INTRUSIVE SMART HOME ASSISTANTS: AN EXPLORATORY STUDY AND SCALE DEVELOPMENT

2023 | European Conference On Information Systems | Citations: 0

Authors: Raff, Stefan; Wentzel, Daniel

Abstract: Despite having many useful capabilities, more recently smart home assistants (S ... Expand

Abstract: Despite having many useful capabilities, more recently smart home assistants (SHAs) have also raised negative feelings and doubts which may cause resistance among potential users. However, current research has neither examined SHAs from the perspective of resistance nor its specific drivers (inhibitors). We address this gap and adopt a mixed-method research design with two studies that build on each other. Study 1 (N=10) elicits the belief structures underlying resistance to SHAs. Study 2 (N=276) builds on these findings and delves deeper into the understanding of one novel identified inhibitor, namely "perceived intrusion", by taking initial strides towards creating a measurement instrument. Our results contribute to the previously under-researched "dark side" of smart consumer IT by examining the phenomenon of resistance. This way, we hope to inspire future research to expand on our findings, as well as apply our measurement instrument in other smart product contexts. Collapse

Topics: smart device privacy Amazon Echo mobile system knowledge creation

Methods: qualitative interview survey survey design mixed method personal interview

Your reviews or mine? Exploring the determinants of “perceived helpfulness” of online reviews: a cross-cultural study

2022 | Electronic Markets | Citations: 0

Authors: Biswas, Baidyanath; Sengupta, Pooja; Ganguly, Boudhayan

Abstract: E-commerce platforms allow customers to post online reviews about their products ... Expand

Abstract: E-commerce platforms allow customers to post online reviews about their products, but many of these reviews remain non-voted by existing customers. Current literature on the perceived helpfulness of online reviews has overlooked the effect of these non-voted reviews. Additionally, current studies lack the cross-cultural perspective to help analyze the influence of cultural factors during an analysis of online reviews in an e-commerce platform. This study proposes a novel cross-cultural framework using online consumer reviews from a global e-commerce retailer to investigate these shortcomings. Our study has twofold contributions: firstly, we identified the significant predictors (such as review-title, review sentiments, star rating, social context, and temporal features) of the count of helpful votes received by online reviews – both voted and non-voted. Secondly, we identified a strong moderating effect of national culture on these predictors during the perception and evaluation of global consumers’ reviews. We also performed a quantile regression across the entire distribution of the count of helpful votes. Findings from our study will guide reviewers who publish helpful and comprehensive reviews. Additionally, customers and sellers from global e-commerce firms will learn to account for cross-cultural differences on the provided features to prevent the distortion of the information content of online reviews. Collapse

Topics: electronic commerce social presence cross cultural research national culture hard disk drive

Methods: Poisson regression natural language processing sentiment analysis data modeling theoretical contribution

Theories: self efficacy theory social presence theory theory of reasoned action behavioral theory

Can Humanizing Voice Assistants Unleash the Potential of Voice Commerce?

2022 | International Conference on Information Systems | Citations: 3

Authors: Reinkemeier, Fabian; Gnewuch, Ulrich; Toporowski, Waldemar

Abstract: Voice commerce allows customers to carry out sales dialogues with voice assista ... Expand

Abstract: Voice commerce allows customers to carry out sales dialogues with voice assistants (VAs) through natural spoken language. However, its adoption remains limited. To help determine how to overcome existing barriers to adoption, we conducted a series of three empirical pre-studies and a laboratory experiment (N = 323) investigating the role of VAs' humanness in interactions with customers; research has reached no consensus on this matter. Our results reveal that humanizing VAs increases customers' perceptions of social presence and parasocial interaction, thereby enhancing perceived relationship quality and ultimately leading to increased intentions to shop using the VA. Although, we also find a negative direct effect of humanization on parasocial interaction, it is offset by the larger positive indirect effect via social presence. This may provide one explanation for the inconsistencies in the literature. For practitioners, our findings highlight the importance of careful design in humanizing VAs to increase voice commerce adoption. Collapse

Topics: social presence usage intention smart speaker conversational agent knowledge base

Methods: experiment laboratory experiment survey mediation analysis structural equation modeling

Theories: social response theory

Do Sequels Outperform or Disappoint? Insights from an Analysis of Amazon Echo Consumer Reviews

2022 | HICSS | Citations: 0

Authors: Shim, Kyong Jin; Lo, Siaw Ling; Liew, Su Yee

Abstract: Rapid technological advances in recent years drastically transformed our world. ... Expand

