I,Chatbot: Modeling the determinants of users’ satisfaction and continuance intention of AI-powered service agents

Chatbots are mainly text-based conversational agents that simulate conversations with users. This study aims to investigate drivers of users’ satisfaction and continuance intention toward chatbot-based customer service. We propose an analytical framework combining the expectation-confirmation model (ECM), information system success (ISS) model, TAM, and the need for interaction with a service employee (NFI-SE). Analysis of data collected from 370 actual chatbot users reveals that information quality (IQ) and service quality (SQ) positively influence consumers’ satisfaction, and that perceived enjoyment (PE), perceived usefulness (PU), and perceived ease of use (PEOU) are significant predictors of continuance intention (CI). The need for interaction with an employee moderates the effects of PEOU and PU on satisfaction. The findings also revealed that satisfaction with chatbot e-service is a strong determinant and predictor of users’ CI toward chatbots. Thus, chatbots should enhance their information and service quality to increase users’ satisfaction. The findings imply that digital technologies services, such as chatbots, could be combined with human service employees to satisfy digital users.     

基于KANO模型的旅行社顾客满意要素实证研究

基于KANO模型对影响旅行社顾客满意的要素进行分析,并利用南京和开封的调研数据,对满意要素进行了分类。研究结果表明：导游服务和游览活动是提升顾客满意的关键要素,服务诚信和办事效率是消除顾客不满的关键要素。最后,针对研究结论提出相关建议,为改善旅行社服务品质提供决策上的依据。     

Using Constraint Satisfaction Problem approach to solve human resource allocation problems in cooperative health services

In developing countries, the increasing utilization of health services, due to a great life expectancy, is followed by a reduction in incomes from the public health system and from private insurance companies, to the payment of medical procedures. Beyond this scenery, it is mandatory an effective hospital cost control though the utilization of planning tools.This work is intended to contribute to the reduction of hospital costs, proposing a new tool for planning human resources utilization in hospital plants. Specifically, it is proposed a new tool for human resources allocation in health units. The solution to the allocation problem uses the CSP technique (Constraint Satisfaction Problem) associated with the backtracking search algorithm. With the objective of enhancing the backtracking search algorithm performance a new heuristics is proposed. Through some simulations the performance of the proposed heuristics is compared to the other heuristics previously published in literature: remaining minimum values, forward checking and grade heuristics.Another important contribution of this work is the mathematical modeling of the constraints, that could be unary, multiple, numeric and implicit constraints. In the results it is presented a case study of a human resource allocation in a cooperative health service.Based on the results, it is proposed that for a real allocation problems solution, the best approach is to combine the remaining minimum values heuristics with the grade heuristics, to select the best unit allocation to be filled, and then use the proposed heuristic to select the best physician to the chosen unit allocation. This association shows a satisfactory result for the human resource allocation problem of the case study, with an algorithm convergence time of 46.7 min with no backtracks. The same problem when manually resolved took about more than 50 h.     

Keep them coming back: The role of variety and aesthetics in institutional food satisfaction

Institutional food service settings can deliver higher levels of support for healthy eating; yet institutional food outlets are not a customer favorite. Changing food service provisioning within institutional settings is likely to create expectations for a more enjoyable experience and improve diner satisfaction, which in turn can foster increases in attendance. This study modified the food servicescape in a military dining setting, by changing the physical setting (or servicescape), variety and presentation of foods, and examined the impact of changes on customer satisfaction. Using a cross-sectional pretest/posttest survey design with (n = 421) diners, followed by modelling with PLS-SEM, a strong relationship was found between food variety and satisfaction; and a moderate relationship between facility aesthetics and satisfaction. These predictors explained 58% of variance in satisfaction. This study shows how diner satisfaction can be improved in institutional food service outlets; providing a demonstration of the impact of food servicescape changes in a real-world institutional food setting.     

