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Chatbot e-service and customer satisfaction regarding luxury brands

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Cited by:

  1. Darima Fotheringham & Michael A. Wiles, 2023. "The effect of implementing chatbot customer service on stock returns: an event study analysis," Journal of the Academy of Marketing Science, Springer, vol. 51(4), pages 802-822, July.
  2. Sharma, Amalesh & Soni, Mauli & Borah, Sourav Bikash & Haque, Tanjum, 2022. "From silos to synergies: A systematic review of luxury in marketing research," Journal of Business Research, Elsevier, vol. 139(C), pages 893-907.
  3. Niyazi Gümüº & Özgür Çark, 2021. "The effect of customers’ attitudes towards chatbots on their experience and behavioral intention in Turkey," Interdisciplinary Description of Complex Systems - scientific journal, Croatian Interdisciplinary Society Provider Homepage: http://indecs.eu, vol. 19(3), pages 420-436.
  4. Hee-Min Lee & Jee-Won Kang & Young Namkung, 2021. "Instagram Users’ Information Acceptance Process for Food-Content," Sustainability, MDPI, vol. 13(5), pages 1-15, March.
  5. Rizomyliotis, Ioannis & Kastanakis, Minas N. & Giovanis, Apostolos & Konstantoulaki, Kleopatra & Kostopoulos, Ioannis, 2022. "“How mAy I help you today?” The use of AI chatbots in small family businesses and the moderating role of customer affective commitment," Journal of Business Research, Elsevier, vol. 153(C), pages 329-340.
  6. Ahn, Jungyong & Kim, Jungwon & Sung, Yongjun, 2022. "The effect of gender stereotypes on artificial intelligence recommendations," Journal of Business Research, Elsevier, vol. 141(C), pages 50-59.
  7. Song, Mengmeng & Zhang, Huixian & Xing, Xinyu & Duan, Yucong, 2023. "Appreciation vs. apology: Research on the influence mechanism of chatbot service recovery based on politeness theory," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  8. Aslam, Usman, 2023. "Understanding the usability of retail fashion brand chatbots: Evidence from customer expectations and experiences," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
  9. Jan, Ihsan Ullah & Ji, Seonggoo & Kim, Changju, 2023. "What (de) motivates customers to use AI-powered conversational agents for shopping? The extended behavioral reasoning perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
  10. Pantano, Eleonora & Pedeliento, Giuseppe & Christodoulides, George, 2022. "A strategic framework for technological innovations in support of the customer experience: A focus on luxury retailers," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
  11. Mariani, Marcello M. & Hashemi, Novin & Wirtz, Jochen, 2023. "Artificial intelligence empowered conversational agents: A systematic literature review and research agenda," Journal of Business Research, Elsevier, vol. 161(C).
  12. Chang, Woojung & Kim, Kyoungmi (Kate), 2022. "Appropriate service robots in exchange and communal relationships," Journal of Business Research, Elsevier, vol. 141(C), pages 462-474.
  13. Letizia Lo Presti & Giulio Maggiore & Vittoria Marino, 2021. "The role of the chatbot on customer purchase intention: towards digital relational sales," Italian Journal of Marketing, Springer, vol. 2021(3), pages 165-188, September.
  14. Gao, Wei & Jiang, Ning & Guo, Qingqing, 2023. "How do virtual streamers affect purchase intention in the live streaming context? A presence perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  15. Li, Sixian & Peluso, Alessandro M. & Duan, Jinyun, 2023. "Why do we prefer humans to artificial intelligence in telemarketing? A mind perception explanation," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
  16. Niyazi Gümüº & Özgür Çark, 2021. "The effect of customers’ attitudes towards chatbots on their experience and behavioral intention in Turkey," Interdisciplinary Description of Complex Systems - scientific journal, Croatian Interdisciplinary Society Provider Homepage: http://indecs.eu, vol. 19(3), pages 420-436.
  17. Allal-Chérif, Oihab & Simón-Moya, Virginia & Ballester, Antonio Carlos Cuenca, 2021. "Intelligent purchasing: How artificial intelligence can redefine the purchasing function," Journal of Business Research, Elsevier, vol. 124(C), pages 69-76.
  18. Kull, Alexander J. & Romero, Marisabel & Monahan, Lisa, 2021. "How may I help you? Driving brand engagement through the warmth of an initial chatbot message," Journal of Business Research, Elsevier, vol. 135(C), pages 840-850.
  19. 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).
