In the digital environment, chatbots as customer service agents assist consumers in decision
making. Based on the computers-are-social-actors paradigm, this study examines the …

Human–artificial intelligence (AI) teaming is a service system in which AI agents work
interdependently toward a common goal alongside human agents. Although many …

This study examined how artificial intelligence (AI)-driven chatbots impact user experience. It
collected survey data from 1,064 consumers who used any chatbot service from the top 30 …

This research aims to explore the determinants of users' satisfaction and loyalty towards
ChatGPT while also investigating ethical concerns related to the usage of the artificial …

Artificial intelligence (AI) chatbots and human employees have emerged as the dominant
forms of online customer service. However, existing research rarely connects the service …

Purpose Artificial intelligence (AI)-based chatbots have brought unprecedented business
potential. This study aims to explore consumers' trust and response to a text-based chatbot …

Text-based chatbots are being touted as a disruptive innovation with unprecedented
business potential. However, frequent failures in human–chatbot conversations have led to …

Currently, online retailers evaluate whether chatbots—software programs that interact with
users using natural languages—could improve their customers' satisfaction. In a retail …

More and more companies have implemented chatbots on their websites to provide support
to their visitors on a 24/7 basis. The new customer wants to spend less and less time and …

This study examines how the certainty of consumer needs affects consumers' acceptance of
artificial intelligence (AI) chatbots in the online pre-purchase stage. Three experiments are …