Exploring consumers' response to text-based chatbots in e-commerce: the moderating role of task complexity and chatbot disclosure
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 …
potential. This study aims to explore consumers' trust and response to a text-based chatbot …
Human vs. AI: Understanding the impact of anthropomorphism on consumer response to chatbots from the perspective of trust and relationship norms
Text-based chatbots are being touted as a disruptive innovation with unprecedented
business potential. However, frequent failures in human–chatbot conversations have led to …
business potential. However, frequent failures in human–chatbot conversations have led to …
The role of chatbots' human-like characteristics in online shopping
J Fu, S Mouakket, Y Sun - Electronic Commerce Research and …, 2023 - Elsevier
Despite their importance for online shopping, little is known about what motivates customers
to trust and use chatbots. This study fills this gap by investigating factors leading customers …
to trust and use chatbots. This study fills this gap by investigating factors leading customers …
Chatbots in e-commerce: The effect of chatbot language style on customers' continuance usage intention and attitude toward brand
M Li, R Wang - Journal of Retailing and Consumer Services, 2023 - Elsevier
The utilization of chatbots has grown in popularity in recent years, leading to an increasing
interest among academics and practitioners. This study investigates the effect of chatbot …
interest among academics and practitioners. This study investigates the effect of chatbot …
Will artificial intelligence replace human customer service? The impact of communication quality and privacy risks on adoption intention
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 …
making. Based on the computers-are-social-actors paradigm, this study examines the …
Understanding users' acceptance of chatbots: an extended TAM approach
R De Cicco, S Iacobucci, A Aquino… - … Workshop on Chatbot …, 2021 - Springer
Chatbots represent a viable interaction layer between online retailers and customers,
however, when it comes to online purchases in the form of conversational commerce …
however, when it comes to online purchases in the form of conversational commerce …
Trust me, if you can: a study on the factors that influence consumers' purchase intention triggered by chatbots based on brain image evidence and self-reported …
C Yen, MC Chiang - Behaviour & Information Technology, 2021 - Taylor & Francis
Nowadays, chatbots is one of the fast rising artificial intelligence (AI) trend relates to the
utilisation of applications that interact with users in a conversational format and mimic …
utilisation of applications that interact with users in a conversational format and mimic …
The impact of chatbots on customer loyalty: A systematic literature review
L Jenneboer, C Herrando… - Journal of theoretical and …, 2022 - mdpi.com
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 …
to their visitors on a 24/7 basis. The new customer wants to spend less and less time and …
AI-based chatbots in customer service and their effects on user compliance
Communicating with customers through live chat interfaces has become an increasingly
popular means to provide real-time customer service in many e-commerce settings. Today …
popular means to provide real-time customer service in many e-commerce settings. Today …
Using chatbots in e-retailing–how to mitigate perceived risk and enhance the flow experience
Purpose Chatbots represent an undeniable player between online retailers and customers
as they boost operational efficiency and bring cost savings to businesses while offering …
as they boost operational efficiency and bring cost savings to businesses while offering …