DOS Research Centre is pleased to invite you to an event with its Distinguished Speaker Professor Sundeep Sahay, Professor of Information Systems, at the Department of Informatics, University of Oslo, Norway
16 November 2022 DOS Distinguished Speaker Lecture
Tea and Coffee from 13:30 Moore Auditorium, Moore Building, Royal Holloway, Egham Campus
Speaker: Prof Sundeep Sahay, University of Oslo, Norway
Engaging with health inequities in the Global South is a key priority, which is inscribed in a number of the SDGs, e.g. SDG3 (health and well-being for all), SDG5 (women’s equality and empowerment) and SDG10 (reduce inequality within and among countries). Digital technologies indeed have a role to play in supporting efforts to mitigate health inequities and contribute towards achieving these goals. But, what has been our experience till date? They oscillate between visions of deep despair with 90% of digital initiatives being branded as total or partial failures or extreme optimism with AI and Machine Learning being positioned as the silver bullet to address health challenges. A summary inference which can be drawn from experiences to date is that the potential of digital technologies to address health inequities has not been adequately materialized in practice, in the context of the Global South. Understanding what are some of the reasons underlying this inference and reflecting on what can be done about it, will be the focus of this talk. Sundeep will draw upon his 20+ years of experience of studying and working with health information systems in the Global South, to raise some relevant questions and seek to find approaches to engage with this urgent issue.
Sundeep Sahay is Professor of Information Systems at the Department of Informatics, University of Oslo, Norway. He currently holds affiliate appointments at the Centre of Sustainable Healthcare Education, Faculty of Medicine, University of Oslo and at the Information School, Sheffield University, UK. The focus of his work has been on the design, development, integration, use and sustainability of health information architectures in developing countries, with a primary focus in the Indian public health system. Sundeep has worked closely with policy makers, health programme managers and field level health functionaries. He has extensive experience with management of research projects involving partners from universities, public health sector, and also running an NGO.
Professor Niki Panteli, Dr Nisreen Ameen, Dr Najmeh Hafezieh and Dr Philip Wu are pleased to invite you to the DOS Digital Health Online Event, joined by Key Speakers Professor Weizi (Vicky) Li, Henley Business School, and Dr Hajar Mozaffar, University of Edinburgh Business School.
Time: 1 December, 10:00 – 11:30am UK Time (Online via Microsoft Teams)
Developing data-driven solutions in real-world healthcare management Professor Weizi (Vicky) Li
Data-driven solutions such as artificial intelligence (AI) and machine learning (ML) can improve health and care efficiency by augmenting human labour and enhancing productivity. This talk will cover a series of collaborative projects with NHS developing real-world data-driven healthcare applications and will focus on data-driven solutions to improve referral triage from primary to secondary care, and to reduce “do-not-attend” in secondary care outpatient management. We will discuss how AI/ML improve healthcare efficiency, patient outcomes and health inequality, challenges, and future opportunities.
Evolution of knowledge ecosystems in digital transformation of the health sector Dr Hajar Mozaffar
Digital transformation is now central to most health system strategies around the world; although policy makers and implementers generally agree on the potential of health information technology (HIT) to improve safety, quality, and efficiency of care, strategies for procurement, implementation, and optimization vary significantly across settings. Hence, large-scale HIT-enabled transformation programs have met with varying success, and there is no agreed strategy on how best to achieve digital transformation at scale. We propose that organisation-level perspective on digital transformation of the health sector offers limited understanding of the phenomenon and hence partial understanding of how to deliver successful transformation. We suggest that to understand the complex nature of digital transformation, new approaches that consider different levels of analysis are needed. In doing so, we show how inter-organisational knowledge collaborations are a key feature of recent initiatives to promote concerted change across multiple organizations by establishing a knowledge ecosystem.
There is a great deal of controversy and myth surrounding the infamous social credit system (SCS) in China. Commentators in the West often portray the SCS as an omnipresent surveillance system imposed by the Chinese government on its citizens, feeding on their personal data for the purpose of authoritarian control. This Orwellian image of the SCS may reflect the zeitgeist of the age of surveillance capitalism, but how close is it to reality? At this research seminar organised by the Digital Organisation and Society (DOS) Research Centre at Royal Holloway, two prominent scholars of the SCS – Prof. Genia Kostka (Freie Universität Berlin) and Dr. Chenchen Zhang (Queen’s University Belfast) – will each present their research on the SCS to provide a more nuanced picture of the reality.
