Customer intelligence

Customer-robot interactions: Understanding customer experience with service robots

Dan Huang, Qiurong Chen, Jia-Hui Huang, Shaojun Kong, Zhiyong Li

Citations: 235 • 2021

The impact of artificial intelligence stimuli on customer engagement and value co-creation: the moderating role of customer ability readiness

Li Gao, Gang Li, Fu-Sheng Tsai, Chen Gao, Mengjiao Zhu, Xiaopian Qu

Citations: 141 • 2022

The impact of artificial intelligence technology stimuli on smart customer experience and the moderating effect of technology readiness

Jingyan Gao, Lina Ren, Yang Yang, Duo Zhang, Lan Li

Citations: 87 • 2022

One-Voice Strategy for Customer Engagement

Jagdip Singh, Satish Nambisan, R. Gary Bridge, Jürgen Kai‐Uwe Brock

Citations: 75 • 2020

AI concierge in the customer journey: what is it and how can it add value to the customer?

Stephanie Q. Liu, Khadija Ali Vakeel, Nicholas Smith, Roya Sadat Alavipour, Chunhao Wei, Jochen Wirtz

Citations: 72 • 2024

How do consumers engage with proactive service robots? The roles of interaction orientation and corporate reputation

Dongmei Li, Canmian Liu, Lishan Xie

Citations: 42 • 2022

The Service Robot Customer Experience (SR-CX): A Matter of AI Intelligences and Customer Service Goals

Bart Larivière, Katrien Verleye, Arne De Keyser, Klaas Koerten, Alexander Lennart Schmidt

Citations: 27 • 2024

Investigating the effect of customer-robot interaction experience on customer engagement behavior and co-creation value: a mixed methods study

Shujie Fang, Xiaoyun Han, Yundan Zheng, Wenqing Li

Citations: 23 • 2024

A Design of Customer Service Request Desk to Improve the Efficiency using Robotics Process Automation

Nitin Goyal, Harpreet Singh

Citations: 9 • 2021

Conceptualizing Possibilities of Artificial Intelligence in Furtherance of the Banking Sector: An Effective Tool for Improving Customer Relationship, Customer Service and Public Relations

Roheed, Nairah Shabir, Monisa Qadri

Citations: 9 • 2020

Leveraging Text Analytics to Enhance Marketing Insights From Digital Customer Experiences

Murat Fatih Tuna

Citations: 6 • 2024

The influence of emotional labour strategies on customer satisfaction and word of mouth recommendations in group tours

Shin Ying Lee, Yuhanis Abdul Aziz, Samsinar Sidin, Rosli Saleh

Citations: 6 • 2014

Service Robots—An Innovative Sustainability in Rural Banking

R. Vedapradha, E. Sudha, Venkoba Rao Divyashree

Citations: 4 • 2023

Factors Influencing the Use of the Internet of Things (IoT) to Enhance Customer Relations and Customer Experience

İlknur Öztürk

Citations: 4 • 2024

Key Factors Influencing the Degree of Acceptance of an Intelligent Customer Service System - A Literature Review

Yunhuan Jia, Zhe Chen

Citations: 3 • 2023

The<i>Augmented</i>Customer Experience: Between Humanity and Robotization?

Régine Vanheems

Citations: 3 • 2019

Customer misbehavior in AI-enabled services

Xinyuan Zhao, Hongjuan Tan, Yi Zhang, Anna S. Mattila, Nan Hua

Citations: 2 • 2025

Customer Experience Creation in Today’s Digital World

Peter C. Verhoef

Citations: 2 • 2020