| Reference: | LINE(2021 年 11 月 18 日)。2021 LINE CONVERGE 行銷年會-TO THE NEXT
BIZ[上集] 面對行銷兩大挑戰:數據追蹤，與疫共存 LINE邁向行銷新常態: 科技+影音 首度宣布 2022 關鍵字:DATA，AI，OMO，VIDEO，LINE。https://linecorp.com/zh-hant/pr/news/zh-hant/2021/4000
王宏仁(2017 年 4 月 23 日)。【專家剖析】Chatbot 三大技術關鍵與最新研究方向，iThome。https://www.ithome.com.tw/news/113445
周恩頤 & 許文錦(2021)。聊天機器人探究對話式服務體驗: 認知負荷觀 點. 管理評論, 40(1), 21-46.
陳新豐(2014)。結構方程模式 Mplus 的應用(第一版)。心裡出版社。 陳彥妤(2018)。探討聊天機器人的信任轉移及對使用者網路再購意圖之影響。國立中山大學資訊管理學系碩士班碩士論文，1-65.
許芳瑀(2020)。 虛擬參考資訊服務革新—對話服務平台之比較研究。臺灣師
範大學圖書資訊學研究所學位論文，1-93.
楊雅婷(2018)。OTT 影音平台的使用者研究: 以整合科技接受與資訊系統成
功模式探討行為意圖與付費意願。政治大學傳播學院傳播碩士學位學程學位
論文，1-92.
Agichtein, E., Hakkani-T€ur, D., Kallumadi, S. and Malmasi, S. (2020),“ConvERSe’20: the WSDM 2020 workshop on conversational systems for e- commerce recommendations and search”, Proceedings of the 13th International Conference on Web Search and Data Mining, pp. 897-898.
Araujo, T. (2018). Living up to the chatbot hype: The influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions. Computers in Human Behavior, 85, 183-189.
Ashraf, R. U., Hou, F., & Ahmad, W. (2019). Understanding continuance intention to use social media in China: The roles of personality drivers, hedonic value, and utilitarian value. International Journal of Human–Computer Interaction, 35(13), 1216-1228.
Atwal, G., & Williams, A. (2017). Luxury brand marketing–the experience is everything!. In Advances in luxury brand management (pp. 43-57). Palgrave Macmillan, Cham.
Avlonitis, G. J., & Panagopoulos, N. G. (2005). Antecedents and consequences of CRM technology acceptance in the sales force.Industrial marketing management, 34(4), 355-368.
Balasudarsun, N. L., Sathish, M., & Gowtham, K. (2018). Optimal ways for companies to use Facebook messenger chatbot as a marketing communication channel. Asian Journal of Business Research, 8(2), 1-17.
Barry, B. and Crant, J.M. (2000), “Dyadic communication relationships in organizations: an attribution/expectancy approach”, Organization Science, 11(6), pp. 648-664.
Bedué, P. (2020). Just fun and games? Utilitarian and hedonic chatbot perceptions and their role for continuance intentions. In International Conference on Business Information Systems (pp. 291-306). Springer, Cham.
Behera, R. K., Bala, P. K., & Ray, A. (2021). Cognitive Chatbot for personalised contextual customer service: Behind the scene and beyond the hype. Information Systems Frontiers, 1-21.
Bilgihan, A., Kandampully, J., & Zhang, T. C. (2016). Towards a unified customer experience in online shopping environments: Antecedents and outcomes. International Journal of Quality and Service Sciences.
Bleier, A., Harmeling, C. M., & Palmatier, R. W. (2019). Creating effective online customer experiences. Journal of marketing, 83(2), 98-119.
Brandtzaeg, P. B., & Følstad, A. (2017). Why people use chatbots. In International conference on internet science (pp. 377-392). Springer, Cham.
Chang, Y. W., & Chen, J. (2021). What motivates customers to shop in smart shops? The impacts of smart technology and technology readiness. Journal of Retailing and Consumer Services, 58, 102325.
