Electronic Resource

Article - Linking AI quality performance and customer engagement: The moderating effect of AI preference Vol. 110, Pasal (Article) 103445

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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, customers’ preference for AI service is modelled as a

moderator of customer perceptions and attitudes towards AI. Data was collected from a sample of hotel cus-
tomers in Australia who had previously used AI tools or services. Our results reveal a significant chain effect
between AI service indicators, service quality perceptions, AI satisfaction and customer engagement. AI pre-
ference has a significant moderation effect on information quality and satisfaction. These findings provide new

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

647.940688 PRE l

Penerbit

: Elsevier Academic Press., 2023

Deskripsi Fisik

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Bahasa

English

ISBN/ISSN

0278-4319

Klasifikasi

647.940688 PRE l

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

Vol. 110, Pasal (Article) 103445

Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

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