Understanding the user satisfaction and loyalty of customer service chatbots
The artificial intelligence (AI) chatbot is emerging as a significant corporate customer-facing
application, potentially increasin customer service efficiency while reducing costs. However …
application, potentially increasin customer service efficiency while reducing costs. However …
The personalisation-privacy paradox: Consumer interaction with smart technologies and shopping mall loyalty
Smart shopping malls integrate a range of smart technologies such as artificial intelligence,
virtual reality and augmented reality. However, there is a lack of research on the …
virtual reality and augmented reality. However, there is a lack of research on the …
[HTML][HTML] The impact of electronic customer relationship management strategies on customer loyalty: A mediated model
This study investigated the impact of electronic customer relationship management (e-CRM)
strategies (functional and personal dimensions) on customer loyalty in the Jordanian …
strategies (functional and personal dimensions) on customer loyalty in the Jordanian …
Identifying the critical factors of customer behavior: An integration perspective of marketing strategy and components of attitudes
The purpose of this empirical study is to operationalize the relationship of green marketing's
influence on consumer attitudes via the mediating role of marketing mix towards green …
influence on consumer attitudes via the mediating role of marketing mix towards green …
Disruptive technology and AI in the banking industry of an emerging market
AP Omoge, P Gala, A Horky - International Journal of Bank Marketing, 2022 - emerald.com
Purpose As disruptive technologies, such as the use of artificial intelligence (AI)-enabled
customer relationship management (CRM) systems, alter the processes and strategies that …
customer relationship management (CRM) systems, alter the processes and strategies that …
Examining the effects of AI contactless services on customer psychological safety, perceived value, and hospitality service quality during the COVID‐19 pandemic
Artificial intelligence (AI) contactless services thrived during the COVID-19 pandemic, while
their consequences remained unclear. Based on media equation theory and means-end …
their consequences remained unclear. Based on media equation theory and means-end …
[PDF][PDF] The online shopping habits and e-loyalty of Gen Z as natives in the digital era
RF Ayuni - Journal of Indonesian Economy and Business, 2019 - pdfs.semanticscholar.org
Introduction: Generation Z (Gen Z) refers to the most application-friendly and website-savvy
generation engaging with the Internet for most of its daily activities. The number of Gen Z …
generation engaging with the Internet for most of its daily activities. The number of Gen Z …
Developing a service quality scale for artificial intelligence service agents
Purpose Service providers and consumers alike are increasingly adopting artificial
intelligence service agents (AISA) for service. Yet, no service quality scale exists that can …
intelligence service agents (AISA) for service. Yet, no service quality scale exists that can …
Integrated store service quality measurement scale in omni-channel retailing
M Zhang, Y Li, L Sun, FA Moustapha - International Journal of Retail …, 2022 - emerald.com
Purpose Brick-and-mortar store is an essential channel to deliver a seamless shopping
experience and meet customer's dynamic needs in omni-channel retailing. This paper aims …
experience and meet customer's dynamic needs in omni-channel retailing. This paper aims …
[HTML][HTML] Exploring the information quality of mobile government services: a literature review
This article aims to investigate the constructs that can be used to evaluate the information
quality (IQ) of mobile government services. The dimension of IQ is one of the fundamental …
quality (IQ) of mobile government services. The dimension of IQ is one of the fundamental …