Chen, J. S., Tran-Thien-Y, L., & Florence, D. (2021). Usability and responsiveness of artificial intelligence chatbot on online customer experience in e- retailing. International Journal of Retail & Distribution Management, 49(11), 1512-1531.
Cheng, Y., & Jiang, H. (2021). Customer–brand relationship in the era of artificial intelligence: understanding the role of chatbot marketing efforts. Journal of Product & Brand Management, 31(2),252-264.
Childers, T. L., Carr, C. L., Peck, J., & Carson, S. (2001). Hedonic and utilitarian motivations for online retail shopping behavior. Journal of retailing, 77(4), 511- 535.
Chiu, H. C., Hsieh, Y. C., Li, Y. C., & Lee, M. (2005). Relationship marketing and consumer switching behavior. Journal of Business Research, 58(12), 1681-1689.
Choi, J., Seol, H., Lee, S., Cho, H., & Park, Y. (2008). Customer satisfaction factors of mobile commerce in Korea. Internet research, 18(3), 313-335.
Choi, E., Ko, E., & Kim, A. J. (2016). Explaining and predicting purchase intentions following luxury-fashion brand value co-creation encounters. Journal of Business Research, 69(12), 5827-5832.
Chung, M., Ko, E., Joung, H., & Kim, S. J. (2020). Chatbot e-service and customer satisfaction regarding luxury brands. Journal of Business Research, 117, 587-595.
Cruz-Cárdenas, J., Guadalupe-Lanas, J., Ramos-Galarza, C., & Palacio-Fierro, A. (2021). Drivers of technology readiness and motivations for consumption in explaining the tendency of consumers to use technology-based services. Journal of Business Research, 122, 217-225.
Dabholkar, P. A. (1996). Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service quality. International Journal of research in Marketing, 13(1), 29-51.
Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology: A comparison of two theoretical models. Management science, 35(8), 982-1003.
DeLone, W.H. and McLean, E.R. (2004), “Measuring e-commerce success: applying the DeLone and McLean information systems success model”, International Journal of Electronic Commerce, 9(1), pp. 31-47.
Edwards, C., Edwards, A., Spence, P. R., & Shelton, A. K. (2014). Is that a bot running the social media feed? Testing the differences in perceptions of communication quality for a human agent and a bot agent on Twitter. Computers in Human Behavior, 33, 372–376
Epley, N., Waytz, A., & Cacioppo, J. (2007). On seeing human: a three-factor theory of anthropomorphism. Psychological review, 114(4), 864-86.
Eren, B. A. (2021). Determinants of customer satisfaction in chatbot use: evidence from a banking application in Turkey. International Journal of Bank Marketing.
Etemad-Sajadi, R., & Ghachem, L. (2015). The impact of hedonic and utilitarian value of online avatars on e-service quality. Computers in Human Behavior, 52, 81-86.
Finstad, K. (2010). The Usability Metric for User Experience. Interacting with
Computers, 22(5), 323–327. https://doi.org/10.1016/j.intcom.2010.04.004
Flavian, C., Guinal?ıu, M. and Gurrea, R. (2006), “The role played by perceived usability, satisfaction and consumer trust on website loyalty”, Information and Management, 43(1), 1-14.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 18(1), 39-50.
Følstad, A., Nordheim, C. B., & Bjørkli, C. A. (2018). What makes users trust a chatbot for customer service? An exploratory interview study. In International conference on internet science (pp. 194-208). Springer, Cham.
Frow, P., & Payne, A. (2007). Towards the ‘perfect’customer experience. Journal of Brand Management, 15(2), 89-101.
Gao, L., Waechter, K. A., & Bai, X. (2015). Understanding consumers’ continuance intention towards mobile purchase: A theoretical framework and empirical study– A case of China. Computers in Human Behavior, 53, 249-262.
Gao, L., & Waechter, K. A. (2017). Examining the role of initial trust in user adoption of mobile payment services: an empirical investigation. Information Systems Frontiers, 19(3), 525-548.
Gentile, C., Spiller, N., & Noci, G. (2007). How to sustain the customer experience:An overview of experience components that co-create value with the customer. European management journal, 25(5), 395-410.
