Transforming customer engagement with artificial intelligence E-marketing: an E-retailer perspective in the era of retail 4.0

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

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The dark side of artificial intelligence in marketing: meta-analytics review

Marketing Intelligence & Planning, Journal Year: 2024, Volume and Issue: 42(7), P. 1234 - 1256

Published: June 5, 2024

Purpose Artificial intelligence (AI) has become a pivotal technology in both marketing and daily life. Despite extensive research on the benefits of AI, its adverse effects customers have received limited attention. Design/methodology/approach We employed meta-analysis to synthesise effect sizes from 45 studies encompassing 50 independent samples ( N = 19,503) illuminate negative facets AI's impact customer responses. Findings Adverse including privacy concern, perceived risks, alienation, uniqueness neglect, significant customers' cognitive (perceived benefit, trust), affective (attitude satisfaction) behavioural responses (purchase, loyalty, well-being). Additionally, moderators AI (online versus offline), (age, male vs. female), product (hedonic utilitarian, high low involvement), firm level (service manufacturing) national (individualism, power distance, masculinity, uncertainty avoidance, long-term orientation) moderate these relationships. Practical implications Our findings inform managers about drawbacks utilising as part their value proposition provide recommendations how minimise different contexts. policymakers need consider dark side especially among vulnerable groups. Originality/value This paper is first that previous providing comprehensive view diminishing

Language: Английский

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Banking with Chatbots: The Role of Demographic and Personality Traits

FIIB Business Review, Journal Year: 2024, Volume and Issue: unknown

Published: Feb. 11, 2024

This research seeks to investigate the influence of performance expectancy, effort facilitating conditions, habit and hedonic motivation on behavioural intention in context chatbot utilization within banking industry. Additionally, study explores moderation effects age, gender personality type relationships between use behaviour. The employs a quantitative survey customers, data have been analysed using partial least squares structural equation modelling artificial neural network. findings suggest that acceptance chatbots are influenced by range factors, including conditions motivation. also reveals only types can moderate relationship intentions provides insights for banks other financial institutions considering implementation as part their customer service strategy.

Language: Английский

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Why can’t we help but love mobile banking chatbots? Perspective of stimulus-organism-response

Journal of Financial Services Marketing, Journal Year: 2023, Volume and Issue: 29(3), P. 855 - 872

Published: June 21, 2023

Language: Английский

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Chatbots at the frontline: Unveiling antecedents of customers’ willingness to accept chatbot intervention in service recovery

Journal of Retailing and Consumer Services, Journal Year: 2025, Volume and Issue: 84, P. 104254 - 104254

Published: Feb. 12, 2025

Language: Английский

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Redesigning healthcare service delivery processes through medical chatbot integrations: balancing chatbot features and patients’ individual differences

Business Process Management Journal, Journal Year: 2025, Volume and Issue: unknown

Published: March 8, 2025

Purpose The utilization of virtual agents, particularly chatbots, within healthcare and medical contexts is witnessing exponential growth owing to their capacity provide comprehensive support patients throughout journey, by reshaping the business processes. Such transformation in service delivery processes enabled those digital entities able offer a preliminary screening consultation platform, facilitating patients’ interactions with real professionals. However, when redesigning through integration new technologies, particular attention reactions end users cannot be neglected. Thus, purpose this paper investigating how both chatbots' features patients' individual differences may shape redesigned/renewed sector. Design/methodology/approach Through two experimental studies (Study 1 Study 2), we examined impact chatbot tone voice (formal vs unformal) on behavioral responses, intention use. Findings Our investigation shed light chatbots’ characteristics terms perceived warmth, denoting friendliness empathy conveyed chatbot, competence, reflecting its effectiveness addressing user queries or tasks, used reshape process; Moreover, also moderating role emotional receptivity seeking, indicating that emotionality non-verbal communication between doctor patient, overlooked even innovative environments. Practical implications Managers marketers could leverage insights from study tailor interactions, optimizing enhance patient engagement satisfaction. By focusing warmth they can design more effective health solutions. Additionally, recognizing guide strategies for integrating chatbots way maintains human touch communications. Social importantly underscore relevance improving care, making empathetic responsive. This extends process management demonstrating emotionally intelligent contribute better basis personalized experiences. Originality/value originality about considering final users’ strategically plan services redesign. Indeed, it examines competence highlights emphasizing importance

Language: Английский

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Explore the anthropomorphism of service bots in tourism: A MASEM analysis based on stereotype content model

Current Issues in Tourism, Journal Year: 2025, Volume and Issue: unknown, P. 1 - 21

Published: April 8, 2025

Language: Английский

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Speaking Your Language: The Psychological Impact of Dialect Integration in Artificial Intelligence Systems

Current Opinion in Psychology, Journal Year: 2024, Volume and Issue: 58, P. 101840 - 101840

Published: June 29, 2024

Language: Английский

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Adapting to Industry 4.0 in France: Essential Competencies for a Future-Ready Workforce

Administrative Sciences, Journal Year: 2024, Volume and Issue: 14(12), P. 322 - 322

Published: Nov. 30, 2024

This paper identifies skills required for workers in Industry 4.0 France and provides insights to guide the development of a future research agenda. The draws on bibliometric analysis 80 papers, mapping technical interpersonal needed professionals adapt thrive evolving industrial landscape. results highlight importance multidisciplinary approach integrating competences information technology, automation, robotics, artificial intelligence, data analysis, project management, skills, adaptability, collaboration. holistic reveals six major domains: Technical, Flexibility, Inter-Agency, Soft Skills, Innovation, Information Technology. conclusions emphasize that interconnection between these domains is essential prepare workforce capable meeting challenges seizing opportunities France. shows there need integrated combines activities. It solid foundation formulating talent strategies educational curricula aligned with demands 4.0. By proposing agenda, this study not only highlights key areas further exploration—economic impact, public innovation policies, curriculum adaptation—but also contributes evolution human resources digital transformation era.

Language: Английский

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Consumer Adoption of AI-powered Virtual Assistants (AIVA): An Integrated Model Based on the SEM–ANN Approach

FIIB Business Review, Journal Year: 2023, Volume and Issue: unknown

Published: Oct. 11, 2023

Artificial intelligence (AI) has lured consumers to orchestrate their routine activities relying on such technologies. Though AI-powered virtual assistants (AIVAs) have gained traction among service providers, these are still lagging the demand front. This study intends develop an ‘AIVA adoption model’ delineated under a holistic framework based structural equation modelling and deep neural network incorporating multilayer perceptron algorithm. The sensitivity analysis designated ‘effort expectancy’ as most dominant antecedent of AIVA adoption, followed by ‘perceived innovativeness’. While risk’ held high relevance, tech users were equally concerned about performance in conjunction with its anthropomorphic response; however, they gave least consideration subjective norms. parallel mediation revealed that adopters preferred transactional relationships more than communal one, while simultaneous application both perspectives better generates loyal customers. moderation unveiled uncanny valley paradigm could not always be supportive, especially context AIVA. developed model may serve basis generate well sustain loyalty specified technology.

Language: Английский

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