Customer Innovation Research Articles

Efficient Harris Hawk Optimization (HHO)-Based Framework for Accurate Skin Cancer Prediction

The prediction of skin cancer poses a number of challenges due to the differences in visual characteristics between melanoma, basal cell carcinomas, and squamous cell carcinomas. These visual differences pose difficulties for models in discerning subtle features and patterns accurately. However, a remarkable breakthrough in image analysis using convolutional neural networks (CNNs) has emerged, specifically in the identification of skin cancer from images. Unfortunately, manually designing such neural architectures is prone to errors and consumes substantial time. It has become increasingly popular to design and fine-tune neural networks by using metaheuristic algorithms that are based on natural phenomena. A nature-inspired algorithm is a powerful alternative to traditional algorithms for solving problems, particularly in complex optimization tasks. One such algorithm, the Harris hawk optimization (HHO), has demonstrated promise in automatically identifying the most appropriate solution across a wide range of possibilities, making it suitable for solving complex optimization problems. The purpose of this study is to introduce a novel automated architecture called “HHOForSkin” that combines the power of convolutional neural networks with meta-heuristic optimization techniques. The HHOForSkin framework uses an innovative custom CNN architecture with 26 layers for the analysis of medical images. In addition, a Harris hawk optimization algorithm (HHO) is used to fine-tune the developed model for multiple skin cancer classification problems. The developed model achieves an average accuracy of 99.1% and 98.93% F1 score using a publicly available skin cancer dataset. These results position the developed optimization-based skin cancer detection strategy at the forefront, offering the highest accuracy for seven-class classification problems compared to related works.

The real effect of innovation information disclosure: from the perspective of supplier innovation

ABSTRACT This paper investigations the impact of customers’ innovation information discovery in management discussion and analysis (MD&A) on the innovation of suppliers. We find that the more innovation information disclosed in MD&A, the higher innovation level of the supplier, and the higher the similarity between the supplier’s patent and the customer’s patent. Further analysis shows that when the degree of information asymmetry between suppliers and customers is higher, innovation is more important to suppliers, suppliers are more dependent on customers, and customers discovery more forward-looking information, the role of customer innovation information discovery on supplier innovation investment is more obvious. The economic sequences test finds that the impact of customer innovation information discovery on supplier innovation significantly import the investment efficiency and enterprise value of enterprises. Our findings provide evidence on the influence of public textual information on the real economy from the perspective of supply chain and theoretical basis for the importance to intensify information discovery in the capital market.

Investigating retailing customers' adoption of augmented reality apps: integrating the unified theory of acceptance and use of technology (UTAUT2) and task-technology fit (TTF)

PurposeSince the advent of augmented reality (AR) technology, “Smart Retailing” has become the dominant business model in the retail sector. Therefore, comprehending the dynamics of AR adoption is essential if retailers are to successfully encourage customers to embrace this extremely innovative form of technology. As a result, the authors propose and evaluate a more comprehensive model, consisting of the task-technology fit (TTF) and unified theory of acceptance and use of technology (UTUAT2) models, for use in low-income countries.Design/methodology/approachThe present research uses variance-based partial least squares structural equation modeling (PLS-SEM) using WarpPLS.7 to examine 398 responses from Egyptian retail consumers.FindingsTTF, performance expectancy (PE), effort expectancy (EE), social influence (SI), facilitating condition (FC), hedonic motivation (HM) and customer innovativeness (CI) positively affect shoppers' behavioral intentions (BI) to adopt AR Apps in retail, while perceived risk (PR) negatively affects BI.Originality/valueThe current study is the first to investigate the determinants of shoppers' BI toward AR Apps adoption in the retail context using UTAUT2 and TTF models.

Smart customer experience, customer gratitude, P-WOM and continuance intentions to adopt smart banking services: the moderating role of technology readiness

PurposeSmart banking services (SBS) are critical for developing countries to achieve developmental goals. The success of SBS is dependent on the considerable perceived customer experience of provided services. Based on technology adoption studies, this study aims to model smart customer experience (SCE) outcomes by investigating the relationships between SCE, customer gratitude, continuance intentions and positive word-of-mouth (P-WOM).Design/methodology/approachThe current research included 384 bank clients as participants. The data were analyzed using partial least squares structural equation modeling (PLS-SEM).FindingsAccording to the findings, SCE directly increases customer gratitude, continuance intention to adopt smart services and P-WOM. Customer gratitude enhances continuance intentions and P-WOM. Additionally, customer gratitude mediates the relationship between SCE, continuance intention and P-WOM. Finally, the findings revealed that customer innovativeness and optimism play a substantial moderating impact among the variables studied.Originality/valueThis is the first research to include all of these variables. Furthermore, to the best of the authors' knowledge, this is the first empirical study of these linkages in the banking sector of emerging nations.

