Abstract
The fast-changing consumer preferences develop a competitive environment for the product and services because consumer e-satisfaction/services (well-being) is essential for developing business strategies to improve customer technological well-being. Developing a linkage from human social interaction, the concept of consumer trust provides a valid reason for measuring and identifying the relationship between humans and AI-driven technological transformation. However, many consumer studies do not discuss AI-driven service quality parameters. Therefore, this chapter presents various customer service quality expectations and their relevance to the AI-enabled business environment. It highlights the connection between the technology acceptance model and trust-commitment theory for improving customer experiences with technology uses. Although currently, most consumers spend more time with digital technologies and looking for personalized recommendation systems through digital service agents (chatbots and other AI-enabled tools). Still, the trust and commitment provided by the technology is a real challenge for the retailer and customers. The chapter also explains the future research scope for future research to extend the proposed linkages for greater consumer e-services.
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Kathuria, S., Rana, S. (2023). Linking Customer E-Service Quality with Artificial Intelligence-Based Business Environment. In: Sheth, J.N., Jain, V., Mogaji, E., Ambika, A. (eds) Artificial Intelligence in Customer Service. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-031-33898-4_11
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