Why do incumbent firms frequently reject non-incremental innovations? Beyond technical, structural, or economic factors, we propose an additional factor: the degree of the top management team's (TMT) frame flexibility, i.e., their capability to perceptually expand an innovation's categorical...

The primary goal of utilizing chatbots for customer service is to fulfill customer requests without requiring a conversation. However, the challenge to the sustainable adoption of innovations is overcoming the obstacles that prevent the innovation's spread. The current study examined factors...