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In de afgelopen jaren hebben technologische ontwikkelingen de aard van dienstverlening ingrijpend veranderd (Huang & Rust, 2018). Technologie wordt steeds vaker ingezet om menselijke servicemedewerkers te vervangen of te ondersteunen (Larivière et al., 2017; Wirtz et al., 2018). Dit stelt dienstverleners in staat om meer klanten te bedienen met minder werknemers, waardoor de operationele efficiëntie toeneemt (Beatson et al., 2007). Deze operationele efficiëntie leidt weer tot lagere kosten en een groter concurrentievermogen. Ook voor klanten kan de inzet van technologie voordelen hebben, zoals betere toegankelijkheid en consistentie, tijd- en kostenbesparing en (de perceptie van) meer controle over het serviceproces (Curran & Meuter, 2005). Mede vanwege deze beoogde voordelen is de inzet van technologie in service-interacties de afgelopen twee decennia exponentieel gegroeid. De inzet van zogenaamde conversational agents is een van de belangrijkste manieren waarop dienstverleners technologie kunnen inzetten om menselijke servicemedewerkers te ondersteunen of vervangen (Gartner, 2021). Conversational agents zijn geautomatiseerde gesprekspartners die menselijk communicatief gedrag nabootsen (Laranjo et al., 2018; Schuetzler et al., 2018). Er bestaan grofweg drie soorten conversational agents: chatbots, avatars, en robots. Chatbots zijn applicaties die geen virtuele of fysieke belichaming hebben en voornamelijk communiceren via gesproken of geschreven verbale communicatie (Araujo, 2018;Dale, 2016). Avatars hebben een virtuele belichaming, waardoor ze ook non-verbale signalen kunnen gebruiken om te communiceren, zoals glimlachen en knikken (Cassell, 2000). Robots, ten slotte, hebben een fysieke belichaming, waardoor ze ook fysiek contact kunnen hebben met gebruikers (Fink, 2012). Conversational agents onderscheiden zich door hun vermogen om menselijk gedrag te vertonen in service-interacties, maar op de vraag ‘hoe menselijk is wenselijk?’ bestaat nog geen eenduidig antwoord. Conversational agents als sociale actoren Om succesvol te zijn als dienstverlener, is kwalitatief hoogwaardige interactie tussen servicemedewerkers en klanten van cruciaal belang (Palmatier et al., 2006). Dit komt omdat klanten hun percepties van een servicemedewerker (bijv. vriendelijkheid, bekwaamheid) ontlenen aan diens uiterlijk en verbale en non verbale gedrag (Nickson et al., 2005; Specht et al., 2007; Sundaram & Webster, 2000). Deze klantpercepties beïnvloeden belangrijke aspecten van de relatie tussen klanten en dienstverleners, zoals vertrouwen en betrokkenheid, die op hun beurt intentie tot gebruik, mond-tot-mondreclame, loyaliteit en samenwerking beïnvloeden (Hennig-Thurau, 2004; Palmatier et al., 2006).Er is groeiend bewijs dat de uiterlijke kenmerken en communicatieve gedragingen (hierna: menselijke communicatieve gedragingen) die percepties van klanten positief beïnvloeden, ook effectief zijn wanneer ze worden toegepast door conversational agents (B.R. Duffy, 2003; Holtgraves et al., 2007). Het zogenaamde ‘Computers Als Sociale Actoren’ (CASA paradigma vertrekt vanuit de aanname dat mensen de neiging hebben om onbewust sociale regels en gedragingen toe te passen in interacties met computers, ondanks het feit dat ze weten dat deze computers levenloos zijn (Nass et al., 1994). Dit kan verder worden verklaard door het fenomeen antropomorfisme (Epley et al., 2007; Novak & Hoffman, 2019). Antropomorfisme houdt in dat de aanwezigheid van mensachtige kenmerken of gedragingen in niet-menselijke agenten, onbewust cognitieve schema's voor menselijke interactie activeert (Aggarwal & McGill, 2007; M.K. Lee et al., 2010). Door computers te antropomorfiseren komen mensen tegemoet aan hun eigen behoefte aan sociale verbinding en begrip van de sociale omgeving (Epley et al., 2007; Waytz et al., 2010). Dit heeft echter ook tot gevolg dat mensen cognitieve schema’s voor sociale perceptie toepassen op conversational agents.
