Customer experiences in the age of artificial intelligence. / Ameen, Nisreen; Tarhini, Ali; Reppel, Alex; Anand, Amitabh.

In: Computers in Human Behavior, 02.09.2020.

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Customer experiences in the age of artificial intelligence. / Ameen, Nisreen; Tarhini, Ali; Reppel, Alex; Anand, Amitabh.

In: Computers in Human Behavior, 02.09.2020.

Research output: Contribution to journalArticlepeer-review

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Ameen, Nisreen ; Tarhini, Ali ; Reppel, Alex ; Anand, Amitabh. / Customer experiences in the age of artificial intelligence. In: Computers in Human Behavior. 2020.

BibTeX

@article{95e7980238354caa8fced872b1018ff5,
title = "Customer experiences in the age of artificial intelligence",
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.Keywords: Artificial intelligence; customer experience; trust-commitment theory; trust; beauty brands; COVID 19.",
keywords = "Artificial intelligence, customer experience, trust-commitment theory, trust, beauty brands, COVID 19",
author = "Nisreen Ameen and Ali Tarhini and Alex Reppel and Amitabh Anand",
year = "2020",
month = sep,
day = "2",
doi = "10.1016/j.chb.2020.106548",
language = "English",
journal = "Computers in Human Behavior",
issn = "0747-5632",
publisher = "Elsevier Limited",

}

RIS

TY - JOUR

T1 - Customer experiences in the age of artificial intelligence

AU - Ameen, Nisreen

AU - Tarhini, Ali

AU - Reppel, Alex

AU - Anand, Amitabh

PY - 2020/9/2

Y1 - 2020/9/2

N2 - 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.Keywords: Artificial intelligence; customer experience; trust-commitment theory; trust; beauty brands; COVID 19.

AB - 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.Keywords: Artificial intelligence; customer experience; trust-commitment theory; trust; beauty brands; COVID 19.

KW - Artificial intelligence

KW - customer experience

KW - trust-commitment theory

KW - trust

KW - beauty brands

KW - COVID 19

U2 - 10.1016/j.chb.2020.106548

DO - 10.1016/j.chb.2020.106548

M3 - Article

JO - Computers in Human Behavior

JF - Computers in Human Behavior

SN - 0747-5632

M1 - 106548

ER -