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Outputs (13)

Conversational Breakdown in a Customer Service Chatbot: Impact of Task Order and Criticality on User Trust and Emotion (2024)
Journal Article
Følstad, A., Law, E. L.-C., & van As, N. (online). Conversational Breakdown in a Customer Service Chatbot: Impact of Task Order and Criticality on User Trust and Emotion. ACM Transactions on Computer-Human Interaction, https://doi.org/10.1145/3690383

While chatbots are increasingly used for customer service, there is a knowledge gap concerning the impact of Conversational Breakdown in such chatbot interactions. In a 2 × 4 factorial design online experiment, we studied how Conversational Breakdown... Read More about Conversational Breakdown in a Customer Service Chatbot: Impact of Task Order and Criticality on User Trust and Emotion.

An Indexed Approach for Expectation-Confirmation Theory: A Trust-based model (2024)
Journal Article
AlSokkar, A. A. M., Law, E. L., AlMajali, D. A., Al-Gasawneh, J. A., & Alshinwan, M. (2024). An Indexed Approach for Expectation-Confirmation Theory: A Trust-based model. Electronic Markets, 34(1), Article 12. https://doi.org/10.1007/s12525-024-00694-3

The present study utilised the Expectation-Confirmation Theory (ECT) as a theoretical framework to examine the temporal development of customer trust, satisfaction, and repurchase intent. In subsequent phases of the ECT, the significance of expectati... Read More about An Indexed Approach for Expectation-Confirmation Theory: A Trust-based model.

Chatbots for Active Learning: A Case of Phishing Email Identification (2023)
Journal Article
Hobert, S., Følstad, A., & Law, E. L. (2023). Chatbots for Active Learning: A Case of Phishing Email Identification. International Journal of Human-Computer Studies, 179, Article 103108. https://doi.org/10.1016/j.ijhcs.2023.103108

Chatbots represent a promising approach to provide instructional content and facilitate active learning processes. However, there is a lack of knowledge as how to design chatbot interactions for active learning. In response to this knowledge gap, we... Read More about Chatbots for Active Learning: A Case of Phishing Email Identification.

Insights from impacts of the digital divide on children in five majority world countries during the COVID-19 pandemic (2022)
Journal Article
Law, E. L.-C., Vostanis, P., & O’Reilly, M. J. (2023). Insights from impacts of the digital divide on children in five majority world countries during the COVID-19 pandemic. Behaviour and Information Technology, 42(15), 2696-2715. https://doi.org/10.1080/0144929x.2022.2141136

The digital divide is especially pertinent in Majority World Countries (MWCs), and this was exacerbated greatly by the pandemic. Tackling the digital divide underpins the work of Human–Computer Interaction for Development (HCI4D) and remains an impor... Read More about Insights from impacts of the digital divide on children in five majority world countries during the COVID-19 pandemic.

How easy is it to eXtend Reality? A Usability Study of Authoring Toolkits (2022)
Book Chapter
Thanyadit, S., Heintz, M., Law, E. L., & Mangina, E. (2022). How easy is it to eXtend Reality? A Usability Study of Authoring Toolkits. In T. Ahram, & R. Taiar (Eds.), Human Interaction & Emerging Technologies (IHIET 2022): Artificial Intelligence & Future Applications. AHFE International. https://doi.org/10.54941/ahfe1002707

Extended Reality (XR) has the potential to be a very successful teaching tool because it enables students to engage with a learning environment that incorporates both physical and virtual objects. Nevertheless, preparing an XR lesson requires technic... Read More about How easy is it to eXtend Reality? A Usability Study of Authoring Toolkits.

Building a three-level multimodal emotion recognition framework (2022)
Journal Article
Garcia-Garcia, J. M., Lozano, M. D., Penichet, V. M., & Law, E. L. (2023). Building a three-level multimodal emotion recognition framework. Multimedia Tools and Applications, 82(1), 239-269. https://doi.org/10.1007/s11042-022-13254-8

Multimodal emotion detection has been one of the main lines of research in the field of Affective Computing (AC) in recent years. Multimodal detectors aggregate information coming from different channels or modalities to determine what emotion users... Read More about Building a three-level multimodal emotion recognition framework.

Disruptions, adjustments and hopes: The impact of the COVID‐19 pandemic on child well‐being in five Majority World Countries (2022)
Journal Article
Haffejee, S., Vostanis, P., O'Reilly, M., Law, E., Eruyar, S., Fleury, J., …Getanda, E. (2023). Disruptions, adjustments and hopes: The impact of the COVID‐19 pandemic on child well‐being in five Majority World Countries. Children & Society, 37(1), 8-28. https://doi.org/10.1111/chso.12563

Drawing on integrated data from focus groups and diary entries, we explored the impact of the COVID-19 pandemic on child well-being for children from five Majority World Countries. We focus on the disruptions the pandemic caused, the adjustments made... Read More about Disruptions, adjustments and hopes: The impact of the COVID‐19 pandemic on child well‐being in five Majority World Countries.

Future directions for chatbot research: an interdisciplinary research agenda (2021)
Journal Article
Følstad, A., Araujo, T., Law, E. L., Brandtzaeg, P. B., Papadopoulos, S., Reis, L., …Luger, E. (2021). Future directions for chatbot research: an interdisciplinary research agenda. Computing, 103(12), 2915 - 2942. https://doi.org/10.1007/s00607-021-01016-7

Chatbots are increasingly becoming important gateways to digital services and information—taken up within domains such as customer service, health, education, and work support. However, there is only limited knowledge concerning the impact of chatbot... Read More about Future directions for chatbot research: an interdisciplinary research agenda.

Tutor In-sight: Guiding and Visualizing Students Attention with Mixed Reality Avatar Presentation Tools
Presentation / Conference Contribution
Thanyadit, S., Heintz, M., & Law, E. L.-C. (2023, April). Tutor In-sight: Guiding and Visualizing Students Attention with Mixed Reality Avatar Presentation Tools. Presented at CHI '23: CHI Conference on Human Factors in Computing Systems, Hamburg, Germany

Remote conferencing systems are increasingly used to supplement or even replace in-person teaching. However, prevailing conferencing systems restrict the teacher’s representation to a webcam live-stream, hamper the teacher’s use of body-language, and... Read More about Tutor In-sight: Guiding and Visualizing Students Attention with Mixed Reality Avatar Presentation Tools.