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Engaging and retaining customers with AI and employee service

Citations

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Cited by:

  1. Eliza Nichifor & Adrian Trifan & Elena Mihaela Nechifor, 2021. "Artificial Intelligence in Electronic Commerce: Basic Chatbots and Consumer Journey," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 23(56), pages 1-87, February.
  2. Prentice, Catherine & Dominique-Ferreira, Sergio & Ferreira, Andreia & Wang, Xuequn (Alex), 2022. "The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  3. Ionica Oncioiu & Iustin Priescu & Geanina Silviana Banu & Narcis Chirca, 2023. "Green Consumers’ Responses to Integrated Digital Communication in the Context of Multichannel Retail," Sustainability, MDPI, vol. 15(2), pages 1-17, January.
  4. Huang, Yung-Chuan, 2022. "How marketing strategy, perceived value and brand image influence WOM outcomes—The sharing economy perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  5. Chuah, Stephanie Hui-Wen & Yu, Joanne, 2021. "The future of service: The power of emotion in human-robot interaction," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
  6. Chunlin Yuan & Shuman Wang & Yue Liu, 2023. "AI service impacts on brand image and customer equity: empirical evidence from China," Journal of Brand Management, Palgrave Macmillan, vol. 30(1), pages 61-76, January.
  7. Liu, Nicole Tsz Yeung & Kirshner, Samuel N. & Lim, Eric T.K., 2023. "Is algorithm aversion WEIRD? A cross-country comparison of individual-differences and algorithm aversion," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
  8. Maduku, Daniel K. & Mpinganjira, Mercy & Rana, Nripendra P. & Thusi, Philile & Ledikwe, Aobakwe & Mkhize, Njabulo Happy-boy, 2023. "Assessing customer passion, commitment, and word-of-mouth intentions in digital assistant usage: The moderating role of technology anxiety," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
  9. Ruan, Yanya & Mezei, József, 2022. "When do AI chatbots lead to higher customer satisfaction than human frontline employees in online shopping assistance? Considering product attribute type," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  10. Li, Dongmei & Han, Xiaoyun, 2021. "Assessing the influence of goal pursuit and emotional attachment on customer engagement behaviors," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
  11. Yao, Qi & Kuai, Ling & Wang, Cheng Lu, 2022. "How frontline employees' communication styles affect consumers' willingness to interact: The boundary condition of emotional ability similarity," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  12. Han, Xiaoyun & Chen, Shuping & Chen, Bing, 2022. "From employee engagement to customer engagement: A multilevel dual-path model of engagement spillover effects in service ecosystems," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  13. Pei Li & Chunmao Wu & Charles Spence, 2023. "Comparing the influence of visual information and the perceived intelligence of voice assistants when shopping for sustainable clothing online," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-12, December.
  14. Baoshan Ge & Liyi Zhao, 2022. "The impact of the integration of opportunity and resources of new ventures on entrepreneurial performance: The moderating role of BDAC‐AI," Systems Research and Behavioral Science, Wiley Blackwell, vol. 39(3), pages 440-461, May.
  15. Jesús J. Cambra-Fierro & María Fuentes-Blasco & Rocío Huerta-Álvarez & Ana Olavarría, 2021. "Customer-based brand equity and customer engagement in experiential services: insights from an emerging economy," Service Business, Springer;Pan-Pacific Business Association, vol. 15(3), pages 467-491, September.
  16. Prentice, Catherine & Wong, IpKin Anthony & Lin, Zhiwei (CJ), 2023. "Artificial intelligence as a boundary-crossing object for employee engagement and performance," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  17. Tran, Anh D. & Pallant, Jason I. & Johnson, Lester W., 2021. "Exploring the impact of chatbots on consumer sentiment and expectations in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
  18. Zoirova Shokhsanam & Young-joo Ahn, 2021. "Employee Service Quality at Uzbekistani Halal Restaurants Amid the COVID-19 Pandemic," Sustainability, MDPI, vol. 13(10), pages 1-14, May.
