The impact of artificial intelligence technology stimuli on smart customer experience and the moderating effect of technology readiness

Gao, Jingyan; Ren, Lina; Yang, Yang; Zhang, Duo; Li, Lan

doi:10.1108/ijoem-06-2021-0975

Cited by 34 publications

(13 citation statements)

References 45 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Research could draw on various theories related to customer experience, social influence and cognitive load. Customer experience theory (Gao et al, 2022) examines the factors that influence customer satisfaction, loyalty and retention, such as customer expectations, emotions and perceptions of quality. Social influence theory (Aw et al, 2022) explores how people's attitudes and behaviours are shaped by social influence, such as recommendations from friends or influencers.…”

Section: Future Research Agendamentioning

confidence: 99%

ChatGPTand consumers: Benefits, Pitfalls and Future Research Agenda

Paul

Ueno

Dennis

2023

Int J Consumer Studies

175

View full text Add to dashboard Cite

The need of the hour is to encourage research on topics with newness and novelty. In this context, this article discusses multidimensional benefits and potential pitfalls of using artificial intelligence‐based Chat Generative Pre‐trained Transformer (ChatGPT), and provides numerous ideas for future research in consumer studies and marketing in the context of ChatGPT. ChatGPT provides algorithm‐generated conversational responses to text‐based prompts. Since its launch in the late 2022, ChatGPT has generated significant debate surrounding its hallmarks, benefits and potential pitfalls. On the one hand, ChatGPT can offer enhanced consumer engagement, improved customer service, personalization and shopping, social interaction and communication practice, cost‐effectiveness, insights into consumer behaviour and improved marketing campaigns. On the other hand, potential pitfalls include concerns about consumer well‐being, bias, misinformation, lack of context, privacy concerns, ethical considerations and security. The article concludes by outlining a potential future research agenda in the area of ChatGPT and consumer studies. Overall, this article provides valuable insights into the benefits and challenges associated with ChatGPT, shedding light on its potential applications and the need for further research.

show abstract

Section: Future Research Agendamentioning

confidence: 99%

ChatGPTand consumers: Benefits, Pitfalls and Future Research Agenda

Paul

Ueno

Dennis

2023

Int J Consumer Studies

175

View full text Add to dashboard Cite

show abstract

“…PI refers to customers' comprehensive evaluation of their interaction with AI-enabled service robots overall (Roy et al , 2019; Scardamalia and Bereiter, 2014). This study refers AI stimuli as the extent to which customers meet personal needs or acquire interactive feelings by using AI-enabled services, which improves customer experience (Gao et al , 2022a).…”

Section: Theoretical Background and Literature Reviewmentioning

confidence: 99%

“…AI has not only reshaped enterprise–consumer interactive marketing process but also improved customers' shopping experience (Flavian et al , 2019). It is especially apparent in service industries such as catering, retail, hospitality and tourism industries, where consumers use the latest AI technology to create unforgettable experiences (Gao et al , 2022a). AI stimuli is used to describe the interactions between customers and enterprises in AI-enabled interactive marketing (Roy et al , 2019).…”

Section: Introductionmentioning

confidence: 99%

The relationship between AI stimuli and customer stickiness, and the roles of social presence and customer traits

Li,

Zhao,

et al. 2023

JRIM

Self Cite

View full text Add to dashboard Cite

PurposeThis study investigates the influence of artificial intelligence (AI) stimuli on customer stickiness (CS), the mediation effects of social presence (SP) and the moderating impacts of customer traits in this influencing process.Design/methodology/approachDrawing on the arousal theory and social response theory, a conceptual model was established and tested by a data set of 268 customers in the catering industry.FindingsThe results indicate that AI stimuli, such as perceived personalization and perceived interactivity, positively affect CS. SP partially mediates the influence of AI stimuli on CS. Customer traits such as customers' need for interaction (NFI) and novelty seeking (NS) actively moderate the mediating effects of SP.Originality/valueThis study advances the interactive marketing literature from three aspects. Firstly, instead of focusing on the functional aspects of AI stimuli, it extends our understanding of AI-enabled interactive marketing by examining the effects of social and emotional aspects of AI stimuli on customer response. Secondly, it extends our understanding of social response by illuminating the mediating effects of SP between AI stimuli and CS. Finally, it provides new insights and empirical evidence for the research focus on customer traits in AI-enabled interactive marketing.

show abstract

“…The scale is composed of four dimensions: BSE (two items), MT (four items), FR (three items) and PM (five items) with 14 items. It has been used in industries such as manufacturing, banking services, real estate and healthcare services (Gao et al, 2022;Roy et al, 2019).…”

Section: Measurement Scalesmentioning

confidence: 99%

Managing customer experience dimensions in B2B express delivery services for better customer satisfaction: a PLS-SEM illustration

Cepeda-Carrión,

Alarcon-Rubio,

Correa-Rodriguez

et al. 2023

IJPDLM

View full text Add to dashboard Cite

PurposeThis article aims to open the black box of the relationship between customer experience and customer satisfaction. The authors also take a fine-grained approach to the concept of customer experience analysis in terms of four dimensions: basic service experience (BSE), moments of truth (MT), focus on results (FR) and peace of mind (PM).Design/methodology/approachA total sample of 185 industrial customers in Spain was collected via an online platform from March to April 2020. The data were analysed using partial least squares-structural equation modelling (PLS-SEM).FindingsThe results indicated that the four dimensions of customer experience are the foundation of commercial success (i.e. customer satisfaction) for express parcel companies in the business-to-business (B2B) environment. Therefore, the most innovative express parcel companies should not only pay attention to providing services in accordance with the customer agreement but also go beyond that; hence, these companies must understand customer needs to be able to offer a unique experience. Therefore, these companies must design experiences that go beyond pure technical delivery services.Originality/valueAlthough previous work has linked customer experience to customer satisfaction, there is little work that does so specifically in an industry as in vogue as express parcels and less so in the B2B environment. In addition, this work analyses fine-grained customer experience in terms of grain's four dimensions, and therefore, the authors analyse how each dimension (e.g. more rational or more subjective dimensions) impacts customer satisfaction. Few studies have focussed on this type of analysis for express parcel companies in the B2B environment.

show abstract

The impact of artificial intelligence technology stimuli on smart customer experience and the moderating effect of technology readiness

Cited by 34 publications

References 45 publications

ChatGPTand consumers: Benefits, Pitfalls and Future Research Agenda

ChatGPTand consumers: Benefits, Pitfalls and Future Research Agenda

The relationship between AI stimuli and customer stickiness, and the roles of social presence and customer traits

Managing customer experience dimensions in B2B express delivery services for better customer satisfaction: a PLS-SEM illustration

Contact Info

Product

Resources

About