Time: 11-12:30pm, Tuesday 24th May Livestreaming link: Please contact DOSdirectors@rhul.ac.uk if you want to join this event.
Welcome & Introduction: Dr Philip Wu, Royal Holloway
Talk 1 – Accepting but Not Engaging with It: Digital Participation in Local Government-Run Social Credit Systems in China Prof Genia Kostka, Freie Universität Berlin
China’s central and municipal governments have consistently facilitated the development of social credit systems (SCSs) over the past decade. While research has highlighted the Chinese public’s high approval of and support for SCSs, their engagement with these digital projects has not been fully explored. This talk examines Chinese citizens’ digital participation in local government-run SCSs. Based on 64 semi-structured interviews, our most recent research findings suggests that, despite perceiving SCSs as accepting and positive, most interviewees do not actively engage with local government-run SCSs. Multiple factors can explain the gap between high acceptance and low participation, including a lack of awareness regarding local SCSs, a perception that registering and maintaining a decent credit score requires major effort, various concerns over SCSs (e.g., information privacy and safety, as well as algorithm accuracy and fairness), clarity of rules and guidelines, potential risks, unappealing benefits offered by SCSs, and the voluntariness of participating in local SCSs. Our research adds to the existing literature on digital governance in authoritarian contexts by explaining why Chinese citizens do not necessarily engage with state-promoted digital projects.
Prof Genia Kostka is a Professor of Chinese Politics at the Freie Universität Berlin. Her research focuses on digital transformation, environmental politics, and political economy with a regional focus on China. Her most recent research project explores how digital technologies are integrated into local decision-making and governance structures in China (ERC Starting Grant 2020-2025).
Talk 2 – Social credit as a governing technique, as imaginary, and as meme Dr Chenchen Zhang, Queen’s University Belfast
This talk is interested in shifting focus from what China’s social credit system is or does to how it is talked about in academic and public discourse in China and elsewhere. It is concerned with what the discourse, imaginations, and memes of social credit could tell us about the politics of knowledge production and everyday international relations. After briefly introducing the institutional and ideational framework of the (actually existing) social credit system in China, I will review some of the recent controversies regarding the system in Chinese public discourse. This is followed by a consideration of the imaginations and myths of “Chinese social credit” produced by journalists, social theorists, political elites, and ordinary internet users located in the geopolitical space known as “the West”. Instead of “debunking the myth”, I seek to examine the functions of these persistent myths and the employment of social credit as a rhetorical figure in shaping Western images of China and images of technology. Of particular interest to this task is the development of a meme culture of social credit in transnational online communities. While the memeification of social credit exemplifies the networked and participatory nature of global digital culture, it is also conditioned by and reproducing traditional geopolitical boundaries and framings despite new patterns of decentralized global exchange.
Dr Chenchen Zhang is a lecturer in politics and international relations at Queen’s University Belfast. Her research interests include discourse/identity, governmentality, popular geopolitics, and social media in both European and Chinese contexts. Her work has appeared in journals such as European Journal of International Relations, Citizenship Studies, Geopolitics, and European Journal of Social Theory.
The DOS Research Centre is delighted to announce the virtual joint research event by LITEM, SMART-BIS, University Paris Saclay and DOS, Royal Holloway University of London on the theme – Digital Transformation. This event will consist of 4 insightful presentations covering various aspects of digital transformation, from understanding organisational digital transformation to exploring the impact on trust and effect of AI adoption by the public sector. Join us to engage in this exciting event and be inspired!
Welcome: Dr. Anuragini Shirish, LITEM & Prof. Niki Panteli, DOS
Session Facilitators: Jan Weber, Phd/RHUL & Anaya Kumar, Phd/LITEM
Time: 1-3pm, Wednesday 30th March Livestreaming link: Please contact DOSdirectors@rhul.ac.uk if you want to join this event.
