AISAQUAL: AI Service Agents Service Quality Scale
This is the seminal paper that launched my research in AI service quality. We developed an AI service quality scale consisting of six dimensions: efficiency, security, availability, enjoyment, contact and anthropomorphism.
I have organized several of my publications on artificial intelligence in services marketing and management into key areas. This framework can also be used to guide student learning and teaching. Click on the title to view and download the paper.
AI & The New Service Frontier
AI Service Quality Measures
- Recasting Service Quality for AI-Based Service
- Developing a Service Quality Scale for Artificial Intelligence Service Agents
- Generative AI Performance with DeepSeek: Key Service Quality Attributes from Users
Customer & Employee Responses to AI Services
- Artificial Intelligence Service Agents: Role of Parasocial Relationship
- ChatGPT and Higher Education Student Well-being: Role of Subjective Norm and Anthropomorphism with TAM
- ChatGPT and Student Well-being: The Cultural Bridge of Mianzi
- Does Artificial Intelligence Improve Hospitality Employees’ Individual Competitive Productivity? A Time-Lagged Moderated-Mediation Model Involving Job Crafting and Meaningful Work
AI Service Management Across Service Contexts
- Impact of AI on the Flower of Service Model in the Hospitality Industry
- Enhancing Hospitality Service Quality With Artificial Intelligence
- Implementing AI Technologies in Various Business Subjects
View all of my publications on Google Scholar here.