Cheng, Yang

How do AI-driven chatbots impact user experience? Examining gratifications, perceived privacy risk, satisfaction, loyalty, and continued use

Cheng, Y., & Jiang, H. (2020) · Journal of Broadcasting & Electronic Media

AI in Service InteractionsCustomer Service Quality and Loyalty

Cited by 469

AI-powered chatbot communication with customers: Dialogic interactions, satisfaction, engagement, and customer behavior

Jiang, H., Cheng, Y., Yang, J., & Gao, S. (2022) · Computers in Human Behavior

AI in Service InteractionsDigital Marketing and Social Media

Cited by 362

Social network service use on mobile devices: An examination of gratifications, civic attitudes and civic engagement in China

Cheng, Y., Liang, J., & Leung, L. (2015) · New Media & Society

Social Media and PoliticsMedia and Digital Communication

Cited by 129

Encountering misinformation online: antecedents of trust and distrust and their impact on the intensity of Facebook use

Cheng, Y., & Chen, Z. F. (2021) · Online Information Review

Misinformation and Its ImpactsPrivacy, Security, and Data Protection

Cited by 45