HCI in Business, Government and Organizations : 8th International Conference, HCIBGO 2021, Held As Part of the 23rd HCI International Conference, HCII 2021, Virtual Event, July 24–29, 2021, Proceedings

This book constitutes the refereed proceedings of the 8th International Conference on HCI in Business, Government and Organizations, HCIBGO 2021, which was held as part of HCI International 2021 and took place virtually during July 24-29, 2021. The total of 1276 papers and 241 posters included in the 39 HCII 2021 proceedings volumes was carefully reviewed and selected from 5222 submissions. The papers included in this book were organized in topical sections as follows: electronic, mobile and ubiquitous commerce; HCI in finance and industry; work and business operations; innovation, collaboration, and knowledge sharing; and digital transformation and artificial intelligence. Foreword HCI International 2021 Thematic Areas and Affiliated Conferences Contents Electronic, Mobile and Ubiquitous Commerce Consumers’ Acceptance of a Voice Commerce Application in FMCG in Germany, U.S. and U.K. 1 Introduction 2 Conceptual Framework 2.1 Technology Acceptance and Perceived Risk 2.2 Literature Review 2.3 Model and Hypotheses 3 Research Design 3.1 Presenting the Use Case 3.2 Data Collection 4 Results 5 Discussion, Recommendations and Limitations 6 Conclusion Appendix A: Operationalization of the Constructs Appendix B: The Effect Model for Each Country Appendix C: Test Result of Hypotheses for Moderating Effects References A Survey Study on Successful Marketing Factors for Douyin (Tik-Tok) 1 Background and Aim 1.1 History Short Video Apps and Douyin 1.2 Decreased Short Visual Attention in Advertisement 1.3 Aim of the Study 2 Related Work 2.1 Informativeness, Credibility, Entertainment, and Irritation 2.2 Incentives 2.3 Social Influence 2.4 Brand Awareness 2.5 Ad Value and Attitude 3 Theoretical Framework 4 Method 4.1 Participants 4.2 Survey 4.3 Social Media Data Analysis 5 Results 5.1 Survey Results 5.2 Result of Content Analysis of Video Comments 6 Discussion and Conclusion 6.1 Survey Results 6.2 Coding Results 6.3 Douyin Community Perception Towards Advertising 6.4 Theoretical/Practical Implication 6.5 Limitation and Future Research References Research on Experience Evaluation of Taobao Shopping Platform Service 1 Introduction 2 The Preliminary Construction of Experience Evaluation System of Online Shopping Service by Semantic Differential Method 2.1 Online Shopping Service Process Analyzing and Touch Point Identification 2.2 Collection and Selection of Service Indicators and Perceptual Words 2.3 Experience Evaluation of Online Shopping Service System Building 3 Perceived Differences in the Importance of Evaluation Indicators 4 Summary References Enhanced Product Presentation with Augmented Reality: The Role of Affective Reactions and Authenticity 1 Introduction 2 Augmented Reality 2.1 Definition of AR 2.2 AR in E-Commerce 3 Theoretical Framework 3.1 Stimulus 3.2 Organism 3.3 Response 4 Study 4.1 Study Participants 4.2 Measurement of Constructs 4.3 Data Collection and Design of the Study 5 Results 5.1 Assessment of the Measurement Model 5.2 Assessment of the Structural Model 6 Implications 7 Limitations and Further Research References Dimensions of Retail Customer Experience and Its Outcomes: A Literature Review and Directions for Future Research 1 Introduction 2 Literature Review Methodology 3 Findings 4 Research Agenda and Managerial Implications 5 Conclusion References Users’ Reception of Product Recommendations: Analyses Based on Eye Tracking Data 1 Introduction 2 Literature Review and Hypotheses 2.1 Product Preference Construction 2.2 Product Preference Uncertainty 3 Data 4 Data Analysis 4.1 Analysis of the Overall Attention to the Recommendations 4.2 Analysis of Attention to Different AOIs 5 Discussions and Limitations 6 Conclusions and Implications References Augmented Reality: Does It Encourage Customer Loyalty? 