Over the recent years, the notion of a non-instrumental, hedonic quality of interactive
products received growing interest. Based on a review of 151 publications, we summarize …

The rapid evolution of the Internet of Things (IoT) facilitates the development of IoT
applications in domains such as manufacturing, smart cities, retail, agriculture, etc. Such IoT …

Purpose This study investigates whether and how the service quality of artificial intelligence
(AI) chatbots affects customer loyalty to an organization. Design/methodology/approach …

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 …

Brand related goals in the online environment are consistent with those of the retail
environment: providing products and services that ultimately convert customers into brand …

The tourism industry is characterized by ever-increasing competition, causing destinations to
seek new methods to attract tourists. Traditionally, a decision to visit a destination is …

Purpose The aims of this study are twofold: to examine mobile food delivery service (MFDS)
from the perspectives of functional and technical quality, and to empirically evaluate the …

Anthropomorphizing chatbots can facilitate effective customer interaction. Based on a mixed
method, this study explores perceived chatbot anthropomorphism cues and their effects on …

The exponential development of the Internet of Things (IoT) makes it essential to cater to the
quality expectations of end users. Quality of experience (QoE) can become the guiding …

Brands use social media to engage consumers in all stages of the customer journey. Prior
work on consumer engagement with brand-generated content on social networking sites …