Employees’ Acceptance of AI Integrated CRM System: Development of a Conceptual Model

Chatterjee, Sheshadri; Tamilmani, Kuttimani; Rana, Nripendra P.; Dwivedi, Yogesh K.

doi:10.1007/978-3-030-64861-9_59

Cited by 5 publications

(3 citation statements)

References 57 publications

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“…As the health-care industry has shifted towards a quality-based care model, as opposed to a volume-based model, to provide high-quality services to their patients. These initiatives have had a significant impact on both patient satisfaction and the health-care industry as a whole, providing a strong foundation for short-and long-term success (Chatterjee et al, 2020;Yıldırım et al, 2022;Thrassou et al, 2023). The present study aims to investigate the reasons why patients use the internet for health-related information and how this affects their interactions with physicians.…”

Section: Relationship Between Variablesmentioning

confidence: 99%

Exploring the impact of patient internet usage on patient–physician interaction, satisfaction and revisit intention: a comprehensive study

Kamboj,

Agrawal,

Chatterjee

et al. 2023

IJLMA

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Purpose The ubiquity of the internet has extended immense informational power to patients around the world who previously had abysmal knowledge about the disease they are suffering from. With a large amount of information in their hands, these educated and well-informed patients are cultivating deeper relationships and engagement with their physicians through meaningful interactions. This study aims to investigate the influence of patients’ internet usage and their interactions on their intentions to revisit and foster relationships with their physicians. Design/methodology/approach A survey-based questionnaire was administered at four government hospitals in Pune, involving a sample size of 400. The study intends to use structural equation modelling (SEM) to examine the hypothesized relationships identified within the research analysis. Findings The findings of this study indicate that patients report higher levels of satisfaction and intention to revisit when they have a strong interaction with their physician. Research limitations/implications This study provides valuable inputs to the hospital authorities and health-care-related policy makers. This study also contributes to the overall body of literature on health care information system, behavioural aspects of patients and doctors as well as other health-care-related staffs in hospitals. Originality/value The study adds values to the overall body of literature for both hospital information system, patient interaction and health care policy. To date, no research has examined the association between patient–physician interactions conducted through internet channels and subsequent behavioural intentions. Moreover, the study investigates the behavioural aspects of patients and health-care staffs, which adds value towards the body of knowledge in the extant literature.

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Section: Relationship Between Variablesmentioning

confidence: 99%

Exploring the impact of patient internet usage on patient–physician interaction, satisfaction and revisit intention: a comprehensive study

Kamboj,

Agrawal,

Chatterjee

et al. 2023

IJLMA

View full text Add to dashboard Cite

show abstract

“…The literature highlights facilitating conditions as one of the crucial variables in understanding organizational intentions to adopt and utilize new technology (Abbad, 2021;Congo & Choi, 2022). High facilitating conditions signal to employees that the organization is prepared and committed to supporting the technology adoption process (Chatterjee et al, 2020). This readiness fosters a positive attitude among employees and encourages them to adopt the new technology (Duarte & Pinho, 2019).…”

Section: Facilitating Conditionsmentioning

confidence: 99%

Lights, Camera, Metaverse!

Kumar,

Shankar,

Behl

et al. 2023

Journal of Global Information Management

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This study investigates organizations' intention to use the industrial metaverse. The unified theory of acceptance and use of technology (UTAUT) is used as an underpinning theory to examine the impact of performance expectancy, effort expectancy, social influence, and facilitation condition on the intention to use the industrial metaverse. The results of this study reveal that performance expectancy, social influence, and facilitating conditions significantly influence the intention to use the industrial metaverse. Moreover, the intention to use the industrial metaverse significantly influences organizational agility and firm performance. Further, the results of moderation hypotheses indicate that the impact of both performance expectancy and social influence on intention to use the industrial metaverse varies at high and low levels of firm innovativeness. The study's findings will enrich the metaverse literature. Further, it provides a deeper understanding of industrial metaverse adoption from a B2B perspective using the underpinnings of UTAUT. The study helps organizations understand the enablers of industrial metaverse usage intention.

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“…Therefore, the original UTAUT model has been contextualized and modified by multiplying the number of constructs by many scholars to improve this model’s capability to predict technology adoption and use more efficiently (Alaiad and Zhou, 2014; Al Aufa et al, 2020; Foon and Fah, 2011; Zhang et al, 2019). The development and effectiveness of advanced and innovative emerging technology rely on individuals’ behavioral intentions toward acceptance and use (Chatterjee et al, 2020a). However, effective adoption and broad use of emerging technological innovations in healthcare essentially require to be accepted by both healthcare professionals and care receivers during the examination and treatment processes.…”

Section: Introductionmentioning

confidence: 99%

Patients’ behavioral intentions toward robotic adoption in healthcare: An approach on apprehension of embedding robotics

Kamani,

Kalisz,

Szyran-Resiak

2023

Journal of General Management

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The ubiquitous healthcare sector requires a variegated set of emerging innovations and advanced technologies in the healthcare sector. Healthcare stakeholders in a turbulent marketplace continuously strive to maintain relevance; thus, the healthcare robotics notion has emerged to become a game-changer in the human realm. These emerging systems provide new possibilities to create a core value for stakeholders, specifically care providers and care receivers, in the turbulent environment. Although robotics is moving forward in healthcare, human inertia and apprehension are still anchors exerting robotics. Human behaviors and attitudes may change with time and in different circumstances. This paper aims to contribute a new perspective to the patients’ degree of apprehensions—trust, ethical, privacy, and legal concerns—which affect their behavioral intentions toward robotics adoption in healthcare by considering the moderating effect of social crises, including the aging and COVID-19 pandemic. The brink of a robotic era is encountered with challenges, including the aging population and COVID-19 for public and private healthcare stakeholders worldwide. Hence, this study’s essential support is to investigate emerging technology adoption and hurdles to ascertain how the patients’ behavioral intentions might affect robotic adoption in healthcare. Furthermore, this paper examines the anchors’ factors that affect individual behavioral intentions to successfully propose remedies to embed robotics in the human realm. The results indicate that trust, privacy, and ethical concerns are direct predictors of behavioral intentions toward robotic adoption. Moreover, behavioral intentions toward robotics adoption significantly affect the actual use of robotics in the healthcare industry in the future. Furthermore, social inertia, including aging and pandemics, significantly and positively affects behavioral intentions toward healthcare robotic adoption and use. Finally, both aging and pandemic positive interactions affect actual robotic use in the future of the healthcare industry.

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Employees’ Acceptance of AI Integrated CRM System: Development of a Conceptual Model

Cited by 5 publications

References 57 publications

Exploring the impact of patient internet usage on patient–physician interaction, satisfaction and revisit intention: a comprehensive study

Exploring the impact of patient internet usage on patient–physician interaction, satisfaction and revisit intention: a comprehensive study

Lights, Camera, Metaverse!

Patients’ behavioral intentions toward robotic adoption in healthcare: An approach on apprehension of embedding robotics

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