The Impact Of Artificial Intelligence Technology Stimuli On Smart Customer Experience

As we enter the era of artificial intelligence,more and more catering companies are beginning to use new technologies to help rapid communication between companies and customers to meet customer experience needs.Consumers are also willing to use the latest artificial intelligence technology to create unforgettable experiences.Arousal theory holds that a specific environment will stimulate individuals' perceptions and make them aroused,thus affecting their behavior.there is still no consensus on the quantitative measurement of artificial intelligence technology stimuli,and the relationship between artificial intelligence technology stimuli and smart customer experience is still to be studied.Therefore,based on arousal theory,this study explores the quantitative measurement of artificial intelligence technology stimuli,and studies the relationship between artificial intelligence technology stimuli and smart customer experience,and analyzes the role of technology readiness in the two variables.This is very important for companies to use new technologies,develop new services,and enhance their competitive advantages.Based on the Arousal theory,Customer experience theory,Word-of-mouth marketing theory et al,using empirical research methods,and on the basis of related literature research such as artificial intelligence technology,smart customer experience,and word-of-mouth intentions,this study takes the relationship between artificial intelligence technology stimuli and smart customer experience as the breakthrough point,develop a scale of artificial intelligence technology stimuli,Using word-of-mouth intentions as the result variable and the technology readiness as a moderating variable to explore the relationships between each variable.In order to verify the theoretical hypothesis of this study,this study distributed online questionnaires through the Sojump platform,and conducted questionnaire surveys and data collection for consumers over 18 years of age who have used intelligent customer service robots in the catering industry.Finally,209 valid questionnaires were obtained.this study use SPSS24.0 and AMOS23.0 software to analyze,and construct a structural equation model between related variables to perform hypothesis testing on the path relationship between model elements.The results are as follows:(1)Artificial intelligence technology stimuli can be divided into two dimensions: passion and usability,and both of them have significant positive effects on smart customer experience;(2)There are obvious differences in the moderating effects of different dimensions(optimism,discomfort)of technology readiness.Among them,optimism will strengthen the positive effect of passion on the smart customer experience and weaken the positive effect of usability on the smart customer experience;discomfort will weaken the positive effect of usability on the smart customer experience,but will not affect the positive effect of passion on the smart customer experience;(3)Smart customer experience has a significant positive impact on the WOM intentions.This research aims to clarify the relationship between artificial intelligence technology stimuli,smart customer experience,and word-of-mouth intentions under the moderating effect of technology readiness.It enriches and expands relevant theories such as artificial intelligence technology stimuli,smart customer experience,technology readiness and the like;In practice,it provides an analysis framework for how companies can start from artificial intelligence technology to promote smart customer experience and improve the word-of-mouth intentions.