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Juliana Jia Yu Zhang

Stipendiat - Metode, arbeids-, kultur- og sosialpsyk

E-post j.j.y.zhang@psykologi.uio.no

Rom S03-10

Treffetider Etter avtale

Brukernavn

Besøksadresse Harald Schjelderups hus

Postadresse Postboks 1094 Blindern 0317 Oslo

Andre tilknytninger Det samfunnsvitenskapelige fakultet (Student)

Pressebilde Last ned visittkort

Faglige interesser

Mine hovedforskningsinteresser er energidesentralisering, brukeratferd og engasjement, chatboter, teknologiaksept og systemdesign.

Undervisning

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/)

Bakgrunn

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)

Prosjektgruppe

Privacy Preserving Transactive Energy Management (PriTEM)

(https://www.mn.uio.no/ifi/english/research/projects/pritem/)

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 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, 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. Fulltekst i vitenarkiv
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. Fulltekst i vitenarkiv Vis sammendrag
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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Publisert 28. okt. 2024 10:25 - Sist endret 29. mai 2026 13:06