Digital agents with human-like characteristics have become ubiquitous in our society and
are increasingly relevant in commercial applications. While some of them closely resemble …

En la actualidad, existen una gran cantidad de organizaciones compitiendo entre ellas y
resulta imprescindible el uso de la tecnología para generar un mayor impacto en los …

Measures aimed at keeping physical and social distance during the COVID-19 pandemic
have started to be a big challenge for service industries all over the world. The utilization of …

This study, through a bibliometric analysis, aims to provide increased knowledge of the
evolution and effects of artificial intelligence over the last 30 years in customer engagement …

The introduction and widespread adoption of Artificial Intelligence in the professions has the
potential to deliver a number of critical public goods, such as widening access to justice and …

Purpose Exoskeletons are characterized as wearable, mechanical orthoses that augment
the physical performance of the wearer, enhance productivity and employee well-being …

This paper aims to understand travelers' responses to apologies of robot (vs. human)
employees following service failures and how travelers' age influences their responses …

Purpose This study aims to develop a comprehensive, theoretically grounded framework of
customer-to-customer interaction (CCI) management, by revisiting three older services …

The tourism industry is rapidly adopting artificial intelligence (AI) to enhance customer
experiences and improve service delivery. However, the adoption of AI has raised concerns …

In online shopping enterprises, AI technology has been widely used to provide accurate and
fast personalized consumer services. This research demonstrates the use of AI technology …