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The Impact Of Artificial Intelligence In The Customer Journey: A Case Study Of Bosch Usa And Defy South Africa, Tariro S. Munyengeterwa
The Impact Of Artificial Intelligence In The Customer Journey: A Case Study Of Bosch Usa And Defy South Africa, Tariro S. Munyengeterwa
Electronic Theses and Dissertations
Artificial intelligence (AI) continues to gain traction and is increasingly reshaping the media and marketing communications field. While significant research has been conducted on the impact of AI in other fields, there is little empirical evidence on how AI is affecting the customer journey. The present study explored both organizations’ current use of AI tools and how customer perceptions about AI affect AI usage and adoption through the lens of diffusion of innovation theory. The research was conducted using mixed-method qualitative research. In-depth interviews and a case study content analysis were conducted to collect and analyze the data. The results …
Analyzing Social Media Implementation In Hospitals In The U.S. Midwest Region, Dalsang Chung, C. Christopher Lee, David Hwang
Analyzing Social Media Implementation In Hospitals In The U.S. Midwest Region, Dalsang Chung, C. Christopher Lee, David Hwang
Journal of International Technology and Information Management
The purpose of this research is to explore to what scale hospitals are adopting social media and implementing it in accordance with hospital characteristics. We reviewed hospitals’ social media activities on social networking sites such Facebook, Twitter, Instagram, and YouTube. We studied the 912 hospitals in the Midwest region reported in the 2015 American Hospital Association Annual Survey dataset. We reviewed each hospital’s social-networking page to understand the scale of social media adoption relative to the hospital’s characteristics such as bed count, state, ownership type (control), and specialty (service). We also considered whether the hospital is in a network and …