Article - Engagement, satisfaction and customer behavior-based CRM performanc…

Edisi

Vol. 29, No. 5/6, Halaman 618–639

ISBN/ISSN

2055-6225

Deskripsi Fisik

-

Judul Seri

-

No. Panggil

658.812 MAR e

Article - The moderating role of customer engagement experiences in customer …

Edisi

Vol. 53, No. 7, Halaman 1278–1310

ISBN/ISSN

0309-0566

Deskripsi Fisik

-

Judul Seri

-

No. Panggil

658.8343 THA m

Article - Linking AI quality performance and customer engagement: The modera…

Drawing upon affordance theory, this study positions artificial intelligence (AI) as a commercial service in ex- amining its influence on customer engagement in the hotel context. In particular, we seek to understand linkages between customer perceptions of AI service quality, AI customer satisfaction and engagement. Given the mul- tiplicity of services offered by service organisations, cu…

Article - AI-powered chatbot communication with customers: Dialogic interacti…

The present study is grounded in social exchange theory and resource exchange theory. By exploring customers’ satisfaction with chatbot services and their social media engagement, it examined the effects of responsiveness and a conversational tone in dialogic chatbot communication on customers. To test the proposed mediation model, we surveyed a representative sample of customers (N = 965)…

Article - Consumer Response to Anthropomorphism of Text-Based AI Chatbots: A …

The rapid advancement of artificial intelligence (AI) has not only integrated chatbots like ChatGPT into everyday life but also transformed customer relations in various industries. Despite their growing adoption, research on consumer responses and pref- erences toward AI chatbots remains limited. Anthropomorphism, the attribution of human characteristics to nonhuman entities, plays a cr…

Article - Unveiling Customer Expectations of Chatbot Interactions: A Systemat…

Chatbots have become pivotal in communications between the customer and the organization, offering continuous support by promptly addressing queries. However, despite their prevalence, many customers report unsatisfactory experiences. This study addresses this issue by conducting a systematic literature review that aims to identify and analyze customer expectations of chatbot interactions. …

Article - Human–Computer Interaction in Customer Service: The Experience wi…

Artificial intelligence (AI) conversational agents (CA) or chatbots represent one of the technologies that can provide automated customer service for companies, a trend encountered in recent years. Chatbot use is beneficial for companies when associated with positive customer experience. The purpose of this paper is to analyze the overall customer experience with customer service chatbots i…

Article - Optimization of Consumer Engagement with Artificial Intelligence El…

Artificial intelligence (AI) is reshaping the online shopping experience. However, there is limited information on consumers’ interaction with AI elements embedded in electronic commerce (e-commerce) platforms and the behavioral outcomes of such interactions. AI application studies have focused on consumers’ reluctance to use AI- powered services due to failed machine-human conversatio…

Article - Driving Consumer Engagement Through AI Chatbot Experience: The Medi…

This study explores how AI chatbot experiences on travel websites influence consumer engagement, with satisfaction from using AI chatbots as a mediating factor. Grounded in the Stimulus-Organism-Response (S-O-R) framework, the research shifts the focus from utilitarian models to examine how chatbot attributes—e.g., ease of use, information quality, security, anthropomorphism, and omnipres…

Article - How does an Intelligence Chatbot Affect Customers Compared with Sel…

To gain competitive advantages and sustainable service innovation, hotels are considering artificial intelligence technologies (AI), including robots, kiosks for service automation and chatbots. However, due to the change of the service process and unfamiliar communication interface, hotel customers may have difficulties in adopting the new change. In this paper, we tried to find out if the…