Journal of service management,
Год журнала:
2024,
Номер
35(3), С. 438 - 458
Опубликована: Март 18, 2024
Purpose
In
an
era
where
complex
technological
advances
increasingly
govern
service
delivery,
it
is
incumbent
on
firms
to
pioneer
innovative
strategies
sustain
customer
engagement
and
cultivate
loyalty.
This
conceptual
paper
examines
the
transformative
potential
of
artificial
intelligence
(AI)
in
realm
online
communities,
with
a
particular
focus
its
creation,
management
enhancement
facets.
The
authors
explore
how
AI
can
revolutionize
dynamics
interaction,
feedback
mechanisms
overall
within
industry.
Design/methodology/approach
draws
from
marketing
literature
focusing
communities
contexts
robust
future
research
agenda.
Findings
A
classification
community
provided
along
framework
guide
our
understanding
integration
into
communities.
Originality/value
exploration
underscores
imperative
for
embrace
AI-driven
approaches
management,
not
only
as
means
optimize
their
operations
but
vital
strategy
stay
competitive
ever-evolving
digital
landscape.
novel
combination
provides
form
input-process-output
(IPO)
model
this
integration.
Journal of Computer Information Systems,
Год журнала:
2023,
Номер
unknown, С. 1 - 32
Опубликована: Окт. 5, 2023
ABSTRACTIn
a
short
span
of
time
since
its
introduction,
generative
artificial
intelligence
(AI)
has
garnered
much
interest
at
both
personal
and
organizational
levels.
This
is
because
potential
to
cause
drastic
widespread
shifts
in
many
aspects
life
that
are
comparable
those
the
Internet
smartphones.
More
specifically,
AI
utilizes
machine
learning,
neural
networks,
other
techniques
generate
new
content
(e.g.
text,
images,
music)
by
analyzing
patterns
information
from
training
data.
enabled
have
wide
range
applications,
creating
personalized
improving
business
operations.
Despite
benefits,
there
also
significant
concerns
about
negative
implications
AI.
In
view
this,
current
article
brings
together
experts
variety
fields
expound
provide
multi-disciplinary
insights
on
opportunities,
challenges,
research
agendas
specific
industries
(i.e.
marketing,
healthcare,
human
resource,
education,
banking,
retailing,
workplace,
manufacturing,
sustainable
IT
management).KEYWORDS:
Generative
intelligencemachine
learninglarge
language
modelChatGPTBard
Disclosure
statementNo
conflict
was
reported
author(s).
International Journal of Contemporary Hospitality Management,
Год журнала:
2024,
Номер
unknown
Опубликована: Апрель 2, 2024
Purpose
This
study
aims
to
offer
an
overview
of
hospitality
and
tourism
research
on
artificial
intelligence
(AI)
its
impact
the
industry.
More
specifically,
this
examines
AI
trends
in
customer
service
experience
creation
delivery,
failure
recovery,
human
resources
organizational
behavior.
Based
review,
identifies
challenges
opportunities
provides
directions
for
future
studies.
Design/methodology/approach
A
narrative
synthesis
approach
was
used
review
various
aspects
Findings
applications
delivery
possible
effects
employees
organizations
are
viewed
as
a
double-edged
sword.
Although
use
offers
benefits,
there
also
serious
concerns
over
ethical
AI,
replacement
by
AI-powered
devices,
discomfort
among
customers
trust
toward
AI.
Originality/value
The
paper
updated
holistic
implications
different
facets
Challenges
discussed
foster
discussions
scholars
industry
professionals.
International Journal of Contemporary Hospitality Management,
Год журнала:
2024,
Номер
36(10), С. 3324 - 3339
Опубликована: Янв. 17, 2024
Purpose
The
technology
acceptance
model
(TAM)
is
a
widely
used
framework
explaining
why
users
accept
new
technologies.
Still,
its
relevance
questioned
because
of
evolving
consumer
behavior,
demographics
and
technology.
