{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,7,20]],"date-time":"2026-07-20T22:01:04Z","timestamp":1784584864188,"version":"3.55.0"},"reference-count":43,"publisher":"Informa UK Limited","issue":"1","license":[{"start":{"date-parts":[[2022,7,7]],"date-time":"2022-07-07T00:00:00Z","timestamp":1657152000000},"content-version":"unspecified","delay-in-days":0,"URL":"http:\/\/creativecommons.org\/licenses\/by-nc-nd\/4.0\/"}],"funder":[{"name":"Norwegian Labour and Welfare Administration (NAV) under the project Frida@work","award":["20\/5690"],"award-info":[{"award-number":["20\/5690"]}]},{"name":"Research Council of Norway under the project AI4Users","award":["311680"],"award-info":[{"award-number":["311680"]}]}],"content-domain":{"domain":["www.tandfonline.com"],"crossmark-restriction":true},"short-container-title":["European Journal of Information Systems"],"published-print":{"date-parts":[[2023,1,2]]},"DOI":"10.1080\/0960085x.2022.2096490","type":"journal-article","created":{"date-parts":[[2022,7,8]],"date-time":"2022-07-08T05:11:26Z","timestamp":1657257086000},"page":"10-22","update-policy":"https:\/\/doi.org\/10.1080\/tandf_crossmark_01","source":"Crossref","is-referenced-by-count":129,"title":["Developing human\/AI interactions for chat-based customer services: lessons learned from the Norwegian government"],"prefix":"10.1080","volume":"32","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-5947-4070","authenticated-orcid":false,"given":"Polyxeni","family":"Vassilakopoulou","sequence":"first","affiliation":[{"name":"Information Systems, University of Agder, Kristiansand, Norway"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Arve","family":"Haug","sequence":"additional","affiliation":[{"name":"Norwegian Labour and Welfare Administration(NAV), Agder, Norway"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Leif Martin","family":"Salvesen","sequence":"additional","affiliation":[{"name":"Norwegian Labour and Welfare Administration(NAV), Agder, Norway"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-7528-3488","authenticated-orcid":false,"given":"Ilias O.","family":"Pappas","sequence":"additional","affiliation":[{"name":"Information Systems, University of Agder, Kristiansand, Norway"},{"name":"Norwegian University of Science and Technology, Norway"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"301","published-online":{"date-parts":[[2022,7,7]]},"reference":[{"key":"cit0001","doi-asserted-by":"publisher","DOI":"10.1016\/j.giq.2018.10.001"},{"key":"cit0002","doi-asserted-by":"publisher","DOI":"10.1016\/j.giq.2020.101490"},{"key":"cit0003","doi-asserted-by":"publisher","DOI":"10.25300\/MISQ\/2021\/15882"},{"key":"cit0004","doi-asserted-by":"publisher","DOI":"10.1016\/j.drugpo.2020.102910"},{"key":"cit0005","doi-asserted-by":"publisher","DOI":"10.25300\/MISQ\/2015\/39.3.02"},{"key":"cit0006","doi-asserted-by":"publisher","DOI":"10.1080\/0960085X.2020.1814989"},{"key":"cit0007","volume-title":"Proceedings of the 34th International Conference on Information Systems (ICIS 2013)","author":"Bernhard E.","year":"2013"},{"key":"cit0008","doi-asserted-by":"publisher","DOI":"10.25300\/MISQ\/2021\/15434"},{"key":"cit0009","doi-asserted-by":"publisher","DOI":"10.1016\/j.infoandorg.2018.02.005"},{"key":"cit0010","volume-title":"Refactoring: Improving the design of existing code","author":"Fowler M","year":"2018"},{"key":"cit0011","volume-title":"A systematic review of empirical affordance studies: Recommendations for affordance research in information systems","author":"Fromm J.","year":"2020"},{"key":"cit0012","volume-title":"Cognitive challenges in Human\u2013Artificial Intelligence Collaboration: Investigating the path toward productive delegation","author":"F\u00fcgener A.","year":"2021"},{"key":"cit0013","unstructured":"Gartner. (2017). Gartner says by 2020, Artificial Intelligence will create more jobs than it eliminates. www.gartner.com\/en\/newsroom\/press-releases\/2017-12-13-gartner-says-by-2020-artificial-intelligence-will-create-more-jobs-than-it-eliminates"},{"key":"cit0014","volume-title":"The ecological approach to visual perception","author":"Gibson J. J","year":"1979"},{"key":"cit0015","doi-asserted-by":"publisher","DOI":"10.1016\/j.technovation.2014.04.006"},{"key":"cit0016","doi-asserted-by":"crossref","DOI":"10.1177\/0268396221990778","volume":"36","author":"Lacity M.","year":"2021","journal-title":"Journal of Information Technology"},{"key":"cit0017","volume-title":"Proceedings of the 38th International Conference on Information Systems (ICIS 2017)","author":"Lehrig