Abstract
The service environment is increasingly seeing the adoption of artificial intelligence service agents (AISA) for the provision of service to consumers. AISA are autonomous human-like technology service agents powered by AI. Examples of AISA include chatbots, virtual assistants and service robots. AISA can come in a range of virtual and physical forms and may be designed by organizations to serve utilitarian and hedonic needs. With AISA, consumers form a set of service quality expectations unique to the AISA service environment. The use of AISA can benefit the service firm’s bottom line and the consumer’s subjective well-being.
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Reference Module in Social Sciences
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2
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Elsevier
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DOI
10.1016/B978-0-443-13701-3.00264-4