A SUSTAINABLE BUSINESS PROFIT THROUGH CUSTOMERS AND ITS IMPACTS ON THREE KEY BUSINESS DOMAINS: TECHNOLOGY, INNOVATION, AND SERVICE (TIS)

Purpose – This research examines and investigates the importance of sustainable business profit through customers and its impacts on three key business domains: technology-innovation-service (TIS). The main goal was to see what were the interrelationships of business-consumers and consumers-business analysis to have a sustainable profit based on the models: Innovation and Growth Teams (IGT), Innovative Customer Relationship Management (ICRM), Business-to-Consumer (B2C), Customer Service and Support (CSS), Customer Service Technology (CST), and Multidimensional Scaling model (MDS) or the factors (F1–F14). Were these factors important to businesses and which variables had the greatest impact on sustainable profit through consumer evaluation during purchase? Research methodology – This research was carried out on manufacturing, service, and distribution businesses (consumer-business analysis) and consumers (business-consumer analysis) in 200 businesses and consumers, through the completion of the online questionnaire and the meeting with the business managers, considering the same variables during the period (2019–2022). The data processing was done through (SPSS Statistics 23) using tests and econometric analysis (descriptive, factorial, reliability, multiple regression, and multidimensional scaling analysis) the model shows that all factors have great effects on sustainable business profit through consumers. Findings – However, it is suggested that of great importance for a sustainable business profit through customers are: the behavior of workers and staff, handling requests faster, business support before and after purchase, providing information applications (discount, usage, term of the expiration date, product content, payment methods as well as the provision of transport by the business for consumers. Research limitations – The limitations of this research are only a certain number of variables, years, and the number of businesses, but for other analyses and research, researchers can take a larger number of variables, businesses, and/or countries using the same models. Practical implications – Based on the above questions, it was confirmed that a (TIS) through models will make the profit even more stable by strengthening the position of businesses in the market against their competitors. So, in this case there are still practical implications in three key business domains (TIS) technology, innovation, and services. Therefore, businesses should pay attention to these findings to have a sustainable business profit. Originality/Value – Research related to sustainable profit through consumers considering three key business domains technology, innovations, and services (TIS) has not been analyzed earlier in terms of consumers as buyers and businesses as providers of products and services.

Platform based Innovation Ecosystems: Value Network Configuration Perspective

A platform-based innovation ecosystem links multiple markets and their corresponding stakeholders for joint value creation and innovation around a platform, and it is critical for the platform sponsor to manage the configuration efficiently for maximized value and survival. Through a multi-case study, we propose a configurational framework for platform ecosystems to analyze multi-stakeholder business structures, boundary decisions and their relationships. We define the context as for-profit business networks that leverage a digital platform to create multi-sided market circumstances and to engage partners as well as customers in joint innovation and value creation. Empirically we study five small to mid-sized digital information and communication technology platforms and their ecosystems. The discoveries elaborate on the four characteristic configurations and activities involved in the platform ecosystem management, and show configurational differences between open, semi-open, and closed innovation ecosystems. We propose the value-network configurations for the ecosystem, upstream producer, downstream consumer, and partner driven scenarios. Contradicting the existing literature, we argue that complementarities are created by two different producer actors and the consumption is influenced by two different downstream actors. We also argue that an internal production platform can be considered a platform ecosystem for innovation in the case of the extensive use of external knowledge and resource sources. The results extend the understanding of a platform ecosystem as a multi-layered configuration, and show what are the roles of different functions in the multi-layered structure.

