Can AI chatbots help retain customers? An integrative perspective using affordance theory and service-domain logic
學年 112
學期 1
出版（發表）日期 2023-10-18
作品名稱 Can AI chatbots help retain customers? An integrative perspective using affordance theory and service-domain logic
作品名稱（其他語言）
著者 Fang, Yu-hui
單位
出版者
著錄名稱、卷期、頁數 Technological Forecasting and Social Change 197,　122921
摘要 Chatbots' role in service contexts is changing to ensure better connectedness with customers in the digital marketing era. Thus, developing an understanding of how to enhance user perceptions and behaviors through interface design has become crucial. Using affordance theory and service-dominant logic as theoretical lenses, this study examines how chatbot affordances affect consumers' continuance intention through value-in-use. Data collected from 405 chatbot users of selected banks were analyzed using structural equation modeling. The results reveal that chatbot affordances positively influence personalization and experience. Furthermore, personalization influences switching costs and psychological ownership, whereas experience affects psychological ownership. Moreover, switching costs affect continuance intention through inattentiveness to alternatives. Finally, psychological ownership influences customer citizenship behavior, which impacts continuance intention.
關鍵字 Affordance theory;Service dominant logic;Personalization;Experience;Relationship
語言 en
ISSN 1873-5509
期刊性質 國外
收錄於 SSCI
產學合作
通訊作者 Fang, Yu-hui
審稿制度 是
國別 USA
公開徵稿
出版型式 ,電子版,紙本
相關連結

機構典藏連結 ( http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/124816 )

SDGS 尊嚴就業與經濟發展