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Classifying and measuring the service quality of AI chatbot in frontline service

Citations

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Cited by:

  1. Wang, Siqi & Lim, Weng Marc & Cheah, Jun-Hwa & Lim, Xin-Jean, 2025. "Working with robots: Trends and future directions," Technological Forecasting and Social Change, Elsevier, vol. 212(C).
  2. Ma, Liang & Yu, Peng & Zhang, Xin & Wang, Gaoshan & Hao, Feifei, 2024. "How AI use in organizations contributes to employee competitive advantage: The moderating role of perceived organization support," Technological Forecasting and Social Change, Elsevier, vol. 209(C).
  3. Juquelier, Antoine & Poncin, Ingrid & Hazée, Simon, 2025. "Empathic chatbots: A double-edged sword in customer experiences," Journal of Business Research, Elsevier, vol. 188(C).
  4. Jo, Hyeon & Park, Do-Hyung, 2025. "The fear of being replaced by generative AI: An examination of influential factors among office workers," Technological Forecasting and Social Change, Elsevier, vol. 220(C).
  5. Heba E. Hassan, 2024. "The role of mobile shopping service quality in enhancing customers M-satisfaction, M-loyalty, and E-word of mouth," Future Business Journal, Springer, vol. 10(1), pages 1-14, December.
  6. 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.
  7. Kok Hao Yuan & Aini Khalida Muslim & Muhamad Izaidi Ishak & Athirah Mohd Tan & Naveed Ahmad & Vimala Govinda Raj, 2026. "Influence of AI Chatbot Communication Features and AI Service Agent Marketing Effort on Customer Satisfaction in Online Car Rental Platform," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 10(1), pages 5053-5072, January.
  8. Guo, Wenshan & Luo, Qiangqiang, 2023. "Investigating the impact of intelligent personal assistants on the purchase intentions of Generation Z consumers: The moderating role of brand credibility," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  9. Choi, Sunhwa & Yi, Youjae & Zhao, Xiaohong, 2024. "The human touch vs. AI efficiency: How perceived status, effort, and loyalty shape consumer satisfaction with preferential treatment," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
  10. Sonal Ahuja & Vaibhav Sharma & Simarjeet Singh, 2025. "Is fintech chatbot adoption a far-off aspiration? Establishing adoption model using ISM-MICMAC approach," Quality & Quantity: International Journal of Methodology, Springer, vol. 59(1), pages 413-437, February.
  11. Chen, Qian & Jing, Yufan & Gong, Yeming & Tan, Jie, 2025. "Will users fall in love with ChatGPT? a perspective from the triangular theory of love," Journal of Business Research, Elsevier, vol. 186(C).
  12. Sung Yeon Kim & Jin Min Kim, 2025. "Standardization versus customization in artificial intelligence-based services: what fuels continuous intention to use on digital platforms?," Service Business, Springer;Pan-Pacific Business Association, vol. 19(1), pages 1-23, March.
  13. Zhang, Junru & Luo, Le & Yang, Joey Wenling, 2026. "Does artificial intelligence mitigate climate change exposure?," Journal of Banking & Finance, Elsevier, vol. 183(C).
  14. Liang, Bingqian & Wang, Yixin & Huo, Weiwei & Song, Mengli & Shi, Yi, 2025. "Algorithmic control as a double-edged sword: Its relationship with service performance and work well-being," Journal of Business Research, Elsevier, vol. 189(C).
  15. Ahn, Suhyoung & Park, JungKun & Ye, Sangbeak, 2025. "How AI enhances employee service innovation in retail: Social exchange theory perspectives and the impact of AI adaptability," Journal of Retailing and Consumer Services, Elsevier, vol. 84(C).
  16. repec:bjf:journl:v:10:y:2025:i:10:p:1424-1434 is not listed on IDEAS
  17. Kim Shin Young & Sang-Gun Lee & Ga Youn Hong, 2024. "User satisfaction with the service quality of ChatGPT," Service Business, Springer;Pan-Pacific Business Association, vol. 18(3), pages 417-431, December.
  18. Mohamed Ai-Shafei & Suraksha Gupta & Matthew M. Shin & Ye Yan & Rui Liu, 2026. "Integrated Learning with AI Enabled Interactions with Customers by Fashion Retailers," Corporate Reputation Review, Palgrave Macmillan, vol. 29(1), pages 61-78, February.
  19. Souha Al-Geitany & Hasan Yousef Aljuhmani & Okechukwu Lawrence Emeagwali & Elsie Nasr, 2023. "Consumer Behavior in the Post-COVID-19 Era: The Impact of Perceived Interactivity on Behavioral Intention in the Context of Virtual Conferences," Sustainability, MDPI, vol. 15(11), pages 1-23, May.
  20. Javed Ali, 2024. "Thematic Evolution of Service Quality (2011-2023): Insights for Future Research Directions ," GATR Journals jmmr341, Global Academy of Training and Research (GATR) Enterprise.
  21. Shahzad, Muhammad Farrukh & Xu, Shuo & An, Xin & Javed, Iqra, 2024. "Assessing the impact of AI-chatbot service quality on user e-brand loyalty through chatbot user trust, experience and electronic word of mouth," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
  22. Pinochet, Luis Hernan Contreras & de Gois, Fernanda Silva & Pardim, Vanessa Itacaramby & Onusic, Luciana Massaro, 2024. "Experimental study on the effect of adopting humanized and non-humanized chatbots on the factors measure the intensity of the user's perceived trust in the Yellow September campaign," Technological Forecasting and Social Change, Elsevier, vol. 204(C).
  23. Akbari, Morteza & Foroudi, Pantea & Zaman Fashami, Rahime & Mahavarpour, Nasrin & Khodayari, Maryam, 2022. "Let us talk about something: The evolution of e-WOM from the past to the future," Journal of Business Research, Elsevier, vol. 149(C), pages 663-689.
  24. Huang, Dongling & Markovitch, Dmitri G. & Stough, Rusty A., 2024. "Can chatbot customer service match human service agents on customer satisfaction? An investigation in the role of trust," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
  25. Zhao, Yuexin & Tang, Siyi & Zhang, Hongyu & Lyu, Long, 2025. "AI vs. human: A large-scale analysis of AI-generated fake reviews, human-generated fake reviews and authentic reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 87(C).
  26. Anelisa MEMELA & Omphile NTELEKOA & Neo LIGARABA & Suvera BOODHOO, 2025. "Artificial Intelligence as an Innovation Strategy: The Role of Service Performance on Customer Satisfaction and Commitment," Journal of Emerging Trends in Marketing and Management, The Bucharest University of Economic Studies, vol. 1(3), pages 51-63, September.
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