Background: The internet is a global health information resource (Hardey, 2008). Users have direc... more Background: The internet is a global health information resource (Hardey, 2008). Users have direct and relatively convenient access to health information (Eysenbachet al, 2002). Concurrently, Health Care provision across Europe is going through a transition from a disease-centered model, where treatment decisions are made almost exclusively by physicians based on clinical experience, to a patient-centered model where patients are active participants in the decision making process about their own health. The Internet is crucial in supporting this movement for both consumers, by giving people access to diverse health information, and policy makers, with technological innovations enabling implementation of an integrated service delivery (Karkalis & Koutsouris, 2006). However, the quality of information available to consumers in an unregulated environment, and the capacity of consumers to handle the information raise an extensive debate as to whether or not the internet can, not only, enable, but also, undermine consumer autonomy (Laing et al., 2010). Attempts at regulating information quality have met with varied success. The transition from Web 1.0 (read only version) to Web 2.0 (read-write version)(Hardey, 2008). Health 2.0, which combines web 2.0 and the health domain, has led to further opportunities and concerns, however, user-generated content in health 2.0 websites fall out of scope of current certifications and schemes. It is unregulated information in an essentially unregulated environment. Nonetheless, the fact that users can collaborate on sharing health information online leads to some interesting possibilities for information quality control. Objective: As part of a wider project, this study seeks to identify policy approaches and mechanisms used by health 2.0 websites to handle the quality of information, both from a more traditional top-down approach and those emerging from a ‘bottom up’ approach. Secondly, to categorize and compare websites of both first and second generation on their quality management approaches. It aims to provide a categorisation of policy approaches and mechanisms used as a background to the assessment of the determinants of their performance. Method: This research utilizes a case study methodology to understand quality control approaches within the real-life context (Yin, 1984, p. 23). An extensive review of handling online information quality literature within and outside the health sector helped formulate the research questions, and the need to understand better the role of mechanisms currently in place. A purposive sample of health 2.0 websites was selected on the basis of typicality, perceived ability to confirm or disconfirm emerging categories, to introduce maximum variation and those perceived as either extreme or critical cases. Analysis included preparation of matrices of categories and cross-case comparison for patterns. Results and conclusions: Quality management mechanisms vary from on several important dimensions. For example, level of moderation (none-high, formal-informal), use of reputations systems and use of voting mechanisms. Combinations of web 2.0 tools and user participation are utilized to handle quality issues. Based on our identified dimensions we present a categorization of Health 2.0 websites. Implications for policy makers and websites managers are suggested.
This research integrates current knowledge and theory to develop a model to explain consumer perc... more This research integrates current knowledge and theory to develop a model to explain consumer perceptions with regard to the effect of website interactivity and social presence on patronage decisions in the online luxury goods sector. A sample of 339 adults in the UK provided data for a study of effects of interactivity, social presence, enjoyment, involvement, trust and flow on patronage intentions for a jewellery website. SEM was employed to test those relationships. The results indicate the significant role of website interactivity and social presence, though indirect via trust and flow, on patronage intentions for complex products. The value of this study lines in untangling the relationships between antecedents of patronage intentions in the online retailing context. Implications for practitioners and future research directions are discussed.
Purpose This paper aims to investigate an integrated, holistic assessment of the characteristics ... more Purpose This paper aims to investigate an integrated, holistic assessment of the characteristics by which consumers judge non-sponsored product review video (PRV) source, message and medium components as credible, and how these are linked to personal values for a deeper understanding of multidimensional credibility assessments of PRVs. Design/methodology/approach Employing a means-end approach, the authors draw on credibility theory and the persuasion knowledge model to analyse data from 21 in-depth semi-structured laddering interviews. Findings First, the authors demonstrate distinctive contributions of the video modality towards PRV credibility assessments and the interplay between specific PRV characteristics, cognitive and socio-emotional consequences, and personal values in an ongoing process of credibility assessment. Second, high persuasion knowledge creates awareness of the potential phoniness of the market, revealing a dark side to PRV use even in non-sponsored PRV seemingly created and shared as an act of benevolent concern between consumers. Research limitations/implications This paper focused on the credibility of non-sponsored PRVs, future studies might investigate motivations and attributes by which users judge sponsored reviews. Also, the roles of specific product categories and existing brand trust on PRVs credibility provide avenues for further research. Practical implications This research offers practical implications for reviewers and brand managers to leverage the unique informational values of video by focusing on the interplay between credibility attributes and customer values. Originality/value This work advances credibility theory in the PRV context by examining how non-sponsored PRVs are evaluated as credible, by highlighting consumer persuasion knowledge and scepticism and including the holistic effects of the interplay between source, message and video format characteristics and by linking these to consumers’ goals and values.
