征稿期刊

Industrial Marketing Management

期刊级别

SSCI (JCR 2023)

IF 7.8

Q1 (BUSINESS 27/302)

Q1 (MANAGEMENT 28/401)

征稿主题

Engaging Industrial Customers with AI-Enabled Service Recovery

细分领域

What is the differential impact of AI-enabled (vs. human) service recovery on industrial customers’ engagement?

How does adopting a hybrid (AI- and human-based) service recovery journey impact customer engagement?

How do different AI tools (e.g., chatbots) affect cognitive, emotional, and behavioral engagement outcomes in industrial service recovery journeys?

What key factors may facilitate (vs. inhibit) the effect of AI-enabled service recovery on industrial customers’ positive engagement with the recovery effort, the brand, the firm, and/or other stakeholders of the firm while minimizing their negative engagement?

How may reactive (vs. proactive) AI-enabled service recovery impact industrial customers' and other stakeholders' engagement with the recovery effort, the brand, and the firm?

How does the reliance on AI-enabled service recovery impact industrial employees' engagement, skill development, motivation, and retention?

How can predictive analytics in AI-enabled service platforms mitigate potential service failures before they occur or optimize customers' engagement with industrial firms' proactive (vs. reactive) service recovery efforts?

How do specific AI applications (e.g., machine learning, deep learning, NLP; predictive vs. generative AI; mechanical, thinking, or feeling AI; Huang & Rust, 2021) impact B2B service recovery journeys?

What AI features (e.g., speed, accuracy, tone of voice, or response personalization) drive the effectiveness of AI-enabled service recovery journeys in addressing industrial service failures?

What metrics should industrial firms use to assess the performance of AI-enabled service recovery tactics and tools (e.g., to measure the return on their investment in AI-enabled service recovery)?

How do industrial firms ensure AI's ethical and sustainable use in service recovery while maintaining or enhancing their customers' engagement?

What mechanisms and strategies can be implemented to ensure transparency and accountability of AI-enabled service recovery in industrial firms, and how might these affect customer engagement?

重要时间

Submission Deadline: 1 March 2026