IDEAS home Printed from https://ideas.repec.org/a/eee/teinso/v78y2024ics0160791x24001738.html
   My bibliography  Save this article

Pathways linking expectations for AI chatbots to loyalty: A moderated mediation analysis

Author

Listed:
  • Yao, Xintong
  • Xi, Yipeng

Abstract

Despite the prevalence of generative AI chatbots such as GPT and Bard, scholarly inquiry into how users' enduring expectations influence their engagement with AI chatbots remains scant. Drawing on expectation violation theory, the present study examines how user expectations, informed by belief in machine heuristics and concerns over human uniqueness, impact chatbot loyalty through a moderated mediation framework. A questionnaire survey of 900 participants in China revealed that belief in machine capabilities bolsters users' perceptions of machine intelligence, which in turn, enhances user loyalty. Interestingly, when users encounter service failures that challenge their expectations, their perceived intelligence of the chatbot intensifies rather than diminishes. In contrast, expectations shaped by human uniqueness concerns diminish users' perceptions of machine intelligence and, consequently, their loyalty, which remains consistent regardless of the encounter with AI failure. The study also delves into the theoretical contributions of these findings to the evolution of expectation violation theory within the sphere of human-robot interaction.

Suggested Citation

  • Yao, Xintong & Xi, Yipeng, 2024. "Pathways linking expectations for AI chatbots to loyalty: A moderated mediation analysis," Technology in Society, Elsevier, vol. 78(C).
  • Handle: RePEc:eee:teinso:v:78:y:2024:i:c:s0160791x24001738
    DOI: 10.1016/j.techsoc.2024.102625
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0160791X24001738
    Download Restriction: Full text for ScienceDirect subscribers only

