Article - AI Feel You: Customer Experience Assessment via Chatbot Interviews …

Edisi

Vol: 31 (Issue): 4 Hal: 745–766

ISBN/ISSN

1757-5818

Deskripsi Fisik

-

Judul Seri

-

No. Panggil

658.812 0285 SID a

Article - Cognitive appraisal of incident handling, affects, and post-adoptio…

Understanding the psychology of e-consumers provides information on why some Web sites succeed and others fail. One stream of online customer behavior research has focused on systems quality in determining systems success, whereas another stream of research has focused on the effects of online incidents, including online waiting interruptions and service failures, on consumer behaviors. This…

Article - How vital is the role of affect on post-adoption behaviors? An exam…

Social commerce describes a new trend and fast-growing e-commerce business model that utilizes social con- nections in social networking to promote commerce in the online space. Despite its growth much is not known about factors that motivate users beyond their initial adoption to engage in post-adoption behaviors such as continuance intention to use social commerce to the point of becomin…

Article - Post-Adoption Behaviors of E-Service Customers: The Interplay of Co…

The interplay between cognition and emotion has been explored in the consumer behavior literature, but the links between cognition-emotion interplay, satisfac- tion, and post-adoption behaviors have not been integrated in a single model of customer retention. The authors proposed a model that links these constructs and empirically tested it in e-service settings. The results showed that…

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 - 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 - Artificial Intelligence in Service Vol: 21 (Issue): 2 Hal: 155–172

Artificial intelligence (AI) is increasingly reshaping service by performing various tasks, constituting a major source of innovation, yet threatening human jobs. We develop a theory of AI job replacement to address this double-edged impact. The theory specifies four intelligences required for service tasks—mechanical, analytical, intuitive, and empathetic—and lays out the way firms shoul…

Article - AI-based chatbots in customer service and their effects on user com…

Communicating with customers through live chat interfaces has become an increasingly popular means to provide real-time customer service in many e-commerce settings. Today, human chat service agents are frequently replaced by conversational software agents or chatbots, which are systems designed to communicate with human users by means of natural language often based on artificial intelligen…