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AI-based chatbots in customer service and their effects on user compliance

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  • Adam, Martin
  • Wessel, Michael
  • Benlian, Alexander

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  • Adam, Martin & Wessel, Michael & Benlian, Alexander, 2020. "AI-based chatbots in customer service and their effects on user compliance," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 119304, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    • Handle: RePEc:dar:wpaper:119304
    Note: for complete metadata visit http://tubiblio.ulb.tu-darmstadt.de/119304/
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    File URL: https://link.springer.com/article/10.1007%2Fs12525-020-00414-7
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    File URL: https://tuprints.ulb.tu-darmstadt.de/24008
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    1. Wessel, Michael & Adam, Martin & Benlian, Alexander, 2019. "The impact of sold-out early birds on option selection in reward-based crowdfunding," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 112150, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    2. Adam, Martin & Toutaoui, Jonas & Pfeuffer, Nicolas & Hinz, Oliver, 2019. "Investment Decisions with Robo-Advisors: The Role of Anthropomorphism and Personalized Anchors in Recommendations," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 112844, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    3. Ritu Agarwal & Jayesh Prasad, 1998. "A Conceptual and Operational Definition of Personal Innovativeness in the Domain of Information Technology," Information Systems Research, INFORMS, vol. 9(2), pages 204-215, June.
    4. Joel Mero (Järvinen), 2018. "The effects of two-way communication and chat service usage on consumer attitudes in the e-commerce retailing sector," Electronic Markets, Springer;IIM University of St. Gallen, vol. 28(2), pages 205-217, May.
    5. Nicolas Pfeuffer & Alexander Benlian & Henner Gimpel & Oliver Hinz, 2019. "Anthropomorphic Information Systems," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 61(4), pages 523-533, August.
    6. David Schneider & Johannes Klumpe & Martin Adam & Alexander Benlian, 2020. "Nudging users into digital service solutions," Electronic Markets, Springer;IIM University of St. Gallen, vol. 30(4), pages 863-881, December.
    7. Marcel Boumans & Matthias Klaes, 2013. "Introduction," Chapters, in: Marcel Boumans & Matthias Klaes (ed.), Mark Blaug: Rebel with Many Causes, chapter 1, pages 1-8, Edward Elgar Publishing.
    8. Wessel, Michael & Adam, Martin & Benlian, Alexander, 2019. "The impact of sold-out early birds on option selection in reward-based crowdfunding," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 110458, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    9. Kressmann, Frank & Sirgy, M. Joseph & Herrmann, Andreas & Huber, Frank & Huber, Stephanie & Lee, Dong-Jin, 2006. "Direct and indirect effects of self-image congruence on brand loyalty," Journal of Business Research, Elsevier, vol. 59(9), pages 955-964, September.
    10. Zaichkowsky, Judith Lynne, 1985. "Measuring the Involvement Construct," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 12(3), pages 341-352, December.
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    Cited by:

