Purpose: Collecting information from and interacting with customers through mobile platforms for personalization purposes have become a trend. While mobile-based value co-creation has attracted wide research attention, a noticeable gap exists regarding what might potentially affect the...

Purpose: Mobile instant messaging (IM) has been increasingly adopted by hotels to communicate with customers. This study aims to explore communication between hotels and customers and identifies the factors that affect hotel customers’ intention to use mobile IM to communicate with hotels....

Purpose: Chatbot users’ communication experience with disembodied conversational agents was compared with instant messaging (IM) users’ communication experience with human conversational agents. The purpose of this paper is to identify what affects users’ intention to reuse and whether...