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Exploring Determinants That Influence the Usage Intention of AI-Based Customer Services in the UAE

Author

Listed:
  • Nasser Abdo Saif Almuraqab

    (University of Dubaï)

  • Sajjad M Jasimuddin

    (Kedge BS - Kedge Business School)

  • Fateh Saci

    (UNIMES - Université de Nîmes)

Abstract

Artificial intelligence (AI) is revolutionizing the way customers interact with organizations and companies. There is a lack of research into AI-enabled customer experiences. Hence, this study aims to use the relevant literature to propose a conceptual framework for how the integration of AI in customer service can lead to an improved AI-enabled customer experience. Five propositions drawn from the reviewed literature present the main factors needed to ensure end users' acceptance of AI customer service in the United Arab Emirates (UAE). Our theoretical model extends the trust-commitment theory and service quality model, and incorporates perceived problem-solving ability, to address these factors and thereby guide the successful implementation of AI based customer service projects. The paper will help in understanding the key issues surrounding AI customer service applications that may support successful operations.

Suggested Citation

  • Nasser Abdo Saif Almuraqab & Sajjad M Jasimuddin & Fateh Saci, 2024. "Exploring Determinants That Influence the Usage Intention of AI-Based Customer Services in the UAE," Post-Print hal-04584633, HAL.
    • Handle: RePEc:hal:journl:hal-04584633
    DOI: 10.4018/jgim.343308
    Note: View the original document on HAL open archive server: https://hal.science/hal-04584633
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    References listed on IDEAS

    as
    1. Sheikh Shamim Hasnain & Sajjad M. Jasimuddin & Nerys Fuller-Love, 2016. "Exploring Causes, Taxonomies, Mechanisms and Barriers Influencing Knowledge Transfer: Empirical Studies in NGOs," Information Resources Management Journal (IRMJ), IGI Global, vol. 29(1), pages 39-56, January.
    2. Kim, Youn-Kyung & Lee, Min-Young & Park, Soo-Hee, 2014. "Shopping value orientation: Conceptualization and measurement," Journal of Business Research, Elsevier, vol. 67(1), pages 2884-2890.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    AI; Convenience; Customer Service; Perceived Sacrifice; Service Quality; Trust Commitment Theory;
    All these keywords.

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