Gomaa Agag

Generative AI communications and firm value: Evidence from digital innovation in tourism, travel, and hospitality firms using deep learning

This study examines whether firm-initiated generative artificial intelligence (GenAI) communications are associated with firm value in UK-listed tourism, travel, and hospitality (TTH) firms. The final sample includes 177 firms from 2018 to 2024, comprising 68 firms with verified...

Empowered generative artificial intelligence in retail service recovery: Recovery justice, customer effort reduction, trust restoration, and purchase behaviour

Retailers increasingly deploy generative artificial intelligence (GenAI) to handle complaints, yet evidence remains limited on when these agents restore purchasing rather than merely improve immediate evaluations. We develop a configuration model in which recovery agent identity...