Smart speakers and customer experience in service contexts
Autor(a) principal: | |
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Data de Publicação: | 2023 |
Outros Autores: | , , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10071/29437 |
Resumo: | The use of artificial intelligence-based devices, such as smart speakers, is rising in frontline services, as such devices can perform several tasks for customers. However, little is known about customer responses to interactions with smart speakers that occur during service encounters. This research encompasses three studies intended to enhance our currently scarce knowledge of how customers respond to interactions with smart speakers during service encounters. Focusing on the hospitality industry, the first study shows that smart speakers improve evaluations of the hotels that use them in terms of customer ratings and positive affects. The second study demonstrates that automated social presence and psychological ownership feelings are key mechanisms that explain the development of valuable customer responses. The third study, which uses virtual reality, suggests that better actual behaviors are exhibited by people who appreciate the incorporation of smart speakers into services. Thus, the findings indicate that smart speakers improve service experiences, especially if used to carry out hedonic tasks usually performed by employees. |
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Smart speakers and customer experience in service contextsArtificial intelligenceAutomated social presenceCustomer experienceCustomer responsesMixed method approachPsychological ownershipSmart speakersThe use of artificial intelligence-based devices, such as smart speakers, is rising in frontline services, as such devices can perform several tasks for customers. However, little is known about customer responses to interactions with smart speakers that occur during service encounters. This research encompasses three studies intended to enhance our currently scarce knowledge of how customers respond to interactions with smart speakers during service encounters. Focusing on the hospitality industry, the first study shows that smart speakers improve evaluations of the hotels that use them in terms of customer ratings and positive affects. The second study demonstrates that automated social presence and psychological ownership feelings are key mechanisms that explain the development of valuable customer responses. The third study, which uses virtual reality, suggests that better actual behaviors are exhibited by people who appreciate the incorporation of smart speakers into services. Thus, the findings indicate that smart speakers improve service experiences, especially if used to carry out hedonic tasks usually performed by employees.Wiley2023-10-16T15:42:35Z2023-01-01T00:00:00Z20232023-10-16T16:40:41Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10071/29437eng0742-604610.1002/mar.21907Ruiz‐Equihua, D.Romero, J.Casaló, L. V.Loureiro, S. M. C.info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-11-09T17:59:02Zoai:repositorio.iscte-iul.pt:10071/29437Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T22:30:53.695247Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Smart speakers and customer experience in service contexts |
title |
Smart speakers and customer experience in service contexts |
spellingShingle |
Smart speakers and customer experience in service contexts Ruiz‐Equihua, D. Artificial intelligence Automated social presence Customer experience Customer responses Mixed method approach Psychological ownership Smart speakers |
title_short |
Smart speakers and customer experience in service contexts |
title_full |
Smart speakers and customer experience in service contexts |
title_fullStr |
Smart speakers and customer experience in service contexts |
title_full_unstemmed |
Smart speakers and customer experience in service contexts |
title_sort |
Smart speakers and customer experience in service contexts |
author |
Ruiz‐Equihua, D. |
author_facet |
Ruiz‐Equihua, D. Romero, J. Casaló, L. V. Loureiro, S. M. C. |
author_role |
author |
author2 |
Romero, J. Casaló, L. V. Loureiro, S. M. C. |
author2_role |
author author author |
dc.contributor.author.fl_str_mv |
Ruiz‐Equihua, D. Romero, J. Casaló, L. V. Loureiro, S. M. C. |
dc.subject.por.fl_str_mv |
Artificial intelligence Automated social presence Customer experience Customer responses Mixed method approach Psychological ownership Smart speakers |
topic |
Artificial intelligence Automated social presence Customer experience Customer responses Mixed method approach Psychological ownership Smart speakers |
description |
The use of artificial intelligence-based devices, such as smart speakers, is rising in frontline services, as such devices can perform several tasks for customers. However, little is known about customer responses to interactions with smart speakers that occur during service encounters. This research encompasses three studies intended to enhance our currently scarce knowledge of how customers respond to interactions with smart speakers during service encounters. Focusing on the hospitality industry, the first study shows that smart speakers improve evaluations of the hotels that use them in terms of customer ratings and positive affects. The second study demonstrates that automated social presence and psychological ownership feelings are key mechanisms that explain the development of valuable customer responses. The third study, which uses virtual reality, suggests that better actual behaviors are exhibited by people who appreciate the incorporation of smart speakers into services. Thus, the findings indicate that smart speakers improve service experiences, especially if used to carry out hedonic tasks usually performed by employees. |
publishDate |
2023 |
dc.date.none.fl_str_mv |
2023-10-16T15:42:35Z 2023-01-01T00:00:00Z 2023 2023-10-16T16:40:41Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10071/29437 |
url |
http://hdl.handle.net/10071/29437 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
0742-6046 10.1002/mar.21907 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Wiley |
publisher.none.fl_str_mv |
Wiley |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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RCAAP |
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RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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