Enhancing patient value co-creation via AI-enabled cases disclosure: The role of uncertainty reduction, patient empowerment and risk aversion.

In India rural and semi-urban financial system, co-operative banks are vital, especially in regions such as Odisha where they provide low-income individuals, small enterprises, and farmers with vital loans. These banks, however, confront a number of difficulties, including unstable finances, ineffective governance, technology constraints, and disgruntled customers. This study uses factor analysis, a multivariate statistical technique, to assess the major factors influencing the performance of co-operative banks in Odisha. To find out how 200 respondents – including co-operative bank customers and staff – perceived banking services, governance, financial stability, and technology adoption, a primary survey was carried out. The appropriateness of factor analysis was validated by the Bartlett’s test of sphericity (p < 0.05) and the Kaiser-Meyer-Olkin (KMO) test (0.812). Five key elements were identified through Principal Component Analysis (PCA): (1) risk management and financial stability; (2) governance and regulatory compliance; (3) digital banking and technological adoption; (4) customer satisfaction and service quality; and (5) operational efficiency and human resource management. Together, these variables accounted for 77.7% of the variance, demonstrating their significant impact on the operation of co-operative banks. The results emphasise how urgently governance frameworks must be strengthened, financial risk management must be improved, and digital transformation must be accelerated to increase banking efficiency. To increase client trust and retention, the report also emphasises the significance of customer-centric strategies, such as expedited loan processing and grievance redressal procedures. These insights can be used by regulators, policymakers, and bank management to create focused actions that would increase the competitiveness and sustainability of Odisha’s co-operative banks.

Beyond the dichotomy of use and Not-Use: Forms and motivations of user non-use behaviors toward AI customer service

Transportation is one of the most important functions of logistics management because of its impact on both the level of customer service provision and the organization’s cost structure. The study explores the transportation cost optimization strategies and how they affect the supply chain performance of Shea nuts in the Agro-processing industries in Ghana. The quantitative study design was adopted and utilized to solicit data. With a sample size of 204 respondents. Data was analyzed using multiple linear regression in Statistical Package for Social Sciences (SPSS v20). The results revealed interesting findings in the supply chain within the institution as it seeks to assert that transportation is seen to be effective and contribute highly to firms output when Agro companies use outsourcing and pooling as means of transport. From the results, the supply chain correlated positively and significantly with outsourcing and pooling as transport optimization practices in Agro firms supply chain. This paper adds to the existing literature on the supply chain systems of Agro processing firms but departs from previous studies which seek to concentrate not on the transport optimization of the Agro processing firms but rather on the challenges, production, and profit maximization of these firms. Our study is unique unlike any otheIn this research, a heterogeneous tricomposite catalyst was developed to facilitate biodiesel synthesis reaction. The Musa ABB (Kachkal) banana trunk was explored as the biowaste for the preparation of the catalyst. The trunk of the plant was cut into pieces, dried and burnt into ashes, and underwent heat treatment at 550 ℃ for 2 h. The calcined trunk was treated with potassium carbonate and CuO and the final composite was named a calcined banana trunk-K2CO3-CuO (CTKC) catalyst. The CTKC catalyst was employed in the production of rice bran pongamia oil methyl ester (RPOME) from rice bran and Pongamia pinnata (RP) oil blend in 1:1 ratio. The CTKC catalyst was characterized via XRD, and FT-IR analytical tools. Similarly, FT-IR and 1H NMR were employed to examine RP oil blend and RPOME. Under the optimized condition of 7 wt.% catalyst amount, 9:1 methanol to oil molar ratio (MTOMR), and 65 ℃ reaction temperature, the highest biodiesel yield was found to be 94.07 %. The density of RPOME was found to be 0.8811 g/cm3 which fits into the specified limit of EN 14214 and the kinematic viscosity of RPOME was found to be 3.5403 mm2/s which falls under both ASTM D6751 and EN 14214 standards. In brief, the CTKC catalyst functions as an effective heterogeneous catalyst for the synthesis of biodiesel from a binary blend of edible oil (rice bran) and non-edible oil (Pongamia pinnata). This represents an innovative strategy to tackle the rising pollution caused by diesel and petroleum-derived from fossil fuels used in vehicles. r research previously authored as it seeks to reveal the option of transport optimization that is cost effective and efficiently productive for Agro processing firms to adopt.