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In this paper, we investigate whether and to what extent exposure to a company's social media activities over time is beneficial for corporate reputation, and whether conversational human voice mediates this relation. In a two-wave longitudinal survey among 1969 respondents, we assessed consumers' exposure to an international airline's social media activities, perceived level of conversational human voice and perception of corporate reputation. The results show that consumers' level of exposure to company social media activities precedes perceptions of corporate reputation. Also, conversational human voice mediates the relation between consumers' level of exposure to company social media activities and perceptions of corporate reputation. We discuss the implications of the results for the presence of organizations in social media.
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Research-based teacher education can be understood in different ways: as a call to understand teacher education institutions as research institutions, as the ambition to educate student teachers to have an inquiring attitude, as the basing of teacher education curricula on the latest research, or as a combination of all three.In this chapter we reflect on a method of connecting research, curriculum development and practice in teacher education, presenting a case study of a conversational community of teacher educators and researchers. The aim of the conversational community was to understand the process of curriculum design in teacher education as an inspiring and practical combination of design research, self-study, collaborative action research and curriculum study by teacher educators. This process was supported by a conversational framework in which curriculum development was understood as an ongoing dialogue between vision, intentions, design and practice in the teacher education curriculum. Using the conversational framework in this single case study of a conversational community, we have tried to connect teacher education research, curriculum development and practice in a meaningful way.
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This study investigates the evolvement of informalization of company communication on social media over time, based on actual social media data from the tourism industry. The development in the use of emoticons and emoji by companies is examined, as an expression of informalization and humanization of online company communication. We selected 33 companies from the tourism industry in The Netherlands and investigated their Facebook and Twitter messages supplemented with the messages of consumers who interacted with these companies, for the period 2011-2016. Results show that the use of emoticons and emoji in online company communication increased significantly over the period covered in this study, demonstrating a higher level of informalization of company communication. Since this is a key factor for improving relational outcomes, this finding has scholarly as well as managerial relevance. We discuss the implications of the results for the presence of organizations on social media
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The importance of specific professions for human rights realization is increasingly recognized. Journalists, teachers, and civil servants are all considered to play a role because their work affects individual rights. This is also the case for social workers. The connection between social work and human rights is evident in the large amount of literature explaining how human rights relate to social work. At the same time there is more attention for human rights localization. These fields of knowledge are related: social workers are local professionals and if they start applying human rights in their work this may influence human rights localization. This article contributes to existing debates on human rights localization by reflecting on the potential role of social workers in local human rights efforts in the Netherlands. Since human rights localization in general and human rights application in social work are recent phenomena in the Netherlands this provides a useful case study for a qualitative analysis on whether and how social workers can be regarded as actors in human rights localization. By connecting different actors that are said to play a role in human rights localization to proposed forms of human rights application by social workers this article identifies three possible roles for social workers in human rights localization: as human rights translators, as human rights advocates, and as human rights practitioners.
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Pauses in speech may be categorized on the basis of their length. Some authors claim that there are two categories (short and long pauses) (Baken & Orlikoff, 2000), others claim that there are three (Campione & Véronis, 2002), or even more. Pause lengths may be affected in speakers with aphasia. Individuals with dementia probably caused by Alzheimer’s disease (AD) or Parkinson’s disease (PD) interrupt speech longer and more frequently. One infrequent form of dementia, non-fluent primary progressive aphasia (PPA-NF), is even defined as causing speech with an unusual interruption pattern (”hesitant and labored speech”). Although human listeners can often easily distinguish pathological speech from healthy speech, it is unclear yet how software can detect the relevant patterns. The research question in this study is: how can software measure the statistical parameters that characterize the disfluent speech of PPA-NF/AD/PD patients in connected conversational speech?
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In this article we examine the experiences of the first and second author who have changed themselves to become newly attuned to the sun, or who have “become solar”. Motivated by calls to approach solar design in novel, less technocratic ways, we reflect on their one-year journey to gain a new relationship with solar energy as an explicitly more-than-human design (MTHD) approach. We argue that their perception of solar energy progressively worked to decentre them as human actors in this new solar-energy arrangement, revealing other nonhuman actors at play, instigating situations of care and attention to those nonhumans and ultimately guiding them towards what it means to be solar. For solar design, we see this approach as creating a new lens for solar designers to draw from. For MTHD, we see this acting as a practical example for designers seeking to begin transforming themselves in their own practice by taking initial steps towards a MTHD approach.
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