Search results

Advances in autonomous technology have transformed customer experience. Most prior research has investigated the effect of augmented reality (AR) on purchase intention, yet few research has discussed the effect of semiautonomous AR in the context of service use. Semiautonomous AR recognizes content in the present reality, inserts and adjusts virtual content, supervises the users and enables them to feel in control of the virtual content overlaid in observed reality resulting in enriched user experience and thereby augmentation experience. This research demonstrates how perceived control of virtual content leads to higher perceived augmentation experiences among semiautonomous AR users than among non-AR users. In addition, this research examines the mediation effects of enriched user experience and perceived augmentation experience on user satisfaction and users’ willingness to continue using AR. Results also indicate that AR users perceive a higher augmentation experience than non-AR users. However, users’ willingness to continue using AR is not significantly different between AR and non-AR users.

This study derives six hypotheses and uses a preliminary study, a field study and a lab study to evaluate the hypotheses. A field study was conducted in a car dealership to test the hypotheses, and a lab experiment was conducted in a controlled setting to corroborate the results obtained in the field study and test the underlying causal effects.

Semiautonomous AR can constantly sense, plan and not necessarily always act over the virtual content to sustain the interaction with its users. Perceived control of virtual content enhances perceived augmentation experience, and its effect of perceived control of virtual content on perceived augmentation experience is higher among semiautonomous AR users than among non-AR users. Perceived control of virtual content is a key to enriched user experience, augmentation experience and thereby users’ attitude and behavior. In addition, results showed that enriched user experience mediates the effect of perceived control of virtual content on perceived augmentation. User satisfaction mediates the effect of perceived augmentation experience on users’ willingness to continue using AR. The theoretical and practical contributions are comprehensively discussed.

Some limitations of the studies are ascertained. First, a larger sample size might be required to achieve generalizability and a strong test of the applied theory. Second, new field studies can reflect customers’ real attitudes and behaviors so as to reveal realistic interactions between the device properties and the human will in solving actual problems. The user is interested in participating in the solution within the sensing-planning-acting process as depicted by this research. Third, new research to test AR’s capabilities in bounded and symbiotic conditions can illustrate the level of autonomy each type requires, providing additional insights into why supervised AR autonomy best reflects semiautonomous AR. The pioneering structural model offered in this study (perceived control of virtual content-perceived augmentation experience-users’ satisfaction-users’ willingness to continue using AR) should be tested with new samples in other industries, aside from including other variables that may enrich the model and increase its explanatory power. In addition, future research might use other AR devices such as smart glasses to explore the effects of AR on perceived control of virtual content, enriched user experience and perceived augmentation experience. Future studies can investigate the effect of auditory and visual augmentation on enriched user experience and perceived augmentation experience, and involve features of artificial intelligence (AI) to assist users in decision-making. Regarding context, this research showed that age and gender differences did not affect the results. Nonetheless, age and gender, and perhaps additional demographic characteristics, may concern future studies.

Some recommendations for technology developers are derived from this research. AR is revolutionizing service experience. As technologies are becoming autonomous, developers seek ways to design experiences to enhance consumers’ sense of control over their interaction with such systems. Companies cannot create customer experience (Becker and Jaakkola, 2020), yet they can leverage the level of autonomy in AR to sustain ongoing interaction with customers. It is vital to design an autonomous AR that focuses on users’ needs, desires and well-being (de Bellis and Johar, 2020) that drive novel experiences (Novak and Hoffman, 2019). This study recommends AR developers design autonomous features in AR that enable customers to interact with the virtual contents generated by AR and extend their own capabilities to perform a task and feel expanded. While designing a fully autonomous system may hinder users to feel in control of their choice (Schmitt, 2019), service companies can develop an AR system that sustains an interaction, involves the user in value co-creation and guides the user (Alimamy and Gnoth, 2022). AR can sustain an interaction with the users by continuously scanning the objects in the reality and providing sensory feedback such as product size recommendations (e.g. eyeglasses) that facilitate customers’ information processing (Poushneh, 2021b; Heller et al., 2019). To achieve this, developers may focus on technology qualities such as “image recognition,” a subset of AI. With image recognition, AR can effectively provide instruction as if the customer is in a real setting. The proper incorporation of image recognition in the design of AR while enabling users to interact with 3D virtual images sustains their interaction with AR and makes them feel in control of their interaction with AR. Service companies need to ensure users feel in control of their interaction and expand their capacities to engage in the service experience with AR to accomplish their desired tasks. AR’s capacities enable users to expand their abilities to fix their basic service problems without referring to or speaking to a service provider agent in a service context. Therefore, instead of taking their car back to the dealership, customers can use AR mobile applications or glasses provided by car manufacturers to learn and fix basic vehicle problems.

