Empowered by artificial intelligence (AI), chatbots are surging as new technologies with both business potentials and customer pushback. This study exploits field experiment data on over 6,200 customers who are randomized to receive highly structured outbound sales calls from chatbots or human...

This study investigates two critical research questions: (1) how is consumers’ electronic word-of-mouth (e-WOM) behavior influenced by firms’ strategic actions, and (2) how does consumers’ e-WOM behavior mediate the relationship between strategic actions and firm online performance? We...