Understanding artificial intelligence experience: A customer perspective

Trawnih, Ali; Al-masaeed, Sultan; Alsoud, Malek; Alkufahy, Amer Muflih

doi:10.5267/j.ijdns.2022.5.004

Cited by 19 publications

(6 citation statements)

References 1 publication

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“…Even though social networks have been recognized as significant for surviving the current global pandemic (e.g., Fabeil et al, 2020;Trawnih et al, 2021), Jordanian SMEs still lack in successfully adopting the process (Trawnih et al, 2022). Al Tawara and Gide (2017) have found that a key reason for the low productivity of SMEs in Jordan is the lack of adoption intentions toward social media.…”

Section: Social Commerce In Smesmentioning

confidence: 99%

Investigating the Adoption of Social Commerce: A Case Study of SMEs in Jordan

Trawnih

Al-Adwan

Amayreh

et al. 2023

IJIKM

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Aim/Purpose: Social commerce is an emergent topic widely used for product and service sourcing. It helps companies to have frequent interaction with their customers and strive to achieve a competitive advantage. Yet there is only little empirical evidence focusing on social commerce and its adoption in SMEs to date. This study investigates the key factors affecting social commerce adoption in SMEs. This research designed a theoretical model using the Technology, Organization, and Environment (TOE) Model Background: Despite its rapid growth and usage, social commerce is still in its evolution phase and its current conception is vague and restricted. Therefore, considering the benefits of social commerce for consumers and businesses, it is important to explore the concept of social commerce. Methodology: The research floated a self-administered questionnaire and surveyed 218 Jordanian SME businesses. The data was analyzed using smart PLS and the results were drawn that covers the detail of the characteristics of respondents, study descriptive, results of regressions assumptions, e.g., data normality, reliability, validity, common method biases, and description of the measurement model, followed by the findings of hypothesis analysis. Contribution: This study has many significant contributions to the existing studies on firms’ adoption of social commerce. It indicates that organizational readiness from the organizational perspective and consumer pressure from the environmental dimension of the TOE model are significant influential elements in the adoption of social commerce in business, followed by high-level management support and trading partner pressure, respectively. This shows that organizational readiness to adopt social commerce and consumer pressure has a vital role in Jordanian SMEs’ adopting social commerce. Findings: The results were drawn from a survey of 218 Jordanian SMEs, indicating that organizational readiness from an organizational dimension and consumer pressure environmental perspective, followed by top management’s support and trading partner pressure, significantly predicts the adoption intentions of social commerce. However, perceived usefulness and security concerns from a technological context do not significantly impact behavioral intentions to utilize social commerce. Recommendations for Practitioners: Lack of awareness about new technology and its potential benefits are not well diffused in the Jordanian context. In short, both organizational and environmental dimensions of the TOE framework significantly influence the behavioral intentions for social commerce adoption in the Jordanian context whereas the third-dimension technological factors do not affect the behavioral intentions of SMEs to adopt social commerce. In the technological context, SMEs need to invest in technology and must spread awareness among Jordanian consumers about the potential benefits of technology and must encourage them to use social commerce platforms to interact because of the high significance of social commerce for businesses as it facilitates the quick completion of tasks, enhances the productivity, and improves the chances of high profitability. Recommendation for Researchers: First, the study is limited in scope as it discusses the direct links between the TOE framework, behavioral intentions to use social commerce, and the actual usage of social commerce in the Jordanian context rather than testing the mediation, and moderation. Future research may examine the mediators and moderators in the conceptual model. Second, the research examined the behavioral intentions of SMEs rather than consumers to adopt social commerce. Further research might consider the consumer perspective on social commerce. Impact on Society: This research aims to identify the key factor that impact the behavioral intentions of SME businesses to practice social commerce. The theoretical underpinning of the study lies in the TOE model, as using its basic assumptions the conceptual grounds and hypothesis of the study are developed. Future Research: The study findings are not generalizable in different contexts as it was specifically conducted by gathering data from the Jordanian population. However future studies may consider different contexts, sectors, cultures, or countries to examine the model. Lastly, the research collected data using convenience sampling from 218 SMEs in Jordan, which may create difficulty in the generalizability of the research, so needs to examine a larger sample in future studies.

