Artificial Intelligence or Human Service, Which Customer Service Failure Is More Unforgivable? A Counterfactual Thinking Perspective DOI Open Access
Yibo Xie, Zelin Tong,

Zhiyu Wu

et al.

Psychology and Marketing, Journal Year: 2025, Volume and Issue: unknown

Published: March 31, 2025

ABSTRACT With the continuous development and progress of Artificial Intelligence (AI) technology, intelligent customer service stands on tip wind waves AI. This rapid industry has made comparison collision between AI artificial a hot topic. paper proposes model exploring how failure human personnel influences satisfaction differently, with mediation variable counterfactual thinking moderation variables psychological distance empathy. Four studies using experimental design were conducted. Study 1 ( N = 80) investigates whether finding that can lead to higher than service. 2 demonstrates effect thinking, produces lower failure. 3 200) in process influencing satisfaction. 4 illustrates empathy from perspective uncanny valley effect. These findings provide evidence for research service, guidance improvement industry.

Language: Английский

Understanding consumer reactions to chatbot service failures: Evidence from a Wizard-of-Oz experiment DOI Creative Commons
Na Cai,

Jeakang Heo,

Jinzhe Yan

et al.

Acta Psychologica, Journal Year: 2025, Volume and Issue: 253, P. 104707 - 104707

Published: Jan. 9, 2025

Language: Английский

Citations

2
Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective DOI Creative Commons
Wilson Ozuem, Silvia Ranfagni, Michelle Willis

et al.

Psychology and Marketing, Journal Year: 2021, Volume and Issue: 38(9), P. 1440 - 1459

Published: June 18, 2021

While the debate on online service failure and recovery strategies has been given considerable attention in marketing information systems literature, evolving Covid-19 pandemic brought about new challenges both theoretically empirically consumption landscape. To fully understand customers' responses to during a crisis we asked 70 millennials from three European Countries-Italy, France, UK-to describe their (30 completed 4-week diary 40 qualitative survey). Drawing phenomenological, constructivist, hermeneutical approaches, utilizing an actor-network theory perspective, current study proposes framework for understanding pandemic. Conclusions highlight implications theory, policy, management practice through extending comprehensions of processes by examining how policies generate different social impacts situation which facilitate achievement customer satisfaction positive outcomes.

Language: Английский

Citations

99
What does phygital really mean? A conceptual introduction to the phygital customer experience (PH-CX) framework DOI
Wided Batat

Journal of Strategic Marketing, Journal Year: 2022, Volume and Issue: 32(8), P. 1220 - 1243

Published: April 5, 2022

Although phygital is overly used across businesses, the construct lacks an academic conceptualization. The existing studies define concept in regards to marketing channel approach, where most of time utilized refer multichannel, crosschannel, or omnichannel strategies. This view limits its application and provides only a narrow enormous potential phygital. Instead, should be viewed as comprehensive framework for better managing customer experiences. Such guarantees continuum value delivery by connecting offline online offerings. Instead confining logic, which has been dominant so far retail, we propose experience (PH-CX) new holistic that examines dynamics created customers' shifting from physical digital settings vice versa. PH-CX identifies fundamental driving forces, connectors, pillars strategy help managers design compelling done fluidifying journeys customers inversely, along with capturing consumers' values responding their tangible needs (e.g., quality) intangible emotional needs).

Language: Английский

Citations

53
COVID-19 research in management: An updated bibliometric analysis DOI
Hossein Hashemi, Reza Rajabi, Thomas G. Brashear

et al.

Journal of Business Research, Journal Year: 2022, Volume and Issue: 149, P. 795 - 810

Published: June 2, 2022

Language: Английский

Citations

40
The impact of COVID‐19 on consumer evaluation of authentic advertising messages DOI Open Access
Jooyoung Park, Jungkeun Kim, Daniel Chaein Lee

et al.

Psychology and Marketing, Journal Year: 2021, Volume and Issue: unknown

Published: Aug. 10, 2021

This study investigates the relationship between COVID-19 threat and consumer evaluation of a product with authenticity appeals in advertisements. We propose that threatening situations like motivate consumers to lower their uncertainty increase preference for products authentic advertising messages. Because individuals react differently environments according early-life experiences, commonly reflected childhood socioeconomic status, we examined whether status moderates First, secondary data from Google Trends provided empirical support our predictions. In additional experimental studies, participants evaluated different target four studies either manipulated (Studies 2 3) or measured 4 5) threat. Our results provide converging evidence positively evaluate messages under Consumers' motivation underlies effect on (Study 3). attempt reduce is more likely occur relatively higher 5). These findings suggest using during pandemic could effectively consumers' perceived generate positive evaluations.

Language: Английский

Citations

49
Online service failure: antecedents, moderators and consequences DOI
Mohd Adil, Mohd Sadiq, Charles Jebarajakirthy

et al.