Gnewuch, U., Morana, S., Adam, M. T., & Maedche, A. (2018). Faster is not always better: understanding the effect of dynamic response delays in human-chatbot interaction. In26th European Conference on Information Systems: Beyond Digitization-Facets of Socio-Technical Change, ECIS 2018, Portsmouth, UK, June 23-28, 2018. Ed.: U. Frank (p. 143975).
Godey, B., Manthiou, A., Pederzoli, D., Rokka, J., Aiello, G., Donvito, R., & Singh,
R. (2016). Social media marketing efforts of luxury brands: Influence on brand
equity and consumer behavior. Journal of business research, 69(12), 5833-5841. Go, E., & Sundar, S. S. (2019). Humanizing chatbots: The effects of visual, identity and conversational cues on humanness perceptions. Computers in Human Behavior, 97, 304-316.
Guo, X., Ling, K. C., & Liu, M. (2012). Evaluating factors influencing consumer
satisfaction towards online shopping in China. Asian Social Science, 8(13), 40. Gnewuch, U., Morana, S., Adam, M., & Maedche, A. (2018). Faster is not always better:understanding the effect of dynamic response delays in human-chatbot interaction. Hagberg, J., Sundstrom, M., & Egels-Zandén, N. (2016). The digitalization of retailing: an exploratory framework.International Journal of Retail & Distribution Management.
Han, M. C. (2021). The impact of anthropomorphism on consumers’ purchase
decision in chatbot commerce. Journal of Internet Commerce, 20(1), 46-65.
Hau, Y. S., Kim, G., & Kim, B. (2012). Antecedents of user satisfaction in the context of mobile data services: the moderating role of variety and rate of usage.International Journal of Mobile Communications, 10(6), 617-636. Hoffman, D. L., & Novak, T. P. (2009). Flow online: lessons learned and future
prospects. Journal of interactive marketing, 23(1), 2.
Holbrook, M. B., & Hirschman, E. C. (1982). The experiential aspects of
consumption: Consumer fantasies, feelings, and fun.Journal of consumer
research, 9(2), 132-140.
Holzwarth, M., Janiszewski, C., & Neumann, M. M. (2006). The influence of avatars on online consumer shopping behavior. Journal of marketing, 70(4), 19-36. Hornbæk, K. (2006). Current practice in measuring usability: Challenges to usability studies and research. International journal of human-computer studies, 64(2), 79-102.
Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural equation modeling: a multidisciplinary journal, 6(1), 1-55.
Hu, T., Xu, A., Liu, Z., You, Q., Guo, Y., Sinha, V., Luo, J, & Akkiraju, R. (2018).
Touch your heart: A tone-aware chatbot for customer care on social media. In Proceedings of the 2018 CHI conference on human factors in computing systems (pp. 1-12).
Huang, A. H., Yen, D. C., & Zhang, X. (2008). Exploring the potential effects of emoticons. Information & Management, 45(7), 466-473.
Huang, M.H. and Rust, R.T. (2021), “Engaged to a robot? The role of AI in service”, Journal of Service Research, 24(1), pp. 30-41.
Insider Intelligence. (2021). Chatbot market in 2021: Stats, trends, and companies in the growing AI chatbot industry. Retrieved Febraury 9, 2021, from https://www.businessinsider.com/chatbot-market-stats-trends
Islam, Md. A., Khadem, M.M.R.K. and Alauddin, Md. (2011), “An empirical assessment of the relationship between service quality and customer satisfaction in fashion house”, Proceedings of the 2011 International Conference on Industrial Engineering and Operations Management, pp. 201-206.
ISO, 1998. Ergonomic requirements for office work with visual display terminals (VDTs)-Part 11: guidance on usability—Part 11: guidance on usability (ISO 9241- 11:1998).
Jeong, H. J., & Kim, J. (2021). Human-like versus me-like brands in corporate social responsibility: the effectiveness of brand anthropomorphism on social perceptions and buying pleasure of brands. Journal of Brand Management, 28(1), 32-47. 53
Jiang, L. A., Yang, Z., & Jun, M. (2013). Measuring consumer perceptions of online shopping convenience. Journal of Service management, 24(2), 191-214.
