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Artificial intelligence in electronic commerce : basic chatbots and consumer journey

Nichifor, Eliza; Trifan, Adrian; Nechifor, Elena Mihaela - In: Amfiteatru economic : an economic and business research … 23 (2021) 56, pp. 87-101

This study aims to empirically cover the impact of the use of artificial intelligence through chatbots on online retail in terms of content implemented in the communication process. The presented research brings a contribution to the specialized literature by analyzing the perceived utility and...

Persistent link: https://www.econbiz.de/10012821256

Engaging the avatar : the effects of authenticity signals during chat-based service recoveries

Esmark Jones, Carol L.; Hancock, Tyler; Kazandjian, Brett; … - In: Journal of business research : JBR 144 (2022), pp. 703-716

Persistent link: https://www.econbiz.de/10013185032

Bots with feelings : should AI agents express positive emotion in customer service?

Han, Elizabeth; Yin, Dezhi; Zhang, Han - In: Information systems research : ISR 34 (2023) 3, pp. 1296-1311

Persistent link: https://www.econbiz.de/10014384236

The influence of chatbot humour on consumer evaluations of services

Shin, Hyunju; Bunosso, Isabella; Levine, Lindsay R. - In: International journal of consumer studies 47 (2023) 2, pp. 545-562

Persistent link: https://www.econbiz.de/10014250593

Organizational factors affecting successful implementation of chatbots for customer service

Zhang, Juliana J. Y.; Følstad, Asbjørn; Bjørkli, Cato A. - In: Journal of internet commerce 22 (2023) 1, pp. 122-156

Persistent link: https://www.econbiz.de/10013547781

A study on chatbots in the Indian banking sector

Rani, Reena; Kanda, James; Chanchal; Vij, Taranjit Singh - In: Contemporary studies of risks in emerging technology, part A, (pp. 35-47). 2023

Persistent link: https://www.econbiz.de/10014327396

Die Bedeutung von Chatbots im Kundenservice : Einsatzmöglichkeiten, Akzeptanz und Erfolgsfaktoren

Dirksen, Jessica Katharina; Schrills, Jean Niklas - 2018

Persistent link: https://www.econbiz.de/10012875842

Living and working with service robots : a TCCM analysis and considerations for future research

De Keyser, Arne; Kunz, Werner H. - In: Journal of service management 33 (2022) 2, pp. 165-196

Persistent link: https://www.econbiz.de/10012880722

Chatbot to support the customer service process

Smutek, Tomasz; Marczuk, Marcin; Jarmuł, Michał; … - In: European research studies 27 (2024), pp. 160-168

Persistent link: https://www.econbiz.de/10014543787

Chatbots and service failure : when does it lead to customer aggression

Huang, Yu-Shan; Dootson, Paula - In: Journal of retailing and consumer services 68 (2022), pp. 1-11

Persistent link: https://www.econbiz.de/10013366333

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