本文系统地梳理了当前服务营销研究中关注人工智能服务的文献,首先对人工智能在服务领域的内涵和主流研究方向进行了回顾;然后以心理机制、前因变量、结果变量和调节变量的论述逻辑进行了评述,并以框架图的形式进行展示;最后,作者论述了人工智能背景下服务营销传统理论可能发生的变化,提出了人工智能的有形特征会弱化服务的无形性,人工智能服务质量的可靠性、响应性和有形性会提升,而安全性和移情性会下降等论断,为人工智能服务的研究提出了新的思路。本文的贡献在于,其一,以往的文献大多基于理论对文献进行综述,本文依据理论模型的逻辑对主要变量进行了梳理,系统框架更为完整,变量更加清晰和全面;其二,人工智能的引进使服务营销底层逻辑发生了变化,而以往文献关注较少。本文对传统服务营销理论进行了思考,论述了其可能发生的变化,为未来的研究提供了方向,以期推动人工智能服务在实践中的更好应用。
服务智能化下的顾客行为:研究述评与展望
摘要
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引用本文
杜建刚, 赵欢, 苏九如, 等. 服务智能化下的顾客行为:研究述评与展望[J]. 外国经济与管理, 2022, 44(3): 19-35.
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