Perceived value |
Set of values that impact consumers’ perceptions of the use of AI in the services provided |
Components |
Definitions |
References |
Trust |
Intentions and behaviors that indicate in the security that the service has added value from the use of AI. |
Ameen et al. (2021)Ameen, N., Tarhini, A., Reppel, A., & Anand, A. (2021). Customer experiences in the age of artificial intelligence. Computers in Human Behavior, 114, 106548. http://doi.org/10.1016/j.chb.2020.106548 http://doi.org/10.1016/j.chb.2020.106548...
, Purwanto et al. (2020)Purwanto, P., Kuswandi, K., & Fatmah, F. (2020). Interactive Applications with Artificial Intelligence: The Role of Trust among Digital Assistant Users. Journal of the National Research University Higher School of Economics, 14(2), 64-75. https://doi.org/10.17323/2500-2597.2020.2.64.75 https://doi.org/10.17323/2500-2597.2020....
, Chen et al. (2021)Chen, T., Guo, W., Gao, X., & Liang, Z. (2021). AI-based self-service technology in public service delivery: User experience and influencing factors. Government Information Quarterly, 38(4), 101520. https://doi.org/10.1016/j.giq.2020.101520 https://doi.org/10.1016/j.giq.2020.10152...
, Chiang and Trimi (2020)Chiang, A. H., & Trimi, S. (2020). Impacts of service robots on service quality. Service Business, 14, 439-459. https://doi.org/10.1007/s11628-020-00423-8 https://doi.org/10.1007/s11628-020-00423...
, Payne et al. (2018)Payne, E. M., Peltier, J. W., & Barger, V. A. (2018). Mobile banking and AI-enabled mobile banking: The differential effects of technological and non-technological factors on digital natives’ perceptions and behavior. Journal of Research in Interactive Marketing, 12(3), 328-346. https://doi.org/10.1108/jrim-07-2018-0087 https://doi.org/10.1108/jrim-07-2018-008...
, Pillai et al. (2020), Zeinalizadeh et al. (2015)Zeinalizadeh, N., Shojaie, A. A., & Shariatmadari, M. (2015). Modeling and analysis of bank customer satisfaction using neural networks approach. International Journal of Bank Marketing, 33(6), 717-732. https://doi.org/10.1108/IJBM-06-2014-0070 https://doi.org/10.1108/IJBM-06-2014-007...
, Kervenoael et al. (2020)Kervenoael, R. D., Hasan, R., Schwob, A., & Goh, E. (2020). Leveraging human-robot interaction in hospitality services: Incorporating the role of perceived value, empathy, and information sharing into visitors’ intentions to use social robots. Tourism Management, 78, 104042. https://doi.org/10.1016/j.tourman.2019.104042 https://doi.org/10.1016/j.tourman.2019.1...
. |
Control |
Perception of control that the consumer has that he can influence the service that relies on an AI. |
Purwanto et al. (2020)Purwanto, P., Kuswandi, K., & Fatmah, F. (2020). Interactive Applications with Artificial Intelligence: The Role of Trust among Digital Assistant Users. Journal of the National Research University Higher School of Economics, 14(2), 64-75. https://doi.org/10.17323/2500-2597.2020.2.64.75 https://doi.org/10.17323/2500-2597.2020....
, Kervenoael et al. (2020)Kervenoael, R. D., Hasan, R., Schwob, A., & Goh, E. (2020). Leveraging human-robot interaction in hospitality services: Incorporating the role of perceived value, empathy, and information sharing into visitors’ intentions to use social robots. Tourism Management, 78, 104042. https://doi.org/10.1016/j.tourman.2019.104042 https://doi.org/10.1016/j.tourman.2019.1...
, Pillai et al. (2020)Pillai, R., Sivathanu, B., & Dwivedi, Y. K. (2020). Shopping intention at AI-powered automated retail stores (AIPARS). Journal of Retailing and Consumer Services, 57, 102207. https://doi.org/10.1016/j.jretconser.2020.102207 https://doi.org/10.1016/j.jretconser.202...
, Söderlund (2020)Söderlund, M. (2020). Employee encouragement of self-disclosure in the service encounter and its impact on customer satisfaction. Journal of Retailing and Consumer Services, 53, 102001. https://doi.org/10.1016/j.jretconser.2019.102001 https://doi.org/10.1016/j.jretconser.201...
. |
Empathy |
Perception of care from a service delivery that uses AI. |
Chiang and Trimi (2020)Chiang, A. H., & Trimi, S. (2020). Impacts of service robots on service quality. Service Business, 14, 439-459. https://doi.org/10.1007/s11628-020-00423-8 https://doi.org/10.1007/s11628-020-00423...