T.","year":"2017"},{"key":"cit0018","doi-asserted-by":"publisher","DOI":"10.25300\/MISQ\/2013\/37.3.04"},{"key":"cit0019","doi-asserted-by":"publisher","DOI":"10.1080\/07421222.2015.1029402"},{"key":"cit0020","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-319-93408-2_10"},{"key":"cit0021","doi-asserted-by":"publisher","DOI":"10.17705\/1jais.00176"},{"issue":"2","key":"cit0022","first-page":"3","volume":"20","author":"Mathiassen L.","year":"2008","journal-title":"Scandinavian Journal of Information Systems"},{"key":"cit0023","unstructured":"Mehr, H. (2017). Artificial intelligence for citizen services and government. Ash Center for Democratic Governance and Innovation. Harvard Kennedy School. https:\/\/ash.harvard.edu\/files\/ash\/files\/artificial_intelligence_for_citizen_services.pdf"},{"key":"cit0024","doi-asserted-by":"publisher","DOI":"10.1080\/0960085X.2018.1524420"},{"key":"cit0025","doi-asserted-by":"publisher","DOI":"10.5465\/amr.2019.0186"},{"key":"cit0026","unstructured":"National Assoc of State Chief Information Officers (NASCIO). (2020). Chat with us: How states are using chatbots to respond to the demands of COVID-19. https:\/\/www.nascio.org\/wp-content\/uploads\/2020\/06\/NASCIO_ChatbotsRespondtoCOVID-19.pdf"},{"key":"cit0027","unstructured":"Norwegian Labour and Welfare Administration - NAV. (2021). NAV R&D-plan 2021-2025. https:\/\/www.nav.no\/no\/nav-og-samfunn\/kunnskap\/fou-midler\/nyheter\/nav-har-fatt-ny-fou-plan#:~:text=NAVs%20FoU-plan%202021-2025"},{"key":"cit0028","unstructured":"Norwegian Ministry of Local Government and Modernisation. (2020). National strategy for Artificial Intelligence. www.regjeringen.no\/contentassets\/1febbbb2c4fd4b7d92c67ddd353b6ae8\/en-gb\/pdfs\/ki-strategi_en.pdf"},{"key":"cit0029","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2022.01.038"},{"key":"cit0030","doi-asserted-by":"publisher","DOI":"10.1287\/orsc.2021.1543"},{"key":"cit0031","volume-title":"AMCIS 2014 Proceedings","author":"Pozzi G.","year":"2014"},{"key":"cit0032","doi-asserted-by":"publisher","DOI":"10.5465\/amr.2018.0072"},{"key":"cit0033","doi-asserted-by":"publisher","DOI":"10.1007\/s11573-018-0916-6"},{"key":"cit0034","doi-asserted-by":"publisher","DOI":"10.1016\/S0048-7333(01)00190-1"},{"key":"cit0035","doi-asserted-by":"publisher","DOI":"10.4135\/9781412986137"},{"key":"cit0036","doi-asserted-by":"publisher","DOI":"10.4135\/9781848607934.n26"},{"key":"cit0037","doi-asserted-by":"publisher","DOI":"10.25300\/MISQ\/2013\/37.4.13"},{"key":"cit0038","doi-asserted-by":"publisher","DOI":"10.1109\/HICSS.2016.651"},{"key":"cit0039","doi-asserted-by":"publisher","DOI":"10.1108\/JCOM-11-2019-0145"},{"key":"cit0040","doi-asserted-by":"publisher","DOI":"10.1016\/j.jsis.2020.101617"},{"key":"cit0041","doi-asserted-by":"publisher","DOI":"10.1080\/0960085X.2020.1761272"},{"key":"cit0042","doi-asserted-by":"publisher","DOI":"10.24251\/HICSS.2020.636"},{"issue":"4","key":"cit0043","first-page":"114","volume":"96","author":"Wilson H. J.","year":"2018","journal-title":"Harvard Business Review"}],"container-title":["European Journal of Information Systems"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.tandfonline.com\/doi\/pdf\/10.1080\/0960085X.2022.2096490","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2023,4,7]],"date-time":"2023-04-07T16:21:04Z","timestamp":1680884464000},"score":1,"resource":{"primary":{"URL":"https:\/\/www.tandfonline.com\/doi\/full\/10.1080\/0960085X.2022.2096490"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2022,7,7]]},"references-count":43,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2023,1,2]]}},"alternative-id":["10.1080\/0960085X.2022.2096490"],"URL":"https:\/\/doi.org\/10.1080\/0960085x.2022.2096490","relation":{},"ISSN":["0960-085X","1476-9344"],"issn-type":[{"value":"0960-085X","type":"print"},{"value":"1476-9344","type":"electronic"}],"subject":[],"published":{"date-parts":[[2022,7,7]]},"assertion":[{"value":"The publishing and review policy for this title is described in its Aims & Scope.","order":1,"name":"peerreview_statement","label":"Peer Review Statement"},{"value":"http:\/\/www.tandfonline.com\/action\/journalInformation?show=aimsScope&journalCode=tjis20","URL":"http:\/\/www.tandfonline.com\/action\/journalInformation?show=aimsScope&journalCode=tjis20","order":2,"name":"aims_and_scope_url","label":"Aim & Scope"},{"value":"2020-10-12","order":0,"name":"received","label":"Received","group":{"name":"publication_history","label":"Publication History"}},{"value":"2022-06-28","order":2,"name":"accepted","label":"Accepted","group":{"name":"publication_history","label":"Publication History"}},{"value":"2022-07-07","order":3,"name":"published","label":"Published","group":{"name":"publication_history","label":"Publication History"}}]}}