Purpose Technological advancement is a crucial driver of value creation and enhanced user experience in the banking industry. This study aims to better understand the challenges of AI chatbots in banking and assess whether they herald a customer service revolution. Design/methodology/approach We analysed qualitative data collected in 2024 from three Chinese banks that implemented AI-powered chatbots. Using purposive sampling, 22 customers and managers were interviewed through semi-structured interviews guided by constructs from UTAUT2. Findings The analysis identifies five types of awe associated with chatbot use, technological, functional, conversational, service and security awe. These emotional responses are largely absent from IS literature, despite their potential to positively or negatively shape adoption. Our results suggest that while chatbots excel in routine transactions, they lack empathy and flexibility in complex cases. Functional richness and anthropomorphic features often trigger awe, which may foster engagement but also fear or discomfort. Research limitations/implications The study is exploratory and based on a limited sample. Future work should triangulate with additional qualitative evidence and employ quantitative methods to validate the role of awe in adoption models. Practical implications Banks should invest in advanced AI to improve personalization, transparency and emotional sensitivity, while maintaining hybrid systems that escalate complex issues to human representatives. Originality/value This study contributes to IS literature by integrating awe into technology adoption frameworks, offering new insights on human, AI interaction in financial services and highlighting value creation mechanisms through chatbots.

As chatbots progressively replace employees in customer support, studies on their influence on customer satisfaction, customers’ planning of the repurchasing, and customers’ recommendations of goods and services are rapidly expanding, assisting businesses in identifying implementable technical solutions that decrease labor expenses while preserving purchaser retention. However, the topic of influence of chatbots on the labor market mostly consists of sensationalist claims in the media about the disappearance of human job positions in customer service with the observable lack of rigorous empirical studies on the extent of job losses, AI-human collaboration models, and customer preferences. The findings of this study indicate that chatbot implementation has led to a moderate reduction in customer service staffing, with the largest effects in sectors characterized by routine inquiries. However, qualitative evidence shows that companies are mostly restructuring job roles rather than engaging in large scale layoffs, with many employees transitioning into more complex or strategic tasks. Customer satisfaction improved slightly, following digitalization and automation of customer service, suggesting that chatbots can enhance service efficiency when integrated into hybrid models. The Serbian context, particularly language adaptation challenges and uneven financial resources, and organizational readiness, continues to shape the pace and outcomes of implementation. These results highlight the need for targeted training and coordinated emplozee development policies to help employees in customer service adapt to changing job requirements.

The current study aimed to identify the impact of human capital in organizational performance in Jordanian five-star hotels. The descriptive analytical approach was used, and a questionnaire was applied consisting of three parts: the first is the demographic information of the study sample, the second is the human resources management scale consisting of (20) paragraphs, and the third is the organizational performance scale consisting of (15) paragraphs. Its validity and reliability were confirmed. The study population consisted of (6189) employees in five-star hotels in Amman, the sample consisted of (362) employees in five-star hotels in Amman were selecting by stratified sampling due to hotel variable by get back percent (94.3 %) whenevre (384) questionnaires was collecting by E-Link, and delay (22) by percent (5.7 %). After collecting the data and conducting the appropriate statistical processing, the study concluded that there is a statistically significant at level (α ≤ 0.05) effect of human capital in its dimensions (knowledge, skill, experience, and training) on organizational performance with its dimensions (Internal process, Customer satisfaction, learning and development) in Jordanian five-star hotels. Training had the highest effect, then experience, then skill, and finally knowledge. The study proposed a set of recommendations, most notably the need for five-star hotel management to focus on training their human resources and involve them in developing training programs. The need to prioritize organizational performance in five-star hotels, given its significant importance in achieving positive results across hotel services as a whole, and continuously assess the level of human resources to ensure the best customer service at all times.

