{"id":"https://openalex.org/W7160300403","doi":"https://doi.org/10.3390/digital6020036","title":"Digital Frontline: An AI Role-Play Simulation of IT Support Crises in the Implementation of Agile-Blended Learning","display_name":"Digital Frontline: An AI Role-Play Simulation of IT Support Crises in the Implementation of Agile-Blended Learning","publication_year":2026,"publication_date":"2026-05-05","ids":{"openalex":"https://openalex.org/W7160300403","doi":"https://doi.org/10.3390/digital6020036"},"language":"en","primary_location":{"id":"doi:10.3390/digital6020036","is_oa":true,"landing_page_url":"https://doi.org/10.3390/digital6020036","pdf_url":"https://www.mdpi.com/2673-6470/6/2/36/pdf?version=1777979554","source":{"id":"https://openalex.org/S4210185390","display_name":"Digital","issn_l":"2673-6470","issn":["2673-6470"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Digital","raw_type":"journal-article"},"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://www.mdpi.com/2673-6470/6/2/36/pdf?version=1777979554","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5061253110","display_name":"Jessie Ming Sin Wong","orcid":"https://orcid.org/0000-0002-1078-6073"},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Jessie Ming Sin Wong","raw_affiliation_strings":["School of Education and Languages, Hong Kong Metropolitan University, Ho Man Tin, Kowloon, Hong Kong"],"raw_orcid":"https://orcid.org/0000-0002-1078-6073","affiliations":[{"raw_affiliation_string":"School of Education and Languages, Hong Kong Metropolitan University, Ho Man Tin, Kowloon, Hong Kong","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5022312206","display_name":"Kam-cheong Li","orcid":null},"institutions":[{"id":"https://openalex.org/I4210151260","display_name":"Guangdong Open University","ror":"https://ror.org/054fysp39","country_code":"CN","type":"education","lineage":["https://openalex.org/I4210151260"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Kam-Cheong Li","raw_affiliation_strings":["School of International Studies, Guangdong Open University, Zhongshan 528458, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of International Studies, Guangdong Open University, Zhongshan 528458, China","institution_ids":["https://openalex.org/I4210151260"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5061253110"],"corresponding_institution_ids":[],"apc_list":{"value":1000,"currency":"CHF","value_usd":1114},"apc_paid":{"value":1000,"currency":"CHF","value_usd":1114},"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.53497893,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"6","issue":"2","first_page":"36","last_page":"36"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T14074","display_name":"Persona Design and Applications","score":0.17149999737739563,"subfield":{"id":"https://openalex.org/subfields/1709","display_name":"Human-Computer Interaction"},"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/T14074","display_name":"Persona Design and Applications","score":0.17149999737739563,"subfield":{"id":"https://openalex.org/subfields/1709","display_name":"Human-Computer Interaction"},"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/T13895","display_name":"Educational Leadership and Innovation","score":0.16120000183582306,"subfield":{"id":"https://openalex.org/subfields/3304","display_name":"Education"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13994","display_name":"The Impact of Diversity and Innovation on Society","score":0.028699999675154686,"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/futures-studies","display_name":"Futures studies","score":0.6100999712944031},{"id":"https://openalex.org/keywords/thematic-analysis","display_name":"Thematic analysis","score":0.4722000062465668},{"id":"https://openalex.org/keywords/troubleshooting","display_name":"Troubleshooting","score":0.40939998626708984},{"id":"https://openalex.org/keywords/heuristics","display_name":"Heuristics","score":0.400299996137619},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.39959999918937683},{"id":"https://openalex.org/keywords/scenario-analysis","display_name":"Scenario analysis","score":0.3840000033378601},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.3763999938964844},{"id":"https://openalex.org/keywords/population","display_name":"Population","score":0.35019999742507935}],"concepts":[{"id":"https://openalex.org/C64848388","wikidata":"https://www.wikidata.org/wiki/Q188867","display_name":"Futures