Article - The Chatbot Usability Scale: the Design and Pilot of a Usability S…

Standardised tools to assess a user’s satisfaction with the experience of using chatbots and conversational agents are currently unavailable. This work describes four studies, including a systematic literature review, with an overall sample of 141 participants in the survey (experts and novices), focus group sessions and testing of chatbots to (i) define attributes to assess the quality of …

Article - Classifying and measuring the service quality of AI Chatbot in fron…

AI chatbots have been widely applied in the frontline to serve customers. Yet, the existing dimensions and scales of service quality can hardly fit the new AI environment. To address this gap, we define the dimensions of AI chatbot service quality (AICSQ) and develop the associated scales with a mixed- method approach. In the qualitative analysis, with the coding of the interviews from 55 …

Article - A study on the factors that influence consumers’ continuance int…

Edisi

Vol: 43 (Issue): 1 Hal: 32–54

ISBN/ISSN

1758-616X

Deskripsi Fisik

-

Judul Seri

-

No. Panggil

615.102 85 JIA s

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…

Article - Artificial intelligence in hospitality and tourism: Insights from i…

Given the substantial impacts of artificial intelligence (AI) on the hospitality and tourism industry, it is crucial to examine how AI will change this industry’s future. We collected extensive data to analyze global AI trends and predict the future of AI. Our dataset consisted of 1,407 news articles from five prestigious hospitality and tourism outlets along with 22 AI-related review art…

Article - Towards Designing Cooperative and Social Conversational Agents for …

The idea of interacting with computers through natural language dates back to the 1960s, but recent technological advances have led to a renewed interest in conversational agents such as chatbots or digital assistants. In the customer service context, conversational agents promise to create a fast, convenient, and cost-effective channel for communicating with customers. Although numerous ag…

Article - Enhancing customer engagement: Exploration and introduction to the …

This special section of the Journal of the Academy of Marketing Science presents five impactful studies that explore customer engagement (CE) through crowdfunding, social media, influencer networks, and live-streaming. These studies enhance our understanding of CE and how it shapes firm strategy and consumer behavior. As a preface to the studies featured in this special section, we present…

Article - S-D logic-informed customer engagement: Integrative framework, revi…

Edisi

Vol: 47 (Issue): 1 Hal: 161–185

ISBN/ISSN

1552-7824

Deskripsi Fisik

-

Judul Seri

-

No. Panggil

658.812 HOL s

Article - Determinants of Continuance Intention towards Banks’ Chatbot Ser…

To improve customer experience and achieve sustainable development, many industries, especially banking, have leveraged artificial intelligence to implement a chatbot into their customer service. By integrating DeLone and McLean’s information systems success (D&M ISS) model and the expectation confirmation model (ECM) with the factor of trust, the aim of this study was to investigate the …

Article - Artificial Intelligence (AI): Multidisciplinary Perspectives on Em…

Edisi

Vol: 57 (Issue): - Hal: 101994

ISBN/ISSN

0268-4012

Deskripsi Fisik

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Judul Seri

-

No. Panggil

006.3 DWI a