{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,29]],"date-time":"2026-06-29T16:26:06Z","timestamp":1782750366114,"version":"3.54.5"},"reference-count":57,"publisher":"MDPI AG","issue":"1","license":[{"start":{"date-parts":[[2025,2,14]],"date-time":"2025-02-14T00:00:00Z","timestamp":1739491200000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"funder":[{"DOI":"10.13039\/501100001809","name":"National Natural Science Foundation of China","doi-asserted-by":"publisher","award":["72172123"],"award-info":[{"award-number":["72172123"]}],"id":[{"id":"10.13039\/501100001809","id-type":"DOI","asserted-by":"publisher"}]}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["JTAER"],"abstract":"<jats:p>With the advent of the digital intelligence era and the rapid evolution of emerging technologies, Artificial Intelligence (AI) is fundamentally transforming the way consumers and businesses interact, gradually becoming one of the primary tools for companies to continuously improve customer experience and maintain competitiveness. However, existing research on customer experience largely overlooked the disruptive changes brought by the widely applied AI technologies. Therefore, this paper focuses on customer AI experience in the new context, using a mixed research method combining qualitative and quantitative approaches to explore the connotation, measurement, formation mechanism, and related action mechanisms of this construct. This study finds the following: (1) the customer AI experience is an intrinsic and subjective response generated by customers after interacting with AI capabilities, mediated by AI. It specifically includes five dimensions: social experience, intellectual experience, classification experience, exploitation experience, and service experience; (2) its formation and development is a cyclical model comprising three stages: expectation, realization, and reflection, corresponding to the mechanisms of contact, interaction, and comparison; (3) the perceived innovative characteristics of AI technology help customers to have a better AI experience, thereby stimulating customer engagement behavior. This provides certain guidance and reference for enterprises to better understand and utilize AI\u2019s innovative characteristics to improve the customer experience, promote customer engagement, seize opportunities in AI technology development, and maintain a competitive advantage.<\/jats:p>","DOI":"10.3390\/jtaer20010031","type":"journal-article","created":{"date-parts":[[2025,2,14]],"date-time":"2025-02-14T06:52:01Z","timestamp":1739515921000},"page":"31","update-policy":"https:\/\/doi.org\/10.3390\/mdpi_crossmark_policy","source":"Crossref","is-referenced-by-count":17,"title":["Measuring Customer Experience in AI Contexts: A Scale Development"],"prefix":"10.3390","volume":"20","author":[{"ORCID":"https:\/\/orcid.org\/0000-0003-3783-0406","authenticated-orcid":false,"given":"Chunqing","family":"Li","sequence":"first","affiliation":[{"name":"School of Economics and Management, Northwest University, Xi\u2019an 710127, China"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Riyan","family":"Hao","sequence":"additional","affiliation":[{"name":"School of Economics and Management, Northwest University, Xi\u2019an 710127, China"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Ning","family":"Li","sequence":"additional","affiliation":[{"name":"School of Economics and Management, Northwest University, Xi\u2019an 710127, China"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-2376-8464","authenticated-orcid":false,"given":"Chenlu","family":"Zhang","sequence":"additional","affiliation":[{"name":"School of Economics and Management, Northwest University, Xi\u2019an 710127, China"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"1968","published-online":{"date-parts":[[2025,2,14]]},"reference":[{"key":"ref_1","first-page":"232","article-title":"From direct marketing to interactive marketing: A retrospective review of the Journal of Research in Interactive Marketing","volume":"17","author":"Lim","year":"2022","journal-title":"J. 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