The effect of the anthropomorphic design of chatbots on customer switching intention when the chatbot service fails: An expectation perspective
Zhenzhen Lu, Qingfei Min, Lintong Jiang, Qi Chen
Topics & Concepts
ChatbotPerspective (graphical)Service (business)Customer servicePsychologyComputer scienceBusinessMarketingWorld Wide WebArtificial intelligenceAI in Service InteractionsDigital Marketing and Social MediaTechnology Adoption and User Behaviour