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AI-chatbots on the services frontline addressing the challenges and opportunities of agency

Citations

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Cited by:

  1. 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).
  2. Sohn, Stefanie, 2024. "Consumer perceived risk of using autonomous retail technology," Journal of Business Research, Elsevier, vol. 171(C).
  3. Song, Mengmeng & Zhang, Huixian & Xing, Xinyu & Duan, Yucong, 2023. "Appreciation vs. apology: Research on the influence mechanism of chatbot service recovery based on politeness theory," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  4. Aslam, Usman, 2023. "Understanding the usability of retail fashion brand chatbots: Evidence from customer expectations and experiences," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
  5. Ai-Hsuan Chiang & Szu-Yu Chou, 2023. "Exploring robot service quality priorities for different levels of intimacy with service," Service Business, Springer;Pan-Pacific Business Association, vol. 17(4), pages 913-935, December.
  6. 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).
  7. Kayeser Fatima, Johra & Khan, Md Irfanuzzaman & Bahmannia, Somayeh & Chatrath, Sarvjeet Kaur & Dale, Naomi F. & Johns, Raechel, 2024. "Rapport with a chatbot? The underlying role of anthropomorphism in socio-cognitive perceptions of rapport and e-word of mouth," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
  8. Dabiran, Ehsan & Farivar, Samira & Wang, Fang & Grant, Gerald, 2024. "Virtually human: anthropomorphism in virtual influencer marketing," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
  9. Park, Jungkun & Yun, Jeewoo & Chang, Woondeog, 2024. "Intention to adopt services by AI avatar: A protection motivation theory perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 80(C).
  10. 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).
  11. Chakraborty, Debarun & Polisetty, Aruna & G, Sowmya & Rana, Nripendra P. & Khorana, Sangeeta, 2024. "Unlocking the potential of AI: Enhancing consumer engagement in the beauty and cosmetic product purchases," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
  12. Kumar, Aman & Shankar, Amit, 2024. "Building a sustainable future with enterprise metaverse in a data-driven era: A technology-organization-environment (TOE) perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
  13. 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.
  14. Zhao, Jingyou & Hu, Enhua & Han, Mingyan & Jiang, Keshen & Shan, Hongmei, 2023. "That honey, my arsenic: The influence of advanced technologies on service employees’ organizational deviance," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
  15. Kumar, Anand & Bala, Pradip Kumar & Chakraborty, Shibashish & Behera, Rajat Kumar, 2024. "Exploring antecedents impacting user satisfaction with voice assistant app: A text mining-based analysis on Alexa services," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
  16. 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).
  17. Xu, Ying & Niu, Nan & Zhao, Zixiang, 2023. "Dissecting the mixed effects of human-customer service chatbot interaction on customer satisfaction: An explanation from temporal and conversational cues," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
  18. Liu, Wenlong & Jiang, Min & Li, Wangjie & Mou, Jian, 2024. "How does the anthropomorphism of AI chatbots facilitate users' reuse intention in online health consultation services? The moderating role of disease severity," Technological Forecasting and Social Change, Elsevier, vol. 203(C).
  19. Maduku, Daniel K. & Mpinganjira, Mercy & Rana, Nripendra P. & Thusi, Philile & Ledikwe, Aobakwe & Mkhize, Njabulo Happy-boy, 2023. "Assessing customer passion, commitment, and word-of-mouth intentions in digital assistant usage: The moderating role of technology anxiety," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
  20. Wang, Cuicui & Li, Yiyang & Fu, Weizhong & Jin, Jia, 2023. "Whether to trust chatbots: Applying the event-related approach to understand consumers’ emotional experiences in interactions with chatbots in e-commerce," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  21. 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).
  22. Justina Sidlauskiene & Yannick Joye & Vilte Auruskeviciene, 2023. "AI-based chatbots in conversational commerce and their effects on product and price perceptions," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-21, December.
  23. 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).
  24. 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).
  25. 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.
  26. Manu Sharma & Sudhanshu Joshi & Sunil Luthra & Anil Kumar, 2024. "Impact of Digital Assistant Attributes on Millennials’ Purchasing Intentions: A Multi-Group Analysis using PLS-SEM, Artificial Neural Network and fsQCA," Information Systems Frontiers, Springer, vol. 26(3), pages 943-966, June.
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