Customer experiences in the age of artificial intelligence.
Identifieur interne : 000002 ( Main/Exploration ); précédent : 000001; suivant : 000003Customer experiences in the age of artificial intelligence.
Auteurs : Nisreen Ameen [Royaume-Uni] ; Ali Tarhini [Oman] ; Alexander Reppel [Royaume-Uni] ; Amitabh Anand [France]Source :
- Computers in human behavior [ 0747-5632 ] ; 2021.
Abstract
Artificial intelligence (AI) is revolutionising the way customers interact with brands. There is a lack of empirical research into AI-enabled customer experiences. Hence, this study aims to analyse how the integration of AI in shopping can lead to an improved AI-enabled customer experience. We propose a theoretical model drawing on the trust-commitment theory and service quality model. An online survey was distributed to customers who have used an AI- enabled service offered by a beauty brand. A total of 434 responses were analysed using partial least squares-structural equation modelling. The findings indicate the significant role of trust and perceived sacrifice as factors mediating the effects of perceived convenience, personalisation and AI-enabled service quality. The findings also reveal the significant effect of relationship commitment on AI-enabled customer experience. This study contributes to the existing literature by revealing the mediating effects of trust and perceived sacrifice and the direct effect of relationship commitment on AI-enabled customer experience. In addition, the study has practical implications for retailers deploying AI in services offered to their customers.
DOI: 10.1016/j.chb.2020.106548
PubMed: 32905175
PubMed Central: PMC7463275
Affiliations:
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Londres</orgName></affiliation></author><author><name sortKey="Anand, Amitabh" sort="Anand, Amitabh" uniqKey="Anand A" first="Amitabh" last="Anand">Amitabh Anand</name><affiliation wicri:level="1"><nlm:affiliation>SKEMA Business School, Université Côte d'Azur, GREDEG, France.</nlm:affiliation><country xml:lang="fr">France</country><wicri:regionArea>SKEMA Business School, Université Côte d'Azur, GREDEG</wicri:regionArea><wicri:noRegion>GREDEG</wicri:noRegion><wicri:noRegion>GREDEG</wicri:noRegion></affiliation></author></titleStmt><publicationStmt><idno type="wicri:source">PubMed</idno><date when="2021">2021</date><idno type="RBID">pubmed:32905175</idno><idno type="pmid">32905175</idno><idno type="doi">10.1016/j.chb.2020.106548</idno><idno type="pmc">PMC7463275</idno><idno type="wicri:Area/Main/Corpus">000188</idno><idno type="wicri:explorRef" wicri:stream="Main" wicri:step="Corpus" wicri:corpus="PubMed">000188</idno><idno type="wicri:Area/Main/Curation">000188</idno><idno 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sort="Tarhini, Ali" uniqKey="Tarhini A" first="Ali" last="Tarhini">Ali Tarhini</name><affiliation wicri:level="1"><nlm:affiliation>Department of Information Systems, Sultan Qaboos University, Muscat, Oman.</nlm:affiliation><country xml:lang="fr">Oman</country><wicri:regionArea>Department of Information Systems, Sultan Qaboos University, Muscat</wicri:regionArea><wicri:noRegion>Muscat</wicri:noRegion></affiliation></author><author><name sortKey="Reppel, Alexander" sort="Reppel, Alexander" uniqKey="Reppel A" first="Alexander" last="Reppel">Alexander Reppel</name><affiliation wicri:level="4"><nlm:affiliation>School of Business and Management, Royal Holloway, University of London, London, United Kingdom.</nlm:affiliation><country xml:lang="fr">Royaume-Uni</country><wicri:regionArea>School of Business and Management, Royal Holloway, University of London, London</wicri:regionArea><placeName><settlement type="city">Londres</settlement><region type="country">Angleterre</region><region type="région" nuts="1">Grand Londres</region></placeName><orgName type="university">Université de Londres</orgName></affiliation></author><author><name sortKey="Anand, Amitabh" sort="Anand, Amitabh" uniqKey="Anand A" first="Amitabh" last="Anand">Amitabh Anand</name><affiliation wicri:level="1"><nlm:affiliation>SKEMA Business School, Université Côte d'Azur, GREDEG, France.