AI Chatbot, Human, and In‐Between: Examining the Broader Spectrum of Technology‐Human Interactions in Driving Customer‐Brand Relationships Across Experience and Credence Services

Psychology and Marketing, Journal Year: 2024, Volume and Issue: unknown

Published: Dec. 5, 2024

ABSTRACT Advancements in artificial intelligence (AI) have driven companies to incorporate AI chatbots into service encounters. However, research exploring how balance human and interactions encounters for brand‐building strategies remains limited. Grounded social response theory the attachment‐aversion model of consumer‐brand relationships, this study examines effect different chat agent types (substitution chatbot, augmentation agent) on brand usage intention, with brand‐self distance consumer engagement as mediating mechanisms. Service (experience vs. credence service) act boundary conditions moderating relationship between agents distance. Through two experiments involving actual three agents, results show that substitution negatively influence consumers' perceived distance, engagement, intention across both types. For experience services, lead a closer than enhancing intention. While perform comparably agents. The offer guidance managers policymakers optimizing technological inputs enhance customer‐brand relationships.

Language: Английский

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Analyzing the impact of trust in financial institutions on Palestinian consumer attitudes towards AI-powered online banking: understanding key influencing factors

Competitiveness Review An International Business Journal incorporating Journal of Global Competitiveness, Journal Year: 2024, Volume and Issue: unknown

Published: March 28, 2024

Purpose The purpose of this paper is to investigate the factors influencing Palestinian consumer attitudes toward artificial intelligence (AI)-powered online banking, focusing on performance expectancy, effort social influence and facilitating conditions while considering moderating role trust in financial institutions. Design/methodology/approach To test hypotheses, an empirical study with a questionnaire was carried out. completed by 362 customers who use banking services. Findings findings show that significantly AI-powered banking. Furthermore, institutions as variable strengthens impact Therefore, more studies should focus certain fields cultural contexts get thorough grasp variables adoption acceptability. Research limitations/implications study's may be specific context, limiting generalizability. reliance self-reported data cross-sectional design constrain establishment causal relationships exploration dynamic over time. In addition, external technological advancements not captured could Practical implications Financial can leverage insights from research tailor their strategies for promoting emphasizing like perceived security ease use. Efforts build maintain are crucial fostering positive AI technologies. Policymakers these inform regulations initiatives support responsible sector, ensuring widespread effective implementation Originality/value This delves into It aims enrich literature exploring under-explored area meticulous examination, robust methodology insightful analysis. embarks novel journey uncharted terrain, seeking unearth unique existing landscape. Its offer valuable academia practitioners, enhancing understanding Palestine guiding strategic decisions operating region.

Language: Английский

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The Impact of Personalisation Algorithms on Consumer Engagement and Purchase Behaviour in AI-Enhanced Virtual Shopping Assistants

Research Square (Research Square), Journal Year: 2024, Volume and Issue: unknown

Published: May 22, 2024

Algorithms are increasingly used in consumer-oriented decision-making, and understanding how customers respond to them is crucial. The research grounded self-determination theory aims identify AI algorithm variables that affect consumers' decision-making. These can improve pleasure, engagement boost revenue by increasing customer loyalty. Online shopping involves making purchases through the internet, following a five-phase process. Artificial intelligence revolutionizing providing tailored experiences insights. Generative conversational generate product recommendations, while AI-driven systems offer advantages for both businesses consumers, boosting sales, satisfaction, optimizing study uses Social Exchange Theory (SET) Service-Dominant Logic (SDL) AI-powered technology benefit consumers offering personalized recommendations quick service. According study, different roles played algorithmic agents have impacts on purchasing decisions. This consistent with inverted U-shaped hypothesis. Purchase decisions made most influence when decision-making autonomy at medium degree. psychological processes behavioral attitudes of towards services buying must be understood. It recommends prioritize design raise users' self-efficacy maintain control over Understanding balancing human interaction strategies satisfaction.

Language: Английский

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Factors for Customers’ AI Use Readiness in Physical Retail Stores: The Interplay of Consumer Attitudes and Gender Differences

Information, Journal Year: 2024, Volume and Issue: 15(6), P. 346 - 346

Published: June 12, 2024

In addressing the nuanced interplay between consumer attitudes and Artificial Intelligence (AI) use readiness in physical retail stores, main objective of this study is to test impacts prior experience, as well perceived risks with AI technologies, self-assessment consumers’ ability manage moderator role gender relationship. Using a quantitative cross-sectional survey, data from 243 consumers familiar technologies were analyzed using structural equation modeling (SEM) methods explore these dynamics context stores. Additionally, moderating tested after invariance analysis across both groups. Key findings indicate that positive experience positively influences while serve deterrent. Gender differences significantly moderate effects, more negatively impacting women’s showing stronger impact on men’s readiness. The concludes retailers must consider gender-specific perceptions toward develop effective strategies for technology integration. Our research also highlights need address barriers biases when adopting technology.

Language: Английский

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Unveiling the influencing mechanism underlying users’ adoption and recommend intentions of central bank digital currency: A behavioral reasoning theory perspective

Journal of Retailing and Consumer Services, Journal Year: 2024, Volume and Issue: 81, P. 104050 - 104050

Published: Aug. 24, 2024

Language: Английский

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