In recent years, chatbots have gained popularity as a result of breakthroughs in artificial intel... more In recent years, chatbots have gained popularity as a result of breakthroughs in artificial intelligence and other technologies that lie behind the surface. In a similar vein, the growing interactivity of the internet and the enhanced capabilities of mobile devices have notably drawn a greater number of customers who are looking for improved and personalized customer care. This is the goal. Therefore, the purpose of this chapter was to gain a better understanding of the usage of chatbots by online businesses in order to throw light on the influence that it has on the happiness of customers with customer service. In this particular research endeavor, the conceptual framework was built using the commitment trust theory, which served as the underlying theoretical underpinning. It investigated the connections between trust, commitment, service quality, and technology in regard to the utilization of chatbots. As a consequence, the higher level of customer involvement that was achieved has resulted in increased information sharing and referrals to additional clients. The purpose of this chapter was to propose an integrated framework for anticipating the use of chatbots to increase customer bonding with businesses. The most important contribution was the compilation of a list of prerequisites that must be met in order to enhance customer involvement in the process of implementing chatbots.
Journal of Electronic Commerce in Organizations, 2021
During the recent times, the majority of the mobile game revenue comes from in-game features/prod... more During the recent times, the majority of the mobile game revenue comes from in-game features/products. In the recent past, many studies were conducted to study the factors affecting mobile game adoption. However, research on the factors driving purchase of virtual goods during mobile gaming is scarce. This study with the foundation on flow theory and theory of consumption values aimed at studying the interrelationships among the constructs to know the mobile game users' in-game purchase intention. A 10-factor research model was developed and tested empirically. For this, data were obtained from 367 high school and college students. Structural equation modelling with the aid of AMOS software was used to analyse the data. Users' gaming flow experience and satisfaction were found to exert a positive effect on intention to buy mobile in-game items. In addition, the study offers academic and practical implications of the variables affecting the decision-making behaviour of mobile...
Understanding individual's perceived threat and coping behaviour are critical components in the a... more Understanding individual's perceived threat and coping behaviour are critical components in the adoption of new technologies. Contactless payment services have witnessed a rapid surge and have become the new norm to avoid health/life threat during the COVID-19 pandemic scenario. However, there has been little attention on the adoption of contactless payments. The purpose of the research is to understand the antecedents of contactless payment services adoption based on the dimensions of protection motivation theory (PMT) and unified theory of acceptance and use of technology (UTAUT). The research model was tested empirically among 387 Indian users of contactless payment services during the pandemic. The results revealed that threat appraisal (perceived vulnerability and perceived susceptibility) as well as coping appraisal (self-efficacy and response efficacy) demonstrated positive effect on intention to use contactless payments. Moreover, both trust and effort expectancy significantly influenced the behavioural intention towards contactless payment services. The study provides theoretical and practical insights to enrich the understanding of the consumer shift towards contactless payment services during COVID-19 pandemic.
International Journal of Technology and Human Interaction, Feb 24, 2023
This research examines the effects of factors such as perceived ease of use, perceived usefulness... more This research examines the effects of factors such as perceived ease of use, perceived usefulness, perceived enjoyment, innovativeness, perceived information quality, and perceived customisation on behavioural intention to use Chatbots. The research model designed is empirically validated using structural equation modelling with the aid of AMOS software. A five-point Likert scale-based structured questionnaire was used to collect data from 378 Chatbot users in an online method. The results indicated that the perceived ease of use, perceived usefulness, innovativeness, perceived information quality, and perceived customisation have positive effects on intention to use Chatbots, whereas perceived enjoyment is found to exert no effect. The research further discussed implications and future directions of research.
Civic engagement participation in solving the social problems gained momentum among social media ... more Civic engagement participation in solving the social problems gained momentum among social media users. It is probed via literature survey that many research studies conducted in understanding the civic behaviour and personality development; therefore, research documents were found still limited in the area of factors and their constructive factors (hypotheses) identification towards intensifying the online civic engagement for solving and reforming the society. Therefore, the purpose of the research is directed to build a qualitative research model of crucial factors by using the social capital theory, developing constructive factors (hypotheses) based on the research model, and testing constructive factors, which could intensify the civic engagement of online social media user’s (Facebook, Twitter, etc.) towards solving the social problems. To fulfil aforesaid agendas, the authors employed the qualitative survey method, which consisted of a simulation of an online survey against H...
Nowadays, Blockchain Technology (BCT) is contributing toward addressing the challenges of complex... more Nowadays, Blockchain Technology (BCT) is contributing toward addressing the challenges of complex industrial systems (CISs). The BCT reduces the complexity of cash data storage as well as retrieval system of finance, marketing, supply chain, inventory, and other departments. The objective of the present study is to investigate the factors, which affect the intention of professionals to adapt the BCT in the CISs by using an extension of the technology acceptance model. To fulfill the research objective, a theoretical research model is constituted by multiple hypotheses (H1–H6), i.e., perceived usefulness, perceived ease of use, perceived innovativeness, knowledge, risk, and trust after conducting the relevant literature survey in the context of BCT. Next, each hypothesis is tested by exploring the survey data of a sample of 287 professionals of different BCT user’s companies such as retailing, e-commerce, manufacturing, and construction. Survey data is analyzed by executing the struc...
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Papers by MAHENDAR GOLI