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The more you know, the better you act? Institutional communication in Covid-19 crisis management

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Language Model-Driven Chatbot for Business to Address Marketing and Selection of Products

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The Relationship between Organizational Commitment and Market Orientation

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Re-imagining Diffusion and Adoption of Information Technology and Systems: A Continuing Conversation

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Trends and Innovations in Marketing Information Systems

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Measuring user rated language quality: Development and validation of the user interface Language Quality Survey (LQS)

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Evolution of artificial intelligence research in Technological Forecasting and Social Change: Research topics, trends, and future directions

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“Chatting with ChatGPT”: Analyzing the factors influencing users' intention to Use the Open AI's ChatGPT using the UTAUT model

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Are users willing to embrace ChatGPT? Exploring the factors on the acceptance of chatbots from the perspective of AIDUA framework

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Factors affecting performance expectancy and intentions to use ChatGPT: Using SmartPLS to advance an information technology acceptance framework

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AI Agents vs. Agentic AI: A Conceptual taxonomy, applications and challenges

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What drives tourists’ continuance intention to use ChatGPT for travel services? A stimulus-organism-response perspective

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Intelligent influencer marketing: how AI-powered virtual influencers outperform human influencers

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AI Agents vs. Agentic AI: A Conceptual Taxonomy, Applications and Challenges

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When digital celebrity talks to you: How human-like virtual influencers satisfy consumer's experience through social presence on social media endorsements

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Can AI chatbots help retain customers? An integrative perspective using affordance theory and service-domain logic

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Using chatbots in e-retailing – how to mitigate perceived risk and enhance the flow experience

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The Impact of Artificial Intelligence on Chatbot Technology: A Study on the Current Advancements and Leading Innovations

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How does the anthropomorphism of AI chatbots facilitate users' reuse intention in online health consultation services? The moderating role of disease severity

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How do consumers react to chatbots' humorous emojis in service failures

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Navigating Human-Chatbot Interactions: An Investigation into Factors Influencing User Satisfaction and Engagement

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Decoding Gen Z: AI's influence on brand trust and purchasing behavior

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AgentAI: A comprehensive survey on autonomous agents in distributed AI for industry 4.0

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Customer experience in AI-enabled products: Scale development and validation

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Using generative artificial intelligence (ChatGPT) for travel purposes: parasocial interaction and tourists’ continuance intention

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Unlocking the potential of AI: Enhancing consumer engagement in the beauty and cosmetic product purchases

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Deciphering technological contributions of visibility and interactivity to website atmospheric and customer stickiness in AI-driven websites: The pivotal function of online flow state

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How to improve voice assistant evaluations: Understanding the role of attachment with a socio-technical systems perspective

Kang, W., Shao, B., Du, S., Chen, H., & Zhang, Y. (2023) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2023.123171 · Cited by 58 · see citing works

Explaining Policyholders’ Chatbot Acceptance with an Unified Technology Acceptance and Use of Technology-Based Model

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Robot adoption and enterprise R&D manipulation: Evidence from China

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Determinants of Generative AI in Promoting Green Purchasing Behavior: A Hybrid Partial Least Squares–Artificial Neural Network Approach

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“Hello, this is your AI co-pilot” – operational implications of artificial intelligence chatbots

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Will Users Continue Using Banking Chatbots? The Moderating Role of Perceived Risk

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Revealing the influence of AI and its interfaces on job candidates' honest and deceptive impression management in asynchronous video interviews

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Exploring Motivators for Trust in the Dichotomy of Human—AI Trust Dynamics

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AI-empowered scale development: Testing the potential of ChatGPT

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Assessing Factors Influencing Customers’ Adoption of AI-Based Voice Assistants

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Connecting self-esteem to problematic AI chatbot use: the multiple mediating roles of positive and negative psychological states

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AI Adoption in Jordanian SMEs: The Influence of Technological and Organizational Orientations

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Exploring higher education students’ continuance usage intention of ChatGPT: amalgamation of the information system success model and the stimulus-organism-response paradigm

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Examining the impact of anthropomorphism and AI-chatbots service quality on online customer flow experience – exploring the moderating role of telepresence

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Complexity-Driven Trust Dynamics in Human–Robot Interactions: Insights from AI-Enhanced Collaborative Engagements

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Enhancing Financial Advisory Services with GenAI: Consumer Perceptions and Attitudes Through Service-Dominant Logic and Artificial Intelligence Device Use Acceptance Perspectives

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Apologizing with a smile or crying face? Exploring the impact of emoji types on customer forgiveness within chatbots service recovery

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Unveiling customer intentions: exploring factors driving engagement with hospitality virtual influencers

