Overview
- Integrates emotional intelligence and artificial intelligence to discuss their impact on organizations
- Conceptualizes artificial and emotional intelligence as commercial services
- Is suitable for business practitioners and academics in service, marketing, HRM, and IT
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Table of contents (11 chapters)
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Front Matter
Keywords
About this book
This book is structured as follows. Chapters 2 and 3 demystify emotional and artificial intelligence, from different perspectives, including conceptualisations, the history and evolution of the concepts, how they function and where they can apply to. These discussions help readers understand what exactly these two intelligences are. Chapters 4 and 5 analyse how emotional intelligence is related to employees and customers, respectively, with a focus on service organisations. Chapters 6–8 are dedicated to anatomising AI and how it is operationalised as a service to influence employees and customers. Specifically, viewing AI as a service, Chapter 6 examines the impact of AI service quality and how it is related to employee service quality. Chapter 7 analyses the influence of AI service quality on customers. Based on the discussion in Chapters 6 and 7, Chapter 8 is extended to develop a scale to measure such AI service, named AI service quality.
The last three chapters of this book integrate EI and AI to analyse their respective impacts on employees and customers. Chapter 9 proposes EI as a moderator of AI, whereas Chapter 10 proposes AI as a moderator of EI. Chapter 11 employs service profit chain to integrate EI and AI in the chain relationship to understand their effects on both employees and customers. This chapter broadly covers the service industry with a focus on tourism and hospitality sector. The discussion on the impact of EI and AI is complemented with empirical studies conducted in tourism or hospitality context to address their effects in these sectors.
Authors and Affiliations
About the author
Professor Catherine Prentice is a Professor of Marketing, Head of Marketing Discipline, University of Southern Queensland, Australia, the director of Asia Pacific Association for Gambling Studies and a founding committee of New Silk Road World Forum. Prior to her academic career, Catherine had worked in various industries for over a decade as a business owner of 12 medical clinics, travel agency, restaurants as well as a senior corporate executive at one of the largest corporations in Asia Pacific. She has published extensively in top-tier marketing and management journals. Her main research interests include artificial intelligence, emotional intelligence, service research, consumer psychology, consumer behaviours, branding, services and relationship marketing, and gambling studies. She currently serves as Associate Editor of several Q1 journals and an editorial member of over a dozen of Q1 journals.
Bibliographic Information
Book Title: Leveraging Emotional and Artificial Intelligence for Organisational Performance
Authors: Catherine Prentice
DOI: https://doi.org/10.1007/978-981-99-1865-2
Publisher: Springer Singapore
eBook Packages: Computer Science, Computer Science (R0)
Copyright Information: The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd. 2023
Hardcover ISBN: 978-981-99-1864-5Published: 12 May 2023
Softcover ISBN: 978-981-99-1867-6Published: 13 May 2024
eBook ISBN: 978-981-99-1865-2Published: 11 May 2023
Edition Number: 1
Number of Pages: IX, 176
Number of Illustrations: 7 b/w illustrations, 8 illustrations in colour
Topics: Artificial Intelligence, Organization, Knowledge Management, Business Ethics