Consumer engagement in chatbots and voicebots. A multiple-experiment approach in online retailing context

Journal of Retailing and Consumer Services, Год журнала: 2024, Номер 78, С. 103728 - 103728

Опубликована: Янв. 26, 2024

Язык: Английский

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Chatbot Efficiency—Model Testing

Опубликована: Янв. 1, 2024

The factors hypothesised in the conceptual model of chatbotChatbot efficiency (see Chap. 4 , Bialkova, 2024a) were tested an empirical study. UsersUser who had used a at least once their life invited to complete survey and provide opinion about experienceExperience they with chatbotChatbot. 90% our respondents have employed contact customer service, showing growing importance AIArtificial Intelligence (AI) systems substituting human agents front service line. results from regression modelling clearly show relationships between model. (1) greater qualityQuality ease useEase use perceived be, higher satisfactionSatisfaction was more positive attitudesAttitudes toward chatbotsChatbot were. (2) was, intention willingness recommend it. same tendency emerged for attitudesAttitudes. (3) Enhanced functionalityFunctionality led evaluation use. (4) EnjoymentEnjoyment also play role Note, however, some above parameters may turn into barriers. Although level relatively good, consumers are not satisfied will it future. Such outcome is warning call look appropriate techniques assembling machine learningMachine Learning (ML), natural language processingNatural Language Processing (NLP), reasoning build better systems, prioritising human-centred approach.

Язык: Английский

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A brief commentary on human–AI attachment and possible impacts on family dynamics

Family Relations, Год журнала: 2025, Номер unknown

Опубликована: Апрель 21, 2025

ABSTRACT Objective In this brief commentary article, we outline an emerging idea that, as conversational artificial intelligence (CAI) becomes a part of individual's environment and interacts with them, their attachment system may become activated, potentially leading to behaviors—such seeking out the CAI feel safe in times stress—that have typically been reserved for human‐to‐human relationships. We term attachment‐like behavior , but future work must determine if these behaviors are driven by human–AI or something else entirely. Background is technical advancement that cornerstone many everyday tools (e.g., smartphone apps, online chatbots, smart speakers). With generative AI, device affordances systems increasingly complex. For example, AI has allowed more personalization, human‐like dialogue interaction, interpretation generation human emotions. Indeed, ability mimic caring—learning from past interactions individual appearing be emotionally available comforting need. Humans instinctually attachment‐related needs comfort emotional security, therefore, individuals begin met CAI, they seek source safety distress. This leads questions whether truly possible and, so, what might mean family dynamics.

Язык: Английский

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Leveraging brand coolness for building strong consumer-brand relationships: different implications for products and services

Journal of Product & Brand Management, Год журнала: 2024, Номер 33(2), С. 258 - 272

Опубликована: Фев. 13, 2024

Purpose This study aims to answer the following questions: How do consumers’ perceptions of brand coolness affect relationship outcomes and how effects differ between product brands service brands? Design/methodology/approach A quantitative survey was used collect data from 1,500 consumers assigned assess one 20 popular in Vietnam. Partial least square structural equation modeling analyze data. Findings Data analysis reveals that both dimensions (i.e. self-oriented other-oriented coolness) exert positive impacts on satisfaction, love advocacy) through attitude evaluative mechanism) self-brand connection identity mechanism). While mechanism is more prominent brands, pronounced for brands. Practical implications research provides practical guidance managers build strong customer relationships by leveraging their mechanisms underlying effects. suggests a tailored application different branded entities. Originality/value contributes literature validating two-dimensional structure encompassing coolness, accordance with value-based conceptualization concept. For mass studies, this recommends exclusion rebellious subcultural attributes, as well utility pre-determined evaluated objects, measuring coolness. also illuminates dual mediation moderation entity consumer–brand relationships.

Язык: Английский

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Audit of Literature on Chatbot Applications

Опубликована: Янв. 1, 2024

Making sophisticated software applications economically feasible does not necessarily mean that userUser needs and demands are[aut]Bialkova, S. met in regard to chatbotsChatbot (Bialkova 2021, 2022a). Creating consumers are willing use is an easy task. In particular, understanding the key drivers of chatbotChatbot efficiency, reflecting consumer satisfactionSatisfaction, attitudesAttitudes, use, recommendationRecommendation a chatbotChatbot, calls further investigation. The current chapter aims provide profound literature audit order identify efficiency. First, evolution research on discussed, line with different industries contexts, ranging from banking, telecommunications, retail, travel, tourism, education health care. main emerging trends summarised thematic map, raising fundaments build our theoretical framework. encompassed human–computer interaction usabilityUsability, cognitive science psychology, as well behaviour marketingMarketing papers. This multidisciplinary approach provides opportunity generate overarching picture could be used better understand what ingredients needed efficient AIArtificial Intelligence (AI) applications. core notions organised around three pillars: acceptanceAcceptance models, behavioural theories, social influenceSocial influence theories. Fundamental concepts (e.g., qualityQuality, functionalityFunctionality), affective enjoymentEnjoyment), personal carePersonal care, presenceSocial presence) perspectives presented holistic

Язык: Английский

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The effectiveness of human vs. AI voice-over in short video advertisements: A cognitive load theory perspective

Journal of Retailing and Consumer Services, Год журнала: 2024, Номер 81, С. 104005 - 104005

Опубликована: Июль 26, 2024

Язык: Английский

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Behavioral analysis of ChatGPT users based on the ABC model: Focusing on a socio-technical approach

European Management Journal, Год журнала: 2025, Номер unknown

Опубликована: Янв. 1, 2025

Язык: Английский

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Artificial intelligence and circular supply chains: framework for applications and deployment from the triple bottom line model perspective

Annals of Operations Research, Год журнала: 2025, Номер unknown

Опубликована: Март 17, 2025

Язык: Английский

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Communicate like humans? Anthropomorphism and hotel consumers’ willingness to pay a premium price

Journal of Hospitality and Tourism Management, Год журнала: 2023, Номер 56, С. 482 - 492

Опубликована: Авг. 17, 2023

Язык: Английский

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Brand authenticity and consumers’ willingness to pay a premium price (WPP): The mediating role of brand identification

Journal of Brand Management, Год журнала: 2024, Номер 31(5), С. 469 - 481

Опубликована: Фев. 21, 2024

Язык: Английский

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