The rise of intelligent conversation agents, or chatbots, are responsible for the dramatic decrease in remote customer service agent jobs. However, chatbots in their current form, are far from infallible. We theorize that there is an inherent trade-off between a chatbot's response relevance and...

The paper addresses the issue of interrelationships between market orientation, corporate entrepreneurship, and learning orientation in the context of emerging economies. These three constructs have drawn an increasing level of interest in both marketing and management fields as organizations...

Empowered by artificial intelligence (AI), chatbots are surging as new technologies with both business potentials and customer pushback. This study exploits field experiment data on over 6,200 customers who are randomized to receive highly structured outbound sales calls from chatbots or human...

This study uncovers the ignored role of institutional environment for marketing strategy and customer relationship management. Hypothesis tests in a sample of Chinese firms find support that channel networking strengthens the customer orientation - customer trust/commitment - firm performance...