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 …

This study identified the research trends and intellectual structure of chatbots, through
chatbot-related articles to suggest a future research agenda. Systematic literature reviews …

Few studies have examined user motivations to use generative artificial intelligence (AI).
This research aims to address this gap by examining how user motivations for ChatGPT …

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 …

Text-based chatbots are being touted as a disruptive innovation with unprecedented
business potential. However, frequent failures in human–chatbot conversations have led to …

In the digital environment, chatbots as customer service agents assist consumers in decision
making. Based on the computers-are-social-actors paradigm, this study examines the …

Artificial Intelligence (AI) has become essential to Electronic-Commerce technology over the
past decades. Its fast growth has changed the way consumers do online shopping. Using …

The utilization of chatbots has grown in popularity in recent years, leading to an increasing
interest among academics and practitioners. This study investigates the effect of chatbot …

Purpose This study investigates whether and how the service quality of artificial intelligence
(AI) chatbots affects customer loyalty to an organization. Design/methodology/approach …

With the application of artificial intelligence (AI) technology in organizational frontlines,
customers' service experiences have begun to shift from interactions with service personnel …