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Emotional responses in online social interactions: the mediating role of flow

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How does AI-powered virtual influencer's anthropomorphism impact trust and brand love? The moderating role of opinion leadership

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Application of the Chatbot in University Education: A Bibliometric Analysis of Indexed Scientific Production in SCOPUS, 2013-2023

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Retail consumers' conundrum: An in-depth qualitative study navigating the motivations and aversion of chatbots

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Unraveling the Effects of Voice Assistant Interactions on Digital Engagement: The Moderating Role of Adult Playfulness

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Not with the bot! The relevance of trust to explain the acceptance of chatbots by insurance customers

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DERIVING TRUST-SUPPORTING DESIGN KNOWLEDGE FOR AI-BASED CHATBOTS IN CUSTOMER SERVICE: A USE CASE FROM THE AUTOMOTIVE INDUSTRY

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The linkage between quality of information systems and the impact of trust-based privacy on behavioral outcomes in unmanned convenience store: Moderating effect of gender and experience

Kim, Y., Seok, J., & Roh, T. (2023) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2023.122852 · Cited by 21 · see citing works

Experimental study on the effect of adopting humanized and non-humanized chatbots on the factors measure the intensity of the user's perceived trust in the Yellow September campaign

Pinochet, L. H. C., de Gois, F. S., Pardim, V. I., & Onusic, L. M. (2024) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2024.123414 · Cited by 22 · see citing works

Understanding the Determinants of Using Government AI-Chatbots by Citizens in Saudi Arabia

Abed, S. S. (2024) · International Journal of Electronic Government Research · doi:10.4018/ijegr.349733 · Cited by 19 · see citing works

Understanding virtual agents’ service quality in the context of customer service: A fit-viability perspective

Zhang, Y., Liang, C., & Li, X. (2024) · Electronic Commerce Research and Applications · doi:10.1016/j.elerap.2024.101380 · Cited by 19 · see citing works

Examining Consumer Impulsive Purchase Intention in Virtual AI Streaming: A S-O-R Perspective

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How does artificial intelligence adoption shape employee performance? A novel exploration of mimetic artificial intelligence performance through a hybrid approach based on PLS-SEM and ANN

Liu, S., & Mei, Y. (2025) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2025.124387 · Cited by 19 · see citing works

Where does AI play a major role in the new product development and product management process?

Witkowski, A., & Wodecki, A. (2025) · Management Review Quarterly · doi:10.1007/s11301-025-00533-5 · Cited by 23 · see citing works

Measuring perception towards AI-based chatbots in Insurance Sector

Mangla, D., Aggarwal, R., & Maurya, M. (2023) · International Conference on Intelligent and Innovative Technologies in Computing, Electrical and Electronics (IITCEE) · doi:10.1109/iitcee57236.2023.10091024 · Cited by 15 · see citing works

Establishing Credibility in AI Chatbots: The Importance of Customization, Communication Competency and User Satisfaction

Lee, F. Y., & Chan, T. J. (2023) · Advances in Social Science, Education and Humanities Research/Advances in social science, education and humanities research · doi:10.2991/978-2-38476-196-8_9 · Cited by 15 · see citing works

The Use Of Chat-Bot Capabilities As A Type Of Modeling In Intelligent Learning

Kerimbayev, N., Jotsov, V., Umirzakova, Z., Bolyskhanova, M., & Tkach, G. (2022) · IEEE International Conference on Intelligent Systems · doi:10.1109/is57118.2022.10019627 · Cited by 15 · see citing works

Smart banking chatbots and consumer engagement: the role of trust and privacy in AI-driven banking

Rohit, K., Kumari, P., Singh, N., & Alofaysan, H. (2025) · Journal of Strategic Marketing · doi:10.1080/0965254x.2025.2481140 · Cited by 14 · see citing works

Supply Chain Management in the Era of Generative AI (ChatGPT): Technology Fit and Psychological Drivers of Adoption

Aslam, J., Saleem, A., & Lai, K. (2025) · IEEE Transactions on Engineering Management · doi:10.1109/tem.2025.3605823 · Cited by 14 · see citing works

Not in our image: rethinking anthropomorphism in expert chatbot design

Karimova, G. Z. (2025) · AI & Society · doi:10.1007/s00146-025-02438-z · Cited by 14 · see citing works

Enhancing employee engagement and knowledge collecting: impact of anthropomorphic features in company generative AI systems

Nguyen, M. (2025) · Knowledge Management Research & Practice · doi:10.1080/14778238.2025.2555856 · Cited by 13 · see citing works

