Hollebeek, Linda D. * and Menidjel, Choukri and Sarstedt, Marko and Jansson, Johan and Urbonavicius, Sigitas (2024) Engaging consumers through artificially intelligent technologies: Systematic review, conceptual model, and further research. Psychology and Marketing, 41 (4). pp. 880-898. ISSN 1520-6793
Full text not available from this repository.Abstract
While consumer engagement (CE) in the context of artificially intelligent (AI-based) technologies (e.g., chatbots, smart products, voice assistants, or autonomous cars) is gaining traction, the themes characterizing this emerging, interdisciplinary corpus of work remain indeterminate, exposing an important literature-based gap. Addressing this gap, we conduct a systematic review of 89 studies using the Preferred Reporting Items for Systematic reviews and Meta-Analyses (PRISMA) approach to synthesize the AI-based CE literature. Our review yields three major themes of AI-based CE, including (i) Increasingly accurate service provision through AI-based CE; (ii) Capacity of AI-based CE to (co)create consumer-perceived value, and (iii) AI-based CE's reduced consumer effort in their task execution. We also develop a conceptual model that proposes the AI-based CE antecedents of personal, technological, interactional, social, and situational factors, and the AI-based CE consequences of consumer-based, firm-based, and human-AI collaboration outcomes. We conclude by offering pertinent implications for theory development (e.g., by offering future research questions derived from the proposed themes of AI-based CE) and practice (e.g., by reducing consumer-perceived costs of their brand/firm interactions).
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | artificial intelligence; consumer engagement; PRISMA; Preferred Reporting Items for Systematic reviews and Meta-Analyses; |
| Subjects: | H Social Sciences > HF Commerce Q Science > Q Science (General) |
| Divisions: | Others > Non Sunway Academics Sunway University > Sunway University Business School |
| Depositing User: | Ms Yong Yee Chan |
| Date Deposited: | 02 May 2024 00:12 |
| Last Modified: | 02 May 2024 00:12 |
| URI: | http://eprints.sunway.edu.my/id/eprint/2542 |
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