Can AI chatbots help retain customers? Impact of AI service quality on customer loyalty

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A systematic literature review of virtual idol from the perspective of the business role ecosystem

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Contactless Service: Artificial Intelligence Applications of Airports

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Measuring Artificial Intelligence Customer Experience: Scale Development and Validation

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The role of advanced AI in improving chatbot-driven consumer experiences

Bansal, S., Nangia, P., Chanaliya, N., & Thaichon, P. (2025) · Strategic Business Research · doi:10.1016/j.sbr.2025.100023 · Cited by 10 · see citing works

Revolutionizing food ordering: predicting the dynamics of chatbot adoption in a tech-driven era

Aslam, W., Ham, M., Mirza, F., Ting, D. H., & Hussain, A. (2025) · Journal of Foodservice Business Research · doi:10.1080/15378020.2025.2468035 · Cited by 10 · see citing works

From cues to choices: The effect of eco-labels and quality excellence on sustainable online consumption in product–service systems

Zhu, Y., & Song, W. (2025) · Computers & Industrial Engineering · doi:10.1016/j.cie.2025.111480 · Cited by 10 · see citing works

Consumption Values, Attitudes and Continuance Intention to Adopt ChatGPT-driven E-Commerce AI Chatbot (LazzieChat)

Yue, Y., Ng, S. I., & Basha, N. K. (2024) · Pakistan Journal of Commerce and Social Sciences · doi:10.64534/commer.2024.040 · Cited by 10 · see citing works

THE FUTURE OF PERSONALISED CUSTOMER EXPERIENCE IN E-COMMERCE: DECODING THE POWER OF AI IN BUILDING TRUST, ENHANCING CONVENIENCE, AND ELEVATING SERVICE QUALITY FOR MALAYSIAN CONSUMERS

Kanapathipillai, K., Singkaravalah, L. M., Balam, M. S., & Nararajan, S. (2024) · European Journal of Social Sciences Studies · doi:10.46827/ejsss.v10i5.1856 · Cited by 10 · see citing works

Impact of artificial intelligence-enabled service quality on user consumption value and continuous intention to use mobile fitness applications: Evidence from China

Lee, J.-C., Gao, Z., & Xiong, L. (2024) · Information Development · doi:10.1177/02666669241269666 · Cited by 9 · see citing works

Artificial intelligence-driven brand strategy: Impact on awareness, image, equity, and loyalty

Laksamana, P., Saripudin, S., Suharyanto, S., & Cahaya, Y. F. (2024) · Journal of Infrastructure Policy and Development · doi:10.24294/jipd10084 · Cited by 9 · see citing works

Artificial Intelligence Social Responsibility in the Consumer Market: Dimension Exploration and Scale Development

Peng-yi, S., Li, J., & Wan, D. (2025) · International Journal of Consumer Studies · doi:10.1111/ijcs.70054 · Cited by 9 · see citing works

Artificial Intelligence in Personalized Marketing: Strategies for Enhancing Consumer Engagement

Syaharuddin, Hidayanti, N. F., Iswanto, D., & Ningsih, N. H. I. (2025) · Advance Sustainable Science Engineering and Technology · doi:10.26877/df5dwp69 · Cited by 9 · see citing works

Automating customer feedback analysis in E-commerce: A multi-Model approach

Davoodi, L., Mezei, J., Nikou, S., & Espinosa-Leal, L. (2025) · Expert Systems with Applications · doi:10.1016/j.eswa.2025.130865 · Cited by 9 · see citing works

Digital prejudices: an analysis of gender, racial and religious biases in generative AI chatbots

Chua, A. Y. K., Chen, M., Kan, M., & Seoh, W. (2025) · Internet Research · doi:10.1108/intr-10-2024-1536 · Cited by 9 · see citing works

How does a service chatbot build parasocial relationships with customers? A perspective from parasocial interaction theory

Lu, C.-H., Li, C., & Chen, Y.-X. (2026) · Internet Research · doi:10.1108/intr-03-2024-0421 · Cited by 9 · see citing works

A Study on Customer Behavior in Online Dating Platforms: Analyzing the Impact of Perceived Value on Enhancing Customer Loyalty

Huang, Q., Zhang, R., Lee, H., Xu, H., & Pan, Y. (2024) · Behavioral Sciences · doi:10.3390/bs14100973 · Cited by 9 · see citing works

Self-recovery or human Intervention? understanding the role of task type and failure frequency in chatbot failure recovery

Lu, Z., & Min, Q. (2025) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2025.104444 · Cited by 8 · see citing works

The Impact of Artificial Intelligence-Based Service Quality on E-Loyalty with the Mediating Role of E-Customer Satisfaction and the Moderating Role of E-Trust

Awaad, S. M., Mohammed, A. A., & Mohamed, N. A. (2026) · Studies in big data · doi:10.1007/978-3-032-08765-2_4

Does AI Chatbot Service Quality Impact Customer Loyalty?

Rupali, A., Sharma, N., Arora, P., & Mishra, P. (2024) · Advances in finance, accounting, and economics book series · doi:10.4018/979-8-3693-1503-3.ch002 · Cited by 5 · see citing works

Understanding the user satisfaction and loyalty of customer service chatbots

Hsu, C., & Lin, J. C. (2022) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2022.103211 · Cited by 420 · see citing works

AI Chatbots And Customer Loyalty: A Systematic Literature Review

Das*, N. (2026) · Zenodo (CERN European Organization for Nuclear Research) · doi:10.5281/zenodo.21739383

The Influence of AI Chatbots in Fintech Services on Customer Loyalty within the Banking Industry

El-Shihy, D. A. M., Abdelraouf, M., Hegazy, M., & Hassan, N. (2024) · Future of Business Administration · doi:10.33422/fba.v3i1.644 · Cited by 44 · see citing works