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Understanding the user satisfaction and loyalty of customer service chatbots
16 references·0 citing·39 second hopsampled
Understanding the user satisfaction and loyalty of customer service chatbots (2022)Understanding the user satisfaction and l…What 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 (2021)What makes an AI device human…The impact of e-service quality and customer satisfaction on customer behavior in online shopping (2019)The impact of e-service quali…Humanizing chatbots: The effects of visual, identity and conversational cues on humanness perceptions (2019)Humanizing chatbots: The effe…Living up to the chatbot hype: The influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions (2018)Living up to the chatbot hype…Chatbot e-service and customer satisfaction regarding luxury brands (2018)Chatbot e-service and custome…Common Beliefs and Reality About PLS (2014)Common Beliefs and Reality Ab…PLS-SEM: Indeed a Silver Bullet (2011)PLS-SEM: Indeed a Silver Bull…\nThe use of partial least squares path modeling in international marketing (2009)\nThe use of partial least sq…Perceived e‐service quality (PeSQ) (2007)Perceived e‐service quality (…Digital Media, Youth, and Credibility (2007)Digital Media, Youth, and Cre…E-S-QUAL (2004)E-S-QUALThe DeLone and McLean Model of Information Systems Success: A Ten-Year Update (2003)The DeLone and McLean Model o…eTailQ: dimensionalizing, measuring and predicting etail quality (2003)eTailQ: dimensionalizing, mea…Service loyalty (2002)Service loyaltyConsumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Perceptions of Price…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Information Systems Success: The Quest for the Dependent Variable (1992)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)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Partial least squares structural equation modeling (PLS-SEM) (2014)When to use and how to report the results of PLS-SEM (2018)A Theory of the Allocation of Time (1965)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Effect of a Market Orientation on Business Profitability (1990)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Advances in Consumer Research (2025)Coefficient Alpha and the Internal Structure of Tests (1951)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Comfort your online customer: quality, trust and loyalty on the internet (2004)The influence of brand image and company reputation where manufacturers market to small firms: A customer value perspective (2005)Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China (2009)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)lavaan : An R Package for Structural Equation Modeling (2012)Using PLS path modeling in new technology research: updated guidelines (2016)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Alternative Ways of Assessing Model Fit (1992)An Updated and Streamlined Technology Readiness Index (2014)The media equation: how people treat computers, television, and new media like real people and places (1997)Machines and Mindlessness: Social Responses to Computers (2000)Social presence, trust, and social commerce purchase intention: An empirical research (2015)Service robot implementation: a theoretical framework and research agenda (2019)I, Chatbot: Modeling the determinants of users’ satisfaction and continuance intention of AI-powered service agents (2020)Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics (1981)A General Approach to Confirmatory Maximum Likelihood Factor Analysis (1969)Intraclass Reliability Estimates: Testing Structural Assumptions (1974)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Customer Experience Creation: Determinants, Dynamics and Management Strategies (2009)Understanding Customer Experience Throughout the Customer Journey (2016)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error113,385 cited
  • 2011PLS-SEM: Indeed a Silver Bullet22,692 cited
  • 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence19,034 cited
  • 2003The DeLone and McLean Model of Information Systems Success: A Ten-Year Update12,745 cited
  • 2009\nThe use of partial least squares path modeling in international marketing11,791 cited
  • 2004E-S-QUAL4,763 cited
  • 2014Common Beliefs and Reality About PLS3,506 cited
  • 2003eTailQ: dimensionalizing, measuring and predicting etail quality2,340 cited
  • 2002Service loyalty1,617 cited
  • 2018Living up to the chatbot hype: The influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions1,205 cited
  • 2019Humanizing chatbots: The effects of visual, identity and conversational cues on humanness perceptions1,145 cited
  • 2019The impact of e-service quality and customer satisfaction on customer behavior in online shopping1,141 cited
  • 2018Chatbot e-service and customer satisfaction regarding luxury brands1,105 cited
  • 2007Digital Media, Youth, and Credibility1,036 cited
  • 2021

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What 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
944 cited
  • 2007Perceived e‐service quality (PeSQ)810 cited
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