Use of Artificial Intelligence (AI) Applications in Services Marketing and Management

This presentation will provide an overview of artificial intelligence (AI) applications in service industries and discuss the drivers of artificially intelligent robots/devices use in service experience creation and delivery process. The differences between AI robots/devices and traditional technology will be discussed. Findings of a number of studies that investigated the effects of such factors as service type, value seeking, anthropomorphism, emotional intelligence similarity, use of verbal vs non-verbal cues on consumers attitudes and behaviors towards AI devices will also be discussed. The presentation will conclude with a discussion on challenges faced by companies and consumer in adopting AI devices in service experience creation and future research direction.