IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v180y2024ics0148296324002418.html
   My bibliography  Save this article

Enhancing trust in online grocery shopping through generative AI chatbots

Author

Listed:
  • Chakraborty, Debarun
  • Kumar Kar, Arpan
  • Patre, Smruti
  • Gupta, Shivam

Abstract

Generative Artificial Intelligence (GAI) is witnessing a lot of adoption across industries, but literature is yet to fully document the nuances of these applications. We develop a comprehensive framework for understanding the factors that affect trust in online grocery shopping (OGS) using GAI chatbots. Our exploratory study was conducted via interviews, which helped to build our model. We integrate the Elaboration Likelihood Model (ELM) and Status Quo Bias (SQB) theory to develop the Unified Framework for Trust on Technology Platforms. In our confirmatory study, by analyzing 372 responses from users, using structural equation modelling (SEM), we initially validate our path model. Subsequently, we used fuzzy set qualitative comparative analysis (fsQCA) to check the causal combinations to explain different trust levels. Apart from perceived regret avoidance, all of the other factors had a significant effect on attitude and trust. Perceived anthropomorphism moderated the associations between interaction quality, credibility, threat, and attitude.

Suggested Citation

  • Chakraborty, Debarun & Kumar Kar, Arpan & Patre, Smruti & Gupta, Shivam, 2024. "Enhancing trust in online grocery shopping through generative AI chatbots," Journal of Business Research, Elsevier, vol. 180(C).
    • Handle: RePEc:eee:jbrese:v:180:y:2024:i:c:s0148296324002418
    DOI: 10.1016/j.jbusres.2024.114737
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296324002418
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2024.114737?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Chung, Namho & Han, Heejeong, 2017. "The relationship among tourists' persuasion, attachment and behavioral changes in social media," Technological Forecasting and Social Change, Elsevier, vol. 123(C), pages 370-380.
    2. Gong, Xiang & Zhang, Kem Z.K. & Chen, Chongyang & Cheung, Christy M.K. & Lee, Matthew K.O., 2020. "Transition from web to mobile payment services: The triple effects of status quo inertia," International Journal of Information Management, Elsevier, vol. 50(C), pages 310-324.
    3. Ashaari, Mohamed Azlan & Singh, Karpal Singh Dara & Abbasi, Ghazanfar Ali & Amran, Azlan & Liebana-Cabanillas, Francisco J., 2021. "Big data analytics capability for improved performance of higher education institutions in the Era of IR 4.0: A multi-analytical SEM & ANN perspective," Technological Forecasting and Social Change, Elsevier, vol. 173(C).
    4. Chakraborty, Debarun & Patre, Smruti & Tiwari, Devisha, 2023. "Metaverse mingle: Discovering dating intentions in metaverse," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    5. McLean, Graeme & Osei-Frimpong, Kofi & Barhorst, Jennifer, 2021. "Alexa, do voice assistants influence consumer brand engagement? – Examining the role of AI powered voice assistants in influencing consumer brand engagement," Journal of Business Research, Elsevier, vol. 124(C), pages 312-328.
    6. Samuelson, William & Zeckhauser, Richard, 1988. "Status Quo Bias in Decision Making," Journal of Risk and Uncertainty, Springer, vol. 1(1), pages 7-59, March.
    7. Blut, Markus & Chowdhry, Nivriti & Mittal, Vikas & Brock, Christian, 2015. "E-Service Quality: A Meta-Analytic Review," Journal of Retailing, Elsevier, vol. 91(4), pages 679-700.
    8. Navid Aghakhani & Onook Oh & Dawn G. Gregg & Jahangir Karimi, 2021. "Online Review Consistency Matters: An Elaboration Likelihood Model Perspective," Information Systems Frontiers, Springer, vol. 23(5), pages 1287-1301, September.
    9. Sun, Yuan & Chen, Jin & Sundar, S. Shyam, 2024. "Chatbot ads with a human touch: A test of anthropomorphism, interactivity, and narrativity," Journal of Business Research, Elsevier, vol. 172(C).
    10. Arpan Kumar Kar, 2021. "What Affects Usage Satisfaction in Mobile Payments? Modelling User Generated Content to Develop the “Digital Service Usage Satisfaction Model”," Information Systems Frontiers, Springer, vol. 23(5), pages 1341-1361, September.