</nlm:affiliation><country xml:lang="fr">France</country><wicri:regionArea>SKEMA Business School, Université Côte d'Azur, GREDEG</wicri:regionArea><wicri:noRegion>GREDEG</wicri:noRegion><wicri:noRegion>GREDEG</wicri:noRegion></affiliation></author></analytic><series><title level="j">Computers in human behavior</title><idno type="ISSN">0747-5632</idno><imprint><date when="2021" type="published">2021</date></imprint></series></biblStruct></sourceDesc></fileDesc><profileDesc><textClass></textClass></profileDesc></teiHeader><front><div type="abstract" xml:lang="en">Artificial intelligence (AI) is revolutionising the way customers interact with brands. There is a lack of empirical research into AI-enabled customer experiences. Hence, this study aims to analyse how the integration of AI in shopping can lead to an improved AI-enabled customer experience. We propose a theoretical model drawing on the trust-commitment theory and service quality model. An online survey was distributed to customers who have used an AI- enabled service offered by a beauty brand. A total of 434 responses were analysed using partial least squares-structural equation modelling. The findings indicate the significant role of trust and perceived sacrifice as factors mediating the effects of perceived convenience, personalisation and AI-enabled service quality. The findings also reveal the significant effect of relationship commitment on AI-enabled customer experience. This study contributes to the existing literature by revealing the mediating effects of trust and perceived sacrifice and the direct effect of relationship commitment on AI-enabled customer experience. In addition, the study has practical implications for retailers deploying AI in services offered to their customers.</div></front></TEI><pubmed><MedlineCitation Status="PubMed-not-MEDLINE" Owner="NLM"><PMID Version="1">32905175</PMID><DateRevised><Year>2020</Year><Month>09</Month><Day>11</Day></DateRevised><Article PubModel="Print-Electronic"><Journal><ISSN IssnType="Print">0747-5632</ISSN><JournalIssue CitedMedium="Print"><Volume>114</Volume><PubDate><Year>2021</Year><Month>Jan</Month></PubDate></JournalIssue><Title>Computers in human behavior</Title><ISOAbbreviation>Comput Human Behav</ISOAbbreviation></Journal><ArticleTitle>Customer experiences in the age of artificial intelligence.</ArticleTitle><Pagination><MedlinePgn>106548</MedlinePgn></Pagination><ELocationID EIdType="doi" ValidYN="Y">10.1016/j.chb.2020.106548</ELocationID><Abstract><AbstractText>Artificial intelligence (AI) is revolutionising the way customers interact with brands. There is a lack of empirical research into AI-enabled customer experiences. Hence, this study aims to analyse how the integration of AI in shopping can lead to an improved AI-enabled customer experience. We propose a theoretical model drawing on the trust-commitment theory and service quality model. An online survey was distributed to customers who have used an AI- enabled service offered by a beauty brand. A total of 434 responses were analysed using partial least squares-structural equation modelling. The findings indicate the significant role of trust and perceived sacrifice as factors mediating the effects of perceived convenience, personalisation and AI-enabled service quality. The findings also reveal the significant effect of relationship commitment on AI-enabled customer experience. This study contributes to the existing literature by revealing the mediating effects of trust and perceived sacrifice and the direct effect of relationship commitment on AI-enabled customer experience. In addition, the study has practical implications for retailers deploying AI in services offered to their customers.</AbstractText><CopyrightInformation>© 2020 Elsevier Ltd. All rights reserved.</CopyrightInformation></Abstract><AuthorList CompleteYN="Y"><Author ValidYN="Y"><LastName>Ameen</LastName><ForeName>Nisreen</ForeName><Initials>N</Initials><AffiliationInfo><Affiliation>School of Business and Management, Royal Holloway, University of London, London, United Kingdom.</Affiliation></AffiliationInfo></Author><Author ValidYN="Y"><LastName>Tarhini</LastName><ForeName>Ali</ForeName><Initials>A</Initials><AffiliationInfo><Affiliation>Department of Information Systems, Sultan Qaboos University, Muscat, Oman.