Cited by 510AI in Service InteractionsTechnology Use by Older AdultsSocial Robot Interaction and HRI

The DOI matches its Crossref record; 66 of the 71 references it cites were found in a registry or an index.

Should AI-Based, conversational digital assistants employ social- or task-oriented interaction style? A task-competency and reciprocity perspective for older adults

Open access

Chattaraman, Veena, Kwon, Wi-Suk, Gilbert, Juan E., Ross, Kassandra·2019·Computers in Human Behavior

DOI 10.1016/j.chb.2018.08.048

Open this paper in CoChat — free account

Integrity signals

Registry

Crossref · 10.1016/j.chb.2018.08.048

Cites

66 of 66 references verified0 citation errors · 0 not checkable

Statistics

Recomputing p-values needs the paper’s full text.

Claims the paper makes

We couldn’t retrieve this paper’s full text, so its claims and self-check weren’t run. The registry and citation checks still apply.

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?

Perceived usefulness, perceived ease of use, and user acceptance of information technology
Davis, F. D. (1989) · MIS Quarterly · doi:10.2307/249008 · Cited by 68,483
Self-efficacy: The exercise of control
Bandura, A., Freeman, W. H., & Lightsey, R. (1999) · Journal of Cognitive Psychotherapy · doi:10.1891/0889-8391.13.2.158 · Cited by 46,835
Self-efficacy: the exercise of control
(1997) · Choice Reviews Online · doi:10.5860/choice.35-1826 · Cited by 24,451
Social Cognitive Theory: An Agentic Perspective
Bandura, A. (2001) · Annual Review of Psychology · doi:10.1146/annurev.psych.52.1.1 · Cited by 15,510
Developing and validating trust measures for e-commerce: an integrative typology
McKnight, D. H., Choudhury, V., & Kacmar, C. (2002) · Information Systems Research · doi:10.1287/isre.13.3.334.81 · Cited by 5,550
The media equation: how people treat computers, television, and new media like real people and places
(1997) · Choice Reviews Online · doi:10.5860/choice.34-3702 · Cited by 4,872
Machines and Mindlessness: Social Responses to Computers
Nass, C., & Moon, Y. (2000) · Journal of Social Issues · doi:10.1111/0022-4537.00153 · Cited by 4,022
Identifying the pitfalls for social interaction in computer-supported collaborative learning environments: a review of the research
Kreijns, K., Kirschner, P. A., & Jochems, W. M. G. (2003) · Computers in Human Behavior · doi:10.1016/s0747-5632(02)00057-2 · Cited by 1,710
The Effects of Personalization and Familiarity on Trust and Adoption of Recommendation Agents1
Komiak, S. Y. X., & Benbasat, I. (2006) · MIS Quarterly · doi:10.2307/25148760 · Cited by 1,374
Intimate Exchanges: Using Computers to Elicit Self-Disclosure from Consumers
Moon, Y. (2000) · Journal of Consumer Research · doi:10.1086/209566 · Cited by 842

Show all 71 references

Research works printed but not linked: 1

Ryu, 2005, The psychometric structure of pedagogical agent persona, Technology, Instruction, Cognition and Learning, 2, 291