1 Introduction 2 Literature Review 2.1 Service Quality 2.2 Efficiency 2.3 Fulfilment 2.4 System Availability 2.5 Perceived Privacy Risks 2.6 Perceived Value 2.7 Hedonic Motivation 2.8 Consumers’ Loyalty Intentions 2.9 Research Model 3 Methodology 4 Results 4.1 The Measurement Model 4.2 The Structural Model 4.3 Summary of Results 5 Discussion 5.1 Theoretical Contribution 5.2 Implication for Practitioners 5.3 Limitations and Future Research 6 Conclusion References Application of User Research in E-commerce App Design 1 Overview of E-commerce App Design 1.1 E-commerce App 1.2 Current Situation of E-commerce App Design 2 Research and Analysis Methods of User Requirements 2.1 User Demand Research 2.2 Analysis of User Demand 3 User Demand Analysis of E-commerce App Based on Kano Model 3.1 Attributes of User Requirement 3.2 Target Population and Demand Extraction 3.3 Making Kano Questionnaire 3.4 Data Analysis 3.5 Kano Model Requirement Analysis 4 Application of E-commerce App Design References Social Commerce: The Mediating Effects of Trust and Value Co-creation on Social Sharing and Shopping Intentions 1 Introduction 1.1 Research Background and Motivation 2 Literature Review and Hypotheses 2.1 Social Presence and Trust 2.2 Social Presence and Value Co-creation 2.3 Social Support and Trust 2.4 Social Support and Value Co-creation 2.5 Social Commerce Constructs and Trust 2.6 Social Commerce Constructs and Value Co-creation 2.7 Trust and Social Shopping Intention 2.8 Trust and Social Sharing Intention 2.9 Value Co-creation and Social Shopping Intention 2.10 Value Co-creation and Social Sharing Intention 3 Research Methodology 3.1 Conceptual Framework 3.2 Sample and Data Collection 4 Data Analysis and Empirical Results 4.1 Hypotheses Testing 5 Discussion and Suggestions 5.1 Discussion and Conclusions 5.2 Managerial Implications 5.3 Limitations and Suggestions for Future Research References Dark Patterns in Online Shopping: of Sneaky Tricks, Perceived Annoyance and Respective Brand Trust 1 Introduction 2 The Rise of Dark Patterns 3 Methodology 3.1 Stimuli 3.2 Questionnaires 3.3 Ethics, Sampling and Study Period 3.4 Study Procedure 4 Results 5 Discussion and Limitations 6 Conclusion and Future Outlook References Methodical Framework and Case Study for Εmpowering Customer-Centricity in an E-Commerce Agency–The Experience Logic as Key Component of User Experience Practices Within Αgile IT Project Teams 1 Introduction 2 Current State of Customer Centricity in E-Commerce 2.1 Specifications of the Agency Perspective in E-Commerce 2.2 Exploiting the Layers of Customer Centricity 2.3 Creating Value Adding Customer Experiences 2.4 User Experience: From User- to Human-Centered Design 2.5 Agility and Interdisciplinarity in IT Project Management 3 Four-Phase Methodical Framework 4 Qualitative Methodical User Experience Study 4.1 Empirical Single Case Study Design 4.2 Results and Findings 4.3 Recommended Course of Action for the E-Commerce Agency Flagbit 5 Conclusion 6 Limitations and Future Perspective References HCI in Finance and Industry How Blockchain Innovations Emerge: From the Perspective of Knowledge Search 1 Introduction 2 Literature Review 2.1 Search Boundary 2.2 Innovation Novelty and Quality 2.3 R&D and Application Innovations 3 Research Model and Hypotheses 3.1 The Impact of Search Boundary 3.2 Blockchain R&D Innovation 3.3 Blockchain Application Innovation 4 Research Methodology 4.1 Data 4.2 Measures 4.3 Analyses 5 Results 6 Discussion and Conclusion 6.1 Theoretical Contributions 6.2 Practical Contributions 6.3 Limitations and Future Research Directions References The Impact of Integrated Market Power on Trade Credit and Cash Holding in US Retail Sector 1 Introduction 2 Literature Review and Hypotheses