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Chatbots in retailers’ customer communication: How to measure their acceptance?

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Cited by:

  1. Darima Fotheringham & Michael A. Wiles, 2023. "The effect of implementing chatbot customer service on stock returns: an event study analysis," Journal of the Academy of Marketing Science, Springer, vol. 51(4), pages 802-822, July.
  2. Gao, Junzhe & Opute, Abdullah Promise & Jawad, Caroline & Zhan, Meng, 2025. "The influence of artificial intelligence chatbot problem solving on customers’ continued usage intention in e-commerce platforms: an expectation-confirmation model approach," Journal of Business Research, Elsevier, vol. 200(C).
  3. 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.
  4. Yuehuan He & Oleksandr Romanko & Alina Sienkiewicz & Robert Seidman & Roy Kwon, 2021. "Cognitive User Interface for Portfolio Optimization," JRFM, MDPI, vol. 14(4), pages 1-15, April.
  5. Taoufiq Dadouch & Bouchra Bennani & Malika Haoucha, 2023. "Consumer Acceptance of Mobile Shopping Apps, From Basic Apps to AI-Conversational Apps: A Literature Review," Post-Print hal-04194657, HAL.
  6. 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).
  7. Liao, Jiancai & Huang, Jingya, 2024. "Think like a robot: How interactions with humanoid service robots affect consumers’ decision strategies," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
  8. 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.
  9. 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).
  10. Tao Zhang & Chao Feng & Hui Chen & Junjie Xian, 2022. "Calming the customers by AI: Investigating the role of chatbot acting-cute strategies in soothing negative customer emotions," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(4), pages 2277-2292, December.
  11. 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.
  12. Xuequn Wang & Xiaolin Lin & Bin Shao, 2023. "Artificial intelligence changes the way we work: A close look at innovating with chatbots," Journal of the Association for Information Science & Technology, Association for Information Science & Technology, vol. 74(3), pages 339-353, March.
  13. Kamoonpuri, Sana Zehra & Sengar, Anita, 2023. "Hi, May AI help you? An analysis of the barriers impeding the implementation and use of artificial intelligence-enabled virtual assistants in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
  14. Carsten D. Schultz & Saskia Kaiser, 2025. "Consumer value dimensions in conversational and mobile commerce," Journal of Marketing Analytics, Palgrave Macmillan, vol. 13(3), pages 587-605, September.
  15. 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).
  16. Dang, Simon & Quach, Sara & Roberts, Robin E., 2025. "Explanation of time perspectives in adopting AI service robots under different service settings," Journal of Retailing and Consumer Services, Elsevier, vol. 82(C).
  17. Christoph Gerling & Timm Teubner & Fabian Braesemann, 2026. "Who uses general-purpose AI? A typology of ChatGPT early adopters," Electronic Markets, Springer;IIM University of St. Gallen, vol. 36(1), pages 1-35, December.
  18. Whang, Jeong-Bin & Song, Ji Hee & Lee, Jong-Ho & Choi, Boreum, 2022. "Interacting with Chatbots: Message type and consumers' control," Journal of Business Research, Elsevier, vol. 153(C), pages 309-318.
  19. Agarwal, Reeti & Mehrotra, Ankit & Pant, Manoj Kumar & Alzeiby, Ebtesam Abdullah & Vishnoi, Sushant Kumar, 2024. "Digital photo hoarding in online retail context. An in-depth qualitative investigation of retail consumers," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
  20. Arce-Urriza, Marta & Chocarro, Raquel & Cortiñas, Mónica & Marcos-Matás, Gustavo, 2025. "From familiarity to acceptance: The impact of Generative Artificial Intelligence on consumer adoption of retail chatbots," Journal of Retailing and Consumer Services, Elsevier, vol. 84(C).
  21. Dong, Lingfeng & Wu, Zhenwei & Ji, Ting & Tu, Yu, 2024. "Informing or persuading? Unveiling the complex dynamics of live chat in online labor markets," Journal of Retailing and Consumer Services, Elsevier, vol. 80(C).
  22. Le, Hoang Tran Phuoc Mai & Park, Jungkun & Lee, Sangwoo, 2023. "Emotion and trust in virtual service assistant design for effective service recovery," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
  23. Blömker, Jan & Albrecht, Carmen-Maria, 2025. "A path from multichannel customer data to real-time personalization: Predicting customers’ psychological traits through machine learning," Journal of Retailing and Consumer Services, Elsevier, vol. 87(C).
  24. Chattaraman, Veena & Kwon, Wi-Suk & Ross, Kassandra & Sung, Jihyun & Alikhademi, Kiana & Richardson, Brianna & Gilbert, Juan E., 2024. "‘Smart’ Choice? Evaluating AI-Based mobile decision bots for in-store decision-making," Journal of Business Research, Elsevier, vol. 183(C).
