Whilst the rapid advancement of technology in the 21st century has facilitated the online
collection, storage, retrieval, manipulation, and transmission of individuals' personal …

Purpose The purpose of this paper is to systematically review the concepts and theories
underlying customer service experience (CSE) and its underlying five dimensions (physical …

Global initiatives on climate protection and national sustainability policies are accelerating
the replacement of fossil fuels with renewable energy sources. Many electricity suppliers are …

The notion of “engagement,” which plays an important role in various domains of
psychology, is gaining increased currency as a concept that is critical to the success of …

This study explored digital privacy concerns in the use of chatbots as a digital banking
service. Three dimensions of trust were tested in relation to user self-disclosure in order to …

Although there is a large body of research on trust in e-commerce, a crucial gap is that
extant studies have not examined the role of perceived enjoyment on trust in the presence of …

Trust is a main success factor for automated recommendation agents on e-commerce sites.
Various aspects can contribute to the development of trust toward such an agent, including …

Purpose This research employs value co-destruction as a theoretical lens to investigate the
antecedents of consumer showrooming behavior. Drawing on relevant literature, a research …

Communicating with customers through AI-based chatbots in customer service (AISC) has
become increasingly popular for many companies. However, in actual service encounters …

While consumers' trust in social media influencers (SMIs) has spurred the growth of
influencer marketing, consumers have come to distrust what these SMIs say recently …