Does perceived behavioral control mediate customers' innovativeness and continuance intention of e-money? The moderating role of perceived risk and e-security

PurposeWith the emergence of coronavirus disease 2019 (COVID-19), the usage of e-money has been reinforced to reach the next level. Therefore, this study aims to examine the mediating role of perceived behavioral control (PBC) on the nexus of customers' innovativeness and continuance intention of electronic money (e-money). This study also explores the moderating roles of perceived risk (PR) and electronic security (e-security) in relationships.Design/methodology/approachThe authors employed a structured questionnaire for data collection and the partial least squares structural equation modeling (PLS-SEM) for empirical estimations.FindingsThe authors' findings reveal that customers' innovativeness promotes continuance intention of using e-money and demonstrate that PBC partially mediates the relation between customers' innovativeness and continuance intention of using e-money. The empirical findings also reveal that PR negatively moderates the relationship between customers' innovativeness and continuance intention and the relationship between customers' innovativeness and PBC. The empirical findings also exhibit that perceived e-security enhances the degree of the relationship between customers' innovativeness and continuance intention and the relationship between customers' innovativeness and PBC.Practical implicationsThe findings shed light on an important factor that increases the likelihood of repeat e-money usage and has direct managerial implications for customer experience and risk concerns. Hence, the findings imply that e-money service providers should run a promotional advertisement highlighting what additional features are included or offered and how these could be beneficial for the customers. Furthermore, e-money service providers should provide some tutorial videos in order to increase innovative customers' control over e-money services as well as highlight how risk and security are protected.Originality/valueThis paper integrates three key theories: the diffusion of innovation (DOI) theory, the theory of planned behavior (TPB) and the PR theory in post-adoption behavior of e-money usage. The current study also attempts to fill a literature gap by examining the moderating role of PR and e-security, which could be useful within the relationship between customers' innovativeness, PBC and customers' continued intentions of e-money usage.

Persuading Patients Using Rhetoric to Improve Artificial Intelligence Adoption: Experimental Study

Artificial intelligence (AI) can transform health care processes with its increasing ability to translate complex structured and unstructured data into actionable clinical decisions. Although it has been established that AI is much more efficient than a clinician, the adoption rate has been slower in health care. Prior studies have pointed out that the lack of trust in AI, privacy concerns, degrees of customer innovativeness, and perceived novelty value influence AI adoption. With the promotion of AI products to patients, the role of rhetoric in influencing these factors has received scant attention. The main objective of this study was to examine whether communication strategies (ethos, pathos, and logos) are more successful in overcoming factors that hinder AI product adoption among patients. We conducted experiments in which we manipulated the communication strategy (ethos, pathos, and logos) in promotional ads for an AI product. We collected responses from 150 participants using Amazon Mechanical Turk. Participants were randomly exposed to a specific rhetoric-based advertisement during the experiments. Our results indicate that using communication strategies to promote an AI product affects users' trust, customer innovativeness, and perceived novelty value, leading to improved product adoption. Pathos-laden promotions improve AI product adoption by nudging users' trust (n=52; β=.532; P<.001) and perceived novelty value of the product (n=52; β=.517; P=.001). Similarly, ethos-laden promotions improve AI product adoption by nudging customer innovativeness (n=50; β=.465; P<.001). In addition, logos-laden promotions improve AI product adoption by alleviating trust issues (n=48; β=.657; P<.001). Promoting AI products to patients using rhetoric-based advertisements can help overcome factors that hinder AI adoption by assuaging user concerns about using a new AI agent in their care process.

Overview of retailers' merchandising and innovation strategy

Boundary spanning involves linking internal networks with external sources of information. Professor Changju Kim, College of Business Administration, Ritsumeikan University, Japan, is among researchers investigating the role of boundary spanners and is doing so within a new field of retail company research. He and his team are conducting various strands of research focused on continuous improvement theory in the field of management. This concerns management issues, such as employee motivation and training, and how these improvements interact with organisational design inside and outside of the company. The studies can then be linked to the qualitative and quantitative results of the company. Kim's research applies the theory of continuous improvement and research results in the field of organisation to retail company research, with a view to solving the problem of buyer management in innovative purchasing activities. Important to this research is associating buyers' purchasing behaviour, inter-firm relationships and internal organisations in issues of purchasing strategies in retail companies in recent years. Kim hopes the work will contribute to the theoretical development of conventional retail company research and channel research. In recent work, the team has been exploring how marketing enables firms to continually create innovative customer value, which includes looking at how creative marketing accelerates a company's growth engine.

