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1 – 10 of over 4000Wei Du and Yiqin Wang
The widespread application of smart technologies in services not only brings efficiency and convenience to consumers but also inevitably comes with negative effects. Therefore…
Abstract
Purpose
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.
Design/methodology/approach
This paper adopts an experimental approach, with data collection and hypothesis analysis by designing four different experiments.
Findings
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.
Originality/value
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.
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Marius Kristiansen and Tor Helge Aas
Digital servitization research has focused on how manufacturing firms use digital technologies to change business models and offer smart services; less attention has been devoted…
Abstract
Purpose
Digital servitization research has focused on how manufacturing firms use digital technologies to change business models and offer smart services; less attention has been devoted to the degree to which external actors in the existing ecosystem accept these smart services. Therefore, the authors pose the following research question: How does a manufacturing firm introduce and gain acceptance of new smart services within an established ecosystem?
Design/methodology/approach
Building on servitization, ecosystem and legitimacy theories, this paper addresses the research question through an in-depth case study of a world-leading original equipment manufacturer that is currently developing and introducing new smart services in its existing ecosystem.
Findings
The findings suggest that external actors emphasize different types of legitimacy in deciding whether to accept a new smart service. The findings also show that the type of legitimacy required to gain acceptance changes throughout the development of the smart service, from the definition of the value proposition to the design and delivery of the service.
Practical implications
This study can assist smart service providers in identifying which type of legitimacy is important for each ecosystem actor and strengthening these types of legitimacy to gain acceptance from the ecosystem.
Originality/value
This study develops a framework to help describe the thresholds for acceptance of a smart service through the development phases, as well as to indicate the types of legitimacy that smart service providers must relate to when seeking to gain acceptance for their new offering.
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Zhongxian Bai, Lvna Yu, Lei Zhao and Weijia Wang
Smart libraries are the result of the application of smart technologies in the era of digital intelligence. The establishment and improvement of its service evaluation system…
Abstract
Purpose
Smart libraries are the result of the application of smart technologies in the era of digital intelligence. The establishment and improvement of its service evaluation system serve as indicators for evaluating the growth of smart libraries.
Design/methodology/approach
This study introduces and improves the capability maturity model (CMM), creatively constructs a service maturity model specifically designed for smart libraries and combines the Delphi method with the analytic hierarchy process (AHP) to establish a service maturity evaluation system for smart libraries while calculating indicator weights. Finally, two representative smart libraries are selected as case studies, and an empirical application is conducted using the fuzzy comprehensive evaluation method.
Findings
The empirical study shows that the developed smart libraries service maturity evaluation system holds significant theoretical and practical value in evaluating smart libraries.
Originality/value
Enhances the CMM and creatively constructs a service maturity model for smart libraries. Combines the Delphi method with AHP to establish a service maturity evaluation system while calculating indicator weights. Uses a fuzzy comprehensive evaluation method to evaluate two representative smart libraries. Demonstrates that the smart library services maturity evaluation system holds significant theoretical and practical value.
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Faten Hamad, Maha Al-Fadel and Ahmed Maher Khafaga Shehata
Technological advancement has forced academic libraries to change their traditional services and routines by adopting emerging technologies to respond to the changing information…
Abstract
Purpose
Technological advancement has forced academic libraries to change their traditional services and routines by adopting emerging technologies to respond to the changing information needs of their users who are now more technologically inclined and prefer to access information remotely and in a timely manner. Smart technologies are the recent trends in academic libraries. This research aims to investigate the level of smart information service implementation at academic libraries in Jordan. It also aimed to investigate the correlation between the level of smart information services offered by the libraries and the level of digital competencies among the library staff.
Design/methodology/approach
This research is designed using survey design to collect comprehensive information from the study participants. A questionnaire was disseminated to 340 respondents, and 246 questionnaires were returned and were suitable for analysis with a response rate of 72.4%.
Findings
The results indicated a moderate level of smart information service offered by academic libraries, as well as a moderate level of digital skills associated with the advocacy of smart information services. The results also indicated a strong and positive relationship between the level of smart information services at the investigated libraries and the level of digital competencies among the librarians.