studies","level":2,"score":0.6100999712944031},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5580999851226807},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5001999735832214},{"id":"https://openalex.org/C74196892","wikidata":"https://www.wikidata.org/wiki/Q7781188","display_name":"Thematic analysis","level":3,"score":0.4722000062465668},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.41999998688697815},{"id":"https://openalex.org/C147494362","wikidata":"https://www.wikidata.org/wiki/Q2078905","display_name":"Troubleshooting","level":2,"score":0.40939998626708984},{"id":"https://openalex.org/C127705205","wikidata":"https://www.wikidata.org/wiki/Q5748245","display_name":"Heuristics","level":2,"score":0.400299996137619},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.39959999918937683},{"id":"https://openalex.org/C18785705","wikidata":"https://www.wikidata.org/wiki/Q1931373","display_name":"Scenario analysis","level":2,"score":0.3840000033378601},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.3763999938964844},{"id":"https://openalex.org/C2908647359","wikidata":"https://www.wikidata.org/wiki/Q2625603","display_name":"Population","level":2,"score":0.35019999742507935},{"id":"https://openalex.org/C539667460","wikidata":"https://www.wikidata.org/wiki/Q2414942","display_name":"Management science","level":1,"score":0.3352999985218048},{"id":"https://openalex.org/C313442","wikidata":"https://www.wikidata.org/wiki/Q778556","display_name":"Persona","level":2,"score":0.3077000081539154},{"id":"https://openalex.org/C48243021","wikidata":"https://www.wikidata.org/wiki/Q932522","display_name":"Strategic planning","level":2,"score":0.30649998784065247},{"id":"https://openalex.org/C109359841","wikidata":"https://www.wikidata.org/wiki/Q728944","display_name":"Inclusion (mineral)","level":2,"score":0.30300000309944153},{"id":"https://openalex.org/C184356942","wikidata":"https://www.wikidata.org/wiki/Q830382","display_name":"Best practice","level":2,"score":0.3027999997138977},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.29170000553131104},{"id":"https://openalex.org/C45237549","wikidata":"https://www.wikidata.org/wiki/Q1376796","display_name":"Restructuring","level":2,"score":0.2897999882698059},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.27459999918937683},{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.27390000224113464},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.2596000134944916},{"id":"https://openalex.org/C14036430","wikidata":"https://www.wikidata.org/wiki/Q3736076","display_name":"Function (biology)","level":2,"score":0.25940001010894775},{"id":"https://openalex.org/C75531824","wikidata":"https://www.wikidata.org/wiki/Q7096696","display_name":"Operating model","level":2,"score":0.2565000057220459},{"id":"https://openalex.org/C79974875","wikidata":"https://www.wikidata.org/wiki/Q483639","display_name":"Cloud computing","level":2,"score":0.25609999895095825}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.3390/digital6020036","is_oa":true,"landing_page_url":"https://doi.org/10.3390/digital6020036","pdf_url":"https://www.mdpi.com/2673-6470/6/2/36/pdf?version=1777979554","source":{"id":"https://openalex.org/S4210185390","display_name":"Digital","issn_l":"2673-6470","issn":["2673-6470"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Digital","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:565c3a7b01d84480b43efe27b3eb0b39","is_oa":false,"landing_page_url":"https://doaj.org/article/565c3a7b01d84480b43efe27b3eb0b39","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Digital, Vol 6, Iss 2, p 36 (2026)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.3390/digital6020036","is_oa":true,"landing_page_url":"https://doi.org/10.3390/digital6020036","pdf_url":"https://www.mdpi.com/2673-6470/6/2/36/pdf?version=1777979554","source":{"id":"https://openalex.org/S4210185390","display_name":"Digital","issn_l":"2673-6470","issn":["2673-6470"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Digital","raw_type":"journal-article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure","score":0.5713686943054199}],"awards":[{"id":"https://openalex.org/G4993253614","display_name":null,"funder_award_id":"SOL-SPG2024/01","funder_id":"https://openalex.org/F1113051868","funder_display_name":"Hong Kong Metropolitan University"}],"funders":[{"id":"https://openalex.org/F1113051868","display_name":"Hong Kong Metropolitan