Name
Title | ||
|---|---|---|
The impact of artificial intelligence on event experiences: a scenario technique approach |
Abstract | ||
|---|---|---|
Digital technologies are transforming human relations, interactions and experiences in the business landscape. Whilst a great potential of artificial intelligence (AI) in the service industries is predicted, the concrete influence of AI on customer experiences remains little understood. Drawing upon the service-dominant (SD) logic as a theoretical lens and a scenario technique approach, this study explores the impact of artificial intelligence as an operant resource on event experiences. The findings offer a conceptualisation of three distinct future scenarios for the year 2026 that map out a spectrum of experiences from value co-creation to value co-destruction of events. The paper makes a theoretical contribution in that it bridges marketing, technology and experience literature, and zooms in on AI as a non-human actor of future experience life ecosystems. A practical guideline for event planners is offered on how to implement AI across each touch point of the events ecosystem. |
Year | DOI | Venue |
|---|---|---|
2021 | 10.1007/s12525-020-00433-4 | ELECTRONIC MARKETS |
Keywords | DocType | Volume |
Artificial intelligence, Customer experience, Service dominant logic, Value co-creation, Events industry, Scenario technique approach | Journal | 31 |
Issue | ISSN | Citations |
3 | 1019-6781 | 1 |
PageRank | References | Authors |
0.34 | 0 | 3 |
Name | Order | Citations | PageRank |
|---|---|---|---|
| Barbara Neuhofer | 1 | 1 | 0.34 |
| Bianca Magnus | 2 | 1 | 0.34 |
| Krzysztof Celuch | 3 | 1 | 0.34 |