Sorted by citations

I, Chatbot: Modeling the determinants of users’ satisfaction and continuance intention of AI-powered service agents
Ashfaq, M., Yun, J., Yu, S., & Loureiro, S. M. C. (2020) · Telematics and Informatics · doi:10.1016/j.tele.2020.101473 · Cited by 1,200
Hey Alexa . . . examine the variables influencing the use of artificial intelligent in-home voice assistants
McLean, G., & Osei-Frimpong, K. (2019) · Computers in Human Behavior · doi:10.1016/j.chb.2019.05.009 · Cited by 762
An Emerging Theory of Avatar Marketing
Miao, F., Kozlenkova, I. V., Wang, H., Xie, T., & Palmatier, R. W. (2022) · Journal of Marketing · doi:10.1177/0022242921996646 · Cited by 688
Shopping in the digital world: Examining customer engagement through augmented reality mobile applications
McLean, G., & Wilson, A. M. (2019) · Computers in Human Behavior · doi:10.1016/j.chb.2019.07.002 · Cited by 726
The human side of human-chatbot interaction: A systematic literature review of ten years of research on text-based chatbots
Rapp, A., Curti, L., & Boldi, A. (2021) · International Journal of Human-Computer Studies · doi:10.1016/j.ijhcs.2021.102630 · Cited by 733
Understanding consumers’ acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption
Fernandes, T., & Oliveira, E. (2020) · Journal of Business Research · doi:10.1016/j.jbusres.2020.08.058 · Cited by 671
Exploring relationship development with social chatbots: A mixed-method study of replika
Pentina, I., Hancock, T., & Xie, T. (2023) · Computers in Human Behavior · doi:10.1016/j.chb.2022.107600 · Cited by 522
Alexa, she's not human but… Unveiling the drivers of consumers' trust in voice‐based artificial intelligence
Pitardi, V., & Marriott, H. R. (2021) · Psychology & Marketing · doi:10.1002/mar.21457 · Cited by 455
Anthropomorphism brings us closer: The mediating role of psychological distance in User–AI assistant interactions
Li, X., & Sung, Y. (2021) · Computers in Human Behavior · doi:10.1016/j.chb.2021.106680 · Cited by 437
Understanding the user satisfaction and loyalty of customer service chatbots
Hsu, C., & Lin, J. C. (2022) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2022.103211 · Cited by 469
Alexa, do voice assistants influence consumer brand engagement? – Examining the role of AI powered voice assistants in influencing consumer brand engagement
McLean, G., Osei-Frimpong, K., & Barhorst, J. B. (2020) · Journal of Business Research · doi:10.1016/j.jbusres.2020.11.045 · Cited by 403
Service robots: Applying social exchange theory to better understand human–robot interactions
Kim, H., So, K. K. F., & Wirtz, J. (2022) · Tourism Management · doi:10.1016/j.tourman.2022.104537 · Cited by 351
What drives students toward ChatGPT? An investigation of the factors influencing adoption and usage of ChatGPT
Tiwari, C. K., Bhat, M. A., Khan, S. T., Subramaniam, R., & Khan, M. A. I. (2024) · Interactive Technology and Smart Education · doi:10.1108/itse-04-2023-0061 · Cited by 315
Digital Engagement of Older Adults: Scoping Review
Kebede, A. S., Ozolins, L.-L., Holst, H., & Galvin, K. (2022) · Journal of Medical Internet Research · doi:10.2196/40192 · Cited by 298
Can AI artifacts influence human cognition? The effects of artificial autonomy in intelligent personal assistants
Hu, Q., Lu, Y., Pan, Z., Gong, Y. Y., & Yang, Z. (2020) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2020.102250 · Cited by 328
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
Trust me, if you can: a study on the factors that influence consumers’ purchase intention triggered by chatbots based on brain image evidence and self-reported assessments
Yen, C., & Chiang, M.-C. (2021) · Behaviour & Information Technology · doi:10.1080/0144929x.2020.1743362 · Cited by 297
Millennials' Attitude toward Chatbots: An Experimental Study in a Social Relationship Perspective
De Cicco, R., Silva, S. C., & Alparone, F. R. (2020) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-12-2019-0406 · Cited by 258
Can enterprise green technology innovation performance achieve “corner overtaking” by using artificial intelligence?—Evidence from Chinese manufacturing enterprises
Tian, H., Zhao, L., Yunfang, L., & Wei, W. (2023) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2023.122732 · Cited by 269
Anthropomorphism and customers’ willingness to use artificial intelligence service agents
Yang, Y., Liu, Y., Lv, X., Ai, J., & Li, Y. (2021) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2021.1926037 · Cited by 271
Natural Language Processing for Smart Healthcare
Zhou, B., Yang, G., Shi, Z., & Ma, S. (2022) · IEEE Reviews in Biomedical Engineering · doi:10.1109/rbme.2022.3210270 · Cited by 283
Chatbots in e-commerce: The effect of chatbot language style on customers’ continuance usage intention and attitude toward brand