  25. Yadav, Rambalak & Giri, Arunangshu & Chakrabarty, Dipanwita & Alzeiby, Ebtesam Abdullah, 2024. "Understanding the consumers webrooming in retailing industry: An application of uses and gratification and uncertainty reduction theory," Technological Forecasting and Social Change, Elsevier, vol. 206(C).
  26. G, Sowmya & Chakraborty, Debarun & Polisetty, Aruna & Jain, Ravi Kumar, 2024. "Exploring the adoption patterns of matrimonial apps: An analysis of user gratifications," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
  27. 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.
  28. Dehghani, Milad & William Kennedy, Ryan & Mashatan, Atefeh & Rese, Alexandra & Karavidas, Dionysios, 2022. "High interest, low adoption. A mixed-method investigation into the factors influencing organisational adoption of blockchain technology," Journal of Business Research, Elsevier, vol. 149(C), pages 393-411.
  29. Massilva Dekkal & Manon Arcand & Sandrine Prom Tep & Lova Rajaobelina & Line Ricard, 2024. "Factors affecting user trust and intention in adopting chatbots: the moderating role of technology anxiety in insurtech," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 699-728, September.
  30. Thi Bao Tram Nguyen & Ta-Chung Chu, 2025. "Using a TOPSIS Method to Evaluate and Select AI Chatbots for Improving Customer Service Communication," Journal of Management and Strategy, Journal of Management and Strategy, Sciedu Press, vol. 16(2), pages 28-42, November.
  31. Song, Mengmeng & Xing, Xinyu & Duan, Yucong & Cohen, Jason & Mou, Jian, 2022. "Will artificial intelligence replace human customer service? The impact of communication quality and privacy risks on adoption intention," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
  32. Gouthier, Matthias & Nennstiel, Carina & Kern, Nora & Groß, Sebastian, 2022. "Easygoing Shopping – Customer Acceptance of the 'Just Walk Out' Technology in the German Retail Market," Marketing Review St.Gallen, Universität St.Gallen, Institut für Marketing und Customer Insight, vol. 39(5), pages 36-45.
  33. Daniela Corsaro & Isabella Maggioni, 2021. "Managing the sales transformation process in B2B: between human and digital," Italian Journal of Marketing, Springer, vol. 2021(1), pages 25-56, June.
  34. 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).
  35. Rajat Kumar Behera & Pradip Kumar Bala & Arghya Ray, 2024. "Cognitive Chatbot for Personalised Contextual Customer Service: Behind the Scene and beyond the Hype," Information Systems Frontiers, Springer, vol. 26(3), pages 899-919, June.
  36. Kashav, Vishal & Garg, Chandra Prakash, 2025. "From innovation to adoption: A framework-based evaluation of sustainable adoption strategies for eVTOL vehicles in shared passenger and freight transportation system," Journal of Air Transport Management, Elsevier, vol. 124(C).
  37. Jan, Ihsan Ullah & Ji, Seonggoo & Kim, Changju, 2023. "What (de) motivates customers to use AI-powered conversational agents for shopping? The extended behavioral reasoning perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
  38. Soderlund, Magnus & Oikarinen, Eeva-Liisa & Tan, Teck Ming, 2021. "The happy virtual agent and its impact on the human customer in the service encounter," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
  39. Mónika-Anetta Alt & Vizeli Ibolya, 2021. "Identifying Relevant Segments of Potential Banking Chatbot Users Based on Technology Adoption Behavior," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 33(2), pages 165-183.
  40. Selamat, Moch Akbar & Windasari, Nila Armelia, 2021. "Chatbot for SMEs: Integrating customer and business owner perspectives," Technology in Society, Elsevier, vol. 66(C).
  41. Paetz, Friederike & Schultz, Carsten D., 2025. "Smart product brands – The interrelation of smart products and buyer personality traits," Journal of Retailing and Consumer Services, Elsevier, vol. 84(C).
  42. 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).
  43. Esmark Jones, Carol L. & Hancock, Tyler & Kazandjian, Brett & Voorhees, Clay M., 2022. "Engaging the Avatar: The effects of authenticity signals during chat-based service recoveries," Journal of Business Research, Elsevier, vol. 144(C), pages 703-716.
  44. Perez-Aranda, Javier & González Robles, Eva M. & Alarcón Urbistondo, Pilar, 2023. "Understanding antecedents of continuance and revisit intentions: The case of sport apps," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
  45. Victoria Stanciu & Sinziana-Maria Rindasu, 2021. "Artificial Intelligence in Retail: Benefits and Risks Associated With Mobile Shopping Applications," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 23(56), pages 1-46, February.
  46. Grazyna Rosa, 2021. "Customer Preferences with Regard to Correspondence from an Energy Company," European Research Studies Journal, European Research Studies Journal, vol. 0(4 - Part ), pages 43-55.