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Section: Social Commerce In Smesmentioning

confidence: 99%

Investigating the Adoption of Social Commerce: A Case Study of SMEs in Jordan

Trawnih

Al-Adwan

Amayreh

et al. 2023

IJIKM

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“…Generative artificial AI offers substantial assistance to enterprises, particularly in virtual try-on, virtual shopping assistance, and product customization [43]. AI technologies significantly improve customer engagement by providing deeper insights into consumer behavior, allowing firms to design more tailored and engaging marketing efforts [44]. AI-powered solutions, including recommendation systems and chatbots, enable real-time consumer interactions while providing individualized suggestions and assistance.…”

Section: Theoretical/conceptual Frameworkmentioning

confidence: 99%

“…Companies must find ways to simplify these explanations while ensuring the accuracy of the information provided. Additionally, accountability is essential when AI systems make errors or produce biased results to ensure that there are clear responsibilities and mechanisms in place to address and rectify these issues effectively [44]. Organizations and individuals should be held responsible for the outcomes of AI systems to ensure ethical practices, foster trust, and promote the development of reliable and unbiased AI technologies.…”

Section: Ethical Considerations and Regulatory Compliancementioning

confidence: 99%

Leveraging AI to Enhance Marketing and Customer Engagement Strategies in the French Market

2024

IJFMR

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This study investigates how businesses in France can leverage artificial intelligence (AI) technologies to enhance marketing and customer engagement strategies. The research problem centers on integrating AI into these strategies, which impacts businesses by offering the potential for a competitive advantage while posing challenges related to data privacy, ethical considerations, and customer expectations. The study aims to provide actionable insights and practical recommendations for effectively leveraging AI, guided by a conceptual framework emphasizing ethical AI practices, transparency, and continuous innovation. The research employs an integrative literature review (ILR) methodology to synthesize existing literature and analyze the opportunities and challenges associated with AI integration. The methodology involves problem formulation; data collection, evaluation, analysis, interpretation; and presentation of results. This paper reveals that AI significantly enhances personalized marketing, customer engagement, operational efficiency, and strategic decision-making by analyzing large datasets and identifying patterns in customer behavior. However, challenges such as GDPR compliance, algorithmic bias, and the need for transparency are prominent. The findings indicate that businesses can gain a competitive advantage by addressing these challenges and implementing recommendations such as creating job positions like Intelligent Ethics and Intelligent Data Protection Officers. The study highlights the importance of blending AI with human intuition and creativity to make well-rounded strategic decisions. It also emphasizes the need for comprehensive training programs in collaboration with academic institutions and AI companies to address the talent gap. The potential implications include improved marketing strategies, enhanced customer engagement, and sustainable growth. Recommendations for future research focus on exploring empirical studies to evaluate the long-term impacts of AI-driven marketing and customer engagement, as well as comparative studies to benchmark the effectiveness of AI-powered promotion and client interaction in various organizational settings.

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“…The main objective of this research is to investigate and understand the intricate relationship between AI services and customer satisfaction [8]. AI technology offers significant opportunities for enhancing customer interactions and providing more personalized services.…”

Section: Introductionmentioning

confidence: 99%

Assessing Customer Satisfaction in AI-Powered Services: An Empirical Study with SmartPLS

Rahmania Az Zahra,

Jonas,

Erliyani

et al. 2023

ITALIC

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In the contemporary business landscape, the evaluation of customer satisfaction plays a pivotal role in assessing the effectiveness of AI-powered services. This empirical study, bolstered by the robust analytical tool, SmartPLS, systematically scrutinizes the intricate relationship between AI-powered services and customer satisfaction. With a rigorous and methodical service quality analysis, conducted with a sample of 189 respondents, we unveil the salient attributes and determinants that underpin customer satisfaction within the framework of AI-driven services. This research contributes substantially to a more profound comprehension of how organizations can strategically enhance customer satisfaction via the adept deployment of AI technologies. The ensuing findings, derived from the comprehensive analysis of 189 respondents, provide invaluable insights into the optimization of service quality within AI-powered ecosystems. These insights hold the potential to cultivate heightened levels of customer satisfaction and engender enduring loyalty, which is of paramount importance in the contemporary business landscape.

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Understanding artificial intelligence experience: A customer perspective

Cited by 19 publications

References 1 publication

Investigating the Adoption of Social Commerce: A Case Study of SMEs in Jordan

Investigating the Adoption of Social Commerce: A Case Study of SMEs in Jordan

Leveraging AI to Enhance Marketing and Customer Engagement Strategies in the French Market

Assessing Customer Satisfaction in AI-Powered Services: An Empirical Study with SmartPLS

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