A magical cruise journey: service robots for entertainment on board DOI
M. Omar Parvez, Sima Rahimizhian, Mohammad Nurul Alam

et al.

Journal of Hospitality and Tourism Technology, Journal Year: 2025, Volume and Issue: unknown

Published: March 7, 2025

Purpose The integration of technology in the cruise ship industry offers tourists a valuable opportunity to engage with robotic services and entertainment while on board. This research aims explore how cruisers’ perceived enjoyment significantly influences disconfirmation emotional appeal robots. Design/methodology/approach In total, 500 cruisers traveling from Florida, who had experiences Royal Caribbean Mediterranean Shipping Company (MSC) ships, participated data collection through online platform Prolific, reputable for academic large diverse participant pool; 404 sets were analyzed partial least squares-structural equation model. Findings findings underscore positive impact travelers’ enjoyable robots not only enhance their but also contribute stronger effect. Moreover, customer engagement was found moderate relationship between positively, impacting overall satisfaction travelers. Originality/value takes unique approach subject, offering sentiment-based understanding ships. Its novel perspective these makes it compelling read those interested intersection hospitality.

Language: Английский

Engaging consumers through artificially intelligent technologies: Systematic review, conceptual model, and further research DOI Creative Commons
Linda D. Hollebeek, Choukri Menidjel, Marko Sarstedt

et al.

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

Citations

50
Embracing digital companions: Unveiling customer engagement with anthropomorphic AI service robots in cross-cultural context DOI
Khalid Mehmood, Pradeep Kautish, Tejas R. Shah

et al.

Journal of Retailing and Consumer Services, Journal Year: 2024, Volume and Issue: 79, P. 103825 - 103825

Published: March 18, 2024

Language: Английский

Citations

38
Smart Tourism Experience and Responsible Travelers' Behavior DOI
Mourad Aarabe,

Nouhaila Ben Khizzou,

Lhoussaine Alla

et al.

Advances in hospitality, tourism and the services industry (AHTSI) book series, Journal Year: 2024, Volume and Issue: unknown, P. 128 - 147

Published: June 3, 2024

The research on smart tourism experiences that take into account the responsible behavior of travelers is booming. relationship between development memorial consumer and promotion a highly sought-after area research. This especially true regarding potential use emerging technology solutions to enhance services, improve customer smartness, predict behavior, increase satisfaction loyalty. purpose this investigate how advancement can promote among customers businesses destinations. chapter presents systematic review literature interaction experience traveler in context transformation through digital platforms.

Language: Английский

Citations

35
Rapport with a chatbot? The underlying role of anthropomorphism in socio-cognitive perceptions of rapport and e-word of mouth DOI Creative Commons
Johra Kayeser Fatima, Md Irfanuzzaman Khan, Somayeh Bahmannia

et al.

Journal of Retailing and Consumer Services, Journal Year: 2024, Volume and Issue: 77, P. 103666 - 103666

Published: Jan. 3, 2024

This study examines the impact of rapport with chatbots on electronic word mouth (e-WOM), in first phase, by considering several antecedents including anthropomorphism. In second deeper insights are provided into moderated mediation role and moderation effect value creation hedonic motivation e-WOM engagement. With tourism services as research context, a survey was conducted among 257 visitors from three countries (China, India New Zealand), selected due to their diverse cultural backgrounds higher number inbound Australia. The partial least squares method used for data analysis along multi-group analysis. Findings report positive anthropomorphism developing digital interactions. Interestingly, had highest China followed India. only significant China, whereas moderator both Zealand. extends social exchange theory human–chatbot or artificial intelligence (AI) interaction context implications. findings useful organizations relying customer AI-based ensure long-term service through

Language: Английский

Citations

29
Anthropomorphism and consumer behaviour: A SPAR‐4‐SLR protocol compliant hybrid review DOI
Fateh Mohd Khan, Mohammad Anas, S.M. Fatah Uddin

et al.

International Journal of Consumer Studies, Journal Year: 2023, Volume and Issue: 48(1)

Published: Sept. 27, 2023

Abstract The notion of ‘anthropomorphism’ has been a subject intrigue for transdisciplinary academics and scholars the longest time, as origin this concept dates back to BCE (Before Common Era). Over past few decades, anthropomorphism literature burgeoning in marketing discipline its subfields (branding, advertising, consumer behaviour, etc.). This relatively novel stream adopts offers fascinating insights into consumers their choices, intentions. Although there have several qualitative review‐based assessments within field, none informed by quantitative tools or through framework‐based approach. Our hybrid variant systematic review fills gap using bibliometric techniques (performance analysis, co‐authorship analysis countries authors, co‐word keywords) Theories‐Context‐Characteristics‐Methods (TCCM) framework show evolution , trends intellectual structure behaviour research. We depict evolving trajectory over time sample 432 peer‐reviewed journal articles 27,671 secondary references (between 2005 2023) on behaviour. Significant results include identifying describing most influential articles, journals countries, different research streams, development, future directions. also present six knowledge clusters delineating field. An additional section depicting theories employed, characteristics explored, contexts examined, methods utilized domain presented. Furthermore, we used TCCM orchestrate possible trajectories By doing this, offer practitioners comprehension advancements comprehensive road map

Language: Английский

Citations

24
Understanding the consequences of robotic interaction quality and outcome quality: A three-phased affordance theory-based approach DOI
Huijun Yang, Hanqun Song, Lantian Xia

et al.

