人工智能技术重塑顾客导向:研究述评与展望  

Artificial Intelligence Technology Reshaping Customer Orientation:A Systematic Review and Research Agenda

作　　者：赵鑫 李子畅 Zhao Xin;Li Zichang(School of Management,Northeastern University at Qinhuangdao,Qinhuangdao 066004,China)

机构地区：[1]东北大学秦皇岛分校管理学院,河北秦皇岛066004

出　　处：《科技管理研究》2025年第1期189-200,共12页Science and Technology Management Research

基　　金：教育部人文社会科学规划基金项目“数字经济时代生活性服务业人机合作团队顾客导向影响因素与效应机制研究”(23YJA630144);国家自然科学基金面上项目“员工算法规避行为的内涵结构、量表开发及多层次影响机制:基于大(小)数据研究方法整合视角”(72372021);中央高校基本科研业务费项目“AI技术赋能的服务员工工作特征模型构建及其影响机制”(N2423044)。

摘　　要：顾客导向是指满足顾客需求并建立长期顾客关系的理念。人工智能技术在服务领域的深入布局改变了整个市场的互动方式,使顾客导向的理论内涵、研究层面、情境应用得到新的拓展。首先,对该领域研究热点与高被引文献进行可视化分析;其次,按照“概念界定—影响因素—作用机制—边界条件”的链条厘清人机交互下顾客导向的研究进展;最后,围绕研究框架图,未来研究可重点关注人工智能技术应用与配置优化对多层面顾客导向的影响机制、顾客旅程视角下顾客导向的动态变化、契约视角下人机合作顾客导向对顾客服务绩效作用机制、人工智能顾客导向与多角度绩效的边界条件。研究结论丰富了顾客导向的理论体系,对促进中国企业合理配置人工智能资源、推进中国式现代化提供启示。Customer orientation(CO)refers to the concept of meeting customer needs and establishing long-term customer relationships.The in-depth layout of artificial intelligence(AI)in the service field has changed the interaction mode of the whole market,leading to a new expansion of the theoretical connotation,research level,and contextual application of CO.Firstly,this paper visualizes and analyzes the research hotspots and highly cited literature in this field.Secondly,it clarifies the research progress of CO under human-computer interaction according to the chain of"concept definition-influencing factors-acting mechanism-boundary conditions".Lastly,based on the above research results and frame diagram,future research can focus on the mechanism of AI application and configuration optimization on multidimensional CO,the dynamic change of CO in the perspective of customer journey,the mechanism of employee-robot cooperative CO on customer service performance in the perspective of psychological contract,and the boundary conditions between AI's CO and multi-perspective performance.The research rusults not only enrich the theoretical framework of CO,but also provide inspiration for Chinese enterprises to rationally allocate AI resources and Chinese-style modernization.

关 键 词：顾客导向 人工智能 人机交互 客户服务绩效 社会认知理论 

分 类 号：F272.92[经济管理—企业管理] F270.7[经济管理—国民经济] G301[文化科学]