  20. Rahman, Muhammad Sabbir & Bag, Surajit & Hossain, Md Afnan & Abdel Fattah, Fadi Abdel Muniem & Gani, Mohammad Osman & Rana, Nripendra P., 2023. "The new wave of AI-powered luxury brands online shopping experience: The role of digital multisensory cues and customers’ engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
  21. Le, Hoang Tran Phuoc Mai & Park, Jungkun & Lee, Sangwoo, 2023. "Emotion and trust in virtual service assistant design for effective service recovery," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
  22. Oliveira, Guilherme Gouvea de & Lizarelli, Fabiane Letícia & Teixeira, Jorge Grenha & Mendes, Glauco Henrique de Sousa, 2023. "Curb your enthusiasm: Examining the customer experience with Alexa and its marketing outcomes," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
  23. Qayyum, Abdul & Jamil, Raja Ahmed & Shah, Adnan Muhammad & Lee, KangYoon, 2023. "Inclusive advertising featuring disability on instagram: Effect on consumer well-being, brand engagement, and purchase intention," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
  24. Lin Li & Kyung Young Lee & Emmanuel Emokpae & Sung-Byung Yang, 2021. "What makes you continuously use chatbot services? Evidence from chinese online travel agencies," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(3), pages 575-599, September.
  25. Song, Mengmeng & Xing, Xinyu & Duan, Yucong & Cohen, Jason & Mou, Jian, 2022. "Will artificial intelligence replace human customer service? The impact of communication quality and privacy risks on adoption intention," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
  26. Areej Algumzi, 2022. "Factors Influencing Saudi Young Female Consumers’ Luxury Fashion in Saudi Arabia: Predeterminants of Culture and Lifestyles in Neom City," JRFM, MDPI, vol. 15(7), pages 1-13, June.
  27. Baabdullah, Abdullah M. & Alalwan, Ali Abdallah & Algharabat, Raed S. & Metri, Bhimaraya & Rana, Nripendra P., 2022. "Virtual agents and flow experience: An empirical examination of AI-powered chatbots," Technological Forecasting and Social Change, Elsevier, vol. 181(C).
  28. Gang Chen & Shuaiyong Xiao & Chenghong Zhang & Huimin Zhao, 2023. "A Theory-Driven Deep Learning Method for Voice Chat–Based Customer Response Prediction," Information Systems Research, INFORMS, vol. 34(4), pages 1513-1532, December.
  29. Massaro, Alessandro & Magaletti, Nicola & Cosoli, Gabriele & Giardinelli, Vito & Leogrande, Angelo, 2022. "Text Mining Approaches Oriented on Customer Care Efficiency," MPRA Paper 112244, University Library of Munich, Germany.
  30. Zhu, Yimin & Zhang, Jiemin & Wu, Jifei & Liu, Yingyue, 2022. "AI is better when I'm sure: The influence of certainty of needs on consumers' acceptance of AI chatbots," Journal of Business Research, Elsevier, vol. 150(C), pages 642-652.
  31. Li, Meichan & Wang, Rui, 2023. "Chatbots in e-commerce: The effect of chatbot language style on customers’ continuance usage intention and attitude toward brand," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
  32. Hsu, Chin-Lung & Lin, Judy Chuan-Chuan, 2023. "Understanding the user satisfaction and loyalty of customer service chatbots," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
  33. Eliza Nichifor & Adrian Trifan & Elena Mihaela Nechifor, 2021. "Artificial Intelligence in Electronic Commerce: Basic Chatbots and Consumer Journey," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 23(56), pages 1-87, February.
  34. Tao Zhang & Chao Feng & Hui Chen & Junjie Xian, 2022. "Calming the customers by AI: Investigating the role of chatbot acting-cute strategies in soothing negative customer emotions," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(4), pages 2277-2292, December.
  35. Xuequn Wang & Xiaolin Lin & Bin Shao, 2023. "Artificial intelligence changes the way we work: A close look at innovating with chatbots," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 74(3), pages 339-353, March.
  36. Annina Boehm-Fischer & Joel T. Schmidt & Jens Nachtwei, 2022. "Ears on the Street: Practitioner Opinions on What Competencies Sales Executives Need and How to Develop Them," SAGE Open, , vol. 12(4), pages 21582440221, October.
  37. Xu, Ying & Niu, Nan & Zhao, Zixiang, 2023. "Dissecting the mixed effects of human-customer service chatbot interaction on customer satisfaction: An explanation from temporal and conversational cues," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
  38. Lova Rajaobelina & Isabelle Brun & Nour Kilani & Line Ricard, 2022. "Examining emotions linked to live chat services: The role of e-service quality and impact on word of mouth," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(3), pages 232-249, September.
  39. Berta Marcos Ceron & Manuel Monge, 2023. "Consumer Sentiment and Luxury Behavior in the United States before and after COVID-19: Time Trends and Persistence Analysis," Mathematics, MDPI, vol. 11(16), pages 1-14, August.
