Article - Consumer Response to Anthropomorphism of Text-Based AI Chatbots: A …

The rapid advancement of artificial intelligence (AI) has not only integrated chatbots like ChatGPT into everyday life but also transformed customer relations in various industries. Despite their growing adoption, research on consumer responses and pref- erences toward AI chatbots remains limited. Anthropomorphism, the attribution of human characteristics to nonhuman entities, plays a cr…

Article - Unveiling Customer Expectations of Chatbot Interactions: A Systemat…

Chatbots have become pivotal in communications between the customer and the organization, offering continuous support by promptly addressing queries. However, despite their prevalence, many customers report unsatisfactory experiences. This study addresses this issue by conducting a systematic literature review that aims to identify and analyze customer expectations of chatbot interactions. …

Article - Human–Computer Interaction in Customer Service: The Experience wi…

Artificial intelligence (AI) conversational agents (CA) or chatbots represent one of the technologies that can provide automated customer service for companies, a trend encountered in recent years. Chatbot use is beneficial for companies when associated with positive customer experience. The purpose of this paper is to analyze the overall customer experience with customer service chatbots i…

Article - Optimization of Consumer Engagement with Artificial Intelligence El…

Artificial intelligence (AI) is reshaping the online shopping experience. However, there is limited information on consumers’ interaction with AI elements embedded in electronic commerce (e-commerce) platforms and the behavioral outcomes of such interactions. AI application studies have focused on consumers’ reluctance to use AI- powered services due to failed machine-human conversatio…

Article - Driving Consumer Engagement Through AI Chatbot Experience: The Medi…

This study explores how AI chatbot experiences on travel websites influence consumer engagement, with satisfaction from using AI chatbots as a mediating factor. Grounded in the Stimulus-Organism-Response (S-O-R) framework, the research shifts the focus from utilitarian models to examine how chatbot attributes—e.g., ease of use, information quality, security, anthropomorphism, and omnipres…

Article - How does an Intelligence Chatbot Affect Customers Compared with Sel…

To gain competitive advantages and sustainable service innovation, hotels are considering artificial intelligence technologies (AI), including robots, kiosks for service automation and chatbots. However, due to the change of the service process and unfamiliar communication interface, hotel customers may have difficulties in adopting the new change. In this paper, we tried to find out if the…

Article - Navigating the Digital Frontier: Exploring the Dynamics of Customer…

Edisi

Vol. 17, No. 5, Pasal (Article) 2173

ISBN/ISSN

2071-1050

Deskripsi Fisik

-

Judul Seri

-

No. Panggil

658.834 XIA n

Article - Engaging guests for a greener tomorrow: Examining the role of hotel…

Over the past two decades, technology adoption has surged, with businesses leveraging innovations like chatbots to enhance customer experiences. Sustainability concerns have also escalated, particularly in the hospitality sector. Recognizing the importance of resource mindfulness and catering to digitally savvy, eco- conscious young consumers, there is a need to find a way to use technolog…

Article - Promoting mindful consumption through a chatbot with an experientia…

Edisi

Vol: 42 (Issue): 4 Hal: 498–511

ISBN/ISSN

0736-3761

Deskripsi Fisik

-

Judul Seri

-

No. Panggil

658.834 202 85 SEO p

Article - An analysis of the concept of experience Vol: 16 (Issue): 9 Hal: 11…

Edisi

Vol: 16 (Issue): 9 Hal: 1117–1121

ISBN/ISSN

1365-2648

Deskripsi Fisik

-

Judul Seri

-

No. Panggil

610.730 1 WAT a