I, Chatbot: Modeling the determinants of users’ satisfaction and continuance intention of AI-powered service agents

•This study proposes an analytical framework combining the expectation-confirmation model (ECM), information system success (ISS) model, TAM, and the need for interaction with a service employee.•Analysis of data reveals that information quality and service quality positively influence consumers’ sa...

Ausführliche Beschreibung

Gespeichert in:

Bibliographische Detailangaben
Veröffentlicht in:	Telematics and informatics Jg. 54; S. 101473
Hauptverfasser:	Ashfaq, Muhammad, Yun, Jiang, Yu, Shubin, Loureiro, Sandra Maria Correia
Format:	Journal Article
Sprache:	Englisch
Veröffentlicht:	Oxford Elsevier Ltd 01.11.2020 Elsevier Science Ltd
Schlagworte:	Artificial intelligence Chatbots Client satisfaction Consumers Continuance intention Conversation Customer satisfaction Customer service Customer services Data quality ECM Employees Human-computer interaction Information Intelligence tests ISS model Job satisfaction Quality of service Satisfaction Service industries TAM The need for interaction Usefulness User satisfaction The need for interaction TAM Continuance intention Satisfaction Chatbots ISS model ECM
ISSN:	0736-5853, 1879-324X
Online-Zugang:	Volltext
Tags:	Tag hinzufügen Keine Tags, Fügen Sie den ersten Tag hinzu!

Schreiben Sie den ersten Kommentar!