Is it time for marketing to reappraise B2C relationship management? The emergence of a new loyalty paradigm through blockchain technology

Blockchain technology is predicted to become a powerful driver of marketing transformation. At present, most envisioned use cases are in an early stage with an uncertain industrial impact and an immature theoretical integration in academic research. To help close this research gap, we investigate how blockchain-based loyalty programs transform B2C relations through innovative customer services that bear important properties of a sharing economy. Specifically, we identify-five potential advantages of blockchain-based programs over traditional loyalty programs pertaining to usage, accrual, relevance, expiration, and transferability. We then apply expectancy theory to assess consumers’ perceptions in two empirical studies, both of which reveal an overall preference for blockchain-based loyalty programs over traditional models: an analysis of 5,059 Twitter tweets detects more positive feedback for the blockchain-based program, and a survey of 206 consumers reveals a significantly more positive attitude toward the blockchain-based loyalty program with respect to accrual, relevance, expiration, and transferability.

Involving online community customers in product innovation: The double-edged sword effect

Existing research in the field of business has generated differing views on the relationship between customer involvement and firms' product innovation. Drawing from their findings, some researchers have presented a positive assessment of customers' utility in product innovation, while others have provided a nonsignificant or even negative assessment of customers' usefulness in this area. This paper reconciles these different views by demonstrating that there exists a nonlinear relationship between customer involvement and firms' product innovation performance. To arrive at this conclusion, we use survey data from Chinese manufacturing firms and their online community customers, as well as objective data from the Chinese technology firm Xiaomi, to empirically test our hypothesized nonlinear relationship theory. The results of analyzing the two datasets demonstrate that there is an inverted U-shaped relationship between online customer involvement and firms' product innovation performance. Additionally, we find that customer online community affiliation moderates this relationship; specifically, for low or moderate levels of customer involvement, customer online community affiliation strengthens the positive online customer involvement–product innovation performance relationship, while for high levels of customer involvement, such customer affiliation weakens the positive impact of online customer involvement on firms' product innovation performance. Furthermore, we also show that the factor “customer online knowledge contribution” mediates the relationship between customer involvement and product innovation performance. Overall, this study provides new empirically-supported insights into the impacts of customer involvement and the contribution of customer knowledge through online communities on firms’ product innovation performance, thereby adding significant findings to the literature, as well as offering practical implications to firms regarding how they can best involve online customers in product innovation to achieve the most effective performance.

Digital technologies as a tool of efficient logistics

The study is dedicated to the justification of the need for the wide implementation of digital technologies in logistics activities, taking into account globalization challenges. The purpose of the article is to highlight the basics of implementing digital technologies as a tool ofefficientlogistics in modern conditions. The methodological basis of the study is a systematic approach, which allows studying logistics as a complex set of interdependent and interacting subsystems that have integral properties and develop under the influence of internal and external influencing factors. It has been proven that the use of information technologies in logistics makes it possible to: effectively solve current problems and eliminate possible problems in the future; improve the quality of logistics services; maximally load the capacity of logistics flows; rationalize material flows; increase the safety of transportation; optimize costs for the supply of resources and products; eliminate intermediate links by ensuring the transformation of information into forms that are convenient for consumers; increase the efficiency of information exchange and increase its security; implement new services and innovative customer support tools.

THE ACCEPTANCE FACTORS FOR ISLAMIC BANKING FINTECH SEVICES: EXTENDED TECHNOLOGY ACCEPTANCE MODEL (TAM) APPROACH

Era 4.0 requires Islamic banking to optimize its services through digital platforms to make it easier for customers to transact. Indonesia is a large market for Islamic banking products, so Islamic banking should provide the best possible digital services and people will be more interested in using Islamic bank products. Therefore, it is necessary to analyze the factors that influence customers in using Islamic bank services online so that the quality of digital services can be improved. This study aims to determine the factors that influence the acceptance of Islamic bank customers for financial technology (Fintech) services in Indonesia by using the Extended Technology Acceptance Model (TAM) approach. The TAM model states that system users tend to use the system if the system is easy to use and useful for its users. Extended TAM adds a consumer innovation variable, namely the degree to which an individual is relatively earlier in adopting an innovation than other members of the system. This research is a type of quantitative research using primary and secondary data. Primary data was obtained from a survey of Islamic bank customers using convenience sampling. Secondary data is obtained from related literature sourced from journals, articles, books, and official government or banking websites. The results show that the acceptance of Islamic banking fintech services in Indonesia is determined by the perceived ease of use and customer innovation (consumer innovativeness), while the perceived usefulness does not affect the acceptance of Islamic bank customers for the use of mobile banking. This research will be useful as a reference for policymakers, academics, and researchers in the future.

