Chatbots' role in service contexts is changing to ensure better connectedness with
customers in the digital marketing era. Thus, developing an understanding of how to …

This study reviews the use of artificial intelligence (AI) technology applications, particularly
augmented reality (AR) and virtual reality (VR), in the beauty and cosmetic industry (BCI). It …

Purpose: This study examines the process formation of customer loyalty and customer value
co-creation towards AI chatbots by exploring the successive effects of perceived value …

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 Conceptual and empirical research over the past 20 years has moved the social
media (SM) literature beyond the embryotic stage to a well-developed academic discipline …

The ubiquity of chatbots continues to expand offering a multitude of benefits for firms. While
acknowledging the capabilities of AI chatbots to handle customer interactions and improve …

To enter the offline channel, the community-based group buying (CGB) platform usually
recruits group leaders to perform corresponding tasks (ie, creating new customers …

Abstract Service outcome valence is a prominent contextual factor that has been under-
researched in studies of consumer response to automated service-givers. We investigate …

This study explores the elements of caring and its relationship with customer-value co-
creation in the context of chat-based service encounters. For this purpose, 123 chat …

In recent years, Over-the-Top (OTT) streaming services have become increasingly popular
as a form of digital leisure, triggering a significant shift of users from traditional television …