Artificial intelligence (AI) characterizes a new generation of technologies capable of
interacting with the environment and aiming to simulate human intelligence. The success of …

Chatbots and voice assistants are digital transformers of the interface between companies
and customers. They have become part of the current practice of companies and represent a …

The present study is grounded in social exchange theory and resource exchange theory. By
exploring customers' satisfaction with chatbot services and their social media engagement, it …

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 …

Purpose This study aims to explore the role of artificial intelligence (AI)-powered chatbot
marketing efforts (CMEs) in the establishment of relationships between brands and their …

Chatbots are mainly text-based conversational agents that simulate conversations with
users. This study aims to investigate drivers of users' satisfaction and continuance intention …

Empowered by artificial intelligence (AI), chatbots are surging as new technologies with both
business potential and customer pushback. This study exploits field experiment data on …

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

Generative artificial intelligence (GenAI) presents a disruptive innovation for brands and
society, and the power of which is still yet to be realized. In the context of customer service …

This study was undertaken to analyze whether luxury fashion retail brands can adhere to
their core essence of providing personalized care through e-services rather than through …