In customer service, things are bound to go wrong, at some point. When that happens, it is important to not only understand what went wrong, but also what is the perceived cause of the problem, because that impacts on the recovery strategy. Take interacting with a chatbot, for instance. As discussed in a previous … Continue reading Perceived blame, matters
I secured a small grant to investigate UK residents’ perceptions of contact tracing apps. I am just waiting for ethical approval, before I can start collecting data via interviews and, after that, a survey. In the meantime, I am checking the latest published research on related topics. Based on my previous work, I know … Continue reading Can the health locus of control help us understand who will download and use contact tracing apps?