Published: May 9, 2024
Language: Английский
International Journal of Information Management, Journal Year: 2023, Volume and Issue: 70, P. 102623 - 102623
Published: Jan. 21, 2023
Language: Английский
Citations
123
Technological Forecasting and Social Change, Journal Year: 2023, Volume and Issue: 190, P. 122407 - 122407
Published: Feb. 17, 2023
Artificial intelligence-enabled voice assistant services have received notable scholarly attention. Fashion retailers offer AI-based assistants to facilitate online shoppers. However, the consumer motivations use digital and their effect on purchase intentions of fashion shoppers are unexplored. To bridge this literature gap, study presents a unique theoretical model grounded in innovativeness concept, broaden-and-built theory, stimulus-organism-response explore motivated intention awe experience The used data collected from 538 users for shopping products. Structural equation modeling analysis revealed that functional, hedonic, social, cognitive using affects experience. Further, mediates relationship between intention; electronic word-of-mouth intention. theoretically contributes extant innovativeness, assistants, shopping. findings insights improved by
Language: Английский
Citations
71
Computers in Human Behavior, Journal Year: 2023, Volume and Issue: 150, P. 107987 - 107987
Published: Oct. 11, 2023
Language: Английский
Citations
56
Journal of Consumer Behaviour, Journal Year: 2023, Volume and Issue: 23(2), P. 676 - 697
Published: Aug. 23, 2023
Abstract The advancement of artificial intelligence (AI) technology and its applications has drastically transformed consumer behavior (CB). As consumers interact with these on multiple platforms touchpoints, it becomes crucial to understand how interactions affect components, including personality, attitude, engagement, decision‐making, trust. research the relationship between (hereafter referred as AI CB) revolves around topics grown exponentially in recent years. A rigorous review is required provide directions for future studies by comprehending extensive literature, understanding gaps, identifying scholarly work. This article aims address this gap analyzing 107 CB articles using bibliometric framework‐based methodology insights into publication trends, dominant theories, methods, antecedents, decisions, outcomes literature. Most importantly, identifies clusters fronts provides a thematic framework current research. These or themes relate interaction dimensions, acceptance trust, attitude adoption. TCM‐ADO analysis offer advance theory development have implications industry society.
Language: Английский
Citations
50
International Journal of Hospitality Management, Journal Year: 2024, Volume and Issue: 118, P. 103682 - 103682
Published: Jan. 21, 2024
Language: Английский
Citations
31
Tourism Management, Journal Year: 2024, Volume and Issue: 105, P. 104939 - 104939
Published: April 15, 2024
Uncomfortable service interactions are ubiquitous in tourism and hospitality settings (e.g., returning a dish restaurant, ordering room late at night, complaining about noisy others hotel). Across five experimental studies, we show that robots reduce consumers' metaperception processing as consequence can mitigate customer discomfort. Specifically, demonstrate robots' perceived low level of mind leads to reduced or even eliminated (i.e., customers do not think the perceptions may have them). Consumer outcomes include more favorable attitudinal behavioral responses satisfaction, engagement, revisit intentions). Moreover, find degree anthropomorphic robot appearance does affect metaperception. Taken together, these findings provide theoretical practical insights for successful deployment into otherwise potentially uncomfortable encounters.
Language: Английский
Citations
18
Journal of Service Research, Journal Year: 2022, Volume and Issue: 25(4), P. 499 - 504
Published: Aug. 9, 2022
AI in service can be for routine mechanical tasks, analytical thinking or empathetic feeling tasks. We provide a conceptual framework the customer, firm, and interactional use of tasks at micro-, meso-, macro-levels. Emotions resulting from interactions include basic emotions (e.g., joy, sadness, fear), self-conscious pride, guilt, embarrassment), moral contempt, righteous anger, social disgust). These are mostly likely to occur during frontline which both firms customers AI, phenomenon called “AI as customer.” The analysis level emotion macro-level is transforming economy into economy, meso-level “thoughtful AI” make employees’ customers’ lives little bit better by brightening their days, micro-level experience basic, self-conscious, with AI.
Language: Английский
Citations
46
Service Industries Journal, Journal Year: 2023, Volume and Issue: 43(15-16), P. 1173 - 1196
Published: June 30, 2023
Recent research has shown that the trade-off between customer satisfaction and productivity can be mitigated through three strategic pathways: (1) operations management (OM) approach, (2) focused service factory, (3) dual culture strategy, which allow firms to achieve cost-effective excellence (CESE). We advance these strategies are also excellent enablers for development, implementation, use of digital technologies, robots, artificial intelligence (AI). First, OM approach reduces process variations in delivery, creating opportunities leveraging technology automate processes. Second, factory strategy enables high volumes largely identical transactions with minimized customer-induced variability, easing automation. Third, ensures automation is firmly customer-centric achieves excellence. a set propositions questions aimed at stimulating intersection two streams literature on technologies CESE.
Language: Английский
Citations
35
International Journal of Contemporary Hospitality Management, Journal Year: 2023, Volume and Issue: 36(6), P. 1844 - 1867
Published: July 7, 2023
Purpose This study aims to propose a research model integrating technology acceptance 3 (TAM3) constructs and human aspects of humanoid service robots (HSRs), measured by the Godspeed questionnaire series tested across two hotel properties in Japan USA. Design/methodology/approach Potential participants were approached randomly email invitation. A final sample size 395 hotels, one other USA, was obtained, data analysed using structural equation modelling. Findings The results confirm that perceived usefulness, driven subjective norms output quality, ease use, enjoyment absence anxiety, are immediate direct determinants users’ re-patronage intentions for HSRs. Results also showed users prefer anthropomorphism, intelligence safety an HSR reusing it. Practical implications findings have practical hospitality industry, suggesting multiple attributes HSRs managers need consider before deploying them their properties. Originality/value current proposes integrated determining factors affect hotels.
Language: Английский
Citations
34
Journal of Hospitality and Tourism Management, Journal Year: 2023, Volume and Issue: 55, P. 401 - 415
Published: May 19, 2023
Language: Английский
Citations
27