Human-Computer Interaction in Customer Service: The Experience with AI Chatbots—A Systematic Literature Review

Electronics, Journal Year: 2022, Volume and Issue: 11(10), P. 1579 - 1579

Published: May 15, 2022

Artificial intelligence (AI) conversational agents (CA) or chatbots represent one of the technologies that can provide automated customer service for companies, a trend encountered in recent years. Chatbot use is beneficial companies when associated with positive experience. The purpose this paper to analyze overall experience order identify main influencing factors and resulting dimensions (such as perceptions/attitudes feelings also responses behaviors). analysis uses systematic literature review (SLR) method includes sample 40 publications present empirical studies. results illustrate are grouped three categories: chatbot-related, customer-related, context-related factors, where chatbot-related further categorized in: functional features chatbots, system anthropomorphic chatbots. multitude result either negative customers. At same time, customers respond by manifesting their intentions and/or behaviors towards technology itself (chatbot usage continuation acceptance chatbot recommendations) company (buying recommending products). According studies, most influential using response relevance problem resolution, which usually satisfaction, increased probability continuation, product purchases, recommendations.

Language: Английский

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Perceived Risk of COVID-19 and Employee Decision-Making: How Psychological Distress during the Pandemic Increases Negative Performance Outcomes among Healthcare Workers

International Journal of Environmental Research and Public Health, Journal Year: 2022, Volume and Issue: 19(11), P. 6762 - 6762

Published: June 1, 2022

In this research, we examined how COVID-19 impacts employee decision-making and performance, knowing that virus has negatively affected public health, crippled economies, transformed social business environments across the globe. To quantitatively test our specific hypotheses regarding effects of employees’ perceived risk psychological distress on negative performance outcomes, surveyed 443 healthcare workers who were employed by a group private hospitals in Zimbabwe. These essential delivering day-to-day frontline services with high exposure to during pandemic. We find increases their disengagement, turnover intention, burnout, low morale at p < 0.05 significance level. latter relationships are mediated Our findings shed light pandemic is affecting cognitions behaviors vulnerable contagious disease. Turnover intentions amplified among employees, due resulting distress. Similarly, burnout becomes predominant as these worry about contracting coronavirus poor working conditions they face. As such, research confirms intensified precariousness work challenge managing especially for workers.

Language: Английский

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The mediating role of psychological resilience, anger, and hostility in university students’ attachment styles and life satisfaction

Children and Youth Services Review, Journal Year: 2024, Volume and Issue: 163, P. 107752 - 107752

Published: June 21, 2024

Language: Английский

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A Bayesian approach to reveal the role of psychological factors on turnover intention among nurses during the COVID-19 pandemic

BMC Health Services Research, Journal Year: 2024, Volume and Issue: 24(1)

Published: Aug. 1, 2024

Turnover intention is considered a significant challenge for healthcare and treatment organizations. The challenging conditions of treating COVID-19 patients the physical mental stress imposed on nurses during pandemic may lead them to leave their jobs. present study aimed determine role psychological factors (general health, workload, work-family conflicts, resilience) turnover using Bayesian approach pandemic. cross-sectional was carried out winter 2021 at three hospitals in Khuzestan Province, Iran. To collect data this investigation, 300 were chosen based Cochran's formula random sampling technique. Seven questionnaires, including General Health, Mental Workload, Work-Family Conflict, Resilience, Job Stress, Fear COVID-19, Intention Questionnaires. Networks (BNs) used draw probabilistic graphical models. A sensitivity analysis also performed effects variables. GeNIe academic software, version 2.3, facilitated examination network. statistically associations occurred between variables fear job (0.313), (0.302), resilience (0.298), respectively. had highest association with greatest conflict (0.296). Also, (0.302) higher than variable (0.219). At low high probability 100%, increased by 20%, while found decrease 32%. In general, results showed that four affect intention. However, impact related resilience. These can be manage medical environments, especially critical situations such as COVID-19.

Language: Английский

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Causes of higher levels of stress among students in higher education who used eLearning platforms during the COVID-19 pandemic

Journal of King Saud University - Science, Journal Year: 2023, Volume and Issue: 35(4), P. 102653 - 102653

Published: March 22, 2023

This work aims to study the levels of stress among students using e-learning platforms during COVID-19 pandemic in higher education institutions. The major factors higher-level student community focused on this are: Changes academic environment, family, social, personal, health and cognitive. objective research Partial Least Squares Structural Equation Modelling (PLS-SEM) procedure was used explore relationship its impact various stress. Data were collected by a total 1,000 email IDs that made available teachers from 12 Indian institutions where they enrolled random number method. With procedure, 800 selected. results drawn are experienced more due sudden changes personal factors. cognitive social found be equally distributed students, but less than family personal. intends fill gap short-term individual psychological occur after outbreak. Policy-makers can take note current study's observations continuing their fight against improving stability for risk groups.

