Today’s economy is characterized by accelerated technological change which increases the automation of processes in companies. At the same time customers increasingly expect easy and quick customer service at all times. Chatbots are one technology that can help to fulfill these needs by using process automation and thus can create a competitive advantage. While chatbots have a huge potential, an important question, which needs to be addressed in this context is in which situations chatbots can be used most effectively. This study takes up this question and indicates in which contact processes chatbots are useful from a customer’s point of view. Read the full research paper here.
Digitalization changes consumer markets rapidly. There is an increasing focus on technological innovations as well as concepts that improve daily routines and offer support for self-determined living. Various technology companies have recognized this need and developed different types of hard- and software products, so-called Smart Home (SH) technology. In Germany, the SH technology market is still in its infancy. To increase market success, there is a need to understand which factors influence the acceptance of those products. In this study, the acceptance of different SH concepts was examined, using the framework of the Unified Theory of Acceptance and Use of Technology (UTAUT). Read the full article here.