Abstract: Rapid technological advances in recent years drastically transformed our world. Amidst modern technological inventions such as smart phones, smart watches and smart home devices, consumers of electronic digital devices experience greatly improved automation, productivity, and efficiency in conducting routine daily tasks, information searching, shopping as well as finding entertainment. In the last few years, the global smart speaker market has undergone significant growth. As technology continues to advance and smart speakers are equipped with innovative features, the adoption of smart speakers will increase and so will consumer expectations. This research paper presents an aspect-specific sentiment analysis of consumer reviews of the first three generations of Amazon Echo. Our study demonstrates a novel cross-generation visualization of directional changes in consumer sentiment using the Bollinger Bands and volume charts. Collapse

Topics: Amazon Echo smart speaker application programming interface Google+ mobile application

Methods: sentiment analysis BERT topic model RoBERTa computational algorithm

IoT-commerce - opportunities for customers through an affordance lens

2021 | Electronic Markets | Citations: 0

Authors: Bayer, Sarah; Gimpel, Henner; Rau, Daniel

Abstract: Retail commerce is influenced by digital technologies at large scale. After elec ... Expand

Abstract: Retail commerce is influenced by digital technologies at large scale. After electronic commerce and its evolution into mobile commerce, we now see that the Internet of Things (IoT), one of the most disruptive developments in recent times, is about to radically transform retail commerce from need recognition to post-purchase engagement and service. Extant literature mainly investigates technical features of IoT, missing out on a customer-centric perspective. Theoretically founded in Activity and Affordance Theories, this paper conceptualizes IoT-commerce, identifies opportunities for customers, and links them to the customer buying process. Based on an extensive literature review, twelve affordances are derived and evaluated with a sample of real-world IoT devices. All affordances offered by electronic and mobile commerce are still valid for IoT-commerce but extended by three affordances unique to IoT-commerce: context-aware services, natural interactions, and automated customer processes. Affecting all steps of the customer buying process, IoT-commerce is worth to be understood by researchers, customers, and companies. Collapse

Topics: internet of things mobile system electronic commerce affordance mobile business

Methods: theory development literature study theoretical contribution literature sample

Theories: theory of affordance activity theory

Smart Home Speakers and Family Information Disclosure Decisions

2021 | Americas Conference on Information Systems | Citations: 0

Authors: Belanger, France; Resor, Jessica; Crossler, Robert; Finch, Travis; Allen, Katherine

Abstract: Smart Home Speakers (SHSs) are becoming a part of family lives. Parents use the ... Expand

Abstract: Smart Home Speakers (SHSs) are becoming a part of family lives. Parents use them to engage children and to simplify their own everyday demanding schedules. For SHSs to provide the intended benefits, data are collected and can be shared with the device's provider. Families, thus, must make decisions about the device's privacy settings and usage in the home, and these information disclosure decisions affect the whole family. Drawing on multilevel information privacy and family technology usage research, this study seeks to understand how family members reconcile their individual information privacy views over time when using a shared technology. We conducted a longitudinal grounded theory study with 12 families consisting of three sets of interviews. We developed a model of how families decide about usage of and disclosure of information to shared technologies like a SHS, which can guide future research on information disclosure decisions for shared technologies in collective units. Collapse

Topics: privacy information privacy concern data breach Amazon Echo information system use

Methods: qualitative interview grounded theory qualitative coding longitudinal research survey

Practical Challenges of Virtual Assistants and Voice Interfaces in Industrial Applications

2021 | HICSS | Citations: 1

Authors: Gärtler, Marco; Schmidt, Benedikt

Abstract: Virtual assistant systems promise ubiquitous and straightforward access to infor ... Expand

Abstract: Virtual assistant systems promise ubiquitous and straightforward access to information, applications, and physical appliances. Their foundation on intent-oriented queries and support of natural language makes them an ideal tool for human-centric applications. The general approach to build such systems and the main building blocks are well-understood and offered as off-the-shelf components. While there are prominent examples in the service sector, other sectors such as the manufacturing and process industries have nothing comparable. We investigate the practical challenges of building a virtual assistant using a representative and simplified case from of knowledge retrieval domain. A qualitative study reveals two significant obstacles: Firstly, while systems can be tuned to tackle the most relevant types of question tasks, user acceptance is lower than for comparable GUI-based systems and, secondly, a disproportional amount of effort to get all details and having a robust system. Overall, implementing a virtual assistant for an industrial application is technically feasible yet requires significant effort and understanding of the target audience. Collapse

