Education, Science, Technology, Innovation and Life
Open Access
Sign In
  1. Home
  2. Journals
  3. Journal of Artificial Intelligence Practice
  4. Vol 6, Issue 3, 2023

Review of Theories Applied in Artificial Intelligence Service

Download as PDF

DOI: 10.23977/jaip.2023.060306 | Downloads: 16 | Views: 453

Author(s)

Hua Zhang 1, Sui Mai 1, Yin Liu 1, Tianru Zhu 1, Zhiye Huang 1

Affiliation(s)

1 School of Business Administration, Guangdong University of Finance & Economics, Guangzhou, China

Corresponding Author

Hua Zhang

ABSTRACT

This paper mainly combs the literature of core publications in the field of Artificial Intelligence Service. It summarizes customer behaviour in the context of service intelligence and discusses the changes of the traditional theory of service marketing under the background of artificial intelligence. Firstly, the connotation of artificial intelligence service in the existing literature is sorted out, and the concept of artificial intelligence service are deeply discussed. Secondly, the theoretical system of artificial intelligence service field is summarized and sorted out. This paper provides directions for future research in order to promote better application of artificial intelligence services in practice.

KEYWORDS

Artificial intelligence; Service marketing; Customer behaviour

CITE THIS PAPER

Hua Zhang, Sui Mai, Yin Liu, Tianru Zhu, Zhiye Huang, Review of Theories Applied in Artificial Intelligence Service. Journal of Artificial Intelligence Practice (2023) Vol. 6: 48-56. DOI: http://dx.doi.org/10.23977/jaip.2023.060306.