    File URL: https://libkey.io/10.1016/j.techsoc.2024.102625?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. Lim, Joon Soo & Zhang, Jun, 2022. "Adoption of AI-driven personalization in digital news platforms: An integrative model of technology acceptance and perceived contingency," Technology in Society, Elsevier, vol. 69(C).
    2. Logg, Jennifer M. & Minson, Julia A. & Moore, Don A., 2019. "Algorithm appreciation: People prefer algorithmic to human judgment," Organizational Behavior and Human Decision Processes, Elsevier, vol. 151(C), pages 90-103.
    3. Brown, Susan A. & Venkatesh, Viswanath & Kuruzovich, Jason & Massey, Anne P., 2008. "Expectation confirmation: An examination of three competing models," Organizational Behavior and Human Decision Processes, Elsevier, vol. 105(1), pages 52-66, January.
    4. Khogali, Hisham O. & Mekid, Samir, 2023. "The blended future of automation and AI: Examining some long-term societal and ethical impact features," Technology in Society, Elsevier, vol. 73(C).
    5. Ou, Yi-Chun & Verhoef, Peter C., 2017. "The impact of positive and negative emotions on loyalty intentions and their interactions with customer equity drivers," Journal of Business Research, Elsevier, vol. 80(C), pages 106-115.
    6. Xing, Xinyu & Song, Mengmeng & Duan, Yucong & Mou, Jian, 2022. "Effects of different service failure types and recovery strategies on the consumer response mechanism of chatbots," Technology in Society, Elsevier, vol. 70(C).
    7. Schiavo, Gianluca & Businaro, Stefano & Zancanaro, Massimo, 2024. "Comprehension, apprehension, and acceptance: Understanding the influence of literacy and anxiety on acceptance of artificial Intelligence," Technology in Society, Elsevier, vol. 77(C).
    8. Nicole Davis & Nils Olsen & Vanessa G. Perry & Marcus M. Stewart & Tiffany B. White, 2023. "I’m Only Human? The Role of Racial Stereotypes, Humanness, and Satisfaction in Transactions with Anthropomorphic Sales Bots," Journal of the Association for Consumer Research, University of Chicago Press, vol. 8(1), pages 47-58.
    9. Sara Moussawi & Marios Koufaris & Raquel Benbunan-Fich, 2021. "How perceptions of intelligence and anthropomorphism affect adoption of personal intelligent agents," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(2), pages 343-364, June.
    10. Araz Taeihagh, 2021. "Governance of artificial intelligence [Application of artificial intelligence for development of intelligent transport system in smart cities]," Policy and Society, Darryl S. Jarvis and M. Ramesh, vol. 40(2), pages 137-157.
    11. Niu, Ben & Mvondo, Gustave Florentin Nkoulou, 2024. "I Am ChatGPT, the ultimate AI Chatbot! Investigating the determinants of users' loyalty and ethical usage concerns of ChatGPT," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    12. Hsu, Chin-Lung & Lin, Judy Chuan-Chuan, 2023. "Understanding the user satisfaction and loyalty of customer service chatbots," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    13. Liu, Dewen & Lv, Yiliang & Huang, Weidong, 2023. "How do consumers react to chatbots' humorous emojis in service failures," Technology in Society, Elsevier, vol. 73(C).
    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. Shahzad, Muhammad Farrukh & Xu, Shuo & An, Xin & Javed, Iqra, 2024. "Assessing the impact of AI-chatbot service quality on user e-brand loyalty through chatbot user trust, experience and electronic word of mouth," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    2. Koc, Erdogan & Hatipoglu, Sercan & Kivrak, Oguzhan & Celik, Cemal & Koc, Kaan, 2023. "Houston, we have a problem!: The use of ChatGPT in responding to customer complaints," Technology in Society, Elsevier, vol. 74(C).
    3. Zhou, Tao & Zhang, Chunlei, 2024. "Examining generative AI user addiction from a C-A-C perspective," Technology in Society, Elsevier, vol. 78(C).
    4. Cheng, Zhendong & Fan, Wenfang & Shao, Bingjia & Jia, Wenli & Zhang, Yong, 2024. "The impact of intelligent customer service agents’ initial response on consumers’ continuous interaction intention," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    5. Xie, Yuguang & Liang, Changyong & Zhou, Peiyu & Jiang, Li, 2024. "Exploring the influence mechanism of chatbot-expressed humor on service satisfaction in online customer service," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    6. Zhou, Cheng & Chang, Qian, 2024. "Informational or emotional? Exploring the relative effects of chatbots’ self-recovery strategies on consumer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    7. Liu, Wenlong & Jiang, Min & Li, Wangjie & Mou, Jian, 2024. "How does the anthropomorphism of AI chatbots facilitate users' reuse intention in online health consultation services? The moderating role of disease severity," Technological Forecasting and Social Change, Elsevier, vol. 203(C).
    8. Yongping Bao & Ludwig Danwitz & Fabian Dvorak & Sebastian Fehrler & Lars Hornuf & Hsuan Yu Lin & Bettina von Helversen, 2022. "Similarity and Consistency in Algorithm-Guided Exploration," CESifo Working Paper Series 10188, CESifo.
    9. Daniel Woods & Mustafa Abdallah & Saurabh Bagchi & Shreyas Sundaram & Timothy Cason, 2022. "Network defense and behavioral biases: an experimental study," Experimental Economics, Springer;Economic Science Association, vol. 25(1), pages 254-286, February.
    10. Siliang Tong & Nan Jia & Xueming Luo & Zheng Fang, 2021. "The Janus face of artificial intelligence feedback: Deployment versus disclosure effects on employee performance," Strategic Management Journal, Wiley Blackwell, vol. 42(9), pages 1600-1631, September.
    11. De Cicco, Roberta & Iacobucci, Serena & Cannito, Loreta & Onesti, Gianni & Ceccato, Irene & Palumbo, Riccardo, 2024. "Virtual vs. human influencer: Effects on users’ perceptions and brand outcomes," Technology in Society, Elsevier, vol. 77(C).
    12. Rice, Stephen & Crouse, Sean R. & Winter, Scott R. & Rice, Connor, 2024. "The advantages and limitations of using ChatGPT to enhance technological research," Technology in Society, Elsevier, vol. 76(C).
    13. Mahmud, Hasan & Islam, A.K.M. Najmul & Ahmed, Syed Ishtiaque & Smolander, Kari, 2022. "What influences algorithmic decision-making? A systematic literature review on algorithm aversion," Technological Forecasting and Social Change, Elsevier, vol. 175(C).
    14. Bryce McLaughlin & Jann Spiess, 2022. "Algorithmic Assistance with Recommendation-Dependent Preferences," Papers 2208.07626, arXiv.org, revised Jan 2024.
    15. Jorge Andrés-Sánchez & Jaume Gené-Albesa, 2024. "Not with the bot! The relevance of trust to explain the acceptance of chatbots by insurance customers," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-12, December.
    16. Junyi Lu & Yuan Liu & Song Shen & Hui Ren, 2024. "Exploration of a method for insight into accessibility design flaws based on touch dynamics," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-13, December.
    17. Markus Jung & Mischa Seiter, 2021. "Towards a better understanding on mitigating algorithm aversion in forecasting: an experimental study," Journal of Management Control: Zeitschrift für Planung und Unternehmenssteuerung, Springer, vol. 32(4), pages 495-516, December.
    18. Tero Erkkilä, 2023. "Global indicators and AI policy: Metrics, policy scripts, and narratives," Review of Policy Research, Policy Studies Organization, vol. 40(5), pages 811-839, September.
    19. Dalilis Escobar Rivera & Marti Casadesús Fa & Paulo Alexandre Costa Araújo Sampaio & Alexandra Simon Villar, 2019. "Exploring the Role of Service Delivery in Remarkable Tourism Experiences," Sustainability, MDPI, vol. 11(5), pages 1-19, March.
    20. Gómez de Ágreda, Ángel, 2020. "Ethics of autonomous weapons systems and its applicability to any AI systems," Telecommunications Policy, Elsevier, vol. 44(6).

    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:teinso:v:78:y:2024:i:c:s0160791x24001738. 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: https://www.journals.elsevier.com/technology-in-society .

    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.