... entitlement Service automation Self-service 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...

.../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...

... be contacted at: wilson.ozuem@uca.ac.uk 08 10 2024 23 02 2025 30 03 2025 © Emerald Publishing Limited 2025 Emerald Publishing Limited Licensed re-use rights only Chatbots Service failure recovery Artificial intelligence Online customer experience Frustration–aggression...

... 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...

... 14 06 2024 24 07 2024 26 07 2024 © Emerald Publishing Limited 2024 Emerald Publishing Limited Licensed re-use rights only Virtual service assistant quality Artificial intelligence Stereotype content model Service co-creation Service recovery The ongoing impact...

...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...

...), artificial intelligence (AI) and the sharing economy [ 1 ]. Social media fulfills societal needs/wants of storing, sharing, expressing and accessing information and ideas via digital content in virtual communities (Kao et al., 2016). IoT improves task efficiency by making decisions without human...

... rights only Professional services Customer engagement Well-being Artificial intelligence Face and body beautification/modification services Augmented reality Beauty addiction Our “Nip and Tuck” service framework, though, through our own research and interest in the field, and sparked...

... Customer experience Artificial intelligence Technology and service Behavioral insight Despite the fact that both countries are technologically advanced, international brands enter the beauty sector by using cutting-edge technology (Forbes, 2020 ; Hollebeek et al., 2021). This research...

... to analyze cohesion between users and smart technologies and to examine the effect of this cohesion on user engagement with the brand. Relationship marketing Artificial intelligence Customer engagement Technology and service Smart voice assistants Relational cohesion Engagement behaviors Positive...

.... Magnus Söderlund can be contacted at: magnus.soderlund@hhs.se Customer service Experimental design Artificial intelligence Figure 1 Overview of the assumed associations between the variables in the hypotheses Perceived humanness has to do with the extent to which...

... intelligence-based self-service technologies. Financial services Experimental design Robo-advisor Trust Artificial intelligence Despite rapid digitalization and automation of previously “high-touch” services (Bitner et al., 2000), consumers still prefer human interactions...

... marketing. Moreover, a research agenda for the specific purpose of promoting collaboration across disciplines is presented. Service quality Service recovery Frontline service employees Self-service technology Co-creation Artificial intelligence The growth of services is one of the most...

..., rather than the supplier is needed. 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...

... not include the term “service”, this term was added to the search by the Boolean operator “AND”. The Google Scholar data is based on searches conducted on July 8, 2019 Technology adoption Technology readiness Service delivery Artificial intelligence Automated technology Machine learning...

... and business contexts. Text 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...

... with the potential for other artificial intelligence technologies to contribute to the management of services marketing. Notes that advanced applications such as expert systems will dramatically change the competitive landscape of the future. © MCB UP Limited 1991 Artificial intelligence Expert systems...