Purchase intentions in a chatbot environment: An examination of the effects of customer experience
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Martínez Puertas, Sergio; Illescas Manzano, María Dolores; Segovia López, Cristina; Ribeiro Cardoso, PauloDate
2024-03-30Abstract
Research background: Chatbots represent valuable technological tools that allow companies to improve customer experiences, meet their expectations in real time, and provide them with personalized assistance. They have contributed to the transformation of conventional custom- er service models into online solutions, offering accessibility and efficiency through their integration across various digital platforms. Nevertheless, the existing literature is limited in terms of exploring the potential of chatbots in business communication and studying their impact on the customer's response.Purpose of the article: The main objective of this study is to examine how consumers perceive chatbots as customer service devices. In particular, the paper aims to analyze the influence of the dimensions of “Information”, “Entertainment”, “Media Appeal”, “Social Presence” and “Risk for Privacy” on the “Customer Experience” and the latter on the “Purchase Intention”, under the consideration of the Uses and...
Palabra/s clave
artificial intelligence tools
chatbot
customer experience
purchase intention
uses and gratifications theory
usage frequency