Rola sztucznej inteligencji w kształtowaniu satysfakcji klienta: systematyczny przegląd literatury oraz analiza bibliometryczna
DOI:
https://doi.org/10.15611/pn.2025.4.11Słowa kluczowe:
sztuczna inteligencja, satysfakcja klienta, systematyczny przegląd literatury, SLR, zarządzanieAbstrakt
Cel: Celem niniejszego badania jest kompleksowa ocena obecnego stanu wiedzy na temat roli sztucznej inteligencji w kształtowaniu satysfakcji klienta, w szczególności satysfakcji z usług i produktów opartych na sztucznej inteligencji.
Metodyka: Zmierzając do realizacji celu, przeprowadzono przegląd literatury zgodnie z metodą systematycznego przeglądu literatury, korzystając z wytycznych PRISMA. Analiza bibliometryczna i wizualna eksploracja przeglądu literatury zostały przeprowadzone przy użyciu oprogramowania VOSviewer. Wyniki: Uzyskane wyniki badań pozwalają stwierdzić, że w ciągu ostatnich pięciu lat badania nad zastosowaniem sztucznej inteligencji w dziedzinie obsługi klienta i produktów przeszły wyraźną ewolucję. Uwaga badaczy skupia się głównie na działaniach typu front-office, podczas gdy działania typu back-office są omawiane raczej rzadko.
Implikacje i rekomendacje: Poruszana tematyka, jako stosunkowo nowa, znajduje się nadal w fazie rozwoju, a liczba artykułów w tym obszarze będzie prawdopodobnie dynamicznie wzrastać w nadchodzącym okresie. Aby odkryć interesujące luki badawcze, warto pogłębić przedstawione analizy o analizę treści, która jest kolejnym krokiem zaplanowanych badań.
Oryginalność/wartość: Dokonany przegląd literatury ukazuje aktualny stan badań w danym obszarze, identyfikując jednocześnie istotne luki poznawcze, które mogą wyznaczać potencjalnie interesujące kierunki przyszłych eksploracji naukowych.
Pobrania
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Pobrania
Opublikowane
Licencja
Prawa autorskie (c) 2026 Anna Zabłocka-Kluczka, Anna Sałamacha, Edyta Ropuszyńska-Surma, Marcin Lipowski
Utwór dostępny jest na licencji Creative Commons Uznanie autorstwa – Na tych samych warunkach 4.0 Miedzynarodowe.
Accepted 2025-11-14
Published 2026-01-12