, Gursoy et al. (2019), Lin et al. (2020)Lin, H., Chi, O. H., & Gursoy, D. (2020). Antecedents of customers’ acceptance of artificially intelligent robotic device use in hospitality services. Journal of Hospitality Marketing & Management, 29(5), 530-549. https://doi.org/10.1080/19368623.2020.1685053 https://doi.org/10.1080/19368623.2020.16...
, Pillai et al. (2020)Pillai, R., Sivathanu, B., & Dwivedi, Y. K. (2020). Shopping intention at AI-powered automated retail stores (AIPARS). Journal of Retailing and Consumer Services, 57, 102207. https://doi.org/10.1016/j.jretconser.2020.102207 https://doi.org/10.1016/j.jretconser.202...
, Prentice et al. (2020)Prentice, C., Lopes, S. D., & Wang, X. (2020). The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty. Journal of Hospitality Marketing & Management, 29(7), 739-756. https://doi.org/10.1080/19368623.2020.1722304 https://doi.org/10.1080/19368623.2020.17...
, Qiu et al. (2020), Söderlund (2020)Söderlund, M. (2020). Employee encouragement of self-disclosure in the service encounter and its impact on customer satisfaction. Journal of Retailing and Consumer Services, 53, 102001. https://doi.org/10.1016/j.jretconser.2019.102001 https://doi.org/10.1016/j.jretconser.201...
, Zhu and Chang (2020)Zhu, D. H., & Chang, Y. P. (2020). Robot with humanoid hands cooks food better? Effect of robotic chef anthropomorphism on food quality prediction. International Journal of Contemporary Hospitality Management, 32(3), 1367-1383. https://doi.org/10.1108/IJCHM-10-2019-0904 https://doi.org/10.1108/IJCHM-10-2019-09...
, Kervenoael et al. (2020)Kervenoael, R. D., Hasan, R., Schwob, A., & Goh, E. (2020). Leveraging human-robot interaction in hospitality services: Incorporating the role of perceived value, empathy, and information sharing into visitors’ intentions to use social robots. Tourism Management, 78, 104042. https://doi.org/10.1016/j.tourman.2019.104042 https://doi.org/10.1016/j.tourman.2019.1...
. |
Hedonism |
Perception of pleasure associated with a service that uses AI. |
Gursoy et al. (2019)Gursoy, D., Chi, O. H., Lu, L., & Nunkoo, R. (2019). Consumers acceptance of artificially intelligent (AI) device use in service delivery. International Journal of Information Management, 49, 157-169. https://doi.org/10.1016/j.ijinfomgt.2019.03.008 https://doi.org/10.1016/j.ijinfomgt.2019...
, Lin et al. (2020)Lin, H., Chi, O. H., & Gursoy, D. (2020). Antecedents of customers’ acceptance of artificially intelligent robotic device use in hospitality services. Journal of Hospitality Marketing & Management, 29(5), 530-549. https://doi.org/10.1080/19368623.2020.1685053 https://doi.org/10.1080/19368623.2020.16...
. |
Negative effects |
Perception that using AI in service may not generate value. |
Ameen et al. (2021)Ameen, N., Tarhini, A., Reppel, A., & Anand, A. (2021). Customer experiences in the age of artificial intelligence. Computers in Human Behavior, 114, 106548. http://doi.org/10.1016/j.chb.2020.106548 http://doi.org/10.1016/j.chb.2020.106548...
, Pillai et al. (2020)Pillai, R., Sivathanu, B., & Dwivedi, Y. K. (2020). Shopping intention at AI-powered automated retail stores (AIPARS). Journal of Retailing and Consumer Services, 57, 102207. https://doi.org/10.1016/j.jretconser.2020.102207 https://doi.org/10.1016/j.jretconser.202...
, Pillai and Sivathanu (2020)Pillai, R., & Sivathanu, B. (2020). Adoption of AI-based chatbots for hospitality and tourism. International Journal of Contemporary Hospitality Management, 32(10), 3199-3226. https://doi.org/10.1108/IJCHM-04-2020-0259 https://doi.org/10.1108/IJCHM-04-2020-02...
, Sorderlund and Trivedi (2019)Trivedi, J. (2019). Examining the customer experience of using banking chatbots and its impact on brand love: The moderating role of perceived risk. Journal of internet Commerce, 18(1), 91-111. https://doi.org/10.1080/15332861.2019.1567188 https://doi.org/10.1080/15332861.2019.15...
. |
Construct |
Definition |
Perceived value |
Set of values that impact consumers’ perceptions of the use of AI in the services provided |
Components |
Definitions |
References |
Utility |
Perception that there is useful value in services that make use of AI. |
Payne et al. (2018)Payne, E. M., Peltier, J. W., & Barger, V. A. (2018). Mobile banking and AI-enabled mobile banking: The differential effects of technological and non-technological factors on digital natives’ perceptions and behavior. Journal of Research in Interactive Marketing, 12(3), 328-346. https://doi.org/10.1108/jrim-07-2018-0087 https://doi.org/10.1108/jrim-07-2018-008...
