主讲人：Han Zhang

讲座摘要：

During interactions with customers, service chatbots are increasingly equipped to provide choices to streamline the service delivery process. This research investigates when and why the implementation of choices enhances or impairs customers’ service experience. Based on the concept of fluency, we posit that the implementation of choices is beneficial only after a conversational breakdown due to a chatbot failure; otherwise, the value of choice provision for facilitating fluency may not be salient enough. We further propose that choice provision is counterproductive when the choice set is incomprehensive, reducing (rather than enhancing) the fluency in the use of provided choices for a subsequent decision. We conducted several experiments to test these hypotheses. By illuminating when and why choice implementation may help or harm customers during a chatbot-initiated service interaction, we augment the current understanding of a chatbot’s role in customers’ service experience and provide insights for the deployment of choice-equipped chatbots in customer service.

时间：9月23日（星期一），9:00-11:00

腾讯会议号：870-862-812

主讲人简介：

Dr. Han Zhang is a Full Professor of Information Technology Management (ITM) and Steven A. Denning Professor of Technology & Management at the Scheller College of Business, Georgia Institute of Technology (Georgia Tech). He received his Ph.D. in Information Systems from the University of Texas at Austin. Dr. Zhang currently serves as the Faculty Director of the Denning Technology & Management (T&M) Program. He was the ITM Area Coordinator from 2007 to 2012 and served as the Faculty Director of the Executive MBA Program from 2013 to 2016. His research focuses on online trust and reputation, user-generated content, online healthcare, and human-AI interaction. His research on the institutional setup to help small businesses grow in the digital economy has been used as the basis for testimony before the Congressional House Committee on Small Business. His research on AI chatbots has been featured in the Wall Street Journal (March 20, 2023). He has published in MIS Quarterly, Information Systems Research, Journal of Marketing Research, Production and Operations Management, Journal of Management Information Systems, Journal of the Association for Information Systems, and other academic journals. Dr. Zhang was a co-founder of the China Summer Workshop on Information Management (CSWIM) in 2007, and he served as the Workshop Co-Chair of CSWIM 2007 and CSWIM 2010. He was the Program Co-Chair of the 14th Pacific Asia Conference on Information Systems (PACIS) in 2010. Additionally, Dr. Zhang has played an essential role in the Workshop on e-Business (WeB), serving multiple times as the Program Co-Chair (2007, 2016 – 2019) and Workshop Co-Chair (2020). He currently serves as the Editor-in-Chief for Information & Management and a senior editor for MIS Quarterly. Dr. Zhang was a 2009 Hesburgh Award Teaching Fellow at Georgia Tech. He received the 2009 Georgia Tech Outstanding Undergraduate Research Mentor Award and the 2010 Brady Family Award for Faculty Teaching Excellence at Scheller College of Business. He received the Georgia Tech Steven A. Denning Faculty Award for Global Engagement in 2018 and the Linda and Lloyd L. Byars Award for Faculty Research Excellence at Scheller College of Business in 2022. Dr. Zhang won one of the most prestigious awards in the information systems field, the Association for Information Systems (AIS) Fellow Award, in 2023.

主办：中国互联网经济研究院

此次讲座获“高等学校学科创新引智基地资助”(Supported by the 111 Center)（B20094），特此致谢。

撰稿：李东阳      排版：张思域

初审：孙宝文      复审：王立勇