Artificial intelligence along the customer journey: a customer experience perspective
The development of several AI solutions has revolutionized the way in which consumers behave. Serving as a guide to the role that AI plays on different aspects of consumers’ life, this book provides a comprehensive understanding of the main artificial intelligence (AI) solutions available in the mar...
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| Hauptverfasser: | , |
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| Format: | Buch |
| Sprache: | English |
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Cham
Palgrave Macmillan
[2023]
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| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Zusammenfassung: | The development of several AI solutions has revolutionized the way in which consumers behave. Serving as a guide to the role that AI plays on different aspects of consumers’ life, this book provides a comprehensive understanding of the main artificial intelligence (AI) solutions available in the market. In particular, the authors adopt a customer experience approach to investigate how different AI technologies play a role at different stages of the customer journey (e.g., from pre-purchase to post-purchase decisions). Covering a range of technologies, such as augmented reality, voice assistants, chatbots and robots, readers will be able to learn which strategies and AI solutions are more effective at different stages of the customer journey |
| Beschreibung: | xiii, 127 Seiten Illustrationen |
| ISBN: | 9783031487910 |
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Contents 1 2 Introduction 1.1 A Brief Guide to Artificial Intelligence 1.2 Key Artificial Intelligence Technologies along the Customer Journey 1.2.1 AI-powered Self-service Technologies 1.2.2 Chatbots 1.2.3 Voice Assistants 1.2.4 Service Robots 1.2.5 Augmented Reality 1.2.6 Virtual Reality 1.3 A New Framework for Modelling Artificial Intelligence Technologies along the Customer Journey 1.3.1 Study Design and Procedure 1.3.2 Study Results 1.4 A Customer Experience Perspective on Artificial Intelligence Appendix References AI-powered Self-service Technologies 2.1 Conventional vs. AI-powered SSTs: Key Characteristics and Differences 25 2.2 AI-based SSTs: The Rise of Checkout-free and Just Walk Out Technologies 27 1 3 4 5 5 6 7 8 8 9 9 10 12 13 16 23
vi CONTENTS 2.3 ΑΙ-powered Self-service Technologies along the Customer Journey: Current Applications and Potential for the Future 2.4 Conclusion References 3 Chatbots 3.1 What are Chatbots and Why They are Important for Customer Experience 3.2 The Drivers of Consumers’ Cognitive, Affective, and Behavioural Responses to Chatbots 42 3.2.1 Consumers’ Expectations and Perceptions of Chatbots 3.2.2 How to Design Chatbots for Successful Customer Experiences: The Role of Human-like Features 3.2.3 Disclosure of Chatbot Identity 3.3 The Impact of Chatbots on the Customer Journey: What We Know so far and Directions for Future Research 3.4 Conclusion References 29 32 32 37 39 42 43 46 47 50 51 4 Voice Assistants 4.1 Drivers of VAs’Adoption 4.2 Privacy Concerns as a Deterrent of VA Adoption 4.3 The Impact of Voice Assistants on the Customer Journey 4.4 Directions for Future Research 4.5 Conclusion References 55 57 60 61 63 64 65 5 Robots in Retail 5.1 Service Robots and Their Main Characteristics 5.2 When and Why Do Consumers Prefer Robots Over Human Employees? 5.3 Collaboration Between Robots and Service Employees 5.4 Service Robots Across the Customer Journey 5.5 Service Robots in the Face of Service Failure 5.6 Directions for Future Research 5.7 Conclusion References 71 73 74 76 77 78 79 80 81
CONTENTS 6 Augmented Reality 6.1 Augmented Reality in Advertising: The Power ofAR in the Pre-purchase Stage 6.2 Augmented Reality in Retailing: Virtual Try-on Applications 6.3 Augmented Reality in Retailing: Augmented Environments and Product Presentations 6.4 Directions for the Future for Augmented Reality Across the Customer Journey: Business Opportunities and Avenues for Further Research 6.5 Conclusion References vii 87 90 91 94 96 99 100 7 Virtual Reality and the Customer Journey 7.1 The Main Dimensions of Virtual Reality 7.2 Virtual Reality Experiences in the Customer Journey 7.3 Directions for Future Research 7.4 Conclusion References 105 107 109 111 112 113 8 Conclusions References 119 123 Index 125 |
| adam_txt |
Contents 1 2 Introduction 1.1 A Brief Guide to Artificial Intelligence 1.2 Key Artificial Intelligence Technologies along the Customer Journey 1.2.1 AI-powered Self-service Technologies 1.2.2 Chatbots 1.2.3 Voice Assistants 1.2.4 Service Robots 1.2.5 Augmented Reality 1.2.6 Virtual Reality 1.3 A New Framework for Modelling Artificial Intelligence Technologies along the Customer Journey 1.3.1 Study Design and Procedure 1.3.2 Study Results 1.4 A Customer Experience Perspective on Artificial Intelligence Appendix References AI-powered Self-service Technologies 2.1 Conventional vs. AI-powered SSTs: Key Characteristics and Differences 25 2.2 AI-based SSTs: The Rise of Checkout-free and Just Walk Out Technologies 27 1 3 4 5 5 6 7 8 8 9 9 10 12 13 16 23
