Increasing customer service competencies of airports: virtual integration competence, warmth and intimacy of artificial intelligence services
Edward C.S. Ku
Abstract:PurposeAirports are an essential part of the airline value chains. Artificial intelligence (AI) technologies are widely used at airports; the study aims to explore how the virtual integration competence and the perceived warmth of AI in airports increase customer service competencies and satisfy their passengers.Design/methodology/approachBased on the perspectives of digital competencies and hybrid intelligence, a continued usage intention model was analyzed using the partial least squares approach; this study… Show more
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