The dark side of AI-powered service interactions: exploring the process of co-destruction from the customer perspective
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DOI: 10.1080/02642069.2020.1787993
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Cited by:
- Li, Chia-Ying & Fang, Yu-Hui & Chiang, Yu-Hung, 2023. "Can AI chatbots help retain customers? An integrative perspective using affordance theory and service-domain logic," Technological Forecasting and Social Change, Elsevier, vol. 197(C).
- Sleep, Stefan & Gala, Prachi & Harrison, Dana E., 2023. "Removing silos to enable data-driven decisions: The importance of marketing and IT knowledge, cooperation, and information quality," Journal of Business Research, Elsevier, vol. 156(C).
- Hitesh Bhatt & Rajesh Bahuguna & Siddharth Swami & Rajesh Singh & Anita Gehlot & Shaik Vaseem Akram & Lovi Raj Gupta & Amit Kumar Thakur & Neeraj Priyadarshi & Bhekisipho Twala, 2024. "Integrating industry 4.0 technologies for the administration of courts and justice dispensation—a systematic review," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-16, December.
- Kamoonpuri, Sana Zehra & Sengar, Anita, 2023. "Hi, May AI help you? An analysis of the barriers impeding the implementation and use of artificial intelligence-enabled virtual assistants in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
- Rahman, Muhammad Sabbir & Bag, Surajit & Hossain, Md Afnan & Abdel Fattah, Fadi Abdel Muniem & Gani, Mohammad Osman & Rana, Nripendra P., 2023. "The new wave of AI-powered luxury brands online shopping experience: The role of digital multisensory cues and customers’ engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
- Zhou, Cheng & Chang, Qian, 2024. "Informational or emotional? Exploring the relative effects of chatbots’ self-recovery strategies on consumer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
- Shirie Pui Shan Ho & Matthew Yau Choi Chow, 2024. "The role of artificial intelligence in consumers’ brand preference for retail banks in Hong Kong," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(2), pages 292-305, June.
- Ting Liu & Chun Ma & Jiaqi Xue & Gang Li & Qiuli Lu, 2023. "The Impact of Tourist Operant Resources on Online Citizenship Behavior in Sustainable Tourism," Sustainability, MDPI, vol. 15(23), pages 1-18, November.
- Liao, Xia & Zheng, Yu-Hao & Shi, Guicheng & Bu, Huimei, 2024. "Automated social presence in artificial-intelligence services: Conceptualization, scale development, and validation," Technological Forecasting and Social Change, Elsevier, vol. 203(C).
- Mark Anthony Camilleri & Ciro Troise, 2023. "Live support by chatbots with artificial intelligence: A future research agenda," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 61-80, March.
- Pei Li & Chunmao Wu & Charles Spence, 2023. "Comparing the influence of visual information and the perceived intelligence of voice assistants when shopping for sustainable clothing online," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-12, December.
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