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...

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Bibliographic Details
Published in:	Telematics and informatics Vol. 54; p. 101473
Main Authors:	Ashfaq, Muhammad, Yun, Jiang, Yu, Shubin, Loureiro, Sandra Maria Correia
Format:	Journal Article
Language:	English
Published:	Oxford Elsevier Ltd 01.11.2020 Elsevier Science Ltd
Subjects:	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 Access:	Get full text
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