Assessing the impact of AI-chatbot service quality on user e-brand loyalty through chatbot user trust, experience and electronic word of mouth

Journal of Retailing and Consumer Services, Journal Year: 2024, Volume and Issue: 79, P. 103867 - 103867

Published: April 22, 2024

Language: Английский

---

Informational or emotional? Exploring the relative effects of chatbots’ self-recovery strategies on consumer satisfaction

Journal of Retailing and Consumer Services, Journal Year: 2024, Volume and Issue: 78, P. 103779 - 103779

Published: March 7, 2024

Language: Английский

---

Echoes of Innovation: Exploring the Use of Voice Assistants to Boost Hotel Reputation

Journal of theoretical and applied electronic commerce research, Journal Year: 2025, Volume and Issue: 20(1), P. 46 - 46

Published: March 10, 2025

Internet platforms and self-media have become vital online communities for promoting positive reputations hotels. Previous studies primarily focused on enhancing electronic word-of-mouth (eWOM) through improvements in hotel infrastructure staff services. As hotels deepen their digital transformation, the application of various artificial intelligence technologies service encounters significantly impacts experience. This study explores effects voice assistant (VA) attributes reputation Specifically, it examines how VAs (anytime connectivity, information association, interactivity) influence customer evaluations Utilizing a questionnaire survey method, we collected 529 valid questionnaires offline employed structural equation modeling along with PROCESS plugin SPSS to conduct path analysis, as well mediation moderation effect analyses. The results indicate that perceived value existence human–AI rapport mediate impact VA eWOM, although direct some (information association) was not supported. Furthermore, anytime connectivity enhances social presence, while privacy concerns negatively affect relationship between intentions engage eWOM. These insights are critical seeking maximize benefits transformation.

Language: Английский

---

Impact of Gen-AI chatbots on consumer services experiences and behaviors: Focusing on the sensation of awe and usage intentions through a cybernetic lens

Journal of Retailing and Consumer Services, Journal Year: 2024, Volume and Issue: 82, P. 104120 - 104120

Published: Oct. 13, 2024

Language: Английский

---

Chatbots at the frontline: Unveiling antecedents of customers’ willingness to accept chatbot intervention in service recovery

Journal of Retailing and Consumer Services, Journal Year: 2025, Volume and Issue: 84, P. 104254 - 104254

Published: Feb. 12, 2025

Language: Английский

---

Collecting initial accounts using ChatCharlie chatbot improves eyewitness memory in later investigative interviews

Scientific Reports, Journal Year: 2025, Volume and Issue: 15(1)

Published: March 19, 2025

Abstract Initial account interviews (IAi) offer eyewitnesses more immediate opportunities to answer a series of brief questions about their experiences prior an in-depth, formal investigative interview. An IAi is typically elicited in-person near/at the scene crime using broadly systematic questioning. Retrieval practice can improve subsequent recall in some contexts, but there dearth research centred on potential costs and benefits quick IAi. Furthermore, where impossible, no alternative provision exists. Given nature protocol, we developed conversational chatbot as alternative. Using mock-witness paradigm, investigated memory performance adults from general population during in-depth one week after having provided 10 min post event either (1) person, (2) via ChatCharlie chatbot, or (3) (control). conditions leveraged significantly improved later versus Control. Accounts were accurate complete, correct information was remembered without increased errors indicating digital agents for purposes Findings concur with predictions theoretical understanding episodic consolidation empirical eyewitness literature regarding contexts.

Language: Английский

---

Will you help AI? A longitudinal study on the relationship between interacting with chatbots and altruistic willingness towards AI

Behaviour and Information Technology, Journal Year: 2025, Volume and Issue: unknown, P. 1 - 13

Published: March 19, 2025

Language: Английский

---

Facilitating Sustainable Conversations: Towards a Human-Like Chatbot for the Fashion Industry

Sustainable textiles, Journal Year: 2025, Volume and Issue: unknown, P. 155 - 168

Published: Jan. 1, 2025

Language: Английский

---

Fun or warm: How conversational style boosts customer engagement

Journal of Retailing and Consumer Services, Journal Year: 2025, Volume and Issue: 85, P. 104293 - 104293

Published: March 29, 2025

Language: Английский

---

The impact of chatbot anthropomorphism on customer experience and chatbot usage intention: a technology acceptance approach

International Journal of Quality and Service Sciences, Journal Year: 2025, Volume and Issue: unknown

Published: April 11, 2025

Purpose This study aims to investigate the effect of chatbot anthropomorphism on acceptance, initial trust, customer experience and usage intention. Design/methodology/approach Data were collected through an online survey. A sample 369 higher education students from Tunisia was selected. To test hypotheses, data analysis conducted using structural equation modeling (SEM) with AMOS 23. Findings Results reveal that, has a significant perceived ease use, performance expectancy, social influence trust. These factors, in turn, experience. Furthermore, positively stimulates chatbots, Originality/value paper attempts enrich existing body literature by proposing testing, under umbrella technology acceptance model unified theory use theories, novel conceptual that highlights role

Language: Английский

---