Consumer research on conversational agents (CAs) has been growing. To illustrate and
map out research in this field, we conducted a systematic literature review (SLR) of …

Purpose Artificial intelligence (AI) is transforming consumers' experiences and how firms
identify, create, nurture and manage interactive marketing relationships. However, most …

Artificial intelligence chatbots have invaded the tourism industry owing to their low cost and
high efficiency. However, the influence of emotional expressions of chatbots on service …

Leveraging the computers are social actors theory, in this study, we explore traits of artificial
intelligence-based chatbots that make them perceived as trustworthy, drive consumers to …

Failures in human-chatbot interactions are becoming inevitable such as failure of chatbots to
maintain contextual awareness. Thus, an effective service recovery strategy is essential for e …

Social media influencers are increasingly approached by marketers to advocate brands and
products. This practice is commonly called 'influencer marketing'. Influencers can take …

This study measures the effects of chatbot anthropomorphic language on customers'
perception of chatbot competence and authenticity on customer engagement while taking …

In recent years, marketers have placed increased reliance upon artificial intelligence (AI)
and, subsequently, the use of virtual agents in customer service contexts is on the rise …

Purpose Through the lens of self-perception theory, this paper investigates how avatar
design (ie avatar user similarity) affects users' self-awareness and shapes their task …

The use of artificial intelligence (AI) technologies in service recovery is transforming the
frontline interfaces across the tourism industry, as AI chatbots are now being designed to …