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Understanding the attitude and intention to use smartphone chatbots for shopping

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Cited by:

  1. Zhou, Fei & Su, Qiulai & Mou, Jian, 2021. "Understanding the effect of website logos as animated spokescharacters on the advertising: A lens of parasocial interaction relationship," Technology in Society, Elsevier, vol. 65(C).
  2. Sabakun Naher Shetu, 2025. "Determinants of generation Z consumers’ mobile online shopping apps continuance intention to use during COVID-19 and beyond—an empirical study," Future Business Journal, Springer, vol. 11(1), pages 1-18, December.
  3. Rizomyliotis, Ioannis & Kastanakis, Minas N. & Giovanis, Apostolos & Konstantoulaki, Kleopatra & Kostopoulos, Ioannis, 2022. "“How mAy I help you today?” The use of AI chatbots in small family businesses and the moderating role of customer affective commitment," Journal of Business Research, Elsevier, vol. 153(C), pages 329-340.
  4. Ho, Manh-Tung & Mantello, Peter & Ghotbi, Nader & Nguyen, Minh-Hoang & Nguyen, Hong-Kong T. & Vuong, Quan-Hoang, 2022. "Rethinking technological acceptance in the age of emotional AI: Surveying Gen Z (Zoomer) attitudes toward non-conscious data collection," Technology in Society, Elsevier, vol. 70(C).
  5. Wang, Xueqin & Wong, Yiik Diew & Sun, Shanshan & Yuen, Kum Fai, 2022. "An investigation of self-service technology usage during the COVID-19 pandemic: The changing perceptions of ‘self’ and technologies," Technology in Society, Elsevier, vol. 70(C).
  6. Şahin Gökçearslan & Elif Esiyok & Kemal Gurkan Kucukergin, 2025. "Understanding the intention to use artificial intelligence chatbots in education: The role of individual innovativeness and AI trust among university students," Journal of Computational Social Science, Springer, vol. 8(3), pages 1-23, August.
  7. Rosanna Cataldo & Martha Friel & Maria Gabriella Grassia & Marina Marino & Emma Zavarrone, 2025. "Importance Performance Matrix Analysis for Assessing User Experience with Intelligent Voice Assistants: A Strategic Evaluation," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 178(3), pages 1053-1079, July.
  8. 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.
  9. 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).
  10. repec:bcp:journl:v:9:y:2025:i:14:p:3203-3211 is not listed on IDEAS
  11. 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).
  12. Lei Chen & Sheema Matloob & Yang Sunlei & Sikandar Ali Qalati & Ali Raza & Mónica Lorena Sánchez Limón, 2023. "A Moderated–Mediated Model for Eco-Conscious Consumer Behavior," Sustainability, MDPI, vol. 15(2), pages 1-20, January.
  13. Wang, Xueqin & Wong, Yiik Diew & Chen, Tianyi & Yuen, Kum Fai, 2022. "An investigation of technology-dependent shopping in the pandemic era: Integrating response efficacy and identity expressiveness into theory of planned behaviour," Journal of Business Research, Elsevier, vol. 142(C), pages 1053-1067.
  14. repec:bcp:journl:v:9:y:2025:i:12:p:896-909 is not listed on IDEAS
  15. Svetlana Zemlyak & Olga Gusarova & Svetlana Sivakova, 2022. "Assessing the Influence of Collaborative Technology Adoption—Mediating Role of Sociotechnical, Organizational, and Economic Factors," Sustainability, MDPI, vol. 14(21), pages 1-14, November.
  16. Siwalak Jierasup & Adisorn Leelasantitham, 2024. "A Change from Negative to Positive of Later Adoption Using the Innovation Decision Process to Imply Sustainability for HR Chatbots of Private Companies in Thailand," Sustainability, MDPI, vol. 16(13), pages 1-29, July.
  17. 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).
  18. Huang, Duen-Huang & Chueh, Hao-En, 2022. "Usage intention model of mobile apps in membership application," Journal of Business Research, Elsevier, vol. 139(C), pages 1255-1260.
