Опубликована: Апрель 4, 2024
Язык: Английский
Journal of Retailing and Consumer Services, Год журнала: 2024, Номер 78, С. 103758 - 103758
Опубликована: Фев. 9, 2024
Язык: Английский
Процитировано
69
Computers in Human Behavior, Год журнала: 2024, Номер 159, С. 108344 - 108344
Опубликована: Июнь 18, 2024
Conversational AI (CAI) systems which encompass voice- and text-based assistants are on the rise have been largely integrated into people's everyday lives. Despite their widespread adoption, users voice concerns regarding privacy, security trust in these systems. However, composition of perceptions, impact technology adoption usage relationship between perceptions CAI context remain open research challenges. This study contributes to field by conducting a Systematic Literature Review offers insights current state The review covers application fields user groups sheds light empirical methods tools used for assessment. Moreover, it provides reliability validity scales, as well extensively investigating subconstructs each item additional concepts concurrently collected. We point out that trust, privacy overlap based we identified. While majority studies investigate one concepts, only few were found exploring jointly. Our aims inform directions develop use reliable scales users' contribute development trustworthy
Язык: Английский
Процитировано
20
Journal of Research in Interactive Marketing, Год журнала: 2025, Номер unknown
Опубликована: Янв. 27, 2025
Purpose This study investigated consumer perceptions of AI chatbots focusing on sentiment analysis across Twitter (X) and Reddit during ChatGPT3 through ChatGPT4 launches. It identifies user sentiments: positive, negative, or neutral explores their impact chatbot deployment in interactive marketing. The goal was to understand engagement dynamics provide insights for enhancing marketing strategies interactions with chatbots. Design/methodology/approach Using analysis, this research examined the nature scope discussions surrounding methodological approach allowed a nuanced understanding predominant neutral, expressed by users providing into interaction patterns. Findings findings reveal diverse range sentiments toward ChatGPT 3, reflecting varying degrees acceptance skepticism. These varied are crucial organizations shaping strategies, particularly how they deploy brand interaction. Practical implications Trust positive ChatGPT, platforms like Reddit, suggest it is becoming part everyday life. However, concerns about its human jobs lack emotional intelligence persist. Users still weigh benefits drawbacks negative these worries. For marketers, presents an opportunity differentiate customer-facing roles. Addressing risks ethical AI, marketers can better engage consumers refine future deployments, ensuring enhances rather than detracts from customer experience. Originality/value paper makes unique contribution existing literature demonstrating perceptions, mere acceptance, directly influence strategic use By offers deeper social media that campaigns enhance emerging technologies digital landscape.
Язык: Английский
Процитировано
5
International Journal of Information and Learning Technology, Год журнала: 2024, Номер unknown
Опубликована: Июнь 30, 2024
Purpose The advent of artificial intelligence technologies, exemplified by platforms such as ChatGPT, has created a profound global impact, with particular resonance in education. This research aims to integrate the information systems success (ISS) model stimulus-organism-response (SOR) paradigm explore how quality and service individually, jointly, congruently, incongruently affect higher education students’ trust satisfaction, continuance usage intention. Design/methodology/approach We employed sophisticated methodology - polynomial regression response surface analysis conducted our study sample 468 students selected Vietnam using three-phase stratified random sampling approach evaluate hypotheses developed. Findings findings indicate that both influence directly positively Moreover, balance between can increase level intention continue it. Nevertheless, significant incongruity will likely reduce service. Originality/value is one first offer shred empirical evidence about interact congruently each other trigger ChatGPT. It thus offers valuable insights for leveraging benefits mitigating potential challenges associated adopting this innovative technology educational settings.
Язык: Английский
Процитировано
9
Journal of Global Information Management, Год журнала: 2024, Номер 32(1), С. 1 - 22
Опубликована: Июнь 30, 2024
This study expands the limited research on chatbots by integrating factors from unified technology acceptance and use of (UTAUT) model readiness index (TRI) framework to explain individuals' trust in within an online shopping context. According our findings, customer characteristics (innovativeness optimism) positively affect customers' expectations (effort as well performance expectations), whereas discomfort negatively impacts effort but does not significantly expectations. In addition, results indicate that expectancy will impact their this technology. These outcomes highlight importance individual's personality his which lead The provide insights into building chatbots, thus increasing willingness them.
