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Chatbot or human? The impact of online customer service on consumers' purchase intentions
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1 of the 81 references listed on this page is in the Retraction Watch database as retracted (export 2026-11-11): 10.1016/j.jesp.2009.10.001 (notice 2013-01-08).
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What this work says
Outgoing claims: the papers this work cites, builds on, or argues with.
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inferredcites →https://doi.org/10.1016/j.chb.2019.05.009openalex-snapshot
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inferredcites →https://doi.org/10.1016/j.chb.2022.107415openalex-snapshot
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inferredcites →https://doi.org/10.1016/j.elerap.2022.101199openalex-snapshot
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inferredcites →https://doi.org/10.1016/j.ijhcs.2022.102788openalex-snapshot
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inferredcites →https://doi.org/10.1016/j.ijresmar.2019.11.003openalex-snapshot
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inferredcites →https://doi.org/10.1016/j.im.2017.10.003openalex-snapshot
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inferredcites →https://doi.org/10.1016/j.jbusres.2020.04.030openalex-snapshot
Customer service chatbots: Anthropomorphism and adoption
inferredcites →https://doi.org/10.1016/j.jbusres.2020.10.042openalex-snapshot
Artificial intelligence and robotics: Shaking up the business world and society at large
inferredcites →https://doi.org/10.1016/j.jbusres.2021.08.016openalex-snapshot
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inferredcites →https://doi.org/10.1016/j.jbusres.2021.12.037openalex-snapshot
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inferredcites →https://doi.org/10.1016/j.jbusres.2022.06.044openalex-snapshot
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inferredcites →https://doi.org/10.1016/j.jesp.2009.10.001openalex-snapshot
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inferredcites →https://doi.org/10.1016/j.jretconser.2014.02.002openalex-snapshot
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inferredcites →https://doi.org/10.1016/j.jretconser.2019.102021openalex-snapshot
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inferredcites →https://doi.org/10.1016/j.jretconser.2022.102994openalex-snapshot
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inferredcites →https://doi.org/10.1016/j.jretconser.2022.102999openalex-snapshot
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inferredcites →https://doi.org/10.1016/j.jretconser.2022.103002openalex-snapshot
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inferredcites →https://doi.org/10.1016/j.jretconser.2022.103059openalex-snapshot
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inferredcites →https://doi.org/10.1016/j.jretconser.2022.103082openalex-snapshot
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inferredcites →https://doi.org/10.1016/j.jretconser.2023.103264openalex-snapshot
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inferredcites →https://doi.org/10.1016/j.techfore.2021.121292openalex-snapshot
Conversational commerce: Do biased choices offered by voice assistants’ technology constrain its appropriation?
inferredcites →https://doi.org/10.1016/j.techfore.2022.121711openalex-snapshot
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inferredcites →https://doi.org/10.1016/j.techsoc.2023.102244openalex-snapshot
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inferredcites →https://doi.org/10.1016/s0022-4359(99)80002-5openalex-snapshot
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inferredcites →https://doi.org/10.1016/s0148-2963(97)00062-3openalex-snapshot
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inferredcites →https://doi.org/10.1080/02642069.2019.1672666openalex-snapshot
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inferredcites →https://doi.org/10.1080/02642069.2021.1989177openalex-snapshot
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inferredcites →https://doi.org/10.1080/0267257x.2019.1706306openalex-snapshot
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inferredcites →https://doi.org/10.1080/0269993004200141openalex-snapshot
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inferredcites →https://doi.org/10.1080/0965254x.2020.1740766openalex-snapshot
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inferredcites →https://doi.org/10.1086/209209openalex-snapshot
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inferredcites →https://doi.org/10.1086/209335openalex-snapshot
Category-Based Applications and Extensions in Advertising: Motivating More Extensive Ad Processing
inferredcites →https://doi.org/10.1108/09604520610639955openalex-snapshot
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inferredcites →https://doi.org/10.1108/josm-04-2018-0119openalex-snapshot
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inferredcites →https://doi.org/10.1108/jsm-01-2019-0047openalex-snapshot
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inferredcites →https://doi.org/10.1111/ijcs.12849openalex-snapshot
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inferredcites →https://doi.org/10.1126/science.1134475openalex-snapshot
Dimensions of Mind Perception
inferredcites →https://doi.org/10.1177/0022242920957347openalex-snapshot
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inferredcites →https://doi.org/10.1177/002224299005400206openalex-snapshot
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inferredcites →https://doi.org/10.1177/0092070303257856openalex-snapshot
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inferredcites →https://doi.org/10.1177/0767370114552937openalex-snapshot
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inferredcites →https://doi.org/10.1177/0893318999132007openalex-snapshot
Motivation to Reduce Uncertainty
inferredcites →https://doi.org/10.1177/1088868309341564openalex-snapshot
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inferredcites →https://doi.org/10.1177/1094670519878881openalex-snapshot
Robotics for Customer Service: A Useful Complement or an Ultimate Substitute?
