Semantic Scholar Open Access 2020 189 sitasi

Reshaping the contexts of online customer engagement behavior via artificial intelligence: A conceptual framework

R. Perez‐Vega V. Kaartemo Cristiana Raquel Lages N. Razavi Jaakko Männistö

Lihat Sumber DOI

Abstrak

Abstract As new applications of artificial intelligence continue to emerge, there is an increasing interest to explore how this type of technology can improve automated service interactions between the firm and its customers. This paper aims to develop a conceptual framework that details how firms and customers can enhance the outcomes of firm-solicited and firm-unsolicited online customer engagement behaviors through the use of information processing systems enabled by artificial intelligence. By building on the metaphor of artificial intelligence systems as organisms and taking a Stimulus-Organism-Response theory perspective, this paper identifies different types of firm-solicited and firm-unsolicited online customer engagement behaviors that act as stimuli for artificial intelligence organisms to process customer-related information resulting in both artificial intelligence and human responses which, in turn, shape the contexts of future online customer engagement behaviors.

Topik & Kata Kunci

Computer Science

Penulis (5)

R. Perez‐Vega

V. Kaartemo

Cristiana Raquel Lages

N. Razavi

Jaakko Männistö

Format Sitasi

APA MLA BibTeX

Perez‐Vega, R., Kaartemo, V., Lages, C.R., Razavi, N., Männistö, J. (2020). Reshaping the contexts of online customer engagement behavior via artificial intelligence: A conceptual framework. https://doi.org/10.1016/j.jbusres.2020.11.002

Akses Cepat

Lihat di Sumber doi.org/10.1016/j.jbusres.2020.11.002

Informasi Jurnal

Tahun Terbit: 2020
Bahasa: en
Total Sitasi: 189×
Sumber Database: Semantic Scholar
DOI: 10.1016/j.jbusres.2020.11.002
Akses: Open Access ✓