Log in

Relevant bibliographies by topics / Service personalization / Journal articles

To see the other types of publications on this topic, follow the link: Service personalization.

Journal articles on the topic 'Service personalization'

Author: Grafiati

Published: 4 June 2021

Last updated: 25 July 2025

Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles

Select a source type:

Consult the top 50 journal articles for your research on the topic 'Service personalization.'

Next to every source in the list of references, there is an 'Add to bibliography' button. Press on it, and we will generate automatically the bibliographic reference to the chosen work in the citation style you need: APA, MLA, Harvard, Chicago, Vancouver, etc.

You can also download the full text of the academic publication as pdf and read online its abstract whenever available in the metadata.

Browse journal articles on a wide variety of disciplines and organise your bibliography correctly.

1

Baldissera, Thais A., and Luis M. Camarinha-Matos. "SCoPE: Service Composition and Personalization Environment." Applied Sciences 8, no. 11 (2018): 2297. http://dx.doi.org/10.3390/app8112297.

Full text

Abstract:

Current demographic trends suggest that people are living longer, while the ageing process entails many necessities calling for care services tailored to the individual senior’s needs and life style. Personalized provision of care services usually involves a number of stakeholders, including relatives, friends, caregivers, professional assistance organizations, enterprises, and other support entities. Traditional Information and Communication Technology (ICT) based care and assistance services for the elderly have been mainly focused on the development of isolated and generic services, conside

APA, Harvard, Vancouver, ISO, and other styles

2

Ball, Dwayne, Pedro S. Coelho, and Manuel J. Vilares. "Service personalization and loyalty." Journal of Services Marketing 20, no. 6 (2006): 391–403. http://dx.doi.org/10.1108/08876040610691284.

Full text

APA, Harvard, Vancouver, ISO, and other styles

3

Surprenant, Carol F., and Michael R. Solomon. "Predictability and Personalization in the Service Encounter." Journal of Marketing 51, no. 2 (1987): 86–96. http://dx.doi.org/10.1177/002224298705100207.

Full text

Abstract:

Service marketers are confronted with two conflicting goals when designing service delivery systems, efficiency and personalization. The relative importance of each factor is determined by the nature of the specific service to be rendered, and by participants’ expectations about degree of personalization. A study was conducted to test two assertions: (1) service personalization is a multidimensional construct and (2) all forms of personalization do not necessarily result in greater consumer satisfaction with the service offering. Three types of personalization strategies were proposed and oper

APA, Harvard, Vancouver, ISO, and other styles

4

Huang, Eugenia Y., and Chia‐Yu Lin. "Customer‐oriented financial service personalization." Industrial Management & Data Systems 105, no. 1 (2005): 26–44. http://dx.doi.org/10.1108/02635570510575171.

Full text

APA, Harvard, Vancouver, ISO, and other styles

5

Gil, Miriam, Pau Giner, and Vicente Pelechano. "Personalization for unobtrusive service interaction." Personal and Ubiquitous Computing 16, no. 5 (2011): 543–61. http://dx.doi.org/10.1007/s00779-011-0414-0.

Full text

APA, Harvard, Vancouver, ISO, and other styles

6

Wu, Hongchen, Huaxiang Zhang, Lizhen Cui, and Xinjun Wang. "CEPTM: A Cross-Edge Model for Diverse Personalization Service and Topic Migration in MEC." Wireless Communications and Mobile Computing 2018 (August 12, 2018): 1–12. http://dx.doi.org/10.1155/2018/8056195.

Full text

Abstract:

For several reasons, the cloud computing paradigm, e.g., mobile edge computing (MEC), is suffering from the problem of privacy issues. MEC servers provide personalization services to mobile users for better QoE qualities, but the ongoing migrated data from the source edge server to the destination edge server cause users to have privacy concerns and unwillingness of self-disclosure, which further leads to a sparsity problem. As a result, personalization services ignore valuable user profiles across edges where users have accounts in and tend to predict users’ potential purchases with insuffici

APA, Harvard, Vancouver, ISO, and other styles

7

Wang, May, Stella Cho, and Trey Denton. "The impact of personalization and compatibility with past experience on e-banking usage." International Journal of Bank Marketing 35, no. 1 (2017): 45–55. http://dx.doi.org/10.1108/ijbm-04-2015-0046.