Kambiz, H. H., & Saber, P. R. (2013). Investigation of the effects of hedonic value and utilitarian value on customer satisfaction and behavioural intentions. African Journal of business management, 7(11), 818-825.
Khan R, Das A. (2018). Build Better Chatbots: A complete guide to getting started with chatbots, California: Apress.
Kiesler, S., Powers, A., Fussell, S. R., & Torrey, C. (2008). Anthropomorphic interactions with a robot and robot–like agent. Social Cognition, 26(2), 169-181.
Kim, C., Mirusmonov, M., & Lee, I. (2010). An empirical examination of factors influencing the intention to use mobile payment.Computers in human behavior, 26(3), 310-322.
Kimbarovsky, R. (2020). Facebook Messenger Chatbot Marketing: The Definitive Guide (2021). Retrieved January 14, 2020, from https://www.crowdspring.com/blog/facebook-messenger-marketing- guide/#whatisit
Klaus, P. (2013). The case of Amazon. com: towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT). Journal of Services Marketing, 27(6), 443-457.
Kleijnen, M., Wetzels, M., & De Ruyter, K. (2004). Consumer acceptance of wireless finance. Journal of financial services marketing, 8(3), 206-217.
Komulainen, H., & Saraniemi, S. (2019). Customer centricity in mobile banking: a customer experience perspective. International Journal of Bank Marketing.
Kraus, D., Reibenspiess, V., & Eckhardt, A. (2019). How voice can change customer satisfaction: a comparative analysis between e-commerce and voice commerce. 14th International Conference on Wirtschaftsinformatik. Siegen, Germany.
Kuo, Y. L. (2013). Technology readiness as moderator for construction company performance. Industrial Management & Data Systems, 113(4), 558-572.
Lee, C. H., & Wu, J. J. (2017). Consumer online flow experience: The relationship between utilitarian and hedonic value, satisfaction and unplanned purchase. Industrial Management & Data Systems.
Lee, K. M., Peng, W., Jin, S. A., & Yan, C. (2006). Can robots manifest personality?: An empirical test of personality recognition, social responses, and social presence in human–robot interaction. Journal of communication, 56(4), 754-772.
Lee, S., and J. Choi. (2017).“Enhancing User Experience with Conversational Agent for Movie Recommendation: Effects of Self-Disclosure and Reciprocity.”International Journal of Human-Computer Studies 103, 95–105.
Lee, S., & Kim, D. Y. (2018). The effect of hedonic and utilitarian values on satisfaction and loyalty of Airbnb users. International Journal of Contemporary Hospitality Management.
Li, L., Lee, K. Y., Emokpae, E., & Yang, S. B. (2021). What makes you continuously use chatbot services? Evidence from chinese online travel agencies. Electronic Markets, 31(3), 575-599.
Libai, B., Bart, Y., Gensler, S., Hofacker, C. F., Kaplan, A., Kötterheinrich, K., & Kroll, E. B. (2020). Brave new world? On AI and the management of customer relationships. Journal of Interactive Marketing, 51, 44-56.
Lin, J. C. C., & Lu, H. (2000). Towards an understanding of the behavioural intention to use a web site. International journal of information management, 20(3), 197- 208.
Lin, C.-H., Shih, H.-Y., & Sher, P. J. (2007). Integrating technology readiness into technology acceptance: The TRAM model. Psychology and Marketing, 24(7), 641–657. https://doi:10.1002/mar.20177
Liljander, V., Gillberg, F., Gummerus, J., & Van Riel, A. (2006).
Technology readiness and the evaluation and adoption of self-service technologies. Journal of Retailing and Consumer Services, 13(3), 177-191.
Liu, C., Jiang, J., Xiong, C., Yang, Y., & Ye, J. (2020). Towards Building an Intelligent Chatbot for Customer Service: Learning to Respond at the Appropriate. 26th ACM SIGKDD International Conference on Knowledge Discovery & Data Mining. Virtual event, USA.
