Studies in computational intelligence, Год журнала: 2024, Номер unknown, С. 495 - 503
Опубликована: Янв. 1, 2024
Язык: Английский
International Journal of Consumer Studies, Год журнала: 2025, Номер 49(3)
Опубликована: Апрель 17, 2025
ABSTRACT Over recent years, the proliferation of artificial intelligence (AI) has enabled businesses worldwide to employ AI‐driven service agents deliver frontline services their customers. This paradigm shift also increased scholarly attention consumer behavior research in encounters. Nevertheless, existing body knowledge this domain lacks coherence and consistency, with disparate findings scattered across numerous disciplines. In context, a critical comprehensive overview literature is essential. Therefore, provide an updated understanding fast‐growing domain, we systematically analyzed 157 articles. Using popular TCCM framework, offer detailed theories, contexts, characteristics, methodologies used prior studies domain. The presents integrated framework considering independent variables, mediators, moderators influencing customer outcomes. analysis identifies several gaps suggests potential opportunities for further investigation that pertain major emerging topics overlooked areas. review enhances reactions encounters offers novel insights both managerial practice regarding implementation AI services.
Язык: Английский
Процитировано
0
Industrial Management & Data Systems, Год журнала: 2025, Номер unknown
Опубликована: Апрель 25, 2025
Purpose With the increasing integration of service robots in daily life, study aims to identify factors affecting willingness adopt restaurant settings. Design/methodology/approach To examine robots, this gathered data from 338 respondents. The have been analyzed using partial least squares structural equation modeling (PLS-SEM) test measurement model and proposed hypothesis. Findings findings revealed that, out lead enjoyment, social presence is most significant factor, followed by appearance anthropomorphism. Regarding attitude, precision factor perceived intelligence, personalization automation. In context trust, privacy malfunction. finds no impact anxiety on trust. case customer engagement, attitude enjoyment Lastly, confirms moderating robot quality relationship between engagement robots. Practical implications These offer valuable insights for providers, technology developers, training manufacturers, marketers, restaurants policymakers develop more effective strategies offering services restaurants. Originality/value This provides a comprehensive understanding both positive negative Furthermore, research important role as moderator association
Язык: Английский
Процитировано
0
Industrial Management & Data Systems, Год журнала: 2025, Номер unknown
Опубликована: Май 6, 2025
Purpose Given the rapid proliferation of service robots in hospitality and tourism industry increasing complexity stakeholder interactions, this study aims to systematically analyze perspectives interactions robot implementation studies. Design/methodology/approach The review analyses 175 articles published between 2019 2023 Hospitality Tourism Management (HTM) Business (BM) journals, combining industry-specific insights broader business contexts examine theoretical development. employs Computer-Assisted Qualitative Data Analysis (CAQDA) research trends developments. Findings Our analysis highlights three main points. First, has evolved from technological more meaningful human-robot interaction dynamics, emphasizing psychological aspects, social responses, relationship building environments. Second, limited on stakeholders' viewpoints organizational impacts suggests a need for comprehensive Third, HTM BM journals exhibit different focus areas, focuses primarily operational applications, customer experience, efficiency. In contrast, emphasize development, strategic implications, transformation. Originality/value This maps knowledge structures across within contexts. makes dual contributions. Theoretically, it reveals current landscape guides future directions. Practically, provides valuable practitioners, including managers implementing robots, engineers designing functionalities, designers developing interfaces by offering evidence-based strategies.
Язык: Английский
Процитировано
0
International Journal for Tourism, Archaeology and Hospitality, Год журнала: 2024, Номер 4(1), С. 186 - 212
Опубликована: Янв. 1, 2024
This paper investigates the impact of AI-based chatbot technology experiences on customer loyalty and word-of-mouth (WOM) in hotel context.This highlights pivotal role satisfaction as a mediation boundary underlying linkages.Using an online survey Google Form, 310 five-star guests within Greater Cairo responded.Their responses were analyzed using partial least squares structural equation modeling (PLS-SEM).This employed multidimensional approach, exploring various aspects with chatbots their subsequent effects outcomes.Findings revealed that positively affected satisfaction.Besides, WOM by satisfaction.Further, partially mediated nexuses between both WOM.Accorsingly, this contributes valuable insights to understanding focal shaping perceptions behaviors hospitality context.Therefore, analyzing feedback will allow properties improve interactions prospective customers better match preferences encourage satisfied share positive online.Furthermore, training awareness programs can help maximize potential chatbots, enhancing immersive experiences.Lastly, implementing personalization strategies (e.g., tailoring based guests' preferences) enhance about these experiences.
Язык: Английский
Процитировано
1
Studies in computational intelligence, Год журнала: 2024, Номер unknown, С. 495 - 503
Опубликована: Янв. 1, 2024
Язык: Английский
Процитировано
1