Service Industries Journal,
Journal Year:
2022,
Volume and Issue:
42(13-14), P. 973 - 1000
Published: Aug. 2, 2022
Although
service
robots
are
causing
a
paradigm
shift
in
the
industry
by
creating
new
interactions
with
customers,
there
is
limited
knowledge
regarding
which
elements
of
create
desirable
customers.
To
address
this
gap,
study
invited
situated
action
theory
to
investigate
shaping
customers'
meaningful
engagement.
252
responses
from
survey
were
analyzed.
These
revealed
that
some
socio-functional
primary
for
engagement
affecting
both
experiential
and
instrumental
outcomes,
whereas
others
salient
either
one
outcomes.
Our
analysis
also
examined
personal
innovativeness
viability
human–robot
team
pertaining
This
contributes
literature
identifying
exploring
how
they
It
provides
practical
implications
companies,
demonstrating
critical
enhancing
their
quality
developing
robot-driven
environments.
Journal of the Academy of Marketing Science,
Journal Year:
2020,
Volume and Issue:
49(1), P. 30 - 50
Published: Nov. 4, 2020
Abstract
The
authors
develop
a
three-stage
framework
for
strategic
marketing
planning,
incorporating
multiple
artificial
intelligence
(AI)
benefits:
mechanical
AI
automating
repetitive
functions
and
activities,
thinking
processing
data
to
arrive
at
decisions,
feeling
analyzing
interactions
human
emotions.
This
lays
out
the
ways
that
can
be
used
research,
strategy
(segmentation,
targeting,
positioning,
STP),
actions.
At
research
stage,
collection,
market
analysis,
customer
understanding.
(STP)
segmentation
(segment
recognition),
targeting
recommendation),
positioning
resonance).
action
standardization,
personalization,
relationalization.
We
apply
this
various
areas
of
marketing,
organized
by
4Ps/4Cs,
illustrate
use
AI.
Journal of Business Research,
Journal Year:
2022,
Volume and Issue:
155, P. 113364 - 113364
Published: Nov. 17, 2022
This
study
provides
a
systematic
overview
of
innovation
research
strands
revolving
around
AI.
By
adopting
Systematic
Quantitative
Literature
Review
(SQLR)
approach,
we
retrieved
articles
published
in
academic
journals,
and
analysed
them
using
bibliometric
techniques
such
as
keyword
co-occurrences
bibliographic
coupling.
The
findings
allow
us
to
offer
an
up-to-date
outline
existing
literature
that
are
embedded
into
interpretative
framework
allowing
disentangle
the
key
antecedents
consequences
AI
context
innovation.
Among
antecedents,
identify
technological,
social,
economic
reasons
leading
firms
embrace
innovate.
In
addition
detecting
disciplinary
foci,
also
firms'
product
innovation,
process
business
model
social
deployment.
Drawing
on
from
this
study,
directions
for
further
investigation
relation
different
types
Journal of Service Research,
Journal Year:
2021,
Volume and Issue:
24(1), P. 3 - 8
Published: Jan. 12, 2021
Artificial
intelligence
(AI)
is
likely
to
spawn
revolutionary
transformational
effects
on
service
organizations,
including
by
impacting
the
ways
in
which
firms
engage
with
their
customers.
In
parallel,
customer
engagement
(CE),
reflects
interactions
brands,
offerings,
or
firms,
has
risen
top
of
many
managers’
strategic
wish
lists
last
decade.
However,
despite
literature-based
advances
made
both
areas,
AI
and
CE
are
largely
investigated
isolation
date,
yielding
a
paucity
insight
into
interface.
response
this
gap,
Special
Issue
offers
pioneering
exploration
automated
AI-based
interactions.
Our
editorial
first
reviews
AI’s
Industry
4.0
underpinnings,
followed
an
important
typology
that
comprises
robotic
process
automation
(RPA),
machine
learning
(ML),
deep
(DL)
applications.
We
then
offer
high-level
synopsis
existing
research,
development
set
integrative
propositions
Next,
we
introduce
papers,
feature
particular
RPA,
ML,
DL
conclude
overview
further
research
avenues
growing
area,
potential
develop
powerful
substream
coming
years.
