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AI-based chatbots in customer service and their effects on user compliance

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  1. Ruan, Yanya & Mezei, József, 2022. "When do AI chatbots lead to higher customer satisfaction than human frontline employees in online shopping assistance? Considering product attribute type," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  2. 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).
  3. Werner, Dominick & Adam, Martin & Benlian, Alexander, 2022. "Empowering users to control ads and its effects on website stickiness," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 133899, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
  4. Julia Brasse & Hanna Rebecca Broder & Maximilian Förster & Mathias Klier & Irina Sigler, 2023. "Explainable artificial intelligence in information systems: A review of the status quo and future research directions," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-30, December.
  5. Aliya Tastemirova & Johannes Schneider & Leona Chandra Kruse & Simon Heinzle & Jan vom Brocke, 2022. "Microexpressions in digital humans: perceived affect, sincerity, and trustworthiness," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1603-1620, September.
  6. Ibrahim Mutambik, 2023. "Customer Experience in Open Banking and How It Affects Loyalty Intention: A Study from Saudi Arabia," Sustainability, MDPI, vol. 15(14), pages 1-20, July.
  7. Severin Weiler & Christian Matt & Thomas Hess, 2022. "Immunizing with information – Inoculation messages against conversational agents’ response failures," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(1), pages 239-258, March.
  8. Mengjun Li & Ayoung Suh, 2022. "Anthropomorphism in AI-enabled technology: A literature review," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(4), pages 2245-2275, December.
  9. Arpan Kumar Kar & P. S. Varsha & Shivakami Rajan, 2023. "Unravelling the Impact of Generative Artificial Intelligence (GAI) in Industrial Applications: A Review of Scientific and Grey Literature," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 24(4), pages 659-689, December.
  10. 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).
  11. 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).
  12. Samira FRIOUI & Amel GRAA, 2024. "Bibliometric Analysis of Artificial Intelligence in the Scope of E-Commerce: Trends and Progress over the Last Decade," Management and Economics Review, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 9(1), pages 5-24, February.
  13. Michael Owusu-Kyei & Yusheng Kong & Michael Owusu Akomeah & Stephen Owusu Afriyie, 2023. "Corporate Governance and Total Quality Management Implementation in The Telecom Sector, Ghana," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 7(2), pages 141-157, February.
  14. Christine Rzepka & Benedikt Berger & Thomas Hess, 2022. "Voice Assistant vs. Chatbot – Examining the Fit Between Conversational Agents’ Interaction Modalities and Information Search Tasks," Information Systems Frontiers, Springer, vol. 24(3), pages 839-856, June.
  15. Rainer Alt, 2021. "Electronic Markets on digital platforms and AI," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(2), pages 233-241, June.
  16. 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.
  17. Penttinen, Valeria, 2023. "Hi, I’m taking over this account! Leveraging social media takeovers in fostering consumer-brand relationships," Journal of Business Research, Elsevier, vol. 165(C).
  18. Julian Vasilev (ed.), 2023. "Digitalization, big data and business intelligence," Digitization, big data, artificial intelligence, Publishing house "Science and Economics" Varna, number 24, September.
  19. 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).
  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. Milad Mirbabaie & Felix Brünker & Nicholas R. J. Möllmann Frick & Stefan Stieglitz, 2022. "The rise of artificial intelligence – understanding the AI identity threat at the workplace," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(1), pages 73-99, March.
  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. James Lappeman & Siddeeqah Marlie & Tamryn Johnson & Sloane Poggenpoel, 2023. "Trust and digital privacy: willingness to disclose personal information to banking chatbot services," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(2), pages 337-357, June.
  25. Swaraj S. Bharti & Kanika Prasad & Shwati Sudha & Vineeta Kumari, 2023. "Customer acceptability towards AI-enabled digital banking: a PLS-SEM approach," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(4), pages 779-793, December.
  26. Min Qin & Wei Zhu & Shiyue Zhao & Yu Zhao, 2022. "Is Artificial Intelligence Better than Manpower? The Effects of Different Types of Online Customer Services on Customer Purchase Intentions," Sustainability, MDPI, vol. 14(7), pages 1-18, March.
  27. 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).
  28. Goutier, Marc & Diebel, Christopher & Adam, Martin & Benlian, Alexander, 2024. "Proactive and Reactive Help from Intelligent Agents in Identity-Relevant Tasks," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 142985, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
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