  47. Ihtesham Ud Din & Allard C. R. Van Riel, 2026. "Will I try or will I resist artificial intelligence-based frontline service technologies? A review and research agenda," Service Business, Springer;Pan-Pacific Business Association, vol. 20(1), pages 1-26, March.
  48. 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).
  49. Luis Matosas-López, 2025. "The influence of brand credibility and brand loyalty on customer satisfaction and continued use intention in new voice assistance services based on AI," Journal of Marketing Analytics, Palgrave Macmillan, vol. 13(1), pages 180-201, March.
  50. Huang, Yu-Shan (Sandy) & Dootson, Paula, 2022. "Chatbots and service failure: When does it lead to customer aggression," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  51. Hu, Qian & Pan, Zhao, 2023. "Can AI benefit individual resilience? The mediation roles of AI routinization and infusion," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  52. Song, Christina Soyoung & Kim, Youn-Kyung, 2021. "Predictors of consumers’ willingness to share personal information with fashion sales robots," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
  53. Vhatkar, Manjunath S. & Raut, Rakesh D. & Gokhale, Ravindra & Kumar, Mukesh & Akarte, Milind & Ghoshal, Sudishna, 2024. "Leveraging digital technology in retailing business: Unboxing synergy between omnichannel retail adoption and sustainable retail performance," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
  54. Wang, Yong & Sun, Xiaoxin & Zhang, Xiaochen & Shi, Haijiao, 2025. "Do you feel empowered by AI service robot? An exploration of consumer's social power perception in human-AI interaction," Journal of Retailing and Consumer Services, Elsevier, vol. 87(C).
  55. Habib, Muhammad Danish & Attri, Rekha & Salam, Mohammad Asif & Yaqub, Muhammad Zafar, 2025. "Retail consumers' conundrum: An in-depth qualitative study navigating the motivations and aversion of chatbots," Journal of Retailing and Consumer Services, Elsevier, vol. 82(C).
  56. Le, Loc Tuan & Ly, Pham Thi Minh & Nguyen, Nhan Thanh & Tran, Lobel Trong Thuy, 2022. "Online reviews as a pacifying decision-making assistant," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  57. Rob Kim Marjerison & Youran Zhang & Hanyi Zheng, 2022. "AI in E-Commerce: Application of the Use and Gratification Model to The Acceptance of Chatbots," Sustainability, MDPI, vol. 14(21), pages 1-16, November.
  58. 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).
  59. 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.
  60. Kumar, Prashant & Utkarsh,, 2023. "Effects of in-store information quality and store credibility on consumer engagement in green retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
  61. Rodríguez-López, María Eugenia & Higueras-Castillo, Elena & Rojas-Lamorena, Álvaro J. & Alcántara-Pilar, Juan Miguel, 2024. "The future of TV-shopping: predicting user purchase intention through an extended technology acceptance model," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
  62. Won-Jun Lee, 2024. "Service Failure by Human, Service Recovery by AI Chatbot: The Impact of Justice, AI Efficacy on Recovery Effort," Virtual Economics, The London Academy of Science and Business, vol. 7(4), pages 48-63, December.
  63. Roxani Polimerou & George Spais, 2025. "Εstablishing relationships between brands and customers via strategic social media chatbots for telecom goods and services," Journal of Marketing Analytics, Palgrave Macmillan, vol. 13(2), pages 328-370, June.
  64. Lukasz Zolkiewicz & Marek Matejun, 2024. "Intra-Organizational Communication in Project Management Under COVID-19 Conditions: A Longitudinal Case Study," European Research Studies Journal, European Research Studies Journal, vol. 0(4), pages 201-227.
  65. Talaei-Khoei, Amir & Yang, Alan T. & Masialeti, Masialeti, 2024. "How does incorporating ChatGPT within a firm reinforce agility-mediated performance? The moderating role of innovation infusion and firms’ ethical identity," Technovation, Elsevier, vol. 132(C).
  66. 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.
  67. repec:ers:journl:v:xxiv:y:2021:i:4b:p:43-55 is not listed on IDEAS
  68. Kautish, Pradeep & Purohit, Sonal & Filieri, Raffaele & Dwivedi, Yogesh K., 2023. "Examining the role of consumer motivations to use voice assistants for fashion shopping: The mediating role of awe experience and eWOM," Technological Forecasting and Social Change, Elsevier, vol. 190(C).
  69. Hsu, Chin-Lung & Lin, Judy Chuan-Chuan, 2023. "Understanding the user satisfaction and loyalty of customer service chatbots," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
  70. Hao, Riyan & Li, Chunqing, 2025. "How AI chatbots shape satisfactory experiences: A combined perspective of competence expansion and emotional extension," Technological Forecasting and Social Change, Elsevier, vol. 212(C).
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