scholarly journals Reshaping the contexts of online customer engagement behavior via artificial intelligence: A conceptual framework

2020 ◽  
Author(s):  
Rodrigo Perez-Vega ◽  
Valtteri Kaartemo ◽  
Cristiana R. Lages ◽  
Niloofar Borghei Razavi ◽  
Jaakko Männistö
Keyword(s):  
Artificial Intelligence ◽  
Conceptual Framework ◽  
Customer Engagement ◽  
Engagement Behavior

Chatbot for Online Customer Service

2021 ◽  
pp. 16-31
Author(s):  
Ree Chan Ho
Keyword(s):  
Artificial Intelligence ◽  
Conceptual Framework ◽  
Knowledge Sharing ◽  
Mobile Devices ◽  
Customer Service ◽  
Customer Engagement ◽  
Service Satisfaction ◽  
Integrative Framework ◽  
Trust Theory ◽  
Shed Light

Chatbot has become popular in recent years due to the advancements in artificial intelligence and other underlying technologies. Likewise, increased internet interactivity and smarter mobile devices have specifically attracted more consumers to pursue superior and personalized customer service. The aim of this chapter was therefore to better understand the use of chatbots by online businesses to shed light on its effect on customer service satisfaction. The commitment trust theory served as the underlying theoretical foundation for the conceptual framework of this study. It explored the relationships among trust, commitment, service quality, and technology towards the use of chatbots. Subsequently, customer engagement gained has influenced the knowledge sharing and the referral to other customers. This chapter presented an integrative framework for predicting the use of chatbots to enhance customer bonding with firms. The main contribution was the list of antecedents needed to improve customer engagement in the implementation of chatbots.

scholarly journals Customer Nontransactional Value Cocreation in an Online Hotel Brand Community: Driving Motivation, Engagement Behavior, and Value Beneficiary

2021 ◽  
pp. 004728752110247
Author(s):  
Hakseung Shin ◽  
Richard R. Perdue
Keyword(s):  
Conceptual Framework ◽  
Survey Data ◽  
Customer Engagement ◽  
Brand Community ◽  
Brand Communities ◽  
Qualitative Survey ◽  
Online Engagement ◽  
Engagement Behavior ◽  
Value Cocreation ◽  
Different Levels

To better understand engagement behaviors in online hospitality brand communities, the purpose of this research was to understand hotel customers’ online engagement behaviors, associated cocreated nontransactional values, and the underlying drivers. Netnography analysis and qualitative surveys along with multiorder categorization analysis were used. The netnography results indicate that hotel customer engagement behaviors cocreate five types of value. Importantly, these values accrue in different levels to not only the customer, but also to other customers and to the firm. Analyses of a subsequent qualitative survey data validated the four factors driving these engagement behaviors and, importantly, found that the motivational drivers vary by type of engagement. A conceptual framework of value cocreation via customer engagement is proposed.

One-Voice Strategy for Customer Engagement

2020 ◽  
pp. 109467052091026 ◽  
Author(s):  
Jagdip Singh ◽  
Satish Nambisan ◽  
R. Gary Bridge ◽  
Jürgen Kai-Uwe Brock
Keyword(s):  
Artificial Intelligence ◽  
Conceptual Framework ◽  
Interaction Space ◽  
Customer Engagement ◽  
Service Firms ◽  
Firm Capabilities ◽  
Research And Practice ◽  
Machine Age ◽  
Research Questions ◽  
Core Capabilities

Machine-age technologies, including automation, robotics, and artificial intelligence, are profoundly expanding the variety of service interfaces and therefore the possible ways that customers and firms can interact across customer journeys. This expansion challenges service firms’ capabilities to deliver coherent streams of interactions for effective customer engagement. This article develops a conceptual framework of firm capabilities that enable firms to operate with “one voice” to deliver seamless, harmonious, and reliable interactions across diverse interfaces in a customer journey. The proposed framework integrates three themes: (1) service interaction space to capture the interrelationship among devices, interfaces, interactions, and journeys; (2) learning and coordination as core capabilities for generating and using intelligence, respectively, to enhance customer engagement in subsequent interactions; and (3) one-voice strategy to configure learning and coordination capabilities in combinations that meet conditions of fitness and equifinality for effective customer engagement. We provide several research questions and priorities to guide research and practice.

scholarly journals Human-Centered Artificial Intelligence for Designing Accessible Cultural Heritage

2021 ◽  
Vol 11 (2) ◽  
pp. 870
Author(s):  
Galena Pisoni ◽  
Natalia Díaz-Rodríguez ◽  
Hannie Gijlers ◽  
Linda Tonolli
Keyword(s):  
Artificial Intelligence ◽  
Literature Review ◽  
Cultural Heritage ◽  
Conceptual Framework ◽  
Interaction Design ◽  
Participatory Design ◽  
Future Directions ◽  
Heritage Sites ◽  
Review Analysis

This paper reviews the literature concerning technology used for creating and delivering accessible museum and cultural heritage sites experiences. It highlights the importance of the delivery suited for everyone from different areas of expertise, namely interaction design, pedagogical and participatory design, and it presents how recent and future artificial intelligence (AI) developments can be used for this aim, i.e.,improving and widening online and in situ accessibility. From the literature review analysis, we articulate a conceptual framework that incorporates key elements that constitute museum and cultural heritage online experiences and how these elements are related to each other. Concrete opportunities for future directions empirical research for accessibility of cultural heritage contents are suggested and further discussed.

