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Enhancing Customer Engagement Through Artificial Intelligence Authenticity

Year: 2025

Type: article

Abstract: ABSTRACT Given the limited research on the factors and mechanisms underlying artificial intelligence (AI) authenticity, we examine its use in fostering breakthrough knowledge and enhancing customer engagement. We devised a robust model grounded in mind perception and social exchange theories, with a focus on the outcomes of AI authenticity. Tested across 452 virtual health home stations, the findings reveal that both performance expectation and effort expectation serve as mediators between AI authenticity and customer engagement. This research provides managers with comprehensive insights into the defining attributes and operational mechanics of AI authenticity, thereby highlighting its critical importance in boosting customer engagement.

Source: Journal of Product Innovation Management

DOI: 10.1111/jpim.70008

Authors: Pantea Foroudi, Matthew J. Robson, Reza Marvi, Stavroula Spyropoulou

Institutions: Brunel University of London, Cardiff University, Aston University, University of Birmingham, University of Leeds

Language: English

Topic: AI in Service Interactions

Subfield: Artificial Intelligence

Field: Computer Science

Domain: Physical Sciences

Open Access status: hybrid

Estimated APC paid: $3,400

OpenAlex ID: W4414585996

FWCI: 2.886

Cites: 116

Cited by: 7

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