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Understanding the user satisfaction and loyalty of customer service chatbots

Citations

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Cited by:

  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).
  2. 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).
  3. 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).
  4. Kim, Hyojung & Park, Minjung, 2024. "When digital celebrity talks to you: How human-like virtual influencers satisfy consumer's experience through social presence on social media endorsements," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
  5. Alshehri, Abdullah, 2025. "When the recipe is more important than the ingredients, understanding factors affecting customer loyalty in unmanned convenience store using fsQCA," Journal of Retailing and Consumer Services, Elsevier, vol. 82(C).
  6. Zericho R. Marak & Subhajit Pahari & Rishabh Shekhar & Ashish Tiwari, 2025. "Factors affecting chatbots in banking services: the UTAUT2 and innovation resistance theory perspective," Journal of Innovation and Entrepreneurship, Springer, vol. 14(1), pages 1-27, December.
  7. Shiaw Tong Ha & May Chiun Lo & Abang Azlan Mohamad, 2026. "Empowering SME Potential: How AI Information Quality Fuels Market Orientation Success in the Digital Age," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 17(1), pages 2469-2489, February.
  8. Ren, Gaofei & Chen, Yaoyao & Yang, Maobao, 2024. "Customer perception, integration behavior, and loyalty of internet of things enterprises," Technology in Society, Elsevier, vol. 78(C).
  9. 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).
  10. Choi, Sunhwa & Yi, Youjae, 2025. "The impact of service agent type on satisfaction in green purchasing: A comparative study of AI and human agents," Journal of Retailing and Consumer Services, Elsevier, vol. 87(C).
  11. Diogo Lima & Ricardo F. Ramos & Pedro Miguel Oliveira, 2024. "Customer satisfaction in the pet food subscription-based online services," Electronic Commerce Research, Springer, vol. 24(2), pages 745-769, June.
  12. Siran Wang & Qiang Yan & Lingli Wang, 2025. "Task-oriented vs. social-oriented: chatbot communication styles in electronic commerce service recovery," Electronic Commerce Research, Springer, vol. 25(3), pages 1793-1825, June.
  13. 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).
  14. 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).
  15. Seo, Kyowon & Roh, Taewoo, 2025. "Online and offline delivery qualities: O2O satisfaction and loyalty through technology acceptance model," Journal of Retailing and Consumer Services, Elsevier, vol. 82(C).
  16. ADESANYA Adetola Joel & AYOADE Akintayo Michael & Folarin Israel Bolaji, 2026. "Evaluation Metrics for Deep Learning–Based Semantic Search: A Critical Review with a User Satisfaction Perspective," International Journal of Research and Scientific Innovation, International Journal of Research and Scientific Innovation (IJRSI), vol. 13(5), pages 479-490, May.
  17. 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).
  18. 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).
  19. 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).
  20. Agag, Gomaa & Shehawy, Yasser Moustafa & Almoraish, Ahmed & Eid, Riyad & Chaib Lababdi, Houyem & Gherissi Labben, Thouraya & Abdo, Said Shabban, 2024. "Understanding the relationship between marketing analytics, customer agility, and customer satisfaction: A longitudinal perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
  21. 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.
  22. Meng, Yuebin & Park, Sangchul & Um, Geumchul, 2026. "How review sentiment influences ratings in Generative AI applications: Insights from VADER and LDA analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 88(C).
  23. Hong Yi Li, 2026. "Examining the Impact of AI Chatbot Service Quality Adoption on Customer Loyalty in the Food Service Sector," GATR Journals jmmr365, Global Academy of Training and Research (GATR) Enterprise.
  24. 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).
  25. 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).
  26. 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).
