IDEAS home Printed from https://ideas.repec.org/p/dar/wpaper/119304.html
   My bibliography  Save this paper

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

Author

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

Abstract

No abstract is available for this item.

Suggested Citation

  • 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/
    as

    Download full text from publisher

    File URL: https://link.springer.com/article/10.1007%2Fs12525-020-00414-7
    Download Restriction: no
    File URL: https://tuprints.ulb.tu-darmstadt.de/24008
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    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. 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).
    3. 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.
    4. 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.
    5. 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.
    6. 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.
    7. 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.
    8. 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).
    9. 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.
    10. Zaichkowsky, Judith Lynne, 1985. "Measuring the Involvement Construct," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 12(3), pages 341-352, December.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Martin Adam & Michael Wessel & Alexander Benlian, 2021. "AI-based chatbots in customer service and their effects on user compliance," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(2), pages 427-445, June.
    2. Adam, Martin & Wessel, Michael & Benlian, Alexander, 2024. "AI-based chatbots in customer service and their effects on user compliance," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 144613, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    3. Sara Moussawi & Marios Koufaris & Raquel Benbunan-Fich, 2021. "How perceptions of intelligence and anthropomorphism affect adoption of personal intelligent agents," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(2), pages 343-364, June.
    4. Anna Prisco & Valerio Muto & Ciro Troise & Mario Tani, 2022. "How to Engage the Crowds to Create Value? Evidence from the Pathfinder Arena Case," Sustainability, MDPI, vol. 14(7), pages 1-22, April.
    5. 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.
    6. Mark Anthony Camilleri & Ciro Troise, 2023. "Live support by chatbots with artificial intelligence: A future research agenda," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 61-80, March.
    7. Severin Weiler & Christian Matt & Thomas Hess, 2022. "Immunizing with information – Inoculation messages against conversational agents’ response failures," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(1), pages 239-258, March.
    8. Christine Rzepka & Benedikt Berger & Thomas Hess, 2022. "Voice Assistant vs. Chatbot – Examining the Fit Between Conversational Agents’ Interaction Modalities and Information Search Tasks," Information Systems Frontiers, Springer, vol. 24(3), pages 839-856, June.
    9. Javed, Muhammad Kashif & Wu, Min, 2020. "Effects of online retailer after delivery services on repurchase intention: An empirical analysis of customers’ past experience and future confidence with the retailer," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    10. Irene Comeig & Ernesto Mesa-Vázquez & Pau Sendra-Pons & Amparo Urbano, 2020. "Rational Herding in Reward-Based Crowdfunding: An MTurk Experiment," Sustainability, MDPI, vol. 12(23), pages 1-21, November.
    11. Sewaid, Ahmed & Garcia-Cestona, Miguel & Silaghi, Florina, 2021. "Resolving information asymmetries in financing new product development: The case of reward-based crowdfunding," Research Policy, Elsevier, vol. 50(10).
    12. Goutier, Marc & Diebel, Christopher & Adam, Martin & Benlian, Alexander, 2024. "Proactive and Reactive Help from Intelligent Agents in Identity-Relevant Tasks," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 142985, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    13. Qingxiang Li & Nianxin Wang, 2024. "Fundraiser engagement, third-party endorsement and crowdfunding performance: A configurational theory approach," PLOS ONE, Public Library of Science, vol. 19(8), pages 1-31, August.
    14. Alexander Maedche & Christine Legner & Alexander Benlian & Benedikt Berger & Henner Gimpel & Thomas Hess & Oliver Hinz & Stefan Morana & Matthias Söllner, 2019. "AI-Based Digital Assistants," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 61(4), pages 535-544, August.
    15. Chiao-Chen Chang, 2022. "The Role of Individual Factors in Users’ Intentions to Use Medical Tourism Mobile Apps," Tourism and Hospitality, MDPI, vol. 3(4), pages 1-12, November.
    16. Wang, Yinghuan & Wang, Baolin & Yan, Yan, 2022. "Does network externality affect your project? Evidences from reward-based technology crowdfunding," Technological Forecasting and Social Change, Elsevier, vol. 180(C).
    17. Croitor, Evgheni & Werner, Dominick & Benlian, Alexander, 2021. "The Effects of Control Mechanisms on Complementors’ Behavioral Intentions: An Empirical Study of Reward-Based Crowdfunding Platforms," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 124635, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    18. Banik, Shanta, 2021. "Exploring the involvement-patronage link in the phygital retail experiences," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    19. Hung, Kam & Petrick, James F., 2012. "Testing the effects of congruity, travel constraints, and self-efficacy on travel intentions: An alternative decision-making model," Tourism Management, Elsevier, vol. 33(4), pages 855-867.
    20. Baumann, Chris & Hamin, Hamin & Chong, Amy, 2015. "The role of brand exposure and experience on brand recall—Product durables vis-à -vis FMCG," Journal of Retailing and Consumer Services, Elsevier, vol. 23(C), pages 21-31.

    More about this item

    NEP fields

    This paper has been announced in the following NEP Reports:

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:dar:wpaper:119304. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dekanatssekretariat (email available below). General contact details of provider: https://edirc.repec.org/data/ivthdde.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.