Lin, J. C. C., & Lu, H. (2000). Towards an understanding of the behavioural intention to use a web site. International journal of information management, 20(3), 197- 208.
Lin, C. C. (2003). A critical appraisal of customer satisfaction and e- commerce. Managerial Auditing Journal, 18(3), 202-212.
Lin, J. S. C., & Hsieh, P. L. (2006). The role of technology readiness in customers` perception and adoption of self‐service technologies. International Journal of Service Industry Management.
Lloyd, A. E., Chan, R. Y., Yip, L. S., & Chan, A. (2014). Time buying and time saving: effects on service convenience and the shopping experience at the mall. Journal of services Marketing.
Lofman, B. (1991). Elements of experiential consumption: an exploratory study. ACR North American Advances, 18, 729-735.
Loiacono, E. T., Watson, R. T., & Goodhue, D. L. (2002). WebQual: A measure of website quality. Marketing theory and applications, 13(3), 432-438.
Lu, J., Wang, L., & Hayes, L. A. (2012). How do technology readiness, platform
functionality and trust influence C2C user satisfaction?. Journal of Electronic
Commerce Research, 13(1), 50.
MacInnis, D. J., & Folkes, V. S. (2017). Humanizing brands: When brands seem to be like me, part of me, and in a relationship with me. Journal of Consumer Psychology, 27(3), 355-374.
Mathwick, C., Malhotra, N., & Rigdon, E. (2001). Experiential value: conceptualization, measurement and application in the catalog and Internet
shopping environment☆. Journal of retailing, 77(1), 39-56.
McLean, G. J. (2017). Investigating the online customer experience–a B2B
perspective. Marketing Intelligence & Planning, 35(2), 657-672.
McLean, G., & Osei-Frimpong, K. (2019). Chat now... Examining the variables
influencing the use of online live chat. Technological Forecasting and Social
Change, 146, 55-67.
McLean, G., Osei-Frimpong, K., Al-Nabhani, K., & Marriott, H. (2020). Examining consumer attitudes towards retailers`m-commerce mobile applications–An initial adoption vs. continuous use perspective. Journal of Business Research, 106, 139-157.
Meuter, M.L., Bitner, M.J., Ostrom, A.L. and Brown, S.W. (2005), “Choosing among alternative service delivery modes: an investigation of customer trial of self- service technologies”, Journal of Marketing, 69(2), pp. 61-83.
Messina, C. (2016). 2016 will be the year of conversational commerce —
Chris Messina — Medium [Web log post]. Retrieved from https://medium.com/chris- messina/2016-will-be-the-yearof-conversational- commerce-1586e85e3991#.bsdskkyji
Miller, R.B., 1971. Human ease of use criteria and their tradeoffs. IBM Report TR
00.2185, 12 April. IBM Corporation, Poughkeepsie, NY.
Moriuchi, E., Landers, V. M., Colton, D., & Hair, N. (2021). Engagement with chatbots versus augmented reality interactive technology in e-commerce. Journal of Strategic Marketing, 29(5), 375-389.
Nguyen, D. T., DeWitt, T., & Russell-Bennett, R. (2012). Service convenience and social servicescape: retail vs hedonic setting. Journal of Services Marketing, 26(4), 265-277.
Nguyen, T. (2019). Potential effects of chatbot technology on customer support: A case study.
Odekerken-Schröder, G., Mennens, K., Steins, M., & Mahr, D. (2021). The service triad: an empirical study of service robots, customers and frontline employees. Journal of Service Management.
Oliver, R.L., 1980. A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17 (4), 460–469.
Ostrom, A. L., Fotheringham, D., & Bitner, M. J. (2019). Customer acceptance of AI in service encounters: understanding antecedents and consequences. In Handbook of Service Science, Volume II (pp. 77-103). Springer, Cham.
Pai, F. Y., & Huang, K. I. (2011). Applying the technology acceptance model to the introduction of healthcare information systems. Technological Forecasting and Social Change, 78(4), 650-660.