inferredcites →https://doi.org/10.1177/1094670520933354openalex-snapshot
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inferredcites →https://doi.org/10.1177/10949968221087259openalex-snapshot
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inferredcites →https://doi.org/10.1509/jmkg.73.2.55openalex-snapshot
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inferredcites →https://doi.org/10.53841/bpsspr.2012.14.2.29openalex-snapshot
Cognitive Consistency: A Fundamental Principle in Social Cognition
inferredcites →https://doi.org/10.5860/crl_29_03_178openalex-snapshot
Question-Negotiation and Information Seeking in Libraries
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Incoming claims: where this work appears in other papers’ reference lists and arguments.
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inferred← citeshttps://doi.org/10.1002/mar.21882openalex-snapshot
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inferred← citeshttps://doi.org/10.1002/mar.22215openalex-snapshot
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Artificial Intelligence in Digital Marketing: Insights from a Comprehensive Review
inferred← citeshttps://doi.org/10.3390/jtaer20020101openalex-snapshot
Is Customer Service Innovation Always Preferable? The Impact of AI Technology on an Online Retailer’s Customer Service Decision
inferred← citeshttps://doi.org/10.3390/jtaer20030237openalex-snapshot
Influence of Goal-Framing Type and Product Type on Consumer Decision-Making: Dual Evidence from Behavior and Eye Movement
inferred← citeshttps://doi.org/10.3390/jtaer20040341openalex-snapshot
When AI Chatbots Ask for Donations: The Construal Level Contingency of AI Persuasion Effectiveness in Charity Human–Chatbot Interaction
inferred← citeshttps://doi.org/10.3390/jtaer21030097openalex-snapshot
AI-Powered Customer Service in Online Retail: Product-Type Differences, Information Asymmetry, and Seller Interventions
inferred← citeshttps://doi.org/10.3390/jtaer21050146openalex-snapshot
Dual Customer Responses to AI Chatbots in Online Shopping: An Integrated AIDUA–SOR Framework
inferred← citeshttps://doi.org/10.3390/su18094441openalex-snapshot
Sustainable Cultural Heritage Experiences Through Spatial Augmented Reality: The Effects of Scene Interactivity on Presence, Mental Simulation, and Tourist Word-of-Mouth
inferred← citeshttps://doi.org/10.4018/979-8-3373-7704-9.ch005openalex-snapshot
Applications of AI Chatbots in Marketing and Customers' Response
inferred← citeshttps://doi.org/10.4018/jgim.391506openalex-snapshot
Consumer Service Agent and Patient Adoption Intention
inferred← citeshttps://doi.org/10.4038/cbj.v15i1.171openalex-snapshot
Navigating Behavioural Barriers to Fintech Chatbot Adoption: An Extended Innovation Resistance Theory Approach
inferred← citeshttps://doi.org/10.47134/ijsl.v5i2.360openalex-snapshot
An Exploration of University Students' Experience Using UI-UX Based E-learning Platforms: Challenges and Recommendations
inferred← citeshttps://doi.org/10.55164/ecbajournal.v18i1.278858openalex-snapshot
ปจจยทสงผลตอพฤตกรรมการใชงานเอไอแชทบอท (AI Chatbot) ของกลมผใชงานเจเนอเรชนวาย และแซด ในภาคกลางของประเทศไทย
inferred← citeshttps://doi.org/10.61838/kman.aitech.1.3.5openalex-snapshot
Experiences of Freelancers with AI and Chatbots
inferred← citeshttps://doi.org/10.70693/itphss.v2i5.21openalex-snapshot
"Nothing to be ashamed of" or "Nagging"? The Interaction Effects of Service Type and Failure Attributions on Satisfaction with Service Remediation
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