The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty

By Catherine Prentice, Sergio Dominique Lopes, Xuequn Wang. Journal of Hospitality Marketing & Management, 2020

329 citations recorded by the source corpus.

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.

Subfields: Artificial Intelligence, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/d1325f12146b7887ac7ef496ff9e4ea6dd26773c

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Artificial Intelligence

1. Patrick Mikalef
2. Ali Tarhini

In Organizational Behavior and Human Resource Management

1. John Krogstie
2. Patrick Mikalef
3. Ali Tarhini

In Sociology and Political Science

1. John Krogstie
2. Emmanouil Papagiannidis
3. Ida Merete Enholm
4. Patrick Mikalef
5. Ali Tarhini

Citations in the corpus

• Customer experiences in the age of artificial intelligence (2020, background): “…of research is rich with studies on the quality of interpersonal services (e.g. Prentice & Kadan, 2019; Scheidt & Chung, 2019; Suhartanto et al., 2019), with a lack of research on customer responses to automated services, specifically AI-enabled services (Prentice, Dominique Lopes, & Wang, 2020).”
• Artificial Intelligence and Business Value: a Literature Review (2021, background): “In the service context, AI can provide customers with digital and robot services to influence their customer experience (Prentice et al., 2020).”