Digital Services Research Articles

ChatGPT and Its Role in Academic Libraries: A Discussion

The paper aims to discuss ChatGPT and its role in academic libraries. It identifies the key areas where ChatGPT can be implemented in libraries to improve various services and the overall work experience of academics, along with the risk factors associated with ChatGPT. Research finds that ChatGPT can be aided with many library services such as collection development management, virtual reference services, digital information service and library discovery, research writing and publishing, research performance analysis and bibliometric services. It can be helpful for libraries to meet patron requirements, streamline the research process, and increase the efficiency of the library and staff. It reduces the workload of library staff to a certain extent rather than replacing the human librarians as various threats are associated with the ChatGPT, such as incorrect query responses, data protection, misuse, privacy, security, inaccessibility, limited technology comprehension and other ethical issues. It also discusses the limitations and challenges libraries may face while implementing the technology to impart various services. The importance of this study lies in the fact that it acknowledges the reality of ChatGPT and its limitations and how the library will be ready to cope with and deal with the technology in the future.

APPLICATION OF AIDCA COPYWRITING TECHNIQUES IN ADVERTISING CONTENT CREATION ON SOCIAL MEDIA

Technological developments and people's consumption behavior have brought changes for industry players to introduce their products and services using digital marketing strategies. In its development, digital marketing has penetrated various media platforms, including social media. Copywriting is one method that can be used to create advertising content on social media. There are still many industry players who currently use digital agency services to make social media advertisements. However, quite a few were disappointed with the results obtained because even though they had paid a lot of money to create advertising content, no change or increase in sales was felt. This research aims to analyze the influence of applying AIDCA copywriting techniques on creating advertising content on social media. The study was carried out by applying qualitative descriptive methods. The results of this research show that applying the AIDCA technique to copywritten advertising content can increase traffic to the advertised product. Apart from that, implementing AIDCA can increase the actions of consumers who like, comment on, and share advertisements via consumer social media accounts.

Quality of the digital gp visits and characteristics of the users: retrospective observational study

Objectives This study compares the demographics, diagnoses, re-admission rates, sick leaves, and prescribed medications of patients accessing digital general practitioner (GP) visits with those of patients opting for traditional face-to-face appointments in a primary health care setting. Design The study adopted a retrospective analysis of patient record data collected in 2019, comparing visits to a digital primary health center with traditional health center visits. Setting Primary health care. Participants The data encompassed patients who utilized the digital clinic and those who visited public health centers for primary health care services. Main Outcome Measures The study assessed demographics, health diagnoses, prescribed medications, sick leave recommendations, re-admission rates, and differences in costs between digital clinic and face-to-face visits. Secondary outcomes included a comparative analysis of medication categories, resolution rates for health problems, and potential impacts on health care utilization. Results Digital clinic users were typically younger, more educated, and predominantly female compared with health centre users. Digital visits were well-suited for uncomplicated infections, while health centre appointments were associated with a higher prevalence of chronic conditions. Medication patterns differed between the two modalities, with digital clinic users receiving generic over-the-counter drugs and antibiotics, whereas health centre visits commonly involved cardiac and antihypertensive medications. Sick leave recommendations were slightly higher in the digital clinic, but the difference was not significant. Approximately 70% of health problems addressed in the digital clinic were successfully resolved, and the cost of digital visits was about 50,3% of face-to-face appointments. Conclusion Digital health care services offer a cost-efficient alternative for specific health problems, appealing to younger, educated individuals, when compared to the users of public health center, and may enable improvement of cost-effectiveness combined with acceptable demand management and patient segmentation practices. The results highlight the potential benefits of digital clinics, particularly for uncomplicated cases, while also emphasizing the importance of suitable referral mechanisms for in-person consultations.