Development 2.1 Market Power 2.2 Cash Holding 2.3 Upstream Trade Credit 2.4 Integrated Market Power and Demand Uncertainty 2.5 Market Power and Cash 2.6 Integrated Market Power and Upstream Trade Credit 3 Data, Variables, Research Methods, and Preliminary Evidence 3.1 Data 3.2 Model Variables 4 Main Empirical Analysis 4.1 Summary Statistics and Correlation Tables 4.2 Factor Analysis Results 4.3 The Relationship Between Market Power and Demand Uncertainty 4.4 Regressions of Cash 4.5 Regressions of Trade Credit (AP) 4.6 Post-hoc Analysis 4.7 Discussions and Implications 5 Conclusions References Disentangling Technostress and Financial Stress Impacts on Users’ Psychophysiological Responses and Coping Behaviors in the Context of Mobile Banking 1 Introduction 2 Literature Review 2.1 Mobile Banking 2.2 What is Stress? 2.3 Technostress 2.4 Financial Stress 3 Proposed Experiment 3.1 Experimental Design 3.2 Measurements 4 Conclusion and Next Phase References Structure-Behavior Coalescence Method for Mobile Payment FinTech Service Systems Design 1 Introduction 2 Background 3 Method of Structure-behavior Coalescence 3.1 Channel-Based Mechanism 3.2 Entities of C-M-SBC-PA 3.3 Syntax of C-M-SBC-PA 3.4 State Expression of the System in C-M-SBC-PA 3.5 Transitional Semantics of C-M-SBC-PA 3.6 Transition Graph of FixIFD in C-M-SBC-PA 4 Application of Mobile Payment Fintech Service System 4.1 Mobile Payment FinTech Service System 4.2 C-M-SBC-PA State Expression of the Mobile Payment FinTech Service System 5 Conclusion References Human Factors in Industry 4.0 and Lean Information Management: Remodeling the Instructions in a Shop Floor 1 Introduction 2 Theoretical Background 2.1 Human Factor in Industry 4.0 and Operator 4.0 2.2 Lean Information Management 3 Remodeling the Routine Work Instruction in a Shop Floor: A Practical Case 3.1 Context Goals and Methods 3.2 Results and Discussion 4 Final Remarks and Future Work References Customer Solution Design – A New Agile Role Needed in the Automotive Industry to Support Digital Transformation? 1 Introduction 2 Current State of Customer Solution Design 2.1 Background 3 Related Work 4 Research Approach 4.1 Investigation of the Customer Solution Design Role 4.2 Derivation of a Customer Solution Design Approach 5 Analysis and Findings 5.1 Role of Customer Solution Design 5.2 Approach for Customer Solution Design 6 Final Evaluation and Recommendations 7 Conclusion References Mobile Wallet Adoption: Does Ubiquity Make a Difference? 1 Introduction 2 Theoretical Foundation and Hypotheses 2.1 Technology Adoption 2.2 Relative Advantage 2.3 Complexity or Perceived Ease of Use 2.4 Compatibility 2.5 Observability or Results Demonstrability 2.6 Trialability 2.7 Ubiquity 2.8 Intention to Use 2.9 Research Model 3 Methodology 4 Results 4.1 The Measurement Model 4.2 The Structural Model 4.3 Analysis by Data Group 4.4 Summary of Results 5 Discussion 5.1 Theoretical Contribution 5.2 Implication for Practitioners 5.3 Limitations and Future Research 6 Conclusion References Transferring Customers Trust and Loyalty on Offline Banks Towards Online Payment Platforms in Integrated Ecosystem 1 Introduction 2 Literature Review and Hypotheses 2.1 Trust 2.2 Trust Transfer 2.3 Loyalty 2.4 Loyalty Transfer 2.5 Corporate Reputation 2.6 Perceived Risk 2.7 Perceived Quality 2.8 Structure Assurance 3 Research Methodology 3.1 Conceptual Framework 3.2 Sample and Data Collection 3.3 Analysis Method 4 Data Analysis and Empirical Results 4.1 Structural Equation Modeling 4.2 Hypotheses Test 5 Discussion and Suggestions 5.1 Discussion and Conclusions 5.2 Managerial Implications 5.3 Limitations and Future Research References Information Technology as Enabler of Transparency in Food Supply Chains - An Empirical Study 1 Introduction 2 Method 2.1 Literature Review 2.2 Online Survey 2.3 Survey Sample 3 Results 3.1 Literature