Engaging consumers through artificially intelligent technologies: Systematic review, conceptual model, and further research

Psychology and Marketing, Год журнала: 2024, Номер 41(4), С. 880 - 898

Опубликована: Янв. 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).

Язык: Английский

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Embracing digital companions: Unveiling customer engagement with anthropomorphic AI service robots in cross-cultural context

Journal of Retailing and Consumer Services, Год журнала: 2024, Номер 79, С. 103825 - 103825

Опубликована: Март 18, 2024

Язык: Английский

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Smart Tourism Experience and Responsible Travelers' Behavior

Advances in hospitality, tourism and the services industry (AHTSI) book series, Год журнала: 2024, Номер unknown, С. 128 - 147

Опубликована: Июнь 3, 2024

The research on smart tourism experiences that take into account the responsible behavior of travelers is booming. relationship between development memorial consumer and promotion a highly sought-after area research. This especially true regarding potential use emerging technology solutions to enhance services, improve customer smartness, predict behavior, increase satisfaction loyalty. purpose this investigate how advancement can promote among customers businesses destinations. chapter presents systematic review literature interaction experience traveler in context transformation through digital platforms.

Язык: Английский

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Rapport with a chatbot? The underlying role of anthropomorphism in socio-cognitive perceptions of rapport and e-word of mouth

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

Язык: Английский

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Anthropomorphism and consumer behaviour: A SPAR‐4‐SLR protocol compliant hybrid review

International Journal of Consumer Studies, Год журнала: 2023, Номер 48(1)

Опубликована: Сен. 27, 2023

Abstract The notion of ‘anthropomorphism’ has been a subject intrigue for transdisciplinary academics and scholars the longest time, as origin this concept dates back to BCE (Before Common Era). Over past few decades, anthropomorphism literature burgeoning in marketing discipline its subfields (branding, advertising, consumer behaviour, etc.). This relatively novel stream adopts offers fascinating insights into consumers their choices, intentions. Although there have several qualitative review‐based assessments within field, none informed by quantitative tools or through framework‐based approach. Our hybrid variant systematic review fills gap using bibliometric techniques (performance analysis, co‐authorship analysis countries authors, co‐word keywords) Theories‐Context‐Characteristics‐Methods (TCCM) framework show evolution , trends intellectual structure behaviour research. We depict evolving trajectory over time sample 432 peer‐reviewed journal articles 27,671 secondary references (between 2005 2023) on behaviour. Significant results include identifying describing most influential articles, journals countries, different research streams, development, future directions. also present six knowledge clusters delineating field. An additional section depicting theories employed, characteristics explored, contexts examined, methods utilized domain presented. Furthermore, we used TCCM orchestrate possible trajectories By doing this, offer practitioners comprehension advancements comprehensive road map

Язык: Английский

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Understanding the consequences of robotic interaction quality and outcome quality: A three-phased affordance theory-based approach

Journal of Hospitality Marketing & Management, Год журнала: 2024, Номер 33(6), С. 763 - 783

Опубликована: Янв. 27, 2024

Robotic interaction quality and outcome in restaurants are crucial engaging customers facilitating post-purchase behavior while few papers have examined their impact on psychological engagement value co-creation by experienced customers. Drawing upon the affordance theory interlinking service-dominant logic, this study has investigated robotic restaurant context using empirical data collected from 487 respondents China adopting structural equation modeling to investigate relevant impacts. The findings show that positively affect engagement, whereas only influences co-creation. There positive relationships between customers' co-creation, intention recommend restaurant. We also discussed theoretical managerial implications.

Язык: Английский

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Service robot acceptance in museums: an empirical study using the service robot acceptance model (sRAM)

Journal of Services Marketing, Год журнала: 2024, Номер 38(5), С. 619 - 635

Опубликована: Фев. 20, 2024

Purpose This study aims to apply the service robot acceptance model (sRAM) examine how attitude toward human–robot interaction (HRI) and engagement influence consumer of robots in a frontline setting. Design/methodology/approach Data was collected from 255 visitors who interacted with robotic tour guide at city museum. The data analyzed using smart PLS 4.0. Findings findings show positive effects subjective norms, appearance, perceived trust emotion on both HRI engagement. In addition, social capability impacted HRI, whereas usefulness affected Practical implications To deliver engaging museum experiences that bring about word-of-mouth intention visit, managers need incorporate sRAM dimensions design deployment robots. Originality/value research uses field empirically validate context acceptance. It introduces as novel mediating variable, enriching current understanding human-like qualities HRIs.

Язык: Английский

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Transforming customer engagement with artificial intelligence E-marketing: an E-retailer perspective in the era of retail 4.0

Marketing Intelligence & Planning, Год журнала: 2024, Номер 42(7), С. 1141 - 1168

Опубликована: Май 20, 2024

Purpose With the advancement of digital transformation, it is important for e-retailers to use artificial intelligence (AI) customer engagement (CE), as CE enables e-retail brands succeed. Essentially, AI e-marketing (AIeMktg) technological approaches in by blending data, and Retail 4.0 digitisation physical shopping experience. Therefore, era 4.0, this study investigates factors influencing AIeMktg transforming CE. Design/methodology/approach The primary data were collected from 305 e-retailer customers, analysis was performed using a quantitative methodology. Findings results reveal that has tremendous applications First, marketers swiftly responsibly anticipate predict demands provide relevant personalised messages offers with location-based e-marketing. Second, through continuous feedback loop, improves offerings analysing incorporating insights 360-degree view Originality/value main contribution theoretical underpinnings CE, AIeMktg, commitment 4.0. Subsequently, builds validates structural relationships among such underpinning variables which customers expect different type experience across channels.

Язык: Английский

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Can AI robots foster social inclusion? Exploring the role of immersive augmentation in hospitality

International Journal of Contemporary Hospitality Management, Год журнала: 2024, Номер 36(11), С. 3889 - 3905

Опубликована: Июнь 28, 2024

Purpose Grounded on the X Reality framework and human–machine collaboration, this study aims to explore potential of immersive augmentation through artificial intelligence (AI) service robots for promoting social inclusion in hospitality industry. Design/methodology/approach Three experimental studies across diverse contexts examine effects using inclusive-AI compared standard-AI robots. The also uncover underlying process perceived ethicality moderating role customers’ familiarity with AI. Findings results indicate that generates higher levels supportive tipping behavior (Studies 1 3), superior buying intentions (Study 2) an increased likelihood customers pay a premium price 2). These are mediated by 1–3). However, impact is contingent upon AI: high AI exhibit lower 3). Research limitations/implications findings emphasize importance determining effectiveness hospitality. Originality/value This contributes literature exploring It offers novel insights highlighting provide valuable guidance managers seeking leverage technology foster inclusion.

Язык: Английский

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Attitude towards service robots in tourism and hospitality services settings — The effect of multidimensional anthropomorphism and technology readiness

International Journal of Tourism Research, Год журнала: 2024, Номер 26(4)

Опубликована: Июль 1, 2024

Abstract The use of technology in tourism is increasing day by day. Service robots are now on the agenda. success developments that envisage a new experience for consumer tourists depends accurate prediction tourists' possible attitudes and behaviors influencing antecedents. This study examined usage intentions towards service multidimensional basis anthropomorphism technological readiness (TR). A survey was conducted with 1018 Türkiye face‐to‐face using QR codes. Findings showed attitude (AR) mediated relationship between anthropomorphism, intention to (IS). Participating anthropomorphically focused physical appearance rather than their functions internal structures. robot still limited industry. Therefore, empirical results obtained guiding theory practice terms academic studies providers.

Язык: Английский

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