Impact of AI on Customer Experience in Video Streaming Services: A Focus on Personalization and Trust

International Journal of Human-Computer Interaction, Год журнала: 2024, Номер unknown, С. 1 - 20

Опубликована: Сен. 11, 2024

Язык: Английский

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Artificial Intelligence in Frontline Service Encounters: A Systematic Review and Research Agenda

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

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Influence of AI Chatbots on Customer Retention

Advances in computational intelligence and robotics book series, Год журнала: 2025, Номер unknown, С. 145 - 182

Опубликована: Апрель 30, 2025

AI chat-bots are vital in e-commerce, enabling real-time, personalized interactions. However, their role customer retention remains underexplored, especially emerging markets like North India. This study examines chat-bots' direct influence on retention, the mediating of satisfaction, and moderating effect responses. A survey 300 e-commerce users assessed chat-bot quality, responsiveness, helpfulness. Regression models tested mediated effects, showing that interactions significantly enhance with satisfaction as a key mediator. Personalization strengthens satisfaction-retention link. Findings suggest firms should optimize personalization to boost loyalty engagement. Personalized AI-driven reduce churn drive profitability, positioning competitively digital marketplace. By integrating strategically, businesses can foster long-term relationships, ensuring sustained success evolving landscape.

Язык: Английский

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Does chatbot interaction drive satisfaction and loyalty? Exploring technology anxiety, need for human interaction and creepiness

Asia-Pacific Journal of Business Administration, Год журнала: 2025, Номер unknown

Опубликована: Май 14, 2025

Purpose The increasing integration of artificial intelligence (AI) in airline customer service requires a deeper understanding passenger interactions with chatbots. Although these AI-powered systems enhance efficiency and convenience, some customers may feel uneasy or hesitant when engaging them. Therefore, this study investigates the influence technology anxiety need for human interaction on passengers' perceptions chatbot creepiness how shape satisfaction loyalty. Design/methodology/approach present respondents were passengers who had previously interacted an selected through purposive sampling. Partial least squares (PLS) path modeling was used to measure hypothesized relationships. Findings findings indicate that both significantly positively perceived creepiness. Surprisingly, has positive effect satisfaction. Satisfaction also mediates relationship between Originality/value This research offers novel perspectives by investigating negative effects creepiness, desire towards loyalty encounters. provides practical recommendations improving adoption AI settings.

Язык: Английский

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Using Hierarchical Multiple Regression Model to investigate the impact of AI-Powered Adaptive Testing on Student Academic Fortunes and Test Anxiety in Ghana

Research Square (Research Square), Год журнала: 2024, Номер unknown

Опубликована: Авг. 29, 2024

This study explored the impact of AI-powered adaptive testing on student academic fortunes and test anxiety, with a focus effectiveness compared to traditional methods. Utilizing quantitative research design, employed hierarchical regression analysis examine how influences outcomes, accounting for factors such as demographics, prior performance, familiarity technology. The sample comprised 250 senior high school students in Ghana, selected through stratified random sampling. results indicated that significantly enhanced reduced anxiety relative Hierarchical revealed explained an additional 20% variance 16% anxiety. also found technology influenced testing. Normality tests confirmed robustness results. findings suggest offers more personalized effective approach assessment, potentially improving educational outcomes reducing Recommendations include integrating systems into practices, providing training educators, addressing technological familiarity, ensuring equitable access, conducting further explore long-term impacts diverse contexts.

Язык: Английский

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Enhancing or impeding? Exploring the dual impact of anthropomorphism in large language models on user aggression

Telematics and Informatics, Год журнала: 2024, Номер 95, С. 102194 - 102194

Опубликована: Окт. 11, 2024

Язык: Английский

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