Will artificial intelligence replace human customer service? The impact of communication quality and privacy risks on adoption intention

Citations

Cited by:

1. Wang, Bin & Xie, Fengyuan & Kandampully, Jay & Wang, Jin, 2022. "Increase hedonic products purchase intention through livestreaming: The mediating effects of mental imagery quality and customer trust," Journal of Retailing and Consumer Services, Elsevier, vol. 69(C).
2. 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).
3. Behera, Rajat Kumar & Bala, Pradip Kumar & Rana, Nripendra P., 2024. "Assessing the intention to adopt computational intelligence in interactive marketing," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
4. Song, Mengmeng & Zhang, Huixian & Xing, Xinyu & Duan, Yucong, 2023. "Appreciation vs. apology: Research on the influence mechanism of chatbot service recovery based on politeness theory," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
5. Liu, Nicole Tsz Yeung & Kirshner, Samuel N. & Lim, Eric T.K., 2023. "Is algorithm aversion WEIRD? A cross-country comparison of individual-differences and algorithm aversion," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
6. Li, Sixian & Peluso, Alessandro M. & Duan, Jinyun, 2023. "Why do we prefer humans to artificial intelligence in telemarketing? A mind perception explanation," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
7. Poushneh, Atieh & Vasquez-Parraga, Arturo & Gearhart, Richard S., 2024. "The effect of empathetic response and consumers’ narcissism in voice-based artificial intelligence," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
8. Wang, Liping & Chen, Longjun & Li, Chuang, 2024. "Research on strategies for improving green product consumption sentiment from the perspective of big data," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
9. 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).
10. Park, Junsung & Yoo, Joon Woo & Cho, Youngju & Park, Heejun, 2023. "Examining the impact of service robot communication styles on customer intimacy following service failure," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
11. Rohit, Kumar & Shankar, Amit & Katiyar, Gagan & Mehrotra, Ankit & Alzeiby, Ebtesam Abdullah, 2024. "Consumer engagement in chatbots and voicebots. A multiple-experiment approach in online retailing context," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
12. Alzaidi, Maram Saeed & Agag, Gomaa, 2022. "The role of trust and privacy concerns in using social media for e-retail services: The moderating role of COVID-19," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
13. Roy, Sanjit K. & Singh, Gaganpreet & Sadeque, Saalem & Gruner, Richard L., 2024. "Customer experience quality with social robots: Does trust matter?," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
14. Li, Meichan & Wang, Rui, 2023. "Chatbots in e-commerce: The effect of chatbot language style on customers’ continuance usage intention and attitude toward brand," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
15. Sajid, Muhammed & Zakkariya, K.A. & Suki, Norazah Mohd & Islam, Jamid Ul, 2024. "When going green goes wrong: The effects of greenwashing on brand avoidance and negative word-of-mouth," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
16. Kim, Hyojung & Park, Minjung, 2024. "When digital celebrity talks to you: How human-like virtual influencers satisfy consumer's experience through social presence on social media endorsements," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
17. Xu, Ying & Niu, Nan & Zhao, Zixiang, 2023. "Dissecting the mixed effects of human-customer service chatbot interaction on customer satisfaction: An explanation from temporal and conversational cues," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
18. 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).
19. Luo, Yingyu & Zhou, Li & Huang, Jing & Wang, Xiaoxin & Sun, Rui & Zhu, Guowei, 2023. "Platform perspective verse user perspective: The role of expression perspective in privacy disclosure," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
20. Yao, Qi & Hu, Chao & Zhou, Wenkai, 2024. "The impact of customer privacy concerns on service robot adoption intentions: A credence/experience service typology perspective," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
21. Kirshner, Samuel N., 2024. "GPT and CLT: The impact of ChatGPT's level of abstraction on consumer recommendations," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
22. Wang, Cuicui & Li, Yiyang & Fu, Weizhong & Jin, Jia, 2023. "Whether to trust chatbots: Applying the event-related approach to understand consumers’ emotional experiences in interactions with chatbots in e-commerce," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
23. Alrawad, Mahmaod & Lutfi, Abdalwali & Alyatama, Sundus & Al Khattab, Adel & Alsoboa, Sliman S. & Almaiah, Mohammed Amin & Ramadan, Mujtaba Hashim & Arafa, Hussin Mostafa & Ahmed, Nazar Ali & Alsyouf, , 2023. "Assessing customers perception of online shopping risks: A structural equation modeling–based multigroup analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
24. 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).
25. Kamoonpuri, Sana Zehra & Sengar, Anita, 2023. "Hi, May AI help you? An analysis of the barriers impeding the implementation and use of artificial intelligence-enabled virtual assistants in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
26. James Lappeman & Siddeeqah Marlie & Tamryn Johnson & Sloane Poggenpoel, 2023. "Trust and digital privacy: willingness to disclose personal information to banking chatbot services," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(2), pages 337-357, June.
27. Chen, Liuyan & Wu, Pengkun & Dou, Yudan & Wu, Yuanyuan, 2023. "Investigating senders’ switching intention to smart lockers: An extension of push-pull-mooring model," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
28. Jaeyoung Jang & Beomsoo Kim, 2022. "The Impact of Potential Risks on the Use of Exploitable Online Communities: The Case of South Korean Cyber-Security Communities," Sustainability, MDPI, vol. 14(8), pages 1-16, April.
29. Swaraj S. Bharti & Kanika Prasad & Shwati Sudha & Vineeta Kumari, 2023. "Customer acceptability towards AI-enabled digital banking: a PLS-SEM approach," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(4), pages 779-793, December.
30. Min Qin & Wei Zhu & Shiyue Zhao & Yu Zhao, 2022. "Is Artificial Intelligence Better than Manpower? The Effects of Different Types of Online Customer Services on Customer Purchase Intentions," Sustainability, MDPI, vol. 14(7), pages 1-18, March.