超越顾客满意打造顾客忠诚

利用美国营销专家James Heskett等人的服务利润链理论分析了顾客满意与顾客忠诚的相关关系,阐述了顾客忠诚对企业的营销价值,探讨了企业如何培育顾客忠诚的问题.     

体验设计在产品设计中的应用

通过讨论设计在产品发展中的作用、后现代消费者购买行为的变化以及从设计提高产品竞争力的角度,阐述了体验设计的概念以及它在产品设计中的重要意义,同时介绍了比较常用的体验设计方法.     

考虑用户满意度的需求侧管理价格决策模型

开放需求侧,引入需求侧的价格弹性,利用价格手段实现负荷调控,是电力市场发展的必由之路.作者在用电价格弹性的基础上,分析了不同类别负荷对电价变化的不同响应,建立了统一的用户反应度模型,从而客观地描述各时段负荷大小与整个计算周期内各时段电价之间的关系;通过对用户电力消费行为的分析,提出了一种用户满意度的量化方法;基于上述结果,建立了考虑用户满意度的DSM价格决策模型.文中通过一个具体算例,探讨了市场环境下利用价格手段进行负荷控制的可能性.     

电信运营商客户满意度提升策略研究与实践

随着移动互联网的飞速发展给全球电信行业注入了新的活力,同时也带来了新的挑战客户满意度程度直接决定电信运营商未来发展趋势。文章基于实践经验,对电信运营商客户满意度提升策略进行了研究,并取得了良好的效果。     

Are team personality and climate related to satisfaction and software quality? Aggregating results from a twice replicated experiment

ContextResearch into software engineering teams focuses on human and social team factors. Social psychology deals with the study of team formation and has found that personality factors and group processes such as team climate are related to team effectiveness. However, there are only a handful of empirical studies dealing with personality and team climate and their relationship to software development team effectiveness.ObjectiveWe present aggregate results of a twice replicated quasi-experiment that evaluates the relationships between personality, team climate, product quality and satisfaction in software development teams.MethodOur experimental study measures the personalities of team members based on the Big Five personality traits (openness, conscientiousness, extraversion, agreeableness, neuroticism) and team climate factors (participative safety, support for innovation, team vision and task orientation) preferences and perceptions. We aggregate the results of the three studies through a meta-analysis of correlations. The study was conducted with students.ResultsThe aggregation of results from the baseline experiment and two replications corroborates the following findings. There is a positive relationship between all four climate factors and satisfaction in software development teams. Teams whose members score highest for the agreeableness personality factor have the highest satisfaction levels. The results unveil a significant positive correlation between the extraversion personality factor and software product quality. High participative safety and task orientation climate perceptions are significantly related to quality.ConclusionsFirst, more efficient software development teams can be formed heeding personality factors like agreeableness and extraversion. Second, the team climate generated in software development teams should be monitored for team member satisfaction. Finally, aspects like people feeling safe giving their opinions or encouraging team members to work hard at their job can have an impact on software quality. Software project managers can take advantage of these factors to promote developer satisfaction and improve the resulting product.     

Effects of captions and time-compressed video on learner performance and satisfaction

Digital video is becoming increasingly popular in higher education with faculty digitally recording and broadcasting lectures for students to learn-on-demand, such as iTunes University or YouTube. Students have discovered accelerated playback features in popular computer software and use it to reduce the amount of time watching video-enhanced instruction. In the current study, 147 undergraduate students were randomly assigned to one of six video treatments based on a 3 Video Speed (1.0 = Normal vs. 1.25 = Fast vs. 1.50 = Very Fast) × 2 Captions (Captions Present vs. Captions Absent) × 2 Trial (Trial 1 vs. Trial 2) design. Results show no significant difference on learner performance across treatments based on Video Speed. Captions were found to have a significant negative effect on learner performance. A significant difference was found on learner satisfaction in favor of a normal Video Speed. The findings suggest that learners might be able to accelerate Video Speeds up to 1.5 times the normal speed, but are generally less satisfied with the learning experience.