Engaging consumers through artificially intelligent technologies: Systematic review, conceptual model, and further research

Psychology and Marketing, Journal Year: 2024, Volume and Issue: 41(4), P. 880 - 898

Published: Jan. 4, 2024

Abstract While consumer engagement (CE) in the context of artificially intelligent (AI‐based) technologies (e.g., chatbots, smart products, voice assistants, or autonomous cars) is gaining traction, themes characterizing this emerging, interdisciplinary corpus work remain indeterminate, exposing an important literature‐based gap. Addressing gap, we conduct a systematic review 89 studies using Preferred Reporting Items for Systematic reviews and Meta‐Analyses (PRISMA) approach to synthesize AI‐based CE literature. Our yields three major CE, including (i) Increasingly accurate service provision through ; (ii) Capacity (co)create consumer‐perceived value , (iii) CE's reduced effort their task execution . We also develop conceptual model that proposes antecedents personal, technological, interactional, social, situational factors, consequences consumer‐based, firm‐based, human‐AI collaboration outcomes. conclude by offering pertinent implications theory development future research questions derived from proposed CE) practice reducing costs brand/firm interactions).

Language: Английский

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The influence of anthropomorphic appearance of artificial intelligence products on consumer behavior and brand evaluation under different product types

Journal of Retailing and Consumer Services, Journal Year: 2023, Volume and Issue: 74, P. 103432 - 103432

Published: June 3, 2023

Language: Английский

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Perceived value of AI-based recommendations service: the case of voice assistants

Service Business, Journal Year: 2023, Volume and Issue: 17(1), P. 81 - 112

Published: Feb. 27, 2023

Abstract The application of artificial intelligence in services is continuously spreading. In particular, one the most important recent trends development virtual assistants, more particularly; voice which provide consumers with various (e.g. information, music) and product service recommendations based on their preferences. There a need to understand how valuable these are for consumers. This study contributes emerging body research into consumers’ use that assistants make three key ways: (1) by analysing roles benefits (i.e. convenience, compatibility, personalisation) they derive costs expend cognitive effort, intrusiveness) value creation process related assistants’ recommendations; (2) evaluating effect social presence (the assistant feature) perceived recommendations, through associated (3) determining affects consumer engagement. An online survey was used collect data. Partial least squares structural equation modelling (PLS-SEM) employed analyse conceptual model. core findings as follows. First, enhances (especially reduces (except effort) assistants. Second, personalisation shown be strongest determinant but intrusiveness potential inhibitor way increasing value. Third, positive relationship observed between engagement

Language: Английский

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Can chatbot customer service match human service agents on customer satisfaction? An investigation in the role of trust

Journal of Retailing and Consumer Services, Journal Year: 2023, Volume and Issue: 76, P. 103600 - 103600

Published: Oct. 17, 2023

Language: Английский

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Will artificial intelligence drive the advancements in higher education? A tri-phased exploration

Technological Forecasting and Social Change, Journal Year: 2024, Volume and Issue: 201, P. 123258 - 123258

Published: Feb. 9, 2024

Language: Английский

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