Contrary
to
research
paper
or
systematic
literature
review,
the
purpose
this
critical
reflection
discuss
TAM's
limitations
in
hospitality
tourism
research.
Design/methodology/approach
This
uses
reflective
approach,
enabling
comprehensive
review
synthesis
recent
academic
on
TAM.
evaluation
encompasses
historical
trajectory,
evolutionary
growth,
identified
and,
more
specifically,
context
Findings
within
revolve
around
individual-centric
perspective,
limited
scope,
static
nature,
cultural
applicability
reliance
self-reported
measures.
Research
limitations/implications
To
optimize
efficacy,
authors
propose
several
strategic
recommendations.
These
include
embedding
TAM
specific
industry,
delving
into
TAM-driven
artificial
intelligence
adoption,
integrating
industry-specific
factors,
acknowledging
nuances
using
methods,
such
as
mixed
methods
approach.
It
imperative
for
researchers
critically
assess
suitability
their
studies
be
open
exploring
alternative
models
that
can
adeptly
navigate
distinctive
dynamics
industry.
Originality/value
prompts
profound
exploration
adoption
dynamic
sector,
makes
insightful
inquiries
future
potential
presents
Journal of Retailing and Consumer Services,
Год журнала:
2024,
Номер
77, С. 103666 - 103666
Опубликована: Янв. 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
Telematics and Informatics Reports,
Год журнала:
2024,
Номер
14, С. 100127 - 100127
Опубликована: Март 7, 2024
This
article
presents
an
analysis
of
artificial
intelligence
(AI)
in
information
systems
and
innovation-related
journals
to
determine
the
current
issues
stock
knowledge
AI
literature,
research
methodology,
frameworks,
level
conceptual
approaches
identify
gaps
for
future
investigations.
A
total
85
peer-reviewed
articles
from
2020
2023
were
used
analysis.
The
findings
show
that
extant
literature
is
skewed
towards
prevalence
technological
highlights
relatively
lower
focus
on
other
themes,
such
as
contextual
co-creation
issues,
conceptualisation,
application
domains.
While
there
have
been
increasing
with
intelligence,
three
identified
areas
security
concern
are
data
security,
model
network
security.
Furthermore,
review
found
contemporary
AI,
which
continually
drives
boundaries
computational
capabilities
tackle
increasingly
intricate
decision-making
challenges,
distinguishes
itself
earlier
iterations
two
primary
aspects
significantly
affect
organisational
learning
dealing
AI's
potential:
autonomy
learnability.
study
contributes
by
providing
insights
into
approaches,
framework
help
International Journal of Contemporary Hospitality Management,
Год журнала:
2024,
Номер
36(9), С. 3151 - 3167
Опубликована: Янв. 17, 2024
Purpose
This
study
aims
to
compares
the
effects
of
different
human-like
appearances
(low
vs.
medium
high)
service
robots
(SRs)
on
consumer
trust
in
(CTSR),
examines
mediating
role
perceived
warmth
(WA)
and
competence
(CO)
demonstrates
moderating
culture
setting.
Design/methodology/approach
The
research
design
includes
three
scenario-based
experiments
(Chinese
hotel
setting,
American
Chinese
hospital
setting).
Findings
Study
1
found
SR’s
appearance
can
arouse
anthropomorphism
(PA),
which
positively
affects
CTSR
through
parallel
mediators
(WA
CO).
2
revealed
consumers
from
(vs.
American)
had
higher
CTSR.
3
showed
WA
CO
for
SRs
credence
experience)
authors
also
an
exploratory
analysis
uncanny
valley
phenomenon.
Practical
implications
findings
have
practical
promoting
diffusion
hospitality
industry.
Managers
increase
by
augmenting
anthropomorphic
SRs;
however,
they
must
consider
differences
this
effect
across
all
recipients
(consumers
cultures)
settings.
Originality/value
introduce
as
between
PA
set
setting
moderators.
