The role of digital technologies in shaping the post-pandemic world : 21st IFIP WG 6. 11 Conference on e-Business, e-Services and e-Society, I3E 2022, Newcastle upon Tyne, UK, September 13-14, 2022, Proceedings

This book constitutes the refereed proceedings of the 21st IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2022, which took place Newcastle-upon-Tyne, UK, in September 2022. The 37 papers presented in this volume were carefully reviewed and selected from 72 submissions. They were organized in topical sections as follows: Artificial intelligence; Data and Analytics; Careers and ICT; Digital Innovation and Transformation; Electronic Services; Health and Wellbeing; Pandemic; Privacy, Trust and Security. Preface Organization Contents Artificial Intelligence Artificial Intelligence Adoption for FinTech Industries - An Exploratory Study About the Disruptions, Antecedents and Consequences 1 Introduction 2 Theory Development 3 Research Methodology 3.1 Data Collection 3.2 Data Analysis 4 Findings 4.1 Drivers of AI Adoption in the FinTech Industry 4.2 Positive Outcomes of AI Adoption in the FinTech Industry 4.3 Adverse Outcomes of AI Adoption in the FinTech Industry 5 Discussion 6 Conclusion References The Role of Organizational Culture on Artificial Intelligence Capabilities and Organizational Performance 1 Introduction 2 Theoretical Background and Constructs 2.1 Organizational Culture 2.2 Artificial Intelligence 2.3 Organizational Performance 3 Research Design and Hypotheses 4 Results 4.1 Measurements and Reliability 4.2 Hypotheses Testing 5 Discussion 6 Conclusions References Artificial Intelligence Ambidexterity, Adaptive Transformation Capability, and Their Impact on Performance Under Tumultuous Times 1 Introduction 2 Theoretical Context and Proposition 2.1 Artificial Intelligence and Its Ambidextrous Use 2.2 Adaptive Transformation Capability and Competitive Performance Under COVID-19 3 Research Methodology and Dataset 3.1 Survey and Data Collection Procedure 3.2 Measures and Composite Operationalization 4 Model Specification and Analyses 4.1 A Composite-Based SEM 4.2 Proposition Testing 5 Discussion and Implications 5.1 Theoretical and Practical Implications References AI Technologies for Delivering Government Services to Citizens: Benefits and Challenges 1 Introduction 2 Literature Search Methodology 3 AI Technologies: An Overview 3.1 AI Technologies for Government 3.2 AI Technologies for Citizens 4 Benefits of Using Artificial Intelligence 4.1 Benefits of Using Artificial Intelligence for Government 4.2 Benefits of Using Artificial Intelligence for Citizens 5 Challenges of Using Artificial Intelligence 5.1 Challenges Related to Government 5.2 Challenges Related to Citizens 6 Recommendations 7 Conclusion References From Responsible AI Governance to Competitive Performance: The Mediating Role of Knowledge Management Capabilities 1 Introduction 2 Background 3 Research Model 4 Methodology 4.1 Data Collection 5 Analysis 5.1 Measurement Model 5.2 Structural Model 6 Discussion 6.1 Implications for Research 6.2 Implications for Practice 6.3 Limitations and Future Research References The “Other” Agent: Interaction with AI and Its Implications on Social Presence Perceptions of Online Customer Experience 1 Introduction 2 Literature Review 2.1 AI-Based Agents 2.2 Anthropomorphism, Para-Social Interaction and Personalisation 2.3 Social Presence of the Customer Experience 3 Methodology 3.1 Sample 3.2 Measures and Procedure 4 Analysis and Results 4.1 Measurement Model 4.2 Hypotheses Testing 5 Discussion and Conclusion 5.1 Discussion 5.2 Limitations 5.3 Future Research 5.4 Conclusion References Deriving Design Principles for AI-Adaptive Learning Systems: Findings from Interviews with Experts 1 Introduction 2 Theoretical Background 3 Research Method 4 Presentation of Results 4.1 Meaningful Features and Functionalities of AI-ALS 4.2 Features and Functionalities of AI-ALS that Had Issues 4.3 Meaningful Features and Functionalities of AI-ALS 5 Discussion 6 Implications and Future Recommendations References The Impact of Functional and Psychological Barriers on Algorithm Aversion – An IRT Perspective 1 Introduction 2 Background 2.1 AI Decision and Algorithm Aversion 2.2 Innovation Resistance 3 Model and Hypothesis Development 3.1 Usage Barrier 3.2 Value Barrier 3.3 Risk Barrier 3.4 Tradition Barrier 3.5 Image Barrier 4 Methodology 