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Examining the Customer Experience of Using Banking Chatbots and Its Impact on Brand Love: The Moderating Role of Perceived Risk
16 references·7 citing·40 second hop
Examining the Customer Experience of Using Banking Chatbots and Its Impact on Brand Love: The Moderating Role of Perceived Risk (2019)Examining the Customer Experience of Usin…Welcome to the experience economy (2019)Welcome to the experience eco…The role of brand love in consumer‐brand relationships (2013)The role of brand love in con…Brand Love (2011)Brand LoveOrganizational impact of system quality, information quality, and service quality (2010)Organizational impact of syst…Some antecedents and outcomes of brand love (2006)Some antecedents and outcomes…Understanding Changes in Belief and Attitude Toward Information Tech Nology Usage: A Theoretical Model and Longitudinal Test1 (2004)Understanding Changes in Beli…The DeLone and McLean Model of Information Systems Success: A Ten-Year Update (2003)The DeLone and McLean Model o…Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Common method biases in behav…Experiential Marketing (1999)Experiential MarketingCustomer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)Customer Satisfaction, Market…Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…A Model of Perceived Risk and Intended Risk-Handling Activity (1994)A Model of Perceived Risk and…Information Systems Success: The Quest for the Dependent Variable (1992)Information Systems Success: …Alternative Ways of Assessing Model Fit (1992)Alternative Ways of Assessing…Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Perceived Usefulness, Perceiv…Review of Psychometric theory (2nd ed.). (1979)Review of Psychometric theory…Can AI chatbots help retain customers? Impact of AI service quality on customer loyalty (2023)Can AI chatbots help retain c…The Impact of Chatbots on Customer Loyalty: A Systematic Literature Review (2022)The Impact of Chatbots on Cus…Human-Computer Interaction in Customer Service: The Experience with AI Chatbots—A Systematic Literature Review (2022)Human-Computer Interaction in…Exploring the Effects of Culture on Acceptance of Online Banking: A Comparative Study of Pakistan and Turkey by Using the Extended UTAUT Model (2021)Exploring the Effects of Cult…Determinants of customer satisfaction in chatbot use: evidence from a banking application in Turkey (2021)Determinants of customer sati…Artificial intelligence in customer-facing financial services: a systematic literature review and agenda for future research (2021)Artificial intelligence in cu…Millennials' attitude toward chatbots: an experimental study in a social relationship perspective (2020)Millennials' attitude toward …Understanding Information Technology Usage: A Test of Competing Models (1995)The balanced scorecard: Translating strategy into action (1997)Design science in information systems research (2004)Design Science in Information Systems Research1 (2004)Technology Acceptance Model 3 and a Research Agenda on Interventions (2008)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Self-efficacy mechanism in human agency. 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References

  • 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.84,999 cited
  • 1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology75,250 cited
  • 1992Alternative Ways of Assessing Model Fit27,293 cited
  • 2003The DeLone and McLean Model of Information Systems Success: A Ten-Year Update12,745 cited
  • 1979Review of Psychometric theory (2nd ed.).11,466 cited
  • 1992Information Systems Success: The Quest for the Dependent Variable10,815 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,572 cited
  • 1999Experiential Marketing3,179 cited
  • 2019Welcome to the experience economy2,562 cited
  • 2006Some antecedents and outcomes of brand love2,396 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden2,349 cited
  • 1994A Model of Perceived Risk and Intended Risk-Handling Activity2,037 cited
  • 2004Understanding Changes in Belief and Attitude Toward Information Tech Nology Usage: A Theoretical Model and Longitudinal Test11,791 cited
  • 2011Brand Love1,678 cited
  • 2010Organizational impact of system quality, information quality, and service quality

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966 cited
  • 2013The role of brand love in consumer‐brand relationships737 cited
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    • 2023Can AI chatbots help retain customers? Impact of AI service quality on customer loyalty336 cited
    • 2021Artificial intelligence in customer-facing financial services: a systematic literature review and agenda for future research327 cited
    • 2020Millennials' attitude toward chatbots: an experimental study in a social relationship perspective310 cited
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