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Will artificial intelligence replace human customer service? The impact of communication quality and privacy risks on adoption intention
16 references·0 citing·48 second hop
Will artificial intelligence replace human customer service? The impact of communication quality and privacy risks on adoption intention (2022)Will artificial intelligence replace huma…I, Chatbot: Modeling the determinants of users’ satisfaction and continuance intention of AI-powered service agents (2020)I, Chatbot: Modeling the dete…AI-based chatbots in customer service and their effects on user compliance (2020)AI-based chatbots in customer…Adoption of AI-based chatbots for hospitality and tourism (2020)Adoption of AI-based chatbots…Frontiers: Machines vs. Humans: The Impact of Artificial Intelligence Chatbot Disclosure on Customer Purchases (2019)Frontiers: Machines vs. Human…Chatbot e-service and customer satisfaction regarding luxury brands (2018)Chatbot e-service and custome…Overcoming Algorithm Aversion: People Will Use Imperfect Algorithms If They Can (Even Slightly) Modify Them (2016)Overcoming Algorithm Aversion…Real conversations with artificial intelligence: A comparison between human–human online conversations and human–chatbot conversations (2015)Real conversations with artif…The Uncanny Valley [From the Field] (2012)The Uncanny Valley [From the …An Extended Privacy Calculus Model for E-Commerce Transactions (2006)An Extended Privacy Calculus …Predicting e-services adoption: a perceived risk facets perspective (2003)Predicting e-services adoptio…Customer satisfaction and loyalty in online and offline environments (2003)Customer satisfaction and loy…An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors (2002)An Attitudinal Model of Techn…Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Self-Service Technologies: Un…Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality (1996)Consumer evaluations of new t…Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Perceived Usefulness, Perceiv…The measurement of interpersonal attraction (1974)The measurement of interperso…Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Self-efficacy mechanism in human agency. (1982)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)User Acceptance of Information Technology: Toward A Unified View1 (2003)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Prospect Theory: An Analysis of Decision under Risk (1979)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Prospect theory: An analysis of decision under risk (1988)Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context (2004)Customer engagement: the construct, antecedents, and consequences (2016)Digital marketing: A framework, review and research agenda (2016)Self-efficacy: Toward a unifying theory of behavioral change. (1977)The theory of planned behavior (1991)Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies (2005)The Legacy of the Technology Acceptance Model and a Proposal for a Paradigm Shift. 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(1979)The affect heuristic in judgments of risks and benefits (2000)Algorithm Aversion: People Erroneously Avoid Algorithms after Seeing Them Err (2014)Brave new world: service robots in the frontline (2018)Resistance to Medical Artificial Intelligence (2019)Human Trust in Artificial Intelligence: Review of Empirical Research (2020)Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model (2003)A meta-analysis of the technology acceptance model (2006)Technology acceptance model: a literature review from 1986 to 2013 (2014)
this work references cited by second hop

References

  • 1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology75,250 cited
  • 2012The Uncanny Valley [From the Field]3,941 cited
  • 2003Predicting e-services adoption: a perceived risk facets perspective3,564 cited
  • 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters2,929 cited
  • 2006An Extended Privacy Calculus Model for E-Commerce Transactions2,701 cited
  • 2002An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors1,898 cited
  • 1996Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality1,631 cited
  • 2003Customer satisfaction and loyalty in online and offline environments1,571 cited
  • 2020AI-based chatbots in customer service and their effects on user compliance1,339 cited
  • 2016Overcoming Algorithm Aversion: People Will Use Imperfect Algorithms If They Can (Even Slightly) Modify Them1,225 cited
  • 2019Frontiers: Machines vs. Humans: The Impact of Artificial Intelligence Chatbot Disclosure on Customer Purchases1,147 cited
  • 2018Chatbot e-service and customer satisfaction regarding luxury brands1,105 cited
  • 2020I, Chatbot: Modeling the determinants of users’ satisfaction and continuance intention of AI-powered service agents1,100 cited

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2020
Adoption of AI-based chatbots for hospitality and tourism
1,076 cited
  • 2015Real conversations with artificial intelligence: A comparison between human–human online conversations and human–chatbot conversations974 cited
  • 1974The measurement of interpersonal attraction952 cited
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