Purpose Despite the fact that chatbots have been largely adopted for the last few years, a
comprehensive literature review research focusing on the intention of individuals to adopt …

The authors discuss the motivations for this special issue and propose a conceptual
frameworkpertaining to the issue's theme. Using this frameworkas a backdrop, they then …

We propose a conceptual framework that includes the antecedents and consequences of
firms' adopting and integrating robotics into their customer service operations. Drawing …

All marketing capabilities can be enabled by technology. One such technology–artificial
intelligence (AI)–holds significant potential for enabling marketing capabilities. While …

Purpose When service failure occurs, it leads to dissatisfaction, lack of trust and avoidance
behaviour among customers, and it can also be seen as a threat to the survival of the …

The purpose of this research is to investigate the impact of four online purchase
determinants (website image, routine, website knowledge and innovativeness) on customer …

In this digital era, marketing theory and practice are being transformed by increasing
complexity due to information availability, higher reach and interactions, and faster speeds …

Triggered emails are personalized messages that are automatically sent as a response to
specific actions or states of customers. Typical examples of this type of campaign include …

Chatbots are technological tools equipped with artificial intelligence that allow companies to
interact with their consumers. Through their computers or mobile devices, consumers can …

Loyalty, its antecedents, and its consequences have been considered extensively. Store
loyalty, in particular e-store loyalty, has not, however, received the same level of attention …