    11. Pappas, Ilias O. & Papavlasopoulou, Sofia & Mikalef, Patrick & Giannakos, Michail N., 2020. "Identifying the combinations of motivations and emotions for creating satisfied users in SNSs: An fsQCA approach," International Journal of Information Management, Elsevier, vol. 53(C).
    12. Tsiros, Michael & Mittal, Vikas, 2000. "Regret: A Model of Its Antecedents and Consequences in Consumer Decision Making," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 26(4), pages 401-417, March.
    13. Cheffi, Walid & Kaleem Zahir-ul-Hassan, Muhammad & Omer Farooq, Muhammad & Baqrain, Abdelrahman & Mohamed Habib Mansour, Mourad, 2023. "Ethical leadership, management control systems and circular economy in SMEs in an emerging economy, the UAE," Journal of Business Research, Elsevier, vol. 156(C).
    14. Yu, Lu & Li, He & He, Wu & Wang, Feng-Kwei & Jiao, Shiqiao, 2020. "A meta-analysis to explore privacy cognition and information disclosure of internet users," International Journal of Information Management, Elsevier, vol. 51(C).
    15. Rongbin Yang & Santoso Wibowo, 2022. "User trust in artificial intelligence: A comprehensive conceptual framework," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(4), pages 2053-2077, December.
    16. Fosso Wamba, Samuel & Queiroz, Maciel M. & Chiappetta Jabbour, Charbel Jose & Shi, Chunming (Victor), 2023. "Are both generative AI and ChatGPT game changers for 21st-Century operations and supply chain excellence?," International Journal of Production Economics, Elsevier, vol. 265(C).
    17. Harms, P.D. & White, Joshua V. & Fezzey, Tyler N.A., 2024. "Dark clouds on the horizon: Dark personality traits and the frontiers of the entrepreneurial economy," Journal of Business Research, Elsevier, vol. 171(C).
    18. Pappas, Ilias O. & Woodside, Arch G., 2021. "Fuzzy-set Qualitative Comparative Analysis (fsQCA): Guidelines for research practice in Information Systems and marketing," International Journal of Information Management, Elsevier, vol. 58(C).
    19. Tsai, Juin-Ming & Cheng, Min-Jhih & Tsai, Her-Her & Hung, Shiu-Wan & Chen, Ya-Ling, 2019. "Acceptance and resistance of telehealth: The perspective of dual-factor concepts in technology adoption," International Journal of Information Management, Elsevier, vol. 49(C), pages 34-44.
    20. Balakrishnan, Janarthanan & Abed, Salma S. & Jones, Paul, 2022. "The role of meta-UTAUT factors, perceived anthropomorphism, perceived intelligence, and social self-efficacy in chatbot-based services?," Technological Forecasting and Social Change, Elsevier, vol. 180(C).
    21. Arpan Kumar Kar & P. S. Varsha & Shivakami Rajan, 2023. "Unravelling the Impact of Generative Artificial Intelligence (GAI) in Industrial Applications: A Review of Scientific and Grey Literature," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 24(4), pages 659-689, December.
    22. Bawack, Ransome Epie & Wamba, Samuel Fosso & Carillo, Kevin Daniel André, 2021. "Exploring the role of personality, trust, and privacy in customer experience performance during voice shopping: Evidence from SEM and fuzzy set qualitative comparative analysis," International Journal of Information Management, Elsevier, vol. 58(C).
    23. Chiahui Yen & Ming-Chang Chiang, 2021. "Trust me, if you can: a study on the factors that influence consumers’ purchase intention triggered by chatbots based on brain image evidence and self-reported assessments," Behaviour and Information Technology, Taylor & Francis Journals, vol. 40(11), pages 1177-1194, August.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Loh, Xiu-Ming & Lee, Voon-Hsien & Leong, Lai-Ying & Aw, Eugene Cheng-Xi & Cham, Tat-Huei & Tang, Yun-Chia & Hew, Jun-Jie, 2023. "Understanding consumers’ resistance to pay with cryptocurrency in the sharing economy: A hybrid SEM-fsQCA approach," Journal of Business Research, Elsevier, vol. 159(C).
    2. Abbasi, Ghazanfar Ali & Sandran, Thiviya & Ganesan, Yuvaraj & Iranmanesh, Mohammad, 2022. "Go cashless! Determinants of continuance intention to use E-wallet apps: A hybrid approach using PLS-SEM and fsQCA," Technology in Society, Elsevier, vol. 68(C).
    3. Malodia, Suresh & Kaur, Puneet & Ractham, Peter & Sakashita, Mototaka & Dhir, Amandeep, 2022. "Why do people avoid and postpone the use of voice assistants for transactional purposes? A perspective from decision avoidance theory," Journal of Business Research, Elsevier, vol. 146(C), pages 605-618.
