How do system and user characteristics, along with anthropomorphism, impact cognitive absorption of chatbots – Introducing SUCCAST through a mixed methods study

Chatbots are radically redefining the customer service landscape. With the advent of AI-enabled chatbots, like ChatGPT, organizations are adopting chatbots to provide better customer services; however, the user experience has been given less attention. Building on IS success model and cognitive absorption theory, we posit that system and user...

Developing an edugame simulation application for engineering: It works in practice, but will it work in theory?

This article describes the development of a web-based 3D simulation of an engineering workshop in refrigeration plant maintenance and the challenge of moving the application from a knowledge and skills acquisition model to a problem-solving edugame model across a range of possible scenarios within the restrictions of an academic programme’s...