Customer experiences in the age of artificial intelligence

作者：

Highlights：

• Artificial intelligence (AI) is changing customer experiences.

• The study develops a model drawing on trust-commitment theory and service quality model.

• Trust and perceived sacrifice play significant mediating role.

• Relationship commitment has a significant effect on AI-enabled customer experience.

• Perceived convenience and personalisation play a significant role in AI-enabled experiences.

摘要

•Artificial intelligence (AI) is changing customer experiences.•The study develops a model drawing on trust-commitment theory and service quality model.•Trust and perceived sacrifice play significant mediating role.•Relationship commitment has a significant effect on AI-enabled customer experience.•Perceived convenience and personalisation play a significant role in AI-enabled experiences.

论文关键词：Artificial intelligence,Customer experience,Trust-commitment theory,trust,Beauty brands,COVID 19

论文评审过程：Received 20 June 2020, Revised 27 August 2020, Accepted 31 August 2020, Available online 2 September 2020, Version of Record 11 September 2020.

论文官网地址：https://doi.org/10.1016/j.chb.2020.106548