Language: Английский

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The Moderation Role of Innovation and Infrastructure on the Relationship Between COVID-19 Crises and Health Care Performance: Evidence from Jordan

International Journal of Sustainable Development and Planning, Journal Year: 2023, Volume and Issue: 18(4), P. 1235 - 1243

Published: April 30, 2023

This study examines the moderation role of innovation and infrastructure on relationship between covid-19 crisis healthcare performance in Jordan.The methodology this includes a literature review to identify relevant studies theories related topic gaps existing research.Attention is paid human behavior personnel interaction hospitals that receive Covid-19 cases.The findings will be used areas where improvements can made innovative practices support during future crises better.This paper identifies specific most effective supporting crisis, such as telemedicine, remote monitoring, or emergency medical service (EMS) systems.Also, informs policy-making by providing insights into impact how these factors mitigate crises' systems.The industry needs ideas strategies pandemic grips world.These help deal with unstable continuously changing environment.

Language: Английский

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How Does Empowering Leadership Relate to Work Engagement? The Roles of Organisational Identification and Workplace Well-Being

Psychological Reports, Journal Year: 2024, Volume and Issue: unknown

Published: June 3, 2024

Scholars tend to believe that effective leadership contributes facilitating employee work engagement. Based on social identity theory and self-determination theory, this study explored how empowering affects engagement through the mediating roles of organisational identification workplace well-being. A sample 3645 front-line employees in China participated study. structural equation model analysis was performed examine hypothetical model. Sex, age, degree education, wage income per month (RMB), subjective class were covariables. The results indicated (a) positively related engagement, (b) well-being played a partial role relationship, (c) had chain effect These findings advance understanding employees’ working attitudes behaviours. They also contribute potential interventions boost

Language: Английский

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Beyond Your Sight Using Metaverse Immersive Vision With Technology Behaviour Model

Journal of Cases on Information Technology, Journal Year: 2023, Volume and Issue: 25(1), P. 1 - 34

Published: April 20, 2023

With the advancement of technology, metaverse image is used to improve success rate surgical. The purpose this study was understand acceptance extended reality surgery by different populations medical experts and patients. main reason for using a triangular mixed model because small amount relevant research data study, quantitative research, exploratory cross-sectional can avoid some human interference reduce error. results showed that model, interaction design, surgeon, clarity use head-mounted display with technology expert group were conducive improved surgical rates. Metaverse offers opportunities modern digital effectively expert's ability promote smoothness physical indicators during procedure. This pioneering role in facilitating from dual perspective

Language: Английский

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A Cross-Level Study of the Consequences of Work Stress in Police Officers: Using Transformational Leadership and Group Member Interactions as an Example

Psychology Research and Behavior Management, Journal Year: 2023, Volume and Issue: Volume 16, P. 1845 - 1860

Published: May 1, 2023

Purpose: The objective of this study was to investigate the effect work stress on job burnout and quality life moderating group factors (transformational leadership member interactions) relationship between stress, burnout, life. This takes front-line border police as research object, adopts a cross-level perspective, key factor affecting efficiency health indicators. Methods: It collected data through questionnaires, with questionnaires for each variable adapted from existing scales, such multifactor questionnaire developed by Bass Avolio. A total 361 were filled out in study, including 315 male participants 46 female participants. average age 39.52. Hierarchical linear modeling (HLM) used test hypotheses. Results: First, it found that has significant impact Secondly, style interactions have direct, stress. Third, an indirect, burnout. However, these are not indicative results highlight particular nature life, further enhance value study. Conclusion: two major contributions are: 1) shows original characteristics organizational environment social context Taiwan's and, 2) terms implication, is necessary re-examine individual Keywords: transformational leadership,

Language: Английский

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The Level of Resources and Quality of the Health System in the Romanian Country

Proceedings of the ... International Conference on Business Excellence, Journal Year: 2023, Volume and Issue: 17(1), P. 388 - 400

Published: July 1, 2023

Abstract A good health system is essential for any country to achieve its social, economic, and political goals ensure that all citizens have the opportunity lead healthy productive lives. country’s healthcare can also an impact on reputation competitiveness global stage. Several research studies examined in Romania from a comprehensive perspective. Recently, topics most studied include workers of pandemic system. This study aims analyze level resources quality 42 counties Romania. Data was collected national statistics several indicators were relation The primary we used focused average number doctors hospitals, among others. While, quality, evaluated metrics such as natality, mortality, To data resources, two-step cluster grouping method SPSS, assess indicators, performed one-way ANOVA analysis determine whether there significant differences care between areas with fewer more resources. findings our divided into four clusters based availability medical per one thousand inhabitants, where are limited high. Furthermore, discovered statistically difference mortality rate.

Language: Английский

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