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Artificial intelligence (AI) has become a pivotal technology in both marketing and daily life. Despite extensive research on the benefits of AI, its adverse effects on customers have received limited attention.

We employed meta-analysis to synthesise effect sizes from 45 studies encompassing 50 independent samples (N = 19,503) to illuminate the negative facets of AI's impact on customer responses.

Adverse effects of AI, including privacy concern, perceived risks, customer alienation, and uniqueness neglect, have a negative and significant effect on customers' cognitive (perceived benefit, trust), affective (attitude and satisfaction) and behavioural responses (purchase, loyalty, well-being). Additionally, moderators in AI (online versus offline), customer (age, male vs. female), product (hedonic vs. utilitarian, high vs. low involvement), and firm level (service vs. manufacturing) and national level (individualism, power distance, masculinity, uncertainty avoidance, long-term orientation) moderate these relationships.

Our findings inform marketing managers about the drawbacks of utilising AI as part of their value proposition and provide recommendations on how to minimise these effects in different contexts. Additionally, policymakers need to consider the dark side of AI, especially among the vulnerable groups.

This paper is among the first research studies that synthesise previous research on the dark side of AI, providing a comprehensive view of its diminishing impact on customer responses.

The utilization of mobile fitness applications (apps) is on the rise, making user retention and engagement critical factors in the commercial success of these apps. However, research in this area is limited and fragmented. The objective of this study is to conduct a thorough review of the available literature on the effects of digital innovations, gamification, artificial intelligence (AI) and machine learning (ML) on user engagement with fitness mobile apps. The findings reveal the relationships between gamification, the use of AI/ML and technology adoption on user engagement, interaction and intent to use. Additionally, the study highlights the importance of understanding how user experience, customer experience and brand experience impact customer retention and contribute to the overall success of mobile fitness apps. Furthermore, the study also identifies the gaps in the current research and recommends further studies to be conducted in these areas. Future research is encouraged to incorporate elements from the experience domains to provide consumers with engaging interactions and improve retention and commercial success for mobile fitness apps.

Scientists have been conducting trials to find ways to reduce fuel consumption and enhance heat transfer rates to make heating systems more efficient and cheaper. Adding solid nanoparticles to conventional liquids may greatly improve their thermal conductivity, according to the available evidence. This study aims to examine the influence of external magnetic flux on the flow of a mixed convective Maxwell hybrid non-Newtonian nanofluid over a linearly extending porous flat plate. The investigation considers the effects of thermal radiation, Dufour and Soret.

The mathematical model is formulated based on the fundamental assumptions of mass, energy and momentum conservation. The implicit models are epitomized by a set of interconnected nonlinear partial differential equations, which include a suitable and comparable adjustment. The numerical solution to these equations is assessed for approximate convergence by the Runge−Kutta−Fehlberg method based on the shooting technique embedded with the MATLAB software.

The findings are presented through graphical representations, offering a visual exploration of the effects of various dynamic parameters on the flow field. These parameters encompass a wide range of factors, including radiation, thermal and Brownian diffusion parameters, Eckert, Lewis and Soret numbers, magnetic parameters, Maxwell fluid parameters, Darcy numbers, thermal and solutal buoyancy factors, Dufour and Prandtl numbers. Notably, the authors observed that nanoparticles with a spherical shape exerted a significant influence on the stream function, highlighting the importance of nanoparticle geometry in fluid dynamics. Furthermore, the analysis revealed that temperature profiles of nanomaterials were notably affected by their shape factor, while concentration profiles exhibited an opposite trend, providing valuable insights into the behavior of nanofluids in porous media.

A distinctive aspect of the research lies in its novel exploration of the impact of external magnetic flux on the flow of a mixed convective Maxwell hybrid non-Newtonian nanofluid over a linearly extending porous flat plate. By considering variables such as solar radiation, external magnetic flux, thermal and Brownian diffusion parameters and nanoparticle shape factor, the authors ventured into uncharted territory within the realm of fluid dynamics. These variables, despite their significant relevance, have not been extensively studied in previous research, thus underscoring the originality and value of the authors’ contribution to the field.

