Chatbots in e-commerce: The effect of chatbot language style on customers’ continuance usage intention and attitude toward brand

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1. Xie, Yuguang & Liang, Changyong & Zhou, Peiyu & Jiang, Li, 2024. "Exploring the influence mechanism of chatbot-expressed humor on service satisfaction in online customer service," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
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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. Moqbel, Murad & Jain, Aarushi, 2025. "Mining the truth: A text mining approach to understanding perceived deceptive counterfeits and online ratings," Journal of Retailing and Consumer Services, Elsevier, vol. 84(C).
5. 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).
6. Degutis, Mindaugas & UrbonaviÄ ius, Sigitas & Hollebeek, Linda D. & Anselmsson, Johan, 2023. "Consumers’ willingness to disclose their personal data in e-commerce: A reciprocity-based social exchange perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
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8. Wu, Qian & Zheng, Han, 2025. "Consumers' questions as nudges: Comparing the effect of linguistic cues on LLM chatbot and human responses," Journal of Retailing and Consumer Services, Elsevier, vol. 84(C).
9. Park, Junsung & Yoo, Joon Woo & Cho, Youngju & Park, Heejun, 2023. "Examining the impact of service robot communication styles on customer intimacy following service failure," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
10. Rohit, Kumar & Shankar, Amit & Katiyar, Gagan & Mehrotra, Ankit & Alzeiby, Ebtesam Abdullah, 2024. "Consumer engagement in chatbots and voicebots. A multiple-experiment approach in online retailing context," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
11. Elshaer, Ibrahim A. & Alrawad, Mahmaod & Lutfi, Abdalwali & Azazz, Alaa M.S., 2024. "Social commerce and buying intention post COVID-19: Evidence from a hybrid approach based on SEM – fsQCA," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
12. Yao, Ruiqi & Qi, Guijie & Wu, Zhiqiang & Sun, Hua & Sheng, Dongfang, 2024. "Digital human calls you dear: How do customers respond to virtual streamers’ social-oriented language in e-commerce livestreaming? A stereotyping perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
13. Pham, Hong Chuong & Duong, Cong Doanh & Nguyen, Giang Khanh Huyen, 2024. "What drives tourists’ continuance intention to use ChatGPT for travel services? A stimulus-organism-response perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
14. Söderlund, Magnus, 2023. "Moderator variables in consumer research: A call for caution," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
15. Zhang, Liangbo & Wang, Xueying & Majeed, Salman & Zhou, Zhimin, 2025. "How do sales promotions, communication agents, and psychological contracts determine purchase hesitation? Evidence from live stream influencers’ fan groups," Journal of Retailing and Consumer Services, Elsevier, vol. 84(C).
16. 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).
17. 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).
18. 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).
19. 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).
20. Pham Quang Huy & Vu Kien Phuc, 2025. "Insight into how social media platforms in building relational social commerce capability for green entrepreneurial innovation," Future Business Journal, Springer, vol. 11(1), pages 1-32, December.
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. Singh, Shiwangi & Sai Vijay, Tata, 2024. "Technology roadmapping for the e-commerce sector: A text-mining approach," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
23. El Hedhli, Kamel & Zourrig, Haithem & Al Khateeb, Amr & Alnawas, Ibrahim, 2023. "Stereotyping human-like virtual influencers in retailing: Does warmth prevail over competence?," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
24. 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).
25. 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).
26. Yang, Defeng & Zhang, Jiaen & Sun, Yu & Huang, Zan, 2024. "Showing usage behavior or not? The effect of virtual influencers’ product usage behavior on consumers," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
27. 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).
28. Gong, Xiuyuan & Sun, Pengkai, 2025. "Can virtual streamers express emotions? Understanding the language style of virtual streamers in livestreaming e-commerce," Journal of Retailing and Consumer Services, Elsevier, vol. 82(C).