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How may I help you? Driving brand engagement through the warmth of an initial chatbot message

Citations

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  1. Akshara Prasanna & Bijay Prasad Kushwaha, 2026. "Transforming marketing landscapes: a systematic literature review of generative AI using the TCCM model framework," Management Review Quarterly, Springer, vol. 76(1), pages 421-455, February.
  2. Juquelier, Antoine & Poncin, Ingrid & Hazée, Simon, 2025. "Empathic chatbots: A double-edged sword in customer experiences," Journal of Business Research, Elsevier, vol. 188(C).
  3. Wang, Ying & Huam, Hon Tat & Hamid, Abu Bakar Abdul, 2026. "Emotional divergence among virtual avatar types: A topic-based study using LDA and DistilBERT," Journal of Retailing and Consumer Services, Elsevier, vol. 88(C).
  4. Roy Bhattacharjee, Debashree & Kuanr, Abhisek & Pradhan, Debasis & Moharana, Tapas Ranjan, 2025. "Fun or warm: How conversational style boosts customer engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 85(C).
  5. Nishant Kumar & Pratibha Garg & Neha Gupta & Kamal Upreti, 2026. "Examining humanized bot interaction for the retail revenue growth," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 25(1), pages 25-40, February.
  6. Chenyu Gu & Yu Zhang & Linhao Zeng, 2024. "Exploring the mechanism of sustained consumer trust in AI chatbots after service failures: a perspective based on attribution and CASA theories," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 11(1), pages 1-12, December.
  7. Kesha K. Coker & Ramendra Thakur, 2026. "Not all chatbots connect equally: The moderating role of chatbot type," Electronic Markets, Springer;IIM University of St. Gallen, vol. 36(1), pages 1-17, December.
  8. Zhifang Deng & Jinzhe Yan, 2025. "The Effect of Perceived Warmth, Competence, and Social Presence of AI-Driven Chabots on Consumers’ Engagement and Satisfaction," SAGE Open, , vol. 15(3), pages 21582440251, September.
  9. 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).
  10. Trong Huu Nguyen & Rohit H. Trivedi & Kyoko Fukukawa & Samuel Adomako, 2025. "Investigating Drivers of Customer Experience with Virtual Conversational Agents," Information Systems Frontiers, Springer, vol. 27(5), pages 1871-1897, October.
  11. Gerrath, Maximilian H.E.E. & Olya, Hossein & Shah, Zahra & Li, Huaiyu, 2024. "Virtual influencers and pro-environmental causes: The roles of message warmth and trust in experts," Journal of Business Research, Elsevier, vol. 175(C).
  12. Ma, Jianan & Li, Fangxuan (Sam), 2023. "Does ‘chicken soup for the soul’ on the product packaging work? The mediating role of perceived warmth and self-brand connection," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
  13. 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).
  14. Yan Wan & Yifan Zhang & Fengting Wang & Yufei Yuan, 2023. "Retailer response to negative online consumer reviews: how can damaged trust be effectively repaired?," Information Technology and Management, Springer, vol. 24(1), pages 37-53, March.
  15. Lee, Kuo-Wei & Li, Chia-Ying, 2023. "It is not merely a chat: Transforming chatbot affordances into dual identification and loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
  16. Rituparna Basu & Md. Nayeem Aktar & Satish Kumar, 2025. "The interplay of artificial intelligence, machine learning, and data analytics in digital marketing and promotions: a review and research agenda," Journal of Marketing Analytics, Palgrave Macmillan, vol. 13(2), pages 267-287, June.
  17. Rese, Alexandra & Witthohn, Lennart, 2025. "Recovering customer satisfaction after a chatbot service failure – The effect of gender," Journal of Retailing and Consumer Services, Elsevier, vol. 84(C).
  18. 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).
  19. Ma, Xiaoyue & Huo, Yudi, 2023. "Are users willing to embrace ChatGPT? Exploring the factors on the acceptance of chatbots from the perspective of AIDUA framework," Technology in Society, Elsevier, vol. 75(C).
