{"id":"https://openalex.org/W3082622239","doi":"https://doi.org/10.1016/j.chb.2020.106548","title":"Customer experiences in the age of artificial intelligence","display_name":"Customer experiences in the age of artificial intelligence","publication_year":2020,"publication_date":"2020-09-02","ids":{"openalex":"https://openalex.org/W3082622239","doi":"https://doi.org/10.1016/j.chb.2020.106548","mag":"3082622239","pmid":"https://pubmed.ncbi.nlm.nih.gov/32905175","pmcid":"https://www.ncbi.nlm.nih.gov/pmc/articles/7463275"},"language":"en","primary_location":{"id":"doi:10.1016/j.chb.2020.106548","doi":"https://doi.org/10.1016/j.chb.2020.106548","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.chb.2020.106548","pdf_url":null,"source":{"id":"https://openalex.org/S204030396","display_name":"Computers in Human Behavior","issn_l":"0747-5632","issn":["0747-5632","1873-7692"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","dongbi-b","erih-plus","fnege-3","jufo-3","ki-jl-2","norway-1","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Computers in Human Behavior","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref","pubmed"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://www.ncbi.nlm.nih.gov/pmc/articles/7463275","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5073093082","display_name":"Nisreen Ameen","orcid":"https://orcid.org/0000-0002-1794-9103","observed_orcids":["https://orcid.org/0000-0002-1794-9103"]},"institutions":[{"id":"https://openalex.org/I184558857","display_name":"Royal Holloway University of London","ror":"https://ror.org/04g2vpn86","country_code":"GB","type":"education","lineage":["https://openalex.org/I124357947","https://openalex.org/I184558857"]}],"countries":["GB"],"is_corresponding":true,"raw_author_name":"Nisreen Ameen","raw_affiliation_strings":["School of Business and Management, Royal Holloway, University of London, London, United Kingdom"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Business and Management, Royal Holloway, University of London, London, United Kingdom","institution_ids":["https://openalex.org/I184558857"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5047052011","display_name":"Ali Tarhini","orcid":"https://orcid.org/0000-0002-8698-1764","observed_orcids":["https://orcid.org/0000-0002-8698-1764"]},"institutions":[{"id":"https://openalex.org/I47818738","display_name":"Sultan Qaboos University","ror":"https://ror.org/04wq8zb47","country_code":"OM","type":"education","lineage":["https://openalex.org/I47818738"]}],"countries":["OM"],"is_corresponding":false,"raw_author_name":"Ali Tarhini","raw_affiliation_strings":["Department of Information Systems, Sultan Qaboos University, Muscat, Oman"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Information Systems, Sultan Qaboos University, Muscat, Oman","institution_ids":["https://openalex.org/I47818738"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5073047116","display_name":"Alexander E. Reppel","orcid":"https://orcid.org/0000-0002-7141-9373","observed_orcids":["https://orcid.org/0000-0002-7141-9373"]},"institutions":[{"id":"https://openalex.org/I184558857","display_name":"Royal Holloway University of London","ror":"https://ror.org/04g2vpn86","country_code":"GB","type":"education","lineage":["https://openalex.org/I124357947","https://openalex.org/I184558857"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Alexander Reppel","raw_affiliation_strings":["School of Business and Management, Royal Holloway, University of London, London, United Kingdom"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Business and Management, Royal Holloway, University of London, London, United Kingdom","institution_ids":["https://openalex.org/I184558857"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5048493774","display_name":"Amitabh Anand","orcid":"https://orcid.org/0000-0001-6649-6422","observed_orcids":["https://orcid.org/0000-0001-6649-6422"]},"institutions":[{"id":"https://openalex.org/I181418319","display_name":"SKEMA Business School","ror":"https://ror.org/036h8vg94","country_code":"FR","type":"education","lineage":["https://openalex.org/I181418319"]},{"id":"https://openalex.org/I201841394","display_name":"Universit\u00e9 C\u00f4te d'Azur","ror":"https://ror.org/019tgvf94","country_code":"FR","type":"education","lineage":["https://openalex.org/I201841394"]},{"id":"https://openalex.org/I4210096615","display_name":"Groupe de Recherche en Droit, \u00c9conomie, Gestion","ror":"https://ror.org/00rfccx09","country_code":"FR","type":"facility","lineage":["https://openalex.org/I1294671590","https://openalex.org/I201841394","https://openalex.org/I4210088668","https://openalex.org/I4210096615","https://openalex.org/I4210150854"]}],"countries":["FR"],"is_corresponding":false,"raw_author_name":"Amitabh Anand","raw_affiliation_strings":["SKEMA Business School, Universit\u00e9 C\u00f4te d'Azur, GREDEG, France"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"SKEMA Business School, Universit\u00e9 C\u00f4te