Journal of Global Information Management, Год журнала: 2025, Номер 33(1), С. 1 - 17

Опубликована: Апрель 5, 2025

This research aims to develop and test a conceptual model examine customer citizenship behaviour towards generative AI-enabled chatbots. study also examines the crucial role of customer-generative AI experiences in enhancing trust. moderating fatigue. The utilized self-administered questionnaire distributed on Prolific Academic gather data from 282 eligible participants worldwide. findings reveal that capture experience anthropomorphic are positively associated with Moreover, show trust is significantly behaviour. Also, fatigue was found be significant moderator. enriches phygital consumer literature. Further, this contributes literature as investigates how user intentions chatbots influenced by their experiences.

Язык: Английский