The effect of chatbots humanness and brand associations on consumer purchase intentions: an experimental approach
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Claims other papers make about this one
Each is checked against this paper’s own text: does it say what the citing paper says it does?
Lab experiments often manipulate assistant design or autonomy but measure intentions or simulated choice instead of actual checkout/payment.
“For instance, lab experiments often manipulate the design of the assistant or give them more freedom, but they measure the results as intentions or simulated choice instead of actual checkout/payment [7,8,24,38,43,52,54,63].”
From From Recommendations to Delegation: A Systematic Review Mapping Agentic AI in E-Commerce and Its Consumer Effects (2026) · cites this paper as [63]
Numerous studies exhibit robust internal validity while functioning within simulated purchasing contexts.
“Numerous studies exhibit robust internal validity while functioning within simulated purchasing contexts [7,8,24,63].”
From From Recommendations to Delegation: A Systematic Review Mapping Agentic AI in E-Commerce and Its Consumer Effects (2026) · cites this paper as [63]
In numerous studies, trust is generally assessed as a level rather than as calibration.
“and”
From From Recommendations to Delegation: A Systematic Review Mapping Agentic AI in E-Commerce and Its Consumer Effects (2026) · cites this paper as [63]
In numerous studies, delegation is derived from intentions of adoption or continuation rather than from direct observation of handoff behavior.
“In numerous studies,”
From From Recommendations to Delegation: A Systematic Review Mapping Agentic AI in E-Commerce and Its Consumer Effects (2026) · cites this paper as [63]
Cites
Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y., & Podsakoff, N. P. (2003) · Journal of Applied Psychology · doi:10.1037/0021-9010.88.5.879 · Cited by 82,194 · see citing works
Mass Communication and Para-Social Interaction
Horton, D., & Richard Wohl, R. (1956) · Psychiatry · doi:10.1080/00332747.1956.11023049 · Cited by 4,380 · see citing works
Artificial intelligence in service
Huang, M.-H., & Rust, R. T. (2018) · Journal of Service Research · doi:10.1177/1094670517752459 · Cited by 3,978 · see citing works
Go, E., & Sundar, S. S. (2019) · Computers in Human Behavior · doi:10.1016/j.chb.2019.01.020 · Cited by 1,089 · see citing works
Luo, X., Tong, S., Fang, Z., & Qu, Z. (2019) · Marketing Science · doi:10.1287/mksc.2019.1192 · Cited by 1,027 · see citing works
The impact of chatbot conversational skill on engagement and perceived humanness
Schuetzler, R. M., Grimes, G. M., & Scott Giboney, J. (2020) · Journal of Management Information Systems · doi:10.1080/07421222.2020.1790204 · Cited by 357 · see citing works
Conversational commerce: entering the next stage of AI-powered digital assistants
Balakrishnan, J., & Dwivedi, Y. K. (2024) · Annals of Operations Research · doi:10.1007/s10479-021-04049-5 · Cited by 301 · see citing works
The impact of chatbots on customer loyalty: a systematic literature review
Jenneboer, L., Herrando, C., & Constantinides, E. (2022) · Journal of Theoretical and Applied Electronic Commerce Research · doi:10.3390/jtaer17010011 · Cited by 249 · see citing works
Song, M., Zhu, Y., Xing, X., & Du, J. (2024) · Behaviour & Information Technology · doi:10.1080/0144929x.2023.2285943 · Cited by 49 · see citing works
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Balaskas, S. (2026) · Information · doi:10.3390/info17030222 · Cited by 8 · see citing works
- Authors
- Matosas-López, L.
- Affiliations
- Universidad Rey Juan Carlos (ES)
- Corresponding author
- Matosas-López, Luis
- ORCID
- Matosas-López, Luis
- Venue
- Electronic Commerce Research
- Published
- 2025-11-07
- Volume
- 26
- Issue
- 2
- Pages
- 2395-2421
- ISSN
- 1389-5753 (ISSN-L)
- 1572-9362
- OpenAlex
- W4415981272
- Cited by
- 4
- References
- 9
- Citations by year
- 2026: 4
- FWCI
- 1.60
- Type
- journal article
- Language
- en
- Open access
- closed
- Licence
- Locations
- Electronic Commerce Research (publishedVersion)
- Topics
- Physical Sciences › Computer Science › Artificial Intelligence › AI in Service Interactions
- Social Sciences › Sociology and Political Science › Digital Marketing and Social Media
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior in Brand Consumption and Identification
- Keywords
- chatbots, brand associations, purchase intention, conversational intelligence, task complexity, mediating effect, moderating effect, e-commerce, consumer behavior
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
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