The DOI matches its Crossref record; 89 of the 89 references it cites were found in a registry or an index.
Linking AI quality performance and customer engagement: The moderating effect of AI preference
Open accessAbstract
Abstract Drawing upon affordance theory, this study positions artificial intelligence (AI) as a commercial service in examining its influence on customer engagement in the hotel context. In particular, we seek to understand linkages between customer perceptions of AI service quality, AI customer satisfaction and engagement. Given the multiplicity of services offered by service organisations, customers’ preference for AI service is modelled as a moderator of customer perceptions and attitudes towards AI. Data was collected from a sample of hotel customers in Australia who had previously used AI tools or services. Our results reveal a significant chain effect between AI service indicators, service quality perceptions, AI satisfaction and customer engagement. AI preference has a significant moderation effect on information quality and satisfaction. These findings provide new insights into the consumer services literature and have important implications for marketing practitioners.
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Cited by
Cheng, X., Zhang, X., Cohen, J., & Mou, J. (2022) · Information Processing & Management · doi:10.1016/j.ipm.2022.102940 · Cited by 536
Jin, S. V., & Youn, S. (2023) · International Journal of Human–Computer Interaction · doi:10.1080/10447318.2022.2129277 · Cited by 201
Hassan, N., Abdelraouf, M., & El-Shihy, D. (2025) · Future Business Journal · doi:10.1186/s43093-025-00476-z · Cited by 96
Rizomyliotis, I., Kastanakis, M. N., Giovanis, A., Konstantoulaki, K., & Kostopoulos, I. (2022) · Journal of Business Research · doi:10.1016/j.jbusres.2022.08.035 · Cited by 85
Huang, Y., & Huang, H. (2025) · International Journal of Human–Computer Interaction · doi:10.1080/10447318.2024.2426029 · Cited by 58
Metadata
- Authors
- Prentice, C., Weaven, S., & Wong, I. A.
- Venue
- International Journal of Hospitality Management
- Publisher
- Elsevier BV
- Published
- 2020-09
- Volume
- 90
- Pages
- 102629
- ISSN
- 0278-4319 (ISSN-L)
- OpenAlex
- W3042622118
- Cited by
- 303
- References
- 89
- FWCI
- 10.32
- Type
- journal article
- Language
- en
- Open access
- green
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
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