Chatbots are increasing in popularity, both as a valuable tool for commercial purposes but also as an area of academic research. It has been successfully applied in multiple application areas such as healthcare, education, customer service and work support. Despite the successful use and application of chatbots research has identified two main user experience challenges: technical- and hedonistic limitations. Users also have a hard time understanding what level of competence and functionality they can expect from a chatbot. To combat these challenges, further research is needed to understand the user adoption and perception of chatbots. This study aims to research both the experiences and usage of customer service chatbots but also explore what preferences customers have when it comes to interacting with customer service chatbots or human customer service representatives in e-commerce. The theoretical technology acceptance model called Unified Theory of Acceptance and Use of Technology (UTAUT) was applied for this study. A quantitative study comparing customer service chatbots versus human customer service representatives was performed by conducting a questionnaire. The results from the questionnaire indicated that the participants of the study in general rated human customer service representatives higher in most question categories. The results indicate that the participants would prefer to interact with human service representatives over customer service chatbots which indicates that there is still opposition and challenges surrounding the adoption of customer service chatbots in e-commerce.

Background: The incorporation of artificial intelligence (AI), particularly OpenAI's ChatGPT, in higher education, has sparked substantial discourse since its introduction. AI's transformative role in higher education is largely recognized. Despite its potential to revolutionize the pedagogical field, its application raises several concerns. This research seeks to shed light on the dynamics of ChatGPT use in higher education, contributing to the dialogue surrounding AI's educational implications. Purpose: The analysis of the factors influencing ChatGPTs’ adoption, perception, and its effect on learning experience to help the higher education sector deal with challenges and opportunities presented by the chatbot. Method: The study is conducted on a constructivist-interpretivist ground, employing a qualitative, observation-based, exploratory cross-sectional case study. Semi-structured interviews, based on the UTAUT 2 model, are used as the primary data collection method. Thematic analysis was used to analyze the data and create themes, which combined with an abductive approach helped derive broader meaning and implications. Conclusion: Through a trichotomous model, the researchers have identified the primary factors contributing to ChatGPT adoption, its´ role in the post-adoption period, students’ perspectives on the tool and its future integration, as well as what they perceive the role of the educators is in this evolved landscape, and identifying main psychosocial effects the AI tool has on its users. The results highlight the importance of informed decision making, taking a balanced approach to2assimilating ChatGPT into education, paying attention not only to technical benefits but also to impacts on the learner. Suggestions to extend the UTAUT2 model are made. Avenues for further research are opened by the limitations of this study, and by the interplay of the segments in the tri-part model.

I mars 2016 meddelade regeringen och Sveriges kommuner och regioner tillsammans att Sverige ska vara bäst på Ehälsa år 2025. Syftet är att ta tillvara på digitaliseringens möjligheter inom hälso- och sjukvård då Sveriges befolkning beskrivs vara ett av de mest digitalt mogna i världen. Detta i sig ska öka individens egen kontroll och delaktighet som ska leda till effektivitet, tillgänglighet och medbestämmande i svensk sjukvård. Studien ämnar att ta reda på vad seniorer upplever inom området delaktighet för att således öka kännedomen om hur Vision Ehälsa2025 utformas i enlighet med detta. Tre kvalitativa metoder har genomförts för studiens datainsamling. Fokusgrupp, semistrukturerade intervjuer och användarscenario. Respondenternas ålder har varit 65-75 år. Datainsamlingen från metoderna har analyserats med Unified Theory of Acceptance and Use of Technology, förkortat UTAUT. Urval av litteratur har undersökts med diverse databaser och andra söktjänster för att hitta relevanta vetenskapsartiklar. Databasen Scopus har använts och tidigare relevant kurslitteratur för att säkerställa att studiens syfte och frågeställning besvaras samt styrka datainsamlingen. Datainsamlingen har slutligen jämförts och diskuterats gentemot den insamlade litteraturen och därefter kopplats till studiens syfte och frågeställning. / In March 2016, the government and Sweden's municipalities and regions jointly announced that Sweden should be the best in health by 2025. The aim is to take advantage of the opportunities of digitization in healthcare as Sweden's population is described as one of the most digitally mature in the world. This in itself should increase the individual's own control and participation, which should lead to efficiency, accessibility and co-determination in Swedish healthcare. The study aims to find out what seniors experience in the area of participation in order to thus increase knowledge of how Vision Ehälsa2025 is designed in accordance with this. Three qualitative methods have been implemented for the study's data collection. Focus group, semi-structured interviews and user scenarios. The age of the respondents has been 65-75 years and one of the requirements has been that they reside in Sweden. The data collection from the methods has been analyzed with the Unified Theory of Acceptance and Use of Technology, abbreviated UTAUT. Selection of literature has been implemented to find relevant scientific articles, where the database Scopus has been used together with previous relevant course literature in order to ensure that the purpose and question of the study are answered and to strengthen the data collection. The data collection has then been compared and discussed against the collected literature. It has finally been linked to the purpose and question of the study.