Li, M., & Wang, R. (2022) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2022.103209 · Cited by 256
Alexa, what's on my shopping list? Transforming customer experience with digital voice assistants
Aw, E. C., Tan, G. W., Cham, T., Raman, R., & Ooi, K. (2022) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2022.121711 · Cited by 265
AI-chatbots on the services frontline addressing the challenges and opportunities of agency
Chong, T., Yu, T., Keeling, D. I., & de Ruyter, K. (2021) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2021.102735 · Cited by 245
Texting with Humanlike Conversational Agents: Designing for Anthropomorphism
Seeger, A.-M., University of Mannheim, G., Pfeiffer, J., Justus Liebig University Giessen, G., Heinzl, A., & University of Mannheim, G. (2021) · Journal of the Association for Information Systems · doi:10.17705/1jais.00685 · Cited by 200
Social Presence and Imagery Processing as Predictors of Chatbot Continuance Intention in Human-AI-Interaction
Jin, S. V., & Youn, S. (2023) · International Journal of Human–Computer Interaction · doi:10.1080/10447318.2022.2129277 · Cited by 201
How to leverage anthropomorphism for chatbot service interfaces: The interplay of communication style and personification
Janson, A. (2023) · Computers in Human Behavior · doi:10.1016/j.chb.2023.107954 · Cited by 187
The Acceptance of Learning Management Systems and Video Conferencing Technologies: Lessons Learned from COVID-19
Camilleri, M. A., & Camilleri, A. C. (2021) · Technology Knowledge and Learning · doi:10.1007/s10758-021-09561-y · Cited by 211
"I Like Your Suggestion!" the role of humanlikeness and parasocial relationship on the website versus voice shopper's perception of recommendations
Whang, C. H., & Im, H. (2020) · Psychology and Marketing · doi:10.1002/mar.21437 · Cited by 189
What (de) motivates customers to use AI-powered conversational agents for shopping? The extended behavioral reasoning perspective
Jan, I. U., Ji, S.-G., & Kim, C. (2023) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2023.103440 · Cited by 206
Make chatbots more adaptive: Dual pathways linking human-like cues and tailored response to trust in interactions with chatbots
Jiang, Y., Yang, X., & Zheng, T. (2022) · Computers in Human Behavior · doi:10.1016/j.chb.2022.107485 · Cited by 189
Artificial intelligent chatbots as brand promoters: a two-stage structural equation modeling-artificial neural network approach
Lee, C. T., Pan, L.-Y., & Hsieh, S. H. (2021) · Internet Research · doi:10.1108/intr-01-2021-0030 · Cited by 177
Application and extension of the UTAUT2 model for determining behavioral intention factors in use of the artificial intelligence virtual assistants
Sebastián, M. G. D. B., Guede, J. R. S., & Antonovica, A. (2022) · Frontiers in Psychology · doi:10.3389/fpsyg.2022.993935 · Cited by 180
How anthropomorphism affects trust in intelligent personal assistants
Chen, Q. Q., & Park, H. J. (2021) · Industrial Management & Data Systems · doi:10.1108/imds-12-2020-0761 · Cited by 154
Human-Centered Interaction in Virtual Worlds: A New Era of Generative Artificial Intelligence and Metaverse
Wang, Y., Wang, L., & Siau, K. L. (2024) · International Journal of Human-Computer Interaction · doi:10.1080/10447318.2024.2316376 · Cited by 163
A survey on integration of large language models with intelligent robots
Kim, Y., Kim, D., Choi, J., Park, J., Oh, N., & Park, D. (2024) · Intelligent Service Robotics · doi:10.1007/s11370-024-00550-5 · Cited by 179
The affordances of AI‐enabled automatic scoring applications on learners’ continuous learning intention: An empirical study in China
Fu, S., Hui-min, G., & Yang, B. (2020) · British Journal of Educational Technology · doi:10.1111/bjet.12995 · Cited by 165
The continuation and recommendation intention of artificial intelligence-based voice assistant systems (AIVAS): the influence of personal traits
Lee, K. Y., Sheehan, L., Lee, K. K., & Chang, Y. (2021) · Internet Research · doi:10.1108/intr-06-2020-0327 · Cited by 140
Avatars in live streaming commerce: The influence of anthropomorphism on consumers' willingness to accept virtual live streamers
Chen, H., Shao, B., Yang, X., Kang, W., & Fan, W. (2024) · Computers in Human Behavior · doi:10.1016/j.chb.2024.108216 · Cited by 146
Insights from the Job Demands–Resources Model: AI's dual impact on employees’ work and life well-being
Chuang, Y., Chiang, H.-L., & Lin, A.-P. (2025) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2025.102887 · Cited by 209
Augmented employee voice and employee engagement using artificial intelligence-enabled chatbots: a field study
Dutta, D., Mishra, S. K., & Tyagi, D. (2022) · The International Journal of Human Resource Management · doi:10.1080/09585192.2022.2085525 · Cited by 159
