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Prakash AV, Joshi A, Nim S, Das S. Determinants and consequences of trust in AI-based customer service chatbots. SERVICE INDUSTRIES JOURNAL 2023. [DOI: 10.1080/02642069.2023.2166493] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 03/12/2023]
Affiliation(s)
- Ashish Viswanath Prakash
- Information Systems and Analytics Area, Indian Institute of Management Tiruchirappalli, Tiruchirappalli, India
| | - Arun Joshi
- Vinod Gupta School of Management, IIT Kharagpur, Kharagpur, India
- International School of Business and Media, Pune, India
| | | | - Saini Das
- Vinod Gupta School of Management, IIT Kharagpur, Kharagpur, India
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Forgas-Coll S, Huertas-Garcia R, Andriella A, Alenyà G. Social robot-delivered customer-facing services: an assessment of the experience. SERVICE INDUSTRIES JOURNAL 2023. [DOI: 10.1080/02642069.2022.2163995] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 01/30/2023]
Affiliation(s)
| | | | | | - Guillem Alenyà
- Institut de Robòtica i Informàtica Industrial CSIC-UPC, Barcelona, Spain
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Aw ECX, Zha T, Chuah SHW. My new financial companion! non-linear understanding of Robo-advisory service acceptance. SERVICE INDUSTRIES JOURNAL 2023. [DOI: 10.1080/02642069.2022.2161528] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 01/20/2023]
Affiliation(s)
- Eugene Cheng-Xi Aw
- UCSI Graduate Business School, UCSI University, Kuala Lumpur, Malaysia
- Iqra University, Karachi, Pakistan
| | - Tao Zha
- UCSI Graduate Business School, UCSI University, Kuala Lumpur, Malaysia
| | - Stephanie Hui-Wen Chuah
- School of Hospitality, Tourism and Events, Taylor's University, Subang Jaya, Malaysia
- Centre for Research and Innovation in Tourism (CRiT), Taylor’s University, Subang Jaya, Malaysia
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Hyun Y, Hlee S, Park J, Chang Y. Discovering meaningful engagement through interaction between customers and service robots. SERVICE INDUSTRIES JOURNAL 2022. [DOI: 10.1080/02642069.2022.2088738] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/16/2022]
Affiliation(s)
- Youyung Hyun
- Department of Global and Interdisciplinary Studies, Hosei University, Tokyo, Japan
| | - Sunyoung Hlee
- School of Management and Economics, Beijing Institute of Technology, Beijing, People’s Republic of China
| | - Jaehyun Park
- Department of Design and Architecture, Kyoto Institute of Technology, Kyoto, Japan
| | - Younghoon Chang
- School of Management and Economics, Beijing Institute of Technology, Beijing, People’s Republic of China
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