Rise of the Machines? Customer Engagement in Automated Service Interactions

Hollebeek, Linda D.; Sprott, David E.; Brady, Michael K.

doi:10.1177/1094670520975110

Cited by 94 publications

(76 citation statements)

References 16 publications

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“…social media, internet-of-things-based applications, service robots and virtual reality), is, therefore, warranted (Brodie et al , 2013). For example, how does the Henn-Na Hotel’s adoption of service robots contribute to cocreation’s development (Hollebeek et al , 2019b)? In addition, the interface of these tools with firm strategies including customer co-innovation or customer-to-customer interactions merits further research.…”

Section: Discussionmentioning

confidence: 99%

Service innovativeness and tourism customer outcomes

Hollebeek

Rather

2019

IJCHM

123

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Purpose This study aims to develop/test a model that examines the effect of service innovativeness on customer cocreation, satisfaction, advocacy and behavioral loyalty intent in the travel agency context. Design/methodology/approach To explore these issues, the authors deploy a convenience sample of 340 travel agency customers. Data analysis centered on confirmatory factor analysis and structural equation modeling (SEM). Findings The results identify service innovativeness as a key driver of customer cocreation, satisfaction, advocacy and behavioral loyalty intent. The authors also identified customer cocreation to mediate the association between service innovativeness and customer advocacy, satisfaction and behavioral loyalty intent, respectively, and exerted a further direct effect on these variables. Research limitations/implications Given the cross-sectional data, further research may wish to explore the generalizability of the findings (e.g. in other sectors, cultures or by adopting a longitudinal research design that tracks the theorized relationships over time). Practical implications The findings suggest service innovativeness as an important driver of customers’ intra- (within) and extra-or trans-(across) interaction outcomes, thereby impacting the customer experience and highlighting the significance of service innovativeness for the travel sector. Originality/value While service innovativeness and cocreation are of significant interest, their integrative investigation in tourism has remained scant. Thus, by quantifying the influence of service innovativeness on customer-based cocreation, satisfaction, advocacy and loyalty intent, the paper adds to the emerging body of knowledge on service innovativeness in tourism.

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Section: Discussionmentioning

confidence: 99%

Service innovativeness and tourism customer outcomes

Hollebeek

Rather

2019

IJCHM

123

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“…SSTs extend chances for people to produce and consume service electronically [37] and become a prerequisite for being competitive [38]. Bitner,Faranda [39:197] note that now customers can become 'full participators' by performing service transactions by themselves.…”

Section: Growth Of Self-service Technologies In Servicesmentioning

confidence: 99%

Prominence of Information Richness in Accepting Online Based Self-Service Technologies

Galdolage

2021

ACRI

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Most of the service organizations are now moving to provide their services at a remote basis with Self-Service Technologies (SSTs). This is a natural outcome of technological maturity and would be the norm of many service transactions in future. Currently in many of the services, customers have the choice to use either SSTs or physical service encounters with service employees according to their desire. However, the future is predicted to replace many service employees with self-service machines and humanoid robots. Therefore, it is the responsibility of the service organizations to make their customers ready for such a future. Use of self-service technologies typically take place without the presence of organization’s service staff. Thus, machines should provide necessary guidance and instructions to customers so that they can perform well without difficulties. If SSTs are not rich with information, customers would be in trouble without proceeding with their transactions successfully. Therefore, the quality of information would be a matter for successful online based self -service transactions. Thus, the aim of this study is to understand the information richness in online based self-service technologies from the customer perspective. Using the qualitative approach, semi structured interviews were conducted with 25 individuals who have experience in using online based SSTs. The study found seven key factors which determine the richness of information in online platforms namely ‘Relevance, Timeliness, Accuracy, Clarity, Consistency, Sufficiency and Simplicity’. The study enriches the theoretical landscapes by broadening the understanding on significance of information richness in accepting online based self-service technologies while on practical ground provides insights for service providers in designing their SSTs with rich and necessary information which is required to perform successful transactions.

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“…This cluster also covers a growing range of digital platforms, including artificial intelligence-, Internet-of-Things-, blockchain-, and virtual reality-based applications, to name a few (e.g., Huang and Rust, 2021;Hollebeek, Sprott, and Brady, 2021;Prentice et al, 2019;Kunz et al, 2017;Venkatesan, 2017).…”

Section: Major Ce Themesmentioning

confidence: 99%

Fifteen years of customer engagement research: a bibliometric and network analysis

Hollebeek

Sharma

Pandey

et al. 2021

JPBM

Self Cite

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Purpose In recent years, customer engagement (CE) with brands, which has been shown to yield enhanced firm sales, competitive advantage and stock returns, has risen to occupy a prominent position in brand management research and practice. Correspondingly, scholars have explored CE’s conceptualization, operationalization and its nomological networks as informed by different theoretical perspectives. However, in spite of important advances, the knowledge structure of the overall corpus of CE research remains tenuous. Therefore, the purpose of this paper is to explore the intellectual structure of CE research. Design/methodology/approach Based on this gap, this study deploys bibliometric and network analysis to map CE’s literature-based landscape. Using bibliometric analysis, important CE-publishing journals, authors and influential CE articles (2005–2020) are uncovered. Using network analysis, prominent CE themes are also unearthed. Findings The results document key CE-publishing journals and authors and their respective contributions to the literature. Five CE themes are also identified, including CE measurement/methods, online CE, CE’s value co-creating capacity, CE conceptualization and customer/consumer brand engagement. Further, an agenda for future CE research is provided based on the presented network analysis results. Practical implications The reported findings generate important implications for brand managers. For example, the identified critical role of online (vs offline) CE offers a range of strategic opportunities, as outlined. Originality/value This paper offers a pioneering bibliometric and network analysis of the CE literature, thus mapping the field. From the identified CE themes, important avenues for further CE research are also identified.

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Rise of the Machines? Customer Engagement in Automated Service Interactions

Cited by 94 publications

References 16 publications

Service innovativeness and tourism customer outcomes

Service innovativeness and tourism customer outcomes

Prominence of Information Richness in Accepting Online Based Self-Service Technologies

Fifteen years of customer engagement research: a bibliometric and network analysis

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