Info
- Utilizzare la checkbox di selezione a fianco di ciascun documento per attivare le funzionalità di stampa, invio email, download nei formati disponibili del (i) record.
Artificial intelligence along the customer journey : a customer experience perspective / / Ada Maria Barone, Emanuela Stagno
| Artificial intelligence along the customer journey : a customer experience perspective / / Ada Maria Barone, Emanuela Stagno |
| Autore | Barone Ada Maria |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | Cham : , : Palgrave Macmillan, , [2023] |
| Descrizione fisica | 1 online resource (xiii,127 pages) : illustrations |
| Disciplina | 658.80028563 |
| Soggetto topico |
Customer services - Technological innovations
Artificial intelligence - Marketing applications |
| Soggetto non controllato |
BUSINESS & ECONOMICS / Consumer Behavior
BUSINESS & ECONOMICS / Customer Relations BUSINESS & ECONOMICS / Management Science BUSINESS & ECONOMICS / E-Commerce / Online Trading |
| ISBN | 9783031487927 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Chapter 1. Introduction -- 1. A brief guide to artificial intelligence -- 2. Key artificial intelligence technologies along the customer journey -- 2.1. AI-powered self-service technologies -- 2.2. Chatbots -- 2.3. Voice assistants -- 2.4. Service robots -- 2.5. Augmented reality -- 2.6. Virtual reality -- 3. A new framework for modelling artificial intelligence technologies along the customer journey -- 3.1. Study design and procedure -- 3.2. Study results -- 4. A customer experience perspective on artificial intelligence -- 5. Appendix -- 6. References -- Chapter 2. AI-powered self-service technologies -- 1. Conventional vs. AI-powered SSTs: key characteristics and differences -- 2. AI-based SSTs: the rise of checkout-free and just walk out technologies -- 3. AI-powered self-service technologies along the customer journey: current applications and potential for the future -- 4. Conclusion -- 5. References -- Chapter 3. Chatbots -- 1. What are chatbots and why they are important for customer experience -- 2. The drivers of consumers's cognitive, affective, and behavioural responses to chatbots -- 2.1 Consumers⁰́₉ expectations and perceptions of chatbots -- 2.2. How to design chatbots for successful customer experiences: the role of human-like features -- 2.3 Disclosure of chatbot identity -- 3. The impact of chatbots on the customer journey: what we know so far and directions for future research -- 4. Conclusion -- 5. References -- Chapter 4. Voice Assistants -- 1. Drivers of VAs⁰́₉ adoption -- 2. Privacy concerns as a deterrent of VA adoption -- 3. The impact of voice assistants on the customer journey -- 4. Directions for future research -- 5. Conclusion -- 6. References -- Chapter 5. Robots in Retail -- 1. Service robots and their main characteristics -- 2. When and why do consumers prefer robots over human employees? -- 3. Collaboration between robots and service employees -- 4. Service robots across the customer journey -- 5. Service robots in the face of service failure -- 6. Directions for future research -- 7. Conclusion -- 8. References -- Chapter 6. Augmented Reality -- 1. Augmented reality in advertising: the power of AR in the pre-purchase stage -- 2. Augmented reality in retailing: virtual try-on applications -- 3. Augmented reality in retailing: augmented environments and product presentations -- 4. Directions for the future for augmented reality across the customer journey: business opportunities and avenues for further research -- 5. Conclusion -- 6. References -- Chapter 7. Virtual Reality and the Customer Journey -- 1. The main dimensions of virtual reality -- 2. Virtual reality experiences in the customer journey -- 3. Directions for future research -- 4. Conclusion -- 5. References -- Chapter 8. Conclusions -- 1. References -- Index. |
| Record Nr. | UNINA-9910799483503321 |
Barone Ada Maria
|
||
| Cham : , : Palgrave Macmillan, , [2023] | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Reason and less : pursuing food, sex, and politics / / Vinod Goel
| Reason and less : pursuing food, sex, and politics / / Vinod Goel |
| Autore | Goel Vinod |
| Pubbl/distr/stampa | Cambridge, Massachusetts : , : The MIT Press, , [2022] |
| Descrizione fisica | 1 online resource (354 pages) |
| Disciplina | 153.4/3 |
| Collana | The MIT Press |
| Soggetto topico |
Decision making
Reasoning Logic Cognitive neuroscience |
| Soggetto non controllato |
PSYCHOLOGY / Cognitive Neuroscience & Cognitive Neuropsychology
SCIENCE / Life Sciences / Neuroscience BUSINESS & ECONOMICS / Consumer Behavior |
| ISBN |
0-262-36970-2
0-262-36245-7 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910576890603321 |
|
Goel Vinod
|
||
| Cambridge, Massachusetts : , : The MIT Press, , [2022] | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||