This research advances the marketing literature on how users feel in control of virtual content when they interact with a semiautonomous AR that subsequently influences enriched user experience, perceived augmentation experience, attitudes and behavior.

This study aims to investigate the factors that influence the continuance intention to use personal cloud storage services among Generation Y.

A quantitative online survey was carried out to collect data from 271 respondents. Structural equation modelling with SmartPLS 4.0 software was used to run the analysis and examine the hypothesized relationships in the research model.

The study revealed that both satisfaction and habit exert a significant influence on continuance intention, whereas self-efficacy does not demonstrate a significant effect. In addition, satisfaction was found to be influenced by confirmation, perceived usefulness and perceived security. Furthermore, confirmation and cloud storage service quality were found to impact perceived usefulness, while confirmation also had an effect on perceived security. However, the hypothesized moderating role of perceived privacy risk in the relationship between perceived usefulness, perceived security and satisfaction was not supported.

This study advances the field by adapting an expanded expectation-confirmation model that delineates the nuanced impacts of habit, user satisfaction and self-efficacy on Generation Y’s continuance intention to use personal cloud storage services. It challenges the conventional wisdom regarding self-efficacy’s influence on technology adoption, offering a more intricate portrayal of its role. This research contributes a distinctive theoretical perspective, emphasizing the complex interplay of factors that inform sustained user engagement with cloud technologies.

China’s healthcare system is being burdened by the increasing prevalence of chronic diseases. Therefore, this study investigated the health service requirements of mobile health applications (mHealth apps) users in Hangzhou, China. This study aimed to propose suggestions and theoretical references to improve mHealth apps and promote their development, thereby meeting public medical and health needs and creating an efficient medical service system.

We constructed a model of health service demands using a literature review, network survey, and semi-structured interviews. We analyzed the demand attributes using the Kano model and Better-Worse index and obtained the priority ranking of demands.

The results revealed 25 demand elements in four dimensions: must-be (M), one-dimensional (O), attractive (A), and indifferent (I) requirements. The findings suggest that mHealth app developers can optimize health services by categorizing and managing health services, focusing on middle-aged users, enhancing the professionalism of health service providers, and improving the feedback mechanism.

Studies on mHealth apps user demands, particularly on health service needs, remain scarce. This study employed a mixed-methods approach, integrating both qualitative and quantitative research techniques, to establish a priority ranking of user health service needs for mHealth apps. The study offers recommendations and theoretical references to optimize and improve mHealth app services.

1. Construct a better health service requirements model for mHealth app users.

2. Obtain the prioritization of demand elements in the model.

3. Propose some management suggestions to improve mHealth apps.

Construct a better health service requirements model for mHealth app users.

Obtain the prioritization of demand elements in the model.

Propose some management suggestions to improve mHealth apps.

This study addresses the impact of aesthetics and formality in Food Delivery Applications (FDAs) in evoking emotions, and how these influence the intention to reuse and compulsive usage, providing critical insights for designing responsible and effective marketing strategies.

A quantitative analysis of data collected from 1,029 FDA users was employed, using the PAD (Pleasure, Arousal, Dominance) theory to investigate how aesthetic design and formality affect emotions and consumer behaviour towards the applications.

The study reveals that aesthetic appeal and formality significantly impact emotions of dominance, arousal, and pleasure, which are decisive in users' decisions to continue using FDAs and in the manifestation of compulsive usage behaviours.