Practical implications
The findings will help other academic libraries understand how to respond to the emergent change in users’ information-seeking behavior by understanding their available human resources competencies and the requirement to undergo this emergent change.
Originality/value
This paper provides insights and practical solutions for academic libraries in response to global information trends based on users’ behaviors. This research was conducted in Jordan as one of the developing countries and hence it provides insights of the situation there. It will help academic libraries in Jordan and the region to handle and cope with the challenges associated with technology acceptance based on its staff level of digital competencies. The contribution of this research that it was done in a developing country where progress in the filed can be considered slow because of many factors, mainly economics, where institutions focus on essential library objectives, which are information resources development and databases subscriptions.
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Khurram Shahzad, Shakeel Ahmad Khan and Abid Iqbal
This study aims to identify the librarians’ readiness to leverage artificial intelligence for sustainable competence development and smart library services.
Abstract
Purpose
This study aims to identify the librarians’ readiness to leverage artificial intelligence for sustainable competence development and smart library services.
Design/methodology/approach
This study used a quantitative research design for addressing the objectives. The population consisted of librarians from the public and private sector universities of Pakistan. The data were analyzed by using Smart PLS software.
Findings
The analysis consisted of two major parts: first the assessment of measurement model and second the structural equation modeling analysis. A significant positive impact of AI adoption was found on the implementation smart library services. Findings revealed that behavioral intention motivated librarians to adopt AI tools in university libraries for the delivery of smart library services.
Research limitations/implications
We applied quantitative method to carry out the study while future authors may conduct a systematic literature review on the same topic for offering a broader outlook.
Practical implications
It has provided practical contributions by providing a baseline for management bodies to construct policies for the successful adoption of AI in libraries for sustainable competence development of practicing librarians and implementation of smart library services.
Social implications
The study has social implications too as AI integrated library services prove fruitful for society and digitally skilled librarians play a vital role for the promotion of reading and research culture in society.
Originality/value
To the best of the authors’ knowledge, this is the first study on librarians’ readiness to leverage artificial intelligence for the enhancement of digital literacy skills, sustainable competence development and smart library services in the context of Pakistan.
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IpKin Anthony Wong, Ya Xiao, Zhiwei (CJ) Lin, Danni Sun, Jingwen (Daisy) Huang and Matthew Liu
This paper aims to answer questions pertinent to whether or not services provided by smart hotels are really what customers are looking for, as well as to ascertain what are some…
Abstract
Purpose
This paper aims to answer questions pertinent to whether or not services provided by smart hotels are really what customers are looking for, as well as to ascertain what are some unintended experiences guests may encounter. In essence, to the best of the authors’ knowledge, this research is the first in the field to acknowledge the paradox of smart service.
Design/methodology/approach
This inquiry adopts a qualitative approach with data-driven from online customer reviews and semistructured interviews. Thematic analysis was undertaken to interpret review comments.
Findings
Results point to a new phenomenon, which is coined as the smartness paradox. In particular, customers on one hand enjoy an array of smart-infused experiences that jointly offer patrons a sense of a futuristic lifestyle. On the other hand, smart devices superimpose a number of hindrances that bring guests dismay and annoyance.
Research limitations/implications
This investigation brings smart service failure to the fore to highlight several key failure themes that could jeopardize the entire operation with debased customers’ satisfaction and loyalty inclination.
Originality/value
The smartness-paradox framework used in the present inquiry entails both approach and avoidance consequences customers enact depending on their smart experiences.
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Mohamed A. Khashan, Mohamed M. Elsotouhy, Mohamed A. Ghonim and Thamir Hamad Alasker
Smart banking services (SBS) are critical for developing countries to achieve developmental goals. The success of SBS is dependent on the considerable perceived customer…
Abstract
Purpose
Smart banking services (SBS) are critical for developing countries to achieve developmental goals. The success of SBS is dependent on the considerable perceived customer experience of provided services. Based on technology adoption studies, this study aims to model smart customer experience (SCE) outcomes by investigating the relationships between SCE, customer gratitude, continuance intentions and positive word-of-mouth (P-WOM).
