{"id":"https://openalex.org/W4386821795","doi":"https://doi.org/10.1007/978-3-031-42622-3_55","title":"Can Artificial Intelligence-Enabled Service Interactions Improve the Perception of Service Quality?","display_name":"Can Artificial Intelligence-Enabled Service Interactions Improve the Perception of Service Quality?","publication_year":2023,"publication_date":"2023-01-01","ids":{"openalex":"https://openalex.org/W4386821795","doi":"https://doi.org/10.1007/978-3-031-42622-3_55"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-031-42622-3_55","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-031-42622-3_55","pdf_url":null,"source":{"id":"https://openalex.org/S4210185096","display_name":"IFIP advances in information and communication technology","issn_l":"1868-422X","issn":["1868-422X","1868-4238"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IFIP Advances in Information and Communication Technology","raw_type":"book-chapter"},"type":"book-chapter","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://ifip.hal.science/hal-05540632/document","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5100723747","display_name":"Li Zuo","orcid":"https://orcid.org/0000-0003-0553-0994"},"institutions":[{"id":"https://openalex.org/I21193070","display_name":"Beijing Jiaotong University","ror":"https://ror.org/01yj56c84","country_code":"CN","type":"education","lineage":["https://openalex.org/I21193070"]}],"countries":["CN"],"is_corresponding":true,"raw_author_name":"Zuo Li","raw_affiliation_strings":["School of Economics and Management, Beijing Jiaotong University, Beijing, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Economics and Management, Beijing Jiaotong University, Beijing, China","institution_ids":["https://openalex.org/I21193070"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5092893086","display_name":"Pan Mengyu","orcid":null},"institutions":[{"id":"https://openalex.org/I21193070","display_name":"Beijing Jiaotong University","ror":"https://ror.org/01yj56c84","country_code":"CN","type":"education","lineage":["https://openalex.org/I21193070"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Pan Mengyu","raw_affiliation_strings":["School of Economics and Management, Beijing Jiaotong University, Beijing, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Economics and Management, Beijing Jiaotong University, Beijing, China","institution_ids":["https://openalex.org/I21193070"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5100381169","display_name":"Feng Yao","orcid":"https://orcid.org/0000-0002-8837-6533"},"institutions":[{"id":"https://openalex.org/I21193070","display_name":"Beijing Jiaotong University","ror":"https://ror.org/01yj56c84","country_code":"CN","type":"education","lineage":["https://openalex.org/I21193070"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Feng Yao","raw_affiliation_strings":["School of Economics and Management, Beijing Jiaotong University, Beijing, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Economics and Management, Beijing Jiaotong University, Beijing, China","institution_ids":["https://openalex.org/I21193070"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5006550287","display_name":"Xiyan Lv","orcid":null},"institutions":[{"id":"https://openalex.org/I21193070","display_name":"Beijing Jiaotong University","ror":"https://ror.org/01yj56c84","country_code":"CN","type":"education","lineage":["https://openalex.org/I21193070"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Lv Xiyan","raw_affiliation_strings":["School of Economics and Management, Beijing Jiaotong University, Beijing, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Economics and Management, Beijing Jiaotong University, Beijing, China","institution_ids":["https://openalex.org/I21193070"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5100723747"],"corresponding_institution_ids":["https://openalex.org/I21193070"],"apc_list":null,"apc_paid":null,"fwci":0.5135,"has_fulltext":true,"cited_by_count":1,"citation_normalized_percentile":{"value":0.67506414,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":91,"max":95},"biblio":{"volume":null,"issue":null,"first_page":"774","last_page":"788"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9990000128746033,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9990000128746033,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9814000129699707,"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/empathy","display_name":"Empathy","score":0.7939030528068542},{"id":"https://openalex.org/keywords/reliability","display_name":"Reliability (semiconductor)","score":0.687382698059082},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.655133068561554},{"id":"https://openalex.org/keywords/perception","display_name":"Perception","score":0.6258727312088013},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.6165677309036255},{"id":"https://openalex.org/keywords/element","display_name":"Element (criminal law)","score":0.5818192362785339},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.5778087377548218},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.5767452120780945},{"id":"https://openalex.org/keywords/emotional-intelligence","display_name":"Emotional intelligence","score":0.5052700638771057},{"id":"https://openalex.org/keywords/applied-psychology","display_name":"Applied psychology","score":0.49342814087867737},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4465729594230652},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.43661969900131226},{"id":"https://openalex.org/keywords/social-psychology","display_name":"Social