Gamification in mobile apps has emerged as a compelling strategy to foster firm’s relationships with their customers through mobile applications. This study utilizes a meta-analytic review to demonstrate how gamification shapes consumer responses and how moderator variables play a role in this process.

The study employed a meta-analytic review to combine and synthesize data from 62 studies, including 71 independent samples and a sample size of 20,510 to test the research model and examine the role of moderators in this model.

Findings reveal that gamification, through the customer experience components (cognitive, hedonic, pragmatic and social elements), leads to customer engagement, resulting in word-of-mouth and loyalty. However, privacy concerns play a destructive role in this process, deteriorating customer–firm relationships. Moderator analysis indicates that gamification design elements, such as rewards, progression and customization systems, along with product and service benefit, involvement, familiarity and firm type moderate the relationship between gamification and customer response.

The meta-analysis main and moderator analysis results provide several insights for marketing managers that assist them in developing an effective gamification in mobile app strategy.

The findings reveal novel insights, encompassing both the bright and dark sides of the influence of gamification on customer response, while also examining the moderating roles of gamification, product and service and firm characteristics.

This research mirrors a 360° probe into bibliometric review of various studies aimed to examine the relationship between financial inclusion and sustainable development (FI and SD). It also offers a conspectus of apex contributors, influential articles, key journals and potential avenues for further research in this crucial area of global progress.

The study is the abstract of a total 233 papers on the subject representing a period between 2012 and 2023 in the Scopus database in the domain. This investigation probes into publication trends, the most inexhaustible contributors by national journals, publications and authors. The study conducts keyword co-occurrence analysis and examines thematic evolution using Vosviewer and Biblioshiny.

The findings reveal four prominent clusters: (a) Financial growth with FI, (b) Economic Empowerment with Sustainable Goals, (c) Environmental Sustainability and (d) Microfinance and Digital Era. Furthermore, the study paves way for the future research agenda with the help of these research themes.

To the best of the authors’ knowledge, this paper is the first of its kind in deeply probing the literature on FI and SD from a bibliometric perspective. Hence the findings of this study is a powerful weapon for researchers and practitioners coupled with future research inquiries, offering valuable insights and establishing robust quantitative foundations for advancing knowledge in the realms of FI and SD.

Analyzing and reducing entropy generation is useful for enhancing the thermodynamic performance of engineering systems. This study aims to explore how polymers and nanoparticles in the presence of Lorentz forces influence the fluid behavior and heat transfer characteristics to lessen energy loss and entropy generation.

The dispersion model is initially used to examine the behavior of polymer additives over a magnetized surface. The governing system of partial differential equations (PDEs) is subsequently reduced through the utilization of similarity transformation techniques. Entropy analysis is primarily performed through the implementation of numerical computations on a non-Newtonian polymeric FENE-P model.

The numerical simulations conducted in the presence of Lorentz forces provide significant insights into the consequences of adding polymers to the base fluid. The findings suggest that such an approach minimizes entropy in the flow region. Through the utilization of polymer-MHD (magnetohydrodynamic) interactions, it is feasible to reduce energy loss and improve the efficiency of the system.

This study’s primary motivation and novelty lie in examining the significance of polymer additives as agents that reduce entropy generation on a magnetic surface. The author looks at how nanofluids affect the development of entropy and the loss of irreversibility. To do this, the author uses the Lorentz force, the Soret effect and the Dufour effect to minimize entropy. The findings contribute to fluid mechanics and thermodynamics by providing valuable insights for engineering systems to increase energy efficiency and conserve resources.

This study aims to investigate numerically the impact of the three-dimensional convective nanoliquid flow on a rotating frame embedded in the non-Darcy porous medium in the presence of activation energy. The cross-diffusion effects, i.e. Soret and Dufour effects, and heat generation are included in the study. The convective heating condition is applied on the bounding surface.

