Dynamic Interaction or Ethical Erosion? Examining the Impacts of Generative AI-Enhanced Customer Service in the Digital Marketing Era (notice n° 1544027)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01722cam a2200217 4500500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20251012024451.0 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | fre |
| 042 ## - AUTHENTICATION CODE | |
| Authentication code | dc |
| 100 10 - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Zhong, Zeling |
| Relator term | author |
| 245 00 - TITLE STATEMENT | |
| Title | Dynamic Interaction or Ethical Erosion? Examining the Impacts of Generative AI-Enhanced Customer Service in the Digital Marketing Era |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2025.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 35 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | The integration of generative AI technologies such as large language model based agents is transforming customer service in today’s digital marketing era. The existing literature shows an increasing interest in generative AI applications for digital marketing. Nevertheless, empirical insights into how generative AI-enhanced customer service affects ethical attitudes and consumer use intentions are still insufficient. Our study aims to investigate how the adoption of generative AI in customer service influences customers ethical perceptions, and usage intentions. We conducted a quantitative study among French digital consumers who engaged with AI-enhanced customer service agents. Results show some key factors influencing AI-enhanced customer service agents adoption. Our findings offer empirical valuable insights into balancing generative AI-human service interactions automation efficiency with sustained customer engagement in digital marketing. |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | AI Ethics |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Customer Engagement |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Digital Customer Service |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Dynamic Interaction |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Generative Artificial Intelligence |
| 786 0# - DATA SOURCE ENTRY | |
| Note | Innovations | hors-série | HS1 | 2025-10-10 | p. 111-111 | 1267-4982 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/journal-innovations-2025-HS1-page-111?lang=en&redirect-ssocas=7080">https://shs.cairn.info/journal-innovations-2025-HS1-page-111?lang=en&redirect-ssocas=7080</a> |
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