Customer service chatbots: Anthropomorphism and adoption
Firms are deploying chatbots to automate customer service. However, miscommunication is
a frequent occurrence in human-chatbot interaction. This study investigates the relationship …
a frequent occurrence in human-chatbot interaction. This study investigates the relationship …
Is TripAdvisor still relevant? The influence of review credibility, review usefulness, and ease of use on consumers' continuance intention
Purpose Recent figures show that users are discontinuing their usage of TripAdvisor, the
leading user-generated content (UGC) platform in the tourism sector. Hence, it is relevant to …
leading user-generated content (UGC) platform in the tourism sector. Hence, it is relevant to …
A literature review of user privacy concerns in conversational chatbots: A social informatics approach: An Annual Review of Information Science and Technology …
E Gumusel - Journal of the Association for Information Science …, 2025 - Wiley Online Library
Since the introduction of OpenAI's ChatGPT‐3 in late 2022, conversational chatbots have
gained significant popularity. These chatbots are designed to offer a user‐friendly interface …
gained significant popularity. These chatbots are designed to offer a user‐friendly interface …
Domo arigato Mr. Roboto: Emergence of automated social presence in organizational frontlines and customers' service experiences
Technology is rapidly changing the nature of service, customers' service frontline
experiences, and customers' relationships with service providers. Based on the prediction …
experiences, and customers' relationships with service providers. Based on the prediction …
An integrated framework for the adoption and continuance intention to use mobile payment apps
M Humbani, M Wiese - International Journal of Bank Marketing, 2019 - emerald.com
Purpose The purpose of this paper is to develop and test an integrated model of the
modified technology readiness index (TRI) with the extended expectation-confirmation …
modified technology readiness index (TRI) with the extended expectation-confirmation …
Continuance intention of baby boomer and X generation as new users of digital payment during COVID-19 pandemic using UTAUT2
The emergence of social distancing and stay at home regulations during the COVID-19
pandemic directly affects people's lifestyle, including baby boomers and X generation. Many …
pandemic directly affects people's lifestyle, including baby boomers and X generation. Many …
[HTML][HTML] Exploring the acceptance and user satisfaction of AI-driven e-learning platforms (Blackboard, Moodle, Edmodo, Coursera and edX): an integrated technology …
As e-learning platforms gain traction globally, understanding students' perceptions and
intentions towards these platforms is paramount, especially within the context of Saudi …
intentions towards these platforms is paramount, especially within the context of Saudi …
When digitalized customers meet digitalized services: A digitalized social cognitive perspective of omnichannel service usage
With the prevalence of digital technologies, various services have grown digitalized. Specific
to the marketing section, multichannel has been gradually replaced by omnichannel, which …
to the marketing section, multichannel has been gradually replaced by omnichannel, which …
When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure?–The moderating role of consumer technology self-efficacy …
Given the increasing presence of humanoid service robots at airports, hotels and
restaurants, the current study investigates how consumers' interdependent self-construal …
restaurants, the current study investigates how consumers' interdependent self-construal …
The moderating role of customer engagement experiences in customer satisfaction–loyalty relationship
R Thakur - European Journal of Marketing, 2019 - emerald.com
Purpose This study aims to examine the moderating role of customer engagement
experiences in satisfaction–loyalty relationship in the digital business environment. This …
experiences in satisfaction–loyalty relationship in the digital business environment. This …