... Emerald Publishing Limited 2026 Emerald Publishing Limited Licensed re-use rights only Artificial intelligence Chatbot Service failure Service recovery Customer service Service strategy Ministry of Education of the People’s Republic of China Humanities and Social Sciences...

... technology Artificial intelligence Service design Self-service technologies (SSTs) – including self-checkouts, self-service kiosks, in-store tablets and other devices – serve as interfaces where customers can independently produce a service without direct assistance from employees (Grewal et al...

.../methodology/approach For two years, the authors collected responses submitted through an inquiry form for a home improvement firm. The artificial intelligence ( AI ) platform ChatGPT was trained to assess the level of specificity in the language used by prospective customers and generated a specificity score...

...Bang Ning Hwang; Siriprapha Jitanugoon; Pittinun Puntha Purpose This study aims to investigate how artificial intelligence (AI) integration in service delivery influences sustainability and business performance in small- and medium-sized enterprises (SMEs) across diverse sectors. It further...

... of customer experience with AI technologies. Chatbots Service failure recovery Artificial intelligence Online customer experience Frustration–aggression theory Signaling theory Qualitative research Conversational artificial intelligence (AI) agents and chatbots are transforming customer...

... digital content Artificial Intelligence Content creator Consumer engagement Brand attitude Advocacy Digital content marketing (DCM) focuses on creating and distributing relevant, valuable content to target audiences via digital platforms. Its primary goal is to enhance customer relationships...

... to the advancements in artificial intelligence (AI), exemplified by virtual service assistants (VSAs) emerging as one of the rapidly evolving agents of services (Cheng and Jiang, 2022). A VSA functions by automatically responding to queries using pre-stored information (Zarouali et al., 2018). Consequently...

...Michael Giebelhausen; T. Andrew Poehlman Purpose This paper aims to provide researchers and practitioners with a consumer-focused alternative for considering the integration of artificial intelligence (AI) into services. Design/methodology/approach The paper reviews and critiques the most...

...Kesha K. Coker; Ramendra Thakur Purpose Powered by artificial intelligence, voice assistants (VAs), such as Alexa, Siri and Cortona, are at early-stage adoption rates in service contexts. Customers express hesitance in using the technology. Furthermore, the effect of a relevant variable (VA...

... Licensed re-use rights only This study aims to examine customers’ willingness to engage in service interactions enabled by artificial intelligence (AI) controlled voice assistants (VA). Drawing on the tenets of dual-factor theory, this study measures the impact of both enablers and inhibitors...

.... In particular, the authors characterize a converging nature of mICT and related applications (social media, internet of things, artificial intelligence and sharing economy) as resources for social change. The authors find a striking contrast between BOP and affluent consumers regarding their motivations...

... Artificial intelligence Face and body beautification/modification services Augmented reality Beauty addiction Historically, humans have been collectively preoccupied with beauty. The nature of beauty itself has been the focus of aesthetics, a major field of study in Western philosophy, and has...

... Limited Licensed re-use rights only AR content quality AR environment embedding AR satisfaction AR interactivity AR enjoyment AR customization ISS TAM E-commerce Digitalization Customer experience Artificial intelligence Technology and service Behavioral insight The world...

...Blanca Hernández-Ortega; Joaquin Aldas-Manzano; Ivani Ferreira Relationship marketing Artificial intelligence Customer engagement Technology and service Smart voice assistants Relational cohesion Engagement behaviors Positive emotions Interactions This study aims to examine...

... and authors. The full terms of this licence may be seen at http://creativecommons.org/licences/by/4.0/legalcode Customer service Experimental design Artificial intelligence It has become increasingly common for customers to receive service from various synthetic agents, such a chatbots...

... intelligence-based self-service technologies. Financial services Experimental design Robo-advisor Trust Artificial intelligence This study aims to investigate the differences in consumers’ perceptions of trust, performance expectancy and intention to hire between human financial advisors...

... technology Co-creation Artificial intelligence The growth of services is one of the most impactful recent trends in the global economy. Across an expanding range of industries, services contribute an estimated 69 per cent of global GDP, up from 63 per cent in 1997. This increase is reflected...

...Phil Klaus; Judy Zaichkowsky To comprehend the meaning and foundations of the influence of new technology and artificial intelligence (AI) on consumer decision-making processes, service marketing, service management and service research a three-step analytical procedure is used. The review...

... to be explored. Therefore, service AI may require substantial modifications to existing theories or entirely new theories. Technology adoption Technology readiness Service delivery Artificial intelligence Automated technology Machine learning Blockchain Robots Technology infusion Artificial...

... mining Service research Machine learning Natural language processing Qualitative research Artificial intelligence Service researchers are faced with an unprecedented volume of textual data generated from a range of sources and formats such as research publications, news items, industrial...