Consumer research on conversational agents (CAs) has been growing. To illustrate and
map out research in this field, we conducted a systematic literature review (SLR) of …

The trend of using artificial intelligence based chatbots for service encounters has seen a
significant spike in recent times. Many studies have attempted to explain the adoption of the …

The existing literature suggests that chatbots tend to provide automated and generic
responses that may not fully address complex customer inquiries, particularly when …

Due to contradictory findings in existing literature, the understanding of the adoption
intention of AI-based chatbots has been limited. Hence, the objective of this paper is to …

The main objective of this article is to investigate the factors that influence customers'
intention to reuse chatbot-based services. The study employs a combination of the …

Purpose As information technology advances, the prevalence of AI chatbot products is on
the rise. Despite optimistic market projections, consumer skepticism towards these agents …

Purpose Many firms are investing in digital services to improve customer experiences.
Virtual service agents, or “e-service agents”(“e-agents”) such as chatbots, are examples of …

An awareness about the antecedents and behavioural outcomes of trust in chatbots can
enable service providers to design suitable marketing strategies. An online questionnaire …

Purpose The implementation of customer service chatbots in various industries is
increasingly accepted globally. Previous research has not extensively explored the …

Purpose Is there any symmetric or asymmetric connection between mobile wallet service
quality (MWSQ) dimensions and loyalty intention? Are there any factors that intervene in the …