Customer Citizenship Behavior And Service Recovery Strategy: Mediated Model Of Ai-Enabled Crm Technology

Abstract

Nowadays, service industry is facing a huge competition due to introduction of AI (Artificial Intelligence). Different organizations are working on the interface of AI in service recovery process and, consequently, measuring different customer behaviors. Customer on the basis of different service recovery strategies supported by AI system are generating very positive behaviors. Due to technological advancement organizations are not lagging behind it. The current manuscript measures the impact of service recovery strategy on customer behaviors when AI-powered customer relationship management (AI-CRM) technology mediates the relationship. All this model is measured in accordance with the technology of AI. All the hypotheses are accepted and shows positive results. Healthcare sector was used as population. Data of 320 customers were collected (patients / attendees using healthcare service at time of data collection). This later study presents implications for the service industries and policy makers keeping in context the AI as important tool. Few of AI constraints are also included in future study and limitations of the study.