Dr Najmeh Hafezieh (DOS) Title: Adopting a ‘Search’ Perspective in Exploration of How Organisations Transform Digitally
As new forms of digital technologies continue to proliferate, Information Systems (IS) scholars argue that we are witnessing a paradigmatic shift in the nature of technologies and their potential in profoundly changing organisations and ways of working. Such technological shifts have also given rise to consumerisation of IT and thus creating more endowed consumers with changing expectations and practices. The black-boxed nature of digital platforms and their algorithms have imposed challenges for scholars to understand these changes. In this paper, we draw on the notion of ‘search’ and its use in the organisation and management literature to propose a new analytical approach in studying digital transformations. Unlike the existing use of search in enhancing organisational performance or introducing new products, we use search as an approach that organisations renew their offerings, processes and practices in redefining their value proposition. Through different reconfigurations of material enactments, search becomes the underlying logic of organising and the centralised control shifts to a de-centralised autonomy, which facilitates the ongoing adaptations of practices as organisations transform digitally.
Najmeh hafezieh is a Lecturer in Digital Innovation and Analytics at Royal Holloway University of London. Najmeh holds a PhD in Management from the University of Edinburgh and her main research interests are related to the dynamics of organisational digital transformation, changing nature of work, and digital innovation. Her current research is focused on the digitalisation of professions and occupations, the dynamics of AI agents and knowledge workers pairing, and the role of Gartner Hype Cycles in productisation of expectations in digital economy. Najmeh has presented and published her work in top Information Systems (IS) and Management conferences and currently is collaborating with colleagues in the UK, Australia, and Ireland.
Prof Mak Lycett (DOS) Title: Digital Innovation in the Music Industry
The music industry is a prime example of digital disruption and transformation at work. The transition of physical product (e.g., CDs, DVDs, vinyl) to digital streaming is the most visible and researched aspect of disruption to-date, but this is only the tip of the iceberg: Digital has impacted the supply/production network at every stage – from how and where music is produced, through how it is distributed to changes in the way it is consumed. There are three particular outcomes of digital transformation to-date that exist is some tension however. First, and most obviously, there have been significant changes in the way that we consume music. Second, there has been significant industry restructuring as traditional players (e.g., record companies, publishing houses) have responded to market changes and defended their position in doing so. Third, the production pipeline has become increasingly ‘democratised’ as technology and techniques that were once the preserve of specialists have increasingly become available to the mainstream. Arguably, these changes have not benefited music creators as intended as the fruits of democratisation have been hampered by conservatism in industry restructuring which – limiting the return from streaming and placing more ‘business’ responsibility on music creators. Digital disruption of the industry continues at pace however, with digital platforms continuing to proliferate, (newer) technologies such as AI and blockchain making inroads and new business models emerging. In this context, the purpose of this talk is to examine the challenges of disruption/transformation, its future directions and the opportunities for (collaborative) research in an exciting and vibrant domain.
Mark Lycett is Professor of Digital Innovation at Royal Holloway, University of London. His current research examines how novel technologies and work practices enable the creation and adoption of new business, technological and service delivery models alongside the new forms of value that may result from that. Mark has worked across many domains, from financial services to transportation, but his current (project) work is centred on the creative industries, applying his research interests in the context of immersive technology (e.g., mixed reality).
Aside from project work, he has a particular personal interest in the music industry, which is a prime example of the (disruptive) impact of digital technology. Mark has published his work in a number of leading journals and conferences and is engaged in ongoing research with a number of organisations. Prior to returning to education, he spent a number of years in industry, primarily in project management and consulting.
Prof Saïd Assar and Doctoral Student Taoufik El Oualidi (LITEM – SMART-BIS) Title: Exploring explainability effect on trust and adoption in AI endeavors Abstract: Companies’ investment in new AI systems has seen recently a strong and constant progression. However, except for the GAFAM, the use of AI is still marginal at this stage, and seems to spark cautiousness and apprehension. A potential reason for this hesitation may be linked to a lack of trust. The goal of this research project is to explore the effects of explainability on trust in new AI-based digital systems and, ultimately, on usage and adoption. More precisely, in the perspective of an industrialized use of AI, we would like to study the role of explainability for stakeholders in the decision-making process as well as in value creation.
