Canberra Behavioural Lab

Defining Biometrics With Privacy and Benefits: A Research Agenda

Ryan Payne, Brett A. S. Martin, Sven Tuzovic, and Shasha Wang

This conceptual paper defines and gives examples of biometrics, explains how biometric tracking is currently used (e.g. to predict IQ), and presents innovative future uses of biometric tracking (e.g. to customize the price of products in real time). Specifically, this paper outlines a novel biometric pricing technology (BPT) which uses facial tracking to set the price of products using a new participatory dynamic pricing (vs. static pricing) system. 

Policy guidelines and recommendations on AI use in teaching and learning: A meta-synthesis study

Aaron A. Funa, Renz Alvin E. Gabay

As artificial intelligence becomes increasingly integral to educational systems, understanding policy guidelines and recommendations from various sources is crucial. This meta-synthesis examines AI policies and guidelines from peer-reviewed articles, reports, books, and websites from 2020 to 2024, with a focus on their implications for teaching and learning. Using a thematic analysis approach, the study categorizes findings into key themes and subthemes. Under the theme of policies and guidelines, notable subthemes include ethical AI use, AI literacy, and inclusivity and equity. In terms of implementation strategies, the synthesis identifies crucial areas such as student orientation and professional development, enhanced teaching tools and data-driven insights, improved student learning outcomes and engagement, and streamlined administrative processes.

Treat GenAI like an employee: a conceptual framework for the use of GenAI in small business

Gregory Christopher Borchard, Habib Khan

This study aims to develop a practical and ethical framework and guidelines for small businesses to overcome several barriers to the adoption and use of generative artificial intelligence (GenAI) by small business. The use of GenAI offers positive benefits for social impact through well-being if managed ethically.

Providing social support in technology-based service encounters: Activating intrinsic motivations to create better outcomes

Marjan ASLAN, Byron Keating

This study explores how customers’ attitudes and preferences influence their interactions with virtual agents and human support across varying task complexities. Customers with a Positive Attitude towards Technology (PAT) demonstrate a clear preference for virtual agents that prioritize efficiency and minimal intrusion, aligning with their technological affinity and expectations for streamlined service. Conversely, individuals with a high Need for Human Interaction (NHI) derive significant benefits from social support, particularly in the context of simple tasks. Interestingly, for such straightforward interactions, the source of support—whether human or virtual—is less critical to satisfaction, provided the interaction meets the social needs of the customer. However, the dynamic shifts when tasks become more complex. In these scenarios, human support becomes indispensable for NHI customers, as virtual agents frequently fall short of delivering the interactional depth and nuanced understanding required for more challenging service exchanges. These findings highlight the importance of tailoring support systems to the affective and interactional preferences of customers. Businesses and designers of support systems should consider these distinctions when implementing virtual agent solutions, ensuring that such systems can accommodate the diverse needs of their users. By doing so, organizations can enhance user satisfaction, optimize support effectiveness, and foster stronger relationships with their customers. This research contributes to the broader understanding of human-technology interaction, offering practical insights for improving customer support strategies in an increasingly digital world.

Perfect Faces, Imperfect Fit: Why AI-Generated Advertising Misses the Mark for Older Australians

Neeru Sharma, Johra FATIMA

When AI-generated visuals are used in health, aged care, or community outreach campaigns, they risk undermining the trust of older Australians. Age-inclusive image standards and clear transparency rules can support engagement of ageing populations.

Investigating the influence of perceived humanization of service encounters on value creation of chatbot-assisted services

Irfan KHAN, Johra FATIMA, Somayeh Bahmanni, Sarvjeet Kaur CHATRATH, Naomi F Dale, Raechel JOHNS

While prior research has examined customer acceptance of humanized chatbots, the mechanisms through which they influence customer value creation remain unclear. This study aims to investigate the emerging concept of Perceived Humanization (PH), examining how hedonic motivation, social influence and anthropomorphism influence value creation through the serial mediation of PH and trust. The moderating roles of rapport and social presence are also explored.

Blockchain’s role in social welfare, financial inclusion, and public sector innovations in India: A multi-sector analysis of government-led initiatives

Jaskirat Singh, Gurdip Singh Batra, Sarvjeet Kaur Chatrath

This study investigates the integrated impact of blockchain technology in enhancing transparency, mitigating corruption, fostering trust, and promoting financial inclusion within India’s public sector, focusing on social welfare programs and related services for economically weaker sections (EWS) in urban slums. Using a mixed-methods approach combining surveys (n = 700) and qualitative insights from beneficiaries and public sector experts (n = 30) in Punjab, the research assesses government-led blockchain initiatives like the Vishvasya-Blockchain Technology Stack and NBFLite. Findings reveal significant positive associations between blockchain implementation and improvements in transparency (β = 0.74), trust (β = 0.76), financial inclusion (β = 0.68), and perceived corruption reduction (β = −0.63). Qualitative data contextualizes these findings, highlighting user experiences and critical adoption barriers, particularly digital literacy. The study contributes a novel, synthesized perspective on blockchain’s potential to drive synergistic improvements across interconnected public service domains (welfare, financial inclusion, potentially others like health/education), offering a holistic view crucial for urban policy and planning. Results provide actionable recommendations for policymakers regarding scaling adoption, addressing implementation challenges, investing in digital literacy, and establishing robust governance frameworks to leverage blockchain as a tool for inclusive socio-economic development in rapidly digitalizing urban environments.