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AI-based chatbots in customer service and their effects on user compliance

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  • Adam, Martin
  • Wessel, Michael
  • Benlian, Alexander

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  • Adam, Martin & Wessel, Michael & Benlian, Alexander, 2020. "AI-based chatbots in customer service and their effects on user compliance," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 119304, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    • Handle: RePEc:dar:wpaper:119304
    Note: for complete metadata visit http://tubiblio.ulb.tu-darmstadt.de/119304/
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    File URL: https://link.springer.com/article/10.1007%2Fs12525-020-00414-7
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    References listed on IDEAS

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    1. Wessel, Michael & Adam, Martin & Benlian, Alexander, 2019. "The impact of sold-out early birds on option selection in reward-based crowdfunding," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 112150, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    2. Ritu Agarwal & Jayesh Prasad, 1998. "A Conceptual and Operational Definition of Personal Innovativeness in the Domain of Information Technology," Information Systems Research, INFORMS, vol. 9(2), pages 204-215, June.
    3. Nicolas Pfeuffer & Alexander Benlian & Henner Gimpel & Oliver Hinz, 2019. "Anthropomorphic Information Systems," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 61(4), pages 523-533, August.
    4. Kressmann, Frank & Sirgy, M. Joseph & Herrmann, Andreas & Huber, Frank & Huber, Stephanie & Lee, Dong-Jin, 2006. "Direct and indirect effects of self-image congruence on brand loyalty," Journal of Business Research, Elsevier, vol. 59(9), pages 955-964, September.
    5. Adam, Martin & Toutaoui, Jonas & Pfeuffer, Nicolas & Hinz, Oliver, 2019. "Investment Decisions with Robo-Advisors: The Role of Anthropomorphism and Personalized Anchors in Recommendations," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 112844, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    6. Joel Mero (Järvinen), 2018. "The effects of two-way communication and chat service usage on consumer attitudes in the e-commerce retailing sector," Electronic Markets, Springer;IIM University of St. Gallen, vol. 28(2), pages 205-217, May.
    7. David Schneider & Johannes Klumpe & Martin Adam & Alexander Benlian, 2020. "Nudging users into digital service solutions," Electronic Markets, Springer;IIM University of St. Gallen, vol. 30(4), pages 863-881, December.
    8. Zaichkowsky, Judith Lynne, 1985. "Measuring the Involvement Construct," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 12(3), pages 341-352, December.
    9. Wessel, Michael & Adam, Martin & Benlian, Alexander, 2019. "The impact of sold-out early birds on option selection in reward-based crowdfunding," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 110458, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    10. Marcel Boumans & Matthias Klaes, 2013. "Introduction," Chapters, in: Marcel Boumans & Matthias Klaes (ed.), Mark Blaug: Rebel with Many Causes, chapter 1, pages 1-8, Edward Elgar Publishing.
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    Cited by:

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    4. Lova Rajaobelina & Line Ricard, 2021. "Classifying potential users of live chat services and chatbots," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(2), pages 81-94, June.
    5. Janine Hobeika & Insaf Khelladi & Mehmet A. Orhan, 2022. "Analyzing the corporate social responsibility perception from customer relationship quality perspective. An application to the retail banking sector," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 29(6), pages 2053-2064, November.
    6. Wallbach, Sören & Lehner, Roland & Röthke, Konstantin & Elbert, Ralf & Benlian, Alexander, 2020. "Trust-Building Effects of Blockchain Features – An Empirical Analysis of Immutability, Traceability and Anonymity," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 120705, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    7. Noor Irliana Mohd Rahim & Noorminshah A. Iahad & Ahmad Fadhil Yusof & Mohammed A. Al-Sharafi, 2022. "AI-Based Chatbots Adoption Model for Higher-Education Institutions: A Hybrid PLS-SEM-Neural Network Modelling Approach," Sustainability, MDPI, vol. 14(19), pages 1-22, October.
    8. Thai Ha Nguyen & Lena Waizenegger & Angsana A. Techatassanasoontorn, 2022. "“Don’t Neglect the User!” – Identifying Types of Human-Chatbot Interactions and their Associated Characteristics," Information Systems Frontiers, Springer, vol. 24(3), pages 797-838, June.
    9. Wallbach, Sören, 2020. "Assimilation and Diffusion of Multi-Sided Platforms in Dynamic B2B Networks: Inhibiting Factors and Their Consequences," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 123277, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    10. Tran, Anh D. & Pallant, Jason I. & Johnson, Lester W., 2021. "Exploring the impact of chatbots on consumer sentiment and expectations in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    11. Katharina Blöcher & Rainer Alt, 2021. "AI and robotics in the European restaurant sector: Assessing potentials for process innovation in a high-contact service industry," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(3), pages 529-551, September.
    12. Sewoong Hwang & Jonghyuk Kim, 2021. "Toward a Chatbot for Financial Sustainability," Sustainability, MDPI, vol. 13(6), pages 1-18, March.
    13. Martin Adam & Konstantin Roethke & Alexander Benlian, 2022. "Gamblified digital product offerings: an experimental study of loot box menu designs," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 971-986, June.
    14. Adam, Martin & Röthke, Konstantin & Benlian, Alexander, 2022. "Gamblified digital product offerings: an experimental study of loot box menu designs," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 127115, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    15. Christian T. Elbaek & Ifeatu Uzodinma & Zilia Ismagilova & Panagiotis Mitkidis, 2022. "Suppetia ex machina: How can AI technologies aid financial decision-making of people with low socioeconomic status?," Journal of Behavioral Economics for Policy, Society for the Advancement of Behavioral Economics (SABE), vol. 6(S1), pages 49-57, July.
    16. Ji Wu & Zhiqiang (Eric) Zheng & J. Leon Zhao, 2021. "FairPlay: Detecting and Deterring Online Customer Misbehavior," Information Systems Research, INFORMS, vol. 32(4), pages 1323-1346, December.
    17. Scott Thiebes & Sebastian Lins & Ali Sunyaev, 2021. "Trustworthy artificial intelligence," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(2), pages 447-464, June.
    18. Ulrich Gnewuch & Stefan Morana & Marc T. P. Adam & Alexander Maedche, 2022. "Opposing Effects of Response Time in Human–Chatbot Interaction," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 64(6), pages 773-791, December.
    19. Adam, Martin & Roethke, Konstantin & Benlian, Alexander, 2024. "Gamblified digital product offerings: an experimental study of loot box menu designs," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 144177, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    20. Ha-Won Jang & Soo-Bum Lee, 2021. "The Relationship between Contact-Free Services, Social and Personal Norms, and Customers’ Behavior for the Sustainable Management of the Restaurant Industry," Sustainability, MDPI, vol. 13(17), pages 1-14, September.
    21. Chong, Terrence & Yu, Ting & Keeling, Debbie Isobel & de Ruyter, Ko, 2021. "AI-chatbots on the services frontline addressing the challenges and opportunities of agency," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).

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