In this paper we highlight a complementary approach to examining users' preferences surroundi... more In this paper we highlight a complementary approach to examining users' preferences surrounding robot interaction. We introduce widely used concepts and methods from the field of marketing in order to gain deeper insights into user decision-making processes. The study focuses on potential interactions between older adults and robots. The preliminary results show that the new approach can serve both as a means to augment current needs based analysis in HRI, and to enable users to provide more detailed responses to technology they may be unfamiliar with or afraid of.
In Proceedings of the 11th Annual International Workshop on Presence Ethics of Presence Technologies 11th Annual International Workshop on Presence Padova Padova Cleup Cooperativa Libraria Universitaria Padova 2008, Oct 17, 2008
Current usage of the term ???Janus face??? are concerned with paradoxes, polarities and contrasts... more Current usage of the term ???Janus face??? are concerned with paradoxes, polarities and contrasts and/or deception. It is in the nature of transitions that there is likely to be a lack of a legal framework specific to the new conditions. This is the ???ethical lag??? where the speed of technological change exceeds that of ethical development. Hence, on one side, there is the potential for avatar agents to provide a better customer experience, and on the other, there is concern that unregulated use of manipulative social interaction involved in collaborative, competitive or negotiation situations may result in abuses of customer privacy, security, and undue influence on purchase decisions. This paper deals with the ethical aspects of using avatars in ecommerce and their potential for becoming manipulative salespersons or reassuring presences on an e-commerce website.
BACKGROUND Seeking health information on the Internet is very popular despite of debatable abilit... more BACKGROUND Seeking health information on the Internet is very popular despite of debatable ability of lay users to evaluate quality of health information and uneven quality of information available online. Consulting Internet for health information is pervasive particularly when other sources are inaccessible due to time, distance and money constraints or to explore sensitive or embarrassing questions. Q&A platforms are online services which provide personalized health advice upon information seekers’ request. However, it is not clear how quality of health advices is ensured in these platforms. OBJECTIVE To identify how platform design impact quality of online health advices on Internet and equal access to health information METHODS 900 questions and answers collected from 9 Q&A platforms with different design features. Data on the design features for each platform were generated. Paid physicians evaluated the data to quantify the quality of health advice. Guided by literature, the design features that affect information quality were identified and recorded for each Q&A platform. Machine learning techniques including LASSO and unbiased regression tree were used for the analysis. RESULTS Q&A platform design and health advice quality are related. ‘Expertise of information providers’ (beta=0.48, p
Abstract: The development of WebTV may fulfil the promise of a home network computer by utilising... more Abstract: The development of WebTV may fulfil the promise of a home network computer by utilising a medium already in widespread use. However, a) use for non-entertainment may be incompatible with existing intrinsic motivations; b) group viewing and power ...
ABSTRACT The benefits of customer-salesperson relationships are diffi-cult to obtain on retail we... more ABSTRACT The benefits of customer-salesperson relationships are diffi-cult to obtain on retail websites when the interaction lacks direct human contact. This study verifies an association between the presence of a virtual Onscreen Assistant (OSA) and perceptions of functional and social relational benefits by potential customers. This has not previously been established. A theoretical model of relationships between relational benefit perceptions, trust building and patronage expectations is derived and tested. There is consid-erable potential for OSA use to build relational benefit perceptions but participants were only moderately positive about present OSA capabilities. Substantial technological development is still needed to support social interaction.
Recruiting the right talent is a crucial issue for organizations (Ulrich,2008), especially in the... more Recruiting the right talent is a crucial issue for organizations (Ulrich,2008), especially in the retail industry, where staff turnover is relatively high as employees have a low income and long work hours (Rhoads et al., 2002). Researchers (e.g. Simons,1955) identify two types of decision - making styles ‘Maximizers’ and ‘Satisficers’. Maximizers prefer to research a subject as much as possible, and expect to make the best possible choice. By contrast, Satisficers do not spend much time in searching; they prefer to settle for a ‘good enough’ decision. Although research has demonstrated that Maximizers and Satisficers have difference in their preferences during the decision - making process, no research so far has examined how organizations can satisfy both Maximizers’ and Satisficers’ information needs, and attract them to join an application pool by using controllable recruitment information sources (e.g. advertisements). The present study aims to explore what information should b...
