关系
业务
中国
心理学
感知
人际交往
知识管理
社会心理学
计算机科学
政治学
神经科学
法学
作者
Paul C.Y. Liu,Weisha Wang,Zi Wang,Ying Yang
标识
DOI:10.1016/j.indmarman.2023.11.007
摘要
While the critical role of guanxi in relationally governed Chinese B2B relationships is well recognised, Artificial Intelligence (AI) assisted smart loan services are introduced to reduce the possible relational bias of humans from a highly interactive, heterogenous, and dyadic relationship. This research is, thus, motivated to investigate how AI influences the relationship between guanxi and relationship performance and the mediating role of engagement. From employing dyadic samples of 283 bankers and 468 SME clients, results show that guanxi increases the relational aspect of relationship performance. We further demonstrate the significant negative moderating effects of perceived ease of use and usefulness. Chinese bankers hold different views from their clients as they believe the functionality and benefits of AI technology (e.g., ease of use and usefulness) do not interfere with their interpersonal guanxi with clients. The differences in perceptions offer fruitful insights contributing to B2B and guanxi literature, and generating managerial recommendations for practitioners.
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