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    Article

    Chatbot commerce—How contextual factors affect Chatbot effectiveness

    The emergence of Chatbots has attracted many firms to sell their merchandise via chats and bots. Although Chatbots have received tremendous interest, little is understood about how different usage contexts aff...

    Pei-Fang Hsu, Tuan (Kellan) Nguyen, Chen-Ya Wang, Pei-Ju Huang in Electronic Markets (2023)

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    Article

    When customers want to become frontline employees: an exploratory study of decision factors and motivation types

    Labor shortages have long been an issue in the service industry. One pool of potential dedicated and skilled employees that has remained untapped is customers. This study explores the customer to frontline emp...

    Chen-Ya Wang, Priyanko Guchait, Cheng-Hsin Chiang, Wan-Ting Weng in Service Business (2017)

  3. No Access

    Article

    Toward a ubiquitous personalized daily-life activity recommendation service with contextual information: a services science perspective

    In recent years, services science has emerged as a discipline of increasing importance, and one that aims to promote service innovation and increase service productivity by aligning disparate scientific, manag...

    Chen-Ya Wang, Yueh-Hsun Wu, Seng-Cho T. Chou in Information Systems and e-Business Managem… (2010)