Full text

Abstract:

Purpose Banks and financial services providers are increasingly delivering their services via electronic banking, also known as e-banking. Yet even though this type of delivery is now common, the degree of personalization in the services provided via this channel exhibit considerable variation. The purpose of this paper is to examine the impact of service personalization on consumer reaction to the e-banking service. Based on research of information and communication technology (ICT) service innovation and the Unified Theory of Acceptance and Use of Technology (UTAUT) model, this study further

APA, Harvard, Vancouver, ISO, and other styles

8

Liu, Dengpan, Sumit Sarkar, and Chelliah Sriskandarajah. "Who's Next? Scheduling Personalization Services with Variable Service Times." ACM Transactions on Management Information Systems 6, no. 2 (2015): 1–22. http://dx.doi.org/10.1145/2764920.

Full text

APA, Harvard, Vancouver, ISO, and other styles

9

Dong, Qiang, Xiu Guo Zhang, Yuan Yuan, Ting Ting Han, and Zhi Yi Zhu. "Context-Aware Personalization Recommendation of Web Services." Advanced Materials Research 765-767 (September 2013): 1490–93. http://dx.doi.org/10.4028/www.scientific.net/amr.765-767.1490.

Full text

Abstract:

Web service selection has been a hot research area in recent years. In order to improve users satisfaction of service selection, optimization algorithm and recommendation algorithm have been used in the web service selection process. This paper uses context information in selecting and implementing process of Web services recommendation to make the recommendation result more accurate. According to different users different requests, combining with contexts obtained from environment, we give matching recommendation strategy suitable for the current situation, personalize the recommendation proc

APA, Harvard, Vancouver, ISO, and other styles

10

Sindwani, Rajiv, and Manisha Goel. "The Relationship between Service Quality Dimensions, Customer Satisfaction and Loyalty in Technology based Self Service Banking." International Journal of E-Services and Mobile Applications 8, no. 2 (2016): 54–70. http://dx.doi.org/10.4018/ijesma.2016040104.

Full text

Abstract:

The technology based self service banking (TBSSB) refers to automated banking services that customer avail without interaction with bank employees. This paper investigates the relationship between dimensions of TBSSB service quality, customer satisfaction and loyalty. The paper also examines the mediating role of customer satisfaction in the relationship. The dimensions are identified and confirmed by conducting EFA and CFA respectively using SPSS 16.0 and AMOS 20.0. Dimensions of TBSSB SQ are identified as Convenience, Reliability & Security, Responsiveness and Personalization. AMOS 20.0

APA, Harvard, Vancouver, ISO, and other styles

11

Homburg, Vincent M. F., and Andres Dijkshoorn. "Diffusion of Personalized E-Government Services among Dutch Municipalities." International Journal of Electronic Government Research 7, no. 3 (2011): 21–37. http://dx.doi.org/10.4018/jegr.2011070102.

Full text

Abstract:

This article describes the trend of personalization in electronic service delivery, with a special focus on municipal electronic service delivery in the Netherlands. Personalization of electronic services refers to the one-to-one citizen orientation using authentication, profiling and customization techniques. The percentage of Dutch municipalities offering services through personalized electronic counters has increased from 14% (2006) to 28% (2009). Using binary logistic regression analyses of 2008 survey data, it is concluded that personalization is positively associated with size of municip

APA, Harvard, Vancouver, ISO, and other styles

12

YAMAGUCHI, HIROSHI, YUKIO HUSHINO, KENJI SUZUKI, and CHITTOOR V. RAMAMOORTHY. "CREATING A NEW SERVICE ON THE WEB." International Journal on Artificial Intelligence Tools 13, no. 03 (2004): 487–510. http://dx.doi.org/10.1142/s021821300400165x.

Full text

Abstract:

Service functions are major component of every industry. The evolution of service functions have seen manually intensive tasks being replaced by a combination of mental and interactive tasks. As a part of this transformation, we have seen an increasing dependency on the high technology, actually information technology, mostly with computer-communications and the web. This high technology will finally replace the service functions by a combination of knowledge intensive, interactive and customer's individual tasks in the future. However, these knowledge intensive, interactive and customer's ind

APA, Harvard, Vancouver, ISO, and other styles

13

Lee, Eun-Jung, and Jung Kun Park. "Online service personalization for apparel shopping." Journal of Retailing and Consumer Services 16, no. 2 (2009): 83–91. http://dx.doi.org/10.1016/j.jretconser.2008.10.003.

Full text

APA, Harvard, Vancouver, ISO, and other styles

14

Симагина, Ольга, and Сергей Цукарь. "PERSONALIZATION TECHNOLOGY AS A METHOD FOR INCREASING THE INFORMATION AVAILABILITY OF PUBLIC SERVICES." Public Administration Issues, no. 1 (March 15, 2016): 160–71. https://doi.org/10.17323/1999-5431-2016-0-1-160-171.