, Prentice et al. (2020)Prentice, C., Lopes, S. D., & Wang, X. (2020). The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty. Journal of Hospitality Marketing & Management, 29(7), 739-756. https://doi.org/10.1080/19368623.2020.1722304 https://doi.org/10.1080/19368623.2020.17...
, Zeinalizadeh et al. (2015)Zeinalizadeh, N., Shojaie, A. A., & Shariatmadari, M. (2015). Modeling and analysis of bank customer satisfaction using neural networks approach. International Journal of Bank Marketing, 33(6), 717-732. https://doi.org/10.1108/IJBM-06-2014-0070 https://doi.org/10.1108/IJBM-06-2014-007...
, Kervenoael et al. (2020). |
Construct |
Definition |
Perceived resources |
Tangible and intangible resources perceived in customer service from the use of AI |
Components |
Definitions |
References |
Access |
Perception of tangibility in a service using AI. |
Chiang and Trimi (2020)Chiang, A. H., & Trimi, S. (2020). Impacts of service robots on service quality. Service Business, 14, 439-459. https://doi.org/10.1007/s11628-020-00423-8 https://doi.org/10.1007/s11628-020-00423...
, Zhu and Chang (2020)Zhu, D. H., & Chang, Y. P. (2020). Robot with humanoid hands cooks food better? Effect of robotic chef anthropomorphism on food quality prediction. International Journal of Contemporary Hospitality Management, 32(3), 1367-1383. https://doi.org/10.1108/IJCHM-10-2019-0904 https://doi.org/10.1108/IJCHM-10-2019-09...
, Kervenoael et al. (2020)Kervenoael, R. D., Hasan, R., Schwob, A., & Goh, E. (2020). Leveraging human-robot interaction in hospitality services: Incorporating the role of perceived value, empathy, and information sharing into visitors’ intentions to use social robots. Tourism Management, 78, 104042. https://doi.org/10.1016/j.tourman.2019.104042 https://doi.org/10.1016/j.tourman.2019.1...
. |
Customization |
Perception that it is possible to adapt a service with AI to the consumer’s needs. |
Ameen et al. (2021)Ameen, N., Tarhini, A., Reppel, A., & Anand, A. (2021). Customer experiences in the age of artificial intelligence. Computers in Human Behavior, 114, 106548. http://doi.org/10.1016/j.chb.2020.106548 http://doi.org/10.1016/j.chb.2020.106548...
, Chen et al. (2021)Chen, T., Guo, W., Gao, X., & Liang, Z. (2021). AI-based self-service technology in public service delivery: User experience and influencing factors. Government Information Quarterly, 38(4), 101520. https://doi.org/10.1016/j.giq.2020.101520 https://doi.org/10.1016/j.giq.2020.10152...
, Pillai et al. (2020)Pillai, R., Sivathanu, B., & Dwivedi, Y. K. (2020). Shopping intention at AI-powered automated retail stores (AIPARS). Journal of Retailing and Consumer Services, 57, 102207. https://doi.org/10.1016/j.jretconser.2020.102207 https://doi.org/10.1016/j.jretconser.202...
, Söderlund (2020)Söderlund, M. (2020). Employee encouragement of self-disclosure in the service encounter and its impact on customer satisfaction. Journal of Retailing and Consumer Services, 53, 102001. https://doi.org/10.1016/j.jretconser.2019.102001 https://doi.org/10.1016/j.jretconser.201...
. |
Usability |
Perception that there are facilities in the effort employed to use the service with AI. |
Chen et al. (2021)Chen, T., Guo, W., Gao, X., & Liang, Z. (2021). AI-based self-service technology in public service delivery: User experience and influencing factors. Government Information Quarterly, 38(4), 101520. https://doi.org/10.1016/j.giq.2020.101520 https://doi.org/10.1016/j.giq.2020.10152...
, Qiu et al. (2020)Qiu, H., Li, M., Shu, B., & Bai, B. (2020). Enhancing hospitality experience with service robots: The mediating role of rapport building. Journal of Hospitality Marketing & Management, 29(3), 247-268. https://doi.org/10.1080/19368623.2019.1645073 https://doi.org/10.1080/19368623.2019.16...
, Zeinalizadeh et al. (2015)Zeinalizadeh, N., Shojaie, A. A., & Shariatmadari, M. (2015). Modeling and analysis of bank customer satisfaction using neural networks approach. International Journal of Bank Marketing, 33(6), 717-732. https://doi.org/10.1108/IJBM-06-2014-0070 https://doi.org/10.1108/IJBM-06-2014-007...