Toolkit for Inclusion of User Experience Design Guidelines in the Development of Assistants Based on Generative Artificial Intelligence

Peláez, C. A., Solano, A. F., Galindez, J. A. O., Espinosa, J. C., Montaño, A. S., Beltrán, P. A. C., Duque, J. S., Castro, D., Velasco, J. M. N., & la Prieta, F. D. (2025) · Informatics · doi:10.3390/informatics12010010 · Cited by 12 · see citing works

Close encounters with the virtual kind: Defining a human-virtual agent coexistence framework

Arsenyan, J., Mirowska, A., & Piepenbrink, A. (2023) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2023.122644 · Cited by 11 · see citing works

Unlocking the precursors of customer service experience using artificial intelligence-driven chatbot: calibration of gratification theory and expectation confirmation model

Rahi, S., Ngah, A. H., Alnasr, F., Alghizzawi, M., Rasheed, R., & Rashid, A. (2025) · Journal of Enterprise Information Management · doi:10.1108/jeim-10-2024-0551 · Cited by 16 · see citing works

The recovery plans at the time of COVID-19 foster the journey toward smart city development and sustainability: a narrative review

Sadjadi, E. N. (2024) · Environment Development and Sustainability · doi:10.1007/s10668-023-04314-6 · Cited by 11 · see citing works

The Next ‘Deep’ Thing in X to Z Marketing: An Artificial Intelligence-Driven Approach

Charles, V., Rana, N. P., Pappas, I. O., Kamphaug, M., Siau, K. L., & Engø‐Monsen, K. (2023) · Information Systems Frontiers · doi:10.1007/s10796-023-10462-x · Cited by 10 · see citing works

Unlock Happy Interactions: Voice Assistants Enable Autonomy and Timeliness

Mo, L., Zhang, L., Sun, X., & Zhou, Z. (2024) · Journal of theoretical and applied electronic commerce research · doi:10.3390/jtaer19020053 · Cited by 11 · see citing works

Satisfaction with AI chatbots in crowdsourcing services: anthropomorphic and fairness perspectives

Koh, L. Y., Cheh, Y. G., Yuen, K. F., & Wang, X. (2025) · Behaviour and Information Technology · doi:10.1080/0144929x.2025.2469660 · Cited by 9 · see citing works

Do chatbots support consumer performance? Investigating the role of E-lifestyle and anthropomorphism in the service industry

Dewanti, R., & Ikhsan, R. B. (2025) · International Journal of Information Management Data Insights · doi:10.1016/j.jjimei.2025.100339 · Cited by 8 · see citing works

Customer value co-creation practices for community well-being in E-commerce platform: An information-based perspective

Tuấn, N. M., & Dang, T. D. (2025) · Journal of Open Innovation Technology Market and Complexity · doi:10.1016/j.joitmc.2025.100488 · Cited by 13 · see citing works

Editorial introduction to the special issue: Social customer journey – behavioural and social implications of a digitally disruptive environment

Akram, M. S., Dwivedi, Y. K., Shareef, M. A., & Bhatti, Z. A. (2022) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2022.122101 · Cited by 7 · see citing works

Acceptance of Artificial Intelligence in a Jordanian Firm: An Overview

Masa’deh, R. M. T., Almajali, D., & Alsmadi, L. A. (2025) · Emerald Group Publishing Limited eBooks · doi:10.1108/978-1-83662-518-620251001 · Cited by 6 · see citing works

Examining the impediments to AI chatbots adoption among professional practitioners: An ISM – SEM approach

Abdalla, A. A., Tiwari, C. K., Bhat, M. A., Pal, A., & Abdulmuhsin, A. A. (2025) · Acta Psychologica · doi:10.1016/j.actpsy.2025.105488 · Cited by 9 · see citing works

The Impact of Generative AI Characteristics on Users' Experiential Value and Product Involvement

Wang, S., Yuan, C., Yin, Y., Zhang, Z., & Wang, T. (2025) · International Journal of Consumer Studies · doi:10.1111/ijcs.70125 · Cited by 6 · see citing works

Human or AI first? A holistic perspective on the sequential order of joint human-AI inspection workflows

Berretta, S., Tausch, A., Bülow, F., Kuhlenkötter, B., Topp, M., Els, C., Peifer, C., & Kluge, A. (2025) · Applied Ergonomics · doi:10.1016/j.apergo.2025.104669 · Cited by 6 · see citing works

Exploring AI's Role in Supporting Diversity and Inclusion Initiatives in Multicultural Marketplaces

Mariyono, D., & Hidayatullah, A. N. A. (2024) · International Journal of Religion · doi:10.61707/apmwg008 · Cited by 6 · see citing works