Full text

Abstract:

Broade implementation of information and communication technologies in all spheres of society obliges to revise the organization of many processes in business and in the public administration sector. Currently the format of cooperation between the authorities and society is changing; the processes of public service delivery are converting to electronic view; approaches to assessing the quality and accessibility of public services are being revised. The subject of research is the technology of personalization as a method for increasing the information availability of public services. The articl

APA, Harvard, Vancouver, ISO, and other styles

15

Sehl, Annika, and Maximilian Eder. "News Personalization and Public Service Media: The Audience Perspective in Three European Countries." Journalism and Media 4, no. 1 (2023): 322–38. http://dx.doi.org/10.3390/journalmedia4010022.

Full text

Abstract:

By shining a light on the previously neglected combination of public service media (PSM) and the audience perspective, this paper adds to the debate on (algorithmic) news personalization. While news personalization may offer new opportunities, it can clearly also conflict with the PSM mission of universality of access, reach, and content. This empirical study compares the audience perspective on the news personalization of users and non-users of public service news in Germany, France, and the UK. Overall, the findings of the online survey show that users of public service news in Germany and t

APA, Harvard, Vancouver, ISO, and other styles

16

Karwatzki, Sabrina, Olga Dytynko, Manuel Trenz, and Daniel Veit. "Beyond the Personalization–Privacy Paradox: Privacy Valuation, Transparency Features, and Service Personalization." Journal of Management Information Systems 34, no. 2 (2017): 369–400. http://dx.doi.org/10.1080/07421222.2017.1334467.

Full text

APA, Harvard, Vancouver, ISO, and other styles

17

Smith, Alan D. "E-Personalization and Its Tactical and Beneficial Relationships to E-Tailing." International Journal of Information Systems in the Service Sector 4, no. 2 (2012): 48–71. http://dx.doi.org/10.4018/jisss.2012040104.

Full text

Abstract:

The numerous advancements in electronic-personalization communication have generated both benefits and challenges as online retailers try to regain competitive advantages in the current global recession. Through appropriate multivariate analyses and data-reduction techniques, the basic elements e-personalization, namely online purchasing behaviors, personalized communications, information retrieval services, degree of personal web presence, quality assurance of customer service, and the promotion of customization services, were found to be conceptually and statistically related to retailer ben

APA, Harvard, Vancouver, ISO, and other styles

18

Petersen, Francoise, Giovanni Bartolomeo, and Mike Pluke. "Personalization and User Profile Management." International Journal of Interactive Mobile Technologies (iJIM) 2, no. 4 (2008): 25. http://dx.doi.org/10.3991/ijim.v2i4.666.

Full text

Abstract:

Personalization and effective user profile management will be critical to meet the individual usersâ?? needs and for achieving e-Inclusion and e-Accessibility. This paper outlines means to achieve the goal of the new ICT era where services and devices can be personalized by the users in order to meet their needs and preferences, in various situations. Behind every instance of personalization is a profile that stores the user preferences, context of use and other information that can be used to deliver a user experience tailored to their individual needs and preferences. Next Generation Network

APA, Harvard, Vancouver, ISO, and other styles

19

Yoon, Namhee, and Ha-Kyung Lee. "AI Recommendation Service Acceptance: Assessing the Effects of Perceived Empathy and Need for Cognition." Journal of Theoretical and Applied Electronic Commerce Research 16, no. 5 (2021): 1912–28. http://dx.doi.org/10.3390/jtaer16050107.

Full text

Abstract:

This study investigated the effect of perceived technology quality and personalization quality on behavioral intentions, mediated by perceived empathy in using an artificial intelligence (AI) recommendation service. The study was based on a theoretical model of artificial intelligent device use acceptance. We also tested the moderating effect of individuals’ need for cognition, influencing empathy. Data collection was conducted through an online survey using a nationally recognized consumer research panel service in Korea. The participants were asked to respond to their preferences and needs o

APA, Harvard, Vancouver, ISO, and other styles

20

Gerontas, Alexandros, Dimitris Zeginis, Rafail Promikyridis, et al. "Enhancing Core Public Service Vocabulary to Enable Public Service Personalization." Information 13, no. 5 (2022): 225. http://dx.doi.org/10.3390/info13050225.

