Can chatbot customer service match human service agents on customer satisfaction? An investigation in the role of trust
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Human partners possess distinctive advantages in contextual understanding, commonsense reasoning, and emotional support, thereby enhancing the usefulness and practical value of collaborative outcomes.
“by contrast, human partners possess distinctive advantages in contextual understanding, commonsense reasoning, and emotional support, thereby enhancing the usefulness and practical value of collaborative outcomes (Huang et al., 2024; Markovitch et al., 2024; Revilla et al., 2023).”
From From humans to AI: understanding why AI is perceived as the preferred co-creation partner (2025) · cites this paper as Huang et al., 2024
Tang et al. (2024) examined the impact of human-AI co-creation on creative quality, and Huang et al. (2024) explored trust and acceptance in human-AI collaboration.
“For instance, Tang et al. (2024) examined the impact of human–AI co-creation on creative quality, and Huang et al. (2024) explored trust and acceptance in human–AI collaboration.”
From From humans to AI: understanding why AI is perceived as the preferred co-creation partner (2025) · cites this paper as Huang et al., 2024
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Markovitch, D. G., Stough, R. A., & Huang, D. (2024) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2024.103847 · Cited by 100 · see citing works
Self-citationAhmed, S., & Aziz, N. A. (2025) · International Journal of Human–Computer Interaction · doi:10.1080/10447318.2024.2400395 · Cited by 67 · see citing works
From humans to AI: understanding why AI is perceived as the preferred co-creation partner
Liu, Y., Yang, Y., & Xu, H. (2025) · Frontiers in Psychology · doi:10.3389/fpsyg.2025.1695532 · Cited by 10 · see citing works
- Authors
- Huang, D., Markovitch, D. G., & Stough, R. A.
- Affiliations
- California State University, Northridge (US)
- University of Maine (US)
- Corresponding author
- Stough, Rusty A.
- Venue
- Journal of Retailing and Consumer Services
- Publisher
- Elsevier BV
- Published
- 2024-01
- Volume
- 76
- Pages
- 103600
- ISSN
- 0969-6989 (ISSN-L)
- OpenAlex
- W4387721104
- Cited by
- 125
- References
- 78
- Citations by year
- 2026: 46 · 2025: 47 · 2024: 32
- FWCI
- 11.78
- 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 › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
- Keywords
- chatbots, customer service, customer satisfaction, trust in information systems, dispositional trust, situational trust, human intervention, consumer acceptance, service technology
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