Electronic Resource

Article - Classifying and measuring the service quality of AI Chatbot in frontline service Vol: 145 (Issue): - Hal: 552–568

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AI chatbots have been widely applied in the frontline to serve customers. Yet, the existing dimensions
and scales of service quality can hardly fit the new AI environment. To address this gap, we define the

dimensions of AI chatbot service quality (AICSQ) and develop the associated scales with a mixed-
method approach. In the qualitative analysis, with the coding of the interviews from 55 global

organizations in 17 countries and 47 customers, we develop new multi-level dimensions of AICSQ,
including seven second-order and 18 first-order constructs. Then we follow a 10-step scale
development method to establish the valid scales. The nomological test result shows that AICSQ
positively influences customers’ satisfaction with, perceived value of, and intention of continuous use
of AI chatbots. The innovative dimensions and scales of AI chatbot service quality provide conceptual
classification and measurement instruments for the future study of chatbot service in the frontline.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

658.812 0285 CHE c

Penerbit

: Elsevier Academic Press.,

Deskripsi Fisik

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Bahasa

English

ISBN/ISSN

0148-2963

Klasifikasi

658.812 0285 CHE c

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

Vol: 145 (Issue): - Hal: 552–568

Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

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