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Article - AI-powered chatbot communication with customers: Dialogic interacti…
The present study is grounded in social exchange theory and resource exchange theory. By exploring customers’ satisfaction with chatbot services and their social media engagement, it examined the effects of responsiveness and a conversational tone in dialogic chatbot communication on customers. To test the proposed mediation model, we surveyed a representative sample of customers (N = 965)…
- Edisi
- Vol. 134, Pasal (Article) 107331
- ISBN/ISSN
- 0747-5632
- Deskripsi Fisik
- -
- Judul Seri
- -
- No. Panggil
- 658.812 JIA a
Article - How Do AI-driven Chatbots Impact User Experience? Examining Gratifi…
This study examined how artificial intelligence (AI)- driven chatbots impact user experience. It collected survey data from 1,064 consumers who used any chatbot service from the top 30 brands in the U.S. Results indicated that utilitarian (information), hedo- nic (entertainment), technology (media appeal), and social (social presence) gratifications obtained from chatbot use positive…
- Edisi
- Vol: 64 (Issue): 4 Hal: 592–614
- ISBN/ISSN
- 1550-6290
- Deskripsi Fisik
- -
- Judul Seri
- -
- No. Panggil
- 302.231 CHE h
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