Saïd Assar is a professor in MIS. His research interests are related to IT usage and IS design in general, with a specific focus on Enterprise Architecture, Blockchain in Supply Chain, AI and trust. He is on the editorial board for many academic journals e.g. EMISA, SIM, IJEIS.
Taoufik El Oualidi is a PhD student at IMTBS/Paris Saclay University. His research subject is related to AI usage and the potential impact of explainability. He is an IT manager at La Poste Groupe, where AI techniques are being deployed.
Doctoral Student-Aurelie Roland (LITEM) Title : The challenges of AI adoption by the public sector in France
Many challenges push on the public sector to provide ever better services and better protection to citizens, with increasingly scarce resources. At the same time, the deployment of digital innovations in all types of organizations is accelerating. However, Artificial Intelligence (AI) large-scale deployment, seems longer and more complicated than expected. Our research project aims to understand enablers and inhibitors to the diffusion of AI in the public services, thanks to several case studies in the French public sector and innovation management research.
Aurélie Simard is a Ph.D. student in management sciences at the Laboratoire d’innovation, de technologies, d’économie et de Gestion (LITEM), Doctoral School of Human and Social Sciences (SHS) of the University of Paris Saclay. She works under a research contract sponsored by (CIFRE) La Javaness, a start-up that designs and deploys AI software. She is currently being supervised by Prof. Cedric Gossart, co-director of LITEM.
Carol Saunders is an Extraordinary Professor at the University of Pretoria and Professor Emerita at the University of Central Florida. Carol has received the LEO award in the Information Systems (IS) discipline and the Lifetime Achievement Award from the Organization Communication and Information Systems (OCIS) Division of the Academy of Management. She also is an Association for Information Systems (AIS) Fellow and a Schoeller Senior Fellow. She served on a number of editorial boards, including a three-year term as Editor-in-Chief of MIS Quarterly. She was the General Conference Chair of ICIS 1999, Program Co-chair of AMCIS 2015, and AIS Vice President of Publications from 2016-2019. She helped found the OCIS (now Communication, Digital Technology and Organization) division of the Academy of Management and served as its program chair and division chair. She was the Distinguished Fulbright Scholar at the Wirtschafts Universitaet – Wien (WU) in Austria and earlier held a Professional Fulbright with the Malaysian Agricultural Research and Development Institute. She has held research chairs in Germany, New Zealand, Singapore, and the Netherlands. Her research is published in top-ranked Management, IS, Computer Science and Communication journals.
‘Ethical Issues in the Age of Big Data’ will summarise how technological changes allowing data to be captured, transmitted, stored, and analysed at unprecedented levels have created opportunities and ethical concerns – raising questions in several areas to promote dialogue in the information systems discipline about using big data analytics responsibly.
Dr Maryam Mehrnezhad
‘Caring for Intimate Data in Fertility Technologies’ explores the privacy risks that can originate from the mismanagement and misuse of intimate data in fertility technologies, evaluating the privacy of top ‘fertility apps’ through their privacy notices and tracking practices using the GDPR framework and argue how the current practices would put users at serious risks.
We are delighted to announce that the Digital Organisation and Society (DOS) research cluster on ‘Digital Work and Organisation’ is hosting an Industry-Academia virtual event on Tuesday 8th February 2022, 9:00 to 10:30am on ‘Leading Remote and Hybrid Work’.
In this event researchers in the area of remote and hybrid work will be presenting their most recent work on the topic whilst a panel of industry experts will be sharing their own experiences in this area and providing a commentary on the direction of research.
Welcome from Prof Niki Panteli
Scholarly Panel (Facilitated by Dr Irene Yu)
Dr Petros Chamakiotis (ESCP, Madrid) – 10 mins presentation + 10 mins Q&A
Dr Blooma John (University of Canberra, Australia) – 10 mins presentation + 10 mins Q&A
9:50 am: Industry Panel (Facilitated by Prof Niki Panteli)
Audience Q&A – Discussion (20 minutes)
Following research presentations, the industry panellists will be asked to share their own views on remote/hybrid work, challenges faces and how to resolve them.