Designing Anthropomorphic Enterprise Conversational Agents
Diederich, S., Brendel, B., & Kolbe, L. M. (2020) · Business & Information Systems Engineering · doi:10.1007/s12599-020-00639-y · Cited by 127
How Human–Chatbot Interaction Impairs Charitable Giving: The Role of Moral Judgment
Zhou, Y., Fei, Z., He, Y., & Yang, Z. (2022) · Journal of Business Ethics · doi:10.1007/s10551-022-05045-w · Cited by 124
Investigating the moderating role of AI-enabled services on flow and awe experience
Kautish, P., & Khare, A. (2022) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2022.102519 · Cited by 128
“Alexa, let’s talk about my productivity”: The impact of digital assistants on work productivity
Marikyan, D., Papagiannidis, S., RANA, O. F., Ranjan, R. K., & Morgan, G. (2022) · Journal of Business Research · doi:10.1016/j.jbusres.2022.01.015 · Cited by 148
Digital human calls you dear: How do customers respond to virtual streamers’ social-oriented language in e-commerce livestreaming? A stereotyping perspective
Yao, R., Qi, G., Wu, Z., Sun, H., & Sheng, D. (2024) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2024.103872 · Cited by 125
The searching artificial intelligence: Consumers show less aversion to algorithm‐recommended search product
Xie, Z., Yu, Y., Zhang, J., & Chen, M. (2022) · Psychology and Marketing · doi:10.1002/mar.21706 · Cited by 125
Evolution and revolution: Personality research for the coming world of robots, artificial intelligence, and autonomous systems
Matthews, G., Hancock, P. A., Lin, J., Panganiban, A. R., Reinerman-Jones, L., Szalma, J. L., & Wohleber, R. W. (2020) · Personality and Individual Differences · doi:10.1016/j.paid.2020.109969 · Cited by 131
Using chatbots in e-retailing – how to mitigate perceived risk and enhance the flow experience
Silva, S. C. L. D. C. E., Cicco, R. D., Vlačić, B., & Elmashhara, M. G. (2022) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-05-2022-0163 · Cited by 129
The positive effect of artificial intelligence technology transparency on digital endorsers: Based on the theory of mind perception
Wang, X., & Qiu, X. (2024) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2024.103777 · Cited by 118
Evaluating privacy, security, and trust perceptions in conversational AI: A systematic review
Leschanowsky, A., Rech, S., Popp, B., & Bäckström, T. (2024) · Computers in Human Behavior · doi:10.1016/j.chb.2024.108344 · Cited by 155
The Effect of Design Features on Relationship Quality with Embodied Conversational Agents: A Systematic Review
Loveys, K., Sebaratnam, G., Sagar, M., & Broadbent, E. (2020) · International Journal of Social Robotics · doi:10.1007/s12369-020-00680-7 · Cited by 110
“I Am Here to Assist You Today”: The Role of Entity, Interactivity and Experiential Perceptions in Chatbot Persuasion
Ischen, C., Araujo, T., van Noort, G., Voorveld, H. A. M., & Smit, E. G. (2020) · Journal of Broadcasting & Electronic Media · doi:10.1080/08838151.2020.1834297 · Cited by 115
Trust and digital privacy: willingness to disclose personal information to banking chatbot services
Lappeman, J., Marlie, S., Johnson, T., & Poggenpoel, S. (2022) · Journal of Financial Services Marketing · doi:10.1057/s41264-022-00154-z · Cited by 139
The effect of E-commerce virtual live streamer socialness on consumers' experiential value: an empirical study based on Chinese E-commerce live streaming studios
Wu, R., Liu, J., Chen, S., & Tong, X. (2023) · Journal of Research in Interactive Marketing · doi:10.1108/jrim-09-2022-0265 · Cited by 110
Perceived value of AI-based recommendations service: the case of voice assistants
Akdim, K., & Casaló, L. V. (2023) · Service Business · doi:10.1007/s11628-023-00527-x · Cited by 122
Impact of Digital Assistant Attributes on Millennials’ Purchasing Intentions: A Multi-Group Analysis using PLS-SEM, Artificial Neural Network and fsQCA
Sharma, M., Joshi, S., Luthra, S., & Kumar, A., V (2022) · Information Systems Frontiers · doi:10.1007/s10796-022-10339-5 · Cited by 112
Remote learning via video conferencing technologies: Implications for research and practice
Camilleri, M. A., & Camilleri, A. C. (2022) · Technology in Society · doi:10.1016/j.techsoc.2022.101881 · Cited by 96
I am attracted to my Cool Smart Assistant! Analyzing Attachment-Aversion in AI-Human Relationships
Guerreiro, J., & Loureiro, S. M. C. (2023) · Journal of Business Research · doi:10.1016/j.jbusres.2023.113863 · Cited by 105
Unveiling trust in AI: the interplay of antecedents, consequences, and cultural dynamics
Dang, Q., & Li, G. (2025) · AI & Society · doi:10.1007/s00146-025-02477-6 · Cited by 135
Motivation, Social Emotion, and the Acceptance of Artificial Intelligence Virtual Assistants—Trust-Based Mediating Effects
