Automation and robotization in tourism, new service delivery formats and stakeholders’ attitude to self-service systems

With the development of technology and computerization, humanity is entering a new stage of modernization of society every year. This happens in all spheres of life. From medicine and the creation of new medical computer devices to everyday activities, such as paying for groceries. Contactless payments are largely how they sound - a way to pay for goods or services, without other physical needs to go through your automation or transfer it to the person. If you've even seen a passerby press his phone at the checkout to pay late, you've witnessed this technology. Describes the creation of a cashless payment module. Software and hardware has been created that can function autonomously and uninterruptedly. The module has a compact size, placed in places for easy payment. The module is of medium price shade in order to successfully enter the product market.

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Enhancing the value co-creation process: artificial intelligence and mobile banking service platforms

Journal of Research in Interactive Marketing ◽

10.1108/jrim-10-2020-0214 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Elizabeth H. Manser Payne ◽

James Peltier ◽

Victor A. Barger

Keyword(s):

Artificial Intelligence ◽

Service Delivery ◽

Equation Modeling ◽

Mobile Banking ◽

Content Type ◽

Creation Process ◽

Age Cohorts ◽

Value Propositions ◽

Self Service ◽

Self Service Technology

Purpose The purpose of this study is to investigate the relationships that influence the value co-creation process and lead to consumer comfort with artificial intelligence (AI) and mobile banking (AIMB) service platforms. Design/methodology/approach A conceptual model was developed to investigate the value-in-use perceptions of AI-based mobile banking applications via five antecedents: baseline perceptions of current bank service delivery; service delivery configuration benefits; general data security; safety perceptions of specific mobile banking services; and perceptions of AI service delivery. Data were collected from 218 respondents and analyzed using structural equation modeling. Findings This study highlights the role and importance of the sequential relationships that impact the assessment of AIMB. The findings suggest that service delivery and the customer’s role in value co-creation change as AI is introduced into a digital self-service technology channel. Furthermore, AIMB offers transaction-oriented (utilitarian) value propositions more so than relationship-oriented (hedonic) value propositions. Research limitations/implications The sample consisted on digital natives. Additional age cohorts are needed. Practical implications As financial institutions redirect their business models toward digital self-service technology channels, the need for customers to feel comfortable while interacting with an AI agent will be critical for enhancing the customer experience and firm performance. Originality/value The authors extend the service-dominant logic (SDL) literature by showing that value co-creation is a function of both firms’ technologies and consumers’ value-in-use, a finding that appears to be unique in the literature. The authors advance the digital transformation literature by evaluating AIMB as an interactive process that requires an understanding of key technology constructs, including perceptions of baseline service relationships, desired service configurations, security and safety issues and whether AI is useful for value co-creation. To the best of the authors’ knowledge, this is the first SDL framework that investigates interactive and structural relationships to explain value-in-use perceptions of AIMB.

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