This paper examines the conceptual, structural, and functional relationships between distribution logistics and supply logistics, two domains that are often perceived as synonymous despite their fundamentally different roles within the logistics chain. The study clarifies frequently used terms, defines their correct positioning within distribution and supply logistics, and analyses their interconnections in the context of material, information, and financial flows. Based on established scientific literature, professional standards, and practical project experience, the paper highlights the distinctions between distribution, physical distribution, physical supply, and distribution logistics as a system. It further explains the functions of distribution in value creation, harmonisation of supply and demand, and execution of essential operational activities, including transport, storage, regrouping, and customer service. The research emphasises the systemic integration of distribution and supply as inseparable parts of a single chain, driven by the potential difference between supply and demand. The paper also outlines the structural role of distribution channels, logistics channels, and acquisition and logistics distribution subsystems, illustrating how coordinated strategic and operational decisions influence the performance of the entire logistics system. By defining key terms and illustrating their relationships, the study contributes to a clearer conceptual framework for logistics professionals and supports more accurate use of logistics terminology in academic and practical environments. The proposed framework supports consistent terminology usage in logistics education, research, and practical system design.

This study examined skincare professionals’ awareness of Social and Emotional Learning (SEL), focusing specifically on self-awareness and self-management, the two SEL domains most closely related to emotional labor in the field. A survey was administered to skincare practitioners, and 250 valid responses were used for analysis. The measurement instrument was developed based on SEL theory and the characteristics of skincare work, and its validity and reliability were verified. The results indicated that within self-awareness, the highest score was observed for values, followed by emotion, self-concept, and interest. In the domain of self-management, motivation maintenance scored the highest, followed by behavioral regulation, emotion regulation, and goal setting. Higher age and longer work experience were associated with greater levels of emotional recognition and regulation, and participants with higher educational attainment demonstrated higher self-management scores. Additionally, self-employed practitioners showed higher levels of SEL awareness across both domains compared to employees. These findings suggest that SEL competencies play a crucial role in emotional regulation, job adaptation, and customer service within skincare practice. Accordingly, SEL education and practical training focused on emotional management and tailored to job stages and career levels are needed for this professional group. This study is limited by its regionally restricted sample and by its examination of only two SEL domains. Future research should investigate all SEL components and explore their structural relationships with job performance in greater depth.

Service industries, which dominate advanced economies, display a productivity paradox: Despite quick adoption of digital and self-service technologies, measured productivity growth remains slow. We reinterpret service productivity using a Holistic Service Productivity (HSP) framework that includes customer surplus and effort in measuring productivity. We define productivity as the ratio of total value created—producer surplus plus consumer surplus—to total input, which includes both firm resources and customer time, effort, and data. Based on service-dominant logic and welfare economics, HSP addresses mismeasurement by capturing co-created value that traditional firm-focused metrics miss. A typology based on service separability and customer involvement shows the framework’s versatility, and examples and simulations demonstrate how HSP reveals hidden efficiency improvements and highlights cost-shifting. We finish with managerial and policy implications, showing how HSP can guide decision-making and enhance official productivity statistics. For managers, HSP helps distinguish real efficiency gains from cost-shifting and directs investments toward mutually beneficial solutions. By highlighting the co-created value of modern services for both firms and customers, HSP offers a new perspective for understanding and boosting productivity and presents a transformative method for measuring service productivity.

