Anthropomorphic chatbots as a catalyst for online customer experience (CX): The case of Egyptian consumers

Journal of Marketing Communications, Journal Year: 2025, Volume and Issue: unknown, P. 1 - 15

Published: Jan. 15, 2025

Chatbot anthropomorphism has become a valuable tool for enhancing marketing strategies and improving overall CX. The study aims to investigate the influence of chatbot on online CX in Egypt, specifically focusing cognitive, linguistic, visual anthropomorphic cues. It is conclusive descriptive research which quantitative methods are utilized sample included 123 respondents from Egyptian Consumers. showed that cognitive linguistic cues significantly impact consumers. However, were found have minimal impact. paper provides original data CX, cues, as well growing nuances Artificial Intelligence context applying Chatbots with human characteristics.

Language: Английский

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The Moderating Role of Homophily and Need for Uniqueness in the Relationship Between Anthropomorphism of Virtual Influencer and Intention to Imitate and Word of Mouth

International Journal of Human-Computer Interaction, Journal Year: 2025, Volume and Issue: unknown, P. 1 - 12

Published: Jan. 10, 2025

With the recent gradual reduction in negative perceptions of virtual influencers (VIs), understanding how consumers perceive VIs' anthropomorphism and its impact on forming consumer relationships is critical for increasing marketing effectiveness. To gain a better form with VIs, this study examined VI characteristics as well personalities. The study's data were collected from sample 266 social media users. results show that VI's positively affected parasocial relationship (PSR). This association was reinforced by homophily, whereas neede uniqueness dampened it. PSR influenced trust, intention to imitate, word-of-mouth (WOM). Moreover, trust imitation WOM. aimed broaden theoretical understanding, specifically consumers' responses which an emerging research area, while providing practical recommendations companies incorporating VIs into their strategies.

Language: Английский

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The impact of new generative AI chatbots on the switch point (SP): toward an artificial emotional awareness (AEA)

European Journal of Innovation Management, Journal Year: 2025, Volume and Issue: unknown

Published: Jan. 27, 2025

Purpose This paper aims to contribute the discussion on integrating humans and technology in customer service within framework of Society 5.0, which emphasizes growing role artificial intelligence (AI). It examines how effectively new generative AI-based chatbots can handle emotions explores their impact determining point at a customer–machine interaction should be transferred human agent prevent disengagement, referred as Switch Point (SP). Design/methodology/approach To evaluate capabilities managing emotions, ChatGPT-3.5, Gemini Copilot are tested using Trait Emotional Intelligence Questionnaire Short-Form (TEIQue-SF). A reference is developed illustrate shift Findings Using four-intelligence (mechanical, analytical, intuitive empathetic), this study demonstrates that, despite advancements AI’s ability address service, even most advanced chatbots—such ChatGPT, Copilot—still fall short replicating empathetic (HI). The concept emotional awareness (AEA) introduced characterize AI understanding triggering SP. complementary rather than replacement perspective HI proposed, highlighting Research limitations/implications exploratory nature requires further theoretical development empirical validation. Practical implications has only an character with respect possible real introduction collaborative approaches integration 5.0. Originality/value Customer Relationship Management managers use proposed guide adopt dynamic approach HI–AI collaboration AI-driven service.

Language: Английский

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Using SOR theory to examine the impact of AI Chatbot quality on Gen Z’s satisfaction and advocacy within the fast-food sector

Young Consumers Insight and Ideas for Responsible Marketers, Journal Year: 2025, Volume and Issue: 26(2), P. 352 - 383

Published: Feb. 28, 2025

Purpose This study aims to provide empirical evidence verify the dimensional structure of artificial intelligence (AI) Chatbot quality and examine impact these dimensions on consumer satisfaction brand advocacy among Gen Z in fast food industry Egypt. Design/methodology/approach The data was obtained with an electronic self-administered survey instrument from 397 young consumers who had prior experience using AI Chatbots across multiple brands Structural equation modeling used analyze formulated hypotheses. Findings results showed that dimensions, specifically information authenticity system compliance, significantly enhance consumers’ satisfaction. In addition, observed wield a significant influence advocacy. contrast, insignificant relationship noticed between Moreover, mediating role not established. Practical implications Given is more technology savvy computer literate, marketers practitioners should invest tools respond expectations improve their perception services. Originality/value uses stimulus-organism-response theory understand effect within industry. Also, it introduced two novel main constructs quality, namely, compliance.

Language: Английский

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Does social identification with influencers impact social media fatigue among university students? The role of algorithm awareness and information overload

Behavioral Psychology/Psicología Conductual, Journal Year: 2024, Volume and Issue: 32(3), P. 587 - 604

Published: Dec. 10, 2024

Social media has radically transformed our social interactions, becoming one of the most used communication channels. In this context, identification with influencers encouraged greater involvement and dependence on media. However, there is still a lack understanding regarding how contributes to fatigue it relates algorithm awareness information overload. This study aimed explore these relationships among 336 university students (76,8% women) aged 18 23, using serial mediation approach through structural equation modeling. The results highlight importance affects fatigue, as well relevance overload in process. These findings enrich underlying mechanisms emphasize need consider cognitive perceptual aspects future research design practical interventions.

Language: Английский

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