[HTML][HTML] Artificial intelligence empowered conversational agents: A systematic literature review and research agenda
MM Mariani, N Hashemi, J Wirtz - Journal of Business Research, 2023 - Elsevier
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 …
map out research in this field, we conducted a systematic literature review (SLR) of …
[HTML][HTML] Service chatbot: Co-citation and big data analysis toward a review and research agenda
SE Lee, N Ju, KH Lee - Technological Forecasting and Social Change, 2023 - Elsevier
This study identified the research trends and intellectual structure of chatbots, through
chatbot-related articles to suggest a future research agenda. Systematic literature reviews …
chatbot-related articles to suggest a future research agenda. Systematic literature reviews …
Is ChatGPT scary good? How user motivations affect creepiness and trust in generative artificial intelligence
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 …
This research aims to address this gap by examining how user motivations for ChatGPT …
Human vs. AI: Understanding the impact of anthropomorphism on consumer response to chatbots from the perspective of trust and relationship norms
Text-based chatbots are being touted as a disruptive innovation with unprecedented
business potential. However, frequent failures in human–chatbot conversations have led to …
business potential. However, frequent failures in human–chatbot conversations have led to …
Can AI chatbots help retain customers? Impact of AI service quality on customer loyalty
Purpose This study investigates whether and how the service quality of artificial intelligence
(AI) chatbots affects customer loyalty to an organization. Design/methodology/approach …
(AI) chatbots affects customer loyalty to an organization. Design/methodology/approach …
Chatbots in e-commerce: The effect of chatbot language style on customers' continuance usage intention and attitude toward brand
M Li, R Wang - Journal of Retailing and Consumer Services, 2023 - Elsevier
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 …
interest among academics and practitioners. This study investigates the effect of chatbot …
[HTML][HTML] Chatbots or me? Consumers' switching between human agents and conversational agents
CY Li, JT Zhang - Journal of Retailing and Consumer Services, 2023 - Elsevier
With the application of artificial intelligence (AI) technology in organizational frontlines,
customers' service experiences have begun to shift from interactions with service personnel …
customers' service experiences have begun to shift from interactions with service personnel …