Review 3.2 Transparent Product Information Survey 4 Discussion 5 Conclusion References Work and Business Operations The New Normal? Motivators for and Hindrances to Telework 1 Introduction 2 Methodology 2.1 Literature Search and Selection 2.2 Literature Classification 3 Results 3.1 Organizational Adoption 3.2 Individual Adoption 4 Discussion and Conclusion References Addressing the “Unseens”: Digital Wellbeing in the Remote Workplace 1 Remote Work 1.1 It Does Matter Where You Work 1.2 Work-Life Boundaries 2 Digital Wellbeing in the Remote Workplace 2.1 Digital Wellbeing and HCI Research 2.2 Designing for Wellbeing 2.3 Levels of Analyzing Digital Wellbeing 2.4 The Net Effect on Wellbeing 3 Research Models and Measures 3.1 Design to Support Wellbeing 3.2 Measurement 4 Future Research 5 Conclusion References An Analysis and Evaluation of the Design Space for Online Job Hunting and Recruitment Software 1 Introduction 2 Literature Review 3 Design Research 3.1 Participatory Design with Job Seekers and Job Providers 3.2 Participants 3.3 Materials and Procedure 3.4 Results 3.5 Discussion 4 EdgeMap: A Minimal Viable Prototype 4.1 System Overview 4.2 Job Seeker Features 4.3 Job Provider Features 5 Usability Study 5.1 Study with Youth Participants 5.2 Study with Business Participants 6 Discussion and Future Work References Perceptions of Using Tracking and Tracing Systems in Work Environments 1 Introduction 2 Theoretical Background 2.1 Tracking and Tracing Systems (TATS) 2.2 Consequences of TATS on Employees 3 Research Aim 4 Method 4.1 Data Collection and Interviewees 4.2 Data Analysis 5 Findings 5.1 Benefits of Using TATS 5.2 Challenges in the Operation of TATS 5.3 Acceptance Factors for Operation 5.4 Influence of Experience 6 Discussion 6.1 Relevance of Type of Tracking 6.2 Monitoring-Privacy Dilemma 6.3 How to Create Acceptance for Employee Monitoring 7 Conclusion Appendix References A User Interface for Personalising WS-BPEL Scenarios 1 Introduction 2 Related Work 3 Prerequisites 3.1 Web Services QoS Attributes 3.2 Substitution Relationship Representation 3.3 WS-BPEL Scenario and Dataset Example 4 Interface Design and Functionalities 4.1 Preselection of the Top Candidate Service 4.2 User-Specified Exclusions 4.3 Number of Retrieved Candidates 5 Experimental Evaluation 5.1 Determining the Number of the Candidates Displayed Per Recommendation 5.2 Evaluation 6 Conclusion and Future Work References Blockchain-Based Load Carrier Management in the Physical Internet 1 Introduction 2 State of the Art 2.1 Blockchain in Logistics and SCM 2.2 Complex and Collaborative System Networks 3 Approach 3.1 Challenges 3.2 Architecture 3.3 Blockchain Technology Selection 4 Use Case 5 User Interface 6 Findings and Future Work References A Study of Factors Influencing the Adoption of Cloud-Based ERP System: The Perspective of Transaction Cost Economics 1 Introduction 2 Theoretical Background and Hypotheses 2.1 The Transaction Cost Economics (TCE) Perspective 3 Methodology and Research Design 3.1 Sample and Data Collection 3.2 Measurement Development/Operationalization of Constructs 4 Data Analysis and Results 4.1 Convergent and Discriminant Validity 4.2 Hypothesis Testing 5 Implications and Conclusions 5.1 Implications and Suggestions 5.2 Limitations and Suggestions for Future Researches 6 Conclusions References Organizational Resilience: Examining the Influence of Information Cost and Organizational Capacity on Business Continuity Management 1 Introduction 2 Importance of Engaging Business in the Emergency Management 3 Literature Review 4 Research Model Development and Hypotheses 4.1 Business Planning Information 4.2 Opportunities to Use Technologies to Increase Sales 4.3 Reducing the Cost of Regulation Compliance 4.4 Organization Size 5 Analysis and Result 6 Discussion 7 Conclusion References Innovation, Collaboration, and