Pantano, E., & Pizzi, G. (2020). Forecasting artificial intelligence on online customer assistance: Evidence from chatbot patents analysis. Journal of Retailing and Consumer Services, 55, 102096.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: a multiple- item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Parasuraman, A. (2000). Technology Readiness Index (TRI) a multiple-item scale to measure readiness to embrace new technologies. Journal of service research, 2(4),307-320.
Parasuraman, A., & Colby, C. L. (2015). An updated and streamlined technology readiness index: TRI 2.0. Journal of service research, 18(1), 59-74.
Petre, M., Minocha, S., & Roberts, D. (2006). Usability beyond the website: an empirically-grounded e-commerce evaluation instrument for the total customer experience. Behaviour & Information Technology, 25(2), 189-203.
Pham, L., Williamson, S., Lane, P., Limbu, Y., Nguyen, P. T. H., & Coomer, T. (2020). Technology readiness and purchase intention: role of perceived value and online satisfaction in the context of luxury hotels. International Journal of Management and Decision Making, 19(1), 91-117.
PointSource, (2018). Finding Common Ground Between Consumers and Artificial Intelligence: A Closer Look at Consumers’ Current Relationship with Chatbots. Retrieved from https://digital.pointsource.com/acton/media/21911/2018- artificial-intelligence-and-chatbot-report.
Powers, A., & Kiesler, S. (2006). The advisor robot: tracing people`s mental model from a robot`s physical attributes. In Proceedings of the 1st ACM SIGCHI/SIGART conference on Human-robot interaction (pp. 218-225).
Ren, R., Castro, J. W., Acuña, S. T., & de Lara, J. (2019). Evaluation techniques for chatbot usability: A systematic mapping study. International Journal of Software Engineering and Knowledge Engineering, 29(11n12), 1673-1702.
Rese, A., Ganster, L., & Baier, D. (2020). Chatbots in retailers’ customer communication: How to measure their acceptance?. Journal of Retailing and Consumer Services, 56, 102176.
Reimers, V., & Clulow, V. (2009). Retail centres: it`s time to make them convenient.International Journal of Retail & Distribution Management.
Rhim, J., Kwak, M., Gong, Y., & Gweon, G. (2022). Application of humanization to survey chatbots: Change in chatbot perception, interaction experience, and survey data quality. Computers in Human Behavior, 126, 107034.
Rios, A. E. (2016). The impact of the digital revolution in the development of market and communication strategies for the luxury sector (fashion luxury). Central European Business Review, 5(2), 17-36.
Rose, S., Clark, M., Samouel, P., & Hair, N. (2012). Online customer experience in e- retailing: an empirical model of antecedents and outcomes. Journal of
retailing, 88(2), 308-322.4
Roy, S. K., Balaji, M. S., Quazi, A., & Quaddus, M. (2018). Predictors of customer acceptance of and resistance to smart technologies in the retail sector. Journal of Retailing and Consumer Services, 42, 147-160.
Sadeddin, K. W., Serenko, A., & Hayes, J. (2007). Online shopping bots for electronic commerce: the comparison of functionality and performance. International Journal of Electronic Business, 5(6), 576. https://doi:10.1504/ijeb.2007.016472.
Schuetzler, R. M., Grimes, G. M., & Scott Giboney, J. (2020). The impact of chatbot conversational skill on engagement and perceived humanness.Journal of Management Information Systems, 37(3), 875-900.
Selamat, M. A., & Windasari, N. A. (2021). Chatbot for SMEs: Integrating customer and business owner perspectives. Technology in Society, 66, 101685.
Shackel, B. (2009). Usability–Context, framework, definition, design and evaluation. Interacting with computers, 21(5-6), 339-346.
Shafi, P. M., Jawalkar, G. S., Kadam, M. A., Ambawale, R. R., & Bankar, S. V.(2020). AI—Assisted Chatbot for E-Commerce to Address Selection of Products from Multiple Products. In Internet of Things, Smart Computing and Technology: A Roadmap Ahead (pp. 57-80). Springer, Cham.
