期刊論文
| 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 | Chia-Ying Li , Yu-Hui Fang , Yu-Hung Chiang |
| 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 ) |