Journal of Hospitality Marketing & Management, Journal Year: 2024, Volume and Issue: 33(6), P. 763 - 783

Published: Jan. 27, 2024

Robotic interaction quality and outcome in restaurants are crucial engaging customers facilitating post-purchase behavior while few papers have examined their impact on psychological engagement value co-creation by experienced customers. Drawing upon the affordance theory interlinking service-dominant logic, this study has investigated robotic restaurant context using empirical data collected from 487 respondents China adopting structural equation modeling to investigate relevant impacts. The findings show that positively affect engagement, whereas only influences co-creation. There positive relationships between customers' co-creation, intention recommend restaurant. We also discussed theoretical managerial implications.

Language: Английский

Citations

15
Service robot acceptance in museums: an empirical study using the service robot acceptance model (sRAM) DOI
Amy Wong,

Jimmy Wong

Journal of Services Marketing, Journal Year: 2024, Volume and Issue: 38(5), P. 619 - 635

Published: Feb. 20, 2024

Purpose This study aims to apply the service robot acceptance model (sRAM) examine how attitude toward human–robot interaction (HRI) and engagement influence consumer of robots in a frontline setting. Design/methodology/approach Data was collected from 255 visitors who interacted with robotic tour guide at city museum. The data analyzed using smart PLS 4.0. Findings findings show positive effects subjective norms, appearance, perceived trust emotion on both HRI engagement. In addition, social capability impacted HRI, whereas usefulness affected Practical implications To deliver engaging museum experiences that bring about word-of-mouth intention visit, managers need incorporate sRAM dimensions design deployment robots. Originality/value research uses field empirically validate context acceptance. It introduces as novel mediating variable, enriching current understanding human-like qualities HRIs.

Language: Английский

Citations

13
Transforming customer engagement with artificial intelligence E-marketing: an E-retailer perspective in the era of retail 4.0 DOI
Rajat Kumar Behera, Pradip Kumar Bala, Nripendra P. Rana

et al.

Marketing Intelligence & Planning, Journal Year: 2024, Volume and Issue: 42(7), P. 1141 - 1168

Published: May 20, 2024

Purpose With the advancement of digital transformation, it is important for e-retailers to use artificial intelligence (AI) customer engagement (CE), as CE enables e-retail brands succeed. Essentially, AI e-marketing (AIeMktg) technological approaches in by blending data, and Retail 4.0 digitisation physical shopping experience. Therefore, era 4.0, this study investigates factors influencing AIeMktg transforming CE. Design/methodology/approach The primary data were collected from 305 e-retailer customers, analysis was performed using a quantitative methodology. Findings results reveal that has tremendous applications First, marketers swiftly responsibly anticipate predict demands provide relevant personalised messages offers with location-based e-marketing. Second, through continuous feedback loop, improves offerings analysing incorporating insights 360-degree view Originality/value main contribution theoretical underpinnings CE, AIeMktg, commitment 4.0. Subsequently, builds validates structural relationships among such underpinning variables which customers expect different type experience across channels.

Language: Английский

Citations

12
Attitude towards service robots in tourism and hospitality services settings — The effect of multidimensional anthropomorphism and technology readiness DOI Creative Commons
Furkan Baltacı, Miraç Yücel Başer, Mazlum Çelik

et al.

International Journal of Tourism Research, Journal Year: 2024, Volume and Issue: 26(4)

Published: July 1, 2024

Abstract The use of technology in tourism is increasing day by day. Service robots are now on the agenda. success developments that envisage a new experience for consumer tourists depends accurate prediction tourists' possible attitudes and behaviors influencing antecedents. This study examined usage intentions towards service multidimensional basis anthropomorphism technological readiness (TR). A survey was conducted with 1018 Türkiye face‐to‐face using QR codes. Findings showed attitude (AR) mediated relationship between anthropomorphism, intention to (IS). Participating anthropomorphically focused physical appearance rather than their functions internal structures. robot still limited industry. Therefore, empirical results obtained guiding theory practice terms academic studies providers.

Language: Английский

Citations

10
The Transformative Impact of Artificial Intelligence on Tourism Experience DOI
Mourad Aarabe,

Meryem Bouizgar,

Nouhaila Ben Khizzou

et al.

Advances in hospitality, tourism and the services industry (AHTSI) book series, Journal Year: 2024, Volume and Issue: unknown, P. 277 - 310

Published: Oct. 15, 2024

In today's turbulent and hyper-connected global environment, the integration of emerging technologies has become a necessity rather than choice. The aim this research is to identify trends, benefits, challenges, practical, theoretical implications artificial intelligence on tourism experience, focusing attention transformative potential AI. With perspective, authors propose rigorous systematic literature review following PRISMA protocol. results analysis, carried out using Nvivo software, reveal growing role impact in enhancing experience.

Language: Английский

Citations

10