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001467874 001__ 1467874
001467874 003__ OCoLC
001467874 005__ 20230707003343.0
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001467874 008__ 230514s2023\\\\si\\\\\\ob\\\\000\0\eng\d
001467874 020__ $$a9789819918652$$q(electronic bk.)
001467874 020__ $$a9819918650$$q(electronic bk.)
001467874 020__ $$z9819918642
001467874 020__ $$z9789819918645
001467874 0247_ $$a10.1007/978-981-99-1865-2$$2doi
001467874 035__ $$aSP(OCoLC)1378931932
001467874 040__ $$aYDX$$beng$$cYDX$$dGW5XE
001467874 049__ $$aISEA
001467874 050_4 $$aHD58.9
001467874 08204 $$a658.4013$$223/eng/20230524
001467874 1001_ $$aPrentice, Catherine.
001467874 24510 $$aLeveraging emotional and artificial intelligence for organisational performance /$$cCatherine Prentice.
001467874 260__ $$aSingapore :$$bSpringer,$$c2023.
001467874 300__ $$a1 online resource
001467874 504__ $$aIncludes bibliographical references.
001467874 5050_ $$aIntroduction -- Demystify emotional intelligence -- Demystify artificial intelligence -- EI and employees -- EI and customers -- AI and employees -- AI and customers -- Development of artificial intelligence service quality scale -- EI, AI and employees -- EI, AI and customers -- EI, AI, employees and customers.
001467874 506__ $$aAccess limited to authorized users.
001467874 520__ $$aThis book takes a fresh stance and views EI and AI as services that are provided by service employees and machines as organisational offerings to customers. As emotional intelligence (EI) and artificial intelligence (AI) have been cited to have broad effects on individuals, businesses and beyond, this book is focused on the organisational context, specifically how they affect employees and customers from a marketing perspective. The stance in this book is consistent with the conceptualisation of a service. This book holds that intelligence in businesses must turn into organisational assets to manifest their values. Further, this book explores this service-dominant logic era, and compared to tangible products, service plays a key role in organisational performance and customer relationship with the organisation. Intelligence exhibited either by human or machine is not a tangible product, but can be utilised as a service to assist employees in performing tasks and delivering services as well as facilitating business transaction and customer experience. 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 68 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.
001467874 588__ $$aOnline resource; title from PDF title page (SpringerLink, viewed May 24, 2023).
001467874 650_0 $$aOrganizational effectiveness.
001467874 650_0 $$aEmotional intelligence.
001467874 650_0 $$aArtificial intelligence.
001467874 655_0 $$aElectronic books.
001467874 77608 $$iPrint version: $$z9819918642$$z9789819918645$$w(OCoLC)1372393597
001467874 852__ $$bebk
001467874 85640 $$3Springer Nature$$uhttps://univsouthin.idm.oclc.org/login?url=https://link.springer.com/10.1007/978-981-99-1865-2$$zOnline Access$$91397441.1
001467874 909CO $$ooai:library.usi.edu:1467874$$pGLOBAL_SET
001467874 980__ $$aBIB
001467874 980__ $$aEBOOK
001467874 982__ $$aEbook
001467874 983__ $$aOnline
001467874 994__ $$a92$$bISE