Addressing service profit chain with artificial and emotional intelligence

Wei, He and Prentice, Catherine ORCID: https://orcid.org/0000-0002-7700-3889 (2022) Addressing service profit chain with artificial and emotional intelligence. Journal of Hospitality Marketing & Management, 31 (6). pp. 730-756. ISSN 1936-8623


Abstract

In view of the prevalence of artificial intelligence (AI)–powered applications in service organizations, this paper draws on service profit chain theory and proposes these applications as a service product for employees (referred to as internal customers) and customers. The outcome of which is to examine the influence of AI service quality on internal and external customer loyalty. Customer satisfaction and engagement are modeled as mediators, whereas emotional intelligence (EI) is a moderator in AI–customer loyalty relationships. Two studies were undertaken with employees and customers in Australian-based hotels to examine these relationships. The results show that AI service quality is significantly related to internal and external customer satisfaction and engagement. Both internal and external customer engagement have significant effects on customer loyalty and play a significant mediation role in the service quality–customer loyalty relationship. EI has only a significant moderation effect on the relationship between AI service quality and customer engagement for internal and external customers. Discussion and implications of the research findings are provided for researchers and practitioners.


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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Files associated with this item cannot be displayed due to copyright restrictions.
Faculty/School / Institute/Centre: Current - Faculty of Business, Education, Law and Arts - School of Business (18 Jan 2021 -)
Faculty/School / Institute/Centre: Current - Faculty of Business, Education, Law and Arts - School of Business (18 Jan 2021 -)
Date Deposited: 21 Jul 2022 23:00
Last Modified: 21 Jul 2022 23:00
Uncontrolled Keywords: Artificial intelligence; consumer behaviors; emotional intelligence; service profit chain
Fields of Research (2020): 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3507 Strategy, management and organisational behaviour > 350799 Strategy, management and organisational behaviour not elsewhere classified
35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3506 Marketing > 350699 Marketing not elsewhere classified
Socio-Economic Objectives (2020): 28 EXPANDING KNOWLEDGE > 2801 Expanding knowledge > 280106 Expanding knowledge in commerce, management, tourism and services
Identification Number or DOI: https://doi.org/10.1080/19368623.2022.2058671
URI: http://eprints.usq.edu.au/id/eprint/49816

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