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I Am ChatGPT, the ultimate AI Chatbot! Investigating the determinants of users' loyalty and ethical usage concerns of ChatGPT
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“Hence, replacing humanhuman interactions with human-AI interactions, along with ethical concerns and heightened perceptions of creepiness, the absence of personalization and empathy, could potentially result in adverse effects on the brand experience and customer loyalty (Luo et al., 2019;Rajaobelina et al., 2021;Niu & Mvondo, 2024).”
From Navigating the perils of artificial intelligence: a focused review on ChatGPT and responsible research and innovation (2024) · cites this paper as Niu & Mvondo, 2024
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Metadata
- Authors
- Niu, B., & Mvondo, G. F. N.
- Affiliations
- Shenzhen University (CN)
- Corresponding author
- Mvondo, Gustave Florentin Nkoulou
- Venue
- Journal of Retailing and Consumer Services
- Publisher
- Elsevier BV
- Published
- 2024-01
- Volume
- 76
- Pages
- 103562
- ISSN
- 0969-6989 (ISSN-L)
- OpenAlex
- W4386950760
- Cited by
- 178
- References
- 101
- Citations by year
- 2026: 52 · 2025: 74 · 2024: 49
- FWCI
- 15.75
- Type
- journal article
- Language
- en
- Open access
- green
- doi.org
- Licence
- Locations
- Journal of Retailing and Consumer Services (publishedVersion)
- SSRN Electronic Journal (acceptedVersion)
- RePEc: Research Papers in Economics (submittedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › AI in Service Interactions
- Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
- Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
- Keywords
- ChatGPT, AI chatbots, user satisfaction, user loyalty, ethical considerations, information quality, perceived usefulness, coolness, technology affinity, posthumanism, technology acceptance model, information system success
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