University","ror":"https://ror.org/0349bsm71"}],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W7160300403.pdf","grobid_xml":"https://content.openalex.org/works/W7160300403.grobid-xml"},"referenced_works_count":33,"referenced_works":["https://openalex.org/W1501592817","https://openalex.org/W1580022002","https://openalex.org/W1992097573","https://openalex.org/W2010702374","https://openalex.org/W2019475688","https://openalex.org/W2031909074","https://openalex.org/W2119748171","https://openalex.org/W2403118115","https://openalex.org/W2599687961","https://openalex.org/W2756282455","https://openalex.org/W2783757893","https://openalex.org/W2950259838","https://openalex.org/W2972324304","https://openalex.org/W3033300489","https://openalex.org/W3037519139","https://openalex.org/W4251621061","https://openalex.org/W4281488874","https://openalex.org/W4317436037","https://openalex.org/W4320081749","https://openalex.org/W4324378693","https://openalex.org/W4380538392","https://openalex.org/W4395071015","https://openalex.org/W4400949264","https://openalex.org/W4402845434","https://openalex.org/W4403802426","https://openalex.org/W4404829414","https://openalex.org/W4406959555","https://openalex.org/W4407877278","https://openalex.org/W4408421495","https://openalex.org/W4411556367","https://openalex.org/W4411556475","https://openalex.org/W4412868340","https://openalex.org/W4414393107"],"related_works":[],"abstract_inverted_index":{"The":[0,111,196],"global":[1],"shift":[2],"to":[3,57,68,77,218,227,231],"remote":[4],"instruction":[5],"has":[6],"accelerated":[7],"the":[8,17,36,104,141,159,164,187,233],"adoption":[9],"of":[10,20,39,54,189,236],"frameworks":[11],"like":[12],"Agile-blended":[13],"learning":[14,238],"(ABL),":[15],"yet":[16],"operational":[18,115,209],"challenges":[19],"these":[21,157],"technology-intensive":[22],"models":[23,136],"remain":[24],"largely":[25],"unexplored.":[26],"This":[27],"study":[28],"addresses":[29],"this":[30],"\u201coperational":[31],"foresight":[32],"gap\u201d":[33],"by":[34,127],"examining":[35],"often-overlooked":[37],"perspective":[38],"university":[40],"IT":[41,55,73,190,220],"support":[42,121],"staff.":[43],"Since":[44],"ABL":[45,80],"is":[46],"a":[47,51,107,205],"nascent":[48],"framework":[49],"lacking":[50],"large":[52,89],"population":[53],"professionals":[56],"survey,":[58],"we":[59],"employed":[60],"an":[61],"exploratory":[62],"artificial":[63],"intelligence":[64],"(AI)":[65],"role-play":[66],"methodology":[67],"generate":[69],"simulated":[70],"heuristics":[71],"anticipating":[72],"staff\u2019s":[74],"professional":[75],"responses":[76],"five":[78],"common":[79],"implementation":[81,170,235],"scenarios.":[82],"Data":[83],"were":[84],"generated":[85],"using":[86],"four":[87],"distinct":[88],"language":[90],"models:":[91],"GPT-4.1,":[92],"Gemini":[93],"2.5":[94],"Pro,":[95],"Claude":[96],"Sonnet":[97],"4,":[98],"and":[99,123,151,167,186],"DeepSeek":[100],"R1.":[101],"We":[102],"analyzed":[103],"results":[105],"through":[106],"structured":[108],"thematic":[109],"analysis.":[110],"simulations":[112],"identified":[113],"potential":[114],"crises,":[116],"including":[117],"ecosystem":[118,139,166],"fragmentation,":[119],"unsustainable":[120],"workloads,":[122],"systemic":[124],"instability":[125],"caused":[126],"unvetted":[128],"tools.":[129],"Cross-model":[130],"analysis":[131],"revealed":[132],"that":[133,199,215],"while":[134],"Western":[135],"focused":[137],"on":[138],"integration,":[140],"non-Western":[142],"model":[143],"(DeepSeek":[144],"R1)":[145],"uniquely":[146],"highlighted":[147],"regional":[148],"access":[149],"barriers":[150],"low-cost":[152],"open-source":[153],"solutions.":[154],"To":[155],"mitigate":[156],"risks,":[158],"AI":[160],"persona":[161],"proposed":[162],"unifying":[163],"technology":[165],"adopting":[168],"phased":[169],"strategies.":[171],"However,":[172],"successful":[173],"execution":[174],"requires":[175],"specific":[176],"resources,":[177],"most":[178],"notably":[179],"increased":[180],"specialized":[181],"staffing,":[182],"dedicated":[183],"infrastructure":[184],"funding,":[185],"inclusion":[188],"leadership":[191],"in":[192,208],"strategic":[193,229],"academic":[194],"planning.":[195],"findings":[197],"suggest":[198],"pedagogical":[200],"innovation":[201],"cannot":[202],"succeed":[203],"without":[204],"corresponding":[206],"evolution":[207],"support.":[210],"These":[211],"AI-generated":[212],"hypotheses":[213],"indicate":[214],"universities":[216],"need":[217],"help":[219],"departments":[221],"transition":[222],"from":[223],"reactive":[224],"service":[225],"providers":[226],"proactive":[228],"partners":[230],"ensure":[232],"sustainable":[234],"flexible":[237],"models.":[239]},"counts_by_year":[],"updated_date":"2026-07-23T08:03:31.855105","created_date":"2026-05-06T00:00:00"}