Abstracts & Panellists Biographies:
Scholarly Academic Panel
Dr Petros Chamakiotis – Time to reimagine virtual team leadership post Covid-19
The dramatic surge of interest in FinTech over the past few years has highlighted the need for a better Although virtual teams have been around for over two decades, the recent pandemic has given rise to new types of virtual teams which, despite their similarities with earlier virtual teams pre-pandemic, have significant differences. This means that leadership may be different too in this context. Consequently, drawing on recent research, the objectives of this presentation are to explore: (a) how these newly emerged virtual teams differ for previous ones; (b) what we can take away from existing literature on leadership in virtual teams pre-pandemic that may still be relevant; and (c) what is left to be studied to promote academic knowledge and provide further guidance for practitioners.
Dr Petros Chamakiotis is an Associate Professor of Management at ESCP Business School in Madrid, Spain, where he is also the Scientific Director of the MSc in Digital Project Management & Consulting. He is also affiliated with the Digital Futures at Work Research Centre in the UK. Petros is interested in the management of technology-mediated forms of work (e.g., hybrid working, virtual teams, digital platforms), and he publishes his work mainly in IS and management journals, as well as in practitioner outlets. Between 2018 and 2021, he served as the Chair of the IFIP Working Group 9.5 on ‘Our Digital Lives’ and he currently serves as an Associate Editor for the Information Systems Journal.
Dr Blooma John (University of Canberra) – Leading the Digital Workplace Transformation during a pandemic
Digital workplace transformation has been through a huge acceleration due to the enforced remote work caused by the Covid-19 pandemic. As a result, knowledge-based organisations had to swiftly use digital technologies to transform their workplaces from the traditional office environment to Work from Home (WFH) or hybrid workplace model. In the hybrid workplace model, some employees return to their workplace and others continue to work from home, though variations exist within this model. In this context, leadership has been identified as critical in the success of the workplace transformation in the post Covid-19 context. Today, as we move towards the new hybrid work environment, there is a need to understand the emerging and successful workplace leadership practices to keep both employees and clients engaged with business activities. The study presented here draws on empirical data collected from Microsoft ANZ corporation to explore how leaders in the organisation develop engagement with employees and clients when a hybrid workplace model is in operation.
Project Partners: Prof Niki Panteli and Microsoft ANZ
Dr Blooma John is an Assistant Professor of Information Systems at University of Canberra, Australia. She serves as the president of Association for Information Systems Special Interest Group in Education. She won the RMIT award for excellence in learning and teaching in 2015 and commendation for outstanding contribution to student learning in 2021. Her research interests are in social informatics, digital transformation, design science research and educational technologies. She has published her work in various IS journals and conferences. She currently serves as an Associate Editor for the Communications of the Association for Information Systems Journal.
Ms Pip Arthur – Modern work business group leader, Microsoft ANZ
Dr Penny Pullan – Making Projects Work Ltd
Dr Penny Pullan is a renowned expert in Virtual and Hybrid Leadership. She’s the author of the bestseller and CEO Today Top 5 book for lockdown: ‘Virtual Leadership: Practical Strategies for Success with Remote or Hybrid Work and Teams’. Penny works with leaders and teams who are grappling with the challenges of our remote and hybrid world, to enhance their collaboration and effectiveness. Over the last twenty years, Penny has built and rolled out her Virtual Leadership model, facilitation tools and techniques, with companies such as Robert Half, AstraZeneca and the UK Government. Her virtual experience began when she worked for Mars Incorporated, running a global programme despite the flight bans after 9/11. Penny’s other books include ‘Making Workshops Work: Creative collaboration for our time’ and she is the co-author of ‘Managing Successful Programmes’.