Background: The internet is a global health information resource (Hardey, 2008). Users have direc... more Background: The internet is a global health information resource (Hardey, 2008). Users have direct and relatively convenient access to health information (Eysenbachet al, 2002). Concurrently, Health Care provision across Europe is going through a transition from a disease-centered model, where treatment decisions are made almost exclusively by physicians based on clinical experience, to a patient-centered model where patients are active participants in the decision making process about their own health. The Internet is crucial in supporting this movement for both consumers, by giving people access to diverse health information, and policy makers, with technological innovations enabling implementation of an integrated service delivery (Karkalis & Koutsouris, 2006). However, the quality of information available to consumers in an unregulated environment, and the capacity of consumers to handle the information raise an extensive debate as to whether or not the internet can, not only, enable, but also, undermine consumer autonomy (Laing et al., 2010). Attempts at regulating information quality have met with varied success. The transition from Web 1.0 (read only version) to Web 2.0 (read-write version)(Hardey, 2008). Health 2.0, which combines web 2.0 and the health domain, has led to further opportunities and concerns, however, user-generated content in health 2.0 websites fall out of scope of current certifications and schemes. It is unregulated information in an essentially unregulated environment. Nonetheless, the fact that users can collaborate on sharing health information online leads to some interesting possibilities for information quality control. Objective: As part of a wider project, this study seeks to identify policy approaches and mechanisms used by health 2.0 websites to handle the quality of information, both from a more traditional top-down approach and those emerging from a ‘bottom up’ approach. Secondly, to categorize and compare websites of both first and second generation on their quality management approaches. It aims to provide a categorisation of policy approaches and mechanisms used as a background to the assessment of the determinants of their performance. Method: This research utilizes a case study methodology to understand quality control approaches within the real-life context (Yin, 1984, p. 23). An extensive review of handling online information quality literature within and outside the health sector helped formulate the research questions, and the need to understand better the role of mechanisms currently in place. A purposive sample of health 2.0 websites was selected on the basis of typicality, perceived ability to confirm or disconfirm emerging categories, to introduce maximum variation and those perceived as either extreme or critical cases. Analysis included preparation of matrices of categories and cross-case comparison for patterns. Results and conclusions: Quality management mechanisms vary from on several important dimensions. For example, level of moderation (none-high, formal-informal), use of reputations systems and use of voting mechanisms. Combinations of web 2.0 tools and user participation are utilized to handle quality issues. Based on our identified dimensions we present a categorization of Health 2.0 websites. Implications for policy makers and websites managers are suggested.
This research integrates current knowledge and theory to develop a model to explain consumer perc... more This research integrates current knowledge and theory to develop a model to explain consumer perceptions with regard to the effect of website interactivity and social presence on patronage decisions in the online luxury goods sector. A sample of 339 adults in the UK provided data for a study of effects of interactivity, social presence, enjoyment, involvement, trust and flow on patronage intentions for a jewellery website. SEM was employed to test those relationships. The results indicate the significant role of website interactivity and social presence, though indirect via trust and flow, on patronage intentions for complex products. The value of this study lines in untangling the relationships between antecedents of patronage intentions in the online retailing context. Implications for practitioners and future research directions are discussed.
Purpose This paper aims to investigate an integrated, holistic assessment of the characteristics ... more Purpose This paper aims to investigate an integrated, holistic assessment of the characteristics by which consumers judge non-sponsored product review video (PRV) source, message and medium components as credible, and how these are linked to personal values for a deeper understanding of multidimensional credibility assessments of PRVs. Design/methodology/approach Employing a means-end approach, the authors draw on credibility theory and the persuasion knowledge model to analyse data from 21 in-depth semi-structured laddering interviews. Findings First, the authors demonstrate distinctive contributions of the video modality towards PRV credibility assessments and the interplay between specific PRV characteristics, cognitive and socio-emotional consequences, and personal values in an ongoing process of credibility assessment. Second, high persuasion knowledge creates awareness of the potential phoniness of the market, revealing a dark side to PRV use even in non-sponsored PRV seemingly created and shared as an act of benevolent concern between consumers. Research limitations/implications This paper focused on the credibility of non-sponsored PRVs, future studies might investigate motivations and attributes by which users judge sponsored reviews. Also, the roles of specific product categories and existing brand trust on PRVs credibility provide avenues for further research. Practical implications This research offers practical implications for reviewers and brand managers to leverage the unique informational values of video by focusing on the interplay between credibility attributes and customer values. Originality/value This work advances credibility theory in the PRV context by examining how non-sponsored PRVs are evaluated as credible, by highlighting consumer persuasion knowledge and scepticism and including the holistic effects of the interplay between source, message and video format characteristics and by linking these to consumers’ goals and values.