Full text

Abstract:

The provision of public services (PS) is at the heart of public authority operations as it directly affects citizens’ lives and the prosperity of society. Part of PS provision is publishing PS descriptions in an online catalogue to inform citizens and promote transparency. The European Commission has developed Core Public Service Vocabulary Application Profile (CPSV-AP), as a standard European PS data model to facilitate PS catalogue creation and semantic interoperability. However, CPSV-AP is not sufficient to model complex PS with different versions based on rules and citizens’ circumstances

APA, Harvard, Vancouver, ISO, and other styles

21

Surprenant, Carol F., and Michael R. Solomon. "Predictability and Personalization in the Service Encounter." Journal of Marketing 51, no. 2 (1987): 86. http://dx.doi.org/10.2307/1251131.

Full text

APA, Harvard, Vancouver, ISO, and other styles

22

Andersson Schwarz, Jonas. "Public Service Broadcasting and Data-Driven Personalization." Television & New Media 17, no. 2 (2015): 124–41. http://dx.doi.org/10.1177/1527476415616193.

Full text

APA, Harvard, Vancouver, ISO, and other styles

23

Mittal, Banwari, and Walfried M. Lassar. "The role of personalization in service encounters." Journal of Retailing 72, no. 1 (1996): 95–109. http://dx.doi.org/10.1016/s0022-4359(96)90007-x.

Full text

APA, Harvard, Vancouver, ISO, and other styles

24

Simakin, I. I. "Personalization of service as the main trend of international tourism development." Gostinichnoe delo (Hotel Business), no. 3 (March 20, 2025): 161–67. https://doi.org/10.33920/igt-1-2503-04.

Full text

Abstract:

This study is devoted to the analysis of service personalization in international tourism and its importance for improving the tourist experience. Modern consumers, when traveling, expect not just standard services, but unique solutions adapted to their personal preferences. Personalization is becoming an important tool for creating a positive image of companies and increasing customer satisfaction. In conditions of growing competition in the market of tourist services, as well as numerous opportunities provided by technological progress, it is an individual approach to each client is able to

APA, Harvard, Vancouver, ISO, and other styles

25

Rajbanshi, Menuka. "Factor Affecting Consumer Trust and Continuous Adoption of Online Financial Service in Kathmandu Valley." Nepalese Journal of Business 11, no. 4 (2024): 143–58. https://doi.org/10.3126/njb.v11i4.79740.

Full text

Abstract:

The study examines the factor affecting consumer trust and continuous adoption of online financial service in Kathmandu Valley. Consumer trust and continuous adoption are selected as dependent variables. The selected independent variable are website design, reliability, responsiveness, online experience, and personalization. The primary source of data is used to assess the opinions of the respondents regarding website design, reliability, responsiveness, online experience, personalization and adoption of online financial services. The study is based on primary data of 400 respondents. To achie

APA, Harvard, Vancouver, ISO, and other styles

26

Dubyna, Maksym V., and Yuriy M. Fedoriv. "Personalization of Financial Services to Households: Essence and Features of Implementation by Banking Institutions." Business Inform 11, no. 562 (2024): 260–68. https://doi.org/10.32983/2222-4459-2024-11-260-268.

Full text

Abstract:

The modern development of the financial services sector takes place taking into account the significant impact of digital technologies on the functioning of banking and other financial institutions. The use of such technologies opens up new opportunities and prospects for financial intermediaries. It is thanks to information and communication innovations that it becomes possible to use an individual approach to customer service. Accordingly, this actualizes the issue of theoretical and applied substantiation of the essence of personalization of financial services in modern conditions, its feat

APA, Harvard, Vancouver, ISO, and other styles

27

Marzban, Jamshid. "Examining the Impact of Artificial Intelligence on Optimizing Customer Experience in Online Retail Stores." Digital Transformation and Administration Innovation 2, no. 1 (2024): 30–37. https://doi.org/10.61838/dtai.1.1.4.

Full text

Abstract:

The primary objective of this study was to analyze various dimensions of employing artificial intelligence (AI) to enhance customer experience in online retail stores and to identify the factors influencing its success. This research was conducted using a quantitative, descriptive-survey method, and the relationships among AI, service personalization, and customer experience in online retail were examined through structural equation modeling (PLS-SEM). A purposive sampling method was applied to a group of 400 individuals, and data were collected using a researcher-made questionnaire. The valid

APA, Harvard, Vancouver, ISO, and other styles

28

Chu, Hongyang, and Xuegang Zhan. "The Impact of Digital Banking Services on Customer Satisfaction." Frontiers in Business, Economics and Management 15, no. 3 (2024): 356–60. http://dx.doi.org/10.54097/5qaf7d23.