Are you ready for robot services? Exploring robot-service adoption behaviors of hotel-goers

This research aims to provide a meaningful discussion on hotels that want to start robot services by confirming the effect of consumer’s self-identity with robot technology on their intention to adopt robot services in the future. An exploratory and confirmatory factor analytic approach along with a structural analysis was utilized. Our findings revealed that the developed model satisfactory accounted for guests’ decision-making process for robot service adoption. Self-identity along with care, moral obligation, willingness, and attitude were key contributors to boosting intention to adopt robot services. Customer innovativeness and their uncertainty regarding using robot services played a crucial moderating role. The self-identity-based model that reflects the will to introduce eco-friendly electric products was successfully expanded. This study provides a sufficient understanding about the customers’ adopting decision for robot services. The findings of the research motivate hotel managers to hire service robots according to technological trends in the hotel industry.

COVID-19’s Impact on Fintech Adoption: Behavioral Intention to Use the Financial Portal

As Fintech has grown exponentially in recent years, several researchers have examined how information technology is applied in the financial services sector, with a focus on the extended practice of its application. However, fewer studies have investigated the factors influencing the acceptance of Fintech services. In order to examine how consumers adopt Fintech services, this research presents an enhanced technology acceptance model (TAM) that integrates perceived usefulness, perceived ease of use, user innovativeness, and trust as factors of attitude towards using Fintech platforms and behavioral intention to use Fintech platforms. The questionnaires were sent to 867 of Portal MyAzZahra’s customers, and 273 complete questionnaires were received. The data were then analyzed to comprehend whether the proposed hypotheses were accepted or rejected. The findings depict that consumers’ trust, perceived ease of use, and customer innovation in Fintech services substantially impact the attitude towards adoption and behavioral intention to use the Fintech online platform. However, perceived usefulness does not significantly influence the attitude towards adoption and the behavioral intention to use the online loan aggregator. By integrating these factors into Fintech services with TAM, this study adds to the literature on adopting Fintech services by offering a more holistic perspective of the factors affecting consumers’ attitudes.

How and when does leader knowledge hiding trickle down the organisational hierarchy in the tourism context? A team-level analysis

This research aims to extend the literature on knowledge hiding and tourism by integrating the theoretical frameworks of social exchange and social learning. Employee knowledge hiding has scarcely been examined in the tourism literature while leader knowledge hiding has not been analysed at all. Recognising that knowledge hiding can seriously undermine the ability of employees to offer innovative customer service and that leaders’ knowledge hiding may trigger knowledge hiding chain reactions among tourism employees, this study attempts to fill this gap. Utilising multi-source, multi-timed and multi-level data, we hypothesise a multi-level mediation wherein leader knowledge hiding trickles down to employee knowledge hiding, which, in turn, negatively affects team organisational citizenship behaviour and positively affects team interpersonal deviance. The “trickle-down” effect of leader knowledge hiding to employee knowledge hiding is then positively moderated by perceived organisational politics, which amplifies this relationship. Relevant theoretical and managerial implications are presented.

Service Delivery and Branding Management in Digital Platforms: Innovation through Brand Extension

Purpose. Resources and experiences may give platform owners an advantage to expand their business to new areas of possible growth. However, can the winner take it all? Or is the spandex rule—“just because you can, does not mean you should”—valid for platforms, as well? The present study is aimed at narrowing this research gap by focusing on the innovation through brand extension impact on customer satisfaction and brand loyalty in an ever-greater area of the service sector. Design/Methodology/Approach. The partial least-squares structural equation modelling (PLS-SEM) is applied to analyse the questionnaires and explore the relationships between the proposed research model’s constructs. Findings. The results reveal that service innovation through brand extension impacts customer satisfaction and loyalty favourably. Customer satisfaction mediates the relation between innovation through brand extension and brand loyalty. Parent brand reputation intensifies service innovation through the impact of brand extension on customer satisfaction and loyalty, while perceived risk deters its effects. Customer innovativeness enhances customer satisfaction. Finally, perceived category similarity (fit) augments customer satisfaction while impacting loyalty negatively. Practical Implications. The findings provide a deeper understanding of innovation and brand management in digital platforms and forge a promising path forward for marketing researchers investigating the platform economy. Originality/Value. Little remains acknowledged regarding the theoretical interface of innovation through brand extension in the digital platform sphere and its consequences on customer behaviour. Building on this lacuna, the authors adopt an underexplored object that focuses on digital platform innovation through brand extension, customer satisfaction, and brand loyalty.

