Article - Understanding Post-Adoption Behavioral Intentions of Mobile Health …

This study aims to understand the post-adoption behaviors of mobile health (m-Health) ser- vice users during the COVID-19 pandemic. Drawing on the stimulus-organism-response framework, we examined the effects of user personality traits, doctor characteristics, and perceived risks on user continuance intentions and positive word of mouth (WOM) when using m-Health, as mediated by cognitive …

Article - Cognitive appraisal of incident handling, affects, and post-adoptio…

Understanding the psychology of e-consumers provides information on why some Web sites succeed and others fail. One stream of online customer behavior research has focused on systems quality in determining systems success, whereas another stream of research has focused on the effects of online incidents, including online waiting interruptions and service failures, on consumer behaviors. This…

Article - How vital is the role of affect on post-adoption behaviors? An exam…

Social commerce describes a new trend and fast-growing e-commerce business model that utilizes social con- nections in social networking to promote commerce in the online space. Despite its growth much is not known about factors that motivate users beyond their initial adoption to engage in post-adoption behaviors such as continuance intention to use social commerce to the point of becomin…

Article - Post-Adoption Behaviors of E-Service Customers: The Interplay of Co…

The interplay between cognition and emotion has been explored in the consumer behavior literature, but the links between cognition-emotion interplay, satisfac- tion, and post-adoption behaviors have not been integrated in a single model of customer retention. The authors proposed a model that links these constructs and empirically tested it in e-service settings. The results showed that…

Article - The Chatbot Usability Scale: the Design and Pilot of a Usability S…

Standardised tools to assess a user’s satisfaction with the experience of using chatbots and conversational agents are currently unavailable. This work describes four studies, including a systematic literature review, with an overall sample of 141 participants in the survey (experts and novices), focus group sessions and testing of chatbots to (i) define attributes to assess the quality of …

Article - Classifying and measuring the service quality of AI Chatbot in fron…

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 …

Article - A study on the factors that influence consumers’ continuance int…

Edisi

Vol: 43 (Issue): 1 Hal: 32–54

ISBN/ISSN

1758-616X

Deskripsi Fisik

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Judul Seri

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No. Panggil

615.102 85 JIA s

Article - How Do AI-driven Chatbots Impact User Experience? Examining Gratifi…

This study examined how artificial intelligence (AI)- driven chatbots impact user experience. It collected survey data from 1,064 consumers who used any chatbot service from the top 30 brands in the U.S. Results indicated that utilitarian (information), hedo- nic (entertainment), technology (media appeal), and social (social presence) gratifications obtained from chatbot use positive…

Article - Artificial intelligence in hospitality and tourism: Insights from i…

Given the substantial impacts of artificial intelligence (AI) on the hospitality and tourism industry, it is crucial to examine how AI will change this industry’s future. We collected extensive data to analyze global AI trends and predict the future of AI. Our dataset consisted of 1,407 news articles from five prestigious hospitality and tourism outlets along with 22 AI-related review art…

Article - Towards Designing Cooperative and Social Conversational Agents for …

The idea of interacting with computers through natural language dates back to the 1960s, but recent technological advances have led to a renewed interest in conversational agents such as chatbots or digital assistants. In the customer service context, conversational agents promise to create a fast, convenient, and cost-effective channel for communicating with customers. Although numerous ag…