A chatbot’s design affects how customers perceive its competence and usefulness, both significant predictors of technology acceptance. The preferred design principles vary with the customer’s emotional state and personality, making it unrealistic to come up with a static design that serves everyone. …

In de afgelopen jaren hebben technologische ontwikkelingen de aard van dienstverlening ingrijpend veranderd (Huang & Rust, 2018). Technologie wordt steeds vaker ingezet om menselijke servicemedewerkers te vervangen of te ondersteunen (Larivière et al., 2017; Wirtz et al., 2018). Dit stelt dienstverleners …

Abusive online behaviors occur at a large scale on all social media, and have dire consequences for their victims. Although the problem is largely acknowledged, technological solutions remain limited to detecting and hiding abusive comments. More can be done to address abusers themselves. We propose …

Beyond the potential of new layers of urban infrastructure - sensor-laden networks, big data, artificial intelligence - to optimize cities functionally, lay promising opportunities to also use these technologies for new forms of social interactions. In an ongoing smart city development project, we explore …

Speech interactions are often associated with virtual assistants and smart home devices, designed primarily for private contexts. A less developed domain is speech interfaces in public contexts. In a smart city development project, we explored the potential of distributed conversational speech interfaces …