The need of the hour is to encourage research on topics with newness and novelty. In this
context, this article discusses multidimensional benefits and potential pitfalls of using …

As a rapidly emerging generative AI chatbot, ChatGPT has garnered unprecedented global
attention for its advanced AI-based text generation capabilities. However, the issue of …

This review aims to examine the latest research on online customer experience (OCE),
which can be defined as consumer's cognitive, emotional, and behavioral response to …

The notion of 'anthropomorphism'has been a subject of intrigue for transdisciplinary
academics and scholars for the longest time, as the origin of this concept dates back to the …

As chatbots gain widespread adoption in online customer service, optimizing their inherent
value and enhancing customer satisfaction emerges as an indispensable concern …

This study measures the effects of chatbot anthropomorphic language on customers'
perception of chatbot competence and authenticity on customer engagement while taking …

Prior research has shown that humor can positively impact service recovery in face-to-face
interactions. However, the efficacy of using humor in virtual environments for chatbots to …

This study investigated the impact of anthropomorphism on customers' decisions to use
artificial intelligence (AI) devices in hotels, along with other traditional predictors. The study's …

Purpose Customer service conversations are becoming increasingly digital and automated,
leaving service encounters impersonal. The purpose of this paper is to identify how …

An increasing number of enterprises are deploying chatbots to enhance service efficiency
and reduce customer service costs. However, many customers prefer to switch to a human …