The progressive digitalisation of services is conducive to ensuring proper supervision of the process efficiency of medical and pharmaceutical services, which facilitates control over the process of spending public funds within the universal reimbursement system. The development of artificial intelligence systems has created new opportunities to support medical professionals, allowing rationalisation of the use of limited human resources. The aim of the article is to identify the conditions for the implementation of artificial intelligence in the processes of providing pharmaceutical care and pharmaceutical services sensu stricto, as well as in the processes of direct customer (patient) service, manufacturing of magistral preparations, market segmentation and conducting shopper research. The object of the research is to identify the space of possible application of artificial intelligence in pharmacy practice to rationalise the effects and costs of operating a public pharmacy. Achieving research objectives requires the use of various research methods. To identify the possibilities of technological support for the process of providing pharmaceutical services, the method of analysis and critique of literature was used. In addition, to clarify detailed issues, it is necessary to analyse the texts of individual acts and governmental drafts of their justifications (linguistic and logical analysis of the legal text, also known as the dogmatic legal method or document analysis) and the decision-making practice of pharmaceutical regulatory authorities. For data acquisition, a diagnostic poll method based on the survey and interview technique were used, which made it possible to obtain information from pharmacists employed in public pharmacies and to identify the conditions to the implementation of artificial intelligence in pharmacy practice in the Polish organisational and legal reality. The research shows that pharmacists see the greatest potential of artificial intelligence in the process of supporting product distribution, performing routine professional and administrative activities, and in searching for information and analysing data useful in pharmaceutical consultation processes. Pharmacists attribute less importance to artificial intelligence in activities directly related to the practical conduct of individual pharmacotherapy of the patient.

This study aimed to analyze the correlations among relationship quality, emotional responses, and customer satisfaction of customers using Ieekaja Hairbis Hair shop, and to provide practical implications for improving service quality, customer-tailored consulting, and customer management strategies. In particular, it focused on verifying the significant influence of customer relationships, emotions, and satisfaction on revisit intention and loyalty in the service industry. Data were collected through a questionnaire survey conducted in May 2025 with customers who had used leekaja Hairbis Hair shop. The results showed that there were positive correlations among relationship quality, emotional responses, and customer satisfaction. Specifically, customers who experienced high relationship quality, including trust and intimacy with staff, reported increased positive emotional responses, which in turn led to higher customer satisfaction. Moreover, emotional responses were found to mediate the relationship between relationship quality and customer satisfaction. In conclusion, the management of leekaja Hairbis Hair shop can enhance customer satisfaction and loyalty by strengthening relationships between staff and customers and by establishing service strategies that consider customers’ emotional experiences.

Fast-food restaurants operate in dynamic and competitive environments where timing accuracy, process reliability, and supplier coordination determine service continuity and customer satisfaction. Their dependence on standardized, frequently repeated, and time-pressured delivery processes makes them highly vulnerable to operational disruptions. Therefore, the early detection, monitoring, and prioritization of supplier-related risks stand out as a critical necessity for fast-food enterprises. In this study, supplier-related operational risks in a fast-food chain restaurant operating in Manisa, Türkiye, were evaluated using the fuzzy Fine–Kinney method, and critical risk areas aimed at improving supply chain reliability were revealed through a field application. In the adopted approach, the systematic structure of the classical Fine–Kinney method was combined with the flexibility of fuzzy logic, which allows representing uncertainties in expert opinions and enables linguistic judgments to be transformed into quantitative expressions. Based on the evaluations obtained from employees directly involved in supply operations, delivery time mismatches, cold-chain violations, packaging and handling damages, communication deficiencies, and equipment malfunctions were identified as the most critical risk factors. The findings show that fast-food supply systems are highly sensitive to timing accuracy, coordination quality, and process consistency. The study reveals that the fuzzy Fine–Kinney method is a strong and adaptable tool for systematically analyzing and prioritizing risks under uncertainty, and additionally provides practical contributions for strengthening operational continuity, monitoring supplier performance, and improving risk-based decision-making processes in the fast-food sector.