Skip the AI-BOTs: let’s have real conversations in human-centric services

Dastane, O., Ooi, M.-Y., Aw, E. C., Shyu, W.-H., & Tan, G. W. (2025) · Journal of Consumer Marketing · doi:10.1108/jcm-05-2024-6825 · Cited by 5 · see citing works

VR meets hotel bookings: how hedonic and utilitarian attributes shape young consumers’ intentions

Gupta, K. P., & Pande, S. (2025) · Young Consumers Insight and Ideas for Responsible Marketers · doi:10.1108/yc-09-2024-2230 · Cited by 5 · see citing works

The Application of AI Customer Service

Li, Y., Li, J., Zhang, J., Hong, H., Yu, X., & Tsai, S. (2025) · Journal of Global Information Management · doi:10.4018/jgim.387390 · Cited by 5 · see citing works

The dangers of AI friendship: Adolescent mental health and ethical oversight

Katoch, H., & Sandhu, D. (2025) · Elsevier eBooks · doi:10.1016/b978-0-443-41660-6.00016-8 · Cited by 5 · see citing works

When chatbots cause trouble: how agent type and conversation style shape consumer responses to service failures

Kuanr, A., Moharana, T. R., Yan, M., Pradhan, D., & El-Manstrly, D. A. (2025) · European Journal of Marketing · doi:10.1108/ejm-08-2023-0663 · Cited by 5 · see citing works

Consumer Acceptance of Conversational Bots: Systematic Literature Review and Meta‐Analysis

Fares, O. H., & Lee, S. H. (2026) · Journal of Consumer Behaviour · doi:10.1002/cb.70130 · Cited by 6 · see citing works

Designing User Experience in the Context of Human-Centered AI and Generative Artificial Intelligence: A Systematic Review

Peláez, C. A., Solano, A. F., V., J., Castro, D., Cardona, J. J., Duque, J. S., Espinosa, J. C., Montaño, A. S., & la Prieta, F. D. (2025) · Lecture notes in networks and systems · doi:10.1007/978-3-031-82073-1_20 · Cited by 6 · see citing works

Relationships Between Motivated Consumer Innovativeness, Consumer AI Usage Experience, and Consumer Commitment: A Comparative Analysis Across Four Artificial Intelligence Devices

Liao, T. (2025) · International Journal of Human-Computer Interaction · doi:10.1080/10447318.2025.2526567 · Cited by 5 · see citing works

AI POWERED CHATBOTS VS HUMAN AGENTS, A COMPATIBLE STUDY ON CUSTOMER SATISFACTION

Mangipudi, P. (2025) · INTERNATIONAL JOURNAL OF COMPUTER ENGINEERING & TECHNOLOGY · doi:10.34218/ijcet_16_02_002 · Cited by 4 · see citing works

Using Artificial Intelligence to Improve Customer Engagement: User Experience With Chatbot Technology

ZEMMOURI, A., & CHOUFARI, S. (2025) · Journal of Marketing and Consumer Behaviour in Emerging Markets · doi:10.7172/2449-6634.jmcbem.2025.1.4 · Cited by 4 · see citing works

Applying Advanced Artificial Intelligence to Predict the Green Bond Market in Kazakhstan: Fostering Sustainable Financial Instruments and Environmental Objectives

Sembiyeva, L. (2024) · MONTENEGRIN JOURNAL OF ECONOMICS · doi:10.14254/1800-5845/2024.20-2.19 · Cited by 4 · see citing works

The influence of transparency, anthropomorphism, and positive politeness on chatbots for service recovery in E-health applications

Hadi, Z. ‘., Siregar, D. A., Wijaya, G. S. T., Handayani, P. W., & Harahap, N. C. (2024) · Cogent Social Sciences · doi:10.1080/23311886.2024.2415534 · Cited by 7 · see citing works

How T-cruiscape shapes the flow experience of passenger's well-being

Gonzáles-Santiago, M. S., Loureiro, S. M. C., & Langaro, D. (2025) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2025.104181 · Cited by 4 · see citing works

Impact of AI-Driven Personalized Experience in Shaping Consumer Loyalty Towards Quick Commerce

Gupta, S. L., Sharma, V., & Tomar, R. (2025) · International Conference on Emerging Systems and Intelligent Computing (ESIC) · doi:10.1109/esic64052.2025.10962778 · Cited by 4 · see citing works

Implementation of AI Chatbot Application for Social Anxiety Problem

Dewi, M., & Fahmi, H. (2023) · IT for Society · doi:10.33021/itfs.v8i1.4662 · Cited by 4 · see citing works

