Table 1.

Select studies on the interaction between AI and stakeholder engagement

Authors and YearType of AI studiedStudy themeKey findings
Hollebeek et al. (2021) RPA, ML, DLCustomer engagementAI has the potential to transform customer engagement in automated service interactions
Prentice and Nguyen (2020) Not specifiedCustomer engagementBoth employee and AI service experiences significantly influence customer engagement and loyalty
Dutta et al. (2023) AI-based chatbotsEmployee engagementAI-based chatbots improve employee engagement by enhancing a climate for trust
Hui et al. (2023) Not specifiedCustomer engagementAnthropomorphism and responsiveness in human−AI interactions can enhance service quality, customer engagement and satisfaction
Sung et al. (2021) AI, ML, MRCustomer engagementHigh-quality AI, like advanced speech recognition and synthesis via machine learning, enhances mixed reality immersion, enjoyment and novelty perception, boosting consumer engagement
Kang and Lou (2022) AI-powered social mediaUser engagementCollaboration between AI and users on TikTok has a substantial impact on medium engagement and interactive social engagement
Yin et al. (2023) Not specifiedCustomer engagementCustomers with higher technology readiness optimism engage more and trust more in AI environments (versus traditional environment) where they perceive ideal self-congruity and lower anthropomorphism
Prentice et al. (2023) AI-powered toolsEmployee engagementAI performance improves employees’ job engagement, especially when they feel their jobs are secure
Gao et al. (2023) Not specifiedCustomer engagementThe perceived interactivity of AI-driven interactions significantly boosts value co-creation, while customer readiness enhances the positive relationship between AI interactions and customer engagement
Source(s): Authors’ own work
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