Engaging consumers through artificially intelligent technologies: Systematic review, conceptual model, and further research
(2024) In Psychology and Marketing- Abstract
- While consumer engagement (CE) in the context of artificially intelligent (AI-based) technologies (e.g., chatbots, smart products, voice assistants, or autonomous cars) is gaining traction, the themes characterizing this emerging, interdisciplinary corpus of work remain indeterminate, exposing an important literature-based gap. Addressing this gap, we conduct a systematic review of 89 studies using the Preferred Reporting Items for Systematic reviews and Meta-Analyses (PRISMA) approach to synthesize the AI-based CE literature. Our review yields three major themes of AI-based CE, including (i) Increasingly accurate service provision through AI-based CE; (ii) Capacity of AI-based CE to (co)create consumer-perceived value, and (iii) AI-based... (More)
- While consumer engagement (CE) in the context of artificially intelligent (AI-based) technologies (e.g., chatbots, smart products, voice assistants, or autonomous cars) is gaining traction, the themes characterizing this emerging, interdisciplinary corpus of work remain indeterminate, exposing an important literature-based gap. Addressing this gap, we conduct a systematic review of 89 studies using the Preferred Reporting Items for Systematic reviews and Meta-Analyses (PRISMA) approach to synthesize the AI-based CE literature. Our review yields three major themes of AI-based CE, including (i) Increasingly accurate service provision through AI-based CE; (ii) Capacity of AI-based CE to (co)create consumer-perceived value, and (iii) AI-based CE's reduced consumer effort in their task execution. We also develop a conceptual model that proposes the AI-based CE antecedents of personal, technological, interactional, social, and situational factors, and the AI-based CE consequences of consumer-based, firm-based, and human-AI collaboration outcomes. We conclude by offering pertinent implications for theory development (e.g., by offering future research questions derived from the proposed themes of AI-based CE) and practice (e.g., by reducing consumer-perceived costs of their brand/firm interactions). (Less)
Please use this url to cite or link to this publication:
https://lup.lub.lu.se/record/0c0928f4-9245-4636-8691-1786169e5a5c
- author
- Hollebeek, Linda LU ; Menidjel, Choukri ; Sarstedt, Marko ; Jansson, Johan and Urbonavicius, Sigitas
- organization
- publishing date
- 2024-01-04
- type
- Contribution to journal
- publication status
- epub
- subject
- keywords
- artificial intelligence, consumer engagement, PRISMA, systematic review
- in
- Psychology and Marketing
- publisher
- Wiley
- external identifiers
-
- scopus:85181493334
- ISSN
- 0742-6046
- DOI
- 10.1002/mar.21957
- project
- Lund Brand Management Group
- language
- English
- LU publication?
- yes
- id
- 0c0928f4-9245-4636-8691-1786169e5a5c
- date added to LUP
- 2024-01-09 11:44:19
- date last changed
- 2024-02-08 16:27:19
@article{0c0928f4-9245-4636-8691-1786169e5a5c,
abstract = {{While consumer engagement (CE) in the context of artificially intelligent (AI-based) technologies (e.g., chatbots, smart products, voice assistants, or autonomous cars) is gaining traction, the themes characterizing this emerging, interdisciplinary corpus of work remain indeterminate, exposing an important literature-based gap. Addressing this gap, we conduct a systematic review of 89 studies using the Preferred Reporting Items for Systematic reviews and Meta-Analyses (PRISMA) approach to synthesize the AI-based CE literature. Our review yields three major themes of AI-based CE, including (i) Increasingly accurate service provision through AI-based CE; (ii) Capacity of AI-based CE to (co)create consumer-perceived value, and (iii) AI-based CE's reduced consumer effort in their task execution. We also develop a conceptual model that proposes the AI-based CE antecedents of personal, technological, interactional, social, and situational factors, and the AI-based CE consequences of consumer-based, firm-based, and human-AI collaboration outcomes. We conclude by offering pertinent implications for theory development (e.g., by offering future research questions derived from the proposed themes of AI-based CE) and practice (e.g., by reducing consumer-perceived costs of their brand/firm interactions).}},
author = {{Hollebeek, Linda and Menidjel, Choukri and Sarstedt, Marko and Jansson, Johan and Urbonavicius, Sigitas}},
issn = {{0742-6046}},
keywords = {{artificial intelligence; consumer engagement; PRISMA; systematic review}},
language = {{eng}},
month = {{01}},
publisher = {{Wiley}},
series = {{Psychology and Marketing}},
title = {{Engaging consumers through artificially intelligent technologies: Systematic review, conceptual model, and further research}},
url = {{http://dx.doi.org/10.1002/mar.21957}},
doi = {{10.1002/mar.21957}},
year = {{2024}},
}