{"id":1154,"date":"2025-12-05T19:40:25","date_gmt":"2025-12-05T16:40:25","guid":{"rendered":"https:\/\/www.etimm.ase.ro\/?p=1154"},"modified":"2025-12-05T19:42:42","modified_gmt":"2025-12-05T16:42:42","slug":"artificial-intelligence-as-an-innovation-strategy-the-role-of-service-performance-on-customer-satisfaction-and-commitment","status":"publish","type":"post","link":"https:\/\/www.etimm.ase.ro\/?p=1154","title":{"rendered":"Artificial Intelligence as an Innovation Strategy: The Role of Service Performance on Customer Satisfaction and Commitment"},"content":{"rendered":"<h4>\n<span style=\"font-size:12px;\"><span style=\"font-family: georgia,serif;\"><strong>Title<\/strong><\/span><\/span><br \/>\n<\/h4>\n<p style=\"text-align: justify;\">\n<span style=\"font-size:12px;\"><span style=\"font-family: georgia,serif;\"><meta name=\"citation_title\" content=\"Artificial Intelligence as an Innovation Strategy: The Role of Service Performance on Customer Satisfaction and Commitment\"\/>Artificial Intelligence as an Innovation Strategy: The Role of Service Performance on Customer Satisfaction and Commitment<\/span><\/span>\n<\/p>\n<h4>\n<span style=\"font-size:12px;\"><span style=\"font-family: georgia,serif;\"><strong>Author(s)<\/strong><\/span><\/span><br \/>\n<\/h4>\n<p style=\"text-align: justify;\">\n<span style=\"font-size:12px;\"><span style=\"font-family: georgia,serif;\"><meta name=\"citation_author\" content=\"Anelisa MEMELA\"\/>Anelisa MEMELA, <meta name=\"citation_author\" content=\"Omphile NTELEKOA\"\/>Omphile NTELEKOA, <meta name=\"citation_author\" content=\"Neo LIGARABA\"\/>Neo LIGARABA, <meta name=\"citation_author\" content=\"Suvera BOODHOO\"\/>Suvera BOODHOO<\/span><\/span>\n<\/p>\n<p>\n<span style=\"font-family:georgia,serif;\"><span style=\"font-size:12px;\"><meta name=\"citation_publication_date\" content=\"2025\/12\/05\"\/><meta name=\"citation_journal_title\" content=\"Journal of Emerging Trends in Marketing and Management\"\/><meta name=\"citation_volume\" content=\"1\"\/><meta name=\"citation_issue\" content=\"3\"\/><meta name=\"citation_firstpage\" content=\"51\"\/><meta name=\"citation_lastpage\" content=\"63\"\/><meta name=\"citation_place_published\" content=\"Bucharest, Romania\"\/><meta name=\"citation_publisher\" content=\"The Bucharest University of Economic Studies Publishing House\"\/><meta name=\"citation_issn\" content=\"2537-5865\"\/><\/span><\/span>\n<\/p>\n<h4>\n<span style=\"font-family:georgia,serif;\"><span style=\"font-size:12px;\"><strong>Classification JEL <\/strong><\/span><\/span><br \/>\n<\/h4>\n<p style=\"text-align: justify;\">\n<span style=\"font-family:georgia,serif;\"><span style=\"font-size:12px;\"><meta name=\"citation_classification_jel\" content=\"M51, M54.\"\/>M51, M54.<\/span><\/span>\n<\/p>\n<h4>\n<span style=\"font-family:georgia,serif;\"><span style=\"font-size:12px;\"><strong>Abstract<\/strong><\/span><\/span><br \/>\n<\/h4>\n<p style=\"text-align: justify;\">\n<span style=\"font-family:georgia,serif;\"><span style=\"font-size:12px;\"><meta name=\"citation_abstract\" content=\"Companies are using Artificial Intelligence (AI) as an innovation strategy to drive valuable competitive advantage to enhance their innovation strategy. This study investigates the impact of AI service performance, AI information quality, AI system quality on customer satisfaction and commitment amongst young female customers of a fashion e-retailer. Data were collected through a self-administered survey and analyzed using partial least squares structural equation modelling (PLS-SEM) in SmartPLS 4.0. The findings show that AI service performance significantly influences AI information quality, customer satisfaction, and customer commitment, but does not significantly influence AI system quality. The results highlight the central role of AI information quality in driving positive customer experiences with AI-enabled service platforms. The study advances innovation and service quality literature by demonstrating how AI-based service attributes contribute to relational outcomes in online fashion retail. Fashion e-retailers should prioritize intuitive, interactive, and high-quality AI service interfaces to enhance customer satisfaction and encourage long-term commitment.