Consumer–machine relationships in the age of artificial intelligence: Systematic literature review and research directions
Recent advancements in artificial intelligence (AI) and the emergence of AI‐based social
applications in the market have propelled research on the possibility of consumers …
applications in the market have propelled research on the possibility of consumers …
Service employees' STARA awareness and proactive service performance
WM Hur, Y Shin - Journal of Services Marketing, 2024 - emerald.com
Purpose This study aims to explore the role of frontline service employees'(FSEs)
awareness that their job can be substituted by smart technology, artificial intelligence …
awareness that their job can be substituted by smart technology, artificial intelligence …
How enterprise social media usage contributes to employee resilience: moderating role of individual adaptability
L Ma, P Yu, X Zhang, F Hao - Behaviour & Information Technology, 2024 - Taylor & Francis
Earlier research on the ways in which enterprise social media (ESM) usage contributes to
employee resilience is rather limited. Using boundary spanning theory, this paper proposes …
employee resilience is rather limited. Using boundary spanning theory, this paper proposes …
The AI empathy effect: a mechanism of emotional contagion
W Liu, S Zhang, T Zhang, Q Gu, W Han… - Journal of Hospitality …, 2024 - Taylor & Francis
While advances in technology have led to the widespread use of artificial intelligence (AI) in
frontline services, the AI empathic effect is often overlooked. Based on emotional contagion …
frontline services, the AI empathic effect is often overlooked. Based on emotional contagion …