d'Azur, GREDEG, France","institution_ids":["https://openalex.org/I181418319","https://openalex.org/I201841394","https://openalex.org/I4210096615"]}]}],"institutions":[],"countries_distinct_count":3,"institutions_distinct_count":5,"corresponding_author_ids":["https://openalex.org/A5073093082"],"corresponding_institution_ids":["https://openalex.org/I184558857"],"apc_list":{"value":2050,"currency":"USD","value_usd":2050},"apc_paid":null,"fwci":53.79,"has_fulltext":false,"cited_by_count":1134,"citation_normalized_percentile":{"value":0.99911021,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":100},"biblio":{"volume":"114","issue":null,"first_page":"106548","last_page":"106548"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9951000213623047,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9951000213623047,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.004800000227987766,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"artificial intelligence","score":0.8429999947547913},{"id":"https://openalex.org/keywords/customer-experience","display_name":"customer experience","score":0.8989999890327454},{"id":"https://openalex.org/keywords/trust","display_name":"trust","score":0.5950000286102295},{"id":"https://openalex.org/keywords/perceived-sacrifice","display_name":"perceived sacrifice","score":0.9319999814033508},{"id":"https://openalex.org/keywords/relationship-commitment","display_name":"relationship commitment","score":0.9300000071525574},{"id":"https://openalex.org/keywords/perceived-convenience","display_name":"perceived convenience","score":0.8019999861717224},{"id":"https://openalex.org/keywords/personalization","display_name":"personalization","score":0.9980000257492065},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.902999997138977},{"id":"https://openalex.org/keywords/cosmetic-brands","display_name":"cosmetics brands","score":0.621999979019165},{"id":"https://openalex.org/keywords/online-shopping","display_name":"online shopping","score":0.652999997138977},{"id":"https://openalex.org/keywords/mediating-effect","display_name":"mediating effect","score":0.5410000085830688}],"concepts":[{"id":"https://openalex.org/C183003079","wikidata":"https://www.wikidata.org/wiki/Q1000371","display_name":"Personalization","level":2,"score":0.7125729322433472},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.6768431067466736},{"id":"https://openalex.org/C2985250679","wikidata":"https://www.wikidata.org/wiki/Q984142","display_name":"Customer experience","level":2,"score":0.5155429840087891},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4963744282722473},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.48503392934799194},{"id":"https://openalex.org/C120936955","wikidata":"https://www.wikidata.org/wiki/Q2155640","display_name":"Empirical research","level":2,"score":0.4694373607635498},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.46826890110969543},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.46659043431282043},{"id":"https://openalex.org/C2776134716","wikidata":"https://www.wikidata.org/wiki/Q179723","display_name":"Sacrifice","level":2,"score":0.4660305678844452},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.43773573637008667},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.4312690794467926},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.4218613803386688},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4182608425617218},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.41478031873703003},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.38002505898475647},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.09494403004646301},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.0},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0},{"id":"https://openalex.org/C95457728","wikidata":"https://www.wikidata.org/wiki/Q309","display_name":"History","level":0,"score":0.0}],"mesh":[],"locations_count":4,"locations":[{"id":"doi:10.1016/j.chb.2020.106548","doi":"https://doi.org/10.1016/j.chb.2020.106548","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.chb.2020.106548","pdf_url":null,"source":{"id":"https://openalex.org/S204030396","display_name":"Computers in Human Behavior","issn_l":"0747-5632","issn":["0747-5632","1873-7692"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","dongbi-b","erih-plus","fnege-3","jufo-3","ki-jl-2","norway-1","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Computers in Human Behavior","raw_type":"journal-article"},{"id":"pmh:oai:pubmedcentral.nih.gov:7463275","doi":null,"is_oa":true,"landing_page_url":"https://www.ncbi.nlm.nih.gov/pmc/articles/7463275","pdf_url":null,"source":{"id":"https://openalex.org/S2764455111","display_name":"PubMed Central","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1299303238","host_organization_name":"National Institutes of Health","host_organization_lineage":["https://openalex.org/I1299303238"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Comput Human Behav","raw_type":"Text"},{"id":"pmid:32905175","doi":null,"is_oa":false,"landing_page_url":"https://pubmed.ncbi.nlm.nih.gov/32905175","pdf_url":null,"source":{"id":"https://openalex.org/S4306525036","display_name":"PubMed","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1299303238","host_organization_name":"National Institutes of Health","host_organization_lineage":["https://openalex.org/I1299303238"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Computers in human behavior","raw_type":"Journal Article"},{"id":"pmh:oai:HAL:halshs-03045430v1","doi":null,"is_oa":false,"landing_page_url":"https://shs.hal.science/halshs-03045430","pdf_url":null,"source":{"id":"https://openalex.org/S4306402512","display_name":"HAL","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4405252976","host_organization_name":"Centre pour la Communication Scientifique Directe","host_organization_lineage":["https://openalex.org/I4405252976"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Computers