This study presents inherent limitations due to its cross-sectional design, which prevents offering a longitudinal perspective on the evolution of consumer behaviour regarding FDAs. The actual purchasing behaviour is not examined, but rather the suggested experiences. Future research could be enriched by considering cultural, social, and demographic factors, the influence of sustainability on the perception and use of FDAs, and the importance of specific sustainable practices. Adopting a longitudinal approach and utilising actual usage data would allow for a deeper and more nuanced understanding of consumer behaviour towards FDAs, taking into account both personal factors and functional attributes of FDAs along with their aesthetic appeal and emotional reactions.

The findings provide guidelines for FDA companies to optimise their interfaces to enhance user experience, foster loyalty, and prevent compulsive usage. They emphasise balancing aesthetics and functionality to induce more conscious and sustainable consumption behaviours.

This study highlights significant social implications stemming from the integration of aesthetic appeal and formality in Food Delivery Apps (FDAs) and their effect on consumer emotions, which in turn influences reuse intention and compulsive use. Amidst the COVID-19 pandemic, consumer behaviours have shifted towards increased electronic transactions and hedonic consumption as responses to stress, anxiety, and boredom, leading to a reevaluation of life experiences through technological means. The research underlines the critical role of emotions, particularly pleasure, dominance, and arousal, in promoting the intention to reuse FDAs, which has far-reaching implications for consumer engagement, compulsive usage patterns, and the need for responsible, sustainable consumption practices. It suggests a new avenue for businesses and policymakers to consider emotional impacts and consumer satisfaction in the design and regulation of FDAs, aiming to mitigate potential adverse effects of compulsive usage and to encourage sustainable, responsible consumption behaviours.

The research offers a novel perspective by exploring how aesthetic and emotional dimensions affect consumer loyalty and compulsivity. These areas are still to be examined in depth in the marketing literature. The findings enhance the theoretical and practical understanding of FDA marketing, demonstrating how design can influence consumer well-being and the sustainability of purchasing behaviour.

1. Novel use of PAD theory to analyse FDA’s aesthetic appeal and formality on user emotions.

2. FDA’s aesthetic appeal significantly influences reuse intentions and compulsive usage.

3. Emotions of pleasure, dominance, and arousal are directly linked to FDA reuse intention.

4. Pleasure and reuse intention influence the compulsive use of FDAs.

Novel use of PAD theory to analyse FDA’s aesthetic appeal and formality on user emotions.

FDA’s aesthetic appeal significantly influences reuse intentions and compulsive usage.

Emotions of pleasure, dominance, and arousal are directly linked to FDA reuse intention.

Pleasure and reuse intention influence the compulsive use of FDAs.

The utilization of mobile fitness applications (apps) is on the rise, making user retention and engagement critical factors in the commercial success of these apps. However, research in this area is limited and fragmented. The objective of this study is to conduct a thorough review of the available literature on the effects of digital innovations, gamification, artificial intelligence (AI) and machine learning (ML) on user engagement with fitness mobile apps. The findings reveal the relationships between gamification, the use of AI/ML and technology adoption on user engagement, interaction and intent to use. Additionally, the study highlights the importance of understanding how user experience, customer experience and brand experience impact customer retention and contribute to the overall success of mobile fitness apps. Furthermore, the study also identifies the gaps in the current research and recommends further studies to be conducted in these areas. Future research is encouraged to incorporate elements from the experience domains to provide consumers with engaging interactions and improve retention and commercial success for mobile fitness apps.

Drawing on the integrative perspective of the technology acceptance model (TAM) and theory of planned behaviour (TPB) and extending it further by examining the role of organisational facilitators and perceived HR effectiveness in this integrative perspective, we examine HR professionals’ AI-augmented HRM (HRM^(AI)) acceptance in this research.

The data (N=375) were collected from HR professionals working in different organisations in India. Structural equation modelling (SEM) was employed to analyse the data.

The results of the study suggest that along with organisational facilitator antecedents to the relevant components of both TAM and TPB, perceived HR effectiveness also enhanced the HRM^(AI) acceptance levels of HR professionals.

The research findings are expected to contribute to the understanding of the factors that influence the acceptance of AI-augmented HRM in organizations. The results may also help organisations to identify the facilitators that can enhance the adoption and implementation of AI-augmented HRM by HR professionals. Finally, the study provides a composite TAM-TPB theoretical framework that can guide future research on the acceptance of AI-augmented HRM.

