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AI-Mediated Communication in E-Commerce: Implications for Customer Trust
No full textGenerative artificial intelligence (AI) technologies offer new potential for marketing and customer operations, such as automation and personalization of customer service. However, more must be understood about how AI‐mediated communication (AI‐MC) affects customer trust. We conducted an online experiment to investigate the impact of AI‐MC on customer trust in an online retail context. We presented N = 294 participants with two email scenarios describing a product return context, labeled as written by either (a) a service employee, (b) a service employee assisted by AI, or (c) AI on behalf of the service employee. We further varied levels of service criticality to consider customers' perception of vulnerability. Our findings revealed higher customer trust ratings in the online retailer when the email communications were written by the service employee, compared to those written by the service employee assisted by AI. When analyzing the different components of trust, it was found that communications written by the service employee assisted by AI reduced perceptions of both the online retailer's benevolence and integrity, while communications written by AI on behalf of the employee led to lower perceived integrity of the online retailer. Surprisingly, service criticality did not affect trust ratings. We discuss the managerial implications of integrating generative AI into customer service in the context of the EU AI Act, which came into force on 1 August 2024
Agility Based on Stakeholder Interaction – Blending Organizational Learning with Interactive BPM
No full textUsing Social Network Analysis and Derivatives to Develop the S-BPM Approach and Community of Practice
No full textEnhancing Explainability of Deep Reinforcement Learning Through Selective Layer-Wise Relevance Propagation
No full text22nd Workshop on Automotive Software Engineering
Full text linkSoftware-driven systems are becoming pivotal, underpinning the majority of innovations in contemporary automobiles. This workshop is poised to explore a plethora of topics pertinent to automotive software development. Attendees will engage in discourse on the most apt methodologies, techniques, and tools essential for navigating the foremost challenges faced by researchers and practitioners in the field
A case study assessing the impact of M&A and licensing on FDA drug approvals of leading pharmaceutical companies
Full text linkDespite a recent increase in FDA new drug approvals, leading pharmaceutical companies continue to face R&D productivity challenges. This highlights the need to better understand the context of their R&D concepts and related R&D outputs. Consequently, we conducted a systematic assessment of the impact of R&D expenditures, R&D intensities, mergers & acquisitions (M&A) deals and licensing agreements on new drug approvals of leading pharmaceutical companies between 2012 and 2021. Our analysis provides key insights into differentiating R&D factors: whereas R&D expenditures and the number of M&A deals correlate with the number of new drug approvals, our analysis shows no correlation with R&D intensity or the number of licensing agreements
Transitioning to Low-Carbon Heating: Decision-Making Approach for Cold Communities
Full text linkSelecting a sustainable heat energy supply system for high-altitude, cold-climatic communities in developing countries is essential for both decision-makers and the scientific community. However, no comprehensive guide or framework exists to address this issue and decarbonize cold communities sustainably. This research aims to fill that gap by identifying and developing a methodology for selecting a suitable heat energy supply system, using Kyrgyzstan as a case study. The approach takes into account renewable energy sources, local conditions, and specific criteria necessary for designing a sustainable energy supply. The paper introduces a decision-making framework based on 17 criteria, covering geographical, environmental, economic, technical, and social aspects, derived from the opinions of over 20 experts. This framework serves as a guide for selecting and designing an appropriate heat energy supply system. Five heat supply options are analyzed in Kyrgyzstan’s high-altitude, cold rural setting to demonstrate the framework's potential. The analysis reveals that centralized district heating is the most suitable solution, scoring 79% for system selection. This methodology is partially or fully transferable to regions or countries with similar climates and local circumstances, offering a valuable resource for the development of sustainable heat energy solutions in cold, high-altitude communities
Laser sintering of Cu particle-free inks for high-performance printed electronics
Full text linkThis study investigates laser sintering of Cu particle-free ink (Cu formate tetrahydrate—amino-2-propanol complex) as an alternative to conventional sintering in an oven (under inert/reducing atmosphere). Utilizing benefits of high-speed localized heating using laser, substrate damage can be prevented for low-melting substrates such as Polyethylene Terephthalate (PET). Firstly, a suitable sintering process window is achieved based on energy density for two different flexible polymeric susbtrates: Polyimide and PET using different laser parameters (laser power, scan rate and spot diameter). Subsequently, characterization of laser sintered traces are also made using different laser optic profiles (Gaussian and top hat). Different methodologies for fabrication of metallized Cu layer were also demonstrated. A very low bulk resistivity of 3.24 µΩcm (1.87 times of bulk Cu) was achieved on trace thickness of 0.85 ± 0.15 µm exhibiting good adherence to polymeric substrates. A promising fabrication process of low-cost and reliable flexible printed electronic devices is demonstrated