Purpose: This article analyzes the effects of artificial intelligence (AI) stimuli on customer engagement as well as on value co-creation. The moderating role played by customer ability readiness is also examined.Design/methodology/approach: Total 426 questioners are collected from the customers who consumed intelligent service robot.Findings: First, the perceived interactivity (PI) of AI stimuli have a significant positive impact on value co-creation; second, customer engagement plays a mediating effect on the relationship between PI and value co-creation; finally, customer ability readiness has a positive moderating effect on the relationship between AI stimuli, customer engagement and value co-creation.Research limitations/implications: Firstly, the method of questionnaire survey has certain limitations, In future research, more advanced survey methods (such as social perception calculations) can be used to make survey samples more comprehensive and analysis results more accurate. Secondly, the paper used a single-dimensional test for the two variables of customer engagement and value co-creation. Future research should divide the dimensions of customer engagement and value co-creation into more specific way. Finally, this study lacks research on the regulatory effect of customer ability readiness and further division of customer readiness.Practical implications: First, this paper uses the arousal theory to participate in marketing theory and value co-creation theory, which is the cross and fusion of theory, and also the enrichment and expansion of the existing theoretical research, with a certain theoretical innovation. Second, based on previous research, this research developed and designed a measurement scale for AI stimuli. Finally, through empirical research, it is found that the perceived personalization of AI stimuli does not have a significant direct effect on value co-creation, which is a new views and insight.Social implications: First, when using intelligent customer service robots, companies should pay attention to improving the PI and personalization of intelligent customer service robots. Second, companies should attach importance to the development environment of customer engagement, proactively and effectively identify customer needs. Finally, companies should provide customers with a good support atmosphere, publicize and explain in advance the use of intelligent customer service robots to increase their confidence.Originality/value: The study develops a scale of AI stimuli and is among the first to integrate and examine the inter-relationships between customer engagement, customer ability, and value co-creation from the increasingly important phenomenological perspective of AI.

Purpose: This study investigates the influence of artificial intelligence (AI) stimuli on customer stickiness (CS), the mediation effects of social presence (SP) and the moderating impacts of customer traits in this influencing process.Design/methodology/approach: Drawing on the arousal theory and social response theory, a conceptual model was established and tested by a data set of 268 customers in the catering industry.Findings: The results indicate that AI stimuli, such as perceived personalization and perceived interactivity, positively affect CS. SP partially mediates the influence of AI stimuli on CS. Customer traits such as customers' need for interaction (NFI) and novelty seeking (NS) actively moderate the mediating effects of SP.Originality/value: This study advances the interactive marketing literature from three aspects. Firstly, instead of focusing on the functional aspects of AI stimuli, it extends our understanding of AI-enabled interactive marketing by examining the effects of social and emotional aspects of AI stimuli on customer response. Secondly, it extends our understanding of social response by illuminating the mediating effects of SP between AI stimuli and CS. Finally, it provides new insights and empirical evidence for the research focus on customer traits in AI-enabled interactive marketing.

A wide range of recent studies are focusing on current issues of financial fraud, especially concerning cybercrimes. The reason behind this is even with improved security, a great amount of money loss occurs every year due to credit card fraud. In recent days, ATM fraud has decreased, while credit card fraud has increased. This study examines articles from five foremost databases. The literature review is designed using extraction by database, keywords, year, articles, authors, and performance measures based on data used in previous research, future research directions and purpose of the article. This study identifies the crucial gaps which ultimately allow research opportunities in this fraud detection process by utilizing knowledge from the machine learning domain. Our findings prove that this research area has become most dominant in the last ten years. We accessed both supervised and unsupervised machine learning techniques to detect cybercrime and management techniques which provide evidence for the effectiveness of machine learning techniques to control cybercrime in the credit card industry. Results indicated that there is room for further research to obtain better results than existing ones on the basis of both quantitative and qualitative research analysis.

Purpose: The purpose of this paper is to investigate the impact of corporate social responsibility (CSR) on the performance of service innovation (PSI), and the mediating effect of knowledge acquisition.Design/methodology/approach: Drawing on social exchange and knowledge management theories, this paper establishes a relevant conceptual model and adopts a hierarchical regression analysis to examine the model with a data set of 298 firms from China.Findings: CSR positively affects the PSI; however, the effects vary when firms take responsibility for different stakeholders. CSR for the same group of stakeholders influences differently the short-term financial and long-term non-financial PSI, whereas knowledge acquisition mediates the impact of employee and customer CSR on PSI, but not the impact of community CSR on PSI.Practical implications: Managers could improve the PSI of the firm by strategically assuming CSR and by managing corporate knowledge acquisition activities.Originality/value: This study contributes to the service innovation literature by identifying the influence of particular types of CSR on PSI, and by highlighting the influencing mechanism of knowledge acquisition. It extends scholarly understanding of the antecedents of PSI as well as the business returns to CSR.