Customer experiences in the age of artificial intelligence

2020/09/02 by Nisreen Ameen, Ali Tarhini, Alexander Reppel +1 · 8 citations
Business, Management and Accounting · Decision Sciences · #Consumer Retail Behavior Studies #Customer Service Quality and Loyalty #Technology Adoption and User Behaviour

paper · doi:10.1016/j.chb.2020.106548

openalex publication_date 2020/09/02 · openalex created_date 2025/10/10 · openalex updated_date 2026/07/31

Citations

• Commercializing Technological Innovation: Learning from Failures in High-Tech Markets*
• A Meditation on Mediation: Evidence That Structural Equations Models Perform Better Than Regressions
• Unraveling the Personalization Paradox: The Effect of Information Collection and Trust-Building Strategies on Online Advertisement Effectiveness
• A new criterion for assessing discriminant validity in variance-based structural equation modeling
• Common method biases in behavioral research: A critical review of the literature and recommended remedies.
• The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention
• Trust in Automation: Designing for Appropriate Reliance
• Reconsidering Baron and Kenny: Myths and Truths about Mediation Analysis
• Understanding Customer Experience Throughout the Customer Journey
• Artificial intelligence and the future of work: Human-AI symbiosis in organizational decision making
• How artificial intelligence will change the future of marketing
• Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
• Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence
• The Commitment-Trust Theory of Relationship Marketing
• The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations.

Cited by

• Augmenting human service agents with intelligent technologies
• Artificial intelligence features and expectation confirmation theory in digital banking apps: Gen Y and Z perspective
• The impact of service quality, trust and satisfaction on young citizen loyalty towards government e-services
• Unveiling trust in AI: the interplay of antecedents, consequences, and cultural dynamics
• Virtual vs. human influencer: Effects on users’ perceptions and brand outcomes
• Emerging digital technologies and consumer decision-making in retail sector: Towards an integrative conceptual framework
• Unlocking the potential of AI: Enhancing consumer engagement in the beauty and cosmetic product purchases
• The antecedents and outcomes of accounting information systems usage: the indirect effect of IT knowledge