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 …

Influencer marketing has become a dominant and targeted means for brands to connect with
consumers, but it also brings risks associated with influencer transgression and reputation …

Purpose The rapid evolution in artificial intelligence (AI) has redefined the customer
experience and created huge opportunities for companies to interact with customers using …

The utilization of chatbots has grown in popularity in recent years, leading to an increasing
interest among academics and practitioners. This study investigates the effect of chatbot …

Companies are increasingly employing text-based chatbots as a time and cost-efficient way
to interact with customers. While companies begin to explore anthropomorphic chatbot …

Purpose This study defines a three-angled research plan to intensify the knowledge and
development undergoing in the retail sector. It proposes a theoretical framework of the …

Generative artificial intelligence (generative AI) presents a disruptive innovation for brands
and society, and the power of which is still yet to be realized. In the context of customer …

Despite the growing number of brands that rely on chatbots to address customer service
inquiries that once required human intervention, academics and practitioners are only …

Purpose AI-based chatbots are revamping employee communication in organizations. This
paper examines the adoption of AI-based employee experience chatbots by employees …

Retailers are increasingly using conversational AI (chatbots) for customer service due to the
perceived benefits and reduced operational costs of this emerging technology. Yet our …