  19. Rahman, Muhammad Sabbir & Bag, Surajit & Hossain, Md Afnan & Abdel Fattah, Fadi Abdel Muniem & Gani, Mohammad Osman & Rana, Nripendra P., 2023. "The new wave of AI-powered luxury brands online shopping experience: The role of digital multisensory cues and customers’ engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
  20. Le, Hoang Tran Phuoc Mai & Park, Jungkun & Lee, Sangwoo, 2023. "Emotion and trust in virtual service assistant design for effective service recovery," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
  21. Chen Yang & Jing Hu, 2022. "When do consumers prefer AI-enabled customer service? The interaction effect of brand personality and service provision type on brand attitudes and purchase intentions," Journal of Brand Management, Palgrave Macmillan, vol. 29(2), pages 167-189, March.
  22. Arpan Kumar Kar & P. S. Varsha & Shivakami Rajan, 2023. "Unravelling the Impact of Generative Artificial Intelligence (GAI) in Industrial Applications: A Review of Scientific and Grey Literature," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 24(4), pages 659-689, December.
  23. Fan, Hua & Han, Bing & Gao, Wei, 2022. "(Im)Balanced customer-oriented behaviors and AI chatbots' Efficiency–Flexibility performance: The moderating role of customers’ rational choices," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
  24. Cambra-Fierro, Jesús & Gao, Lily (Xuehui) & Melero-Polo, Iguácel & Trifu, Andreea, 2021. "How do firms handle variability in customer experience? A dynamic approach to better understanding customer retention," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
  25. Qinhai Ma & Mengyi Li & Guanghui Shi & Tianshu Zhou, 2023. "The promotional effect of interpersonal attraction of service employees on customer engagement in the S-D logic," SN Business & Economics, Springer, vol. 3(11), pages 1-22, November.
  26. Sıddık Bozkurt & David Gligor & Nichole Gligor, 2022. "Investigating the impact of psychological customer engagement on customer engagement behaviors: the moderating role of customer commitment," Journal of Marketing Analytics, Palgrave Macmillan, vol. 10(4), pages 408-424, December.
  27. Soderlund, Magnus & Oikarinen, Eeva-Liisa & Tan, Teck Ming, 2021. "The happy virtual agent and its impact on the human customer in the service encounter," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
  28. Gunjan Malhotra & Vimi Jham & Nidhi Sehgal, 2022. "Does Psychological Ownership Matter? Investigating Consumer Green Brand Relationships through the Lens of Anthropomorphism," Sustainability, MDPI, vol. 14(20), pages 1-15, October.
  29. Catherine Prentice & Sandra Maria Correia Loureiro & João Guerreiro, 2023. "Engaging with intelligent voice assistants for wellbeing and brand attachment," Journal of Brand Management, Palgrave Macmillan, vol. 30(5), pages 449-460, September.
  30. Mobin Fatma & Imran Khan, 2023. "Impact of CSR on Customer Citizenship Behavior: Mediating the Role of Customer Engagement," Sustainability, MDPI, vol. 15(7), pages 1-11, March.
  31. Dogerlioglu-Demir, Kivilcim & Ng, Andy H. & Koçaş, Cenk, 2023. "Gracefully yours: Would snap judgments of one's subtle graceful movements lead to inferences about their emotional intelligence?," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
  32. Huang, Yu-Shan (Sandy) & Dootson, Paula, 2022. "Chatbots and service failure: When does it lead to customer aggression," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  33. Ha-Won Jang & Soo-Bum Lee, 2021. "The Relationship between Contact-Free Services, Social and Personal Norms, and Customers’ Behavior for the Sustainable Management of the Restaurant Industry," Sustainability, MDPI, vol. 13(17), pages 1-14, September.
  34. Lim, Weng Marc & Rasul, Tareq & Kumar, Satish & Ala, Mamun, 2022. "Past, present, and future of customer engagement," Journal of Business Research, Elsevier, vol. 140(C), pages 439-458.
  35. Yuan, Chunlin & Zhang, Chenlei & Wang, Shuman, 2022. "Social anxiety as a moderator in consumer willingness to accept AI assistants based on utilitarian and hedonic values," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
  36. Chun Lei & Md Sazzad Hossain & Elise Wong, 2023. "Determinants of Repurchase Intentions of Hospitality Services Delivered by Artificially Intelligent (AI) Service Robots," Sustainability, MDPI, vol. 15(6), pages 1-17, March.
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