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دسته بندی:
هوش مصنوعی - Artificial intelligence
سال انتشار:
2020
عنوان انگلیسی مقاله:
Engaging and retaining customers with AI and employee service
ترجمه فارسی عنوان مقاله:
تعامل و حفظ مشتریان با هوش مصنوعی و خدمات کارمندی
منبع:
Sciencedirect - Elsevier - Journal of Retailing and Consumer Services, 56 (2020) 102186. doi:10.1016/j.jretconser.2020.102186
نویسنده:
Catherine Prentice, PhD a,b,*, Mai Nguyen a,b
چکیده انگلیسی:
Artificial intelligence (AI) permeates in service organisations as a tool to enhance operational efficiency and
improve customer experience. Reports show that most consumers prefer human interactions with service employees.
Drawing on this observation, the current study examines how customers’ service experiences with
employees and AI influence customer engagement and loyalty. Customers’ emotional intelligence is proposed as
a moderator between service experience and customer engagement. The study was conducted with hotel customers
in Australia. The results show that whilst both service experience with employees and AI are significantly
related to customer engagement and loyalty, only certain dimensions make significant unique variances in the
outcome variables. The findings indicate that customers prefer employee service. These service experiences also
have significant partial mediation effects on customer loyalty. Emotional intelligence has a significant moderation
effect on customer engagement. Discussion of these findings and implications derived from this study
concludes this paper.
Keywords: Artificial intelligence | Emotional intelligence | Service experience | Customer engagement | Customer loyalty
قیمت: رایگان
توضیحات اضافی:
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