Knowledge Sharing A Study of Teamwork’s Productivity and Search Behavior Using Talent Themes for Grouping 1 Introduction 2 Theoretical Background and Hypotheses 2.1 Search Strategy 2.2 Self-efficacy 2.3 Participation 2.4 Teamwork’s Productivity 3 Methodology and Research Design 3.1 Data Analysis and Results 4 Discussion 5 Limitation 6 Conclusion References The Effect of Gamification on Knowledge Contribution in Online Q&A Communities: A Perspective of Social Comparison 1 Introduction 2 Theoretical Background and Hypotheses 2.1 Gamification in Online Communities 2.2 Social Comparison Theory 2.3 The Effect of Social Comparison on Knowledge Contribution 2.4 The Moderation Effect of User Involvement 3 Methods 3.1 Research Setting 3.2 Variables 3.3 Proposed Estimation Method 4 Discussion 5 Conclusion References Usability Assessment of a Jurisprudence System 1 Introduction 2 Contextualization and Related Works 2.1 Usability 2.2 Heuristic Evaluation 2.3 Usability Heuristics 2.4 Jurisprudence System 3 Study Settings 4 Results 4.1 HU1 - System Status Visibility 4.2 HU2 - Compliance Between the System and the Real World 4.3 HU3 - User Control and Freedom 4.4 HU4 - Consistency and Standards 4.5 HU5 - Error Prevention 4.6 HU6 - Minimization of the User's Cognitive Load 4.7 HU7 - Customization and Shortcuts 4.8 HU8 - Efficiency of Use and Performance 4.9 HU9 - Aesthetic and Minimalist Design 4.10 HU10 - User Assistance to Recognize, Diagnose and Recover from Errors 4.11 HU11 - Help and Documentation 4.12 HU12 - Pleasant and Respectful User Interaction 4.13 HU13 - Privacy 5 Limitations and Threats to Validity 6 Conclusions References Inside-Out: How Internal Social Media Platforms Can Accelerate Innovation and Push External Crowdsourcing Towards New Frontiers 1 Introduction: White Spot Internal Crowdsourcing 2 Theoretical Background 3 Empirical Analysis 3.1 Methodical Approach 3.2 Data Collection 4 Findings and Discussion 4.1 Key Components for Successful Internal Crowdsourcing Campaigns 4.2 Reasons for the Use of Either Internal or External Crowdsourcing 4.3 Internal Initiatives as a Potential Starting Point to Accelerate External Efforts 5 Further Research and Managerial Implications References The Need for New Education Platforms that Support Inclusive Social Learning: A Case Study of Online and Hybrid K-12 Learning Experience During the COVID-19 Pandemic 1 Introduction 1.1 Our Authentic Social Learning Model (ASLM) 2 Literature Review 2.1 The Impact of COVID-19 on Teachers 2.2 The Impact of COVID-19 on Students 2.3 G Suite for Education (GSE) 3 Methodology 4 Data Analysis 5 Discussion 5.1 The Switch to Online and Hybrid Learning Using GSE 5.2 Implementing Our ASLM with GSE 6 Recommendations 6.1 The Need for a Platform that Allows Students to Interact During Asynchronous Learning 6.2 The Need for a Platform that Allows Teachers to Monitor Small Group Sessions 7 Conclusion References Enterprise Social Media Use in Classroom Team Project: A Mixed-Methods Exploration of the Effects of Affordances on Team Productivity and Use 1 Introduction 2 Literature Review 2.1 Collaboration Systems for Learning Settings 2.2 ESM Affordances 2.3 ESM Interaction Perceptions and Performance and Usage Outcomes 3 Study Context 4 Mixed Methods 4.1 Design 4.2 Participants 4.3 Measures 5 Results 5.1 Quantitative Model Findings 5.2 Qualitative Findings: Microsoft Teams Affordances and Interaction Perceptions 5.3 Qualitative Findings: Microsoft Teams Impact on Team Productivity and Microsoft Teams Level of Usage 6 Discussion 6.1 Challenge 1 6.2 Challenge 2 6.3 Challenge 3 6.4 Challenge 4 7 Concluding Remarks References Digital Transformation and Artificial Intelligence Toward a Theory of Digital Mindfulness: A Case of Smartphone-Based Self-monitoring 1 Introduction 2 Research Background 2.1 Smartphone Use 2.2 Self-monitoring and Mindfulness 