\"\/>Companies are using Artificial Intelligence (AI) as an innovation strategy to drive valuable competitive advantage to enhance their innovation strategy. This study investigates the impact of AI service performance, AI information quality, AI system quality on customer satisfaction and commitment amongst young female customers of a fashion e-retailer. Data were collected through a self-administered survey and analyzed using partial least squares structural equation modelling (PLS-SEM) in SmartPLS 4.0. The findings show that AI service performance significantly influences AI information quality, customer satisfaction, and customer commitment, but does not significantly influence AI system quality. The results highlight the central role of AI information quality in driving positive customer experiences with AI-enabled service platforms. The study advances innovation and service quality literature by demonstrating how AI-based service attributes contribute to relational outcomes in online fashion retail. Fashion e-retailers should prioritize intuitive, interactive, and high-quality AI service interfaces to enhance customer satisfaction and encourage long-term commitment.<\/span><\/span>\n<\/p>\n<h4>\n<span style=\"font-family:georgia,serif;\"><span style=\"font-size:12px;\"><strong>Keywords<\/strong><\/span><\/span><br \/>\n<\/h4>\n<p style=\"text-align: justify;\">\n<span style=\"font-family:georgia,serif;\"><span style=\"font-size:12px;\"><meta name=\"citation_Keywords\" content=\"Artificial Intelligence, Service performance, Innovation, Information quality, System quality, Digital.\"\/>Artificial Intelligence, Service performance, Innovation, Information quality, System quality, Digital.<\/span><\/span>\n<\/p>\n<h4>\n<span style=\"font-family:georgia,serif;\"><span style=\"font-size:12px;\"><strong>Full Text: <meta name=\"citation_pdf_url\" content=\"https:\/\/www.etimm.ase.ro\/RePEc\/aes\/jetimm\/2025\/JETIMM_V03_2025_91.pdf\"\/><a href=\"https:\/\/www.etimm.ase.ro\/RePEc\/aes\/jetimm\/2025\/JETIMM_V03_2025_91.pdf\" target=\"_blank\"><span style=\"color: rgb(0, 0, 205);\">download pdf<\/span><\/a><\/strong><\/span><\/span><br \/>\n<\/h4>\n<p>\n<span style=\"font-family:georgia,serif;\"><span style=\"font-size:12px;\"><strong>Cite: <a href=\"https:\/\/www.etimm.ase.ro\/RePEc\/aes\/jetimm\/2025\/JETIMM_V03_2025_91.ris\" target=\"_blank\"><span style=\"color: rgb(255, 0, 0);\">download citation<\/span><\/a> (for EndNote, Reference Manager, ProCite)<\/strong><\/span><\/span>\n<\/p>\n<p>\n&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Title Artificial Intelligence as an Innovation Strategy: The Role of Service Performance on Customer Satisfaction and Commitment Author(s) Anelisa MEMELA, Omphile NTELEKOA, Neo LIGARABA, Suvera BOODHOO Classification JEL M51, M54. Abstract Companies are using Artificial Intelligence (AI) as an innovation strategy to drive valuable competitive advantage to enhance their innovation &hellip;<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_ef_editorial_meta_date_first-draft-date":"","_ef_editorial_meta_paragraph_assignment":"","_ef_editorial_meta_checkbox_needs-photo":"","_ef_editorial_meta_number_word-count":"","footnotes":""},"categories":[32],"tags":[],"coauthors":[18],"class_list":["post-1154","post","type-post","status-publish","format-standard","hentry","category-jetimm_2025"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.etimm.ase.ro\/index.php?rest_route=\/wp\/v2\/posts\/1154","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.etimm.ase.ro\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.etimm.ase.ro\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.etimm.ase.ro\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.etimm.ase.ro\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1154"}],"version-history":[{"count":1,"href":"https:\/\/www.etimm.ase.ro\/index.php?rest_route=\/wp\/v2\/posts\/1154\/revisions"}],"predecessor-version":[{"id":1155,"href":"https:\/\/www.etimm.ase.ro\/index.php?rest_route=\/wp\/v2\/posts\/1154\/revisions\/1155"}],"wp:attachment":[{"href":"https:\/\/www.etimm.ase.ro\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1154"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.etimm.ase.ro\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=1154"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.etimm.ase.ro\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=1154"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.etimm.ase.ro\/index.php?rest_route=%2Fwp%2Fv2%2Fcoauthors&post=1154"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}