Understanding and improving user experience is key to strengthening uptake and realizing
the potential of chatbots for customer service. In this paper, we investigate customer …

Chatbots represent a viable interaction layer between online retailers and customers,
however, when it comes to online purchases in the form of conversational commerce …

Journal of the Academy of Marketing Science embarrassment in service encounters,”
Holthöwer and van Doorn illustrate situations where consumers prefer to be served by …

Numerous businesses have employed chatbots with a human-like speaking ability to assist
customers with online shopping and customer service; however, it is uncertain whether or …

The prevalence of chatbots in human–computer communication has significantly increased.
Emojis, as a form of emotional disclosure, have gained significant attention for their potential …

Technological advances have enabled firms to automate customer service by employing
artificial intelligence (AI) chatbots. Despite their many potential benefits, interactions with …

This qualitative interview study explores age differences in perceptions of chatbot
communication in a customer service context. Socioemotional selectivity theory and …

Powered by artificial intelligence (AI), chatbots are increasingly capable of simulating human-
like conversations. But, is this desirable for strategic communications? Will chatbots be more …

Friend, mentor, lover: does chatbot engagement lead to psychological dependence? | Emerald
Insight Books and journals Case studies Expert Briefings Open Access Publish with us Advanced …

Many of the world's leading brands and increasingly government agencies are using
intelligent agent technologies, also known as chatbots to interact with consumers. However …