Journal of Product & Brand Management,
Journal Year:
2021,
Volume and Issue:
31(2), P. 293 - 309
Published: June 21, 2021
Purpose
In
recent
years,
customer
engagement
(CE)
with
brands,
which
has
been
shown
to
yield
enhanced
firm
sales,
competitive
advantage
and
stock
returns,
risen
occupy
a
prominent
position
in
brand
management
research
practice.
Correspondingly,
scholars
have
explored
CE’s
conceptualization,
operationalization
its
nomological
networks
as
informed
by
different
theoretical
perspectives.
However,
spite
of
important
advances,
the
knowledge
structure
overall
corpus
CE
remains
tenuous.
Therefore,
purpose
this
paper
is
explore
intellectual
research.
Design/methodology/approach
Based
on
gap,
study
deploys
bibliometric
network
analysis
map
literature-based
landscape.
Using
analysis,
CE-publishing
journals,
authors
influential
articles
(2005–2020)
are
uncovered.
themes
also
unearthed.
Findings
The
results
document
key
journals
their
respective
contributions
literature.
Five
identified,
including
measurement/methods,
online
CE,
value
co-creating
capacity,
conceptualization
customer/consumer
engagement.
Further,
an
agenda
for
future
provided
based
presented
results.
Practical
implications
reported
findings
generate
managers.
For
example,
identified
critical
role
(vs
offline)
offers
range
strategic
opportunities,
outlined.
Originality/value
This
pioneering
literature,
thus
mapping
field.
From
themes,
avenues
further
identified.
Journal of Business and Industrial Marketing,
Journal Year:
2022,
Volume and Issue:
37(13), P. 48 - 63
Published: March 30, 2022
Purpose
Due
to
the
recent
development
of
Big
Data
and
artificial
intelligence
(AI)
technology
solutions
in
customer
relationship
management
(CRM),
this
paper
provides
a
systematic
overview
field,
thus
unveiling
gaps
providing
promising
paths
for
future
research.
Design/methodology/approach
A
total
212
peer-reviewed
articles
published
between
1989
2020
were
extracted
from
Scopus
database,
2
bibliometric
techniques
used:
bibliographic
coupling
keywords’
co-occurrence.
Findings
Outcomes
analysis
enabled
authors
identify
three
main
subfields
AI
literature
within
CRM
domain
(Big
as
machine
learning
applied
activities
strategic
AI–CRM
integrations)
capture
each
these
subfields.
This
study
also
develops
three-step
conceptual
model
implementation
CRM,
which
can
support,
on
one
hand,
scholars
further
deepening
knowledge
field
and,
other
managers
planning
an
appropriate
coherent
strategy.
Originality/value
To
best
authors’
knowledge,
is
first
systematise
discuss
regarding
based
analysis.
Thus,
both
academics
practitioners
benefit
study,
it
unveils
important
directions
research
practices.
Supply Chain Management An International Journal,
Journal Year:
2021,
Volume and Issue:
28(1), P. 162 - 178
Published: Oct. 21, 2021
Purpose
A
circular
economy
is
a
popular
approach
considered
by
many
firms
to
address
sustainable
development
goals
strategically.
Literature
indicates
that
collaborative
relationships
among
supply
chain
partners
facilitate
practices.
However,
there
dearth
of
studies
in
lower-middle-income
countries
indicating
the
unique
challenges
industries
face
whilst
practising
principles
and
how
can
be
overcome.
To
calls
previous
researchers,
this
study
aims
explore
following
relationships:
engagement
alliance
capability
data
analytics
plays
mediating
role;
relationship
between
with
flexibility
industry
dynamism
as
moderating
variable
economy-target
performance.
Design/methodology/approach
cross-sectional
survey
was
performed
collected
from
760
employees
Indian
firms.
Covariance-based
structural
equation
modelling
applied
perform
path
analysis
determine
firm’s
capabilities
shaping
enhancing
target
Findings
Drawing
upon
dynamic
theory,
it
first
established
has
positive
significant
influence
on
capability,
played
partial
role.
Second,
significantly
affect
flexibility,
Finally,
clear
had
effect
performance,
ultimately
sustainability.
Originality/value
This
advances
literature
recommending
must
consider
some
critical
operational
level
develop
their
i.e.
better
meet
competitive
market
conditions
turbulent
business
environments.
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).
