{"id":"https://openalex.org/W7160992927","doi":"https://doi.org/10.1145/3768310.3807801","title":"Citizen Sentiment and Public Value in AI-Mediated Public Services: A Case Study of a Ministry Chatbot","display_name":"Citizen Sentiment and Public Value in AI-Mediated Public Services: A Case Study of a Ministry Chatbot","publication_year":2026,"publication_date":"2026-05-14","ids":{"openalex":"https://openalex.org/W7160992927","doi":"https://doi.org/10.1145/3768310.3807801"},"language":null,"primary_location":{"id":"doi:10.1145/3768310.3807801","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3768310.3807801","pdf_url":null,"source":null,"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 63rd ACM Conference on Computers and People Research","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://doi.org/10.1145/3768310.3807801","any_repository_has_fulltext":null},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5136057761","display_name":"Tehila Tigist Neguse","orcid":"https://orcid.org/0009-0000-5525-2828"},"institutions":[{"id":"https://openalex.org/I52170813","display_name":"Ariel University","ror":"https://ror.org/03nz8qe97","country_code":"IL","type":"education","lineage":["https://openalex.org/I52170813"]}],"countries":["IL"],"is_corresponding":false,"raw_author_name":"Tehila Tigist Neguse","raw_affiliation_strings":["Department of Industrial Engineering and Management, Ariel University, Ariel, Israel"],"raw_orcid":"https://orcid.org/0009-0000-5525-2828","affiliations":[{"raw_affiliation_string":"Department of Industrial Engineering and Management, Ariel University, Ariel, Israel","institution_ids":["https://openalex.org/I52170813"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5106519181","display_name":"Hagar Gabay","orcid":null},"institutions":[{"id":"https://openalex.org/I52170813","display_name":"Ariel University","ror":"https://ror.org/03nz8qe97","country_code":"IL","type":"education","lineage":["https://openalex.org/I52170813"]}],"countries":["IL"],"is_corresponding":false,"raw_author_name":"Hagar Gabay","raw_affiliation_strings":["Department of Industrial Engineering and Management, Ariel University, Ariel, Israel"],"raw_orcid":"https://orcid.org/0009-0000-0803-2435","affiliations":[{"raw_affiliation_string":"Department of Industrial Engineering and Management, Ariel University, Ariel, Israel","institution_ids":["https://openalex.org/I52170813"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5051400905","display_name":"Iris Reychav","orcid":"https://orcid.org/0000-0001-8963-3776"},"institutions":[{"id":"https://openalex.org/I52170813","display_name":"Ariel University","ror":"https://ror.org/03nz8qe97","country_code":"IL","type":"education","lineage":["https://openalex.org/I52170813"]}],"countries":["IL"],"is_corresponding":false,"raw_author_name":"Iris Reychav","raw_affiliation_strings":["Industrial Engineering and Management, Ariel University, Ariel, Israel"],"raw_orcid":"https://orcid.org/0000-0001-8963-3776","affiliations":[{"raw_affiliation_string":"Industrial Engineering and Management, Ariel University, Ariel, Israel","institution_ids":["https://openalex.org/I52170813"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5072034862","display_name":"R. McHaney","orcid":null},"institutions":[{"id":"https://openalex.org/I189590672","display_name":"Kansas State University","ror":"https://ror.org/05p1j8758","country_code":"US","type":"education","lineage":["https://openalex.org/I189590672"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Roger McHaney","raw_affiliation_strings":["College of Business Administration, Kansas State university, Manhattan, Kansas, USA"],"raw_orcid":"https://orcid.org/0000-0001-9501-3741","affiliations":[{"raw_affiliation_string":"College of Business Administration, Kansas State university, Manhattan, Kansas, USA","institution_ids":["https://openalex.org/I189590672"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5014454977","display_name":"Gideon Mekonnen Jonathan","orcid":"https://orcid.org/0000-0001-6360-7641"},"institutions":[{"id":"https://openalex.org/I161593684","display_name":"Stockholm University","ror":"https://ror.org/05f0yaq80","country_code":"SE","type":"education","lineage":["https://openalex.org/I161593684"]}],"countries":["SE"],"is_corresponding":false,"raw_author_name":"Gideon Mekonnen Jonathan","raw_affiliation_strings":["Department of Computer and Systems Sciences (DSV), Stockholm University, Kista, Stockholm, Sweden"],"raw_orcid":"https://orcid.org/0000-0001-6360-7641","affiliations":[{"raw_affiliation_string":"Department of Computer and Systems Sciences (DSV), Stockholm University, Kista, Stockholm, Sweden","institution_ids":["https://openalex.org/I161593684"]}]}],"institutions":[],"countries_distinct_count":3,"institutions_distinct_count":5,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.74927397,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"50","last_page":"58"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.4902999997138977,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.4902999997138977,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T11636","display_name":"Artificial Intelligence in Healthcare and Education","score":0.05119999870657921,"subfield":{"id":"https://openalex.org/subfields/2718","display_name":"Health Informatics"},"field":{"id":"https://openalex.org/fields/27","display_name":"Medicine"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T11147","display_name":"Misinformation and Its Impacts","score":0.03849999979138374,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/chatbot","display_name":"Chatbot","score":0.7404000163078308},{"id":"https://openalex.org/keywords/christian-ministry","display_name":"Christian ministry","score":0.5055000185966492},{"id":"https://openalex.org/keywords/value","display_name":"Value (mathematics)","score":0.4643999934196472},{"id":"https://openalex.org/keywords/government","display_name":"Government (linguistics)","score":0.322299987077713},{"id":"https://openalex.org/keywords/public-value","display_name":"Public value","score":0.31130000948905945}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.7404000163078308},{"id":"https://openalex.org/C521751864","wikidata":"https://www.wikidata.org/wiki/Q1729207","display_name":"Christian ministry","level":2,"score":0.5055000185966492},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.47870001196861267},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.4643999934196472},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.40470001101493835},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3398999869823456},{"id":"https://openalex.org/C2778137410","wikidata":"https://www.wikidata.org/wiki/Q2732820","display_name":"Government (linguistics)","level":2,"score":0.322299987077713},{"id":"https://openalex.org/C3116431","wikidata":"https://www.wikidata.org/wiki/Q31728","display_name":"Public administration","level":1,"score":0.31940001249313354},{"id":"https://openalex.org/C2779498785","wikidata":"https://www.wikidata.org/wiki/Q4330222","display_name":"Public value","level":2,"score":0.31130000948905945},{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.29019999504089355},{"id":"https://openalex.org/C2908647359","wikidata":"https://www.wikidata.org/wiki/Q2625603","display_name":"Population","level":2,"score":0.26840001344680786},{"id":"https://openalex.org/C108827166","wikidata":"https://www.wikidata.org/wiki/Q175975","display_name":"Internet privacy","level":1,"score":0.26499998569488525}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/3768310.3807801","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3768310.3807801","pdf_url":null,"source":null,"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 63rd ACM Conference on Computers and People Research","raw_type":"proceedings-article"}],"best_oa_location":{"id":"doi:10.1145/3768310.3807801","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3768310.3807801","pdf_url":null,"source":null,"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 63rd ACM Conference on Computers and People Research","raw_type":"proceedings-article"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":21,"referenced_works":["https://openalex.org/W2001141960","https://openalex.org/W2131587748","https://openalex.org/W2576580932","https://openalex.org/W2804103772","https://openalex.org/W2964543620","https://openalex.org/W2997899281","https://openalex.org/W4205906775","https://openalex.org/W4206696791","https://openalex.org/W4281673713","https://openalex.org/W4382812952","https://openalex.org/W4385566289","https://openalex.org/W4388334656","https://openalex.org/W4388793542","https://openalex.org/W4390376062","https://openalex.org/W4393338050","https://openalex.org/W4400178429","https://openalex.org/W4401077661","https://openalex.org/W4403965978","https://openalex.org/W4409106721","https://openalex.org/W4412961434","https://openalex.org/W7117734780"],"related_works":[],"abstract_inverted_index":{"Governments":[0],"increasingly":[1],"deploy":[2],"artificial":[3],"intelligence":[4],"(AI)-driven":[5],"chatbots":[6,199],"to":[7],"improve":[8],"accessibility":[9],"and":[10,28,60,66,83,141,143,168,200],"efficiency":[11],"in":[12,148,209],"citizen":[13,95],"service":[14,129,176,211],"delivery.":[15],"Yet":[16],"empirical":[17,191],"evidence":[18],"remains":[19],"limited":[20,121],"regarding":[21],"how":[22,29,183],"citizens":[23],"affectively":[24],"experience":[25],"these":[26],"systems":[27],"such":[30],"experiences":[31,196],"can":[32,187],"inform":[33],"the":[34,72,131,154,163,180],"evaluation":[35],"of":[36,45,53,165,171],"AI-mediated":[37],"public":[38,64,210],"services.":[39],"This":[40],"study":[41,52,73,181],"examines":[42],"Israel's":[43],"Ministry":[44],"Labor":[46],"chatbot":[47],"through":[48,86],"a":[49,69,78,87,116,189,202],"quantitative":[50],"case":[51],"1,846":[54],"citizen\u2013chatbot":[55,172],"interactions":[56],"collected":[57],"between":[58],"May":[59],"November":[61],"2024.":[62],"Using":[63],"value":[65],"legitimacy":[67],"as":[68,130],"conceptual":[70],"lens,":[71],"applies":[74],"sentiment":[75,149],"analysis":[76,125],"with":[77,120,197],"Hebrew-language":[79],"transformer":[80],"model":[81],"(HeBERT)":[82],"topic":[84],"classification":[85],"hybrid":[88],"semi-supervised":[89],"approach.":[90],"Results":[91],"show":[92],"that":[93],"most":[94],"enquiries":[96,105],"were":[97,106,111,152],"neutral":[98,113],"(57.45%)":[99],"or":[100],"negative":[101],"(39.24%),":[102],"while":[103],"positive":[104],"rare":[107],"(3.31%).":[108],"Chatbot":[109],"responses":[110],"overwhelmingly":[112],"(90.24%),":[114],"indicating":[115],"consistent":[117],"institutional":[118],"tone":[119],"emotional":[122,167],"expressiveness.":[123],"Topic":[124],"identified":[126],"reserve":[127],"military":[128],"dominant":[132],"enquiry":[133],"category":[134],"(78.6%),":[135],"followed":[136],"by":[137],"dismissal,":[138],"general":[139],"bureaucracy,":[140],"parenthood":[142],"leave.":[144],"Although":[145],"descriptive":[146],"differences":[147],"across":[150],"topics":[151],"observed,":[153],"association":[155],"was":[156],"not":[157],"statistically":[158],"significant.":[159],"The":[160],"findings":[161],"underscore":[162],"importance":[164],"examining":[166],"contextual":[169],"dimensions":[170],"interaction":[173,184],"alongside":[174],"operational":[175],"metrics.":[177],"More":[178],"broadly,":[179],"demonstrates":[182],"log":[185],"data":[186],"offer":[188],"scalable":[190],"lens":[192],"on":[193],"citizens'":[194],"affective":[195],"government":[198],"provides":[201],"replicable":[203],"approach":[204],"for":[205],"analysing":[206],"citizenfacing":[207],"AI":[208],"contexts.":[212]},"counts_by_year":[],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2026-05-14T00:00:00"}