AI customer service: Task complexity, problem-solving ability, and usage intention
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DOI: 10.1016/j.ausmj.2020.03.005
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- Cheng, Zhendong & Fan, Wenfang & Shao, Bingjia & Jia, Wenli & Zhang, Yong, 2024. "The impact of intelligent customer service agents’ initial response on consumers’ continuous interaction intention," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
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- van Esch, Patrick & Cui, Yuanyuan (Gina) & Das, Gopal & Jain, Shailendra Pratap & Wirtz, Jochen, 2022. "Tourists and AI: A political ideology perspective," Annals of Tourism Research, Elsevier, vol. 97(C).
- Chen Yang & Jing Hu, 2022. "When do consumers prefer AI-enabled customer service? The interaction effect of brand personality and service provision type on brand attitudes and purchase intentions," Journal of Brand Management, Palgrave Macmillan, vol. 29(2), pages 167-189, March.
- Alabed, Amani & Javornik, Ana & Gregory-Smith, Diana, 2022. "AI anthropomorphism and its effect on users' self-congruence and self–AI integration: A theoretical framework and research agenda," Technological Forecasting and Social Change, Elsevier, vol. 182(C).
- Minja Bolesnikov & Milica Popović Stijačić & Avi Bhargavi Keswani & Nebojša Brkljač, 2022. "Perception of Innovative Usage of AI in Optimizing Customer Purchasing Experience within the Sustainable Fashion Industry," Sustainability, MDPI, vol. 14(16), pages 1-18, August.
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Keywords
AI customer service; AI definition; Task complexity; Problem-solving ability; Usage intention;All these keywords.
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