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More than a bot? : the impact of disclosing human involvement on customer interactions with hybrid service agents

Gnewuch, Ulrich; Morana, Stefan; Hinz, Oliver; Kellner, Ralf - In: Information systems research : ISR 35 (2024) 3, pp. 936-955

Persistent link: https://www.econbiz.de/10015192713

Emotional expression by artificial intelligence chatbots to improve customer satisfaction : underlying mechanism and boundary conditions

Zhang, Junbo; Chen, Qi; Lu, Jiandong; Wang, Xiaolei; … - In: Tourism management : research, policies, practice 100 (2024), pp. 1-19

Persistent link: https://www.econbiz.de/10014457628

The impact of intelligent customer service agents' initial response on consumers' continuous interaction intention

Cheng, Zhendong; Fan, Wenfang; Shao, Bingjia; Jia, Wenli; … - In: Journal of retailing and consumer services 76 (2024), pp. 1-14

Persistent link: https://www.econbiz.de/10014460841

Artificial intelligence in electronic commerce : basic chatbots and consumer journey

Nichifor, Eliza; Trifan, Adrian; Nechifor, Elena Mihaela - In: Amfiteatru economic : an economic and business research … 23 (2021) 56, pp. 87-101

This study aims to empirically cover the impact of the use of artificial intelligence through chatbots on online retail in terms of content implemented in the communication process. The presented research brings a contribution to the specialized literature by analyzing the perceived utility and...

Persistent link: https://www.econbiz.de/10012821256

AI-based chatbots in customer service and their effects on user compliance

Adam, Martin; Wessel, Michael; Benlian, Alexander - In: Electronic markets : EM ; the international journal of … 31 (2021) 2, pp. 427-445

Persistent link: https://www.econbiz.de/10012615120

Customer emotions in service robot encounters : a hybrid machine-human intelligence approach

Filieri, Raffaele; Lin, Zhibin; Li, Yulei; Lu, Xiaoqian; … - In: Journal of service research 25 (2022) 4, pp. 614-629

Persistent link: https://www.econbiz.de/10013396024

Engaging and retaining customers with AI and employee service

Prentice, Catherine; Nguyen, Mai - In: Journal of retailing and consumer services 56 (2020), pp. 1-13

Persistent link: https://www.econbiz.de/10012390002

Personal touch in digital customer service : a conceptual framework of relational personalization for conversational AI

Blümel, Jan Hendrik; Zaki, Mohamed; Bohné, Thomas - In: Journal of service theory and practice 34 (2024) 1, pp. 33-65

Persistent link: https://www.econbiz.de/10014525998

Emotions in service encounters : a review and research agenda

Delcourt, Cécile - In: A Research Agenda for Service Marketing, (pp. 93-129). 2024

Persistent link: https://www.econbiz.de/10014517956

A review : sentiment analysis in conversational data

Gugale, Anisha; Majumdar, Anindita - In: AI impacts in digital consumer behavior, (pp. 170-191). 2024

Persistent link: https://www.econbiz.de/10014636271