vi CONTENTS 2.3 ΑΙ-powered Self-service Technologies along the Customer Journey: Current Applications and Potential for the Future 2.4 Conclusion References 3 Chatbots 3.1 What are Chatbots and Why They are Important for Customer Experience 3.2 The Drivers of Consumers’ Cognitive, Affective, and Behavioural Responses to Chatbots 42 3.2.1 Consumers’ Expectations and Perceptions of Chatbots 3.2.2 How to Design Chatbots for Successful Customer Experiences: The Role of Human-like Features 3.2.3 Disclosure of Chatbot Identity 3.3 The Impact of Chatbots on the Customer Journey: What We Know so far and Directions for Future Research 3.4 Conclusion References 29 32 32 37 39 42 43 46 47 50 51 4 Voice Assistants 4.1 Drivers of VAs’Adoption 4.2 Privacy Concerns as a Deterrent of VA Adoption 4.3 The Impact of Voice Assistants on the Customer Journey 4.4 Directions for Future Research 4.5 Conclusion References 55 57 60 61 63 64 65 5 Robots in Retail 5.1 Service Robots and Their Main Characteristics 5.2 When and Why Do Consumers Prefer Robots Over Human Employees? 5.3 Collaboration Between Robots and Service Employees 5.4 Service Robots Across the Customer Journey 5.5 Service Robots in the Face of Service Failure 5.6 Directions for Future Research 5.7 Conclusion References 71 73 74 76 77 78 79 80 81
CONTENTS 6 Augmented Reality 6.1 Augmented Reality in Advertising: The Power ofAR in the Pre-purchase Stage 6.2 Augmented Reality in Retailing: Virtual Try-on Applications 6.3 Augmented Reality in Retailing: Augmented Environments and Product Presentations 6.4 Directions for the Future for Augmented Reality Across the Customer Journey: Business Opportunities and Avenues for Further Research 6.5 Conclusion References vii 87 90 91 94 96 99 100 7 Virtual Reality and the Customer Journey 7.1 The Main Dimensions of Virtual Reality 7.2 Virtual Reality Experiences in the Customer Journey 7.3 Directions for Future Research 7.4 Conclusion References 105 107 109 111 112 113 8 Conclusions References 119 123 Index 125 |
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| spelling | Barone, Ada Maria Verfasser (DE-588)1326622536 aut Artificial intelligence along the customer journey a customer experience perspective Ada Maria Barone, Emanuela Stagno Cham Palgrave Macmillan [2023] xiii, 127 Seiten Illustrationen txt rdacontent n rdamedia nc rdacarrier The development of several AI solutions has revolutionized the way in which consumers behave. Serving as a guide to the role that AI plays on different aspects of consumers’ life, this book provides a comprehensive understanding of the main artificial intelligence (AI) solutions available in the market. In particular, the authors adopt a customer experience approach to investigate how different AI technologies play a role at different stages of the customer journey (e.g., from pre-purchase to post-purchase decisions). Covering a range of technologies, such as augmented reality, voice assistants, chatbots and robots, readers will be able to learn which strategies and AI solutions are more effective at different stages of the customer journey bicssc bisacsh Technological innovations Telemarketing Internet marketing Customer relations—Management Consumer behavior Künstliche Intelligenz (DE-588)4033447-8 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Hardcover, Softcover / Wirtschaft/Werbung, Marketing Künstliche Intelligenz (DE-588)4033447-8 s Verbraucherzufriedenheit (DE-588)4129147-5 s Kundenmanagement (DE-588)4236865-0 s DE-604 Stagno, Emanuela Verfasser (DE-588)1326623028 aut Erscheint auch als Online-Ausgabe 978-3-031-48792-7 Digitalisierung UB Bamberg - ADAM Catalogue Enrichment application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=034971291&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Barone, Ada Maria Stagno, Emanuela Artificial intelligence along the customer journey a customer experience perspective bicssc bisacsh Technological innovations Telemarketing Internet marketing Customer relations—Management Consumer behavior Künstliche Intelligenz (DE-588)4033447-8 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| subject_GND | (DE-588)4033447-8 (DE-588)4129147-5 (DE-588)4236865-0 |
| title | Artificial intelligence along the customer journey a customer experience perspective |
| title_auth | Artificial intelligence along the customer journey a customer experience perspective |
| title_exact_search | Artificial intelligence along the customer journey a customer experience perspective |
| title_exact_search_txtP | Artificial intelligence along the customer journey a customer experience perspective |
| title_full | Artificial intelligence along the customer journey a customer experience perspective Ada Maria Barone, Emanuela Stagno |
| title_fullStr | Artificial intelligence along the customer journey a customer experience perspective Ada Maria Barone, Emanuela Stagno |
| title_full_unstemmed | Artificial intelligence along the customer journey a customer experience perspective Ada Maria Barone, Emanuela Stagno |
| title_short | Artificial intelligence along the customer journey |
| title_sort | artificial intelligence along the customer journey a customer experience perspective |
| title_sub | a customer experience perspective |
| topic | bicssc bisacsh Technological innovations Telemarketing Internet marketing Customer relations—Management Consumer behavior Künstliche Intelligenz (DE-588)4033447-8 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | bicssc bisacsh Technological innovations Telemarketing Internet marketing Customer relations—Management Consumer behavior Künstliche Intelligenz Verbraucherzufriedenheit Kundenmanagement |
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