A Journey through the Potential of Research to Drive Innovation in University Education

Ramos, E. R. A., Castillo, R. G. R., & Cabrera, L. C. Z. (2023) · Educación · doi:10.18800/educacion.202302.r002 · Cited by 4 · see citing works

Exploring How AI Tour Guides' Automated Social Presence Influences Tourist Flow Experience and Behavioral Intentions

Liu, F., Ren, L., & Hu, Y.-L. (2026) · The international journal of tourism research · doi:10.1002/jtr.70326 · Cited by 2 · see citing works

Evolution of Human Resources Management Methods: From Traditional Approaches to Generative Artificial Intelligence

Saouabe, A., Oualla, H., Mazar, M., & Messadia, M. (2024) · International Conference on Decision Aid Sciences and Applications (DASA) · doi:10.1109/dasa63652.2024.10836655 · Cited by 3 · see citing works

Why Do Users Stay with Generative Artificial Intelligence?

Wang, L., Zhu, X., & Zhu, J. (2025) · Journal of Computer Information Systems · doi:10.1080/08874417.2025.2566197 · Cited by 3 · see citing works

A BEHAVIOURAL STUDY ON THE IMPACT OF ARTIFICIAL INTELLIGENCE ON CUSTOMER SERVICES RETENTION IN TELECOM INDUSTRY

Kunal, K. (2023) · Russian Law Journal · doi:10.52783/rlj.v11i5s.960 · Cited by 3 · see citing works

Revolutionizing E-Commerce Customer Support: Advanced AI-Powered Chatbots for Enhanced User Experience & Operational Efficiency

Reddy, P. P. K., Shaik, F., Gowd, S. S., Sudheer, V., Sivanand, S., & Kumar, K. S. (2025) · International Conference on Intelligent Computing and Control Systems (ICICCS) · doi:10.1109/iciccs65191.2025.10985646 · Cited by 3 · see citing works

The Role of AI-Powered Chatbots in Telemedicine: Improving Accessibility and Patient Engagement

Karim, M. K., Sharma, R. K., & Singh, V. (2023) · International Journal of Technology and Modeling · doi:10.63876/ijtm.v2i1.108 · Cited by 3 · see citing works

Impact of task type and explanation of failure reasons on users’ willingness to forgive in generative artificial intelligence: cognitive neural mechanisms

Sun, R., Qin, S., Lv, D., Zhu, Q., Zuo, J., & Tang, W. (2026) · Journal of service management · doi:10.1108/josm-02-2025-0045 · Cited by 2 · see citing works

Fostering employees' adoption of machine learning-enabled technologies in asset pricing

Nguyen, K. M., Dang, M. T., Thi, L. D. N., NGUYEN, H. G., Hung, T. N. H., Minh, D. P. T., & Nguyen, N. T. (2026) · Management Decision · doi:10.1108/md-04-2025-0988 · Cited by 2 · see citing works

Humanizing AI : How Anthropomorphic Chatbots Drive Customer Engagement in Online Travel Agencies

Ahmad, K., & Bhatnagar, A. (2026) · International Journal of Tourism Research · doi:10.1002/jtr.70285 · Cited by 2 · see citing works

Investigating Drivers of Customer Experience with Virtual Conversational Agents

Nguyen, T. T., Trivedi, R. H., Fukukawa, K., & Adomako, S. (2025) · Information Systems Frontiers · doi:10.1007/s10796-024-10572-0 · Cited by 24 · see citing works

Examining the impact of anthropomorphism and AI-chatbots service quality on online customer flow experience – exploring the moderating role of telepresence

Alalwan, A. A., Algharabat, R., Samen, A. A. E., Albanna, H., & Al‐Okaily, M. (2025) · Journal of Consumer Marketing · doi:10.1108/jcm-06-2024-6929 · Cited by 36 · see citing works

.Customer experience antecedents in the context of AI chatbot services.

Ramadan, A. M. M., Khalil, A. T., & Enaba, H. M. L. (2024) · المجلة العلمية للدراسات التجارية والبيئية · doi:10.21608/jces.2024.354132

Chatbots on the Frontline: The Imperative Shift From a “One-Size-Fits-All” Strategy Through Conversational Cues and Dialogue Designs

Shams, G., & Kim, K. (2024) · Journal of Hospitality & Tourism Research · doi:10.1177/10963480241280991 · Cited by 13 · see citing works

Human-Computer Interaction in Customer Service: The Experience with AI Chatbots—A Systematic Literature Review

Nicolescu, L., & Tudorache, M. T. (2022) · Electronics · doi:10.3390/electronics11101579 · Cited by 280 · see citing works