</Affiliation></AffiliationInfo></Author><Author ValidYN="Y"><LastName>Reppel</LastName><ForeName>Alexander</ForeName><Initials>A</Initials><AffiliationInfo><Affiliation>School of Business and Management, Royal Holloway, University of London, London, United Kingdom.</Affiliation></AffiliationInfo></Author><Author ValidYN="Y"><LastName>Anand</LastName><ForeName>Amitabh</ForeName><Initials>A</Initials><AffiliationInfo><Affiliation>SKEMA Business School, Université Côte d'Azur, GREDEG, France.</Affiliation></AffiliationInfo></Author></AuthorList><Language>eng</Language><PublicationTypeList><PublicationType UI="D016428">Journal Article</PublicationType></PublicationTypeList><ArticleDate DateType="Electronic"><Year>2020</Year><Month>09</Month><Day>02</Day></ArticleDate></Article><MedlineJournalInfo><Country>United States</Country><MedlineTA>Comput Human Behav</MedlineTA><NlmUniqueID>8510313</NlmUniqueID><ISSNLinking>0747-5632</ISSNLinking></MedlineJournalInfo><KeywordList Owner="NOTNLM"><Keyword MajorTopicYN="N">Artificial intelligence</Keyword><Keyword MajorTopicYN="N">Beauty brands</Keyword><Keyword MajorTopicYN="N">COVID 19</Keyword><Keyword MajorTopicYN="N">Customer experience</Keyword><Keyword MajorTopicYN="N">Trust-commitment theory</Keyword><Keyword MajorTopicYN="N">trust</Keyword></KeywordList><CoiStatement>None. We wish to confirm that there are no known conflicts of interest associated with this publication and there has been no significant financial support for this work that could have influenced its outcome.</CoiStatement></MedlineCitation><PubmedData><History><PubMedPubDate PubStatus="received"><Year>2020</Year><Month>06</Month><Day>20</Day></PubMedPubDate><PubMedPubDate PubStatus="revised"><Year>2020</Year><Month>08</Month><Day>27</Day></PubMedPubDate><PubMedPubDate PubStatus="accepted"><Year>2020</Year><Month>08</Month><Day>31</Day></PubMedPubDate><PubMedPubDate PubStatus="pubmed"><Year>2020</Year><Month>9</Month><Day>10</Day><Hour>6</Hour><Minute>0</Minute></PubMedPubDate><PubMedPubDate PubStatus="medline"><Year>2020</Year><Month>9</Month><Day>10</Day><Hour>6</Hour><Minute>1</Minute></PubMedPubDate><PubMedPubDate PubStatus="entrez"><Year>2020</Year><Month>9</Month><Day>9</Day><Hour>18</Hour><Minute>11</Minute></PubMedPubDate></History><PublicationStatus>ppublish</PublicationStatus><ArticleIdList><ArticleId IdType="pubmed">32905175</ArticleId><ArticleId IdType="doi">10.1016/j.chb.2020.106548</ArticleId><ArticleId IdType="pii">S0747-5632(20)30298-3</ArticleId><ArticleId IdType="pii">106548</ArticleId><ArticleId IdType="pmc">PMC7463275</ArticleId></ArticleIdList><pmc-dir>pmcsd</pmc-dir>
<ReferenceList><Reference><Citation>J Appl Psychol. 2003 Oct;88(5):879-903</Citation><ArticleIdList><ArticleId IdType="pubmed">14516251</ArticleId></ArticleIdList></Reference><Reference><Citation>Hum Factors. 2004 Spring;46(1):50-80</Citation><ArticleIdList><ArticleId IdType="pubmed">15151155</ArticleId></ArticleIdList></Reference><Reference><Citation>Behav Res Methods. 2008 Aug;40(3):879-91</Citation><ArticleIdList><ArticleId IdType="pubmed">18697684</ArticleId></ArticleIdList></Reference><Reference><Citation>J Pers Soc Psychol. 1986 Dec;51(6):1173-82</Citation><ArticleIdList><ArticleId IdType="pubmed">3806354</ArticleId></ArticleIdList></Reference></ReferenceList></PubmedData></pubmed><affiliations><list><country><li>France</li><li>Oman</li><li>Royaume-Uni</li></country><region><li>Angleterre</li><li>Grand Londres</li></region><settlement><li>Londres</li></settlement><orgName><li>Université de Londres</li></orgName></list><tree><country name="Royaume-Uni"><region name="Angleterre"><name sortKey="Ameen, Nisreen" sort="Ameen, Nisreen" uniqKey="Ameen N" first="Nisreen" last="Ameen">Nisreen Ameen</name></region><name sortKey="Reppel, Alexander" sort="Reppel, Alexander" uniqKey="Reppel A" first="Alexander" last="Reppel">Alexander Reppel</name></country><country name="Oman"><noRegion><name sortKey="Tarhini, Ali" sort="Tarhini, Ali" uniqKey="Tarhini A" first="Ali" last="Tarhini">Ali Tarhini</name></noRegion></country><country name="France"><noRegion><name sortKey="Anand, Amitabh" sort="Anand, Amitabh" uniqKey="Anand A" first="Amitabh" last="Anand">Amitabh Anand</name></noRegion></country></tree></affiliations></record>Pour manipuler ce document sous Unix (Dilib)
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