ChatGPT and service: opportunities, challenges, and research directions

PurposeSince its inception, ChatGPT has been disruptively transforming how businesses operate along the whole value chain. The service sector is no exception from these technological advances. Given its potential and significance, five major areas whereby ChatGPT has great potential in services management are identified and discussed in terms of opportunities, challenges and research agendas: service marketing, customer experience, digital services, cost-effective service excellence, and ethical and corporate digital responsibility.Design/methodology/approachBy adopting an expert-oriented perspective approach, the study leverages the expertise of 11 knowledgeable contributors from the fields of service and information systems to foresee the implications of ChatGPT in services. The article comprehensively examines the current body of literature and practices in ChatGPT and services and proposes a forward-thinking research agenda for service scholars and practitioners.FindingsThe contributors recognize that ChatGPT has the potential to transform service offerings significantly, enrich customer experiences, optimize service costs, and contribute to societal advantages through improved digital services. However, they also acknowledge the disruption ChatGPT may cause to traditional service practices, including the potential loss of human touch in services, challenges to privacy and security, and the potential negative outcomes affecting service consumers and employees in terms of inequality, biases, and misuse of ChatGPT.Originality/valueThis article introduces a groundbreaking investigation into the use of ChatGPT in services management. The originality is demonstrated by examining the potential and obstacles to applying ChatGPT in different service domains. In addition, this research serves as a guiding light for subsequent studies by suggesting an in-depth research agenda, including understanding the design and optimization of ChatGPT in the customer service journey, the role of ChatGPT in assisting service organizations to promote responsible services, and implications of ChatGPT on service stakeholders.

Designing for financial inclusion in developing countries: Digital financial service for low-income women in Ghana

Digital financial inclusion initiatives in developing countries have gained salience because of their potential to improve the socioeconomic condition of marginalized groups such as low-income women. However, persistent challenges remain in overcoming the digital divide in developing countries and enhancing access and participation of women in digital financial services. Despite the growing scholarly attention, little is known about how digital technologies might be designed to enable financial inclusion of women in developing countries. Using the technology affordances approach, we extend previous theorizing on inclusive information system, and introduce a relational approach to designing for inclusion. Specifically, we conduct a case study of a digital finance initiative in Ghana involving the design of an interactive voice response system (IVR) for low-income women where systemic barriers to technology adoption and use are pervasive. We show the significance of user feedback, environmental factors, and affordances for more inclusive information system design. We contribute a theoretically grounded framework that takes holistic account of the sociotechnical context of IS design for inclusion.

Synergy of digital technologies and service model of tax authorities as a driver of tax administration development

Synergy of digital technologies and service model of tax authorities as a driver of tax administration development

Digital Twin Smart Water Conservancy: Status, Challenges, and Prospects

Digital twin technology, a new type of digital technology emerging in recent years, realizes real-time simulation, prediction and optimization by digitally modeling the physical world, providing a new idea and method for the design, operation and management of water conservancy projects, which is of great significance for the realization of the transformation of water conservancy informatization to intelligent water conservancy. In view of this, this paper systematically discusses the concept and development history of digital twin smart water conservancy, compares its differences with traditional water conservancy models, and further proposes the digital twin smart water conservancy five-dimensional model. Based on the five-dimensional model of digital twin water conservancy, the research progress of digital twin smart water conservancy is summarized by focusing on six aspects, namely digital twin water conservancy data perception, data transmission, data analysis and processing, digital twin water conservancy model construction, digital twin water conservancy interaction and collaboration and digital twin water conservancy service application, and the challenges and problems of digital twin technology in the application of smart water conservancy. Finally, the development trend of digital twin technology and the direction of technological breakthroughs are envisioned, aiming to provide reference and guidance for the research on digital twin technology in the field of smart water conservancy and to promote the further development of the field.

Integrated Quality of Service for Offline and Online Services in Edge Networks via Task Offloading and Service Caching.

Edge servers frequently manage their own offline digital twin (DT) services, in addition to caching online digital twin services. However, current research often overlooks the impact of offline caching services on memory and computation resources, which can hinder the efficiency of online service task processing on edge servers. In this study, we concentrated on service caching and task offloading within a collaborative edge computing system by emphasizing the integrated quality of service (QoS) for both online and offline edge services. We considered the resource usage of both online and offline services, along with incoming online requests. To maximize the overall QoS utility, we established an optimization objective that rewards the throughput of online services while penalizing offline services that miss their soft deadlines. We formulated this as a utility maximization problem, which was proven to be NP-hard. To tackle this complexity, we reframed the optimization problem as a Markov decision process (MDP) and introduced a joint optimization algorithm for service caching and task offloading by leveraging the deep Q-network (DQN). Comprehensive experiments revealed that our algorithm enhanced the utility by at least 14.01% compared with the baseline algorithms.

