Electronic Resource

Article - AI-powered chatbot communication with customers: Dialogic interactions, satisfaction, engagement, and customer behavior Vol. 134, Pasal (Article) 107331

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The present study is grounded in social exchange theory and resource exchange theory. By exploring customers’
satisfaction with chatbot services and their social media engagement, it examined the effects of responsiveness
and a conversational tone in dialogic chatbot communication on customers. To test the proposed mediation
model, we surveyed a representative sample of customers (N = 965) living in the U.S. After examining the
validity and reliability of our measurement model, we tested the hypothesized model using structural equation
modeling (SEM) procedures. All proposed hypotheses were supported, indicating the significant direct effects of
(1) responsiveness and a conversational tone on customers’ satisfaction with chatbot services, (2) customers’
chatbot use satisfaction on social media engagement, (3) customers’ social media engagement on price premium
and purchase intention, and (4) purchase intention on price premium. In addition, we examined satisfaction,
social media engagement, and purchase intention as significant mediators in the proposed model. Theoretical
and practical implications of the study were then discussed.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

658.812 JIA a

Penerbit

: Elsevier Academic Press., 2022

Deskripsi Fisik

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Bahasa

English

ISBN/ISSN

0747-5632

Klasifikasi

658.812 JIA a

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

Vol. 134, Pasal (Article) 107331

Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

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