Details
| Original language | English |
|---|---|
| Title of host publication | AMCIS 2019 Proceedings. 18. |
| Subtitle of host publication | ADOPTION AND DIFFUSION OF INFORMATION TECHNOLOGY (SIGADIT) |
| Publication status | Published - 2019 |
| Event | 25th Americas Conference on Information Systems, AMCIS 2019 - Cancun, Mexico Duration: 15 Aug 2019 → 17 Aug 2019 |
Abstract
In recent years, gradual improvements in information, computing, communication and connectivity technologies have enabled new technical possibilities for the adoption of Chatbots across diverse sectors. In the case of the insurance sector, the implementation of service innovations based on Chatbot technology can contribute, among other benefits, to improve the efficiency across the insurance value chain, reduce costs and generate customer loyalty and trust (Barrett et al., 2015; Ross et al., 2016). However, despite the advantages, the adoption success of Chatbot Technology depends on the understanding of the ambivalent perceptions, attitudes, and beliefs of the main social actors (i.e. practitioners and potential users) towards the customer interface. Using a mixed methods design based on an interpretive paradigm and within the frameworks of acceptance and diffusion research, we identified the “relative advantages” and “IS infrastructure” as the most critical ambivalent socio-technical factors for the adoption and diffusion of Chatbot technology in Germany.
Keywords
- Acceptance and diffusion research, Ambivalent IT, Environment (TOE) model, Organization, Technology
ASJC Scopus subject areas
- Computer Science(all)
- Information Systems
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AMCIS 2019 Proceedings. 18. : ADOPTION AND DIFFUSION OF INFORMATION TECHNOLOGY (SIGADIT). 2019.
Research output: Chapter in book/report/conference proceeding › Conference contribution › Research › peer review
}
TY - GEN
T1 - A mixed methods analysis of the adoption and diffusion of chatbot technology in the German insurance sector
AU - Cardona, Davinia Rodríguez
AU - Schönborn, Svenja
AU - Werth, Oliver
AU - Breitner, Michael H.
N1 - Publisher Copyright: © 2019 Association for Information Systems. All rights reserved. Copyright: Copyright 2020 Elsevier B.V., All rights reserved.
PY - 2019
Y1 - 2019
N2 - In recent years, gradual improvements in information, computing, communication and connectivity technologies have enabled new technical possibilities for the adoption of Chatbots across diverse sectors. In the case of the insurance sector, the implementation of service innovations based on Chatbot technology can contribute, among other benefits, to improve the efficiency across the insurance value chain, reduce costs and generate customer loyalty and trust (Barrett et al., 2015; Ross et al., 2016). However, despite the advantages, the adoption success of Chatbot Technology depends on the understanding of the ambivalent perceptions, attitudes, and beliefs of the main social actors (i.e. practitioners and potential users) towards the customer interface. Using a mixed methods design based on an interpretive paradigm and within the frameworks of acceptance and diffusion research, we identified the “relative advantages” and “IS infrastructure” as the most critical ambivalent socio-technical factors for the adoption and diffusion of Chatbot technology in Germany.
AB - In recent years, gradual improvements in information, computing, communication and connectivity technologies have enabled new technical possibilities for the adoption of Chatbots across diverse sectors. In the case of the insurance sector, the implementation of service innovations based on Chatbot technology can contribute, among other benefits, to improve the efficiency across the insurance value chain, reduce costs and generate customer loyalty and trust (Barrett et al., 2015; Ross et al., 2016). However, despite the advantages, the adoption success of Chatbot Technology depends on the understanding of the ambivalent perceptions, attitudes, and beliefs of the main social actors (i.e. practitioners and potential users) towards the customer interface. Using a mixed methods design based on an interpretive paradigm and within the frameworks of acceptance and diffusion research, we identified the “relative advantages” and “IS infrastructure” as the most critical ambivalent socio-technical factors for the adoption and diffusion of Chatbot technology in Germany.
KW - Acceptance and diffusion research
KW - Ambivalent IT
KW - Environment (TOE) model
KW - Organization
KW - Technology
UR - http://www.scopus.com/inward/record.url?scp=85084023187&partnerID=8YFLogxK
M3 - Conference contribution
SN - 978-0-9966831-8-0
BT - AMCIS 2019 Proceedings. 18.
T2 - 25th Americas Conference on Information Systems, AMCIS 2019
Y2 - 15 August 2019 through 17 August 2019
ER -