Dr. Wesley Yuen & Prof. Yu-Lun Liu (Royal Holloway & Taipei Tech)
Dr. Wei-Lun Chang (Taipei Tech)
Organized by Prof Hari Harindranath (Royal Holloway) & Prof Jung-Fa Tsai (Taipei Tech)
Prof Jung-Fa Tsai & Dr Nisreen Ameen (DOS Co-Director)
FinTech Innovations: A Review of the Recent Developments and Prospects Q & A
Dr. Abdulkader Aljandali
A Quantitative Model for Option Sell-Side Trading with Stop-Loss Mechanism by Using Random Forest Q & A
Dr. Mu-En Wu
The taxonomic fit and thematic fit of brand extension and tourist’s inspiration: The moderation effects of brand familiarity and implicit beliefs Q & A
Dr. Wesley Yuen & Dr. Yu-Lun Liu
Exploring Service Journey by AI Chatbots for Customer Experience Q & A
Dr. Wei-Lun Chang
Nisreen & Jung-Fa
Dr Abdul Kader Al Jandali Position: Senior Lecturer in Financial Management Topic: FinTech Innovations: A Review of the Recent Developments and Prospects
Fintech and Financial inclusion
The dramatic surge of interest in FinTech over the past few years has highlighted the need for a better understanding of the value of technological innovations. In line with this reasoning FinTech has emerged as a mechanism that enables banking and nonbanking institutions to cut their costs, to enhance the quality of their services and to create a much more resilient and diverse financial environment. This FinTech development, which is supported by Artificial intelligence (Ai) and automation allows FinTech adopters to enter different segments of the financial services industry. However,despite the broad application of FinTech, little academic research has explored the development of this new wave of technological innovations. Therefore, our study aims to fill this gap in the literature and examines the recent developments in selected Fintech technologies including peer-to-peer financing, digital-only banks, machine learning and Ai, Blockchain, Robo-advice, InsurTech and RegTech. The paper also reviews the FinTech ecosystem including the impact of FinTech business models and their related, regulatory and non-regulatory, challenges.
Dr Aljandali is a Senior Lecturer in Financial Management and Financial Technologies at Royal Holloway University of London. Authority in Quantitative Research with published output in Financial Modelling, Foreign exchange Forecasting, Economic Modelling and Multivariate Methods. Current research includes studies on the role FinTech as a key driver for financial inclusion with a focus on emerging markets. Data Analytics passionate with knowledge of Python, Tenserflow, GitHub, Colab, Google Hub and AWS. Specialist knowledge and expertise in SPSS, SAS and EViews computer packages.
Dr. Mu-En Wu Position: Associate Professor, Department of Information and Finance Management, National Taipei University of Technology, Taiwan Topic: A Quantitative Model for Option Sell-Side Trading with Stop-Loss Mechanism by Using Random Forest
Financial data analysis
Option trading is increasingly being used for hedging and speculation; however, inherent risk, makes money management an important issue in controlling profits and losses. In this study, we sought to quantify the risk associated with options by constructing a sell-side trading strategy with a mechanism aimed at predicting the win-rate via statistical analysis and the random forest algorithm. AUC-ROC curves verified the effectiveness of our random forest predictive model with a greater than 75 percent likelihood of correctly identifying a trade. In experiments, our random forest predictive model outperformed the statistical predictive model, thereby demonstrating the effectiveness of our trading strategy with stop-loss mechanism in controlling risk in options trading.
Mu-En Wu is an Associate Professor at Department of Information and Finance Management at National Taipei University of Technology, Taiwan. Dr. Wu received his Ph.D. degree with major in computer science from National Tsing Hua University, Taiwan, in 2009. After that, he joined Institute of Information Science, Academia Sinica at Taipei City, Taiwan as a postdoctoral fellow during 2009~2014. During February 2014 to July 2017, he served as an assistant professor of Department of Mathematics at Soochow University. He has a wide variety of research interests covering cryptography, information theory, prediction market, money management, and financial data analysis. He has published more than 100 research papers in referred journals and international conferences.
