... Robo-advisor CASA theory Signaling theory Empowerment theory Fintech Artificial intelligence In the financial industry, robo-advisors are becoming a key element of the strategies of banks and financial start-ups (Belanche et al., 2019). AI-powered automated services enable robo...

...Christopher Gerling; Stefan Lessmann Purpose Natural language processing ( NLP ), a subfield of artificial intelligence, allows organizations to gain insights from unstructured text, such as e-mails, documents and social media posts. The automated interpretation of human language holds...

... 02 2026 07 02 2026 © Emerald Publishing Limited 2026 Emerald Publishing Limited Licensed re-use rights only Artificial intelligence Service quality Customer journey Critical incident Ethics Service innovation The use of AI is pervasive in financial services...

..., such as artificial intelligence (AI), to enhance service delivery and address critical needs. Design/methodology/approach This model was empirically tested using structural equation modelling with data collected from Portuguese people. Findings The results suggest that perceived usefulness, perceived ease...

...Rotana S. Alkadi; Salma S. Abed Purpose The rapid expansion of Artificial Intelligence (AI) has reshaped industries globally, with AI chatbots becoming increasingly important in enhancing customer service in various sectors. This paper aims to examine the factors influencing consumer intention...

...Dietrich Silber; Arvid Hoffmann; Alex Belli Purpose This study investigates the impact of experimentally priming a maximizing decision-making style on individuals’ likelihood of using artificial intelligence (AI) advisors for making complex financial decisions, such as building an investment...

...Jieun Koo Purpose Financial institutions actively seek to leverage the capabilities of artificial intelligence (AI) across diverse operations in the field. Especially, the adoption of AI advisors has a significant impact on trading and investing in the stock market. The purpose of this paper...

...) demonstrate that customers value artificial intelligence systems less as they have a pre-programmed set of procedures and responses that neglect the uniqueness and the variety (in nature, characteristics and circumstances) of customers’ requests. The risk barrier pertains to the degree of risks associated...

... the dependent variables (DVs) used to operationalize consumer decision-making, performed a thematic analysis of the papers and proposed an integrative framework. Findings The reviewed articles have garnered more attention from marketing researchers than from BFSI or artificial intelligence scholars, often...

...Ana Rita Gonçalves; Amanda Breda Meira; Saleh Shuqair; Diego Costa Pinto Purpose The digital revolution has changed consumer–service provider interaction, spawning a new generation of FinTech. This paper analyzes consumers' reactions to artificial intelligence (AI) (vs human) decisions. Design...

... 2022 19 01 2023 10 03 2023 13 03 2023 © Emerald Publishing Limited 2023 Emerald Publishing Limited Licensed re-use rights only Robo-advisors Fintech Artificial intelligence Privacy concerns Justice Resistance The potential of artificial intelligence (AI...

...Jagdish N. Sheth; Varsha Jain; Gourav Roy; Amrita Chakraborty Purpose Artificial intelligence (AI) is used by banking services primarily to automate systems; however, this ecosystem does not work in emerging markets because human intervention is needed, and there are concerns related...

... investing heavily is with the use of artificial intelligence (AI) and automation. In the modern retail environment, consumers demand timeliness and efficiency, where the focus is on reducing time and effort and maximising convenience (Klaus and Zaichkowsky, 2020 ; Mogaji et al., 2022...

...Akinyemi Paul Omoge; Prachi Gala; Alisha Horky Purpose As disruptive technologies, such as the use of artificial intelligence (AI)-enabled customer relationship management (CRM) systems, alter the processes and strategies that banks use in service delivery models, the impact of such technologies...

...Aimee Riedel; Rory Mulcahy; Gavin Northey Purpose This paper aims, first, to examine artificial intelligence (AI) vs human delivery of financial advice; second, to examine the serial mediating roles of emotion and trust between AI use in the financial service industry and their impact upon...

...Jung-Chieh Lee; Xueqing Chen Purpose The development of mobile technology has changed the traditional financial industry and banking sector. While traditional banks have adopted artificial intelligence (AI) techniques to deepen the development of mobile banking applications (apps), the current...

... 25 10 2021 28 11 2021 28 11 2021 © Emerald Publishing Limited 2021 Emerald Publishing Limited Licensed re-use rights only Managers Artificial intelligence Marketing Qualitative Financial services Banking The introduction of artificial intelligence (AI...

...Janin Karoli Hentzen; Arvid Hoffmann; Rebecca Dolan; Erol Pala Purpose The objective of this study is to provide a systematic review of the literature on artificial intelligence (AI) in customer-facing financial services, providing an overview of explored contexts and research foci, identifying...

... leveraged through a discussion-like interface. The purpose of this paper is to uncover how insurance chatbots support customers’ value creation. Design/methodology/approach Three complementary theoretical perspectives – artificial intelligence, service logic, and reverse use of customer data...