. |
Performance |
Expectation that the service using AI will meet expected performance. |
Purwanto et al. (2020)Purwanto, P., Kuswandi, K., & Fatmah, F. (2020). Interactive Applications with Artificial Intelligence: The Role of Trust among Digital Assistant Users. Journal of the National Research University Higher School of Economics, 14(2), 64-75. https://doi.org/10.17323/2500-2597.2020.2.64.75 https://doi.org/10.17323/2500-2597.2020....
, Gursoy et al. (2019)Gursoy, D., Chi, O. H., Lu, L., & Nunkoo, R. (2019). Consumers acceptance of artificially intelligent (AI) device use in service delivery. International Journal of Information Management, 49, 157-169. https://doi.org/10.1016/j.ijinfomgt.2019.03.008 https://doi.org/10.1016/j.ijinfomgt.2019...
, Lin et al. (2019). |
Service |
Expectation that employees are trained to provide a service that uses AI. |
Prentice and Nguyen (2020)Prentice, C., & Nguyen, M. (2020). Engaging and retaining customers with AI and employee service. Journal of Retailing and Consumer Services, 56, 102186. https://doi.org/10.1016/j.jretconser.2020.102186 https://doi.org/10.1016/j.jretconser.202...
, Prentice et al. (2020), Söderlund (2020)Söderlund, M. (2020). Employee encouragement of self-disclosure in the service encounter and its impact on customer satisfaction. Journal of Retailing and Consumer Services, 53, 102001. https://doi.org/10.1016/j.jretconser.2019.102001 https://doi.org/10.1016/j.jretconser.201...
, Zeinalizadeh et al. (2015)Zeinalizadeh, N., Shojaie, A. A., & Shariatmadari, M. (2015). Modeling and analysis of bank customer satisfaction using neural networks approach. International Journal of Bank Marketing, 33(6), 717-732. https://doi.org/10.1108/IJBM-06-2014-0070 https://doi.org/10.1108/IJBM-06-2014-007...
. |
Construct |
Definition |
Quality perception |
Perceptions of the quality involved in the services provided with the adoption of AI |
Components |
Definitions |
References |
Quality in the use of AI |
Evaluation of the quality perceived by the adoption of AI in the execution of the service. |
Ameen et al. (2021)Ameen, N., Tarhini, A., Reppel, A., & Anand, A. (2021). Customer experiences in the age of artificial intelligence. Computers in Human Behavior, 114, 106548. http://doi.org/10.1016/j.chb.2020.106548 http://doi.org/10.1016/j.chb.2020.106548...
, Payne et al. (2018)Payne, E. M., Peltier, J. W., & Barger, V. A. (2018). Mobile banking and AI-enabled mobile banking: The differential effects of technological and non-technological factors on digital natives’ perceptions and behavior. Journal of Research in Interactive Marketing, 12(3), 328-346. https://doi.org/10.1108/jrim-07-2018-0087 https://doi.org/10.1108/jrim-07-2018-008...
, Prentice and Nguyen (2020)Prentice, C., & Nguyen, M. (2020). Engaging and retaining customers with AI and employee service. Journal of Retailing and Consumer Services, 56, 102186. https://doi.org/10.1016/j.jretconser.2020.102186 https://doi.org/10.1016/j.jretconser.202...
, Moriuchi et al. (2021), Pillai and Sivathanu (2020)Pillai, R., & Sivathanu, B. (2020). Adoption of AI-based chatbots for hospitality and tourism. International Journal of Contemporary Hospitality Management, 32(10), 3199-3226. https://doi.org/10.1108/IJCHM-04-2020-0259 https://doi.org/10.1108/IJCHM-04-2020-02...
. |
Quality in service |
Perception of quality of the support given in the service. |
Payne et al. (2018)Payne, E. M., Peltier, J. W., & Barger, V. A. (2018). Mobile banking and AI-enabled mobile banking: The differential effects of technological and non-technological factors on digital natives’ perceptions and behavior. Journal of Research in Interactive Marketing, 12(3), 328-346. https://doi.org/10.1108/jrim-07-2018-0087 https://doi.org/10.1108/jrim-07-2018-008...
, Moriuchi et al. (2021)Moriuchi, E., Landers, V. M., Colton, D., & Hair, N. (2021). Engagement with chatbots versus augmented reality interactive technology in e-commerce. Journal of Strategic Marketing, 29(5), 375-389. https://doi.org/10.1080/0965254X.2020.1740766 https://doi.org/10.1080/0965254X.2020.17...
, Trivedi (2019)Trivedi, J. (2019). Examining the customer experience of using banking chatbots and its impact on brand love: The moderating role of perceived risk. Journal of internet Commerce, 18(1), 91-111. https://doi.org/10.1080/15332861.2019.1567188 https://doi.org/10.1080/15332861.2019.15...
