Artificial intelligence (AI)-powered chatbots are changing the nature of service interfaces from being human-driven to technology-dominant. As a result, customers are expected to resolve issues themselves before reaching out to customer service representatives, ultimately becoming a central element of service production as co-creators of value. However, AI-powered interactions can also fail, potentially leading to anger, confusion, and customer dissatisfaction. We draw on the value co-creation literature to investigate the process of co-destruction in AIpowered service interactions. We adopt an exploratory approach based on in-depth interviews with 27 customers who have interacted with AI-powered chatbots in customer service settings. We find five antecedents of failed interactions between customers and chatbots: authenticity issues, cognition challenges, affective issues, functionality issues, and integration conflicts. We observe that although customers do accept part of the responsibility for co-destruction, they largely attribute the problems they experience to resource misintegration by service providers. Our findings contribute a better understanding of value co-destruction in AI-powered service settings and provide a richer conceptualization of the link between customer resource loss, attributions of resource loss, and subsequent customer coping strategies. Our findings also offer service managers insights into how to avoid and mitigate value co-destruction in AI service settings.

The generation and use of customer insight in marketing decisions is poorly understood, partly due to difficulties in obtaining research access and partly because market-based learning theory views knowledge as a fixed asset. However, customer insight takes many forms, arrives at the organisation from increasingly diverse sources and requires more than mere dissemination if it is to be useful. A multiple case study approach is used to explore managerial practices for insight generation and use. Multiple informants from each of four organisations in diverse sectors were interviewed. Findings reveal the importance of value alignment and value monitoring across the insight demand chain, to complement the information processing emphasis of extant research. Within the firm, the study suggests the importance of customer insight conduct practices including insight format, the role of automation and insight shepherding, to complement the much-researched process perspective. The study provides a basis for assessing the effectiveness of insight processes by both practitioners and scholars.

Young people are constantly targeted by online advertisements. This systematic literature review aims to identify the principal factors that influence young people's attitude towards online advertising. It seeks to understand if the influence of online advertising is dependent on gender and age differences in young people. The methodology involves the systematic review of empirical studies published from 1994 to 2020 and identifies the factors that impact young people's attitude towards online advertising. The review commences with a scoping study and follows the PRISMA structure, which includes identifying studies, screening and evaluation, the analysis and synthesis of studies, and the presentation of the final studies. This work reveals two main observations from a thematic content analysis of the appraised studies. The first relates to the principal factors influencing young people's attitude towards advertising. These factors comprise informativeness, entertainment, irritation, credibility, personalisation, and interactivity. In general, studies show that when informativeness, entertainment, credibility and interactivity are present, the more positive the attitude towards advertising is, while irritation fosters an unfavourable attitude. Studies provide a dichotomous stand on personalisation. The second relates to young people's age and gender. Our review notes that earlier studies lack focus on audiences predominantly between 10 and 15 years.

This study examines how human resources in the Maltese Public Service adopt new work practices in response to COVID-19 public health measures during the first wave of the pandemic. We analyze the data we collected through seven focus group discussions and ten in-depth interviews with Public Service employees and managers in a diversity of ministries and roles. Our study reveals that Public Service policies promoting remote working relied exclusively on the service's IT infrastructure. However, the ability to respond to customer needs effectively in a time of surging demand relied entirely on effective employees' access to responsive and efficient ICT support as well as employees' prior experience with remote work modes and their predisposition to change to remote working. Adopting remote working modes uncovered inherent weaknesses in the Public Service IT infrastructure that put additional strain on the Government's centralized IT support function, especially when Public Service employees adopted tools not supported by the centralized IT support. In circumstances where centralized IT support was ineffective, Public Service employees relied on their own knowledge resources which they informally shared in groups of practice or employed operant resources (or tacit knowledge) to achieve service level objectives. These observations suggest that in times when organizations respond to immediate and unprecedented change, human resources seek to adapt by relying on tacit knowledge that is shared among people in known (often informal) groups of people with a common interest or role.

This is the protocol for a Campbell systematic review. The objectives are as follows: The main aim of this systematic review is to identify whether hospital leadership styles predict patient safety as measured through several indicators over time. The second aim is to assess the extent to which the prediction of hospital leadership styles on patient safety indicators varies as a function of the leader's hierarchy level in the organization.