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AI customer service: Task complexity, problem-solving ability, and usage intention

Citations

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Cited by:

  1. 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.
  2. Markovitch, Dmitri G. & Stough, Rusty A. & Huang, Dongling, 2024. "Consumer reactions to chatbot versus human service: An investigation in the role of outcome valence and perceived empathy," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
  3. Luis Matosas-López, 2026. "The effect of chatbots humanness and brand associations on consumer purchase intentions: an experimental approach," Electronic Commerce Research, Springer, vol. 26(2), pages 2395-2421, April.
  4. Omar H. Fares & Irfan Butt & Seung Hwan Mark Lee, 2023. "Utilization of artificial intelligence in the banking sector: a systematic literature review," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(4), pages 835-852, December.
  5. Dung Minh Nguyen & Yen-Ting Helena Chiu & Huy Duc Le, 2021. "Determinants of Continuance Intention towards Banks’ Chatbot Services in Vietnam: A Necessity for Sustainable Development," Sustainability, MDPI, vol. 13(14), pages 1-24, July.
  6. Mitra Madanchian & Jay Ariken & Hamed Taherdoost, 2022. "Role of Effective Leadership on Empowerment, Effective Communication, and Motivation in Customer Service," Post-Print hal-03741852, HAL.
  7. Siran Wang & Qiang Yan & Lingli Wang, 2025. "Task-oriented vs. social-oriented: chatbot communication styles in electronic commerce service recovery," Electronic Commerce Research, Springer, vol. 25(3), pages 1793-1825, June.
  8. Murtaza, Zara & Sharma, Isha & Carbonell, Pilar, 2024. "Examining chatbot usage intention in a service encounter: Role of task complexity, communication style, and brand personality," Technological Forecasting and Social Change, Elsevier, vol. 209(C).
  9. Chunlin Yuan & Shuman Wang & Yue Liu, 2023. "AI service impacts on brand image and customer equity: empirical evidence from China," Journal of Brand Management, Palgrave Macmillan, vol. 30(1), pages 61-76, January.
  10. Anshu, Kumari & Shankar, Amit & Behl, Abhishek & Pereira, Vijay & Laker, Benjamin, 2022. "Impact of barriers of value co-creation on consumers' innovation resistance behavior: Investigating the moderation role of the DART model," Technological Forecasting and Social Change, Elsevier, vol. 184(C).
  11. Leyer, Michael & Schneider, Sabrina, 2021. "Decision augmentation and automation with artificial intelligence: Threat or opportunity for managers?," Business Horizons, Elsevier, vol. 64(5), pages 711-724.
  12. Vishal Singh & Ruchi Sharma & Surya Rashmi Rawat, 2026. "Charting the knowledge landscape of artificial intelligence driven personalization and consumer purchase intention in e-commerce: A bibliometric analysis," International Journal of Business and Management (IJBM), International Emerging Scholars Society (IESS), New Zealand, vol. 5(1), pages 1041-1070, June.
  13. 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).
  14. Minjun Kim, 2023. "Connecting artificial intelligence to value creation in services: mechanism and implications," Service Business, Springer;Pan-Pacific Business Association, vol. 17(4), pages 851-878, December.
  15. Ekaterina Novozhilova & Kate Mays & James E. Katz, 2024. "Looking towards an automated future: U.S. attitudes towards future artificial intelligence instantiations and their effect," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 11(1), pages 1-11, December.
  16. Wei Sun & Alisher Tohirovich Dedahanov & Ho Young Shin & Wei Ping Li, 2021. "Using extended complexity theory to test SMEs’ adoption of Blockchain-based loan system," PLOS ONE, Public Library of Science, vol. 16(2), pages 1-19, February.
  17. Wongsansukcharoen, Jedsada, 2022. "Effect of community relationship management, relationship marketing orientation, customer engagement, and brand trust on brand loyalty: The case of a commercial bank in Thailand," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  18. 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).
  19. 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).
  20. Mammadov Huseyn & Africa Ruiz-Gandara & Luis Gonzalez-Abril & Isidoro Romero, 2024. "Adoption of Artificial Intelligence in Small and Medium-Sized Enterprises in Spain: The Role of Competences and Skills," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 26(67), pages 848-848, August.
  21. Zongwen Xia & Randall Shannon, 2025. "Navigating the Digital Frontier: Exploring the Dynamics of Customer–Brand Relationships Through AI Chatbots," Sustainability, MDPI, vol. 17(5), pages 1-25, March.
  22. 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.
  23. Pengyi Shen & Demin Wan & Aonan Zhu, 2025. "Investigating the effect of AI service quality on consumer well-being in retail context," Service Business, Springer;Pan-Pacific Business Association, vol. 19(1), pages 1-35, March.
  24. Wellesley R. Rogers, 2026. "Balancing Cost Efficiency and Customer Loyalty: Redesigning AI-Enabled Customer Service in a Large Bank," RAIS Conference Proceedings 2022-2026 0630, Research Association for Interdisciplinary Studies.
  25. Jin Cheng & Muhammad Usman & Haiqing Bai & Yuting He & Khalid Mehmood, 2025. "Too much of a good thing: how to buffer the unintended adverse effects of empowering leadership?," Asia Pacific Journal of Management, Springer, vol. 42(4), pages 2325-2355, December.
  26. 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).
  27. 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).
  28. Meng, Kexin & Xiao, Jing Jian, 2026. "Can ChatGPT relate to you? Exploring consumer satisfaction with AI-generated product advice through the lens of consumption values," Journal of Retailing and Consumer Services, Elsevier, vol. 88(C).
  29. Waymond Rodgers & Tam Nguyen, 2022. "Advertising Benefits from Ethical Artificial Intelligence Algorithmic Purchase Decision Pathways," Journal of Business Ethics, Springer, vol. 178(4), pages 1043-1061, July.
  30. 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.
  31. 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.
  32. Yuanyuan Zhou & Zhuoying Fei & Yuanqiong He & Zhilin Yang, 2022. "How Human–Chatbot Interaction Impairs Charitable Giving: The Role of Moral Judgment," Journal of Business Ethics, Springer, vol. 178(3), pages 849-865, July.
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