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Understanding the intention of use of chatbots in online complaints processing
[Chatbots Et Reclamations En Ligne : Etude De Leur Acceptabilite Par Les Clients]

Author

Listed:
  • Rania Fakhet

    (UA - Université d'Artois)

  • Manel Hamouda

    (EDC - EDC Paris Business School)

Abstract

This research aims to determine the factors influencing the intention to use chatbots to make online complaints. The conceptual framework is based on an extended version of the Technology Acceptance Model (TAM), linking the intention to use chatbots with several potential determinants. The empirical study was conducted on a sample of active users of the Facebook Messenger application. The results analysis shows that perceived usefulness is the most relevant indicator for explaining the intention to use chatbots as a complaints channel. The study also reveals that intention to use is significantly influenced by attitude towards chatbots and their ability to resolve problems. In the light of these findings several key decision factors could be provided to managers, and more specifically to customer service managers, in order to successfully deploy a chatbot likely to better manage customer complaints online.

Suggested Citation

  • Rania Fakhet & Manel Hamouda, 2024. "Understanding the intention of use of chatbots in online complaints processing [Chatbots Et Reclamations En Ligne : Etude De Leur Acceptabilite Par Les Clients]," Post-Print hal-05325551, HAL.
    • Handle: RePEc:hal:journl:hal-05325551
    Note: View the original document on HAL open archive server: https://univ-artois.hal.science/hal-05325551v1
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