Consumers’ reasons and perceived value co-creation of using artificial intelligence-enabled travel service agents

Lalicic, Lidija; Weismayer, Christian

doi:10.1016/j.jbusres.2020.11.005

Cited by 94 publications

(115 citation statements)

References 79 publications

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“…The perceived value of co-creation is also promising on the consumer side and is confirmed as antecedent of tourist behavioural intention. Interesting findings here suggest that, while consumer barriers are commonly related to their unwillingness to give up old habits, drivers are contextdependent [11] with functional value and added convenience, per example, presenting opportunities for AI-enabled personal assistants to attract customers looking to save time on routine tasks (e.g., searching for flights and accommodation).…”

Section: Technology As Enabler Of Handt Sustainable Development Competitiveness and Customer Experiencementioning

confidence: 87%

“…The effects on sustainability can be both positive and negative [4], affecting the achievement of United Nations' Sustainable Development Goals (SDG), and a more fairly distributed economic prosperity [9]. Conversely, while some authors examining the H&T sector highlight the lack of studies on how the introduction of AI-enabled solutions, enriched virtual interactions and social robots will change the engagement with customers and employees in the future [10,11]; others argue how the fourth technological revolution is already altering the paradigm of the H&T industry [12,13], which includes breakthrough innovations, such as Virtual Reality (VR), Augmented Reality (AR), Artificial Intelligence (AI) [14,15], and the benefits of mobile interactivity for H&T customer engagement [16].…”

Section: Introductionmentioning

confidence: 99%

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Shaping a View on the Influence of Technologies on Sustainable Tourism

Loureiro

Nascimento

2021

Sustainability

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To date, tourism is the fastest growing industry globally, but one of the least developed in terms of environmentally sustainable practices. However, only a small portion of documents elaborate on how the introduction of new technologies can impact a more sustainable development route for tourism. This study’s objective is to provide an overview on literature state-of-the-art related to sustainable tourism and technological innovations, offering insights for further advancing this domain. We employ a bibliometric analysis and a comprehensive review of 139 articles, collected from Web of Science and Scopus databases, for the purpose of: (i) exploring and discussing the most relevant contributions in the publication network: (ii) highlighting key issues and emerging topics; (iii) uncovering open questions for the future. Our findings reveal contradictory views on the risks and benefits of technology adoption. Artificial intelligence, internet of things, circular economy, big data, augmented and virtual reality emerge as major trends. Five work streams are identified and described, leading to a broader perspective on how technology can shape the future of sustainable tourism. Relevant theoretical and managerial implications are derived. Finally, a research agenda is proposed as guidance for future studies addressing the outcomes of digital disruption on sustainable tourism.

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Section: Technology As Enabler Of Handt Sustainable Development Competitiveness and Customer Experiencementioning

confidence: 87%

Section: Introductionmentioning

confidence: 99%

Shaping a View on the Influence of Technologies on Sustainable Tourism

Loureiro

Nascimento

2021

Sustainability

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“…Consumer belief systems enable them to assess perceived value. According to information processing, the consumer will judge past, present, and future outcomes when using a product/service that is valuable to them [17].…”

Section: Customer Experiencementioning

confidence: 99%

“…Recent studies have attempted to include more concepts related to the co-creation of value and customer experiences. Thus, technological advances have facilitated the co-creation process by creating new forms of innovative interaction with consumers, new channels designed to reach consumers, and, finally, new opportunities to develop products/services aligned with consumers' lifestyles [17]. On the other hand, the inclusion of new technologies has redefined customer roles in new product creation and innovation [46].…”

Section: Knowledgementioning

confidence: 99%

“…In this way, the consumer requires specific knowledge, information, skills, and resources to support the value creation process [13,29]. For that reason, we refer to this process as "value-in-use" rather than focusing specifically on the product's characteristics [17]. Furthermore, technological platforms provide suitable environments for the management and development of new productions through the participation and collaboration of participants, allowing for creative and co-creative interventions and generating user experiences, whether individual or group [50].…”

Section: Knowledgementioning

confidence: 99%

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Co-Creation of Value and Customer Experience: An Application in Online Banking

et al. 2021

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The need for the banking sector to digitize its services to improve the efficiency of its processes has motivated a wave of research among academics and professionals. One of the most important themes emerging in e-service adoption research is the customer experience. The customer experience has been explored from different angles, being explained from personal elements, interactions between peers, and in terms of the tools provided by companies to improve the experience. However, one of the key elements for improving the customer experience understood from the perspective of service-dominant logic is the co-creation of value. This research explores the personal elements that lead customers to co-create value and how this impacts the customer experience of digital banking channels. We present a cross-sectional quantitative investigation, carried out through a structured questionnaire applied to 406 financial consumers in Colombia. The results indicate that perceived brand knowledge, creativity, and connectivity are antecedents of value co-creation that have a direct effect on the customer experience. The value of the co-creation process allows banks to offer personalized products to their clients without making significant financial and time investments to understand what the client wants, thus improving customer experience with the brand.

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Artificial intelligence consumer behavior: A hybrid review and research agenda

Jain,

Wadhwani,

Eastman

2023

J of Consumer Behaviour

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The advancement of artificial intelligence (AI) technology and its applications has drastically transformed consumer behavior (CB). As consumers interact with these applications on multiple platforms and touchpoints, it becomes crucial to understand how these interactions affect consumer behavior and its components, including personality, attitude, engagement, decision‐making, and trust. The research on the relationship between artificial intelligence and consumer behavior (hereafter referred to as AI CB) revolves around these topics and has grown exponentially in recent years. A rigorous review is required to provide directions for future studies by comprehending the extensive literature, understanding research gaps, and identifying the future directions for scholarly work. This article aims to address this research gap by analyzing 107 AI CB articles using the bibliometric and framework‐based methodology to provide insights into publication trends, dominant theories, methods, antecedents, decisions, and outcomes in the AI CB literature. Most importantly, the review identifies clusters of research fronts and provides a thematic framework for current research. These clusters or themes relate to AI interaction with consumer behavior dimensions, including consumer acceptance and trust, consumer interaction and engagement, attitude and personality, decision‐making, and adoption. This thematic framework and TCM‐ADO analysis offer future research directions to advance theory development and have implications for industry and society.

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Consumers’ reasons and perceived value co-creation of using artificial intelligence-enabled travel service agents

Cited by 94 publications

References 79 publications

Shaping a View on the Influence of Technologies on Sustainable Tourism

Shaping a View on the Influence of Technologies on Sustainable Tourism

Co-Creation of Value and Customer Experience: An Application in Online Banking

Artificial intelligence consumer behavior: A hybrid review and research agenda

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