Consumers acceptance of artificially intelligent (AI) device use in service delivery

International Journal of Information Management, Journal Year: 2019, Volume and Issue: 49, P. 157 - 169

Published: April 9, 2019

Language: Английский

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Hey Alexa … examine the variables influencing the use of artificial intelligent in-home voice assistants

Computers in Human Behavior, Journal Year: 2019, Volume and Issue: 99, P. 28 - 37

Published: May 3, 2019

Language: Английский

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Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature

Journal of Service Research, Journal Year: 2020, Volume and Issue: 23(4), P. 433 - 455

Published: June 2, 2020

In response to initial voices that put the customer experience (management) (CX(M)) movement into question, this article aims introduce a formal nomenclature push CX(M) field toward more mature state. First, drawing from an inductive analysis of 143 papers, authors identify 12 basic CX components aggregate three overarching building blocks—touchpoints (T, i.e., points interaction between and brand/firm), context (C, situationally available resources internal and/or external customer), qualities (Q, attributes reflect nature responses reactions interactions with brand/firm). The TCQ offers language make actionable, moving beyond breadth current definition frameworks by disentangling small bite-sized chunks (i.e., components) any academic practitioner, regardless their discipline, may understand use discuss manage CX. Second, using nomenclature, assess state literature (e.g., firm-controlled touchpoints cognitive emotional associated CX) underdeveloped nonfirm controlled market environmental in which emerges) areas ripe for future research. addition, they also provide set recommendations strengthen methodological rigor field. Third, support managers auditing CXM practices serve as basis design innovation.

Language: Английский

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Consumers response towards mobile commerce applications: S-O-R approach

International Journal of Information Management, Journal Year: 2020, Volume and Issue: 53, P. 102106 - 102106

Published: March 24, 2020

Language: Английский

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Alexa, do voice assistants influence consumer brand engagement? – Examining the role of AI powered voice assistants in influencing consumer brand engagement

Journal of Business Research, Journal Year: 2020, Volume and Issue: 124, P. 312 - 328

Published: Dec. 16, 2020

Language: Английский

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Personalization and hedonic motivation in creating customer experiences and loyalty in omnichannel retail

Journal of Retailing and Consumer Services, Journal Year: 2020, Volume and Issue: 57, P. 102233 - 102233

Published: Aug. 14, 2020

This study examines the effects of personalization and hedonic motivation on customer experience its loyalty outcomes in omnichannel retail context. The develops eight hypotheses which are tested using two survey samples (Finland (n = 2084) Sweden 2334). In addition, empirical analysis includes 20 semi-structured interviews. findings support all confirming positive relationships have cognitive emotional components. Further, confirmed. results provide both theoretical managerial insights for improved CX loyalty.

Language: Английский

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Examining consumer attitudes towards retailers' m-commerce mobile applications – An initial adoption vs. continuous use perspective

Journal of Business Research, Journal Year: 2019, Volume and Issue: 106, P. 139 - 157

Published: Oct. 16, 2019

Language: Английский

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A virtual market in your pocket: How does mobile augmented reality (MAR) influence consumer decision making?

Journal of Retailing and Consumer Services, Journal Year: 2020, Volume and Issue: 58, P. 102337 - 102337

Published: Oct. 17, 2020

Language: Английский

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Tourists’ Attitudes toward the Use of Artificially Intelligent (AI) Devices in Tourism Service Delivery: Moderating Role of Service Value Seeking

Journal of Travel Research, Journal Year: 2020, Volume and Issue: 61(1), P. 170 - 185

Published: Nov. 20, 2020

This study examines tourists’ attitudes toward the use of artificially intelligent (AI) devices in either relatively more utilitarian or hedonic tourism services (airline and hospitality services, respectively). Findings suggest that acceptance AI both service contexts is influenced by social influence, motivation, anthropomorphism, performance effort expectancy, emotions devices. further influence a stronger determinant compared to airline services. Tourists have higher expectancy from used provide Tourists’ willingness accept for delivering lower than These results while utilization functional acceptable, delivery may backfire.

Language: Английский

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Impact of customer experience on attitude and repurchase intention in online grocery retailing: A moderation mechanism of value Co-creation

Journal of Retailing and Consumer Services, Journal Year: 2021, Volume and Issue: 64, P. 102798 - 102798

Published: Oct. 8, 2021

Language: Английский

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