To the best of our knowledge, this is one of the first attempts to factor in the effect of contextual factors (i.e. organisational facilitators and perceived HR effectiveness) in the TAM and TPB equations.

This paper aims to examine the connection between digital payments, ownership structure, and bank performance in Jordan, as well as investigate the moderating role of the independent director in the said relationship.

The study uses data from 12 Amman stock exchange-listed commercial banks, covering the period from 2010 to 2023. This paper employs econometric analysis of panel data, including ordinary least squares (OLS) regression as the primary approach, as well as the generalised method of moments, the two-stage least square (2SLS), and the dynamic model to deal with causality and endogeneity issues in the proposed equations. This ensures that the results are valid.

The results indicate that digital payments and ownership structure have a significant positive connection with bank performance. Additionally, the independent director variable appears to play a substantial and positive moderating role in the link between ownership structure (e.g. institutional ownership) and bank performance. These results strengthen and support the claims of agency theory and the information systems success model.

Overall, this research helps stakeholders, bankers, managers, investors, customers, and policymakers, identify the influence of digital payment and ownership structure on bank performance in developing economies such as that of Jordan.

This investigation offers a unique understanding by illuminating how digital payment and ownership structure affect bank performance in a developing country such as Jordan. Additionally, it opens avenues for future research to delve into this literature domain in North African and Middle Eastern nations, with a particular focus on Jordan. This investigation is among the initial explorations in Jordan that aim to elucidate these relationships. On the theoretical level, it adds to the agency theory and IS model. It provides new insights into the dynamics of industry banking in developing nations (i.e. Jordan).

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.

The study aims to assess the impact of electronic learning (e-learning) on students' performance (SP), with an emphasis on the mediating role of sustainable education (SE) at the Sharjah Police Sciences Academy (SPSA). The urgency of this study was highlighted by the global COVID-19 pandemic that happened between 2020 and 2022, which emphasized the need for e-learning as a tangible and imperative solution.

The study applied a quantitative approach, targeting the 91 student population at SPSA in the winter semester of 2022/2023 who practiced the e-learning process. A comprehensive survey was implemented disseminating 91 questionnaires by Google Forms to all students. Of the total, 61 questionnaires were returned, resulting in a response rate of 67.03%.

The results revealed that e-learning predictors explained 85.4% of the variations in SP, and 46.4% of the variations in SE. The model demonstrated a strong fit and high predictive relevance. The indirect impact of e-learning on SP through SE was found to be positive and statistically significant at the 0.05 level. Consequently, the mediation effect was considered partial and statistically significant.

Policymakers and educators should consider findings of the study when designing educational programs and policies. Accordingly, the SPSA management could gradually focus on safeguarding a sustainable e-learning environment and improving high-tech platforms. This would involve creating a sustainable e-learning curriculum to enable students to remain informed on the best e-learning practices.

An empirical study is essential for exploring the optimal answers to inquiries related to e-learning, SE and their impact on SP. The finding of the current study may contribute to the existing knowledge on e-learning, SE and SP. Additionally, they may improve learning activities and provide more sustainable learning experiences, leading to enhanced learning outcomes for students

We identify lessons from a project sponsored by a large charitable trust, which sought to build capability for end-of-life (EOL) care in Hong Kong through interdisciplinary and multi-agency collaboration.

An in-depth case study drawing on 21 in-depth interviews with diverse stakeholders was conducted. Lyman et al.’s (2018) model of organisational learning (OL) in healthcare settings was applied to analyse the relative emphasis on particular contextual factors and mechanisms, and to identify outcomes perceived to have been achieved.

Infrastructure such as materials for assessment and education received the most emphasis among the contextual factors and deliberate learning such as training sessions received the greatest attention among the mechanisms. While perceptions indicated that desired outcomes were being achieved in terms of social impact, there were relatively few mentions of “soft” factors such as enhanced motivation, leadership or OL skills among staff.

This study extends the literature on how to create valuable social impact through OL. While prior studies have examined social impact in terms of solutions for social and environmental problems, ours is one of the few that examines how improvements are made to organisations’ capability to deliver such impacts in the context of healthcare.