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Consumers acceptance of artificially intelligent (AI) device use in service delivery · Study

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ArticleConsumers acceptance of artificially intelligent (AI) device use in service delivery

Doğan Gürsoy2019

Article2019

Consumers acceptance of artificially intelligent (AI) device use in service delivery

Doğan Gürsoy · Oscar Hengxuan Chi · Lu Lu · Robin Nunkoo

1,545 citations·0/0 files stored·International Journal of Information Management

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AI in Service Interactions Customer Service Quality and Loyalty Technology Adoption and User Behaviour

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1999Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives 2003User Acceptance of Information Technology: Toward A Unified View1 1975Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research 1989User Acceptance of Computer Technology: A Comparison of Two Theoretical Models 2000A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies 2011PLS-SEM: Indeed a Silver Bullet 2015A primer on partial least squares structural equation modeling (PLS-SEM)

Cited by

2020Adoption of AI-based chatbots for hospitality and tourism 2021What makes an AI device human-like? The role of interaction quality, empathy and perceived psychological anthropomorphic characteristics in the acceptance of artificial intelligence in the service industry 2019Service robot implementation: a theoretical framework and research agenda 2020Understanding consumers’ acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption

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Details

Year2019

Typearticle

Published2019-04-09

VenueInternational Journal of Information Management

ISSN-L0268-4012

Languageen

Citations1,545

Files0 public / 0

ShelfAI in Service Interactions

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doi10.1016/j.ijinfomgt.2019.03.008

openalex_workW2947308709

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2020A meta-analysis based modified unified theory of acceptance and use of technology (meta-UTAUT): a review of emerging literature

2024Factors affecting performance expectancy and intentions to use ChatGPT: Using SmartPLS to advance an information technology acceptance framework

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