The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty
Article
Article Title | The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty |
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ERA Journal ID | 19669 |
Article Category | Article |
Authors | Prentice, Catherine (Author), Lopes, Sergio Dominique (Author) and Wang, Xuequn (Author) |
Journal Title | Journal of Hospitality Marketing and Management |
Journal Citation | 29 (7), pp. 739-756 |
Number of Pages | 18 |
Year | 2020 |
Place of Publication | United States |
ISSN | 1050-7051 |
1936-8623 | |
1936-8631 | |
Digital Object Identifier (DOI) | https://doi.org/10.1080/19368623.2020.1722304 |
Web Address (URL) | https://www.tandfonline.com/doi/full/10.1080/19368623.2020.1722304 |
Abstract | The study discusses artificial intelligence (AI)–powered applications as a commercial service with a focus on the hotel industry. This research is approached from the customers’ perspective and examines how AI and employee service quality influence customer satisfaction and loyalty. The study was conducted in multiple hotels in Portugal and focused on departure guests who had experienced both AI and employee services associated with the surveyed hotels. The results show that both AI and employee service quality explain significant variances in overall service quality assessment as well as customer satisfaction and loyalty. However, only certain service quality dimensions made unique variances in the outcomes of interest. When regressing both AI and employee service quality in the same equation, AI becomes negative and insignificant. This study contributes to the AI and customer loyalty research. The findings of this study have financial implications for hotels and provide insights into optimal resource allocation. |
Keywords | Artificial intelligence; customer loyalty; hotels; service quality |
ANZSRC Field of Research 2020 | 350799. Strategy, management and organisational behaviour not elsewhere classified |
350699. Marketing not elsewhere classified | |
Public Notes | Files associated with this item cannot be displayed due to copyright restrictions. |
Byline Affiliations | Griffith University |
Polytechnic Institute of Cavado and Ave, Portugal | |
Murdoch University | |
Institution of Origin | University of Southern Queensland |
https://research.usq.edu.au/item/q7836/the-impact-of-artificial-intelligence-and-employee-service-quality-on-customer-satisfaction-and-loyalty
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