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1Hong Kong Baptist University; 2Boston University; 3National Tsing Hua University
Evidence shows national institutions driving innovation through openness. We focus on 'social globalization' and design innovation. Using the KOF Globalization Index, we find social globalization predicts design innovation. Robust analyses and U.S. design patents support our findings. Personal contact plays a key role. Social globalization fosters design innovation.
AI chatbots in customer service: adoption hurdles and simple remedies
Evgeny Kagan1, Maqbool Dada1, Brett Hathaway2
1John Hopkins University; 2Brigham Young University
Problem: Despite advances, chatbot adoption faces hurdles. This paper explores customer choice between chatbots and live agents. Methodology: Experiments vary chatbot performance and features. Users respond positively to improvements but underutilize chatbots due to algorithm and gatekeeper aversion. Remedies: Highlight time savings for algorithm aversion. Managerial implications: Nudges and queue priority rules reduce costs by up to 22% in congested systems
Advising entrepreneurs: optimal recommendation of alternatives
Zeya Wang, Morvarid Rahmani, Karthik Ramachandran
Georgia Institute of Technology, United States of America
Facing emergent business challenges, entrepreneurs often seek guidance from experienced advisors. When there are multiple alternatives that could potentially solve the entrepreneur’s problem, advisors can lead the entrepreneur’s exploration by choosing which alternative(s) to suggest and in what sequence. We develop a dynamic game-theoretic model that captures the sequential interaction between an advisor and an entrepreneur.