  19. Kumar, Aman & Shankar, Amit & Nayal, Preeti, 2024. "Metaverse is not my cup of tea! An investigation into how personality traits shape metaverse usage intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
  20. 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).
  21. 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).
  22. 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.
  23. Brendan T. Lawson & Marianna J. Coulentianos & Olivia Mitchell, 2025. "Can We Trust Green Apps? Mapping out 14 Trustworthiness Indicators," Sustainability, MDPI, vol. 17(14), pages 1-22, July.
  24. Francisco Liébana-Cabanillas & Francisco Muñoz-Leiva & Sebastián Molinillo & Elena Higueras-Castillo, 2022. "Do biometric payment systems work during the COVID-19 pandemic? Insights from the Spanish users' viewpoint," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 8(1), pages 1-25, December.
  25. Chakraborty, Debarun & Patre, Smruti & Tiwari, Devisha, 2023. "Metaverse mingle: Discovering dating intentions in metaverse," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
  26. 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).
  27. Dhiman, Neeraj & Jamwal, Mohit & Kumar, Ajay, 2023. "Enhancing value in customer journey by considering the (ad)option of artificial intelligence tools," Journal of Business Research, Elsevier, vol. 167(C).
  28. Xueqin Wang & Yiik Diew Wong & Kum Fai Yuen, 2021. "Does COVID-19 Promote Self-Service Usage among Modern Shoppers? An Exploration of Pandemic-Driven Behavioural Changes in Self-Collection Users," IJERPH, MDPI, vol. 18(16), pages 1-22, August.
  29. Chong Li & Yingqi Li, 2023. "Factors Influencing Public Risk Perception of Emerging Technologies: A Meta-Analysis," Sustainability, MDPI, vol. 15(5), pages 1-37, February.
  30. Guerreiro, João & Loureiro, Sandra Maria Correia, 2023. "I am attracted to my Cool Smart Assistant! Analyzing Attachment-Aversion in AI-Human Relationships," Journal of Business Research, Elsevier, vol. 161(C).
  31. 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).
  32. Barrutia, Jose M. & Echebarria, Carmen, 2021. "Effect of the COVID-19 pandemic on public managers’ attitudes toward digital transformation," Technology in Society, Elsevier, vol. 67(C).
  33. Hoffmann, Stefan & Lasarov, Wassili & Reimers, Hanna, 2022. "Carbon footprint tracking apps. What drives consumers' adoption intention?," Technology in Society, Elsevier, vol. 69(C).
  34. Shucong Chen & Jing Ye, 2023. "Understanding consumers’ intentions to purchase smart clothing using PLS-SEM and fsQCA," PLOS ONE, Public Library of Science, vol. 18(9), pages 1-25, September.
  35. Meennapa Rukhiran & Napasorn Phaokla & Paniti Netinant, 2022. "Adoption of Environmental Information Chatbot Services Based on the Internet of Educational Things in Smart Schools: Structural Equation Modeling Approach," Sustainability, MDPI, vol. 14(23), pages 1-32, November.
  36. Khan, Asad Ullah & Ma, Zhiqiang & Li, Mingxing & Hu, Weijun & Khan, Muhammad Naeem & Sohu, Jan Muhammad & Aziz, Fazeelat, 2024. "Beyond bookshelves, how 5/6G technology will reshape libraries: Two-stage SEM and SF-AHP analysis," Technology in Society, Elsevier, vol. 78(C).
  37. 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).
  38. Soni, Sigma & Arora, Parvinder & Kasilingam, Dharun & Jain, Varsha, 2025. "Digital daydreams: Exploring consumer motivations for engaging with the metaverse," Journal of Retailing and Consumer Services, Elsevier, vol. 85(C).
  39. Xin Yi Chan & Muhammad Khalilur Rahman & Abdullah Al Mamun & Anas A. Salameh & Wan Mohd Hirwani Wan Hussain & Syed Shah Alam, 2022. "Predicting the Intention and Adoption of Mobile Shopping During the COVID-19 Lockdown in Malaysia," SAGE Open, , vol. 12(2), pages 21582440221, April.
