Asia Pacific Journal of Marketing and Logistics,
Год журнала:
2025,
Номер
unknown
Опубликована: Март 28, 2025
Purpose
The
objective
of
this
study
is
to
explore
the
impact
AI
voice
assistants’
anthropomorphic
apology
styles
on
consumer
recovery
satisfaction.
Design/methodology/approach
adopts
three
scenario-based
experiments
examine
effects
Experiment
1
involved
108
university
students,
while
Experiments
2
and
3
collected
data
from
222
288
assistant
users,
respectively,
recruited
via
an
online
survey
platform
(sojump.com).
SPSS
was
used
for
analysis.
Findings
results
confirmed
that
cute
result
in
higher
satisfaction
than
literal
ones.
Both
improve
by
enhancing
perceived
competence
warmth;
however,
warmth
plays
a
more
critical
role,
particularly
case
apologies.
Moreover,
positive
impacts
are
stronger
cases
lower
severe
service
failures,
confirming
moderating
role
failure
severity.
However,
moderation
relationship
between
style
not
significant.
Practical
implications
This
provides
important
managerial
guidelines
design
service.
Originality/value
extends
application
social
cognitive
theory
domain
fills
gap
literature
examining
how
different
assistants
effect
severity
failure,
thus
addressing
significant
literature.
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.
International Journal of Human-Computer Interaction,
Год журнала:
2024,
Номер
unknown, С. 1 - 18
Опубликована: Май 20, 2024
Enterprises
widely
utilize
chatbots
as
"intelligent
customer
service"
because
of
their
efficiency
and
low
cost.
However,
complaints
doubts
occur
occasionally,
improving
users'
willingness
to
continue
use
is
a
crucial
issue
that
needs
be
solved
urgently.
This
study
investigates
whether
how
initial
social
cues
(avatar,
name,
greeting)
interactive
(emoji)
can
improve
intention
using.
Our
findings
from
three
scenario
experiments
reveal
both
increase
consumers'
warmth
perception,
while
only
elevate
competence
perception.
The
greater
the
perceived
by
users,
higher
trust
in
chatbots,
leading
increased
using
them.
Furthermore,
we
identified
reinforcing
effect
when
types
are
combined,
further
augmenting
persist
with
chatbots.
contributes
chatbot-human
interaction
literature
validating
effectiveness
these
two
offers
practical
insights
for
enhancing
retention
optimizing
chatbot
design.
International Journal of Retail & Distribution Management,
Год журнала:
2025,
Номер
unknown
Опубликована: Фев. 13, 2025
Purpose
This
study
aims
to
empirically
test
the
influence
of
customer
perceptions
employee
emotional
labour
(CPEL)
and
(CEL)
on
perceived
service
quality,
satisfaction
with
repurchase
intentions
in
luxury
retail.
It
further
examines
moderating
role
interactivity
relationships
among
CPEL,
CEL
outcomes.
Design/methodology/approach
An
online
survey
249
customers
experience
offline
interactions
was
conducted.
Statistical
analyses
hypothesis
testing
were
performed
using
SPSS
AMOS.
Findings
highlights
critical
deep
acting
surface
shaping
quality.
demonstrates
that
customers’
efforts
regulate
their
emotions,
similar
employees’
efforts,
significantly
affect
Additionally,
results
suggest
moderates
only
relationship
between
satisfaction.
Originality/value
By
exploring
from
perspective
within
retail
sector,
this
offers
novel
insights
into
quality
management.
extends
theoretical
framework
emotion
regulation
theory
context,
offering
practical
implications
for
enhancing
experiences
developing
markets.
JMIR Human Factors,
Год журнала:
2025,
Номер
12, С. e67682 - e67682
Опубликована: Фев. 14, 2025
Health
professionals
face
significant
psychological
burdens
including
burnout,
anxiety,
and
depression.
These
can
negatively
impact
their
well-being
patient
care.
Traditional
health
interventions
often
encounter
limitations
such
as
a
lack
of
accessibility
privacy.
Artificial
intelligence
(AI)
chatbots
are
being
explored
potential
solutions
to
these
challenges,
offering
available
immediate
support.
Therefore,
it
is
necessary
systematically
evaluate
the
characteristics
effectiveness
AI
designed
specifically
for
professionals.
This
scoping
review
aims
existing
literature
on
use
support
among
Following
Arksey
O'Malley's
framework,
comprehensive
search
was
conducted
across
eight
databases,
covering
studies
published
before
2024,
backward
forward
citation
tracking
manual
searching
from
included
studies.
Studies
were
screened
relevance
based
inclusion
exclusion
criteria,
2465
retrieved,
10
met
criteria
review.
Among
studies,
six
delivered
via
mobile
platforms,
four
web-based
all
enabling
one-on-one
interactions.
Natural
language
processing
algorithms
used
in
cognitive
behavioral
therapy
techniques
applied
Usability
evaluated
through
participant
feedback
engagement
metrics.
Improvements
depression,
burnout
observed
although
one
reported
an
increase
depressive
symptoms.
show
tools
by
personalized
accessible
interventions.
Nonetheless,
further
research
required
establish
standardized
protocols
validate
Future
should
focus
refining
chatbot
designs
assessing
diverse
Journal of Information and Knowledge,
Год журнала:
2025,
Номер
unknown, С. 57 - 71
Опубликована: Фев. 12, 2025
Chatbots
have
emerged
as
a
transformative
technology
across
various
sectors,
necessitating
comprehensive
analysis
of
the
directions
intellectual
and
social
landscape.
This
study
addresses
current
state
structure
AI
chatbots
in
science
over
past
three
decades
by
employing
systematic
approach
using
Scopus
database,
yielding
1358
articles.
The
research
future
this
field
were
examined
bibliographic
coupling
keyword
analysis.
Data
visualization
also
carried
out
RStudio
conjunction
with
VOS
viewer
MS
Excel.
findings
indicate
that
on
has
evolved
decades.
Utilizing
analysis,
six
distinct
clusters
identified.
co-authorship
network
suggest
USA
China,
two
countries
very
different
economies,
histories,
cultures,
locations
highest
number
cross-national
chatbot
collaborations.
