This research aims to develop and test a conceptual model to examine customer citizenship behaviour towards generative AI-enabled chatbots. This study also examines the crucial role of customer-generative AI experiences in enhancing trust. This study also examines the moderating role of customer fatigue. The study utilized a self-administered questionnaire distributed on Prolific Academic to gather data from 282 eligible participants worldwide. The findings reveal that data capture experience and anthropomorphic experience are positively associated with trust. Moreover, the findings show that trust is significantly associated with customer citizenship behaviour. Also, customer fatigue was found to be a significant moderator. This study enriches the generative AI and phygital consumer literature. Further, this study contributes to the customer experience literature as this study investigates how user citizenship intentions towards generative AI-enabled chatbots are influenced by their customer experiences.

Virtual worlds are progressing toward a holistic abstraction of the metaverse. While there is abundant literature and synthesis on virtual worlds and related constructs, the linkages between above scholarly work and the “metaverse” are scarce. This research study addresses this gap by focusing on three specific research pursuits: a comprehensive definition of the metaverse that subsumes virtual world literature and looks at the metaverse as a sociotechnical stack, exploring the design elements of the metaverse, and a synthesis of future research direction associated with metaverse. For achieving the above goals, a hybrid research methodology comprising bibliometric analysis and a rigorous qualitative analysis of case studies across four major metaverse players with varied end goals was employed. The interpretive qualitative analysis was further distilled by mapping the emergent themes to the theoretical lens of affordances. This work presents a novel framework of metaverse design, establishing theoretical linkages between the sociotechnical fabric and applications of the metaverse.

This article explores the usage of decentralised identity (DID) management using blockchain in global organisations to support secure usage of information resources. Blockchain as technology was initially introduced as a cryptocurrency and there have been challenges in its adoption for enterprise applications such as identity management. DID is emerging as one of the strong blockchain adoption use cases. Industry pioneers and users across domains have started exploring DID use cases, which help better protect their personal data and application access control as compared to traditional, central, or federated identity management models. In this exploratory work, the authors employ qualitative secondary case-based study research methodology to understand the challenges of the current digital identity management landscape and explore the possible benefits of DID as an emerging identity management paradigm. They propose a conceptual cube framework for analysing and studying various DID platforms thereby contributing to both the theory and practice of digitally secure identity.