4.1 Measurement Development 4.2 Data Collection and Analysis 5 Results and Discussion 5.1 Hypothesis Test Results 5.2 Implications 5.3 Limitations and Future Research References Data and Analytics Understanding Opportunities and Threats of Learning Analytics in Higher Education – A Students’ Perspective 1 Motivation 2 Theoretical Foundation 2.1 Learning Analytics 2.2 Opportunities of Learning Analytics 2.3 Threats of Learning Analytics 3 Research Design 4 Results 4.1 Learning Analytics Opportunities from Students’ Perspective 4.2 Learning Analytics Threats from Students’ Perspective 5 Discussion 6 Conclusion References Methods and Tools for Social Media Analytics to Support Citizen Relationship Management: A Dataset Analysis of Tweets from Germany and South Africa 1 Introduction 2 Literature Review 3 Research Method 4 Results and Analysis 4.1 Social Media Monitoring with NVivo 4.2 Performing SMA Sentiment Analysis with uClassify 4.3 Visualisation in SMA 5 Discussion 6 Conclusion and Future Work References The Impact of Machine Learning-Based Techniques on the Scouting and Screening Processes of Early-Stage Venture Capital Firms 1 Introduction 2 Related Work 3 Research Design 4 Findings and Discussion 4.1 ML Impacts in the Sourcing Phase 4.2 ML Impacts in the Screening Process 4.3 The Overall Impact of AI in Early-Stage VC 5 Conclusion References Extended SESIM: A Tool to Support the Generation of Synthetic Datasets for Human Activity Recognition 1 Introduction 2 Related Works 2.1 Smart Environments 2.2 SE and HAR: A Research Timeline 2.3 Human Activities 3 Proposed Approach 3.1 Simulation 3.2 ML for HAR 4 Experimental Work and Results 4.1 Results 5 Conclusion and Future Work References Careers and ICT Virtual Internships as Employer-Led Initiatives: Success Criteria and Reflections on the Diversification of Internships 1 Introduction 2 Success Factors for Employer-Run Virtual Internships 2.1 Information Accuracy (Expectation Management) 2.2 Social Influence (Role of Important and Significant Others) 2.3 Support and Assistance (Resources, Mentoring and Training) 3 Methods 3.1 Data Collection Procedure 3.2 Participant Description 3.3 Measures 4 Results 4.1 Description of the Internship Experience 4.2 Correlations and Group Comparisons 4.3 Hypothesis Testing and Exploratory Analyses 5 Discussion and Conclusions 5.1 Practical Implications and Key Lessons 5.2 Limitations of Current Study 5.3 Future Research Trajectories References Teachers’ Preparedness for Integrating Programming and Computational Thinking in Art and Crafts 1 Introduction 1.1 Moving from Curriculum to Practice - New Demands on the Teachers? 2 Background: Programming and CT in Compulsory Education 3 Theoretical Foundation: Barriers for Technology Integration 4 Research Design, Methods and Data 4.1 Interviews 4.2 Coding and Analysis of Data 5 Findings 5.1 First-Order Barriers 5.2 Second-Order Barriers 6 Summary and Implications for Further Work References Factors Influencing Women’s IT Career Choice in South Africa 1 Introduction 2 Literature Review 2.1 Intrinsic Factors 2.2 Extrinsic Factors 2.3 IT as a Career 2.4 Conceptual Model 3 Research Design 4 Women in IT – Results 4.1 Measurement Items 4.2 Exploratory Factor Analysis 4.3 Pearson’s Correlations 4.4 Key Findings and Recommendations 5 Conclusions and Future Research References Digital Innovation and Transformation Digital Transformation in the Public Sector: Investigating Success Factors in IRIDA System 1 Introduction 2 Theoretical Background 3 Methodology 4 Results 5 Discussion 6 Conclusion References The Role of Digital Transformation in Fostering Transparency: An e-Court System Case Study 1 Introduction 2 Relevant Studies 3 The Case of e-Court System in the KRI 4 Research Methodology 5 Results and Discussion 6 Conclusion References How Can Hackathons Facilitate Employee-Driven Digital Innovation in Public Organizations? 