Consumers disclose their private information to merchants when shopping online or
responding to marketing campaigns despite their privacy concerns. Such disclosure is …

The present chapter introduces the concept of Artificial Intelligence-Driven Customer
Service, including key AI (artificial intelligence) enablers that can dramatically transform how …

Abstract Conversational Artificial Intelligence (AI) backed Alexa, Siri and Google Assistants
are examples of Voice-based digital assistants (VBDA) that are ubiquitously occupying our …

Artificial intelligence of things technology provides smart surveillance capability for personal
data digitalization. It will invade individuals' information, physical, and social spaces and …

This study explored digital privacy concerns in the use of chatbots as a digital banking
service. Three dimensions of trust were tested in relation to user self-disclosure in order to …

Purpose This study develops and validates a scale to measure social media influencers'
intimate self-disclosure (SMIs' ISD), by accessing consumer perceptions of the intimacy …

The transactional and disposable nature of liquid consumption has placed trust as the
lifeblood of sharing economy service innovation, enabling billions of strangers across the …

While personal data is invaluable to firms, the drivers of e-commerce customers' willingness
to disclose their personal data remain tenuous. Using social exchange theory, we develop a …

The trend toward personalized offers in online marketing requires buyers to disclose
personal data. Buyers express low willingness to do this while buying online, though many …

Retailers develop personalized websites with the aim of improving customer experience.
However, we still have limited knowledge about the effect of personalization on customer …