“How mAy I help you today?” The use of AI chatbots in small family businesses and the moderating role of customer affective commitment
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Anthropomorphic communication cues enhance user experiences through social presence by creating a psychological connection between the chatbot and the user.
“Anthropomorphic communication cues enhance user experiences through social presence by creating a psychological connection between the chatbot and the user (Rizomyliotis etal.2022).”
From Consumer Response to Anthropomorphism of Text‐Based <scp>AI</scp> Chatbots: A Systematic Literature Review and Future Research Directions (2025) · cites this paper as Rizomyliotis et al. 2022
Alternative frameworks such as the human-machine communication theory, derived from the TAM, have been applied.
“Instead, alternative frameworks such as the human- machine communication theory (Guzman and Lewis2020), derived from the TAM, have been applied (Rizomyliotis et al. 2022).”
From Consumer Response to Anthropomorphism of Text‐Based <scp>AI</scp> Chatbots: A Systematic Literature Review and Future Research Directions (2025) · cites this paper as Rizomyliotis et al. 2022
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The new normal: The status quo of AI adoption in SMEs
Schwaeke, J., Peters, A., Kanbach, D. K., Kraus, S., & Jones, P. (2025) · Journal of Small Business Management · doi:10.1080/00472778.2024.2379999 · Cited by 241 · see citing works
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- Authors
- Rizomyliotis, I., Kastanakis, M. N., Giovanis, A., Konstantoulaki, K., & Kostopoulos, I.
- Affiliations
- University of West Attica (GR)
- ESCP Business School (GB)
- Liverpool John Moores University (GB)
- Corresponding author
- Rizomyliotis, Ioannis
- Venue
- Journal of Business Research
- Publisher
- Elsevier BV
- Published
- 2022-12
- Volume
- 153
- Pages
- 329-340
- ISSN
- 0148-2963 (ISSN-L)
- OpenAlex
- W4293708047
- Cited by
- 85
- References
- 19
- Citations by year
- 2026: 16 · 2025: 32 · 2024: 19 · 2023: 17 · 2022: 1
- FWCI
- 5.67
- Type
- journal article
- Language
- en
- Open access
- closed
- Licence
- Locations
- Journal of Business Research (publishedVersion)
- Liverpool John Moores University (acceptedVersion)
- RePEc: Research Papers in Economics (submittedVersion)
- Topics
- Physical Sciences › Computer Science › Artificial Intelligence › AI in Service Interactions
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Sociology and Political Science › Digital Marketing and Social Media
- Keywords
- AI chatbots, small family businesses, customer experience, customer satisfaction, human-machine communication, moderating effect
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