Leveraging Emotional and Artificial Intelligence for Organisational Performance
Prentice, Catherine
- 出版商: Springer
- 出版日期: 2024-05-13
- 售價: $5,950
- 貴賓價: 9.5 折 $5,653
- 語言: 英文
- 頁數: 176
- 裝訂: Quality Paper - also called trade paper
- ISBN: 9819918677
- ISBN-13: 9789819918676
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相關分類:
GAN 生成對抗網絡、人工智慧
海外代購書籍(需單獨結帳)
相關主題
商品描述
This book is structured as follows. Chapters 2 and 3 demystify emotional and artificial intelligence, from different perspectives, including conceptualisations, the history and evolution of the concepts, how they function and where they can apply to. These discussions help readers understand what exactly these two intelligences are. Chapters 4 and 5 analyse how emotional intelligence is related to employees and customers, respectively, with a focus on service organisations. Chapters 6-8 are dedicated to anatomising AI and how it is operationalised as a service to influence employees and customers. Specifically, viewing AI as a service, Chapter 6 examines the impact of AI service quality and how it is related to employee service quality. Chapter 7 analyses the influence of AI service quality on customers. Based on the discussion in Chapters 6 and 7, Chapter 8 is extended to develop a scale to measure such AI service, named AI service quality.
The last three chapters of this book integrate EI and AI to analyse their respective impacts on employees and customers. Chapter 9 proposes EI as a moderator of AI, whereas Chapter 10 proposes AI as a moderator of EI. Chapter 11 employs service profit chain to integrate EI and AI in the chain relationship to understand their effects on both employees and customers. This chapter broadly covers the service industry with a focus on tourism and hospitality sector. The discussion on the impact of EI and AI is complemented with empirical studies conducted in tourism or hospitality context to address their effects in these sectors.
商品描述(中文翻譯)
這本書採取了新的立場,將情緒智能(EI)和人工智能(AI)視為由服務員工和機器提供的服務,作為組織向客戶提供的產品。由於情緒智能和人工智能對個人、企業以及其他方面都有廣泛的影響,本書專注於組織背景下,特別是從市場營銷的角度來看它們如何影響員工和客戶。本書的立場與服務的概念相一致。本書認為企業中的智能必須成為組織資產,以體現其價值。此外,本書探討了這個以服務為主導的邏輯時代,相對於有形產品,服務在組織績效和客戶與組織的關係中起著關鍵作用。無論是人類還是機器展示的智能都不是有形產品,但可以作為一種服務來幫助員工執行任務和提供服務,並促進業務交易和客戶體驗。
本書的結構如下。第2章和第3章從不同的角度解析了情緒智能和人工智能,包括概念化、概念的歷史和演變、它們的功能以及它們可以應用的範圍。這些討論有助於讀者了解這兩種智能究竟是什麼。第4章和第5章分別分析了情緒智能與員工和客戶的關係,重點關注服務組織。第6章至第8章專門分析了人工智能以及它作為一種服務如何影響員工和客戶。具體而言,將人工智能視為一種服務,第6章檢視了人工智能服務質量的影響以及它與員工服務質量的關係。第7章分析了人工智能服務質量對客戶的影響。基於第6章和第7章的討論,第8章進一步發展了一個衡量此類人工智能服務的尺度,名為人工智能服務質量。
本書的最後三章將情緒智能和人工智能整合起來,分析它們對員工和客戶的影響。第9章提出情緒智能作為人工智能的調節變量,而第10章提出人工智能作為情緒智能的調節變量。第11章運用服務利潤鏈來整合情緒智能和人工智能在鏈關係中的作用,以了解它們對員工和客戶的影響。本章廣泛涵蓋服務行業,特別關注旅遊和酒店業。對情緒智能和人工智能的影響的討論,還通過在旅遊或酒店環境中進行的實證研究來解決它們在這些行業中的影響。
作者簡介
Professor Catherine Prentice is a Professor of Marketing, Head of Marketing Discipline, University of Southern Queensland, Australia, the director of Asia Pacific Association for Gambling Studies and a founding committee of New Silk Road World Forum. Prior to her academic career, Catherine had worked in various industries for over a decade as a business owner of 12 medical clinics, travel agency, restaurants as well as a senior corporate executive at one of the largest corporations in Asia Pacific. She has published extensively in top-tier marketing and management journals. Her main research interests include artificial intelligence, emotional intelligence, service research, consumer psychology, consumer behaviours, branding, services and relationship marketing, and gambling studies. She currently serves as Associate Editor of several Q1 journals and an editorial member of over a dozen of Q1 journals.
作者簡介(中文翻譯)
凱瑟琳·普倫蒂斯教授是澳大利亞昆士蘭南方大學市場學教授、市場學學科主任,亞太博彩研究協會主任以及新絲綢之路世界論壇創始委員會成員。在學術生涯之前,凱瑟琳在不同行業工作超過十年,擔任過12家醫療診所、旅行社、餐廳的業主,並在亞太地區最大的企業之一擔任高級企業執行官。她在頂尖市場學和管理學期刊上發表了大量論文。她的主要研究興趣包括人工智能、情商、服務研究、消費心理學、消費行為、品牌、服務和關係營銷以及博彩研究。她目前擔任多個Q1期刊的副編輯和十幾個Q1期刊的編輯成員。