Managers have begun to respond to customers' online reviews of services on online review websites. However, it is not known how viewers evaluate company-initiated service recovery in the form of manager responses to online reviews. This research has three objectives: (1) to explore how managers are currently responding to electronic word of mouth; (2) to investigate whether a manager's response to electronic negative word of mouth (eNWOM) positively influences viewers' behavioral intentions; (3) to examine which elements in a manager's responses increases viewers' evaluations of trust and behavioral intentions towards the company. Three studies were conducted, one for each objective. Study "1 examined 21,211 online reviews and manager responses from Tripadvisor.com from 184 hotels in five cities. Study "2 was a single-factor between-subject experimental design by manipulating a manager's response to eNWOM (response message vs. no response message) through scenarios. Study "3 was a 2 (procedural justice: high vs. low) x 2 (interactional justice: high vs. low) x 2 (social presence: high vs. low) between-subject experimental design that manipulated manager's responses through scenarios. Findings from Study "1 revealed that managers were more likely to respond to eNWOM compared to neutral word of mouth. A content analysis of 432 company responses to eNWOM determined that managers used nine online review management strategies: appreciation, apology, future patronage encouragement, explanation, follow up, flexibility, correction, compensation, and social presence. Results from Study "2 indicated that viewers were more likely to visit a restaurant when a manager responded to eNWOM compared to no response to eNWOM. Results from Study "3 revealed a three-way interaction of procedural justice, interactional justice, and social presence on trust. There were also main effects of procedural justice and interactional justice on trust. Additionally, results provided partial support for the mediating role of trust in the relationship between the three-way interaction and behavioral intentions. This study contributes to the online service recovery literature and online trust formation literature by enhancing the understanding of how viewers evaluate manager responses to eNWOM and how social presence can be used with procedural justice and interactional justice to enhance trust in the online review management context. Service organizations should create a comprehensive online review system to respond to eNWOM and identify ways to enhance procedural justice, interactional justice, and social presence into their responses. Online review websites should encourage companies to provide managerial response to online complaints and allow for social presence and enhanced creative options in manager responses.

The purpose of this study was to determine if the Technology Acceptance Model (TAM) could explain the relationship between teacher's acceptance of an online teacher professional development course and their continuance intentions regarding online teacher professional development (oTPD). This study focused on the perceptions of the teachers as opposed to the design or implementation of oTPD. The participants (N=517) were mostly teachers (88.8%) enrolled in a statewide online course to provide classroom teachers with the latest knowledge of research-based instructional reading strategies. The course was offered over a 10-14 week period during the Spring 2006 semester through a public state university. Structural equation modeling was used to create a path analytic model extending the TAM to include two additional constructs: sociability and social presence. In addition, gains in instructional reading strategies knowledge (performance) were examined. Using this expanded version of the TAM, the study examined the causal relationships between sociability, social presence, perceived usefulness, perceived ease of use, continuance intention, and gains. Online distance education research has indicated that social presence can influence post-secondary students' attitude and persistence within a web-based course. However a paucity of research exists on how technology acceptance and social presence impacts teachers within an online teacher professional development setting. Path analysis, univariate analysis of variance, and independent t-tests in SPSS v12.0 for Windows were used to analyze the data. The results suggest that the hypothesized extended model was a good fit. The model did indicate that both perceived ease of use and perceived usefulness were determinants of teachers' intent to continue using oTPD for future professional development needs.

The purpose of this research study was to use the Technology Acceptance Model (Pan, 2003) for re-examination of the relationships between students' attitude toward the use of WebCT and the relevance of the actual usage in light of social presence and sociability. By using Technology Acceptance Model (TAM) developed by F. Davis (1989), this study focused on variables such as perceived usefulness, perceived ease of use, computer self-efficacy, subjective norms, attitude and actual use of WebCT to account for the effect towards the achievement in the exam which is an outcome variable. The data were collected over three different time periods during the spring semester of 2007 to find how these results changed over time. The participants were the students who enrolled in the business marketing course (Principle of marketing) at the University of Central Florida in spring, 2007. The course was divided to three sections: on-campus, video-streaming and online classes. Although there were three different delivery methods, there was only one instructor and they used same material for all sections so the results were used to compare the differences from three classes. The study was conducted by using instruments to measure perceived usefulness, perceived ease of use, computer self-efficacy, subjective norms, actual use, attitude, sociability, social presence and an additional demographic instrument.

The advancement of artificial intelligence and its diverse applications have attracted great interests from several research scholars examining communication between humans and chatbots. Many have explained the motivations of chatbot use, however, less emphasis has been given to myriad customer experiential needs for the interaction with this AI-powered technology. Therefore, in the light of U&G theory, this thesis presents a conceptual framework for customer experience as the needs for chatbot use. SOR model was also adopted to establish the links among customer experience as organisms (utilitarian – perceived informativeness and credibility; hedonic – perceived transparency, enjoyment and engagement; anthropomorphism – mindful and mindless anthropomorphism; and social presence), their primary stimuli (functionality, communication style similarity and aesthetics) and responses (customer satisfaction and reuse intention). 417 convenient samples were collected from the UK where chatbots are widely used. Results from SEM revealed that perceived credibility, informativeness, enjoyment, functionality and communication style similarity hold the keys for customer satisfaction, while effects of anthropomorphism and social presence are not significant in this research setting. This study has enriched U&G theory by addressing customer experience as ones’ motivations to use chatbots. Also, it has presented a fresh understanding of customer experience in chatbot context by considering utilitarian, hedonic, anthropomorphism and social presence as dimensions of customer experience rather than merely measuring how customers think, feel, sense, act and relate. In addition, practical implications and direction for future research are discussed.

Studien har funnit flera faktorer som påverkar deltagarnas upplevda möteseffektivitet i hybridmöte. Dessa inkluderar rätt utrustning, vara i en störningsfri miljö, ha en agenda, tydligt mötesmål, spelregler, feedback samt möjlighet till socialisering före och efter mötet. Andra viktiga faktorer är att vara punktlig, hålla mötet kort samt skicka sammanfattning efter mötet. Mötesstorlek och vilka som bjuds in, närvaron av mötesledare och aktivt deltagande från alla deltagare kan öka den upplevda möteseffektiviteten. En central faktor som påverkar alla andra faktorer är teknisk kompetens. / The study has identified several factors that affect participants'perceived meeting effectiveness in hybrid meetings. These include having the right equipment, being in a disturbing-free environment, having an agenda, clear meeting goals, rules, feedback and opportunities for socializing before and after the meeting. Other important factors are punctuality, keeping the meeting length short, and sending a summary after the meeting.Meeting size, relevant attendees, the presence of a chairperson and active participation from all attendees can enhance the perceived meeting effectiveness. A central factor that influences all other factors is digital literacy.

Loneliness among older adults is a problem with severe consequences to individual health, quality of life, cognitive capacity, and life-expectancy. Although approaches towards improving the quality and quantity of social relationships are the prevailing model of therapy, older adults may not always be able to form these relationships due to either personality factors, decreased mobility, or isolation. Intelligent personal assistants (IPAs), virtual agents, and social robotics offer an opportunity for the development of technology that could potentially serve as social companions to older adults. The present study explored whether an IPA could potentially be used as a social companion to older adults feeling lonely. Additionally, the research explored whether the device has the potential to generate social presence among both young and older adults. Results indicate that while the devices do show some social presence, participants rate the device low on some components of social presence, such as emotional contagion. This adversely affects the possibility of a social relationship between an older adult and the device. Analysis reveals ways to improve social presence in these devices.

No description available.

No description available.

No description available.

No description available.