1 Introduction 2 Background 3 Research Methodology 3.1 Problem Formulation 3.2 Building, Intervention, and Evaluation 3.3 Reflection and Learning 3.4 Formalization of Learning 4 Expected Results References Agility as a Driver of Digital Transformation - a Literature Review 1 Introduction 2 Methodology 3 Analysis and Results 3.1 Connections Between Agility and Digital Transformation 3.2 Agility Comprehension 3.3 Relevant Agile Practices, Methods, and Scaling Frameworks 3.4 Agility Characteristics 4 Discussion 5 Conclusion and Limitations Appendix References Clustering Design Science Research Based on the Nature of the Designed Artifact 1 Introduction 2 Design Science Research: Classifying the Design Artifacts, Knowledge Contributions, and Research Activities 3 Methodology 4 Findings 4.1 Design Science Studies Presenting Constructs 4.2 Design Science Studies Presenting Models 4.3 Design Science Studies Presenting Methods 4.4 Design Science Studies Presenting Instantiations 5 Discussion and Conclusion References Information Systems Strategy: A Multiple Criteria Decision Analysis Perspective for Business Performance in SMEs 1 Introduction 2 Theoretical Background 3 Methodology 3.1 Data Collection 3.2 The MUSA Method 4 Results 5 Discussion 6 Conclusion References Electronic Services The Role of Quality, Trust, and Empowerment in Explaining Satisfaction and Use of Chatbots in e-government 1 Introduction 2 Background and Related Work 2.1 Information, System, and Service Quality 2.2 Human Empowerment 2.3 Trusting Beliefs 3 Hypotheses and Conceptual Model 3.1 Quality and Empowerment 3.2 Quality and Trusting Beliefs 3.3 Empowerment, Trust, Satisfaction and Intention to Use 4 Method 4.1 Data Collection 4.2 Measures 4.3 Data Analysis 5 Findings 6 Discussion and Conclusion Appendix References The Experiential View of Regressive Discontinuance 1 Introduction 2 Theoretical Background 2.1 IS Discontinuance 2.2 Regressive Discontinuance and Expectation Confirmation Theory 3 Research Methodology 3.1 Associated Interviews 3.2 Data Analysis 4 Findings and Model Development 4.1 Dissatisfaction 4.2 System Concerns 4.3 Information Concerns 4.4 Social Network Concerns 4.5 Communication Concerns 4.6 Individual Specific Concerns 4.7 Emotions 4.8 Regressive Discontinuation 5 Discussion 5.1 Theoretical Implications 5.2 Practical Implications 6 Conclusion, Limitations, and Future Research References Acceptance of Common Service Centers versus Self-service e-Government Portal: An Uncertainty Reduction Perspective 1 Introduction 2 Literature Review 2.1 Previous Research on e-Government Services 2.2 Theoretical Background 3 Research Methodology: A Mixed Method Approach 3.1 Research Context 3.2 Data Collection 4 Preliminary Findings 5 Future Research References Factors Affecting Adoption of eWOM Communications: A Synthesis of Research Using Meta-analysis 1 Introduction 2 Literature Review 3 Research Method 3.1 Selection of Studies 3.2 Meta-analysis Procedure 4 Meta-analysis 5 Discussion 6 Conclusion References The Use of Structuration Theory in Empirical Information Systems Research: A Systematic Literature Review 1 Introduction 2 Overview of the Structuration Theory 3 Method 4 Results and Discussions 4.1 Overview of the Selected Structuration-Oriented Empirical IS Literature 4.2 Use of Structuration Theory in Empirical IS Research 4.3 Structuration Theory Concepts used in Empirical IS Research 4.4 A Short Discussion on the Findings 5 Conclusion References Health and Wellbeing Affordances of Sleep-Tracking: Insights from Smart Ring Users 1 Introduction 2 Background 3 Method 3.1 Research Context 3.2 Data Collection 3.3 Data Analysis 4 Affordances of Sleep-Tracking with a Smart Ring 4.1 Dynamic Goal Setting 4.2 Self-quantification 4.3 Learning 4.4 Nudging 5 Discussion and Conclusion 5.1 The Affordance-Features for Sleep-Tracking 5.2 Implications 5.3 Limitations and Future Research References Understanding the Patients’ Usage of Contactless Healthcare Services: Evidence from the Post-COVID-19 Era 1 Introduction 2 Literature Review and Hypotheses Development 2.1 Theoretical Background 2.2 Hypotheses Development 3 Research Methodology 3.1 Questionnaire Development 3.2 Instrument Design, Participants, and Data Collection 4 Data Analysis 4.1 Measurement Model 4.2 Structural Model (Hypotheses Testing) 5 Discussion 6 Theoretical and Practical Implications 7 Limitations and Future Work References Motivations and Challenges Related to the Use of Fitness Self-tracking Technology 1 Introduction 2 Literature Review 2.1 Self-tracking 2.2 Motivations for Self-tracking 2.3 Outcomes of Self-Tracking 2.4 Theoretical Background 3 Research Methodology 4 Data Analysis and Findings 4.1 Demographic Analysis 4.2 Measurement Model, Structural Model and Hypothesis Testing 4.3 Findings 5 Discussion 6 Conclusion References Pandemic Who’s the Bigger Brand After COVID-19 