    1. Jeon, Yongwoog Andrew, 2022. "Let me transfer you to our AI-based manager: Impact of manager-level job titles assigned to AI-based agents on marketing outcomes," Journal of Business Research, Elsevier, vol. 145(C), pages 892-904.
    2. Lova Rajaobelina & Line Ricard, 2021. "Classifying potential users of live chat services and chatbots," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(2), pages 81-94, June.
    3. Janine Hobeika & Insaf Khelladi & Mehmet A. Orhan, 2022. "Analyzing the corporate social responsibility perception from customer relationship quality perspective. An application to the retail banking sector," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 29(6), pages 2053-2064, November.
    4. Noor Irliana Mohd Rahim & Noorminshah A. Iahad & Ahmad Fadhil Yusof & Mohammed A. Al-Sharafi, 2022. "AI-Based Chatbots Adoption Model for Higher-Education Institutions: A Hybrid PLS-SEM-Neural Network Modelling Approach," Sustainability, MDPI, vol. 14(19), pages 1-22, October.
    5. Wallbach, Sören, 2020. "Assimilation and Diffusion of Multi-Sided Platforms in Dynamic B2B Networks: Inhibiting Factors and Their Consequences," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 123277, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    6. Tran, Anh D. & Pallant, Jason I. & Johnson, Lester W., 2021. "Exploring the impact of chatbots on consumer sentiment and expectations in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    7. Katharina Blöcher & Rainer Alt, 2021. "AI and robotics in the European restaurant sector: Assessing potentials for process innovation in a high-contact service industry," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(3), pages 529-551, September.
    8. Sewoong Hwang & Jonghyuk Kim, 2021. "Toward a Chatbot for Financial Sustainability," Sustainability, MDPI, vol. 13(6), pages 1-18, March.
    9. Santi Isnaini & Afif Ikhwanul Muslimin, 2024. "The Role of AI in Enhancing Marketing Communication: Implications for Policy and Development in Indonesian Higher Education," Studies in Media and Communication, Redfame publishing, vol. 12(4), pages 10-16, December.
    10. Martin Adam & Konstantin Roethke & Alexander Benlian, 2022. "Gamblified digital product offerings: an experimental study of loot box menu designs," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 971-986, June.
    11. Adam, Martin & Röthke, Konstantin & Benlian, Alexander, 2022. "Gamblified digital product offerings: an experimental study of loot box menu designs," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 127115, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    12. Ulrich Gnewuch & Stefan Morana & Marc T. P. Adam & Alexander Maedche, 2022. "Opposing Effects of Response Time in Human–Chatbot Interaction," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 64(6), pages 773-791, December.
    13. Babu George & Anupama Peter Mattathil, 2025. "Empowering African American Tourism Entrepreneurs with Generative AI: Bridging Innovation and Cultural Heritage," Societies, MDPI, vol. 15(2), pages 1-19, February.
    14. Chong, Terrence & Yu, Ting & Keeling, Debbie Isobel & de Ruyter, Ko, 2021. "AI-chatbots on the services frontline addressing the challenges and opportunities of agency," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    15. Olivia Hornung & Stefan Smolnik, 2022. "AI invading the workplace: negative emotions towards the organizational use of personal virtual assistants," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(1), pages 123-138, March.
    16. Isaac Owusu Asante & Yushi Jiang & Xiao Luo, 2023. "Does it matter how I stream? Comparative analysis of livestreaming marketing formats on Amazon Live," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-12, December.
    17. Murtaza, Zara & Sharma, Isha & Carbonell, Pilar, 2024. "Examining chatbot usage intention in a service encounter: Role of task complexity, communication style, and brand personality," Technological Forecasting and Social Change, Elsevier, vol. 209(C).
    18. Wallbach, Sören & Lehner, Roland & Röthke, Konstantin & Elbert, Ralf & Benlian, Alexander, 2020. "Trust-Building Effects of Blockchain Features – An Empirical Analysis of Immutability, Traceability and Anonymity," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 120705, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    19. Thai Ha Nguyen & Lena Waizenegger & Angsana A. Techatassanasoontorn, 2022. "“Don’t Neglect the User!” – Identifying Types of Human-Chatbot Interactions and their Associated Characteristics," Information Systems Frontiers, Springer, vol. 24(3), pages 797-838, June.
    20. 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).
    21. Christian T. Elbaek & Ifeatu Uzodinma & Zilia Ismagilova & Panagiotis Mitkidis, 2022. "Suppetia ex machina: How can AI technologies aid financial decision-making of people with low socioeconomic status?," Journal of Behavioral Economics for Policy, Society for the Advancement of Behavioral Economics (SABE), vol. 6(S1), pages 49-57, July.
    22. Ji Wu & Zhiqiang (Eric) Zheng & J. Leon Zhao, 2021. "FairPlay: Detecting and Deterring Online Customer Misbehavior," Information Systems Research, INFORMS, vol. 32(4), pages 1323-1346, December.
    23. Scott Thiebes & Sebastian Lins & Ali Sunyaev, 2021. "Trustworthy artificial intelligence," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(2), pages 447-464, June.
    24. Adam, Martin & Roethke, Konstantin & Benlian, Alexander, 2024. "Gamblified digital product offerings: an experimental study of loot box menu designs," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 144177, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    25. Ha-Won Jang & Soo-Bum Lee, 2021. "The Relationship between Contact-Free Services, Social and Personal Norms, and Customers’ Behavior for the Sustainable Management of the Restaurant Industry," Sustainability, MDPI, vol. 13(17), pages 1-14, September.

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