{"id":"https://openalex.org/W4289830451","doi":"https://doi.org/10.4337/9781800371637.00032","title":"Role of AI in enhancing customer engagement, loyalty and loyalty programme performance","display_name":"Role of AI in enhancing customer engagement, loyalty and loyalty programme performance","publication_year":2022,"publication_date":"2022-07-19","ids":{"openalex":"https://openalex.org/W4289830451","doi":"https://doi.org/10.4337/9781800371637.00032"},"language":"en","primary_location":{"id":"doi:10.4337/9781800371637.00032","doi":"https://doi.org/10.4337/9781800371637.00032","is_oa":false,"landing_page_url":"https://doi.org/10.4337/9781800371637.00032","pdf_url":null,"source":{"id":"https://openalex.org/S4306463223","display_name":"Edward Elgar Publishing eBooks","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310320353","host_organization_name":"Edward Elgar Publishing","host_organization_lineage":["https://openalex.org/P4310320353"],"host_organization_lineage_names":["Edward Elgar Publishing"],"type":"ebook platform"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Handbook of Research on Customer Loyalty","raw_type":"book-chapter"},"volume":{"id":"https://openalex.org/W4289767692","display_name":"Handbook of Research on Customer Loyalty"},"type":"book-chapter","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5039463249","display_name":"Choukri Menidjel","orcid":"https://orcid.org/0000-0001-8510-800X","observed_orcids":["https://orcid.org/0000-0001-8510-800X"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Choukri Menidjel","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5068350949","display_name":"Linda D. Hollebeek","orcid":"https://orcid.org/0000-0002-1282-0319","observed_orcids":["https://orcid.org/0000-0002-1282-0319"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Linda D. Hollebeek","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5083754241","display_name":"Anu Leppiman","orcid":"https://orcid.org/0000-0002-3589-4759","observed_orcids":["https://orcid.org/0000-0002-3589-4759"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Anu Leppiman","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5042101361","display_name":"Iivi Riivits-Arkonsuo","orcid":"https://orcid.org/0000-0002-9567-0386","observed_orcids":["https://orcid.org/0000-0002-9567-0386"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Iivi Riivits-Arkonsuo","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":6.864,"has_fulltext":false,"cited_by_count":14,"citation_normalized_percentile":{"value":0.97105005,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":99},"biblio":{"volume":null,"issue":null,"first_page":"316","last_page":"331"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.7567999958992004,"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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.7567999958992004,"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/T12128","display_name":"AI in Service Interactions","score":0.2222999930381775,"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/T10609","display_name":"Digital Marketing and Social Media","score":0.007400000002235174,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"artificial intelligence","score":0.9620000123977661},{"id":"https://openalex.org/keywords/customer-engagement","display_name":"customer engagement","score":0.8389999866485596},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":1.0},{"id":"https://openalex.org/keywords/loyalty-programs","display_name":"loyalty programs","score":0.9139999747276306},{"id":"https://openalex.org/keywords/loyalty-program-effectiveness","display_name":"loyalty program effectiveness","score":0.8790000081062317},{"id":"https://openalex.org/keywords/consumer-behavior","display_name":"consumer behavior","score":0.7059999704360962},{"id":"https://openalex.org/keywords/customer-relationships","display_name":"customer relationships","score":0.4909999966621399}],"concepts":[{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.8159201145172119},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.6736442446708679},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.543221116065979},{"id":"https://openalex.org/C122980154","wikidata":"https://www.wikidata.org/wiki/Q205555","display_name":"Feeling","level":2,"score":0.5095265507698059},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4679113030433655},{"id":"https://openalex.org/C46686674","wikidata":"https://www.wikidata.org/wiki/Q466303","display_name":"Boosting (machine learning)","level":2,"score":0.447226881980896},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.4161004424095154},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3850756287574768},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.3820968568325043},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.37642771005630493},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.35107746720314026},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.2875962257385254},{"id":"https://openalex.org/C95457728","wikidata":"https://www.wikidata.org/wiki/Q309","display_name":"History","level":0,"score":0.06103971600532532},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.0},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.4337/9781800371637.00032","doi":"https://doi.org/10.4337/9781800371637.00032","is_oa":false,"landing_page_url":"https://doi.org/10.4337/9781800371637.00032","pdf_url":null,"source":{"id":"https://openalex.org/S4306463223","display_name":"Edward Elgar Publishing eBooks","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310320353","host_organization_name":"Edward Elgar Publishing","host_organization_lineage":["https://openalex.org/P4310320353"],"host_organization_lineage_names":["Edward Elgar Publishing"],"type":"ebook platform"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Handbook of Research on Customer Loyalty","raw_type":"book-chapter"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W4413360808","https://openalex.org/W7207690647","https://openalex.org/W4413919497","https://openalex.org/W7126277320","https://openalex.org/W7126033976","https://openalex.org/W6930731340","https://openalex.org/W7152430439","https://openalex.org/W7131285748","https://openalex.org/W3036356806","https://openalex.org/W7203833946"],"abstract_inverted_index":{"Despite":[0],"the":[1,19,37,47,58,109,120],"widespread":[2],"use":[3],"of":[4,22,39,60,112,132],"loyalty":[5],"programs":[6],"(LPs),":[7],"they":[8,15],"are":[9,136],"often":[10],"not":[11],"as":[12,14],"effective":[13],"should":[16],"be.":[17],"Given":[18],"growing":[20],"role":[21,38,59,102],"artificial":[23],"intelligence":[24],"(AI;":[25],"e.g.,":[26],"robotics)":[27],"in":[28,41,46,62,87,103,148],"interpreting":[29],"and":[30,67,77,84,114,124,155],"shaping":[31],"consumer":[32],"behavior,":[33],"this":[34],"study":[35],"investigates":[36],"AI":[40,61,79,98,113],"boosting":[42],"customer":[43,65,85,153],"engagement":[44],"(CE)":[45],"LP":[48,68,91,105,156],"context.":[49],"Specifically,":[50],"we":[51],"develop":[52],"a":[53,100],"conceptual":[54],"model":[55],"that":[56,72,97],"explains":[57],"affecting":[63],"CE,":[64,152],"loyalty,":[66,86,154],"effectiveness.":[69,106,157],"We":[70,127],"propose":[71],"mechanical":[73],"AI,":[74,76],"thinking":[75],"feeling":[78],"typically":[80],"yield":[81],"enhanced":[82],"CE":[83,125],"turn":[88,149],"generating":[89],"improved":[90],"performance.":[92],"Overall,":[93],"our":[94,116],"findings":[95],"suggest":[96],"plays":[99],"key":[101],"improving":[104],"By":[107],"addressing":[108],"theoretical":[110],"interface":[111],"LPs,":[115,134],"analyses":[117],"add":[118],"to":[119,138,151],"emerging":[121],"LP-,":[122],"AI-,":[123],"literature.":[126],"also":[128],"illuminate":[129],"managerial":[130],"implications":[131],"AI-based":[133],"which":[135],"able":[137],"cultivate":[139],"more":[140],"personal":[141],"client":[142],"relationships":[143],"(e.g.,":[144],"through":[145],"customized":[146],"rewards),":[147],"contributing":[150]},"counts_by_year":[{"year":2026,"cited_by_count":6},{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":1}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2022-08-05T00:00:00"}