REFERENCES

[1] De Bellis E, Johar G V. Autonomous shopping systems: Identifying and overcoming barriers to consumer adoption [J]. Journal of Retailing, 2020, 96(1): 74-87.
[2] Martin K D, Borah A, Palmatier R W. Data Privacy: Effects on Customer and Firm Performance [J]. Journal of marketing, 2017, 81(1):36-58.
[3] Wirtz J, Patterson G P, Kunz W H, et al. Brave new world: Service robots in the frontline [J]. Journal of Service Management, 2018, 29(5): 907-931.
[4] Arm Treasure Data. (2019). Ai vs. Human customer service: Survey data shows when consumers prefer a bot. https://www.treasuredata.com/resources/ai-vs-human-customer-service-consumer-preferences/
[5] Van Doorn J, Mende M, Noble S M, et al. Domo arigato Mr. Roboto: Emergence of automated social presence in organizational frontlines and customers’ service experiences [J]. Journal of Service Research, 2017, 20(1): 43-58.
[6] Thompson C J, Locander W B, Pollio H R. Putting consumer experience back into consumer research: The philosophy and method of existential-phenomenology [J]. Journal of Consumer Research, 1989, 16(2): 133-146.
[7] Zhou T, Li H X, Liu Y. The effect of flow experience on mobile SNS users’ loyalty [J]. Industrial Management & Data Systems, 2010, 110(6): 930-946.
[8] Flandorfer P. (2012). Population ageing and socially assistive robots for elderly persons: The importance of sociodemo-graphic factors for user acceptance. International Journal of Population Research, 2012, 1–13. https://doi.org/10.1155/2012/829835 
[9] Atasoy O, Morewedge C K. Digital goods are valued less than physical goods[J]. Journal of Consumer Research, 2018, 44(6):1343-1357. 
[10] Leung E, Paolacci G, Puntoni S. Man versus machine: Resisting automation in identity-based consumer behaviour [J]. Journal of Marketing Research, 2018, 55(6): 818-831. 
[11] Jörling M, Böhm R, Paluch S. Service robots: Drivers of perceived responsibility for service outcomes[J]. Journal of Service Research, 2019, 22(4): 404-420.
[12] Davenport T, Guha A, Grewal D, et al. How artificial intelligence will change the future of marketing[J]. Journal of the Academy of Marketing Science, 2020, 48: 24-42.
[13] Grewal D, Hulland J, Kopalle P K, et al. The future of technology and marketing: A multidisciplinary perspective [J]. Journal of the Academy of Marketing Science, 2020, 48: 1-8.
[14] Luo X M, Tong S L, Fang Z, et al. Frontiers: Machines vs. humans: The impact of artificial intelligence chatbot disclosure on customer purchases [J]. Marketing Science, 2019, 38(6): 937-947.
[15] Shin D. The effects of explainability and causability on perception, trust, and acceptance: Implications for explainable AI [J]. International Journal of Human-Computer Studies, 2020,146:102551.
[16] Wirtz J, Patterson G P, Kunz W H, et al. Brave new world: Service robots in the frontline[J]. Journal of Service Management, 2018, 29(5): 907-931.
[17] Longoni C, Bonezzi A, Morewedge C K. Resistance to medical artificial intelligence[J]. Journal of Consumer Research, 2019, 46(4): 629-650.
[18] Xiao L., & Kumar V. (2021). Robotics for customer service: a useful complement or an ultimate substitute? Journal of Service Research, 24 (1), 9–29. https://doi.org/10.1177/1094670519878881
[19] Gefen D, Karahanna E, Straub D W. Trust and TAM in online shopping: An integrated model[J]. MIS Quarterly, 2003, 27(1): 51-90.
[20] Duffy B R. Anthropomorphism and the social robot [J]. Robotics and Autonomous Systems, 2003, 42(3-4): 177-190.
[21] Richards D, Bransky K. Forget Me Not: What and how users expect intelligent virtual agents to recall and forget personal conversational content [J]. International Journal of Human-Computer Studies, 2014, 72(5): 460-476.
[22] Gong L. How social is social responses to computers? The function of the degree of anthropomorphism in computer representations [J]. Computers in Human Behavior, 2008, 24(4): 1494-1509. 
[23] Gray K, Wegner D M. Feeling robots and human zombies: Mind perception and the uncanny valley [J]. Cognition, 2012, 125(1): 125-130.
[24] Lee N, Kim J, Kim E, et al. The influence of politeness behavior on user compliance with social robots in a healthcare service setting [J]. International Journal of Social Robotics, 2017, 9(5): 727-743.
[25] Gray H. M., Gray K., & Wegner D. M. (2007). Dimensions of mind perception. Science, 315 (5812), 619–619. https://doi.org/10.1126/science.1134475
[26] Waytz A., Gray K., Epley N., & Wegner D. M. (2010).Causes and consequences of mind perception. Trends in Cognitive Sciences, 14 (8), 383–388. https://doi.org/10.
1016/j.tics.2010.05.006
[27] Waytz A., & Norton M. I. (2014). Botsourcing and outsourcing: Robot, British, Chinese, and German workers are for thinking-not feeling-jobs. Emotion, 14 (2), 434–444. https://doi.org/10.1037/a0036054
[28] Bauer R A. Consumer Behavior as Risk Taking in Dynamic Marketing for a Changing World[C]/ /Chicago: Proceedings of the 43rd Conference of the American Marketing Association, 1960: 389-398.
[29] Agarwal R, Prasad J. A Conceptual and Operational Definition of Personal Innovativeness in the Domain of Information Technology [J].  Information Systems Research, 1998, 9 (2): 204-215.
[30] Rogers E M. Diffusion of Innovations [J].  Journal of Continuing Education in the Health Professions, 1997, 17 (1): 62-64.
[31] Aharony N. Librarians’Attitudes towards Mobile Services [J].  Aslib Proceedings, 2013, 65 (4): 358-375.

Subscription
E-Mail Alert
Most popular papers
Call for Special Issue
Publication Ethics & OA Statement
Plagiarism Policy
Contact Us
Downloads: 5975
Visits: 180596

Sponsors, Associates, and Links

All published work is licensed under a Creative Commons Attribution 4.0 International License.

Copyright © 2016 - 2031 Clausius Scientific Press Inc. All Rights Reserved.