The impact of intelligent customer service agents’ initial response on consumers’ continuous interaction intention
Integrity signals
Registry
Cites
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Claims the paper makes
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 chatbot intelligence enhances perceptions of both ease of use and usefulness.
“Further, Cheng et al. (2023) demonstrate how perceived chatbot intelligence enhances perceptions of both ease of use and usefulness.”
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 Cheng et al. (2023)
Cites
Universal dimensions of social cognition: warmth and competence
Fiske, S. T., Cuddy, A. J. C., & Glick, P. (2007) · Trends in Cognitive Sciences · doi:10.1016/j.tics.2006.11.005 · Cited by 4,567 · see citing works
AI-based chatbots in customer service and their effects on user compliance
Adam, M., Wessel, M., & Benlian, A. (2021) · Electronic Markets · doi:10.1007/s12525-020-00414-7 · Cited by 1,195 · 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
Chattaraman, V., Kwon, W.-S., Gilbert, J. E., & Ross, K. (2019) · Computers in Human Behavior · doi:10.1016/j.chb.2018.08.048 · Cited by 510 · see citing works
The effect of social presence and chatbot errors on trust
Toader, D.-C., Boca, G., Toader, R., Măcelaru, M., Toader, C., Ighian, D., & Rădulescu, A. T. (2019) · Sustainability · doi:10.3390/su12010256 · Cited by 233 · see citing works
Gupta, P., Yadav, M. S., & Varadarajan, R. (2009) · Journal of Retailing · doi:10.1016/j.jretai.2009.02.001 · Cited by 96 · see citing works
Flagged first, then by citations
Cited by
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Agentic AI: A Comprehensive Survey of Technologies, Applications, and Societal Implications
Pati, A. K. (2025) · IEEE Access · doi:10.1109/access.2025.3585609 · Cited by 100 · see citing works
Greilich, A., Bremser, K., & Wüst, K. (2025) · International Journal of Consumer Studies · doi:10.1111/ijcs.70108 · Cited by 47 · see citing works
- Authors
- Cheng, Z., Fan, W., Shao, B., Jia, W., & Zhang, Y.
- Affiliations
- Ningbo University (CN)
- Chongqing University (CN)
- Corresponding author
- Shao, Bingjia
- Venue
- Journal of Retailing and Consumer Services
- Publisher
- Elsevier BV
- Published
- 2024-01
- Volume
- 76
- Pages
- 103585
- ISSN
- 0969-6989 (ISSN-L)
- OpenAlex
- W4387629413
- Cited by
- 45
- References
- 7
- Citations by year
- 2026: 16 · 2025: 21 · 2024: 8
- FWCI
- 3.88
- Type
- journal article
- Language
- en
- Open access
- closed
- Licence
- Locations
- Journal of Retailing and Consumer Services (publishedVersion)
- 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
- chatbots, computers as social actors, stereotype content model, perceived warmth, perceived competence, consumer trust, consumer affect, e-commerce customer service
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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