  20. Shuiqing Yang & Wei Xie & Yuangao Chen & Yixiao Li & Hui Jiang & Wangyue zhou, 2025. "Warmth or competence? Understanding voice shopping intentions from Human-AI interaction perspective," Electronic Commerce Research, Springer, vol. 25(6), pages 4625-4654, December.
  21. Nunkoo, Robin & Shukla, Anuja & Mishra, Anubhav, 2024. "The role of temporal distance, conspicuous consumption, and multisensory interfaces on consumer judgments in metaverse," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
  22. Todd C. Haderlie & Sphurti Sewak & Sandipan Sen & Anthony D. Miyazaki, 2026. "How Consumers Evaluate Human, AI, and Hybrid Therapists: Psychological Pathways to Expected Service Satisfaction," Journal of Consumer Affairs, Wiley Blackwell, vol. 60(2), June.
  23. Hai Lan & Xiaofei Tang & Yong Ye & Huiqin Zhang, 2024. "Abstract or concrete? The effects of language style and service context on continuous usage intention for AI voice assistants," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 11(1), pages 1-13, December.
  24. Fan, Hua & Han, Bing & Gao, Wei, 2022. "(Im)Balanced customer-oriented behaviors and AI chatbots' Efficiency–Flexibility performance: The moderating role of customers’ rational choices," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
  25. Sharma, Monika & Rahman, Zillur, 2022. "Anthropomorphic brand management: An integrated review and research agenda," Journal of Business Research, Elsevier, vol. 149(C), pages 463-475.
  26. Zhang, Yun & Li, Xia & Liu, Rongqin & Shuai, Qinghong & Huang, Caiyan, 2025. "How facial cues of streamers drive purchase intention in live streaming commerce: Based on a lens model," Journal of Business Research, Elsevier, vol. 190(C).
  27. Chih, Wen-Hai & Wang, Kai-Yu & Banda, Hope Wilfred, 2025. "Chatbots at the frontline: Unveiling antecedents of customers’ willingness to accept chatbot intervention in service recovery," Journal of Retailing and Consumer Services, Elsevier, vol. 84(C).
  28. Mari, Alex & Mandelli, Andreina & Algesheimer, René, 2024. "Empathic voice assistants: Enhancing consumer responses in voice commerce," Journal of Business Research, Elsevier, vol. 175(C).
  29. 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).
  30. 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.
  31. Fakhri Baghirov, 2026. "AI vs. human in customer service: how attribute type changes the game," Marketing Letters, Springer, vol. 37(1), pages 1-20, December.
  32. Mafalda Pescatore & Stefania Farace, 2026. "The effect of non-facial emojis-text congruency on user satisfaction in chatbot interactions," Italian Journal of Marketing, Springer, vol. 2026(1), pages 1-23, December.
  33. Hwan-Ho Noh & Hye Bin Rim & Byung-Kwan Lee, 2025. "Exploring User Attitudes and Trust Toward ChatGPT as a Social Actor: A UTAUT-Based Analysis," SAGE Open, , vol. 15(2), pages 21582440251, June.
  34. Yi Tao & Zhuolun Ren & Xinyu Liu & Yang Chen, 2026. "Color, voice type and pitch: how multi-sensory cues of virtual shopping assistants influence young people’s purchase intention in VR shopping," Electronic Commerce Research, Springer, vol. 26(2), pages 1853-1885, April.
  35. Yuexian Zhang & XueYing Wang & Xin Zhao, 2025. "Supervising or assisting? The influence of virtual anchor driven by AI–human collaboration on customer engagement in live streaming e-commerce," Electronic Commerce Research, Springer, vol. 25(4), pages 3047-3070, August.
  36. Martin Haupt & Anna Rozumowski & Jan Freidank & Alexander Haas, 2023. "Seeking empathy or suggesting a solution? Effects of chatbot messages on service failure recovery," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-22, December.
  37. Thapa, Sajani & Guzmán, Francisco & Paswan, Audhesh, 2024. "We are just 10 feet away! How does location-based advertising affect consumer-brand engagement?," Journal of Business Research, Elsevier, vol. 172(C).
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