psychology","score":0.33794674277305603},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.2833477854728699},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.27070215344429016},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.22313809394836426},{"id":"https://openalex.org/keywords/political-science","display_name":"Political science","score":0.07003945112228394}],"concepts":[{"id":"https://openalex.org/C2779885105","wikidata":"https://www.wikidata.org/wiki/Q182263","display_name":"Empathy","level":2,"score":0.7939030528068542},{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.687382698059082},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.655133068561554},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.6258727312088013},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6165677309036255},{"id":"https://openalex.org/C200288055","wikidata":"https://www.wikidata.org/wiki/Q2621792","display_name":"Element (criminal law)","level":2,"score":0.5818192362785339},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.5778087377548218},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.5767452120780945},{"id":"https://openalex.org/C174107131","wikidata":"https://www.wikidata.org/wiki/Q191591","display_name":"Emotional intelligence","level":2,"score":0.5052700638771057},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.49342814087867737},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4465729594230652},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.43661969900131226},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.33794674277305603},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2833477854728699},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.27070215344429016},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.22313809394836426},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.07003945112228394},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"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/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C163258240","wikidata":"https://www.wikidata.org/wiki/Q25342","display_name":"Power (physics)","level":2,"score":0.0},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1007/978-3-031-42622-3_55","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-031-42622-3_55","pdf_url":null,"source":{"id":"https://openalex.org/S4210185096","display_name":"IFIP advances in information and communication technology","issn_l":"1868-422X","issn":["1868-422X","1868-4238"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IFIP Advances in Information and Communication Technology","raw_type":"book-chapter"},{"id":"pmh:oai:HAL:hal-05540632v1","is_oa":true,"landing_page_url":"https://ifip.hal.science/hal-05540632","pdf_url":"https://ifip.hal.science/hal-05540632/document","source":{"id":"https://openalex.org/S4306402512","display_name":"HAL (Le Centre pour la Communication Scientifique Directe)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I1294671590","host_organization_name":"Centre National de la Recherche Scientifique","host_organization_lineage":["https://openalex.org/I1294671590"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"24th Working Conference on Virtual Enterprises (PRO-VE), Sep 2023, Valencia, Spain. pp.774-788, ⟨10.1007/978-3-031-42622-3_55⟩","raw_type":"Conference papers"}],"best_oa_location":{"id":"pmh:oai:HAL:hal-05540632v1","is_oa":true,"landing_page_url":"https://ifip.hal.science/hal-05540632","pdf_url":"https://ifip.hal.science/hal-05540632/document","source":{"id":"https://openalex.org/S4306402512","display_name":"HAL (Le Centre pour la Communication Scientifique Directe)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I1294671590","host_organization_name":"Centre National de la Recherche Scientifique","host_organization_lineage":["https://openalex.org/I1294671590"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"24th Working Conference on Virtual Enterprises (PRO-VE), Sep 2023, Valencia, Spain. pp.774-788, ⟨10.1007/978-3-031-42622-3_55⟩","raw_type":"Conference papers"},"sustainable_development_goals":[{"display_name":"Industry, innovation and infrastructure","score":0.44999998807907104,"id":"https://metadata.un.org/sdg/9"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4386821795.pdf","grobid_xml":"https://content.openalex.org/works/W4386821795.grobid-xml"},"referenced_works_count":24,"referenced_works":["https://openalex.org/W2086670988","https://openalex.org/W2087750581","https://openalex.org/W2094013842","https://openalex.org/W2130653301","https://openalex.org/W2150563888","https://openalex.org/W2175227141","https://openalex.org/W2529872867","https://openalex.org/W2622762743","https://openalex.org/W2754831456","https://openalex.org/W2786141192","https://openalex.org/W2894528744","https://openalex.org/W2913524113","https://openalex.org/W2913916101","https://openalex.org/W2934636919","https://openalex.org/W2942858056","https://openalex.org/W2961720344","https://openalex.org/W2997061806","https://openalex.org/W3004208143","https://openalex.org/W3008828973","https://openalex.org/W3015869497","https://openalex.org/W3094793347","https://openalex.org/W3121278776","https://openalex.org/W4242554310","https://openalex.org/W4244830796"],"related_works":["https://openalex.org/W2022249999","https://openalex.org/W2790197180","https://openalex.org/W2321298859","https://openalex.org/W2623239735","https://openalex.org/W2020597600","https://openalex.org/W4205877500","https://openalex.org/W2914237138","https://openalex.org/W2894933737","https://openalex.org/W2049690772","https://openalex.org/W1578929229"],"abstract_inverted_index":null,"counts_by_year":[{"year":2025,"cited_by_count":1}],"updated_date":"2026-05-07T13:39:58.223016","created_date":"2025-10-10T00:00:00"}