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Assessing the impact of AI-chatbot service quality on user e-brand loyalty through chatbot user trust, experience and electronic word of mouth

Muhammad Farrukh Shahzad, Shuo Xu, Xin An, Iqra Javed

2024Journal of Retailing and Consumer Services154 citationsDOI

Topics & Concepts

ChatbotWord of mouthLoyaltyService qualityService (business)BusinessQuality (philosophy)AdvertisingWord (group theory)Computer scienceWorld Wide WebMarketingLinguisticsPhilosophyEpistemologyAI in Service InteractionsDigital Marketing and Social MediaTechnology Adoption and User Behaviour
Assessing the impact of AI-chatbot service quality on user e-brand loyalty through chatbot user trust, experience and electronic word of mouth | Litcius