Artificial intelligence (AI) is revolutionizing the way customers interact with organizations and companies. There is a lack of research into AI-enabled customer experiences. Hence, this study aims to use the relevant literature to propose a conceptual framework for how the integration of AI in customer service can lead to an improved AI-enabled customer experience. Five propositions drawn from the reviewed literature present the main factors needed to ensure end users' acceptance of AI customer service in the United Arab Emirates (UAE). Our theoretical model extends the trust-commitment theory and service quality model, and incorporates perceived problem-solving ability, to address these factors and thereby guide the successful implementation of AI based customer service projects. The paper will help in understanding the key issues surrounding AI customer service applications that may support successful operations.

Capturing learners' attention in the classroom has become challenging. Learners have different learning styles influencing their attitude towards learning processes and contents. Serious Games (SG) are rich and promising learning tools that have been introduced to support a new form of gamified learning, mainly to enhance students' engagement and motivation. Such games facilitate learning because they generate enthusiasm and are part of a learning-by-doing experience. This study analyzes the role of learning styles and motivation on learner cognitive engagement and performance when using SG. Answers from 188 users of a serious game conducted in KEDGE Business School were analyzed. The findings show that learning goals have a strong positive effect on intrinsic and extrinsic motivation. The paper reveals that learning styles have a significant impact upon both intrinsic and extrinsic motivation. The latter is also influenced by learning styles as is cognitive engagement. Finally, the future research directions are presented.

The impact of benevolence-based trust on knowledge transfer is understudied in Bangladesh's NGO sector, which is home to more NGOs than any other nation in the world (with a comparable geographic size). The study aims to examine the effects of benevolence-based trust, a significant component of trust antecedent, on knowledge transfer between NGO staff and their beneficiaries in Bangladesh's NGO sector. Semi-structured interviews with a total of 54 NGO personnel were conducted using multi-staged and purposeful sampling procedures. Content analysis is used to process Critical Incidents (CIs) collected from semi-structured interviews. Findings imply that knowledge transfer to beneficiaries is influenced by the benevolence- trust of NGO staff. The results may be useful for beneficiaries and NGO workers in expanding knowledge transfer activities. Given that the experiment was conducted in a specific country, such as Bangladesh, it could be challenging to generalize the results. Similar studies may be conducted in the future in a different setting or country.

From the perspective of the inhibition of privacy computing theory, taking user satisfaction as risk perception, this paper discusses how the readability of financial APP privacy policies inhibits user satisfaction, thus affecting enterprise performance. Firstly, this paper measures the readability of privacy policies by constructing a professional vocabulary and an improved Fog Index formula. Secondly, this paper collects 615 APP privacy policies and corresponding enterprise data and empirically analyzes the impact of the readability of financial APP privacy policies on enterprise performance. This paper enriches research in the field of financial technology and empirically finds that the readability of financial technology APP privacy policies has a negative impact on enterprise performance, while user satisfaction has a positive impact on enterprise performance. In practice, this paper provides a reference for financial technology enterprises to improve the readability of APP privacy policies to improve user satisfaction and enterprise performance.

The paper develops a theoretical model that focuses on the integrated effect of organizational factors on knowledge sharing, taking the moderating effect of training and development. The proposed hypotheses were tested with structural equations modeling using self-reports of 200 personnel working in Bngladesh-based MNCs. The organizational factors such as respect for people, job stability, aggressiveness, transformational leadership, transactional leadership and decentralization have a direct influence on knowledge sharing. The substantial effect of training and development was not evident in moderating the relationship between organizational factors and knowledge sharing. However, this study reveals that training and development moderates only the relationship between team orientation and knowledge sharing. the findings broaden the understanding of the impact of organizational culture, leadership, and training and development, and knowledge sharin. This study helps managers to formulate strategies and provide new knowledge to researchers to look further into this field.

This paper investigates the influence of organizational factors on affective commitment, exploring the moderating role of information and communication technology (ICT) on their relationships. The study is based on empirical findings administered on 200 managerial personnel using the PLS-SEM. Team orientation, transformational leadership, transactional leadership and decentralization have a direct influence on affective commitment. The theoretical framework presented in this study focused on the integrated effect of organizational factors on affective commitment along with the moderating effect of ICT ICT support moderates the relationship between team orientation and affective commitment. The findings would provide managers an understanding of the factors influencing affective commitment in Bangladesh’s service organizations. The results indicate that ICT can be an effective tool to strengthen teamwork and employee commitment. Evidence from this study would help managers to to formulate strategies accordingly and provide new knowledge to researchers to look further into this field.

The end-users’ acceptance of electronic government applications is crucial for the effective delivery of public services. This study intends to investigate the factors that influence the end-users' acceptance of smart-government services.This paper identifies key determinants of the end-users’ acceptance of smart government services in the UAE to develop a theoretical model which is tested empirically, using the partial least squares structural equation modelling. This study examines the relationship among the factors that influence the adoption of smart government applications, along with the moderation effects of gender, age, and experience of the end-users on this linkage. The paper reveals that performance expectancy is the strongest factor influencing adoption of smart government, followed by trust in government, effort expectancy, and social influence. The Multi Group Analysis is used to test the moderation effects of the gender, age, and smart service use experience of the end-users on the relationship between the factors that influence smart-government service adoption.

E-learning is treated as a learning approach in higher education worldwide. E-learning systems are all about using digital technologies to acquire, store, and process learning resources. This article aims to examine the end-users' acceptance of e-learning in the banking sector using the unified theory of acceptance and use of technology (UTAUT) model. The paper reviews the extant literature from which a theoretical model is developed and tested empirically in the French context. The UTAUT is extended by incorporating one additional factor (top management support). A quantitative approach based on cross-sectional survey was used to collect data from 133 bank officials. Data was analyzed using, statistical software SPSS version 15. The article successfully confirms the applicability of e-learning in France-based banks. The model developed in this paper helps the practitioner to understand the factors that should be given emphasis to ensure the effective development and acceptance of the e-learning technologies in a commercial setting.

This article describes how technology—i.e. the infrastructure of tools, systems, platforms—enhances knowledge transfer. The effect of tools on the relationship between knowledge characteristics and knowledge transfer effectiveness is under-researched. This article attempts to address the interplay of knowledge characteristics and transfer tools within multinational corporations (MNCs). Based on the structural equation modelling, this research proposes and tests a basic model that captures knowledge characteristics and transfer tools at 125 Japanese subsidiaries operating in China. Drawing on the literature, this article argues that the role of knowledge characteristics and transfer tools need to be considered for effective knowledge transfer between MNCs and their subsidiaries. Knowledge characteristics and transfer tools play differing roles in knowledge transfer. This article also extends the existing studies by focusing on knowledge characteristics and transfer tool constructs simultaneously in a model to understand the notion of knowledge transfer effectiveness in the global business context.