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Research article

First published 2025-2

The Service Robot Customer Experience (SR-CX): A Matter of AI Intelligences and Customer Service Goals

Bart Larivière, Katrien Verleye, Arne De Keyser [...]

Journal of Service Research

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Research article

First published 2020-11

AI Customer Service: Task Complexity,Problem-Solving Ability,and Usage Intention

Yingzi Xu, Chih-Hui Shieh, Patrick van Esch [...]

Australasian Marketing Journal

Open access

Research article

First published 2026-1

Artificial Intelligence Service and Customer Loyalty: A Moderated Mediation Role of Satisfaction and Contextual Factors in Human-AI Interaction

Hui Gao, Hongshen Liu, Hui Zhang [...]

Sage Open

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Research article

First published 2025

Harmonizing Human Touch and AI Precision in Customer Service

Zhenbin Ding, Yali Zhang, Jun Sun [...]

Journal of Service Research

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Research article

First published 2026

Unlocking hotel brand advocacy: The role of perceived technological empowerment,AI service quality,and customer readiness

Hazem Ahmed Khairy, Wagih M. E. Salama, Mohamed Ahmed Suliman

Human Systems Management

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Research article

First published 2025-9

Integrate AI-based chatbots into accounting services: Enhance customer communication and financial management support

Zicong He, Xue Jin

Journal of Computational Methods in Sciences and Engineering

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Research article

First published 2023-04

Voice‐based AI in call center customer service: A natural field experiment

Lingli Wang, Ni Huang, Yili Hong [...]

Production and Operations Management

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Research article

First published 2026

AI-based Service Adoption in the BFSI Sector: Examining the Influence of Customer Traits and Platform Functionalities

Apoorva, Purva Kansal

Jindal Management Journal

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Research article

First published 2026

AI-Driven Phygitalization: Enhancing Customer and Employee Experience for Improved Well-Being in Financial Services

Claire Roederer, Tony Valentini, Fatine Bouqlila [...]

Journal of Macromarketing

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Research article

First published 2021-8

The implications of artificial intelligence on the digital marketing of financial services to vulnerable customers

Emmanuel Mogaji, Taiwo O. Soetan, Tai Anh Kieu

Australasian Marketing Journal

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