Research background: Self-Service Technologies (SSTs) have become a transformative force in the aviation industry, revolutionizing how airlines and airports interact with passengers. These technologies, including self-check-in kiosks, automated bag drops, and mobile boarding systems, enhance operational efficiency while empowering customers with greater control over their travel experience. As global competition intensifies, the adoption of SSTs has become a strategic imperative for improving service quality, customer satisfaction, and long-term loyalty. Purpose of the article: This study's main goal is to examine how Ghana’s International Airport, popularly known as Kotoka International Airport (KIA), has used self-service technology and how that has affected consumer loyalty and happiness. Methods: The study followed quantitative methodology and used a descriptive research design. An electronic survey was disseminated through social media sites, emails, and QR codes that could be scanned. After distribution at KIA, 309 of 385 replies were found to be legitimate, and those results, along with all 317, were utilized to analyse their satisfaction with the new technology. The statistical methods, such as descriptive statistics, correlation analysis, and multiple regression analysis, were used in the evaluation of the data sample. Findings & Value added: A convenience sample strategy was used to disperse the survey. A descriptive analysis was done on the sociodemographic details of the respondents and the link with SST usage. Standard multiple regression was used to measure the amount of satisfaction and loyalty. The outcome showed that customers are happy with the functionality, ease, and personalization of SST at the airport, and customers are more inclined to use SST there again if its functionality is of better calibre.

ABSTRACT As artificial intelligence technologies gain momentum in retail, humanoid service robots are becoming pivotal in transforming customer engagement. This study examines how the anthropomorphic features of these robots influence customer trust (cognitive and emotional), acceptance, and willingness to co-create value, with customer service expertise as a moderating factor. Drawing on the Computers as Social Actors theory and Service-Dominant Logic, the research proposes and tests a dual-pathway trust model, highlighting distinct mechanisms that mediate the relationship between robot anthropomorphism and retail outcomes. Data from a cross-sectional survey of 399 Chinese retail customers were analysed using SmartPLS 4.1. Findings reveal that robot anthropomorphism enhances both cognitive and emotional trust, which in turn drive acceptance and value co-creation. Crucially, customer service expertise asymmetrically moderates these pathways, strengthening the indirect effect through cognitive trust while leaving the emotional trust pathway unmoderated. Theoretically, the study enriches CASA and S-D Logic by disentangling the roles of dual trust mechanisms and identifying expertise as a critical, asymmetric boundary condition that governs the efficacy of cognitive-based social cues. In practice, the findings provide insights for the strategic designing and implementation of humanoid service robots to build trust, improve engagement, and facilitate culturally and expertise-sensitive value co-creation in the AI-enabled retail environments.

This study investigated the effect of workplace harassment on employee wellbeing in hotels in Owerri Municipality, Imo State, Nigeria. The study specifically examined the impact of verbal and physical harassment on employee job satisfaction and self-esteem in selected hotels in the Municipality. The study was grounded on Conservation of Resources Theory. A descriptive cross-sectional research design was employed targeting hotel employees. Data were collected from 143 hotel employees using a structured questionnaire. The data analysis involved frequency distribution, mean, standard deviation, and regression analysis. The findings revealed that verbal harassment significantly reduces employee job satisfaction, leading to disengagement, emotional exhaustion, and high turnover intentions. Physical harassment was found to negatively impact employee selfesteem, causing anxiety, fear, and reduced workplace confidence. The regression analyses revealed a strong negative relationship between verbal harassment and job satisfaction (β1 = −0.62, p < 0.05), and a strong negative relationship between physical harassment and self-esteem (β1 = −0.683, p < 0.05). The results suggest that the two forms of harassment had significant negative impact on employee wellbeing. The main conclusion drawn from the study is that, workplace harassment hampers hotel employees’ job satisfaction and self-esteem, leading to poor wellbeing, a precursor to poor job performance. The consequences of hotel employees’ poor job performance may include poor customer service delivery, low customer satisfaction, customer attrition, and financial losses. In all, the growth, sustainability, and survival of the hotels are imperiled when workplace harassments are not adequately addressed and the negative consequences skillfully mitigated.