    4. Waseem Anwar & Amir Zaib Abbasi & Mousa Albashrawi & Ghazanfar Ali Abbasi & Umm-e-Habiba, 2024. "Asymmetric and symmetric approaches to the extension of UTAUT2 in the M-payment adoption of Pakistani apps," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 1175-1193, September.
    5. Brewis, Claire & Dibb, Sally & Meadows, Maureen, 2023. "Leveraging big data for strategic marketing: A dynamic capabilities model for incumbent firms," Technological Forecasting and Social Change, Elsevier, vol. 190(C).
    6. Patricia H. Born & E. Tice Sirmans, 2019. "Regret in health insurance post‐purchase behavior," Risk Management and Insurance Review, American Risk and Insurance Association, vol. 22(2), pages 207-219, July.
    7. Loh, Xiu-Ming & Lee, Voon-Hsien & Hew, Jun-Jie & Tan, Garry Wei-Han & Ooi, Keng-Boon, 2023. "The future is now but is it here to stay? Employees’ perspective on working from home," Journal of Business Research, Elsevier, vol. 167(C).
    8. Marie Romuald Pouka Pouka & Viviane Ondoua Biwolé, 2024. "Does causal analysis improve the understanding of entrepreneurial support for SME performance?," Journal of Global Entrepreneurship Research, Springer;UNESCO Chair in Entrepreneurship, vol. 14(1), pages 1-15, December.
    9. Hanne Knight & Mohamed Yacine Haddoud & Phil Megicks, 2022. "Determinants of corporate sustainability message sharing on social media: A configuration approach," Business Strategy and the Environment, Wiley Blackwell, vol. 31(2), pages 633-647, February.
    10. Bigerna, Simona & D'Errico, Maria Chiara & Polinori, Paolo, 2022. "Understanding the green-growth: which pathways cities undertake in their climate programs," MPRA Paper 114156, University Library of Munich, Germany.
    11. Hung-Pin Shih & Wuqiang Liu, 2023. "Beyond the trade-offs on Facebook: the underlying mechanisms of privacy choices," Information Systems and e-Business Management, Springer, vol. 21(2), pages 353-387, June.
    12. Mohammad Alamgir Hossain & Md. Maruf Hossan Chowdhury & Ilias O. Pappas & Bhimaraya Metri & Laurie Hughes & Yogesh K. Dwivedi, 2023. "Fake news on Facebook and their impact on supply chain disruption during COVID-19," Annals of Operations Research, Springer, vol. 327(2), pages 683-711, August.
    13. He, Xin & Mittal, Vikas, 2007. "The effect of decision risk and project stage on escalation of commitment," Organizational Behavior and Human Decision Processes, Elsevier, vol. 103(2), pages 225-237, July.
    14. Badghish, Saeed & Shaik, Aqueeb Sohail & Sahore, Nidhi & Srivastava, Shalini & Masood, Ayesha, 2024. "Can transactional use of AI-controlled voice assistants for service delivery pickup pace in the near future? A social learning theory (SLT) perspective," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
    15. Gupta, Samrat & Deodhar, Swanand J. & Tiwari, Amit Anand & Gupta, Manjul & Mariani, Marcello, 2024. "How consumers evaluate movies on online platforms? Investigating the role of consumer engagement and external engagement," Journal of Business Research, Elsevier, vol. 176(C).
    16. Petcharat, Thanatchaphan & Jattamart, Aungkana & Leelasantitham, Adisorn, 2023. "A conceptual model to imply a negative innovation assessment framework on consumer behaviors through the electronic business platforms," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    17. Shao, Zhucheng, 2024. "From human to virtual: Unmasking consumer switching intentions to virtual influencers by an integrated fsQCA and NCA method," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    18. Mannetti, Lucia & Pierro, Antonio & Kruglanski, Arie, 2007. "Who regrets more after choosing a non-status-quo option? Post decisional regret under need for cognitive closure," Journal of Economic Psychology, Elsevier, vol. 28(2), pages 186-196, April.
    19. Thomas Bassetti & Stefano Bonini & Fausto Pacicco & Filippo Pavesi, 2019. "Play it again! A Natural Experiment on Reversibility Bias," "Marco Fanno" Working Papers 0238, Dipartimento di Scienze Economiche "Marco Fanno".
    20. Qingfeng Zeng & Qian Guo & Wei Zhuang & Yu Zhang & Weiguo Fan, 2023. "Do Real-Time Reviews Matter? Examining how Bullet Screen Influences Consumers’ Purchase Intention in Live Streaming Commerce," Information Systems Frontiers, Springer, vol. 25(5), pages 2051-2067, October.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:180:y:2024:i:c:s0148296324002418. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.