  40. Omar, Suha & Mohsen, Kholoud & Tsimonis, Georgios & Oozeerally, Adam & Hsu, Jen-Hsien, 2021. "M-commerce: The nexus between mobile shopping service quality and loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  41. Banik, Shanta, 2021. "Exploring the involvement-patronage link in the phygital retail experiences," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
  42. Li, Chia-Ying & Zhang, Jin-Ting, 2023. "Chatbots or me? Consumers’ switching between human agents and conversational agents," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
  43. Sands, Sean & Ferraro, Carla & Demsar, Vlad & Chandler, Garreth, 2022. "False idols: Unpacking the opportunities and challenges of falsity in the context of virtual influencers," Business Horizons, Elsevier, vol. 65(6), pages 777-788.
  44. Justina Sidlauskiene & Yannick Joye & Vilte Auruskeviciene, 2023. "AI-based chatbots in conversational commerce and their effects on product and price perceptions," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-21, December.
  45. Whang, Jeong-Bin & Song, Ji Hee & Lee, Jong-Ho & Choi, Boreum, 2022. "Interacting with Chatbots: Message type and consumers' control," Journal of Business Research, Elsevier, vol. 153(C), pages 309-318.
  46. Carlos Correa & David Alarcón & Ignacio Cepeda, 2021. "“I am Delighted!”: The Effect of Perceived Customer Value on Repurchase and Advocacy Intention in B2B Express Delivery Services," Sustainability, MDPI, vol. 13(11), pages 1-19, May.
  47. Min Qin & Wei Zhu & Shiyue Zhao & Yu Zhao, 2022. "Is Artificial Intelligence Better than Manpower? The Effects of Different Types of Online Customer Services on Customer Purchase Intentions," Sustainability, MDPI, vol. 14(7), pages 1-18, March.
  48. Jeannot, Florence & Dampérat, Maud & Salvador, Marielle & El Euch Maalej, Mariem & Jongmans, Eline, 2022. "Toward a luxury restaurant renewal: Antecedents and consequences of digitalized gastronomy experiences," Journal of Business Research, Elsevier, vol. 146(C), pages 518-539.
  49. Huang, Yu-Shan (Sandy) & Dootson, Paula, 2022. "Chatbots and service failure: When does it lead to customer aggression," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  50. Chao Gu & Tingting Huang & Wei Wei & Chun Yang & Jiangjie Chen & Wei Miao & Shuyuan Lin & Hanchu Sun & Jie Sun, 2023. "The Effect of Using Augmented Reality Technology in Takeaway Food Packaging to Improve Young Consumers’ Negative Evaluations," Agriculture, MDPI, vol. 13(2), pages 1-35, January.
  51. Yuan, Chunlin & Zhang, Chenlei & Wang, Shuman, 2022. "Social anxiety as a moderator in consumer willingness to accept AI assistants based on utilitarian and hedonic values," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
  52. Aumaima Wahbi & Karim Khaddouj & Naoufal Lahlimi, 2023. "Study of the relationship between chatbot technology and customer experience and satisfaction [Etude de la relation entre la technologie chatbots et l'expérience et la satisfaction client]," Post-Print hal-04403080, HAL.
  53. Karl Akbari & Udo Wagner, 2021. "Playing When Paying and What Happens Next: Customer Satisfaction and Word-of-Mouth Intention in Gambled Price Promotions," Schmalenbach Journal of Business Research, Springer, vol. 73(2), pages 243-271, June.
  54. Younhee Kim & Seunghwan Myeong & Michael J. Ahn, 2023. "Living Labs for AI-Enabled Public Services: Functional Determinants, User Satisfaction, and Continued Use," Sustainability, MDPI, vol. 15(11), pages 1-17, May.
  55. Liu, Xiaohui & He, Xiaoyu & Wang, Mengmeng & Shen, Huizhang, 2022. "What influences patients' continuance intention to use AI-powered service robots at hospitals? The role of individual characteristics," Technology in Society, Elsevier, vol. 70(C).
  56. Ganesh Dash & Syed Akmal & Prashant Mehta & Debarun Chakraborty, 2022. "COVID-19 and E-Learning Adoption in Higher Education: A Multi-Group Analysis and Recommendation," Sustainability, MDPI, vol. 14(14), pages 1-20, July.
  57. Kautish, Pradeep & Purohit, Sonal & Filieri, Raffaele & Dwivedi, Yogesh K., 2023. "Examining the role of consumer motivations to use voice assistants for fashion shopping: The mediating role of awe experience and eWOM," Technological Forecasting and Social Change, Elsevier, vol. 190(C).
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