Exploring the landscape of digital servitization: A systematic review

Background Digital servitization is a strategic transformation where companies adopt a service-focused approach in response to the prevailing trend of digitalization. Utilizing digital technology, businesses manage product and service operations and develop new value propositions. Further research into digital servitization is essential for maintaining competitiveness and meeting evolving market demands globally. This study aims to comprehend the evolution of digital services from theoretical and practical viewpoints and examines how these challenges are tackled. Methods Utilizing a systematic literature review methodology, the study adopts the PRISMA approach to identify 26 pertinent articles from a pool of 340 papers obtained through a SCOPUS database search. These papers were published between 2019 and 2024 and were retrieved using the keywords (‘digitalization OR digital AND servitization OR servitization’). The selection process involved scrutinizing titles, abstracts, and keywords based on predefined criteria. Results The findings reveal that current digital servitization research emphasizes five determinant variables: digitization, servitization, manufacturing servitization, process innovation, and product innovation. Additionally, response variables influenced by digital servitization were identified, including firm competitiveness, firm performance, financial performance, firm profitability, and sustainable performance. Discussion The results of this review point to inconsistencies, underscoring the necessity for additional research into the factors influencing digital servitization across companies beyond the manufacturing sector. This highlights the importance of gaining a deeper understanding of digital servitization strategies and their impacts across various industries. By expanding the scope of research to include a broader range of sectors, researchers can provide more comprehensive insights into the complexities and nuances of digital servitization adoption. This broader perspective enables a more thorough examination of the challenges and opportunities associated with implementing digital servitization strategies, ultimately contributing to a richer understanding of its implications for businesses across diverse industries.

Telehealth development in the WHO European region: Results from a quantitative survey and insights from Norway

BackgroundThe COVID-19 pandemic sent shock waves through societies, economies, and health systems of Member States in the WHO European Region and beyond. During the pandemic, most countries transitioned from a slow to a rapid adoption of telehealth solutions, to accommodate the public health and social measures introduced to mitigate the spread of the disease. As countries shift to a post-pandemic world, the question remains whether telehealth’s importance as a mode of care provision in Europe continues to be significant. ObjectiveThis paper aims to present, synthesize, and interpret results from the Telehealth Programmes section of the 2022 WHO Survey on Digital Health (2022 WHO/Europe DH Survey). We specifically analyze the implementation and use of teleradiology, telemedicine, and telepsychiatry. Norwegian telehealth experiences will be used to illustrate survey findings, and we discuss some of the relevant barriers and facilitators that impact the use of telehealth services. MethodsThe survey tool was revised from the 2015 WHO Global Survey on eHealth, updated to reflect recent progress and policy priorities.The 2022 WHO/Europe DH Survey was conducted by WHO and circulated to Member States in its European Region from April to October 2022. ResultsThe data analysis revealed that teleradiology, telemedicine, and telepsychiatry are the telehealth services most commonly used in the WHO European Region in 2022. Funding remains the most significant barrier to the implementation of telehealth in the Region, followed by infrastructure and capacity/human resources. The survey results highlighted in this study are presented in the following sections: (1) telehealth strategies and financing, (2) telehealth programmes and services offered by Member States of the WHO European Region, (3) barriers to implementing telehealth services, and (4) monitoring and evaluation of telehealth. ConclusionBased on WHO’s 2022 survey, the use of telehealth in the WHO European Region is on the rise. However, merely having telehealth in place is not sufficient for its successful and sustained use for care provision. Responses also uncovered regional differences and barriers that need to be overcome. Successful implementation and scaling of telehealth requires rethinking the design of health and social care systems to create robust, trustworthy, and person-centred digital health and care services.

Malaysia’s ICT sector policymaking: toward a developmental network state

The history of Malaysia’s efforts to develop an internationally competitive information and communication technology (ICT) sector demonstrates how state interventionism has shaped its development trajectory. Early ambitions to ‘leapfrog’ Malaysia’s development by launching a cutting-edge innovation-based ICT sector failed, yet recent dynamism has established an internationally competitive shared services/global business process outsourcing sub-sector, as well as created a thriving eco-system for ICT-based start-up entrepreneurship in industries such as digital platform services and creative content. The renovation of the state’s role exemplifies key features of O’Riain’s model of the developmental network state (DNS) including the decentralization and networking of public agencies implementing industrial policy across the enterprise development life cycle, as well as a fast-follower approach to targeting. Unlike the DNS model, however, in Malaysia an enterprise ecosystem policy approach has not eroded the state’s overall economic leadership by embedding public authority in networks with private business interest group constituencies.

