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Juliana Jia Yu Zhang

Doctoral Research Fellow - Metode, arbeids-, kultur- og sosialpsyk

Email j.j.y.zhang@psykologi.uio.no

Room S03-16

Available hours By agreement

Username

Visiting address Forskningsveien 3A

Postal address Postboks 1094 Blindern 0317 Oslo

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Academic interests

My main research interests are energy decentralization, user behaviours and engagement, chatbot, technology acceptance and system design.

Courses taught

PSY1050 Psykologi: Teori og Praksis (https://www.uio.no/studier/emner/sv/psykologi/PSY1050/)
PSY2405 Innføring i arbeidspsykologi (https://www.uio.no/studier/emner/sv/psykologi/PSY2405/)
PSY2407 Introduction to Personnel Psychology (https://www.uio.no/studier/emner/sv/psykologi/PSY2407/)
PSY4404 Menneske-teknologi-organisasjon (https://www.uio.no/studier/emner/sv/psykologi/PSY4404/)

Background

Master's Degree in Work and Organizational Psychology (University of Oslo)
Bachelor's Degree in Health and Social Psychology (University of Oslo)
Bachelor's Degree in Finance and Marketing (National University of Singapore)

Tags: Transactive Energy Management, Chatbot, Human Factors, Work and organisational psychology

Zhang, Juliana J. Y.; Følstad, Asbjørn & Bjørkli, Cato A. (2021). Organizational Factors Affecting Successful Implementation of Chatbots for Customer Service. Journal of Internet Commerce. ISSN 1533-2861. doi: 10.1080/15332861.2021.1966723. Full text in Research Archive
Zhang, J. J. Y., Fostervold, K. I., & Bjørkli, C. (2024, November). Getting People on Board: The Role of Attitude, Subjective Norms and Perceived Behavioural Control in Peer-to-Peer Energy Trading. In 2024 IEEE Sustainable Power and Energy Conference (iSPEC) (pp. 186-192). IEEE.
Zhang, J. J. Y., Fostervold, K. I., Halberg, A. M., & Bjørkli, C. A. (2025). Value-driven energy prosumerism: Toward an integrated understanding of peer-to-peer energy trading adoption. Cleaner and Responsible Consumption, 100380.

Zhang, Juliana Jia Yu; Fostervold, Knut Inge; Halberg, Anne Marie & Bjørkli, Cato (2025). Value-driven energy prosumerism: Toward an integrated understanding of peer-to-peer energy trading adoption. Cleaner and Responsible Consumption. 20. doi: 10.1016/j.clrc.2025.100380. Full text in Research Archive
Zhang, Juliana J. Y.; Følstad, Asbjørn & Bjørkli, Cato A. (2021). Organizational Factors Affecting Successful Implementation of Chatbots for Customer Service. Journal of Internet Commerce. ISSN 1533-2861. doi: 10.1080/15332861.2021.1966723. Full text in Research Archive Show summary
While chatbots have become an important part of customer service operations, there is a knowledge gap concerning organizational aspects of chatbot implementation and management. In response to this gap, we present a study of organizational factors affecting successful chatbot implementation. The study involved six organizations that had implemented chatbots for customer service within the last three years. Interviews were conducted with chatbot project owners, managers, developers, and customer service personnel – a total of 14 interviews. Through thematic analysis, five organizational factors were detailed as important for successful chatbot implementation: (1) work and team organization, (2) change management, (3) competencies and competency acquisition, (4) organizational resources, and (5) performance measures. We also present findings on the organizations' motivations and key success criteria for chatbot implementation. Based on the findings we summarize implications for theory and practice and point out directions for future research.

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Published Mar. 1, 2023 4:20 PM - Last modified May 29, 2026 1:05 PM

Projects

Research groups

Metode, arbeids-, kultur- og sosialpsykologi (MAKS)