This mixed-method investigation proposes and empirically tests a human-Artificial Intelligence (AI) relationship development model in the context of social chatbots. Utilizing …
Y Ruan, J Mezei - Journal of Retailing and Consumer Services, 2022 - Elsevier
The increasing adoption of AI chatbots in online shopping assistance, as a complement or substitute for human frontline employees (HFLEs), leads to the question whether HFLEs …
Purpose The objective of this study is to provide a systematic review of the literature on artificial intelligence (AI) in customer-facing financial services, providing an overview of …
EWT Ngai, MCM Lee, M Luo, PSL Chan… - … Commerce Research and …, 2021 - Elsevier
This study proposes an intelligent knowledge-based conversational agent system architecture to support customer services in e-commerce sales and marketing. A pilot …
Research background: This article discusses how artificial intelligence (AI) is affecting workers' personal and professional lives, because of many technological disruptions driven …
A De Keyser, WH Kunz - Journal of Service Management, 2022 - emerald.com
Purpose Service robots are now an integral part of people's living and working environment, making service robots one of the hot topics for service researchers today. Against that …
Friend, mentor, lover: does chatbot engagement lead to psychological dependence? | Emerald Insight Books and journals Case studies Expert Briefings Open Access Publish with us Advanced …
Workplaces are increasingly adopting emotion AI, promising benefits to organizations. However, little is known about the perceptions and experiences of workers subject to …