Full text

Abstract:

With the rapid development of information technology, the banking industry is accelerating digital transformation, changing customer experience and reshaping the competitive landscape. This article explores the impact of digital banking services on customer satisfaction, focusing on the three core dimensions of convenience, security and personalization. Research is conducted through questionnaires and empirical analysis. The study found that the convenience, security and personalization of digital banking services have a significant positive impact on customer satisfaction. Through an in-depth

APA, Harvard, Vancouver, ISO, and other styles

29

Shen, Anyuan, and A. Dwayne Ball. "Is personalization of services always a good thing? Exploring the role of technology‐mediated personalization (TMP) in service relationships." Journal of Services Marketing 23, no. 2 (2009): 79–91. http://dx.doi.org/10.1108/08876040910946341.

Full text

APA, Harvard, Vancouver, ISO, and other styles

30

Fnu, Nagarajan. "Automating Customer Support in Ride-Hailing and Its Impact on Customer Satisfaction." Journal of Advances in Developmental Research 15, no. 2 (2024): 1–5. https://doi.org/10.5281/zenodo.15104214.

Full text

Abstract:

The growth of ride-hailing services has transformed urban mobility, offering seamless transportation experiences to millions of users worldwide. However, as these services expand, customer support challenges related to fare disputes, cancellations, safety concerns, and service quality become more complex. Traditional customer service models reliant on human agents are often inefficient, leading to increased resolution times, inconsistent service quality, and operational inefficiencies. Machine learning (ML), and natural language processing (NLP) have revolutionized customer support by automati

APA, Harvard, Vancouver, ISO, and other styles

31

Judijanto, Loso, Sopyan Sopyan, and Muhamad Ammar Muhtadi. "The Effect of Data-Based Targeting, Service Personalization, and Content Quality on Consumer Loyalty in E-Commerce in Jakarta." West Science Interdisciplinary Studies 3, no. 01 (2025): 55–64. https://doi.org/10.58812/wsis.v3i01.1624.

Full text

Abstract:

This study examines the influence of content quality, data-based targeting, and service personalization on consumer loyalty in Jakarta's e-commerce sector. Using a quantitative approach, data were collected from 150 respondents through a structured questionnaire and analyzed using Structural Equation Modeling-Partial Least Squares (SEM-PLS). The results reveal that content quality exerts the strongest influence on consumer loyalty, followed by data-based targeting and service personalization. Content quality enhances customer trust and satisfaction, while data-driven targeting effectively tail

APA, Harvard, Vancouver, ISO, and other styles

32

Aw, Eugene Cheng-Xi, Norazlyn Kamal Basha, Siew Imm Ng, and Murali Sambasivan. "To grab or not to grab? The role of trust and perceived value in on-demand ridesharing services." Asia Pacific Journal of Marketing and Logistics 31, no. 5 (2019): 1442–65. http://dx.doi.org/10.1108/apjml-09-2018-0368.

Full text

Abstract:

Purpose The purpose of this paper is to empirically test the antecedents and outcome of perceived value and trust toward on-demand ridesharing services (ODRS). The antecedents are perceived innovativeness, perceived personalization, perceived usefulness of rating system and service personal values. The outcome is the continuance intention toward ODRS. This study also aims to uncover the mediating role of trust and the moderating role of technology readiness. Design/methodology/approach The ODRS considered in this research are Grab and Uber in the context of Malaysia. A questionnaire was constr

APA, Harvard, Vancouver, ISO, and other styles

33

Kang, Jee-Won, and Young Namkung. "The role of personalization on continuance intention in food service mobile apps." International Journal of Contemporary Hospitality Management 31, no. 2 (2019): 734–52. http://dx.doi.org/10.1108/ijchm-12-2017-0783.

Full text

Abstract:

PurposeThis paper aims to examine consumers’ behaviors toward personalized services offered by branded mobile apps in the food service industry by applying privacy calculus theory and technology acceptance model (TAM). Further, this research identified the moderating role of technology anxiety.Design/methodology/approachAn online survey was carried out to investigate the role of personalization on continuance intention toward branded mobile apps. In total, 348 valid responses were analyzed to test hypotheses using structural equation modeling.FindingsThe results show that personalization had s

APA, Harvard, Vancouver, ISO, and other styles

34

Koene, Ansgar, Elvira Perez, Christopher J. Carter, et al. "Privacy concerns arising from internet service personalization filters." ACM SIGCAS Computers and Society 45, no. 3 (2016): 167–71. http://dx.doi.org/10.1145/2874239.2874263.

