Alfalih Abdullah Abdulmohsen
Department of Business Administration, College of Business Administration, Majmaah University, Al-Majmaah, 11952 Saudi Arabia.
J Innov Entrep. 2022;11(1):32. doi: 10.1186/s13731-022-00222-7. Epub 2022 Mar 5.
The adoption and use of artificial intelligence, and the application of this concept through the development and implementation of intelligent automation is not considered simply as an option, but rather as an obligation in current times, due to the considerable change caused by the COVID 19 pandemic and responses to it. This study is an attempt to more thoroughly understand and clarify how the adoption of such intelligent automation can work to improve customer engagement in the food and restaurant domain. To attend to this objective, a theoretical framework is developed and tested based on an integrative approach of determinants of customer engagement through artificial intelligence to increase trust levels when intelligent automation is used. This paper will contribute to the construction of a matrix of customer engagement based on the different steps identified in the customer engagement cycle, and build a co-constructive and dynamic model of customer engagement in relation to mutual' trust and intelligent automation.
由于新冠疫情及其应对措施带来的巨大变化，采用和使用人工智能，并通过开发和实施智能自动化来应用这一概念，在当前已不再仅仅被视为一种选择，而是一项义务。本研究旨在更全面地理解和阐明这种智能自动化的采用如何能够提高食品和餐饮领域的客户参与度。为实现这一目标，基于人工智能影响客户参与度的决定因素的综合方法，开发并测试了一个理论框架，以提高使用智能自动化时的信任水平。本文将基于客户参与周期中确定的不同步骤，为构建客户参与矩阵做出贡献，并建立一个与相互信任和智能自动化相关的客户参与的共同构建和动态模型。