Pandemic? An Assessment of Fan Engagement During Euro 2020 1 Introduction 2 Literature Review 2.1 Brand Communities, Brand Involvement and Promotion of Digital Platforms 2.2 Fan Engagement, Athletes and Sports Organizations as Role Models 2.3 Entrepreneurship, Sport Management and Women’s Sports 2.4 COVID-19, Euro 2020 3 Methodology 4 Results and Discussions 5 Limitations and Recommendations for Future Work 6 Conclusions References Online Shopping Behaviour in South Africa During the COVID-19 Pandemic 1 Introduction 2 Literature Review 2.1 South African Online Shopping Behaviour 2.2 Acceptance of Technologies 2.3 Communication 2.4 Products Purchased Online 2.5 Methods of Payment and Delivery 2.6 Effect of COVID-19 on Online Shopping 2.7 Working from Home 3 Research Design 3.1 Academic Theory 4 Online Shopping Survey Results 5 Managerial Recommendations 6 Conclusions and Future Research References Technology Legitimation and User Resistance: The NHS COVID-19 App 1 Introduction 2 Literature Review 2.1 Legitimacy 2.2 User Resistance 3 Methodology 4 Preliminary Findings 4.1 Legitimacy of the App, and How It Relates to Adoption and Non-adoption 4.2 Usage and Workaround Behaviours 4.3 Next Steps References The Impact of Improvisational and Dynamic Capabilities on Business Model Innovation During COVID-19: A Composite-Based Approach 1 Introduction 2 Theory and the study’s Framework 2.1 Capability Perspective, Dynamic and Improvisational Capabilities 2.2 Hypotheses Development 3 Methods and Composite-Based Analyses 4 Empirical Results and Interpretation 5 Discussion Appendix A: Measurement items References The Ephemeral and Information Systems Research: Conceptualizing Ephemerality in a Post-pandemic World 1 Introduction 2 Theoretical Background 3 Methodological Approach 4 Interdisciplinary Review of the Ephemeral 4.1 Short-Lived: Speed, Compression, Limitation 4.2 Repetitive: Anticipated, Varied 4.3 Recombinatory: Multiple Possibilities 4.4 Unstable, Durable 5 A Review of the Ephemeral in IS 5.1 The Nature of IS/IT 5.2 Digital/Digitalization 5.3 Information and Knowledge 5.4 Organisation 5.5 Online Groups, Communities, Teams 5.6 Social Media 5.7 Blockchain Technology 5.8 Miscellaneous Contexts 6 Defining and Characterizing Ephemerality 7 Ephemeral Characteristics: IS Congruence/Incongruence 8 Conclusion References Modelling User Experience, Emotions and Concerns for Predicting Firm Response-the Case of Low-Cost Carriers During Pandemic 1 Introduction 2 Literature Review and Hypothesis Development 2.1 Low-Cost Carriers (LCCs) Services in India 2.2 Types of Complainers 2.3 Emotions of the Customers 2.4 Type of Complain Text 2.5 Complain Concerns 2.6 Complaints During Pandemic 2.7 Firm Response 3 Research Methodology 3.1 Content Analysis 3.2 Logistic Regression 4 Results 5 Discussion 6 Implications for Practice 7 Conclusion 8 Limitations and Future of Research References Privacy, Trust and Security Toward a GDPR Compliant Blockchain Governance Framework 1 Introduction 2 Blockchain Governance 3 Research Method 3.1 Data Collection 3.2 Data Analysis 4 Towards a GDPR Compliant Blockchain Governance Framework 4.1 Community 4.2 Protocol 4.3 Compliance 5 Discussion 5.1 Theoretical Implications 5.2 Practical Implications 6 Limitations and Future Research Directions 7 Conclusion References Voice Assistants: (Physical) Device Use Perceptions, Acceptance, and Privacy Concerns 1 Introduction 2 Recent Work on Voice Assistants 2.1 Performance and Effort Expectancy 2.2 Social Influence and Facilitating Conditions 2.3 Hedonic Motivation, Price Value, and the Importance of Habitual Use 2.4 The Role of Privacy Concerns 3 Method 3.1 Data Collection and Sample 3.2 Participant Description 3.3 Measures 4 Results 4.1 Group Comparisons and Correlations 4.2 Main Analysis and Hypothesis Testing 5 Discussion 5.1 Practical Implications 5.2 Limitations 5.3 Future Research 5.4 Conclusions References Correction to: Artificial Intelligence Ambidexterity, Adaptive Transformation Capability, and Their Impact on Performance Under Tumultuous Times Correction to: Chapter “Artificial Intelligence Ambidexterity, Adaptive Transformation Capability, and Their Impact on Performance Under Tumultuous Times” in: S. Papagiannidis et al. (Eds.): The Role of Digital Technologies in Shaping the Post-Pandemic World, LNCS 13454, https://doi.org/10.1007/978-3-031-15342-6_3 Author Index