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 …

The study examines sustainable digital transformation aspects, comprehensively unpack
their nature and implications to digital marketing firms' ambidexterity. Sustainable digital …

This mixed-method investigation proposes and empirically tests a human-Artificial
Intelligence (AI) relationship development model in the context of social chatbots. Utilizing …

Chatbots have become common in digital customer service contexts across many industries.
While many companies choose to humanize their customer service chatbots (eg, giving …

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 …

Purpose Chatbots have been widely adopted to create more positive customer experiences
as customers now spend more time in digital environments. Despite the technological …

Voice assistants have emerged as a new form of technology that can identify human speech
and respond accordingly via synthesized voices and this family of technologies has helped …

The primary goal of utilizing chatbots for customer service is to fulfill customer requests
without requiring a conversation. However, the challenge to the sustainable adoption of …

The present research focuses on the interplay between two common features of the
customer service chatbot experience: gaze direction and anthropomorphism. Although the …

This study investigates the effect of chatbot humanization on the perception of eeriness,
trust, and users' behavioral intention. Specifically, this study employed a 2 (humanization of …