Full text

APA, Harvard, Vancouver, ISO, and other styles

35

Agustinus, Delvin Valentino, and Keni Keni. "Confirmation, Service Quality, Dan Quality Of Personalization Untuk Memprediksi Kepuasan Pelanggan." Jurnal Manajerial Dan Kewirausahaan 3, no. 3 (2021): 661. http://dx.doi.org/10.24912/jmk.v3i3.13150.

Full text

Abstract:

The purpose of this study is to examine whether confirmation, service quality, and personalization quality can predict customer satisfaction. This study is classified as a descriptive research, whereas the data collection was done by using cross-sectional method. This study conducted non-probability sampling, in which convenience sampling method was used to collect data from a total sample of 150 respondents. Data analysis was conducted by using the Smart Partial Least Square (SPLS) software version 3.00. The results of this study indicate that confirmation, service quality, and personalizatio

APA, Harvard, Vancouver, ISO, and other styles

36

Awaludini, Nadya. "Service Encounter Front Office Di Yogyakarta Marriott Hotel." Jurnal Indonesia Sosial Teknologi 5, no. 10 (2024): 4179–89. http://dx.doi.org/10.59141/jist.v5i10.5778.

Full text

Abstract:

Service encounter implemented at Yogyakarta Marriott Hotel, one of the leading five-star hotels in Yogyakarta, Indonesia. Aspects such as interaction with the receptionist, room service, food and beverage service, and complaint handling were analyzed to identify their contribution to building a satisfying guest experience. The hotel utilizes modern technology and implements high service standards to improve efficiency and personalization of service. The findings indicate that the implementation of effective service encounters at Yogyakarta Marriott Hotel plays a significant role in enhancing g

APA, Harvard, Vancouver, ISO, and other styles

37

Maghembe, Mwanamkuu, and Chacha Magasi. "The Role of Customer Perceived Value, Brand Trust and Service Personalization in Shaping Customer Loyalty." International Journal of Management, Accounting and Economics 11, no. 9 (2024): 1197–219. https://doi.org/10.5281/zenodo.13761101.

Full text

Abstract:

This study investigated factors influencing customer loyalty in three-star hotels in Dodoma City, focusing on customer perceived value, brand trust, and service personalization. Qualitative data, collected through purposive sampling and thematically analyzed, revealed significant disparities in customer perceived value. A majority the participants expressed dissatisfaction with pricing and alignment of services, signaling areas for hotel service enhancement. Transparent communication and consistent service delivery emerged as crucial for fostering brand trust, while personalized experiences po

APA, Harvard, Vancouver, ISO, and other styles

38

Snigdha, Esrat Zahan, MD Nadil khan, Kirtibhai Desai, Mohammad Majharul Islam, MD Mahbub Rabbani, and Saif Ahmad. "AI-Driven Customer Insights in IT Services: A Framework for Personalization and Scalable Solutions." American Journal of Engineering and Technology 07, no. 03 (2025): 35–39. https://doi.org/10.37547/tajet/volume07issue03-04.

Full text

Abstract:

New developments in Artificial Intelligence (AI) in IT services have drastically altered how companies use customer insights to supply personalized and scalable responses to a wide variety of client necessities. The focus of this study consists in the use of AI tools and algorithms in customer data analysis, but also in the sense that they are useful for providing targeted and efficient IT service solutions. The findings are robust because a mixed-methods approach was employed, using qualitative analysis of case studies and quantitative evaluations of service outcomes. The results show that ad

APA, Harvard, Vancouver, ISO, and other styles

39

Danckwerts, Sebastian, Lasse Meißner, and Caspar Krampe. "Examining User Experience of Conversational Agents in Hedonic Digital Services – Antecedents and the Role of Psychological Ownership." Journal of Service Management Research 3, no. 3 (2019): 111–25. http://dx.doi.org/10.15358/2511-8676-2019-3-111.

Full text

Abstract:

Conversational agents (CA) that interact with users in human language have become increasingly popular over the past years. This study explores antecedents of the user experience with CAs in hedonic digital services, utilizing the example of music streaming services. Moreover, this study investigates whether a positive CA user experience increases users’ sense of psychological ownership towards the service, which in turn is supposed to positively influence users’ intention to use the service’s fee required premium version. Using structural equation modelling, the results indicate that perceive

APA, Harvard, Vancouver, ISO, and other styles

40

Lee, Ae-Ri. "Investigating the Personalization–Privacy Paradox in Internet of Things (IoT) Based on Dual-Factor Theory: Moderating Effects of Type of IoT Service and User Value." Sustainability 13, no. 19 (2021): 10679. http://dx.doi.org/10.3390/su131910679.

