A framework for AI-powered service innovation capability: Review and agenda for future research
Artificial intelligence (AI)-powered service innovation (eg, OpenAI's ChatGPT, Google's Bard
and Microsoft's Sydney) has become one of the most significant determinants of firms' …
and Microsoft's Sydney) has become one of the most significant determinants of firms' …
Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI
An increasing number of firms introduce service robots, such as physical robots and virtual
chatbots, to provide services to customers. While some firms use robots that resemble …
chatbots, to provide services to customers. While some firms use robots that resemble …
What drives students toward ChatGPT? An investigation of the factors influencing adoption and usage of ChatGPT
Purpose The purpose of this paper is to identify the factors determining students' attitude
toward using newly emerged artificial intelligence (AI) tool, Chat Generative Pre-Trained …
toward using newly emerged artificial intelligence (AI) tool, Chat Generative Pre-Trained …
Customers' acceptance of artificially intelligent service robots: The influence of trust and culture
This study addresses two critical research gaps in human-robot interaction (HRI): the limited
systematic research on the role of trust in customers' acceptance of artificially intelligent (AI) …
systematic research on the role of trust in customers' acceptance of artificially intelligent (AI) …
The evolving role of artificial intelligence in marketing: A review and research agenda
An increasing amount of research on Intelligent Systems/Artificial Intelligence (AI) in
marketing has shown that AI is capable of mimicking humans and performing activities in an …
marketing has shown that AI is capable of mimicking humans and performing activities in an …
Adoption of AI-based chatbots for hospitality and tourism
R Pillai, B Sivathanu - International Journal of Contemporary …, 2020 - emerald.com
Purpose This study aims to investigate the customers' behavioral intention and actual usage
(AUE) of artificial intelligence (AI)-powered chatbots for hospitality and tourism in India by …
(AUE) of artificial intelligence (AI)-powered chatbots for hospitality and tourism in India by …
Understanding consumers' acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption
T Fernandes, E Oliveira - Journal of Business Research, 2021 - Elsevier
Customers increasingly orchestrate their everyday activities with the support of technology,
with services increasingly adopting AI-based applications. Yet, research is still in its infancy …
with services increasingly adopting AI-based applications. Yet, research is still in its infancy …
Intention to use analytical artificial intelligence (AI) in services–the effect of technology readiness and awareness
Purpose The automation of services is rapidly growing, led by sectors such as banking and
financial investment. The growing number of investments managed by artificial intelligence …
financial investment. The growing number of investments managed by artificial intelligence …
A systematic review of AI technology-based service encounters: Implications for hospitality and tourism operations
The hospitality and tourism industry faces serious challenges during public health
emergencies such as COVID-19. Managers are concerned not only about how to maintain …
emergencies such as COVID-19. Managers are concerned not only about how to maintain …
Service robots: Applying social exchange theory to better understand human–robot interactions
Despite service robots' importance in the tourism industry, few studies have investigated
human–robot interaction from a reciprocal exchange perspective. This paper applies social …
human–robot interaction from a reciprocal exchange perspective. This paper applies social …