In this paper we highlight a complementary approach to examining users' preferences surroundi... more In this paper we highlight a complementary approach to examining users' preferences surrounding robot interaction. We introduce widely used concepts and methods from the field of marketing in order to gain deeper insights into user decision-making processes. The study focuses on potential interactions between older adults and robots. The preliminary results show that the new approach can serve both as a means to augment current needs based analysis in HRI, and to enable users to provide more detailed responses to technology they may be unfamiliar with or afraid of.
In Proceedings of the 11th Annual International Workshop on Presence Ethics of Presence Technologies 11th Annual International Workshop on Presence Padova Padova Cleup Cooperativa Libraria Universitaria Padova 2008, Oct 17, 2008
Current usage of the term ???Janus face??? are concerned with paradoxes, polarities and contrasts... more Current usage of the term ???Janus face??? are concerned with paradoxes, polarities and contrasts and/or deception. It is in the nature of transitions that there is likely to be a lack of a legal framework specific to the new conditions. This is the ???ethical lag??? where the speed of technological change exceeds that of ethical development. Hence, on one side, there is the potential for avatar agents to provide a better customer experience, and on the other, there is concern that unregulated use of manipulative social interaction involved in collaborative, competitive or negotiation situations may result in abuses of customer privacy, security, and undue influence on purchase decisions. This paper deals with the ethical aspects of using avatars in ecommerce and their potential for becoming manipulative salespersons or reassuring presences on an e-commerce website.
BACKGROUND Seeking health information on the Internet is very popular despite of debatable abilit... more BACKGROUND Seeking health information on the Internet is very popular despite of debatable ability of lay users to evaluate quality of health information and uneven quality of information available online. Consulting Internet for health information is pervasive particularly when other sources are inaccessible due to time, distance and money constraints or to explore sensitive or embarrassing questions. Q&A platforms are online services which provide personalized health advice upon information seekers’ request. However, it is not clear how quality of health advices is ensured in these platforms. OBJECTIVE To identify how platform design impact quality of online health advices on Internet and equal access to health information METHODS 900 questions and answers collected from 9 Q&A platforms with different design features. Data on the design features for each platform were generated. Paid physicians evaluated the data to quantify the quality of health advice. Guided by literature, the design features that affect information quality were identified and recorded for each Q&A platform. Machine learning techniques including LASSO and unbiased regression tree were used for the analysis. RESULTS Q&A platform design and health advice quality are related. ‘Expertise of information providers’ (beta=0.48, p
Abstract: The development of WebTV may fulfil the promise of a home network computer by utilising... more Abstract: The development of WebTV may fulfil the promise of a home network computer by utilising a medium already in widespread use. However, a) use for non-entertainment may be incompatible with existing intrinsic motivations; b) group viewing and power ...
ABSTRACT The benefits of customer-salesperson relationships are diffi-cult to obtain on retail we... more ABSTRACT The benefits of customer-salesperson relationships are diffi-cult to obtain on retail websites when the interaction lacks direct human contact. This study verifies an association between the presence of a virtual Onscreen Assistant (OSA) and perceptions of functional and social relational benefits by potential customers. This has not previously been established. A theoretical model of relationships between relational benefit perceptions, trust building and patronage expectations is derived and tested. There is consid-erable potential for OSA use to build relational benefit perceptions but participants were only moderately positive about present OSA capabilities. Substantial technological development is still needed to support social interaction.
Recruiting the right talent is a crucial issue for organizations (Ulrich,2008), especially in the... more Recruiting the right talent is a crucial issue for organizations (Ulrich,2008), especially in the retail industry, where staff turnover is relatively high as employees have a low income and long work hours (Rhoads et al., 2002). Researchers (e.g. Simons,1955) identify two types of decision - making styles ‘Maximizers’ and ‘Satisficers’. Maximizers prefer to research a subject as much as possible, and expect to make the best possible choice. By contrast, Satisficers do not spend much time in searching; they prefer to settle for a ‘good enough’ decision. Although research has demonstrated that Maximizers and Satisficers have difference in their preferences during the decision - making process, no research so far has examined how organizations can satisfy both Maximizers’ and Satisficers’ information needs, and attract them to join an application pool by using controllable recruitment information sources (e.g. advertisements). The present study aims to explore what information should b...
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Papers by Kathy Keeling