scholarly journals Responsible Urban Innovation with Local Government Artificial Intelligence (AI): A Conceptual Framework and Research Agenda

2021 ◽  
Vol 7 (1) ◽  
pp. 71
Author(s):  
Tan Yigitcanlar ◽  
Juan M. Corchado ◽  
Rashid Mehmood ◽  
Rita Yi Man Li ◽  
Karen Mossberger ◽  
...  
Keyword(s):  
Artificial Intelligence ◽  
Local Government ◽  
Conceptual Framework ◽  
Research Agenda ◽  
Future Studies ◽  
Expert Team ◽  
Research Questions ◽  
Urban Problems ◽  
Technological Opportunities ◽  
Made In

The urbanization problems we face may be alleviated using innovative digital technology. However, employing these technologies entails the risk of creating new urban problems and/or intensifying the old ones instead of alleviating them. Hence, in a world with immense technological opportunities and at the same time enormous urbanization challenges, it is critical to adopt the principles of responsible urban innovation. These principles assure the delivery of the desired urban outcomes and futures. We contribute to the existing responsible urban innovation discourse by focusing on local government artificial intelligence (AI) systems, providing a literature and practice overview, and a conceptual framework. In this perspective paper, we advocate for the need for balancing the costs, benefits, risks and impacts of developing, adopting, deploying and managing local government AI systems in order to achieve responsible urban innovation. The statements made in this perspective paper are based on a thorough review of the literature, research, developments, trends and applications carefully selected and analyzed by an expert team of investigators. This study provides new insights, develops a conceptual framework and identifies prospective research questions by placing local government AI systems under the microscope through the lens of responsible urban innovation. The presented overview and framework, along with the identified issues and research agenda, offer scholars prospective lines of research and development; where the outcomes of these future studies will help urban policymakers, managers and planners to better understand the crucial role played by local government AI systems in ensuring the achievement of responsible outcomes.

Does Customer Experience Always Benefit Company? Examining Customers’ Epistemic Motivation and Interaction With Service Contexts

2021 ◽  
pp. 183933492199886
Author(s):  
Vu Thi Mai Chi ◽  
Widya Paramita ◽  
Tran Ha Minh Quan
Keyword(s):  
Social Identity Theory ◽  
Empirical Support ◽  
Customer Experience ◽  
Customer Engagement ◽  
Survey Method ◽  
Epistemic Motivation ◽  
Engagement Behavior ◽  
Company Identification ◽  
Employee Identification

The main purpose of this study is explaining how and when customer experience benefits the company. Built upon social identity theory, we propose that customer experience leads to customer engagement behavior, via two routes: customer-company and customer-employee identification. Furthermore, we advance that customers’ epistemic motivation negatively moderates the mediated effect of customer experience on customer engagement behavior. We ran two studies to validate the measurement of customer experience and to test our hypotheses. For the two studies, we employed a survey method by recruiting consumers of beauty salons in Vietnam. The results demonstrated that EXQ as a measurement for customer experience is applicable to the context of the study and provided empirical support for the hypotheses. Such as, this research found that customer experience positively influences customer engagement behavior as mediated by customer-company and customer-employee identification. Furthermore, this research revealed that customer epistemic motivation negatively moderates the mediated effect of customer experience on customer engagement behavior via customer-employee identification. However, the moderating role of customer epistemic motivation is insignificant for the mediated relationship via customer-company identification. Finally, this research offers theoretical and practical contributions that are elaborated and further discussed.

scholarly journals How Companies are Applying AI to the Business Strategy Formulation

2019 ◽  
Vol 5 (8) ◽  
pp. 77
Author(s):  
M S S El Namaki
Keyword(s):  
Artificial Intelligence ◽  
Conceptual Framework ◽  
Business Strategy ◽  
Fundamental Change ◽  
Strategy Formulation ◽  
Strategic Behaviour ◽  
Substantial Progress ◽  
Competitive Behaviour ◽  
Definition Of ◽  
Market Strategies

Computing equipment capable of what one may term partial and quasi-intelligent behaviour, commonly referred to as Artificial Intelligence (AI), is assuming a key role in business. The probability is high that this Artificial Intelligence (AI) will lead to a fundamental change in the process of business strategy formulation as much as the very contents of this strategic behaviour. Product and market strategies and the resultant competitive behaviour will, more likely than not, be the outcome of those artificial intelligence processes and reiterations. A start is made and one can observe substantial progress in this direction. Who has done it and is there a conceptual framework behind this strategic behaviour? This will be the focus of this article The article starts with a brief definition of artificial intelligence and a basic framework of the concept. Seven case studies follow supporting the hypothesis that AI is penetrating the business strategy arena and leading to a fundamental change in the concept as much as the application. Those cases were drawn from different industries, and countries. A conceptual framework is accordingly derived and positioning of those case companies within this conceptual framework is done. The article is based on contemporary frameworks of AI and the cases are drawn from contemporary analysis of strategic behaviour. The conceptual model could provide an instrument for business AI application.

scholarly journals The Role of Customer Engagement Behavior in Value Co-Creation

2014 ◽  
Vol 17 (3) ◽  
pp. 247-261 ◽  
Author(s):  
Elina Jaakkola ◽  
Matthew Alexander
Keyword(s):  
Customer Engagement ◽  
Engagement Behavior
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