Artificial intelligence (AI) is rapidly transforming customer service. This paper aims to paint a state-of-the-art of AI and its impact in customer service organizations by conducting a literature review as well as exploring current AI solutions used by practitioners. We will also identify gaps in the research that need to be addressed to better understand the impact of AI in customer service

The study proposed a dual-path model to examine the relationship between customer perceived hotel innovativeness and customers’ interactivity, building the signaling theory. The model was tested with hotel customers from China. The findings suggest that customers’ perceived hotel innovativeness not only has a positive and direct impact on their interactivity, it also indirectly contributes to customers’ interactivity via two indirect paths, one featuring a cognitive-economic motivation pathway and the other featuring an affective-motivation pathway.

Abstract submitted to the Special Section of Asia Pacific Journal of Marketing and Logistics (APJML) on “Product Innovation & Consumer Behaviors”

In three studies, we show that semployee accent directly, indirectly (through intelligibility and trust), and/or conditionally affects customer participation (CP) in services positively or negatively, depending on the type of accent and its valence, the customer’s need for interaction, and the type of CP, i.e. voluntary, mandatory, or replaceable CP.

This research seeks to unveil how YouTube influencers and digital interaction can contribute to the process of customer-brand relationship and engagement. Based on in-depth interviews of female Youtubers devoted to the lifestyle categories, we aim to comprehend the engagement factors that influencers should rely on to promote engagement between their followers and the brands they advocate.