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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.

Total 426 questioners are collected from the customers who consumed intelligent service robot.

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.

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.

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.

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.

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.

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.

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.

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.

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.

This paper aims to study the influence of load and environment medium on the fretting behavior of SAF 2507 SDSS.

In this study, the effect of load on the fretting behavior of SAF 2507 SDSS in air and sea water were studied. The fretting wear tests under different loads were conducted with a ball-on-flat contact configuration. The friction coefficient, wear volume, surface morphology and oxidation component were determined.

With the increase of applied load, the friction coefficient decreases both in air and sea water. The fretting mechanism is gradually transformed from partial slip regime to slip regime in air while the fretting counterparts are all in the state of gross slip in sea water. In sea water, the friction coefficient is lower while the wear loss is higher compared with that in air.

This research suggests that the fretting behavior of SAF 2507 SDSS is related to load and environment medium.

The results may help us to choose the appropriate load under different environments.

The main originality of the research is to reveal the fretting behavior of SAF 2507 SDSS under different loads in air and sea water, which would help us to realize fretting behavior of SAF 2507 SDSS is controlled by the combination of applied load and lubricating environment.

The peer review history for this article is available at: http://dx.doi.org/10.1108/ILT-08-2019-0335.

This study aims to provide a method for classifying travellers’ requirements to help hoteliers understand travellers’ requirements and improve hotel services. Specifically, this study develops a strength-frequency Kano (SF-Kano) model to classify the requirements expressed by travellers in online reviews.

The strength and frequency of travellers’ requirements are determined through sentiment and statistical analyses of the 13,217 crawled online reviews. The proposed method considering the interaction between strength and frequency is proposed to classify the different travellers’ requirements.

This study identifies 13 travellers’ requirements by mining online reviews. According to the results of the improved Kano model, the six travellers’ requirements belong to one-dimensional requirements; two travellers’ requirements belong to must-be requirements; three travellers’ requirements belong to attractive requirements; two travellers’ requirements belong to indifferent requirements.

Results of this research can guide hoteliers to address hotel service improvement strategies according to the types of travellers’ requirements. This study can also expand the analysis scope of hotel online reviews and provide a reference for hoteliers to understand travellers’ requirements.

By mining online reviews, this study proposes an SF-Kano model to classify travellers’ requirements by considering both the strength and frequency of requirements. This study uses the optimisation model to determine the classification thresholds. This process maximises travellers’ satisfaction at the lowest cost. The classification results of travellers’ requirements can help hoteliers gain a deeper understanding of travellers’ requirements and prioritise service improvements.

Food recalls are more potentially harmful than other product recalls. This research aimed to investigate the effect of the recall strategies of food corporations on their brand image and consumers’ purchase intention.

This study adopts a between-subjects experiment of 2 (corporate recall strategy: voluntary recall, mandatory recall) *3 (food recall level (severity): high, medium, low), and recruits 224 consumers involved in cereal product recall in China. The authors inductively examine the effects of voluntary and mandatory recall on consumer perception and behavior intentions in the recall process.

Voluntary recall (vs. mandatory recall) will improve corporate brand responsibility image (vs. brand ability image) and consumers’ purchase intention to focal brand (vs. competitive brand and organic brand). Perceived corporate legitimacy and food safety play a mediating role. The former has a greater positive impact on brand image, and the latter has a more significant favorable influence on purchase intention. Furthermore, recall level has a moderating effect on the association between corporate recall strategy and perceived food safety, but is not significant in the effect of corporate recall strategy on perceived corporate legitimacy.

Previous inconsistent conclusions cannot effectively guide food corporations to manage recall strategies. This paper demonstrates the response mechanism of the recall strategy from the perspective of corporate social responsibility, which is beneficial to food safety crisis management and research.