The impact of augmented reality on overall service satisfaction in elaborate servicescapes

Abstract

Purpose

Artificial intelligence (AI) has the potential to facilitate service provision and forms the basis for various smart services, such as augmented reality (AR) apps. The purpose of this study is to investigate the guiding help of an AR app in elaborate servicescapes, which typically constitute complex environments. The study examines how an AR guidance app impacts service evaluation.

Design/methodology/approach

This research conducted a field experiment during a trade fair. It employed a two-group between-subjects design (AR app vs traditional 2D map) in order to examine how guidance through complex environments affects overall service satisfaction. Hypotheses were tested through analysis of covariance (ANCOVA), moderated regression, and PROCESS.

Findings

The results reveal that an AR app compared to a traditional 2D map leads to significantly higher overall service satisfaction. This relationship is mediated by perceived complexity reduction. Moreover, perceived behavioral control acts as a moderator. Further, the usage of an AR app tends to improve customer loyalty.

Practical implications

Managers learn whether it is worthwhile to employ AR apps in elaborate service environments as well as how to implement them.

Originality/value

By conducting a field experiment and examining a concrete AI-based smart service (i.e. an AR app), this research adds to the AI literature, which has been mostly conceptual, and contributes to the underexamined field of elaborate servicescapes.

Citation

Gäthke, J. (2020), "The impact of augmented reality on overall service satisfaction in elaborate servicescapes", Journal of Service Management, Vol. 31 No. 2, pp. 227-246. https://doi.org/10.1108/JOSM-05-2019-0151