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AI Customer Service: Task Complexity, Problem-Solving Ability, and Usage Intention
16 references·6 citing·43 second hop
AI Customer Service: Task Complexity, Problem-Solving Ability, and Usage Intention (2020)AI Customer Service: Task Complexity, Pro…Diffusion of Innovations 1 (2019)Diffusion of Innovations 1Waiting for a sales renaissance in the fourth industrial revolution: Machine learning and artificial intelligence in sales research and practice (2018)Waiting for a sales renaissan…Brave new world: service robots in the frontline (2018)Brave new world: service robo…Artificial Intelligence in Service (2018)Artificial Intelligence in Se…Domo Arigato Mr. Roboto (2016)Domo Arigato Mr. RobotoDiffusion of Innovations (2012)Diffusion of InnovationsCustomer Experience Creation: Determinants, Dynamics and Management Strategies (2009)Customer Experience Creation:…Cross-Sectional versus Longitudinal Survey Research: Concepts, Findings, and Guidelines (2008)Cross-Sectional versus Longit…Multicollinearity and Measurement Error in Structural Equation Models: Implications for Theory Testing (2004)Multicollinearity and Measure…Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Self-Service Technologies: Un…Cognitive Architecture and Instructional Design (1998)Cognitive Architecture and In…A critical assessment of potential measurement biases in the technology acceptance model: three experiments (1996)A critical assessment of pote…Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Perceived Usefulness, Perceiv…Task Complexity: A Review and Analysis (1988)Task Complexity: A Review and…Task complexity: Definition of the construct (1986)Task complexity: Definition o…Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Belief, Attitude, Intention a…The adoption of artificial intelligence in human resources management practices (2024)The adoption of artificial in…Applications of artificial intelligence and machine learning in the financial services industry: A bibliometric review (2023)Applications of artificial in…Human-Computer Interaction in Customer Service: The Experience with AI Chatbots—A Systematic Literature Review (2022)Human-Computer Interaction in…Disruptive technology and AI in the banking industry of an emerging market (2022)Disruptive technology and AI …Artificial intelligence in customer-facing financial services: a systematic literature review and agenda for future research (2021)Artificial intelligence in cu…AI-enabled knowledge sharing and learning: redesigning roles and processes (2021)AI-enabled knowledge sharing …Self-efficacy mechanism in human agency. 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References

  • 1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology75,250 cited
  • 2019Diffusion of Innovations 137,557 cited
  • 1975Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research36,736 cited
  • 1998Cognitive Architecture and Instructional Design6,167 cited
  • 2018Artificial Intelligence in Service3,978 cited
  • 2009Customer Experience Creation: Determinants, Dynamics and Management Strategies3,274 cited
  • 2012Diffusion of Innovations3,259 cited
  • 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,929 cited
  • 2018Brave new world: service robots in the frontline2,415 cited
  • 1988Task Complexity: A Review and Analysis1,629 cited
  • 1996A critical assessment of potential measurement biases in the technology acceptance model: three experiments1,459 cited
  • 2008Cross-Sectional versus Longitudinal Survey Research: Concepts, Findings, and Guidelines1,415 cited
  • 1986Task complexity: Definition of the construct1,392 cited
  • 2016Domo Arigato Mr. Roboto1,387 cited
  • 2004Multicollinearity and Measurement Error in Structural Equation Models: Implications for Theory Testing

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1,235 cited
  • 2018Waiting for a sales renaissance in the fourth industrial revolution: Machine learning and artificial intelligence in sales research and practice898 cited
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    • 2023Applications of artificial intelligence and machine learning in the financial services industry: A bibliometric review207 cited
    • 2022Disruptive technology and AI in the banking industry of an emerging market134 cited
    • 2021AI-enabled knowledge sharing and learning: redesigning roles and processes114 cited