Understand Resist Use Online Customer Service Chatbot: An Integrated Innovation Resist Theory and Negative Emotion Perspective
Abstract
Purpose The rise of artificial intelligence (AI) applications has driven enterprises to provide many intelligent services to consumers. For instance, customers can use chatbots to make relevant inquiries and seek solutions to their problems. Despite the development of customer service chatbots years ago, they require significant improvements for market recognition. Many customers have reported negative experiences with customer service chatbots, contributing to resistance toward their use. Therefore, this study adopts the innovation resistance theory (IRT) perspective to understand customers’ resistance to using chatbots. It aims to integrate customers’ negative emotions into a predictive behavior model and examine users’ functional and psychological barriers. Design/methodology/approach In this study, we collected data from 419 valid individuals and used structural equation modeling to analyze the relationships between resistance factors and negative emotions. Findings The results confirmed that barrier factors affect negative emotions and amplify chatbot resistance influence. We discovered that value and risk barriers directly influence consumer use. Moreover, both functional and psychological barriers positively impact negative emotions. Originality/value This study adopts the innovation resistance theory perspective to understand customer resistance to using chatbots, integrates customer negative emotions to construct a predictive behavior model and explores users’ functi…
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Numerous models conceptualize risk and privacy as impediments that amplify adverse emotions and resistance or directly inhibit purchase or adoption intentions.
“Numerous models conceptualize risk and privacy as impediments that amplify adverse emotions and resistance or directly inhibit purchase or adoption intentions [4,49,67].”
From From Recommendations to Delegation: A Systematic Review Mapping Agentic AI in E-Commerce and Its Consumer Effects (2026) · cites this paper as [49]
Value and risk barriers produce negative emotions and resistance.
“Chang et al. [49] show that value and risk barriers produce negative emotions and resistance, highlighting that technological innovation alone does not guarantee acceptance”
From From Recommendations to Delegation: A Systematic Review Mapping Agentic AI in E-Commerce and Its Consumer Effects (2026) · cites this paper as Chang et al. [49]
Value and risk barrier effects evoke negative emotions and innovation resistance.
“value and risk barrier effects are confirmed to evoke negative emotions and innovation resistance by Chang et al. [49] on the theory of innovation resistance”
From From Recommendations to Delegation: A Systematic Review Mapping Agentic AI in E-Commerce and Its Consumer Effects (2026) · cites this paper as Chang et al. [49]
Privacy may function as a conditional constraint rather than a uniform inhibitor because privacy risk and surveillance concerns-including creepiness and fear of data misuse-appear in resistance and barrier pathways and exhibit heterogeneous significance across settings and user groups.
“Third, privacy may function as a conditional constraint rather than a uniform inhibitor because privacy risk and surveillance concerns-including creepiness and fear of data misuseappear in resistance and barrier pathways and exhibit heterogeneous significance across settings and user groups [4,42,49].”
From From Recommendations to Delegation: A Systematic Review Mapping Agentic AI in E-Commerce and Its Consumer Effects (2026) · cites this paper as [49]
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Balaskas, S. (2026) · Information · doi:10.3390/info17030222 · Cited by 8 · see citing works
- Authors
- Chang, T.-S., & Hsiao, W.-H.
- Affiliations
- Dayeh University (TW)
- National Taichung University of Science and Technology (TW)
- Venue
- Aslib Journal of Information Management
- Publisher
- Emerald
- Published
- 2024-05-16
- Volume
- 77
- Issue
- 5
- Pages
- 962-989
- ISSN
- 0001-253X (ISSN-L)
- 2050-3806
- 2050-3814
- OpenAlex
- W4396973561
- Cited by
- 31
- References
- 10
- Citations by year
- 2026: 12 · 2025: 15 · 2024: 4
- FWCI
- 4.59
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Aslib Journal of Information Management (publishedVersion)
- Topics
- Physical Sciences › Computer Science › Artificial Intelligence › AI in Service Interactions
- Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Keywords
- customer service chatbots, innovation resistance theory, negative emotions, functional barriers, psychological barriers, perceived value, risk perception, online customer service, e-commerce
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