000126918 001__ 126918
000126918 005__ 20241125101135.0
000126918 0247_ $$2doi$$a10.1007/s11628-023-00527-x
000126918 0248_ $$2sideral$$a134366
000126918 037__ $$aART-2023-134366
000126918 041__ $$aeng
000126918 100__ $$aAkdim, K$$uUniversidad de Zaragoza
000126918 245__ $$aPerceived value of AI-based recommendations¿ service: the case of voice assistants
000126918 260__ $$c2023
000126918 5060_ $$aAccess copy available to the general public$$fUnrestricted
000126918 5203_ $$aThe application of artificial intelligence in services is continuously spreading. In particular, one of the most important recent trends is the development of virtual assistants, more particularly; voice assistants, which provide consumers with various services (e.g. information, music) and with product and service recommendations based on their preferences. There is a need to understand how valuable these recommendations are for consumers. This study contributes to the emerging body of research into consumers’ use of the recommendations that voice assistants make in three key ways: (1) by analysing the roles of the benefits (i.e. convenience, compatibility, personalisation) they derive and costs they expend (i.e. cognitive effort, intrusiveness) in the value creation process related to voice assistants’ recommendations; (2) by evaluating the effect of social presence (the key voice assistant feature) on perceived value of voice assistants’ recommendations, through the benefits and costs associated with voice assistants and (3) by determining how the perceived value of voice assistants’ recommendations affects consumer engagement. An online survey was used to collect data. Partial least squares structural equation modelling (PLS-SEM) was employed to analyse the conceptual model. The core findings of the study are as follows. First, social presence enhances the benefits (especially personalisation) and reduces the costs (except for cognitive effort) associated with voice assistants. Second, personalisation was shown to be the strongest determinant of the perceived value of voice assistants’ recommendations, but their intrusiveness is a potential inhibitor in the way of increasing their value. Third, a positive relationship was observed between the perceived value of voice assistants’ recommendations and consumer engagement with the assistants.
000126918 536__ $$9info:eu-repo/grantAgreement/ES/DGA-FSE/LMP51-21$$9info:eu-repo/grantAgreement/ES/DGA/S20-20R$$9info:eu-repo/grantAgreement/ES/MINECO/PID2019-105468RB-I00
000126918 540__ $$9info:eu-repo/semantics/openAccess$$aby$$uhttp://creativecommons.org/licenses/by/3.0/es/
000126918 590__ $$a4.4$$b2023
000126918 592__ $$a0.858$$b2023
000126918 591__ $$aMANAGEMENT$$b106 / 407 = 0.26$$c2023$$dQ2$$eT1
000126918 593__ $$aBusiness and International Management$$c2023$$dQ1
000126918 591__ $$aBUSINESS$$b79 / 304 = 0.26$$c2023$$dQ2$$eT1
000126918 593__ $$aStrategy and Management$$c2023$$dQ2
000126918 594__ $$a9.1$$b2023
000126918 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/publishedVersion
000126918 700__ $$0(orcid)0000-0002-9643-2814$$aCasaló, Luis V.$$uUniversidad de Zaragoza
000126918 7102_ $$14011$$2095$$aUniversidad de Zaragoza$$bDpto. Direc.Mark.Inves.Mercad.$$cÁrea Comerci.Investig.Mercados
000126918 773__ $$g17, 1 (2023), 81-112$$pServ. bus. (Berl.)$$tSERVICE BUSINESS$$x1862-8516
000126918 8564_ $$s1253267$$uhttps://zaguan.unizar.es/record/126918/files/texto_completo.pdf$$yVersión publicada
000126918 8564_ $$s1451402$$uhttps://zaguan.unizar.es/record/126918/files/texto_completo.jpg?subformat=icon$$xicon$$yVersión publicada
000126918 909CO $$ooai:zaguan.unizar.es:126918$$particulos$$pdriver
000126918 951__ $$a2024-11-22-12:00:20
000126918 980__ $$aARTICLE