  40. Anandhi Elangovan & Manivannan Babu, 2024. "Decoding Users’ Continuance Intentions towards Digital Financial Platforms in the Indian Economy," International Review of Management and Marketing, Econjournals, vol. 14(6), pages 213-222, October.
  41. 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.
  42. Aqeela Saleem & Javed Aslam & Yun Bae Kim & Shazia Nauman & Nokhaiz Tariq Khan, 2022. "Motives towards e-Shopping Adoption among Pakistani Consumers: An Application of the Technology Acceptance Model and Theory of Reasoned Action," Sustainability, MDPI, vol. 14(7), pages 1-16, March.
  43. Wang, Xueqin & Wong, Yiik Diew & Liu, Feng & Yuen, Kum Fai, 2021. "A push–pull–mooring view on technology-dependent shopping under social distancing: When technology needs meet health concerns," Technological Forecasting and Social Change, Elsevier, vol. 173(C).
  44. Farrukh Rafiq & Nikhil Dogra & Mohd Adil & Jei-Zheng Wu, 2022. "Examining Consumer’s Intention to Adopt AI-Chatbots in Tourism Using Partial Least Squares Structural Equation Modeling Method," Mathematics, MDPI, vol. 10(13), pages 1-15, June.
  45. 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).
  46. Kasim, Kabir O. & Winter, Scott R. & Liu, Dahai & Keebler, Joseph R. & Spence, Tyler B., 2021. "Passengers’ perceptions on the use of biometrics at airports: A statistical model of the extended theory of planned behavior," Technology in Society, Elsevier, vol. 67(C).
  47. Alvin Erzal Syahreza & Wahdiyat Moko & Mintarti Rahayu, 2023. "Predicting intention to adopt omnichannel retailing of SMEs in Indonesia using UTAUT: the moderating role of personal innovativeness," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 12(5), pages 30-41, July.
  48. Selamat, Moch Akbar & Windasari, Nila Armelia, 2021. "Chatbot for SMEs: Integrating customer and business owner perspectives," Technology in Society, Elsevier, vol. 66(C).
  49. Savita Gupta & Ravi Kiran & Rakesh Kumar Sharma, 2023. "Embedding Technology Interface and Digital Payment Drivers in the Unified Theory of Acceptance and Use of Technology 2 Model: Transforming Behavioral Intention to Sustained Intention," Sustainability, MDPI, vol. 15(17), pages 1-18, August.
  50. Yang, Xue, 2021. "Determinants of consumers’ continuance intention to use social recommender systems: A self-regulation perspective," Technology in Society, Elsevier, vol. 64(C).
  51. Chaturvedi, Rijul & Verma, Sanjeev & Das, Ronnie & Dwivedi, Yogesh K., 2023. "Social companionship with artificial intelligence: Recent trends and future avenues," Technological Forecasting and Social Change, Elsevier, vol. 193(C).
  52. Chidchanok Inthong & Thanapong Champahom & Sajjakaj Jomnonkwao & Vuttichai Chatpattananan & Vatanavongs Ratanavaraha, 2022. "Exploring Factors Affecting Consumer Behavioral Intentions toward Online Food Ordering in Thailand," Sustainability, MDPI, vol. 14(14), pages 1-17, July.
  53. Jorge Serrano-Malebran & Cristian Vidal-Silva & Iván Veas-González, 2023. "Social Media Marketing as a Segmentation Tool," Sustainability, MDPI, vol. 15(2), pages 1-16, January.
  54. Nicky Terblanche & Martin Kidd, 2022. "Adoption Factors and Moderating Effects of Age and Gender That Influence the Intention to Use a Non-Directive Reflective Coaching Chatbot," SAGE Open, , vol. 12(2), pages 21582440221, May.
  55. Wee-Kheng Tan & Ping-Hsin Liao, 2021. "What triggers usage of gift-giving apps? A comparison between users and non-users," Service Business, Springer;Pan-Pacific Business Association, vol. 15(3), pages 515-538, September.