Shifting techniques and multi-platform services for carbon efficiency

The impact of IT on climate change is growing rapidly. We aim to develop a data model that evaluates the carbon footprint of digital services, along with a visualization tool to inform users. Besides, we intend to propose new services to reduce carbon emissions when computing workload, adapting the moment, the location or with leaner processing.

Core functions, visitor friendliness and digitalisation: a comparative analysis of corporate museums’ performance

We exploit a rich dataset on Italian museums to investigate whether corporate museums’ service provision is quantitatively different from the provision by the rest of private museums and by the three different types of Italian publicly owned museums (whose classification is by organisational mode: traditional, autonomous, and outsourced). We consider service provision in the dimensions of core museum functions (research, collection management, dissemination) and visitor friendliness, and we also focus on digital services. We use count data models estimation methods and include controls referring to museums’ characteristics and contextual factors to account for possible confounding effects. Our analysis reveals that corporate museums do not provide more core services than other museums, as expected given the public good component of this category of services. Contrary to expectations, we find that corporate museums are not among the museums providing the largest number of services enhancing visitor friendliness. Finally, corporate museums provide more digital services than traditional public museums and private museums owned by churches, and not less than other museum types. We argue that this latter evidence may come from their interaction with the parent firm. Corporate museums’ higher levels of digitalisation may be seen as the effect of a knowledge spillover between the more profit-oriented business world and the non-profit cultural sector.

Storm in the Cloud: A Study on the Macroeconomic Impact of the UK’s Digital Service Tax

The nature of the digital economy puts pressure on traditional tax practices, as it is frequently characterised by high returns from intangibles. In this paper, we assess the macroeconomic impact of the digital services tax introduced in the UK in 2020. We employ the CORTAX model, which is a macroeconomic model elaborated for the Member States of the European Union, the UK, the US, and Japan. The model strongly focuses on corporate taxation and multinational firms. To be able to represent the digital sector, a major extension of the model has been introduced to expand the model from one sector to two, allowing the digital sector to be modelled separately from the rest of the productive economy. The results suggest a negative impact on GDP from the introduction of the tax but a gain in welfare and consumption for the UK and small positive spillovers for close trading partners.

An approach for mitigating cognitive load in password management by integrating QR codes and steganography

AbstractThe proliferation of digital services and the imperative for secure authentication have necessitated the management of an expanding array of passwords, imposing a significant cognitive burden on users. The predominant method for authentication remains the use of passwords. However, a critical issue with this approach is that individuals frequently forget their passwords, particularly when managing multiple accounts. This often results in users creating similar or easily guessable passwords for different accounts or writing them down, compromising security. This article investigates an innovative method to mitigate cognitive burden using steganography‐embedded quick response (QR) codes for streamlined password management. The proposed model, named MASTER (Multi‐device‐based Authentication using STEgged QR Codes), was evaluated for usability using the system usability scale (SUS) and the subjective mental effort scale. The security of the model is evaluated using attack analysis and comparative analysis with image visibility and robustness. The evaluation results indicate that the MASTER model achieved a SUS score of 75.94, with the majority of participants agreeing that the system reduces cognitive effort.

Challenges in Achieving Consensus on Data Localization: Digital Inequality of Digital Service Trade

The disagreements on data localization policies significantly hamper the progression of digital service trade and free cross-border data flow. This study adopts the Theory of Comparative Advantage and the Heckscher-Ohlin Theory (H-O Theory) to construct an analytical model that investigates the inequality of digital service trade on the well-being of nations and the valuation of digital factors. Our findings suggest that digital service trade exacerbates the terms of trade for developing countries. In an environment of unrestricted data flow, developed countries capitalize on the data resources from developing nations, thereby augmenting their digital comparative advantages and factor endowments. The dynamics foster a state of digital inequality or digital poverty, where late-developing countries are disadvantaged in keeping pace with their developed counterparts. Notably, data localization, while seemingly a protective measure for developing countries, may not be the optimal strategy. It potentially undermines the overall well-being of all participants by diminishing network effects. The paper argues that the path towards the liberalization of digital trade and data flows will be a lengthy and complex one, demanding concerted international efforts to overcome entrenched trade barriers.