Logistics costs account for up to 75% of the price of African goods, making them a greater trade barrier in Africa than tariffs and trade restrictions. Improving delivery efficiency is therefore critical for enhancing trade competitiveness. This paper examines the effectiveness of West African ports as a hub, proposing an asymmetric hub system that links West Africa, Europe, and South Americas transatlantic supply chain, and compares it with a traditional multi-gateway configuration. A multi-objective optimization approach based on the e-constraint method is adopted to generate the Pareto frontier between conflicting liner shipping goals- cost reduction, environmental sustainability, and on-time service performance. The results highlight a strong empirical correlation between emissions reduction, fuel efficiency, and liners tactical decisions, contrasting on-time/ cost performance. This finding predicts liner's support for a higher probability of failure for on-time delivery under energy efficiency scenarios, whereas the opposite is also true, that is, improving customer service for high pollution. However, given the above goal conflicts, the analysis reveals a clear macro-level tradeoff between hubbing and de-hubbing strategies. Overall, the results suggest that adopting an asymmetric hub system can enhance West Africa trade competitiveness and sustainability. These insights should encourage policymakers to prioritize strategic hub-port investments and provide liner operators with a set of Pareto-optimal solutions for redesigning logistical networks that better balance cost, service, and environmental performance across the transatlantic supply chain.

Digital transformation of supply chain management is becoming a key competitiveness factor for companies around the world. The introduction of modern technologies such as the Internet of Things (IoT), artificial intelligence (AI), blockchain and robotics significantly affect information flows and the efficiency of business processes, reducing costs and improving the quality of customer service and logistics. But still, there is not yet a general approach to assessing the potential impact of these technologies on the supply chain. The main contribution of the proposed approach is that it integrates firm digital transformation in the supply chain such as Amazon, Walmart and DHL through exhaustive and flexible assessment tools. The approach provides not just the measurement of current situation but also prediction for future situation, so it can be utilized as a powerful logistics and supply chain management strategic planning tool. The findings suggest enhanced supply chain performance at Amazon, Walmart and DHL by virtue of digitalization. time in the warehouse by 30-40%, increased inventory accuracy to 99% and reduced delivery costs by 25-40%. These modifications verify that digital transformation business processes in logistics work. Digitizing supply chains results in so many benefits in terms of increased operational efficiency, lower costs and better service to customers. Their replacement by newer technologies has made the system more flexible and responsive to changes in supply and demand. The study results emphasise the importance of incorporating digital offerings to remain competitive in international markets.

Millennials Perception and Adoption of Fast-Food Customer Service Chatbots

This study investigates the role of teamwork in achieving organisational goals, using Ecobank Plc, Eket, as a case study. Teamwork has become a strategic tool in modern management, fostering collaboration, efficiency, and innovation across organisational structures. Despite this, many institutions struggle with implementing effective teamwork practices tailored to their operational environments. The study aimed to assess how teamwork influences organisational performance, to identify departmental variations in teamwork perception, and to examine its practical benefits and challenges. A survey design was adopted, and primary data were collected using structured questionnaires administered to 80 staff across five departments. Descriptive statistics, Chi-square tests, and correlation analysis were employed to analyse the data. The results revealed that 73.75% of respondents believe teamwork enhances productivity and goal attainment. Though the Customer Service department displayed a relatively lower agreement, overall responses across departments supported the significance of teamwork. Chi-square analysis indicated no statistically significant variation in perception across departments, while correlation analysis showed a strong positive relationship between department size and reliance on teamwork. The findings suggest that teamwork is broadly appreciated, but practical application differs based on departmental structures and leadership. Effective teamwork depends on clear communication, defined roles, strong leadership, and continuous training. In conclusion, the study affirms teamwork as a critical driver of organisational success. Its novelty lies in integrating statistical validation with departmental insights in a real-world banking context, offering empirical evidence to guide strategic human resource planning in similar institutions.