Topics: usability perceived usefulness user acceptance Google+ technology adoption

Methods: design artifact field study qualitative interview grounded theory personal interview

Theories: technology acceptance model

Value Co-Creation in Smart Services: A Functional Affordances Perspective on Smart Personal Assistants

2021 | Journal of the Association for Information Systems | Citations: 0

Authors: Knote, Robin; Janson, Andreas; Söllner, Matthias; Leimeister, Jan Marco

Abstract: In the realm of smart services, smart personal assistants (SPAs) have become a ... Expand

Abstract: In the realm of smart services, smart personal assistants (SPAs) have become a popular medium for value co-creation between service providers and users. The market success of SPAs is largely based on their innovative material properties, such as natural language user interfaces, machine learningpowered request handling and service provision, and anthropomorphism. In different combinations, these properties offer users entirely new ways to intuitively and interactively achieve their goals and thus co-create value with service providers. But how does the nature of the SPA shape value cocreation processes? In this paper, we look through a functional affordances lens to theorize about the effects of different types of SPAs (i.e., with different combinations of material properties) on users' value co-creation processes. Specifically, we collected SPAs from research and practice by reviewing scientific literature and web resources, developed a taxonomy of SPAs' material properties, and performed a cluster analysis to group SPAs of a similar nature. We then derived 2 general and 11 cluster-specific propositions on how different material properties of SPAs can yield different affordances for value co-creation. With our work, we point out that smart services require researchers and practitioners to fundamentally rethink value co-creation as well as revise affordances theory to address the dynamic nature of smart technology as a service counterpart. Collapse

Topics: participatory design affordance usability data breach database system

Methods: design methodology cluster analysis theory development qualitative interview literature study

Theories: theory of affordance

Technology as Actors in Service Systems

2021 | HICSS | Citations: 0

Authors: Siddike, Md Abul Kalam; Hidaka, Kazuyoshi; Kohda, Youji

Abstract: Service systems are defined as dynamic configurations of resources (people, org ... Expand

Abstract: Service systems are defined as dynamic configurations of resources (people, organizations, technology and shared information), interconnected internally and externally by value propositions with other service systems. Resources are constantly 2. Literature Review 2.1. Roles of Technologies in Service Systems 2.1.1. Service systems. Service system is one of the fundamental abstractions of service science, along with the concepts of value and value co-creation [21] [48-49]. A service system is a dynamic configuration of people, technologies, organizations and shared information interconnect by value propositions to other service system entities, that interact over time for co-creation of value [53-54]. Service system entities interact via value proposition to co-create value for both interacting entities [22] [48] [52]. The function of a service system is to make use of its own resources and the resources of others to improve its circumstances and that of others. On the contrary, service ecosystem is one of the core Collapse

Topics: artificial intelligence Apple Siri innovation management systems development Google+

Methods: qualitative interview personal interview literature study grounded theory

Theories: service-dominant logic

The Role of Utilitarian vs. Hedonic Factors for the Adoption of AI-based Smart Speakers

2021 | Americas Conference on Information Systems | Citations: 0

Authors: Zimmermann, Sina; Wagner, Heinz-Theo; Rössler, Philipp; Gewald, Heiko; Krcmar, Helmut

Abstract: Smart speakers like Amazon Echo, Google Home, and Apple Home Pod are designed t ... Expand

Abstract: Smart speakers like Amazon Echo, Google Home, and Apple Home Pod are designed to facilitate the everyday lives of their owners and constantly gaining importance. However, to date, little is known how the service promises of smart speakers, e.g., pleasure-oriented services versus productivity-oriented services, affect individuals' acceptance and use of smart speakers. To shed light on this issue, we conducted a qualitative study, including a trial phase, with Amazon's Echo Dot. We provide a model of enablers and inhibitors for the acceptance of smart speakers. Our results reveal that the identified constructs can be combined into eight factors, which are directly influencing the intention to use smart speakers. Among those are perceived usefulness and perceived enjoyment which differentially affect the intention to use smart speakers. Our results provide implications for both practitioners and researchers and are intended as starting point for future research on the acceptance of smart speakers. Collapse

Topics: smart speaker perceived ease of use usage intention perceived usefulness social influence

Methods: qualitative interview experiment literature study survey qualitative content analysis

Theories: technology acceptance model unified theory of acceptance and use of technology