The control model consisted of a system of partial differential equations (PDE) with boundary constraints. Using suitable similarity transformation, the PDE transformed into an ordinary differential equation and solved numerically by the Runge–Kutta–Fehlberg method. The obtained results of velocity, temperature and solute concentration characteristics plotted to show the impact of the pertinent parameters. The heat and mass transfer rate and skin friction are also calculated.

It is found that both Biot numbers enhance the heat and mass distribution inside the boundary layer region. The temperature increases by increasing the Dufour number, while concentration decreases by increasing the Dufour number. The heat transfer is increased up to 8.1% in the presence of activation energy parameter (E). But, mass transfer rate declines up to 16.6% in the presence of E.

The applications of combined Dufour and Soret effects are in separation of isotopes in mixture of gases, oil reservoirs and binary alloys solidification. The nanofluid with porous medium can be used in chemical engineering, heat exchangers and nuclear reactor.

This study is mainly useful for thermal sciences and chemical engineering.

The uniqueness in this research is the study of the impact of activation energy and cross-diffusion on rotating nanoliquid flow with heat generation and convective heating condition. The obtained results are unique and valuable, and it can be used in various fields of science and technology.

Effective customer journey design (ECJD) is considered a key variable in customer experience management and an essential source of brand meaning and pro-brand behavior. Although previous research has confirmed its importance for driving brand attitudes and loyalty, the role of consumer-brand identification as a social identity-based influence in this relationship has not yet been discussed. Drawing on construal level and social identity theories, this paper aims to investigate whether effective journeys and the resulting overall journey experience are equally powerful in driving brand loyalty among customers with different levels of consumer-brand identification.

The present article develops and tests a research model using data from the European and US service sectors (N = 1,454) to investigate how and when ECJD affects service brand loyalty.

Across two cultural contexts, four service industries and 33 service brands, the results reveal that ECJD is a crucial driver of service brand loyalty for customers with low consumer-brand identification. Moreover, the findings show that different aspects of journey effectiveness positively impact the valence of customers’ experience related to those journeys – a process that is ultimately decisive for their brand loyalty.

This study is unique because it generates theoretical and practical knowledge by combining the literature streams of customer journey design, customer experience and branding. Furthermore, this work demonstrates that consumer-brand identification is a critical boundary condition to be considered in the relationship between ECJD and brand loyalty in services.

The purpose of this paper is to examine patient engagement in remote consultation services, an increasingly important issue facing Healthcare Operations Management (HOM) given the significant expansion in this and other forms of telehealth worldwide over the last decade. We use our analysis of the literature to develop a comprehensive framework that incorporates the patient journey, multidimensionality, antecedents and consequences, interventions and improvement options, as well as the cyclic nature of patient engagement. We also propose measures suitable for empirical assessment of different aspects of our framework.

We undertook a comprehensive review of the extant literature using a systematic review approach. We identified and analysed 63 articles published in peer-reviewed scientific journals between 2003 and 2022.

We conceptualise patient engagement with remote consultation across three key aspects: dimensions, process, and the antecedents and consequences of engagement. We identify nine contextual categories that influence such engagement. We propose several possible metrics for measuring patient engagement during three stages (before service, at/during service and after service) of remote consultation, as well as interventions and possible options for improving patient engagement therein.

The primary contribution of our research is the development of a comprehensive framework for patient engagement in remote consultation that draws on insights from literature in several disciplines. In addition, we have linked the three dimensions of engagement with the clinical process to create a structure for future engagement assessment. Furthermore, we have identified impact factors and outcomes of engagement in remote consultation by understanding which can help to improve levels of adoption, application and satisfaction, and reduce healthcare inequality. Finally, we have adopted a “cyclic” perspective and identified potential interventions that can be combined to further improve patient engagement in remote consultation.