An increasing number of firms introduce service robots, such as physical robots and virtual
chatbots, to provide services to customers. While some firms use robots that resemble …

Artificial intelligence (AI) characterizes a new generation of technologies capable of
interacting with the environment and aiming to simulate human intelligence. The success of …

Chatbots have become common in digital customer service contexts across many industries.
While many companies choose to humanize their customer service chatbots (eg, giving …

As AI-enhanced technologies become common in a variety of domains, there is an
increasing need to define and examine the trust that users have in such technologies. Given …

Artificial intelligence (AI) helps companies offer important benefits to consumers, such as
health monitoring with wearable devices, advice with recommender systems, peace of mind …

With the rise of automated and autonomous agents, research examining Trust in Automation
(TiA) has attracted considerable attention over the last few decades. Trust is a rich and …

Lack of trust is one of the main obstacles standing in the way of taking full advantage of the
benefits artificial intelligence (AI) has to offer. Most research on trust in AI focuses on …

Purpose Extant research mainly focused on potentially negative customer responses to
service robots. In contrast, this study is one of the first to explore a service context where …

The purpose of this study was to explore factors affecting users' acceptance of automated
vehicles (AVs, Level 3). A theoretical acceptance model was proposed by extending the …

In the current era, interacting with Artificial Intelligence (AI) has become an everyday activity.
Understanding the interaction between humans and AI is of potential value because, in …