Full text

Abstract:

Despite people’s concerns over privacy leakage in the Internet of Things (IoT), the needs for personalized IoT services are increasing, creating a conflicting phenomenon viewed as the personalization–privacy (P–P) paradox. This study proposes a research model that utilizes dual-factor theory to investigate the P–P paradox in IoT. It aims to analyze the impact of the dual factor—personalization and privacy concerns related to IoT services—on the intention to use IoT. Further, the model includes four-dimensional motivated innovativeness and previous privacy-invasion experience as key antecedents

APA, Harvard, Vancouver, ISO, and other styles

41

Zhang, Yingli, Hong Zhao, Yimei Hu, and Ge Yao. "Smart Community Service Brand Functional Value and Sustainable Brand Relationship—The Mediating Role of Customer Emotional Cognition." Sustainability 13, no. 4 (2021): 1833. http://dx.doi.org/10.3390/su13041833.

Full text

Abstract:

More and more companies are developing customer service by building Smart Community Service Brand Platforms (SCSBP). However, the impact of digital platform functions on sustainable brand relationships, and the mediating mechanism of customer’s emotional cognition are still unclear. The functional value of digital services in the property service industry focuses on three dimensions, including service efficiency, personalization, and social interaction. Regarding consumers’ emotional cognition aspect, we investigate value consistency and brand image. The empirical analysis findings suggest: (1

APA, Harvard, Vancouver, ISO, and other styles

42

Yu, An-Peng, Chao Xu, and Sung-Eui Cho. "Factors Affecting Customer Use Intention of MyData Services in the Fintech Industry." Journal of Theoretical and Applied Electronic Commerce Research 19, no. 4 (2024): 3412–28. https://doi.org/10.3390/jtaer19040165.

Full text

Abstract:

This study investigates the factors affecting customer use intentions of MyData services in the fintech industry, focusing on the mediating role of perceived value across informational, security, and service dimensions. Six independent factors were defined, namely, transparency, controllability, reliability, security, diversity, and personalization, in the context of the abovementioned dimensions, and their associations with perceived value and customer use intention were analyzed. The regression analysis results from a survey of 291 participants reveal that transparency, controllability, secu

APA, Harvard, Vancouver, ISO, and other styles

43

Yamaguchi, Hiroshi, Kenji Suzuki, and Chittoor V. Ramamoorthy. "THE HUMANIZATION, PERSONALIZATION AND AUTHENTICATION ISSUES IN THE DESIGN OF INTERACTIVE SERVICE SYSTEM." Journal of Integrated Design and Process Science: Transactions of the SDPS, Official Journal of the Society for Design and Process Science 7, no. 4 (2003): 1–11. http://dx.doi.org/10.3233/jid-2003-7401.

Full text

Abstract:

The evolution and dominance of service functions in addition to their distinguishing features has been the subject of study for years. Service functions aim to satisfy and facilitate the needs of their customers. In doing so, service providers design the service functions so that the customers feel comfortable and convenient when using them. The evolution of technology and automation has enabled functions like knowledge-intensive man-machine interactions to be flexible and user friendly. In this paper, we discuss a wide range of interconnected topics, emphasizing the multi-faceted nature of se

APA, Harvard, Vancouver, ISO, and other styles

44

Kim, Jinmin, AhRam Cho, and Jaeyoung Kim. "Effect of the Standardization of Service Platforms for High-Involvement PropTech Services." Sustainability 14, no. 9 (2022): 5036. http://dx.doi.org/10.3390/su14095036.

Full text

Abstract:

In this study, we focus on the innovation resistance that has appeared in the process of accepting changed information technology services after the COVID-19 pandemic. Based on a survey of property technology (PropTech) service users in Korea, this study proposes an extended technology acceptance model that considers the antecedent variables of the information systems success model to implement a standard PropTech service platform, and analyzes the influence of the selected parameters. Service quality was applied as the antecedent variable to define system quality and service standards, consid

APA, Harvard, Vancouver, ISO, and other styles

45

Kim, Mi-Jin, and Ha-Kyun Kim. "The Impact of AI-Based Chatbot Characteristics and Service Characteristics on Continuance Intention: Focusing on the Mediating Roles of Perceived Value and User Satisfaction." Global Convergence Research Academy 4, no. 1 (2025): 14–26. https://doi.org/10.57199/jgcr.2025.4.1.14.

