How do Artificial Intelligence Chatbots Affect Customer Purchase? Uncovering the Dual Pathways of Anthropomorphism on Service Evaluation
Author:
Funder
National Natural Science Foundation of China
Publisher
Springer Science and Business Media LLC
Subject
Computer Networks and Communications,Information Systems,Theoretical Computer Science,Software
Link
https://link.springer.com/content/pdf/10.1007/s10796-023-10438-x.pdf
Reference73 articles.
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3. Araujo, T. (2018). Living up to the chatbot hype: The influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions. Computers in Human Behavior, 85, 183–189. https://doi.org/10.1016/j.chb.2018.03.051
4. Behera, R. K., Bala, P. K., & Ray, A. (2021). Cognitive chatbot for personalised contextual customer service: Behind the scene and beyond the hype. Information Systems Frontiers, 1–22. https://doi.org/10.1007/s10796-021-10168-y
5. Blut, M., Wang, C., Wünderlich, N. V., & Brock, C. (2021). Understanding anthropomorphism in service provision: A meta-analysis of physical robots, chatbots, and other AI. Journal of the Academy of Marketing Science, 49(4), 632–658. https://doi.org/10.1007/s11747-020-00762-y
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