Library management systems (LMS) are a big part of the workday for most librarians. Everything from acquisitions, managing e-resources and circulation work is done through these kinds of systems. Umeå university library implemented a new LMS called Alma back in 2018. They moved from a local system to a more complex and advanced cloud-based system. This study has examined how the system has been received through the lens of the Unified theory of acceptance and use of technology (UTAUT). A survey containing 23 Likert items were answered by librarians at Umeå university’s libraries. The items were grouped under four overhead categories collected from UTAUT: performance expectancy, effort expectancy, social influence and facilitating conditions. Afterwards an analysis was made that examined whether age, gender, experience with the system and most used task in Alma had any influence over certain categories. The study shows that age and gender did not influence performance expectancy, but the most common task did with circulation work as an outlier with more negative scoring. Gender did not influence effort expectancy either, but age did where younger people tended to score lower and the age group 42–49 handing out higher scores. The most used task also influenced this factor but experience with the system did not influence the factor in a major way. Facilitating conditions was influenced by age where the age group in the middle once again scored much higher than the youngest group. Experience with Alma also influenced this factor in the sense that less experienced workers scored lower. Most used task in Alma followed the same pattern as the other factors with circulation tasks scoring lower and administration tasks scoring higher. Social influence did not pass the Cronbach’s alpha that was set at 0.7 and showed overall internal low correlation, therefore it was not included in the analysis.

This research paper examines the innovation adoption of technology, specifically Artificial Intelligence (AI) implementations in hospitals by exploring the capabilities that enables AI innovations using the dynamic capabilities (sensing, seizing and reconfiguring) framework and clinicians’ intentions to use AI innovations for patient care by applying the technology adoption/acceptance framework Unified Theory of Acceptance and Use of Technology (UTAUT) utilizing qualitative case study analysis and quantitative survey methodology respectively. This multi-disciplinary research has considerable relevance to both healthcare business leaders and clinical practitioners by identifying the key factors that drives the decisions to adopt innovations to improve healthcare organizations' competitiveness to enhance patient care as well as to reduce overall healthcare costs. The main findings are: (1) On an organizational level, healthcare organizations with strong and versatile dynamic capabilities, who build on their existing knowledge and capabilities are better able to integrate the innovations into their internal operations and existing services. The identified barriers provide a clear sense of organizational barriers and resistance points for innovation adoption (2) On an individual level, the impact of quality of care and organization leadership support are the key factors that facilitates the adoption of innovation among the clinicians. (3) Current trends and key impact areas of AI technology in the healthcare industry are identified Key words: Innovation, Innovation Adoption, Dynamic Capabilities, Healthcare, Artificial Intelligence, AI, Technology, Strategic Management / Business Administration/Management Information Systems

As low-voter-turnout continues to be a concern for the political system in the U.S., the idea online voting platforms (OVPs), to reduce access and use barriers, has been debated. Lowlevel elections in several states across the country have experimented with OVPs through U.S.based internet voting organization, Everyone Counts. These experiments resulted in both the confirmation of perceived benefits and problems. Surveying 196 U.S. citizens through Survey Sampling International, this study garnered respondents' feelings toward several factors correlated with voter-turnout, and the likelihood of adopting OVPs. Using the Unified Theory of Acceptance and Technology Use Model to frame the analysis, the data were analyzed using ols regression. I predicted that citizens would perceive OVPs as an improvement to the current system, and consequently, voter-turnout would increase if OVPs were available, especially among younger citizens (ages 18-44). The analyses illustrated that OVPs would not have a large impact on voter-turnout, and for some would even discourage participation. Furthermore, it was older respondents (ages 44+) who had a stronger positive correlation between effort expectancy and feeling empowered. I conclude by suggesting that low-voter-turnout might be best combated through efforts to improve political efficacy, and that accessibility to poll booths only accounts some of the story. / Master of Science