Customer brand engagement and co-production: an examination of key boundary conditions in the sharing economy

PurposeDigital platforms have transformed how brands engage with collaborative consumption actors, such as prosumers. This study aims to examine the role of customer innovativeness and perceived economic value as important boundary conditions on the effects of customer brand engagement behavior on co-production, which subsequently influences customer satisfaction.Design/methodology/approachThe authors test the model using survey data from 430 users of a digital platform (i.e. UBER) in Australia. Hypotheses were tested using the bias-corrected bootstrapping method.FindingsThe findings suggest that customer innovativeness and perceived economic value positively moderate the effects of customer brand engagement behavior on co-production. Further, the mediating effects of co-production on satisfaction are stronger for highly innovative customers and for those who associate high perceived economic value with the brand.Research limitations/implicationsThis study provides novel insights on the boundary conditions of the effects of customer brand engagement behavior on co-production. Future research could apply this study’s conceptual framework to other digital platforms to extend the generalizability of this framework.Practical implicationsThis study provides managerial insights into how firms can customize marketing strategies to encourage customers as prosumers in co-production by targeting highly innovative customers and focusing on perceived economic value.Originality/valueThis study builds on service-dominant logic and social exchange theory to examine the role of customer innovativeness and perceived economic value as novel boundary conditions in digital platform ecosystems.

A semantic analysis-driven customer requirements mining method for product conceptual design

Precise customer requirements acquisition is the primary stage of product conceptual design, which plays a decisive role in product quality and innovation. However, existing customer requirements mining approaches pay attention to the offline or online customer comment feedback and there has been little quantitative analysis of customer requirements in the analogical reasoning environment. Latent and innovative customer requirements can be expressed by analogical inspiration distinctly. In response, this paper proposes a semantic analysis-driven customer requirements mining method for product conceptual design based on deep transfer learning and improved latent Dirichlet allocation (ILDA). Initially, an analogy-inspired verbal protocol analysis experiment is implemented to obtain detailed customer requirements descriptions of elevator. Then, full connection layers and a softmax layer are added to the output-end of Chinese bidirectional encoder representations from Transformers (BERT) pre-training language model. The above deep transfer model is utilized to realize the customer requirements classification among functional domain, behavioral domain and structural domain in the customer requirement descriptions of elevator by fine-tuning training. Moreover, the ILDA is adopted to mine the functional customer requirements that can represent customer intention maximally. Finally, an effective accuracy of customer requirements classification is acquired by using the BERT deep transfer model. Meanwhile, five kinds of customer requirements of elevator and corresponding keywords as well as their weight coefficients in the topic-word distribution are extracted. This work can provide a novel research perspective on customer requirements mining for product conceptual design through natural language processing.

Overcoming customer innovation resistance to the sustainable adoption of chatbot services: A community-enterprise perspective in Thailand

The primary goal of utilizing chatbots for customer service is to fulfill customer requests without requiring a conversation. However, the challenge to the sustainable adoption of innovations is overcoming the obstacles that prevent the innovation's spread. The current study examined factors including consumers' perceptions, barriers and perceived risks that influence consumers' intentions to continue utilizing chatbot services in community enterprise. Modeling integrates the innovation-decision process in Phase 1 (knowledge, persuasion, and decision) with the technology acceptance model (TAM), perceived convenience and information quality. We also consider technological anxiety and openness to experience as potential barriers to individual innovation. The research model was tested using partial least squares structural equation modeling (PLS-SEM) from 401 users with no more than 6 months of community-enterprise chatbot experience. Key findings that perceived privacy and time risk directly affected attitudes and intentions toward using chatbots. Moreover, technological anxiety is a barrier that affects attitudes toward chatbot usage, while perceived information quality indirectly influences users to use chatbots continually. However, there was no correlation between openness to experience and attitudes toward the continued use of chatbots. The finding indicates that experienced chatbot users are concerned with privacy and time constraints. This study contributes significantly to knowledge of the impediments to the diffusion of sustainable innovations among community-enterprise entrepreneurs.