. |
Quality in the systems |
Perception of the quality of service technology systems using AI. |
Purwanto et al. (2020)Purwanto, P., Kuswandi, K., & Fatmah, F. (2020). Interactive Applications with Artificial Intelligence: The Role of Trust among Digital Assistant Users. Journal of the National Research University Higher School of Economics, 14(2), 64-75. https://doi.org/10.17323/2500-2597.2020.2.64.75 https://doi.org/10.17323/2500-2597.2020....
, Trivedi (2019)Trivedi, J. (2019). Examining the customer experience of using banking chatbots and its impact on brand love: The moderating role of perceived risk. Journal of internet Commerce, 18(1), 91-111. https://doi.org/10.1080/15332861.2019.1567188 https://doi.org/10.1080/15332861.2019.15...
, Zeinalizadeh et al. (2015)Zeinalizadeh, N., Shojaie, A. A., & Shariatmadari, M. (2015). Modeling and analysis of bank customer satisfaction using neural networks approach. International Journal of Bank Marketing, 33(6), 717-732. https://doi.org/10.1108/IJBM-06-2014-0070 https://doi.org/10.1108/IJBM-06-2014-007...
. |
Construct |
Definition |
Quality perception |
Perceptions of the quality involved in the services provided with the adoption of AI |
Components |
Definitions |
References |
Quality in the results |
Perception of the quality of the results generated after contact with the service you use AI. |
Purwanto et al. (2020)Purwanto, P., Kuswandi, K., & Fatmah, F. (2020). Interactive Applications with Artificial Intelligence: The Role of Trust among Digital Assistant Users. Journal of the National Research University Higher School of Economics, 14(2), 64-75. https://doi.org/10.17323/2500-2597.2020.2.64.75 https://doi.org/10.17323/2500-2597.2020....
, Choi et al. (2020)Choi, Y., Choi, M., Oh, M. M., & Kim, S. S. (2020). Service robots in hotels: Understanding the service quality perceptions of human-robot interaction. Journal of Hospitality Marketing & Management, 29(6), 613-635. https://doi.org/10.1080/19368623.2020.1703871 https://doi.org/10.1080/19368623.2020.17...
, Moriuchi et al. (2021)Moriuchi, E., Landers, V. M., Colton, D., & Hair, N. (2021). Engagement with chatbots versus augmented reality interactive technology in e-commerce. Journal of Strategic Marketing, 29(5), 375-389. https://doi.org/10.1080/0965254X.2020.1740766 https://doi.org/10.1080/0965254X.2020.17...
, Zeinalizadeh et al. (2015)Zeinalizadeh, N., Shojaie, A. A., & Shariatmadari, M. (2015). Modeling and analysis of bank customer satisfaction using neural networks approach. International Journal of Bank Marketing, 33(6), 717-732. https://doi.org/10.1108/IJBM-06-2014-0070 https://doi.org/10.1108/IJBM-06-2014-007...
. |
Construct |
Definition |
Marketing orientation |
Strategies used by service providers that adopt AI to meet market demands |
Components |
Definitions |
References |
Performance |
Use of process improvement-oriented systems. |
Ameen et al. (2021)Ameen, N., Tarhini, A., Reppel, A., & Anand, A. (2021). Customer experiences in the age of artificial intelligence. Computers in Human Behavior, 114, 106548. http://doi.org/10.1016/j.chb.2020.106548 http://doi.org/10.1016/j.chb.2020.106548...
, Chen et al. (2021)Chen, T., Guo, W., Gao, X., & Liang, Z. (2021). AI-based self-service technology in public service delivery: User experience and influencing factors. Government Information Quarterly, 38(4), 101520. https://doi.org/10.1016/j.giq.2020.101520 https://doi.org/10.1016/j.giq.2020.10152...
, Gursoy et al. (2019)Gursoy, D., Chi, O. H., Lu, L., & Nunkoo, R. (2019). Consumers acceptance of artificially intelligent (AI) device use in service delivery. International Journal of Information Management, 49, 157-169. https://doi.org/10.1016/j.ijinfomgt.2019.03.008 https://doi.org/10.1016/j.ijinfomgt.2019...
, Lin et al. (2020)Lin, H., Chi, O. H., & Gursoy, D. (2020). Antecedents of customers’ acceptance of artificially intelligent robotic device use in hospitality services. Journal of Hospitality Marketing & Management, 29(5), 530-549. https://doi.org/10.1080/19368623.2020.1685053 https://doi.org/10.1080/19368623.2020.16...
, Zeinalizadeh et al. (2015)Zeinalizadeh, N., Shojaie, A. A., & Shariatmadari, M. (2015). Modeling and analysis of bank customer satisfaction using neural networks approach. International Journal of Bank Marketing, 33(6), 717-732. https://doi.org/10.1108/IJBM-06-2014-0070 https://doi.org/10.1108/IJBM-06-2014-007...
