Chatbot dynamics: trust, social presence and customer satisfaction in AI-driven services

Deleted Journal, Journal Year: 2025, Volume and Issue: unknown

Published: Feb. 19, 2025

Purpose This study investigated the factors that influence customer satisfaction with AI-driven services by focusing on chatbot agents. The conceptual model included psychological and social factors, such as trust, perceived presence, competence perception, social-oriented communication style, warmth subjective norms attachment anxiety. Design/methodology/approach A quantitative methodology was employed utilising a survey conducted among 525 consumers who interacted services. data were analysed using structural equation modelling (Smart-PLS 4.0) to test proposed hypotheses. Findings revealed communication, perceptions of warmth, trust significantly enhanced chatbots. Trust critical in fostering satisfaction, whereas presence anxiety had minimal impact. findings suggest despite emphasis its may depend contextual not captured this study. Originality/value extended Technology Acceptance Model Stereotype Content integrating norm Challenging conventional assumptions role anxiety, provides new insights into complex dynamics human–chatbot interactions, offering practical implications for improving design enhancing user experience emphasise importance satisfaction.

Language: Английский

---

A Study of the Key Factors Influencing Young Users’ Continued Use of the Digital Twin-Enhanced Metaverse Museum

Electronics, Journal Year: 2024, Volume and Issue: 13(12), P. 2303 - 2303

Published: June 12, 2024

This research investigates the key factors influencing young users’ continuous use of digital twin-enhanced metaverse museums. Attracting users to museum for a more extended period consistently contributes increasing frequency visits and content usage promoting its sustainable development innovation. However, there is lack on museums, which makes theoretical basis in-depth design user motivation museums insufficient. study constructed model covering four dimensions—hedonic, utilitarian, social, technological—based communication’s uses gratification theory (UGT). It was validated in Metaverse Digital Twin Museum (MDTM). Using Spatial.io’s IES Goya as experimental platform, team conducted Partial Least Squares Structural Equation Modeling (PLS-SEM) using SmartPLS 4.0 software through experiments surveys with 307 participants aged 18 30. Quantitative analyses revealed that MDTM’s hedonic (hope), utilitarian (information self-presentation), social (social interaction presence), technological (immersion) significantly influenced continued intention. The findings reveal these six can be focus future enhance experience. fills gap applying UGT field provides managers references prolong intention use, points out need further attention practice.

Language: Английский

---

Exploring the Interaction Between Streaming Modes and Product Types in E-Commerce Sales

Journal of theoretical and applied electronic commerce research, Journal Year: 2025, Volume and Issue: 20(1), P. 53 - 53

Published: March 20, 2025

The different combinations of streaming media modes and product types influence the sales performance e-commerce. However, which combination is more effective in boosting unclear. Drawing on cognitive fit theory, we collected data from 564 short videos live streams TikTok to investigate how interaction mode type impacts e-commerce quantity. This study reveals that video works better at selling search products. In contrast, live-streaming excels experience products, particularly expensive ones. Furthermore, effect between significantly affected by low-priced research contributes understanding offers valuable insights for stakeholders.

Language: Английский

---

From perception to purchase: Atmospheric effects through immersion and emotional responses in service environments

International Journal of Hospitality Management, Journal Year: 2025, Volume and Issue: 129, P. 104198 - 104198

Published: March 24, 2025

Language: Английский

---

Influencing Factors of Consumers’ Impulse Purchase Intentions in Livestream E-Commerce Based on DEMATEL-AISM

Journal of theoretical and applied electronic commerce research, Journal Year: 2025, Volume and Issue: 20(2), P. 86 - 86

Published: April 30, 2025

As the online shopping user base continues to grow rapidly, livestream e-commerce has emerged as a pivotal commercial phenomenon. However, consumers’ impulse purchase intentions in this environment are influenced by numerous interrelated factors, and underlying mechanisms remain complex. To address limitations of traditional approaches modeling nonlinear relationships hierarchical structures, study introduces an integrated DEMATEL-AISM approach tailored for context. The λ-intercept method is applied simplify system structure highlight key influencing factors. Based on prior literature, we designed distributed structured questionnaires 558 consumers industry experts, followed in-depth interviews with five domain experts. Through process, indicator was developed encompassing 15 factors across three dimensions: product, consumer, room. Using DEMATEL-AISM, conducted causal analysis these results reveal that: (1) discount intensity, promotional frameworks, time pressure most critical intentions; (2) product monetary value design features act fundamental drivers; (3) consumer upward downward anticipated regret, perceived quality, scarcity, streamer’s knowledge have direct impacts purchase. By identifying revealing their interconnections, offers strategic, evidence-based recommendations enhancing engagement profitability e-commerce. proposed also provides novel effective methodological contribution analyzing complex environment.

Language: Английский

---

The Emerging Phenomenon of Shopstreaming: Gaining a More Nuanced Understanding of the Factors Which Drive It

Journal of theoretical and applied electronic commerce research, Journal Year: 2024, Volume and Issue: 19(3), P. 2522 - 2542

Published: Sept. 23, 2024

Over the past decade, concept and practice of shopstreaming (also known as livestream shopping) have grown significantly within e-business world, it integrates live streaming technology with e-commerce. However, relationship between perceived benefits this shopping mode intention to use is not fully understood. This research seeks enhance current understanding by studying association in context fashion personal care (FPC) goods. Uniquely, study bases its core model on a combination theory planned behaviour (TPB) some elements enhanced stimulus–organism–response (ESOR) theory, which incorporates cognitive, emotional physiological processes organism component. enables development framework facilitates examination purchase environment, moderated attitude (organism). The uniqueness further inclusion analysis platform quality streamer’s (seller’s) influence moderating constructs. These analyses were carried out using data from 901 respondents structured questionnaire, collected over 4-month period. results showed that seller has significant effect mediation attitude, though was affected quality. therefore offers insights Saudi FPC brands, streamers marketing agencies develop optimise sales content strategy.

Language: Английский

---

Signaling Effects in AI Streamers: Optimal Separation Strategy Under Different Market Conditions

Journal of theoretical and applied electronic commerce research, Journal Year: 2024, Volume and Issue: 19(4), P. 2997 - 3016

Published: Nov. 3, 2024

The fusion of livestreaming e-commerce and AI technology is booming, many firms have started to replace human streamers with streamers. Despite their popularity, the acceptance by consumers varies widely signaling effects still remain unclear. We build an analytical model compare scenarios where level either exogenously given or endogenously determined, highlighting implications for firms’ optimal separation strategy. Our findings suggest that in markets moderate information asymmetry, using both price as joint signals can be more profitable high-quality firms. Conversely, highly asymmetric markets, must incur additional costs distinguish products, regardless strategy employed. paper provides strategic insights aiming leverage diverse market conditions.

Language: Английский

---

Consumer (brand) happiness of premium fashion brands and value consciousness: The case of clothing and footwear for Gen X and Gen Z as shoppers via digital platforms

Journal of Marketing Analytics, Journal Year: 2024, Volume and Issue: unknown

Published: Aug. 14, 2024

Language: Английский

---