in Human Behavior, 2021, 114, pp.106548. ⟨10.1016/j.chb.2020.106548⟩","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":{"id":"pmh:oai:pubmedcentral.nih.gov:7463275","doi":null,"is_oa":true,"landing_page_url":"https://www.ncbi.nlm.nih.gov/pmc/articles/7463275","pdf_url":null,"source":{"id":"https://openalex.org/S2764455111","display_name":"PubMed Central","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1299303238","host_organization_name":"National Institutes of Health","host_organization_lineage":["https://openalex.org/I1299303238"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Comput Human Behav","raw_type":"Text"},"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":115,"referenced_works":["https://openalex.org/W984401783","https://openalex.org/W1483452369","https://openalex.org/W1498502445","https://openalex.org/W1551700376","https://openalex.org/W1584969536","https://openalex.org/W1592080669","https://openalex.org/W1664635432","https://openalex.org/W1971440513","https://openalex.org/W1979522819","https://openalex.org/W1985926185","https://openalex.org/W1998079575","https://openalex.org/W2006180739","https://openalex.org/W2006460222","https://openalex.org/W2006681677","https://openalex.org/W2012376547","https://openalex.org/W2017613618","https://openalex.org/W2019511603","https://openalex.org/W2022214920","https://openalex.org/W2023860446","https://openalex.org/W2026510197","https://openalex.org/W2032341482","https://openalex.org/W2034722629","https://openalex.org/W2038702827","https://openalex.org/W2046752514","https://openalex.org/W2047273915","https://openalex.org/W2047324373","https://openalex.org/W2050347192","https://openalex.org/W2055077282","https://openalex.org/W2072768782","https://openalex.org/W2084963271","https://openalex.org/W2086096348","https://openalex.org/W2091561061","https://openalex.org/W2092436123","https://openalex.org/W2094760913","https://openalex.org/W2097118035","https://openalex.org/W2099979943","https://openalex.org/W2100043458","https://openalex.org/W2101226012","https://openalex.org/W2104882046","https://openalex.org/W2105846236","https://openalex.org/W2106096361","https://openalex.org/W2106772961","https://openalex.org/W2111652250","https://openalex.org/W2116955358","https://openalex.org/W2116986118","https://openalex.org/W2120535949","https://openalex.org/W2121967685","https://openalex.org/W2131568786","https://openalex.org/W2135226325","https://openalex.org/W2137247419","https://openalex.org/W2141975087","https://openalex.org/W2144283632","https://openalex.org/W2144336601","https://openalex.org/W2153674408","https://openalex.org/W2160251866","https://openalex.org/W2167789787","https://openalex.org/W2170551713","https://openalex.org/W2171666482","https://openalex.org/W2182026325","https://openalex.org/W2264569405","https://openalex.org/W2280321044","https://openalex.org/W2312233113","https://openalex.org/W2341843588","https://openalex.org/W2346207770","https://openalex.org/W2403510908","https://openalex.org/W2409967218","https://openalex.org/W2410789486","https://openalex.org/W2422895071","https://openalex.org/W2521107091","https://openalex.org/W2526763399","https://openalex.org/W2583131501","https://openalex.org/W2595502211","https://openalex.org/W2606301176","https://openalex.org/W2624947305","https://openalex.org/W2735245502","https://openalex.org/W2770278733","https://openalex.org/W2770853656","https://openalex.org/W2777677018","https://openalex.org/W2784055145","https://openalex.org/W2784128768","https://openalex.org/W2796755741","https://openalex.org/W2802723162","https://openalex.org/W2808081258","https://openalex.org/W2886380919","https://openalex.org/W2895125345","https://openalex.org/W2896059243","https://openalex.org/W2900116748","https://openalex.org/W2901318115","https://openalex.org/W2910710346","https://openalex.org/W2938770898","https://openalex.org/W2938987750","https://openalex.org/W2942968409","https://openalex.org/W2945580743","https://openalex.org/W2950834660","https://openalex.org/W2951280825","https://openalex.org/W2951648820","https://openalex.org/W2955798658","https://openalex.org/W2967555462","https://openalex.org/W2969625533","https://openalex.org/W2970526411","https://openalex.org/W2979906316","https://openalex.org/W2981602967","https://openalex.org/W2987637913","https://openalex.org/W3003278301","https://openalex.org/W3005445327","https://openalex.org/W3021948815","https://openalex.org/W3144406692","https://openalex.org/W4235678817","https://openalex.org/W4235804971","https://openalex.org/W4241421681","https://openalex.org/W4243342770","https://openalex.org/W4250257380","https://openalex.org/W4389049946","https://openalex.org/W6681388592","https://openalex.org/W6987325004"],"related_works":["https://openalex.org/W4293212216","https://openalex.org/W4411010728","https://openalex.org/W4393979413","https://openalex.org/W4396886699","https://openalex.org/W4399018149","https://openalex.org/W4385352059","https://openalex.org/W4412067682","https://openalex.org/W4409149638","https://openalex.org/W4413241430","https://openalex.org/W3158507983"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":278},{"year":2025,"cited_by_count":322},{"year":2024,"cited_by_count":257},{"year":2023,"cited_by_count":141},{"year":2022,"cited_by_count":87},{"year":2021,"cited_by_count":48},{"year":2020,"cited_by_count":1}],"updated_date":"2026-11-08T12:12:28.789561","created_date":"2020-09-08T00:00:00"}