. |
Competitiveness |
Service management with the goal of gaining a competitive advantage. |
Payne et al. (2018)Payne, E. M., Peltier, J. W., & Barger, V. A. (2018). Mobile banking and AI-enabled mobile banking: The differential effects of technological and non-technological factors on digital natives’ perceptions and behavior. Journal of Research in Interactive Marketing, 12(3), 328-346. https://doi.org/10.1108/jrim-07-2018-0087 https://doi.org/10.1108/jrim-07-2018-008...
, Pillai et al. (2020)Pillai, R., Sivathanu, B., & Dwivedi, Y. K. (2020). Shopping intention at AI-powered automated retail stores (AIPARS). Journal of Retailing and Consumer Services, 57, 102207. https://doi.org/10.1016/j.jretconser.2020.102207 https://doi.org/10.1016/j.jretconser.202...
, Kervenoael et al. (2020)Kervenoael, R. D., Hasan, R., Schwob, A., & Goh, E. (2020). Leveraging human-robot interaction in hospitality services: Incorporating the role of perceived value, empathy, and information sharing into visitors’ intentions to use social robots. Tourism Management, 78, 104042. https://doi.org/10.1016/j.tourman.2019.104042 https://doi.org/10.1016/j.tourman.2019.1...
, Moriuchi et al. (2021)Moriuchi, E., Landers, V. M., Colton, D., & Hair, N. (2021). Engagement with chatbots versus augmented reality interactive technology in e-commerce. Journal of Strategic Marketing, 29(5), 375-389. https://doi.org/10.1080/0965254X.2020.1740766 https://doi.org/10.1080/0965254X.2020.17...
. |
Financial advantage |
Consideration of the financial impact of adopting AI on service execution. |
Zeinalizadeh et al. (2015)Zeinalizadeh, N., Shojaie, A. A., & Shariatmadari, M. (2015). Modeling and analysis of bank customer satisfaction using neural networks approach. International Journal of Bank Marketing, 33(6), 717-732. https://doi.org/10.1108/IJBM-06-2014-0070 https://doi.org/10.1108/IJBM-06-2014-007...
. |
Construct |
Definition |
Identification with the service |
Factors that demonstrate the consumer’s identification with the service they use AI |
Components |
Definitions |
References |
Relationship |
Perception that the service connects with the consumer from the use of AI. |
Qiu et al. (2020)Qiu, H., Li, M., Shu, B., & Bai, B. (2020). Enhancing hospitality experience with service robots: The mediating role of rapport building. Journal of Hospitality Marketing & Management, 29(3), 247-268. https://doi.org/10.1080/19368623.2019.1645073 https://doi.org/10.1080/19368623.2019.16...
, Trivedi (2019)Trivedi, J. (2019). Examining the customer experience of using banking chatbots and its impact on brand love: The moderating role of perceived risk. Journal of internet Commerce, 18(1), 91-111. https://doi.org/10.1080/15332861.2019.1567188 https://doi.org/10.1080/15332861.2019.15...
. |
Emotions |
Evaluations of the feelings generated in the service experience with AI. |
Gursoy et al. (2019)Gursoy, D., Chi, O. H., Lu, L., & Nunkoo, R. (2019). Consumers acceptance of artificially intelligent (AI) device use in service delivery. International Journal of Information Management, 49, 157-169. https://doi.org/10.1016/j.ijinfomgt.2019.03.008 https://doi.org/10.1016/j.ijinfomgt.2019...
, Lin et al. (2020)Lin, H., Chi, O. H., & Gursoy, D. (2020). Antecedents of customers’ acceptance of artificially intelligent robotic device use in hospitality services. Journal of Hospitality Marketing & Management, 29(5), 530-549. https://doi.org/10.1080/19368623.2020.1685053 https://doi.org/10.1080/19368623.2020.16...
, Pillai et al. (2020)Pillai, R., Sivathanu, B., & Dwivedi, Y. K. (2020). Shopping intention at AI-powered automated retail stores (AIPARS). Journal of Retailing and Consumer Services, 57, 102207. https://doi.org/10.1016/j.jretconser.2020.102207 https://doi.org/10.1016/j.jretconser.202...
, Prentice and Nguyen (2020)Prentice, C., & Nguyen, M. (2020). Engaging and retaining customers with AI and employee service. Journal of Retailing and Consumer Services, 56, 102186. https://doi.org/10.1016/j.jretconser.2020.102186 https://doi.org/10.1016/j.jretconser.202...
, Qiu et al. (2020)Qiu, H., Li, M., Shu, B., & Bai, B. (2020). Enhancing hospitality experience with service robots: The mediating role of rapport building. Journal of Hospitality Marketing & Management, 29(3), 247-268. https://doi.org/10.1080/19368623.2019.1645073 https://doi.org/10.1080/19368623.2019.16...