Dr. Wesley Yuen & Dr. Yu-Lun Liu Position: Wesley Yuen: Lecturer in Marketing, Department of Marketing, Royal Holloway, University of London; Yu-Lun Liu: Assistant Professor of Marketing, Department of Business Management, National Taipei University of Technology Topic: The taxonomic fit and thematic fit of brand extension and tourist’s inspiration: The moderation effects of brand familiarity and implicit beliefs
The significant growth in the number of overseas travelers has encouraged many multinational brands to enter and seek to dominate the international tourist market. Brand extension (BE) has been used to introduce new product lines to an existing and/or new market. Previous research suggests that the success of BE is determined by the similarity between the parent brand and the expended product line(s) (i.e. fit). Such BE fit can be created taxonomically or thematically. While marketers are engaging in utilizing BE fit strategies to improve the adoption and purchase intentions of tourists/consumers towards BE product(s), there have also been many unsuccessful BE examples. The research finds initial evidence that tourists’ adoption of the BE product is determined by discovering their inspirations about the level of BE fit. That is, the BE fit needs to be able to appropriately trigger the tourists’ interest in the BE product lines in order to encourage their willingness to purchase/adopt the brand-extended product/service. Furthermore, this effect of BE fit on tourist (consumer) inspiration is moderated by an individual’s level of familiarity with the parent brand and their implicit beliefs. The findings suggest marketing literature and practitioners a new phenomenon and antecedent of BE on inspiration.
Yu-Lun Liu is an Assistant Professor of marketing at National Taipei University of Technology. He holds a PhD in Business and Management, and an MBA in Commerce Automation and Management. Yu-Lun obtained years of work experience in an IT company as a software engineer. He has a particular interest in information systems and technology management. He also has interest in online consumer psychology and consumer behavior.
Wesley Yuen is a lecturer in Marketing at Royal Holloway, University of London. Wesley obtained his fully-funded Economic and Social Research Council (ESRC) PhD in Marketing at the Alliance Manchester Business School. His main research areas are brand management, tourism marketing and consumer psychology (mainly in personality, cognition and emotion). Wesley has published in internationally-recognized journals, such as Journal of Business Research, International Journal of Contemporary Hospitality Management, Resources, Conservation & Recycling and Journal of Marketing Communications.
Dr. Wei-Lun Chang Position: Associate Professor, Department of Business Management, National Taipei University of Technology, Taiwan Topic: Exploring Service Journey by AI Chatbots for Customer Experience
Digital Technology and Application
The emergence of digital age brings AI robots (chatbots) for intelligent interaction and conversation. The functions of AI chatbots cover utilitarian to entertainment that may change physical or online shopping behavior. The COVID-19 pandemic fosters the usage of chatbots. However, the impact of AI chatbots as medium on customer experience and journey still lacks and needs further investigation. This research uses design science to create a customer service journey with three stages (recognition, consideration, and decision) to integrate chatbots to evaluate demands and behavior. The designed AI chatbot contains rule-based and case-based systems. The conversations will be analyzed by sentiment analysis to support information and emotional responses. We also investigate how to furnish appropriate service and guide customers from recognition to decision via interactive chatbot. We also aim to provide clues to help companies implement AI chatbots to create best interactive experience. The outcomes showed customer service journey not only enhance current services but explore unfulfilled customer needs. The results also revealed the direction of conversational intelligent chatbots and optimization of customer service journey.
Wei-Lun Chang, is an Associate Professor of the Department of Business Management in the National Taipei University of Technology. He completed his PhD at the Department of Management Information Systems at National Chengchi University. His research areas include social media, sentiment and technology in education. He has been published in international journals with various topics, such as Communications of the ACM, Journal of Information Science, Information Systems Frontiers, Internet Research, European Journal of Operational Research, Transportation Research Part E, Journal of Organizational and End User Computing, and Electronic Commerce Research and Applications.
Join the editors and contributors to this new book as they discuss challenges and future developments in researching digital work.
1 December 2021 16:00 – 18:00 GMT
Digital work is organizationally, interpretively, spatially and temporally complex. An array of innovative methodologies have begun to emerge to capture these activities, whether through re-purposing existing tools, devising entirely novel methods or mixing old and new. This new book, published by Oxford University Press, brings together some of these techniques in one volume as a sourcebook for management, business, organizational and work researchers pursuing projects in this field. This diverse collection of methods is illustrated through contributors’ reflexive accounts of real world research projects which outline debates in the field, confront the challenges such methods may raise and make recommendations for research practice. At the launch event, contributors will discuss the opportunities and challenges of researching digital work, address any queries from the audience and explore further methodological developments.