The impact of artificial intelligence technology stimuli on smart customer experience and the moderating effect of technology readiness

Author:

Gao JingyanORCID,Ren LinaORCID,Yang YangORCID,Zhang DuoORCID,Li LanORCID

Abstract

PurposeThis research clarifies the connotations and dimensions of artificial intelligence (AI) technology stimulation and establishes a stimulus scale to explain the relationship between AI technology stimuli and smart customer experience.Design/methodology/approachThis is an empirical study that uses SPSS 24.0 software to perform hypothesis testing on the path relationships between model elements.FindingsTwo dimensions of AI technology stimuli (i.e. passion and usability) have a significant, positive impact on smart customer experience; the moderating effects of contrasting dimensions of technology readiness (i.e. optimism and discomfort) are significantly different; smart customer experience has a significant, positive impact on the word-of-mouth (WOM) intentions of consumers.Research limitations/implicationsThere are several limitations. Most importantly, the data collected in this study are only from consumers who use intelligent customer service robots in the catering industry. Future research can consider exploring relevant AI technologies in other sectors.Practical implicationsThis study has several implications that guide catering companies to develop various positioning and strategies for remaining competitive effectively.Originality/valueBased on arousal theory, customer experience theory and WOM marketing theory, this is the first novel research project that empirically discusses the dimensions of AI technology stimuli, smart customer experience and WOM intentions with regard to the moderating effect of the technology readiness of consumers toward AI technology.

Publisher

Emerald

Subject

General Earth and Planetary Sciences,General Environmental Science

Reference46 articles.

1. Consumer responses to interactive restaurant self-service technology (IRSST): the role of gadget-loving propensity;International Journal of Hospitality Management,2018

2. An odyssey into virtual worlds: exploring the impacts of technological and spatial environments;MIS Quarterly,2011

3. Online brand community engagement: scale development and validation;Journal of Business Research,2015

4. Measuring the hedonic and utilitarian sources of consumer attitudes;Marketing Letters,1991

5. Towards a unified customer experience in online shopping environments;International Journal of Quality and Service Sciences,2016

同舟云学术

1.学者识别学者识别

2.学术分析学术分析

3.人才评估人才评估

"同舟云学术"是以全球学者为主线,采集、加工和组织学术论文而形成的新型学术文献查询和分析系统,可以对全球学者进行文献检索和人才价值评估。用户可以通过关注某些学科领域的顶尖人物而持续追踪该领域的学科进展和研究前沿。经过近期的数据扩容,当前同舟云学术共收录了国内外主流学术期刊6万余种,收集的期刊论文及会议论文总量共计约1.5亿篇,并以每天添加12000余篇中外论文的速度递增。我们也可以为用户提供个性化、定制化的学者数据。欢迎来电咨询!咨询电话:010-8811{复制后删除}0370

www.globalauthorid.com

TOP

Copyright © 2019-2024 北京同舟云网络信息技术有限公司
京公网安备11010802033243号  京ICP备18003416号-3