Yes / Which antecedents affect the adoption by users is still often a puzzle for policy-makers. Antecedents examined in this research include technological artefacts from the Unified Theory of Acceptance and Use of Technology (UTAUT), consumer context from UTAUT2 and psychological behaviour concepts such as citizens' channel preference and product selection criteria. This research also investigated cultural domination on citizens' behavioural perception. The data for this study was collected among citizens from three countries: USA, Canada, and Bangladesh. The findings suggest that the UTAUT model could partially shape technology artefact behaviour and the extended UTAUT must consider specific determinants relevant to cognitive, affective, and conative or behavioural aspects of citizens. The model helps policy-makers to develop mobile healthcare service system that will be better accepted. The finding also suggests that this mobile service system should reflect a country's cultural traits. These findings basically extend the theoretical concept of UTAUT model to articulate adoption behaviour of any complex and sensitive ICT related issues like mobile healthcare system.

Yes / Based on a critical review of the Unified Theory of Acceptance and Use of Technology (UTAUT), this study first formalized an alternative theoretical model for explaining the acceptance and use of information system (IS) and information technology (IT) innovations. The revised theoretical model was then empirically examined using a combination of meta-analysis and structural equation modelling (MASEM) techniques. The meta-analysis was based on 1600 observations on 21 relationships coded from 162 prior studies on IS/IT acceptance and use. The SEM analysis showed that attitude: was central to behavioural intentions and usage behaviours, partially mediated the effects of exogenous constructs on behavioural intentions, and had a direct influence on usage behaviours. A number of implications for theory and practice are derived based on the findings.

Yes / Purpose – The purpose of this paper is to perform a systematic review of articles that have used the unified theory of acceptance and use of technology (UTAUT). Design/methodology/approach – The results produced in this research are based on the literature analysis of 174 existing articles on the UTAUT model. This has been performed by collecting data including demographic details, methodological details, limitations, and significance of relationships between the constructs from the available articles based on the UTAUT. Findings – The findings indicated that general purpose systems and specialized business systems were examined in the majority of the articles using the UTAUT. The analysis also indicated that crosssectional approach, survey methods, and structural equation modelling analysis techniques were the most explored research methodologies whereas SPSS was found to be the largely used analysis tools. Moreover, the weight analysis of independent variables indicates that variables such as performance expectancy and behavioural intention qualified for the best predictor category. Moreover, the analysis also suggested that single subject or biased sample as the most explored limitation across all studies. Research limitations/implications – The search activities were centered on occurrences of keywords to avoid tracing a large number of publications where these keywords might have been used as casual words in the main text. However, we acknowledge that there may be a number of studies, which lack keywords in the title, but still focus upon UTAUT in some form. Originality/value – This is the first research of its type which has extensively examined the literature on the UTAUT and provided the researchers with the accumulative knowledge about the model.

Yes / The extended unified theory of acceptance and use of technology (UTAUT2) is less than ten years old and has already garnered more than 6,000 citations with extensive usage in information systems and beyond. This research employed cited reference search to systematically review studies that cited UTAUT2 originating article. Based on UTAUT2 usage, the downloaded articles were classified into four categories such as: 1) General citation, 2) UTAUT2 application, 3) UTAUT2 integration, and 4) UTAUT2 extensions. Weber's (2012) theory evaluation framework revealed UTAUT2 as a robust theory on most dimensions except for parsimony arising from the complex model. UTAUT2 extensions emerged as popular UTAUT2 utilization category as researchers extended the model with context specific variables. Finally, UTAUT2 extensions were mapped to Johns' (2006) context dimensions to identify various limitations of the existing technology adoption research and to provide multi-level framework for future researchers with libraries of context dimensions.