. |
Environment |
Perception of the service atmosphere created from the use of AI. |
Pillai and Sivathanu (2020)Pillai, R., & Sivathanu, B. (2020). Adoption of AI-based chatbots for hospitality and tourism. International Journal of Contemporary Hospitality Management, 32(10), 3199-3226. https://doi.org/10.1108/IJCHM-04-2020-0259 https://doi.org/10.1108/IJCHM-04-2020-02...
, Qiu et al. (2020)Qiu, H., Li, M., Shu, B., & Bai, B. (2020). Enhancing hospitality experience with service robots: The mediating role of rapport building. Journal of Hospitality Marketing & Management, 29(3), 247-268. https://doi.org/10.1080/19368623.2019.1645073 https://doi.org/10.1080/19368623.2019.16...
, Zhu and Chang (2020)Zhu, D. H., & Chang, Y. P. (2020). Robot with humanoid hands cooks food better? Effect of robotic chef anthropomorphism on food quality prediction. International Journal of Contemporary Hospitality Management, 32(3), 1367-1383. https://doi.org/10.1108/IJCHM-10-2019-0904 https://doi.org/10.1108/IJCHM-10-2019-09...
, Payne et al. (2018). |
Construct |
Definition |
Usage behavior |
Intentions and behaviors that result from consumers’ satisfaction with the use of AI in services |
Components |
Definitions |
References |
Consumer experience |
Intentions and behaviors that indicate favorable or unfavorable perceptions in the service user experience. |
Ameen et al. (2021)Ameen, N., Tarhini, A., Reppel, A., & Anand, A. (2021). Customer experiences in the age of artificial intelligence. Computers in Human Behavior, 114, 106548. http://doi.org/10.1016/j.chb.2020.106548 http://doi.org/10.1016/j.chb.2020.106548...
, Purwanto et al. (2020)Purwanto, P., Kuswandi, K., & Fatmah, F. (2020). Interactive Applications with Artificial Intelligence: The Role of Trust among Digital Assistant Users. Journal of the National Research University Higher School of Economics, 14(2), 64-75. https://doi.org/10.17323/2500-2597.2020.2.64.75 https://doi.org/10.17323/2500-2597.2020....
, Chen et al. (2021)Chen, T., Guo, W., Gao, X., & Liang, Z. (2021). AI-based self-service technology in public service delivery: User experience and influencing factors. Government Information Quarterly, 38(4), 101520. https://doi.org/10.1016/j.giq.2020.101520 https://doi.org/10.1016/j.giq.2020.10152...
, Chiang and Trimi (2020)Chiang, A. H., & Trimi, S. (2020). Impacts of service robots on service quality. Service Business, 14, 439-459. https://doi.org/10.1007/s11628-020-00423-8 https://doi.org/10.1007/s11628-020-00423...
, Choi et al. (2020)Choi, Y., Choi, M., Oh, M. M., & Kim, S. S. (2020). Service robots in hotels: Understanding the service quality perceptions of human-robot interaction. Journal of Hospitality Marketing & Management, 29(6), 613-635. https://doi.org/10.1080/19368623.2020.1703871 https://doi.org/10.1080/19368623.2020.17...
, Qiu et al. (2020)Qiu, H., Li, M., Shu, B., & Bai, B. (2020). Enhancing hospitality experience with service robots: The mediating role of rapport building. Journal of Hospitality Marketing & Management, 29(3), 247-268. https://doi.org/10.1080/19368623.2019.1645073 https://doi.org/10.1080/19368623.2019.16...
, Zeinalizadeh et al. (2015)Zeinalizadeh, N., Shojaie, A. A., & Shariatmadari, M. (2015). Modeling and analysis of bank customer satisfaction using neural networks approach. International Journal of Bank Marketing, 33(6), 717-732. https://doi.org/10.1108/IJBM-06-2014-0070 https://doi.org/10.1108/IJBM-06-2014-007...
, Zhu and Chang (2020)Zhu, D. H., & Chang, Y. P. (2020). Robot with humanoid hands cooks food better? Effect of robotic chef anthropomorphism on food quality prediction. International Journal of Contemporary Hospitality Management, 32(3), 1367-1383. https://doi.org/10.1108/IJCHM-10-2019-0904 https://doi.org/10.1108/IJCHM-10-2019-09...
. |
Intention to use |
Behaviors that indicate that there is a propensity for a consumer to use a service that contains AI. |
Gursoy et al. (2019)Gursoy, D., Chi, O. H., Lu, L., & Nunkoo, R. (2019). Consumers acceptance of artificially intelligent (AI) device use in service delivery. International Journal of Information Management, 49, 157-169. https://doi.org/10.1016/j.ijinfomgt.2019.03.008 https://doi.org/10.1016/j.ijinfomgt.2019...
