2011 to 2019 are taken as the sample. All the data are obtained from the China Stock Market and Accounting Research. Clients’ digitalization is determined using the keywords “AI technology,” “blockchain,” “cloud computing,” “big data technology” and “digital technology.” Auditor firm’s digital expertise is determined by the proportion of higher IT expertise. As the proxy for AQ, this study uses audit fees, given that its quantum reflects the effort auditors expend that in turn affects the AQ.

A fixed-effect regression model shows that clients with high digitalization attain AQ. This study also finds a significant and positive coefficient of audit fees, indicating that AQ is high in the same situation if an audit firm’s IT is mature and developed. Furthermore, results confirm the moderating effect of clients’ digitalization and auditors’ expertise and on AQ. Auditors’ expertise in IT mitigates the audit risk and increase AQ.

Findings can enhance AQ and corporate governance literature by clarifying how external audits must evolve through digitalization and incorporating newly developed digital tools such as big data, analytics, artificial intelligence and robotic process automation. This study also provides important insights regarding how the development of new digital tools allow the audit profession to perform as a corporate governance mechanism.

The study examines the key drivers of the adoption of disruptive technologies (DTs) in the digital supply chain (DSC) in developing nations.

The data were collected using well-established measures grounded in the diffusion of innovation (DOI) theory. The hypotheses were tested using the structural equation modeling (SEM) approach using SmartPLS. The authors control for the demographics and apply the required statistical diagnostics for robust findings.

The compatibility and IT expertise were the two key factors in adopting the DTs in DSC in developing nations. The organizations with higher compatibility and internal IT expertise and competence witness a higher level of adoption of DT. The perceived cost and complexity were not found statistically significant. This may be probably because developing nations such as India do not perceive the technology adoption complex.

The research enhances DTs adoption, assuming it is organizational innovation. This study makes a theoretical contribution to the DOI literature.

The practicing managers should pay attention to addressing the existing technology compatibility issues and spend efforts on training employees to increase the IT expertise to improve the adoption of DT.

The greater adoption of the DTs in DSCs can reduce wastages in supply chains by a faster sense and response and greater technological flexibility with transparency and information sharing.

The key antecedent to the acceptance of the DTs in developing nations is compatibility than complexity and IT expertise than the cost. The study's originality lies in the fact that most studies on technology adoption study a single technology, but this study captures a holistic view on a group of technologies under industry 4.0.

In this paper, we explore the effects of emerging digital technologies on professionalization within organizations. Specifically, we examine how the emergence of data analytics as a new cross-functional profession rooted in new digital technologies is challenging human resources (HR) as an established organizational profession. Our qualitative study reveals how rhetorical work and material work have established a symbiosis between data science and HR. Rather than leading to de-professionalization, new technologies are enabling HR practices to be augmented and new actors to be integrated into the professionalization project, thereby elevating the status of HR. These findings contribute to the literature on the role of technology in institutional theory and its influences on the professionalization.

The aim of this study was to measure the readiness of science and mathematics supervisors to utilize technology and online learning platforms for teachers' plans and professional development, during and after the period of the COVID-19 pandemic.

To achieve this aim, the researchers developed a questionnaire comprising of 55 items based on the instruments used in pertinent studies. A mixed-methods research design was employed, whereby a quantitative online survey was supplemented by focus group discussions with selected supervisors. Survey data were subjected to one-way analysis of variance and t-test, while information obtained via focus groups was coded to identify common themes related to the obstacles and challenges supervisors face.

When completing the survey, the supervisors approached proficiency using technology; however, focus group discussions revealed misconceptions related to e-leaning and limitations in their abilities to use technology in schools, as well as obstacles imposed by the structure and management of the educational system. T

These findings indicate that supervisors need support in acquiring the competencies required for integrating technology in education, and that their support to teacher community needs to be grounded in clear and systematic approaches and best educational practices.

These findings indicate that supervisors need support in acquiring the competencies required for integrating technology in education, and that their support to teacher community needs to be grounded in clear and systematic approaches and best educational practices.

Drawing on anthropomorphism and the stereotype content model, this study aims to explore the impacts of robot anthropomorphism on hotel guests’ word of mouth and continuous usage intention through perceived warmth and competence. This study also investigates the moderating effects of guests’ expertise.

A total of 524 valid data was collected with Chinese hotel guest through an online survey. Data were analyzed by using structural equation modeling.

The results indicate that robot anthropomorphism positively affects perceived warmth and competence. Perceived warmth positively affects guests’ word of mouth and continuous usage intention, while perceived competence only positively influences guests’ continuous usage intention. The findings further show that guest expertise weakens the positive relationship between robot anthropomorphism and perceived warmth and competence.

This study advances robot service literature by integrating the stereotype content model with robot anthropomorphism in exploring hotel guests’ perceptions on service robots. This study also discovers the vital boundary role of guest characteristics in human–robot interaction. This study provides valuable information for hoteliers to design and adopt better robots for optimal guest experiences.

基于拟人化和刻板印象内容模型, 本研究探讨了机器人拟人化通过感知温暖和感知能力对酒店客人的口碑和持续使用意向的影响。此外, 本研究也探讨了客人专业知识的调节作用。

通过在线调查问卷, 我们共收集了来自中国酒店客人的524份有效数据, 并采用结构方程模型对这些数据进行了分析。

研究结果表明, 机器人拟人化积极影响感知温暖和感知能力。感知温暖会对客人的口碑和持续使用意向产生积极影响, 而感知能力只对客人的持续使用意向产生积极影响。研究结果进一步表明, 客人的专业知识会削弱机器人拟人化与感知温暖和能力之间的积极关系。

为了探索酒店客人对服务机器人的感知（状况/情况）, 本研究将机器人拟人化因素整合到刻板印象内容模型中, 其结果推动了机器人服务研究的发展。本研究还发现了客人特征在人机互动中的重要边界作用。本研究为酒店经营者设计和采用更好的机器人以获得最佳的客人体验提供了有价值的参考。

Se recopiló datos válidos de un total de 524 clientes de hoteles chinos mediante una encuesta en línea. Los datos fueron analizados mediante un modelo de ecuaciones estructurales.

Basándose en el antropomorfismo y en el modelo de contenido estereotipado, este estudio explora el impacto del antropomorfismo de los robots en el boca a boca de los clientes del hotel y en la intención de uso continuado a través de la calidez y la competencia percibidas. El estudio investiga también los efectos moderadores de la experiencia de los huéspedes.

Los resultados indican que el antropomorfismo del robot afecta positivamente a la calidez y a la competencia percibidas. La calidez percibida influye positivamente en el boca a boca y en la intención de uso continuado de los huéspedes, mientras que la competencia percibida sólo influye positivamente en la intención de uso continuado de los huéspedes. Los resultados muestran, además, que la experiencia del cliente debilita la relación positiva entre el antropomorfismo del robot y la percepción de calidez y de competencia.

Este estudio supone un avance en la literatura sobre robots de servicio al integrar el modelo de contenido estereotipado con el antropomorfismo de los robots, en la exploración de las percepciones de los huéspedes de hoteles sobre los robots de servicio. Este estudio también muestra el papel vital que desempeñan las características de los huéspedes en la interacción humano-robot. El estudio proporciona información valiosa para que los hoteleros diseñen y adopten mejores robots para ofrecer experiencias óptimas a los huéspedes.