Purpose The purpose of this study was to investigate the impact of artificial intelligence (AI)
adoption on knowledge workers' innovative work behaviors (IWB), as well as the mediating …

Generative AI-based chatbots have surfaced as a magical tool, revolutionizing the service
industry. Equipped with superior conversational traits and the ability to attune with the …

Recent breakthroughs in affective computing have enabled the shift from mechanical to
empathic chatbots, now capable of detecting, decoding, and mimicking customers' thoughts …

Advancements in artificial intelligence (AI) have driven companies to incorporate AI chatbots
into service encounters. However, research exploring how to balance human and AI …

Product recalls, particularly when perceived as opportunistic, can trigger severe consumer
backlash, undermining brand loyalty and escalating protest behaviors that threaten long …

This study explores how customers' attitudes and preferences influence their interactions
with virtual agents and human support across varying task complexities. Customers with a …

Financial institutions are currently undergoing a significant shift from traditional robo-
advisors to more advanced generative artificial intelligence (GenAI) technologies. This …

Purpose This study investigated consumer perceptions of AI chatbots focusing on sentiment
analysis across Twitter (X) and Reddit during ChatGPT3 through ChatGPT4 launches. It …

The use of chatbots in digital public services is becoming increasingly widespread, and
therefore, it is necessary to foster citizens' trust in chatbots to enhance their satisfaction with …

Financial institutions are currently undergoing a significant shift from traditional roboadvisors
to more advanced generative artificial intelligence (GenAI) technologies. This transformation …