Journal of Service Theory and Practice, Journal Year: 2022, Volume and Issue: 32(6), P. 797 - 842

Published: Oct. 18, 2022

Purpose The purpose of this study is to present a systematic review the online service failure (OSF) literature and conduct an exhaustive analysis academic research on emerging area. Design/methodology/approach current has adopted structured approach synthesize assess OSF literature. Further, uses Theory-Context-Characteristics-Methodology (TCCM) framework propose future directions in domain. Findings This shows that still developing remains mainly incoherent. develops conceptual integrating frequently reported antecedents, mediators, moderator consequences extant also synthesizes theoretical perspectives for Research limitations/implications followed specific inclusion exclusion criteria shortlist articles. articles published only English language were considered. Hence, findings cannot be generalized all Practical implications classified antecedents into customers' providers' roles which will enable providers understand sets factors driving OSF. It presents recovery strategies emphasizes role customer support fix Originality/value highly incoherent, suggesting synthesized needed. systematically reviewed its development over time proposes provides comprehensive understanding

Language: Английский

Citations

36
Luxury fashion brand customers’ perceptions of mobile marketing: Evidence of multiple communications and marketing channels DOI Creative Commons
Yllka Azemi, Wilson Ozuem, Ria Wiid

et al.

Journal of Retailing and Consumer Services, Journal Year: 2022, Volume and Issue: 66, P. 102944 - 102944

Published: Feb. 2, 2022

Previous studies have addressed some of the issues customers' perceptions mobile marketing, particularly affordances multiple communications and channels. Despite a proliferation in this field, theoretical exploration luxury fashion marketing channels remains at an exploratory stage. Drawing on elaboration likelihood model social constructivist perspective, current study conducted 37 in-depth interviews with Generation Z customers. We specifically examined how emotionally cognitively based emerge as they navigate message communications. Our conceptualizes four elements their journey that can drive customer engagement acquisition behavior. The integrative opens up interesting avenues for further research consumers' effects

Language: Английский

Citations

34
Understanding the accessibility of retail mobile banking during the COVID-19 pandemic DOI
Muhammad Naeem, Wilson Ozuem, Philippa Ward

et al.

International Journal of Retail & Distribution Management, Journal Year: 2022, Volume and Issue: 50(7), P. 860 - 879

Published: March 14, 2022

Purpose This study offers an understanding of vulnerable populations' experiences actual use mobile banking and their expectations (MB). Design/methodology/approach Data were generated from MB customers bankers using online reviews, focus groups semi-structured interviews, as a mix methods sources can provide rich in-depth understanding. Findings The affordance for populations is explained in four concepts: meaning, material, competency usability. Recommendations that could further engage improve the service quality apps include customization personalization services, access to digital health data members populations, audio-based option selection touchscreen options, enhancement performance standards. Research limitations/implications It suggested retail should by considering recommendations drawn people's experiences. discusses implications retailers. Originality/value applied social practice theory technology understand how those experienced apps; results be used accessibility, apps.

Language: Английский

Citations

29
Why do Consumers Forgive Online Travel Agencies? A Multi-study Approach DOI
Aman Kumar, Amit Shankar

Australasian Marketing Journal (AMJ), Journal Year: 2023, Volume and Issue: unknown

Published: Aug. 18, 2023

This paper investigates how consumers respond to online recovery strategies in response a service failure the travel agencies (OTA) context. The study also examines role of justice and forgiveness process. Firstly, qualitative was employed explore predominant exercised by providers. Further, we collect data from survey ( n = 335) using an questionnaire about OTA context examine proposed relationship based on Stimulus–Organism–Response (S-O-R) framework Justice theory. analysed CB-SEM fsQCA. Results show that speed, explanation, courtesy problem-solving are crucial strategies. highlighted consumers’ perceived play fsQCA results showed five solutions (i.e. various combinations causal antecedents) could facilitate formation repatronage intention. Our enriches literature. findings may help agents design suitable reduce negative effect their customers.

Language: Английский

Citations

22
Growth of digital brand name through customer satisfaction with big data analytics in the hospitality sector after the COVID-19 crisis DOI Creative Commons
Δαμιανός Π. Σακάς, Dimitrios P. Reklitis, Marina C. Terzi

et al.

International Journal of Information Management Data Insights, Journal Year: 2023, Volume and Issue: 3(2), P. 100190 - 100190

Published: July 25, 2023

This study examines the best practices for optimization of corporate digital brand name by taking into consideration customers' behavioral big data and web analytics. In first stage study, satisfaction have been extracted with assistance a scrapping tool from TripAdvisor 189 hotels in Hubei province, province hospitality websites gathered analytics platforms 5.7 million website visitors last 18 months. second research, those statistically analyzed including descriptive, correlation, regression analysis. Then, fuzzy cognitive map has created to present intercorrelation between parameters two scenarios developed customer satisfaction. Finally, an Agent-based model order simulate behavior TripAdvisor. The results indicated that need invest less social media advertisements than search engine achieve competitive advantage improve their name. Additionally, develop more engaging content maintain on time optimize contrast healthcare libraries websites.

Language: Английский

Citations

21