Zhang, S., Meng, Z., Chen, B., Yang, X., & Zhao, X. (2021) · Frontiers in Psychology · doi:10.3389/fpsyg.2021.728495 · Cited by 96
Effects of Home Voice Assistants’ Autonomy on Instrusiveness and Usefulness: Direct, Indirect, and Moderating Effects of Interactivity
Lucia‐Palacios, L., & Pérez‐López, R. (2021) · Journal of Interactive Marketing · doi:10.1016/j.intmar.2021.03.005 · Cited by 89
“Hey Alexa–order groceries for me” – the effect of consumer–VAI emotional attachment on satisfaction and repurchase intention
Singh, R. (2021) · European Journal of Marketing · doi:10.1108/ejm-12-2019-0942 · Cited by 95
Experiencing power over AI: The fit effect of perceived power and desire for power on consumers' choice for voice shopping
Hu, P., Lu, Y., & Wang, B. (2021) · Computers in Human Behavior · doi:10.1016/j.chb.2021.107091 · Cited by 91
Interactive engagement through travel and tourism social media groups: A social facilitation theory perspective
Camilleri, M. A., & Kozak, M. (2022) · Technology in Society · doi:10.1016/j.techsoc.2022.102098 · Cited by 99
How the communication style of chatbots influences consumers’ satisfaction, trust, and engagement in the context of service failure
Cai, N., Gao, S., & Yan, J. (2024) · Humanities and Social Sciences Communications · doi:10.1057/s41599-024-03212-0 · Cited by 86
Chat now… Examining the variables influencing the use of online live chat
McLean, G., & Osei-Frimpong, K. (2019) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2019.05.017 · Cited by 107
Dissecting the mixed effects of human-customer service chatbot interaction on customer satisfaction: An explanation from temporal and conversational cues
Xu, Y., Niu, N., & Zhao, Z. (2023) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2023.103417 · Cited by 91
Impact of perceived value on intention to use voice assistants: The moderating effects of personal innovativeness and experience
Molinillo, S., Rejón‐Guardia, F., Anaya‐Sánchez, R., & Liébana-Cabanillas, F. J. (2023) · Psychology and Marketing · doi:10.1002/mar.21887 · Cited by 89
Metaverse in services marketing: an overview and future research directions
Gürsoy, D., Lu, L., Nunkoo, R., & Deng, D. S. (2023) · Service Industries Journal · doi:10.1080/02642069.2023.2252750 · Cited by 90
The effect of the anthropomorphic design of chatbots on customer switching intention when the chatbot service fails: An expectation perspective
Lu, Z., Min, Q., Jiang, L., & Chen, Q. (2024) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2024.102767 · Cited by 99
Should the chatbot “save itself” or “be helped by others”? The influence of service recovery types on consumer perceptions of recovery satisfaction
Song, M., Du, J., Xing, X., & Mou, J. (2022) · Electronic Commerce Research and Applications · doi:10.1016/j.elerap.2022.101199 · Cited by 81
Enhancing customer satisfaction with chatbots: The influence of communication styles and consumer attachment anxiety
Xu, Y., Zhang, J., & Deng, G. (2022) · Frontiers in Psychology · doi:10.3389/fpsyg.2022.902782 · Cited by 115
How technical features of virtual live shopping platforms affect purchase intention: Based on the theory of interactive media effects
Sun, Y., Zhong, Y., Zhang, Z., Wang, Y., & Zhu, M. (2024) · Decision Support Systems · doi:10.1016/j.dss.2024.114189 · Cited by 83
Browsing with Alexa: interrogating the impact of voice assistants as web interfaces
Natale, S., & Cooke, H. (2021) · Media, Culture & Society · doi:10.1177/0163443720983295 · Cited by 76
Understanding automated conversational agent as a decision aid: matching agent's conversation with customer's shopping task
Chen, V., Le, H. T., & Tran, S. T. T. (2021) · Internet Research · doi:10.1108/intr-11-2019-0447 · Cited by 76
The AI humanness: how perceived personality builds trust and continuous usage intention
Hsieh, S. H., & Lee, C. T. (2024) · Journal of Product & Brand Management · doi:10.1108/jpbm-10-2023-4797 · Cited by 79
Understanding the impact of control levels over emotion-aware chatbots
Benke, I., Gnewuch, U., & Maedche, A. (2021) · Computers in Human Behavior · doi:10.1016/j.chb.2021.107122 · Cited by 76
Social cues and implications for designing expert and competent artificial agents: A systematic review
Liew, T. W., & Tan, S.-M. (2021) · Telematics and Informatics · doi:10.1016/j.tele.2021.101721 · Cited by 72
Supporting Inclusive Learning Using Chatbots? A Chatbot-Led Interview Study
Gupta, S., & Chen, Y. (2022) · Journal of Information Systems Education · doi:10.62273/tvtf4203 · Cited by 71
The effect of anthropomorphism of virtual voice assistants on perceived safety as an antecedent to voice shopping
Calahorra-Candao, G., & Hoyos, M. J. M. (2023) · Computers in Human Behavior · doi:10.1016/j.chb.2023.108124 · Cited by 70