Design/methodology/approach
The current research included 384 bank clients as participants. The data were analyzed using partial least squares structural equation modeling (PLS-SEM).
Findings
According to the findings, SCE directly increases customer gratitude, continuance intention to adopt smart services and P-WOM. Customer gratitude enhances continuance intentions and P-WOM. Additionally, customer gratitude mediates the relationship between SCE, continuance intention and P-WOM. Finally, the findings revealed that customer innovativeness and optimism play a substantial moderating impact among the variables studied.
Originality/value
This is the first research to include all of these variables. Furthermore, to the best of the authors' knowledge, this is the first empirical study of these linkages in the banking sector of emerging nations.
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This study aims to identify the determinants that influence citizen’s behavioural intention and continuous usage intention of smart mobility services in Indian smart cities with…
Abstract
Purpose
This study aims to identify the determinants that influence citizen’s behavioural intention and continuous usage intention of smart mobility services in Indian smart cities with the help of an extended technology acceptance model.
Design/methodology/approach
This study uses a quantitative methodology to analyse the data collected from 509 residents of smart cities in India. The study used the partial least squares structural equation modelling approach to test the proposed hypotheses.
Findings
The study highlights the importance of perceived usefulness and ease of use in influencing citizens’ attitudes and intentions towards smart mobility services. Positive attitudes significantly impact behavioural intentions, which, in turn, link to continuous usage intentions.
Originality/value
This study contributes to the existing body of knowledge on smart cities and technology adoption, specifically in the area of smart mobility. The study’s findings will help service providers and policymakers to develop more robust strategies for the future.
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Khurram Shahzad, Shakeel Ahmad Khan, Abid Iqbal and Asfa Muhammed Din Javeed
This study aimed to identify the university librarians’ readiness to adopt artificial intelligence (AI) for innovative learning experiences and smart library services.
Abstract
Purpose
This study aimed to identify the university librarians’ readiness to adopt artificial intelligence (AI) for innovative learning experiences and smart library services.
Design/methodology/approach
Quantitative research design followed by a survey method was applied. Data were collected from 174 professional librarians of 58 university libraries in Punjab province, Pakistan.
Findings
The findings of the study revealed that the adoption of AI enhances innovative learning. The results displayed that AI adoption assists librarians in the provision of smart library services to end users.
Originality/value
The study has offered practical recommendations in light of the evidence-based data for the efficient adoption and sustainability of AI applications in university libraries for innovative learning and smart library services. It contributes to the theoretical understanding by expanding the existing knowledge base. It offers managerial insights and has a societal impact. The study has provided a framework based on the empirical findings for efficiently adopting AI tools in academic settings for the provision of innovative learning experiences and sustainable smart library services.
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Drago Cvijanović, Tibor Fazekaš, Otilija Sedlak and Dragan Stojić
The aim of this chapter is to develop a conceptual model for the analysis of sustainable development and the ranking of cities based on selected standard criteria and metrics of…
Abstract
The aim of this chapter is to develop a conceptual model for the analysis of sustainable development and the ranking of cities based on selected standard criteria and metrics of smart cities. The conceptual framework contains standard and measurable indicators that influence the creation and survival of smart cities that could be self-sustaining, Green Resilient. We can measure the level of smartness of cities from two perspectives, first from the point of view of the degree of automation of services, infrastructure, buildings, transport, etc. and second from the point of view of planning the further development of the city in order to raise the quality of life of its citizens. Indicators should satisfy the principles of specificity, measurability, availability, relevance and timeliness (Schomaker, 1997). Researchers in the field of smart cities define different sets of characteristics, on which they construct a system of indicators that together describe the degree of development of a smart city. It must be taken into account the fact that there is no single set of indicators that would refer to the level of smartness of the city. It is a complex phenomenon, which occurs differently depending on the conceptual framework and the goal of classifying cities according to the complex characteristics of smartness, especially if you take into account the fact that the general well-being and quality of life of citizens are more important than only indicators of the quality of city services.
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