...Akanksha Khanna; Sachu Sarasan; Sunil M P Purpose With companies’ increased adoption of artificial intelligence (AI)-empowered solutions, this study aims to understand the trends in the literature regarding AI in customer service, which is crucial for understanding and finding its long-term...

...Elainy Cristina da Silva Coelho; Josivania Silva Farias Purpose The adoption of artificial intelligence (AI) in frontline service encounters is a growing phenomenon in service marketing, which can lead to positive and negative results. In this context, this paper aims to review the literature...

...Muhammad Haroon Shoukat; Islam Elgammal; Kareem M Selem; Ali Elsayed Shehata Purpose This paper aims to empirically examine the impact of psychological factors (i.e. privacy and intrusiveness concerns) on user intentions regarding artificial intelligence (AI)-enabled social commerce applications...

...Hina Naz; Muhammad Kashif Purpose Artificial intelligence (AI) offers many benefits to improve predictive marketing practice. It raises ethical concerns regarding customer prioritization, market share concentration and consumer manipulation. This paper explores these ethical concerns from...

... on marketing communications is rising in both applications and value created. Artificial intelligence (AI) and, as a result, smart speakers are benefiting both brands and customers at many levels. In particular, AI opens up the possibility to establish human-like dialogs with customers and to advertise brands...

... researched. Design/methodology/approach A literature review of relevant academic articles produced 97 works related to social communication theory, eWOM and new artificial intelligence trends in hospitality. Thereafter, potential avenues for future research were explored. Findings The study results showed...