Evaluation of Local Government Digital Governance Ability and Sustainable Development: A Case Study of Hunan Province

Strengthening the governance capacity of local governments in the digital domain is crucial to the modernization of the national governance system and the process of sustainable development. This paper integrates the concept of sustainable development drawing upon the principles of systems theory and adopts the logical analytical framework of “resource input–process transformation–result output” to construct a digital governance capacity indicator system for local governments. The focus is on three dimensions: basic resource input, network public opinion management, and digital service effectiveness. Using statistical data from the digital governance capacity indicators of 14 cities and prefectures in Hunan Province from 2018 to 2022 as a case study, we base our analysis on the index system constructed herein. Employing the entropy-weighted TOPSIS method and the obstacle degree model, we evaluate and analyze the digital governance capacity of the government in Hunan Province. Our findings indicate that the government’s digital governance capacity in Hunan Province has been on a rising trend overall. However, there are noticeable regional disparities in the strength of digital governance capacity across western, northern, central, and southern Hunan, particularly in terms of digital service effectiveness, which presents the most significant barriers to improvement. These results suggest that local governments should tailor their efforts to enhance digital governance capacity around resource allocation based on regional differences, the establishment of an online public opinion monitoring system, the optimization of government information disclosure mechanisms, the performance of government service platforms, and the strengthening of a two-way communication mechanism between the government and the public.

Digital agricultural technology services and farmers’ willingness to choose digital production technology in Sichuan province, China

IntroductionDigital agricultural technology service has the characteristics of high efficiency, convenience and flexibility, and plays an important role in the process of Chinese agricultural digitalization, which is of great significance for realizing the modernization and intelligent development of agricultural production.MethodsBased on micro-survey data of small-scale farmers in Sichuan Province, this study utilizes the OLS method and the mediation effect model to investigate the impact of digital agricultural technology services on farmers’ willingness to adopt digital production technologies and its underlying mechanisms.ResultsThe results indicate that digital agricultural technology services effectively enhance farmers’ willingness to adopt digital production technologies, especially among those engaged in cooperative. Further analysis of mechanisms suggests that digital agricultural technology services influence farmers’ choices of household production and management methods by expanding their information channels, enhancing their cognition of digital production technologies, and facilitating access to technology. Moreover, heterogeneous analysis reveals significant differences in the willingness of farmers with varying levels of digital literacy to adopt digital production technologies. Digital agricultural technology services have a more pronounced impact on the willingness of highly digitally literate farmers.DiscussionThe findings of this paper deepen our comprehension of the operational mechanisms of digital agricultural technology services in the context of agricultural development, and advocate for policy recommendations such as enhancing the supply of digital agricultural technology services, strengthening the role of new agricultural entities, improving farmers’ digital literacy training, and enhancing policy support systems.

Digital futures in mind: Why lived experience collaboration must guide digital mental health technologies

AbstractDigital mental health technologies and services are here. More are coming. Such technologies and services present both risks and opportunities. At their best, they may enhance the most humane, communal and caring parts of our social systems and communities. At their worst, they may reinforce reductionist approaches to distress and crisis, increase surveillance and control, as well as extracting data and wealth from people seeking care. In this paper, we argue that lived experience‐led governance and collaborative development of these technologies and services will enhance the best opportunities and mitigate against the biggest risks. This paper provides a commentary emerging from work by authors with lived experience, and those without, that explored accountability in digital mental health technologies and services. The commentary offers guidance to anyone interested in supporting lived experience‐led, and collaborative governance of, digital mental health technologies. This guidance, drawing on interdisciplinary and lived experience‐led research and grey literature, assists readers in understanding why collaboration should take place, when, where and with whom, on what issues this could start, and how collaborators should approach this.

The Effect of Automated Teller Machine (ATM) On Customer Satisfaction of Digital Services Users at Afghanistan Selected Commercial Banks (Afghanistan International Bank, Azizi Bank and Islamic Bank of Afghanistan)

This study investigates the impact of Automatic Teller Machines (ATMs) on customer satisfaction among users of digital services at commercial banks in Afghanistan, specifically Afghanistan International Bank, Azizi Bank, and Islamic Bank of Afghanistan. The banking sector in Afghanistan requires further development in expanding ATM infrastructure and enhancing customer satisfaction through improved user experience and support services. Utilizing a quantitative approach with multiple linear regression analysis, the research examines primary data collected through questionnaires as well as secondary data sources. The findings reveal a significant positive relationship between ATM usage and customer satisfaction. To enhance ATM availability and customer satisfaction, commercial banks in Afghanistan should strategically install and maintain ATMs, focusing on key locations in Kabul. Investing in ATM facilities can improve various dimensions of customer satisfaction.