, Lin et al. (2020)Lin, H., Chi, O. H., & Gursoy, D. (2020). Antecedents of customers’ acceptance of artificially intelligent robotic device use in hospitality services. Journal of Hospitality Marketing & Management, 29(5), 530-549. https://doi.org/10.1080/19368623.2020.1685053 https://doi.org/10.1080/19368623.2020.16...
, Pillai et al. (2020)Pillai, R., Sivathanu, B., & Dwivedi, Y. K. (2020). Shopping intention at AI-powered automated retail stores (AIPARS). Journal of Retailing and Consumer Services, 57, 102207. https://doi.org/10.1016/j.jretconser.2020.102207 https://doi.org/10.1016/j.jretconser.202...
, Kervenoael et al. (2020)Kervenoael, R. D., Hasan, R., Schwob, A., & Goh, E. (2020). Leveraging human-robot interaction in hospitality services: Incorporating the role of perceived value, empathy, and information sharing into visitors’ intentions to use social robots. Tourism Management, 78, 104042. https://doi.org/10.1016/j.tourman.2019.104042 https://doi.org/10.1016/j.tourman.2019.1...
. |
Use objection |
Behaviors that indicate that there is no propensity for a consumer to use a service that contains AI. |
Gursoy et al. (2019)Gursoy, D., Chi, O. H., Lu, L., & Nunkoo, R. (2019). Consumers acceptance of artificially intelligent (AI) device use in service delivery. International Journal of Information Management, 49, 157-169. https://doi.org/10.1016/j.ijinfomgt.2019.03.008 https://doi.org/10.1016/j.ijinfomgt.2019...
, Lin et al. (2020)Lin, H., Chi, O. H., & Gursoy, D. (2020). Antecedents of customers’ acceptance of artificially intelligent robotic device use in hospitality services. Journal of Hospitality Marketing & Management, 29(5), 530-549. https://doi.org/10.1080/19368623.2020.1685053 https://doi.org/10.1080/19368623.2020.16...
. |
Attitude towards AI |
Perceptions of a consumer’s action when experiencing a service encounter that used AI. |
Payne et al. (2018)Payne, E. M., Peltier, J. W., & Barger, V. A. (2018). Mobile banking and AI-enabled mobile banking: The differential effects of technological and non-technological factors on digital natives’ perceptions and behavior. Journal of Research in Interactive Marketing, 12(3), 328-346. https://doi.org/10.1108/jrim-07-2018-0087 https://doi.org/10.1108/jrim-07-2018-008...
. |
Loyalty |
A consumer’s intention to maintain long-term contact with a service company using AI. |
Moriuchi et al. (2021)Moriuchi, E., Landers, V. M., Colton, D., & Hair, N. (2021). Engagement with chatbots versus augmented reality interactive technology in e-commerce. Journal of Strategic Marketing, 29(5), 375-389. https://doi.org/10.1080/0965254X.2020.1740766 https://doi.org/10.1080/0965254X.2020.17...
, Prentice and Nguyen (2020)Prentice, C., & Nguyen, M. (2020). Engaging and retaining customers with AI and employee service. Journal of Retailing and Consumer Services, 56, 102186. https://doi.org/10.1016/j.jretconser.2020.102186 https://doi.org/10.1016/j.jretconser.202...
, Prentice et al. (2020)Prentice, C., Lopes, S. D., & Wang, X. (2020). The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty. Journal of Hospitality Marketing & Management, 29(7), 739-756. https://doi.org/10.1080/19368623.2020.1722304 https://doi.org/10.1080/19368623.2020.17...
, Trivedi (2019)Trivedi, J. (2019). Examining the customer experience of using banking chatbots and its impact on brand love: The moderating role of perceived risk. Journal of internet Commerce, 18(1), 91-111. https://doi.org/10.1080/15332861.2019.1567188 https://doi.org/10.1080/15332861.2019.15...
. |
Purchase intention |
Perception of the influence of AI on the propensity of a consumer to contract a service. |
Moriuchi et al. (2021)Moriuchi, E., Landers, V. M., Colton, D., & Hair, N. (2021). Engagement with chatbots versus augmented reality interactive technology in e-commerce. Journal of Strategic Marketing, 29(5), 375-389. https://doi.org/10.1080/0965254X.2020.1740766 https://doi.org/10.1080/0965254X.2020.17...
, Pillai et al. (2020)Pillai, R., Sivathanu, B., & Dwivedi, Y. K. (2020). Shopping intention at AI-powered automated retail stores (AIPARS). Journal of Retailing and Consumer Services, 57, 102207. https://doi.org/10.1016/j.jretconser.2020.102207 https://doi.org/10.1016/j.jretconser.202...
. |