Enjoy to read and enjoy to shop: An investigation on the impact of product information presentation on purchase intention in digital content marketing
Fan, L., Wang, Y., & Mou, J. (2023) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2023.103594 · Cited by 80
To talk or to touch: Unraveling consumer responses to two types of hotel in-room technology
Fan, A., Lu, Z.-N., & Mao, Z. (2022) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2021.103112 · Cited by 61
Customer experiences in the era of artificial intelligence (AI) in context to FinTech: a fuzzy AHP approach
Arora, A., Gupta, S., Devi, C., & Walia, N. (2023) · Benchmarking An International Journal · doi:10.1108/bij-10-2021-0621 · Cited by 80
Effects of communication style on relational outcomes in interactions between customers and embodied conversational agents
van Pinxteren, M. M. E., Pluymaekers, M., Lemmink, J. G. A. M., & Krispin, A. (2023) · Psychology and Marketing · doi:10.1002/mar.21792 · Cited by 78
Fostering positive customer attitudes and usage intentions for scheduling services via chatbots
Maar, D., Besson, E., & Kéfi, H. (2022) · Journal of service management · doi:10.1108/josm-06-2021-0237 · Cited by 66
Functionality and usability features of ubiquitous mobile technologies: the acceptance of interactive travel apps
Camilleri, M. A., Troise, C., & Kozak, M. (2023) · Journal of Hospitality and Tourism Technology · doi:10.1108/jhtt-12-2021-0345 · Cited by 72
Exploring the Design of Generative AI in Supporting Music-based Reminiscence for Older Adults
Jin, Y., Cai, W., Chen, L., Zhang, Y., Doherty, G. J., & Jiang, T. (2024) · CHI Conference on Human Factors in Computing Systems · doi:10.1145/3613904.3642800 · Cited by 67
Antecedents of intention to use chatbots in service encounters: A meta‐analytic review
Gopinath, K., & Kasilingam, D. L. (2023) · International Journal of Consumer Studies · doi:10.1111/ijcs.12933 · Cited by 67
How about non-human tour guides? The influence of AI tour guides’ dress and conversation style on the intention of consumers to continue using them
Wang, Y., Song, M., Guo, R., & Duan, Y. (2023) · Journal of Travel & Tourism Marketing · doi:10.1080/10548408.2023.2296638 · Cited by 63
Exploring ChatGPT adoption among business and management students through the lens of diffusion of Innovation Theory
Abdalla, A. A., Bhat, M. A., Tiwari, C. K., Khan, S. T., & Wedajo, A. D. (2024) · Computers and Education Artificial Intelligence · doi:10.1016/j.caeai.2024.100257 · Cited by 77
How can autonomy improve consumer experience when interacting with smart products?
Lucia‐Palacios, L., & Pérez‐López, R. (2021) · Journal of Research in Interactive Marketing · doi:10.1108/jrim-02-2021-0031 · Cited by 60
Enhancing customer satisfaction with chatbots: the influence of anthropomorphic communication styles and anthropomorphised roles
Xu, Y., Zhang, J., Chi, R., & Deng, G. (2022) · Nankai Business Review International · doi:10.1108/nbri-06-2021-0041 · Cited by 70
The Moral Integrity Corpus: A Benchmark for Ethical Dialogue Systems
Ziems, C., Yu, J., Wang, Y., Halevy, A. Y., & Yang, D. (2022) · Proceedings of the conference - Association for Computational Linguistics. Meeting · doi:10.18653/v1/2022.acl-long.261 · Cited by 107
Chatbots in the frontline: drivers of acceptance
Aslam, W., Siddiqui, D. A., Arif, I., & Farhat, K. (2022) · Kybernetes · doi:10.1108/k-11-2021-1119 · Cited by 63
Indian customers’ acceptance of service robots in restaurant services
Pande, S., & Gupta, K. P. (2022) · Behaviour and Information Technology · doi:10.1080/0144929x.2022.2103734 · Cited by 61
Natural Language Processing as an Emerging Tool to Detect Late-Life Depression
DeSouza, D. D., Robin, J., Gumus, M., & Yeung, A. T. (2021) · Frontiers in Psychiatry · doi:10.3389/fpsyt.2021.719125 · Cited by 59
Uncovering post-adoption usage of AI-based voice assistants: a technology affordance lens using a mixed-methods approach
Shao, Z., Zhang, J., Zhang, L., & Benitez, J. (2024) · European Journal of Information Systems · doi:10.1080/0960085x.2024.2363322 · Cited by 60
Generative AI Mental Health Chatbots as Therapeutic Tools: Systematic Review and Meta-Analysis of Their Role in Reducing Mental Health Issues
Zhang, Q., Zhang, R., Xiong, Y., Sui, Y., Tong, C., & Lin, F.-H. (2025) · Journal of Medical Internet Research · doi:10.2196/78238 · Cited by 56
“This pattern aligns with previous literature on social chatbots leading to better consumer satisfaction [69] and social outcomes for older adults [70].”
“It’s on its way”: Chatbots applied for online food delivery services, social or task-oriented interaction style?
Cicco, R. D., Silva, S. C. L. D. C. E., & Alparone, F. R. (2020) · Journal of Foodservice Business Research · doi:10.1080/15378020.2020.1826268 · Cited by 55