Язык: Английский
Процитировано
7
Oeconomia Copernicana, Год журнала: 2024, Номер 15(1), С. 145 - 194
Опубликована: Март 30, 2024
Research background: Chatbots represent valuable technological tools that allow companies to improve customer experiences, meet their expectations in real time, and provide them with personalized assistance. They have contributed the transformation of conventional service models into online solutions, offering accessibility efficiency through integration across various digital platforms. Nevertheless, existing literature is limited terms exploring potential chatbots business communication studying impact on customer's response. Purpose article: The main objective this study examine how consumers perceive as devices. In particular, paper aims analyze influence dimensions “Information”, “Entertainment”, “Media Appeal”, “Social Presence” “Risk for Privacy” “Customer Experience” latter “Purchase Intention”, under consideration Uses Gratifications Theory. Moderations due Chatbot Usage Frequency some relationships proposed are also analyzed. Methods: An empirical was performed a questionnaire Spanish consumers. statistical data analysis conducted R software lavaan package. To test hypotheses from conceptual model structural equation modelling approach adopted. Findings & value added: results obtained identify characteristics can support brands effectively develop virtual assistants order manage relational strategies enhance proposal journey. demonstrate contribution chatbot make consumer experience its purchase intention, moderating effect exercised by user's level (novice vs. experienced) use chatbots. Regarding managerial implications, research offers recommendations e-commerce professionals more effectively. “Entertainment” be operationalized at visual (e.g., appearance avatar text box, designs aligned website) textual style tone voice, expressions typical target audience) generate feeling proximity facilitate adoption. Appeal” requires easy use, effective, accessible, usability. Finally, mitigation “Privacy Risk” concerns should achieved presenting an appropriate privacy policy requesting permission customers’ private information.
Язык: Английский
Процитировано
5
International Journal of Learning Teaching and Educational Research, Год журнала: 2023, Номер 22(7), С. 281 - 304
Опубликована: Июль 31, 2023
Universities today are employing tools based on artificial intelligence to improve the educational service in general. The chatbot represents an online communicative interaction tool which contributes solving daily queries required by students, teachers or graduates. However, there few bibliometric review studies that show areas is a greater concentration lack of scientific production at university level. objective this article explore and describe research trends regarding application education through analysis publications indexed Scopus. exploratory-descriptive level, developed under quantitative approach. study covered between years 2013 2023, identifying 210 manuscripts. It was identified growing trend production, particularly articles conference papers. most cited published 2018 has 162 citations. Therefore, it concluded manuscripts focused improving service, applying significantly improvement academic performance, administrative management wellbeing. gap needs be reduced terms used as identify satisfaction students. In addition, use regulatory framework regulates
Язык: Английский
Процитировано
11
Computers in Human Behavior, Год журнала: 2024, Номер unknown, С. 108460 - 108460
Опубликована: Окт. 1, 2024
Язык: Английский
Процитировано
3
International Journal of Innovation Science, Год журнала: 2025, Номер unknown
Опубликована: Янв. 8, 2025
Purpose Using artificial intelligence technologies in customer service through chatbots is revolutionizing companies’ commercial practices and business models. This study explores the role of experience drivers using chatbot services engagement behavior intention. The mediating relationship between intention was also explored. Design/methodology/approach For this purpose, a sample 1,319 Portuguese consumers their online purchases collected. A quantitative methodology applied with partial least squares method. Findings results reveal that directly positively influence but not However, there positive on when mediated by engagement. Originality/value contributes to developing social exchange resource theories experience. In addition, it allows companies infer practical implications for obtaining sustainable competitive advantages implementing technology.
Язык: Английский
Процитировано
0
Tourism Recreation Research, Год журнала: 2025, Номер unknown, С. 1 - 18
Опубликована: Март 6, 2025
Язык: Английский
Процитировано
0