...’ characteristics in terms of perceived warmth, denoting the friendliness and empathy conveyed by the chatbot, and competence, reflecting its effectiveness in addressing user queries or tasks, when used to reshape the service delivery process; Moreover, we also shed light on the moderating role of emotional...

... structure implementation. The focus is on designing a model that integrates structural elements (centralization and specialization) and a non-structural element (competence), emphasizing operational efficiency and innovation capacity. The study was conducted in the production scheduling and control...

..., and case distribution method were manipulated. Participant motivation and its antecedents were measured using a survey. Findings – The study finds that business process configurations influence the motivation of process participants through their effect on perceived competence. Increasing business...