Authors: Chattaraman, V., Kwon, W.-S., Gilbert, J. E., & Ross, K.
Affiliations: Auburn University (US)
University of Florida (US)
Corresponding author: Chattaraman, Veena
ORCID: Chattaraman, Veena
Kwon, Wi-Suk
Gilbert, Juan E.
Venue: Computers in Human Behavior
Publisher: Elsevier BV
Published: 2019-01
Volume: 90
Pages: 315-330
ISSN: 0747-5632 (ISSN-L)
DOI: 10.1016/j.chb.2018.08.048
OpenAlex: W2889310216
Cited by: 510
References: 71
Citations by year: 2026: 95 · 2025: 114 · 2024: 106 · 2023: 69 · 2022: 56 · 2021: 42 · 2020: 23 · 2019: 5
FWCI: 9.54
Type: journal article
Language: en
Open access: bronze
doi.org
Licence: www.elsevier.com/tdm/userlicense/1.0/ (tdm)
www.elsevier.com/legal/tdmrep-license (tdm)
www.elsevier.com/open-access/userlicense/1.0/ (am, 321 d)
Locations: Computers in Human Behavior (acceptedVersion)
Funders: National Science Foundation (IIS-1527182, IIS-1527302)
Alabama Agricultural Experiment Station
Hatch program of the National Institute of Food and Agriculture, U.S. Department of Agriculture
Topics: Social Sciences › Business, Management and Accounting › Marketing › AI in Service Interactions
Health Sciences › Medicine › Geriatrics and Gerontology › Technology Use by Older Adults
Social Sciences › Psychology › Social Psychology › Social Robot Interaction and HRI
Keywords: older adults, task-based interaction, reciprocity, perceived interactivity, trust, self-efficacy, perceived ease of use, perceived usefulness, agent design

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.

What counts as a claim ›How we measure confidence ›How we check this ›

Are you an author, or do you see a problem with this page? Request a review

Should AI-Based, conversational digital assistants employ social- or task-oriented interaction style? A task-competency and reciprocity perspective for older adults

Overview

Integrity signals

Verification

Claims the paper makes

Claims other papers make about this one

Citations

Cites

Cited by

Related

Metadata

Record

About these checks