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The main objectives of this chapter are to provide an overview of chatbot personality dimensions and to analyze the expected impacts on user behavior. To accomplish these objectives, the chapter provides a detailed review of the main contributions in the literature regarding this topic. It highlights the chatbot personality characteristics that are expected to foster user satisfaction, trust, loyalty, and engagement. This information is useful for both practitioners and researchers, particularly related to customer service, as it provides clear guidance on what characteristics to incorporate in chatbots and on what factors need to be further studied in the future.

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The complexity of automotive supply chain management presents significant challenges, demanding rigorous coordination of tasks to ensure efficiency in its operations. This chapter examines the potential benefits of adopting blockchain technology in supply chain management. The study employs a case study methodology, focusing on a prominent European automotive company that, compared to its major competitors, appears hesitant to integrate blockchain into its supply chain management practices. The analysis relies on secondary data and utilizes a range of strategic analysis tools to gain deeper insights into the advantages that blockchain technology could offer in supply chain management. Based on the findings, this chapter offers 12 strategic recommendations pertaining to blockchain technology, which can aid the company in addressing various management issues by enhancing security, efficiency, and technological advancements. © 2024, IGI Global. All rights reserved.

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Happiness at work has been increasingly attracting the attention of academics and human resources managers. Literature on the topic provides clear evidence of the benefits for companies resulting from the adoption of strategies that promote happiness among employees. Despite its growing popularity, companies that define and implement a happiness strategy within their internal marketing are still scarce, particularly small and medium companies (SMEs). This paper illustrates the impact of happiness at work perceived by employees of SMEs at three levels: in themselves, in customers, and in the business's success, in the particular case of companies that do not implement such strategies. The research question was: what is the perception of employees on happiness at work outcomes when the company has no explicit strategy to promote it? This article includes a qualitative study comprising twelve semi-structured interviews with employees who directly deal with customers while working in various B2C companies that do not have a defined strategy to stimulate happiness at work. The study shows employees' acknowledgment of the multidimensional impacts of happiness at work, which makes them more motivated, productive, and more able to influence their relationships with customers positively. Based on these findings, even when lacking clear corporate strategies to improve happiness at work, the company is still expected to benefit in terms of customer loyalty and overall profitability, as well as in terms of employees' affective commitment.