Shang, R. A., Chen, Y. C., & Shen, L. (2005). Extrinsic versus intrinsic motivations for consumers to shop on-line. Information & management, 42(3), 401-413.
Sheehan, B., Jin, H. S., & Gottlieb, U. (2020). Customer service chatbots: Anthropomorphism and adoption. Journal of Business Research, 115, 14-24.
Shopify. (2016). Conversational Commerce Definition - What is Conversational Commerce. Retrieved from https://www.shopify.com/encyclopedia/conversationalcommerce
Sivaramakrishnan, S., Wan, F., & Tang, Z. (2007). Giving an “e-human touch” to e- tailing: The moderating roles of static information quantity and consumption motive in the effectiveness of an anthropomorphic information agent. Journal of Interactive Marketing, 21(1), 60-75.
Telner, J. (2021). Chatbot User Experience: Speed and Content Are King.
In International Conference on Applied Human Factors and Ergonomics (pp. 47- 54). Springer, Cham.
Time. In Proceedings of the 26th ACM SIGKDD International Conference on Knowledge Discovery & Data Mining (pp. 3377-3385).
Tsai, W.-H.S., Liu, Y. and Chuan, C.-H. (2021). How chatbots` social presence communication enhances consumer engagement: the mediating role of parasocial interaction and dialogue. Journal of Research in Interactive Marketing, Vol. ahead-of-print No. ahead-of-print.
Tsourela, M., & Roumeliotis, M. (2015). The moderating role of technology
readiness, gender, and sex in consumer acceptance and actual use of Technology- based services. The Journal of High Technology Management Research, 26(2), 124-136.
Ullah, S. (2012). Customer satisfaction, perceived service quality and mediating role of perceived value. International journal of marketing studies, 4(1).
Van den Broeck, E., Zarouali, B., & Poels, K. (2019). Chatbot advertising effectiveness: When does the message get through?.Computers in Human Behavior, 98, 150-157.
Venkatesh, V., & Davis, F. D. (1996). A model of the antecedents of perceived ease of use: Development and test. Decision sciences, 27(3), 451-481.
Walczuch, R., Lemmink, J., & Streukens, S. (2007). The effect of service employees’ technology readiness on technology acceptance. Information &
management, 44(2), 206-215.
Wang, W. T., & Liu, C. Y. (2005). The application of the technology acceptance model: A new way to evaluate information system success. In Proceedings of the 23rd International System Dynamics Conference(pp. 1-23). Boston, Massachusetts, USA: Massachusetts Institute of Technology.
Wang, Y., So, K. K. F., & Sparks, B. A. (2017). Technology readiness and customer satisfaction with travel technologies: A cross-country investigation. Journal of Travel Research, 56(5), 563-577.
Yi, Y., Tung, L. L., & Wu, Z. (2003). Incorporating technology readiness (TR) into TAM: are individual traits important to understand technology acceptance?. DIGIT 2003 Proceedings. 2.
Yoon, V. Y., Hostler, R. E., Guo, Z., & Guimaraes, T. (2013). Assessing the
moderating effect of consumer product knowledge and online shopping experience on using recommendation agents for customer loyalty.Decision Support Systems, 55(4), 883-893.4
Youn, S., & Jin, S. V. (2021). In AI we trust?” The effects of parasocial interaction and technopian versus luddite ideological views on chatbot-based customer relationship management in the emerging “feeling economy.Computers in Human Behavior, 119, 106721.
Yuan, C., Zhang, C., & Wang, S. (2022). Social anxiety as a moderator in consumer willingness to accept AI assistants based on utilitarian and hedonic values. Journal of Retailing and Consumer Services, 65, 102878.
Zanker, M., Bricman, M., & Jessenitschnig, M. (2011). Cost-effective development of virtual sales assistants. New directions in intelligent multimedia systems and services, 1-11.
Zhang, M., Guo, L., Hu, M., & Liu, W. (2017). Influence of customer engagement with company social networks on stickiness: Mediating effect of customer value creation. International Journal of Information Management, 37(3), 229-240. |