  27. Xuequn Wang & Xiaolin Lin & Bin Shao, 2025. "Security and Privacy Protection in Developing Ethical AI: A Mixed-Methods Study from a Marketing Employee Perspective," Journal of Business Ethics, Springer, vol. 200(2), pages 373-392, August.
  28. Niu, Ben & Mvondo, Gustave Florentin Nkoulou, 2024. "I Am ChatGPT, the ultimate AI Chatbot! Investigating the determinants of users' loyalty and ethical usage concerns of ChatGPT," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
  29. Zhenya Tang & Seongjin Kim & Hyunchul Ahn & Dan J. Kim, 2025. "Making Life Easier: Exploring the Influence of Chatbot’s Prompt Competency on Citizens’ Continuance in Government Chatbot Context," Information Systems Frontiers, Springer, vol. 27(6), pages 2555-2571, December.
  30. Ahmed, Waqas & Al-Sharafi, Mohammed A. & Raza, Ali & Al-Zaeemi, Shehab Abdulhabib Saeed & Al-Bashrawi, Mousa Ahmad & Dwivedi, Yogesh K., 2026. "A longitudinal big data approach to theorizing consumers' continuance intention to use loyalty apps," Journal of Retailing and Consumer Services, Elsevier, vol. 88(C).
  31. Shashank, Salabh & Behera, Rajat Kumar, 2024. "Factors influencing recommendations for women's clothing satisfaction: A latent dirichlet allocation approach using online reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
  32. 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).
  33. Liang, Lin & Sun, Ruxue, 2026. "Does artificial intelligence facilitate the balancing of short-term returns and long-term growth in firms? Evidence from China," Technological Forecasting and Social Change, Elsevier, vol. 223(C).
  34. Zhao, Jinjing & Liu, Qing & Lee, Min-Kyu & Qi, Guanqiu & Liu, Yanfeng, 2024. "Consumers’ usage of errand delivery services: The effects of service quality and consumer perception," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
  35. Huei-Wen Teng & Wolfgang Karl Härdle & Joerg Osterrieder & Daniel Traian Pele & Lennart John Baals & Vassilios Papavassiliou & Karolina Bolesta & Audrius Kabašinskas & Olivija Filipovska & Nikolaos S., 2026. "Digital assets: risks, regulations, mitigation," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 12(1), pages 1-48, December.
  36. 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).
  37. Safa JRIDI, 2025. "From Perception to Action : The Role of Trust, Satisfaction, and Perceived Humanness in Ecological Chatbot Adoption," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 9(6), pages 3495-3503, June.
  38. Chongwu Bi & Xinyu Cui & Zhuo Sun & Yan Jin, 2025. "Thinking AI or feeling AI? The effect of AI on consumers’ willingness to purchase healthy food from the perspective of nudge," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 12(1), pages 1-15, December.
  39. Asghar, Midhat, 2023. "Cafe Politics: How Food Service Operators Influence University Students’ Satisfaction and Dining Frequency," MPRA Paper 116759, University Library of Munich, Germany, revised 16 Mar 2023.
  40. 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).
  41. 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).
  42. Daniel Kiprotich Kiprop & Sr. Dr. Lucy Wanza & Mr. Robert Githinji, 2023. "Relationship Between Cost Leadership Strategies and Performance of Domestic Airline Firms in Kenya," International Journal of Research and Scientific Innovation, International Journal of Research and Scientific Innovation (IJRSI), vol. 10(8), pages 38-52, August.
  43. 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).
  44. Aumaima Wahbi & Karim Khaddouj & Naoufal Lahlimi, 2023. "Study of the relationship between chatbot technology and customer experience and satisfaction [Etude de la relation entre la technologie chatbots et l'expérience et la satisfaction client]," Post-Print hal-04403080, HAL.
  45. Carrilho, Mariana Girão & Wagner, Rafael & Pinto, Diego Costa & Gonzalez-Jimenez, Hector & Akdim, Khaoula, 2025. "The feeling skills gap: the role of empathy in voice-driven AI for service recovery," Journal of Business Research, Elsevier, vol. 201(C).
  46. 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.
  47. Yao, Xintong & Xi, Yipeng, 2024. "Pathways linking expectations for AI chatbots to loyalty: A moderated mediation analysis," Technology in Society, Elsevier, vol. 78(C).
  48. 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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