Classifying and measuring the service quality of AI chatbot in frontline service

EXPRESS: Blame the Bot: Anthropomorphism and Anger in Customer-Chatbot Interactions

(2021) Cammy Crolic et al.   JOURNAL OF MARKETING

In the shades of the uncanny valley: An experimental study of human–chatbot interaction

(2018) Leon Ciechanowski et al.   Future Generation Computer Systems-The International Journal of eScience

Consumer Resistance to Innovation in Services: Challenges and Barriers in the Internet of Things Era

(2018) Zied Mani et al.   JOURNAL OF PRODUCT INNOVATION MANAGEMENT

Emotional Attachment, Performance, and Viability in Teams Collaborating with Embodied Physical Action (EPA) Robots

(2018) Sangseok You et al.   Journal of the Association for Information Systems

Measuring service quality from unstructured data: A topic modeling application on airline passengers’ online reviews

(2018) Nikolaos Korfiatis et al.   EXPERT SYSTEMS WITH APPLICATIONS

Towards human-like and transhuman perception in AI 2.0: a review

(2017) Yong-hong Tian et al.   Frontiers of Information Technology & Electronic Engineering

Out of Dedication or Constraint? A Dual Model of Post-Adoption Phenomena and Its Empirical Test in the Context of Online Services

(2017) Kim et al.   MIS QUARTERLY

Vital Signs for Virtual Teams: An Empirically Developed Trigger Model for Technology Adaptation Interventions

(2017) Thomas et al.   MIS QUARTERLY

Construct Measurement and Validation Procedures in MIS and Behavioral Research: Integrating New and Existing Techniques

(2017) MacKenzie et al.   MIS QUARTERLY

Integrating Service Quality with System and Information Quality: An Empirical Test in the E-Service Context

(2017) Jingjun (David) Xu et al.   MIS QUARTERLY

IT-Mediated Customer Service Content and Delivery in Electronic Governments: An Empirical Investigation of the Antecedents of Service Quality

(2017) Chee-Wee Tan et al.   MIS QUARTERLY

Trust, Satisfaction, and Online Repurchase Intention: The Moderating Role of Perceived Effectiveness of E-Commerce Institutional Mechanisms

(2017) Yulin Fang et al.   MIS QUARTERLY

An Exploratory Study of the Formation and Impact of Electronic Service Failures

(2016) Chee-Wee Tan et al.   MIS QUARTERLY

A customer value, satisfaction, and loyalty perspective of mobile application recommendations

(2015) Chenyan Xu et al.   DECISION SUPPORT SYSTEMS

Service Innovation in the Digital Age: Key Contributions and Future Directions

(2015) Michael Barrett et al.   MIS QUARTERLY

Functional quality and hedonic quality: A study of the dimensions of e-service quality in online travel agencies

(2012) Merce Bernardo et al.   INFORMATION & MANAGEMENT

Toward Spoken Human-Computer Tutorial Dialogues

(2010) Sidney D'Mello et al.   HUMAN-COMPUTER INTERACTION

Evaluating Anthropomorphic Product Recommendation Agents: A Social Relationship Perspective to Designing Information Systems

(2009) Lingyun Qiu et al.   JOURNAL OF MANAGEMENT INFORMATION SYSTEMS