3 Hypotheses 3.1 Perceived Possibility of Smartphone Self-monitoring 3.2 Perceived Value of Smartphone Self-monitoring 3.3 Perceived Agency of Smartphone Self-monitoring 3.4 Perceived Productivity After Smartphone Self-monitoring 4 Methodology 5 Results 6 Discussion and Conclusion References Haptic Interaction for VR: Use-Cases for Learning and UX, Using the Example of the BMBF Project SmartHands 1 Introduction 2 Virtual Reality 2.1 The Difference Between VR and AR 2.2 Immersion, Presence and UX 2.3 The Role of the Senses in Immersive Systems 3 The Sense of Touch 4 Development of Haptic Devices 4.1 Desktop Haptics 4.2 Surface Haptics 4.3 Wearable Haptics 5 State-of-the-Art of Haptic Gloves 6 The Project SmartHands 7 Implication for e-business 8 Conclusion References Leveraging Artificial Intelligence in Medicine Compliance Check 1 Introduction 2 Literature Review 2.1 Existing Work on Medicine Compliance Check 2.2 Bidirectional Encoder Representations from Transformers (BERT) 2.3 Long Text Challenge of BERT 2.4 Data Enhancement 3 Model Design 3.1 Design of Logic-BERT 3.2 Data Augmentation with Logic Rules 4 Experiment 5 Conclusion and Future Work References Privacy, Ethics, Trust, and UX Challenges as Reflected in Google’s People and AI Guidebook 1 Introduction 2 Literature 3 Method 4 Results 5 Discussion 6 Limitations and Future Work 7 Conclusion References An Experiment on the Impact of Information on the Trust in Artificial Intelligence 1 Introduction 1.1 Background 1.2 Algorithm Accuracy 1.3 Model Interpretability 2 Methodology 3 Conclusions References Empirical Research as a Challenge in Day-to-Day Teaching During the Pandemic of 2020/21 - Practical Solutions 1 Relevance 2 Quantitative Marketing Research – A Case Study 3 User Experience Testing by Using Customer Experience Tracking 3.1 User Experience Testings Performed Online 3.2 User Experience Testings Performed Offline During a Pandemic 4 Final Evaluation and Recommendation References Designing the Empathetic Research IoT Network (ERIN) Chatbot for Mental Health Resources 1 Introduction 2 Background 3 Designing and Developing ERIN Chatbot 3.1 Step 1: Key Informant Interviews 3.2 Step 2: User Study 3.3 Step 3: Prototype Implementation 4 Exploring UX and Adoption Behavior 4.1 Method 4.2 Measurements 4.3 Results 4.4 Discussion 4.5 Limitations and Future Research References The Effect of Hubert Dreyfus’s Epistemological Assumption on the Philosophy of Artificial Intelligence 1 Introduction 2 Literature Review 2.1 The Views of Hubert Dreyfus in the Philosophy of Artificial Intelligence 2.2 The Effect of Hubert Dreyfus’s Epistemological Assumption on the Philosophy of Artificial Intelligence 3 Methodology 4 Results 5 Discussion 6 Conclusions References Human-Robot Interactions Design for Interview Process: Needs-Affordances-Features Perspective 1 Introduction 2 Background 2.1 Social Robot 2.2 Social Robot 2.3 Human Context in HRI 3 Case Study 3.1 Robot as an Interviewer 3.2 ‘Needs’ Associated with the Interview Process 3.3 Key Affordances 4 Discussion 4.1 Theoretical Contribution 4.2 Practical Implications 5 Conclusion and Future Research Avenues References Author Index This book constitutes the refereed proceedings of the 8th International Conference on HCI in Business, Government and Organizations, HCIBGO 2021, which was held as part of HCI International 2021 and took place virtually during July 24-29, 2021. The total of 1276 papers and 241 poster papers included in the 39 HCII 2020 proceedings volumes was carefully reviewed and selected from 5222 submissions. The papers included in this book were organized in topical sections as follows: electronic, mobile and ubiquitous commerce; HCI in finance and industry; work and business operations; innovation, collaboration, and knowledge sharing; and digital transformation and artificial intelligence