Full text

Abstract:

AI-based chatbots have become a key technology for enhancing user experience by providing fast and accurate information. However, empirical research analyzing how chatbot characteristics and service quality influence users’ perceived value and intention to continue using the service remains insufficient. Therefore, this study aims to investigate the effects of AI-based chatbot characteristics (personalization, anthropomorphism, and interactivity) and service characteristics (informativeness, reliability, and responsiveness) on users’ perceived value and satisfaction, as well as on their intent

APA, Harvard, Vancouver, ISO, and other styles

46

Tuunanen, Tuure, Anu Bask, and Hilkka Merisalo-Rantanen. "Typology for Modular Service Design." International Journal of Service Science, Management, Engineering, and Technology 3, no. 3 (2012): 99–112. http://dx.doi.org/10.4018/jssmet.2012070107.

Full text

Abstract:

This paper presents a typology for modular service design. The authors review engineering, manufacturing, and service research literature and develop three key concepts for service modularization: service module, service architecture, and service experience. Thereafter these key concepts are further decomposed into detailed constructs. Basing on the reviewed literature, they develop a common typology for modular services. The authors argue that their typology provides a foundation for the development of modular service design methods. The authors also expect that it is important to recognize h

APA, Harvard, Vancouver, ISO, and other styles

47

Chiranjeevi Dubaguntla. "AI-Enhanced Citizen-Centric Workflows: Transforming Public Sector CRM Systems." World Journal of Advanced Engineering Technology and Sciences 15, no. 3 (2025): 379–88. https://doi.org/10.30574/wjaets.2025.15.3.0946.

Full text

Abstract:

The digital transformation of government services has fundamentally shifted the relationship between citizens and public institutions. This transformation leverages artificial intelligence-enhanced Customer Relationship Management systems to create responsive, personalized, and accessible public services that meet evolving citizens’ expectations. As citizens increasingly demand experiences comparable to those provided by private sector services, government agencies are reimagining their service delivery frameworks with citizens as the primary focus. These AI-enhanced CRM systems connect front-

APA, Harvard, Vancouver, ISO, and other styles

48

Qi, Shichang. "Service Excellence in the Age of Personalization a Comparative Study of Luxury Hotel Management Practices." Frontiers in Business, Economics and Management 17, no. 3 (2024): 450–53. https://doi.org/10.54097/pt1qqa60.

Full text

Abstract:

This study explores the role of personalized services in luxury hotel management, focusing on applying Service-Dominant Logic (SDL) in high-end hospitality. By analyzing the service practices of two prominent luxury hotels—Sanya Tianfang InterContinental and Sanya Haitang Bay JW Marriott—this research compares and contrasts their approaches to personalized services, offering valuable insights into effective strategies for enhancing guest experience. The findings highlight how personalized services contribute to differentiating brands in a competitive high-end market and serve as a key tool for

APA, Harvard, Vancouver, ISO, and other styles

49

Bessie, Juita L. D., and Lea Susanti Taek. "PENGARUH E-SERVICE QUALITY TERHADAP KEPUASAN PENGGUNA APLIKASI GRAB DI KOTA KUPANG." Journal of Management : Small and Medium Enterprises (SMEs) 16, no. 3 (2023): 597–614. http://dx.doi.org/10.35508/jom.v16i3.9611.

Full text

Abstract:

This study aims to determine and analyze (1) the partial effect of e-service quality (website design, reliability, responsiveness, security/privacy, fulfillment, personalization, information, and empathy) on Grab Application users in Kupang City and (2) the effect of e-service quality (website design, reliability, responsiveness, security/privacy, fulfillment, personalization, information, and empathy) simultaneously on Grab Application users in Kupang City. The number of samples is 100 respondents, and the sampling technique used is purposive sampling. Data was collected using questionnaires.

APA, Harvard, Vancouver, ISO, and other styles

50

Khalik, Muh Fihris, Wily Mohammad, Zilfana Zilfana, and Orfyanny Syahreffy Themba. "The Influence of Service Personalization, Customer Satisfaction, and Customer Retention in the Telecommunications Industry on Data-Driven Marketing." West Science Information System and Technology 1, no. 02 (2023): 55–62. http://dx.doi.org/10.58812/wsist.v1i02.476.

Full text

Abstract:

This research investigates the intricate dynamics of service personalization, customer satisfaction, and customer retention in the context of the telecommunications industry and their influence on data-driven marketing effectiveness. A quantitative approach, employing Structural Equation Modeling with Partial Least Squares (SEM-PLS), was utilized to analyze survey data from a sample of 250 participants. The study confirms the reliability and validity of measurement instruments, establishes discriminant validity, and unveils significant positive relationships between customer retention, custome

APA, Harvard, Vancouver, ISO, and other styles

We offer discounts on all premium plans for authors whose works are included in thematic literature selections. Contact us to get a unique promo code!