Increasing customer service competencies of airports: virtual integration competence, warmth and intimacy of artificial intelligence services

Abstract

Purpose

Airports are an essential part of the airline value chains. Artificial intelligence (AI) technologies are widely used at airports; the study aims to explore how the virtual integration competence and the perceived warmth of AI in airports increase customer service competencies and satisfy their passengers.

Design/methodology/approach

Based on the perspectives of digital competencies and hybrid intelligence, a continued usage intention model was analyzed using the partial least squares approach; this study used purposed sampling to collect data from those airports; participants who adopted the AI service in airports in Beijing, Taipei and Singapore who have the potential to use AI service usage experience more than three times and 384 completed questionnaires were analyzed.

Findings

AI innovations serve human tasks at airports and analytics applications as change drivers and can replace legacy procedures. The research findings help point out the perceived warmth of AI and the virtual integration competence of airports utilizing the intimacy of AI services.

Originality/value

AI innovations provide a service change to replace human tasks and intelligence and analytics applications at airports. AI services are a powerful tool for airports to serve their passengers efficiently; airports will collaborate with airlines to offer AI services to passengers.

Citation

Ku, E.C.S. (2024), "Increasing customer service competencies of airports: virtual integration competence, warmth and intimacy of artificial intelligence services", Business Process Management Journal, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/BPMJ-12-2023-0948