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- W4376472912 abstract "Do customers prefer employee service or artificial intelligence (AI) powered services? This chapter provides answers to this question by proposing AI-powered applications as service and discusses how employee and AI services influence overall service quality and customer response, particularly customer satisfaction and loyalty which is related to business profitability and sustainability. The chapter begins with reviewing the relevant literature on the link of service quality to customer satisfaction and loyalty then hypothesises an association of AI service quality with customer response. To provide a better insight into this association, employee service quality is included as a comparison. An empirical study in the hotel sector is undertaken to test the proposed relationships. The methodology, results and discussion of the case study findings are elaborated subsequently. Implications of these finding are highlighted and conclude this chapter." @default.
- W4376472912 created "2023-05-14" @default.
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- W4376472912 date "2023-01-01" @default.
- W4376472912 modified "2023-10-14" @default.
- W4376472912 title "Leveraging Artificial Intelligence for Customer Satisfaction and Loyalty" @default.
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- W4376472912 doi "https://doi.org/10.1007/978-981-99-1865-2_6" @default.
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