  56. Pourjahanshahi, Fatemeh & Mollahosseini, Ali & Dehyadegari, Saeid, 2023. "Website quality and users' intention to use digital libraries: Examining users’ attitudes, online co-creation experiences, and eWOM," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
  57. Pei-Fang Hsu & Tuan (Kellan) Nguyen & Chen-Ya Wang & Pei-Ju Huang, 2023. "Chatbot commerce—How contextual factors affect Chatbot effectiveness," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-22, December.
  58. Isma Afzal, 2023. "Influence of Demographics and Culture on Consumer Preferences in Pakistan," Magna Carta: Contemporary Social Science, 50sea, vol. 2(1), pages 24-31, March.
  59. Shuiqing Yang & Wei Xie & Yuangao Chen & Yixiao Li & Hui Jiang & Wangyue zhou, 2025. "Warmth or competence? Understanding voice shopping intentions from Human-AI interaction perspective," Electronic Commerce Research, Springer, vol. 25(6), pages 4625-4654, December.
  60. 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).
  61. Zongwen Xia & Randall Shannon, 2025. "Navigating the Digital Frontier: Exploring the Dynamics of Customer–Brand Relationships Through AI Chatbots," Sustainability, MDPI, vol. 17(5), pages 1-25, March.
  62. Muhammad Ali & Choi-Meng Leong & Hii Puong Koh & Syed Ali Raza & Chin-Hong Puah, 2025. "Revolutionizing banking services with ChatGPT: an integrated framework for user adoption," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 11(1), pages 1-27, December.
  63. Shah, Sayed Kifayat & Zhongjun, Tang, 2021. "Elaborating on the consumer’s intention–behavior gap regarding 5G technology: The moderating role of the product market-creation ability," Technology in Society, Elsevier, vol. 66(C).
  64. Cheng-Chia Yang & Cheng-Lun Li & Te-Feng Yeh & Yu-Chia Chang, 2022. "Assessing Older Adults’ Intentions to Use a Smartphone: Using the Meta–Unified Theory of the Acceptance and Use of Technology," IJERPH, MDPI, vol. 19(9), pages 1-14, April.
  65. Pillai, Rajasshrie & Sivathanu, Brijesh & Rana, Nripendra P., 2025. "Unveiling virtual interactive marketplaces: Shopping motivations in the Metaverse through the lens of uses and gratifications theory," Journal of Business Research, Elsevier, vol. 190(C).
  66. Zhiyuan Yu & Doudou Jin, 2021. "Determinants of Users’ Attitude and Intention to Intelligent Connected Vehicle Infotainment in the 5G-V2X Mobile Ecosystem," IJERPH, MDPI, vol. 18(19), pages 1-19, September.
  67. 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).
  68. Melović, Boban & Šehović, Damir & Karadžić, Vesna & Dabić, Marina & Ćirović, Dragana, 2021. "Determinants of Millennials' behavior in online shopping – Implications on consumers’ satisfaction and e-business development," Technology in Society, Elsevier, vol. 65(C).
  69. 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).
  70. 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.
  71. Wei, Xinyi & Chu, Xiaoyuan & Geng, Jingyu & Wang, Yuhui & Wang, Pengcheng & Wang, HongXia & Wang, Caiyu & Lei, Li, 2024. "Societal impacts of chatbot and mitigation strategies for negative impacts: A large-scale qualitative survey of ChatGPT users," Technology in Society, Elsevier, vol. 77(C).
  72. Na Wei & Yikai Liang & Haiqing Wang & Mengqing Liu, 2025. "Analysis of mobile fintech adoption based on perceived value and risk theory: findings from PLS-SEM and fsQCA," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 12(1), pages 1-22, December.
  73. Emerson Wagner Mainardes & Priscilla Maria Ferreira Costa & Silvania Neris Nossa, 2023. "Customers’ satisfaction with fintech services: evidence from Brazil," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(2), pages 378-395, June.
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