Do chatbots attract users? Exploring the drivers of consumer intention

Adam, M.; Wessel, M. & Benlian, A. (2021). “AI-based chatbots in customer service and their effects on user compliance”. Electronic Markets. 31: 427-445. https://doi.org/10.1007/s12525-020-00414-7.

Agárdi, I. & Alt, M.A. (2024). “Do digital natives use mobile payment differently than digital immigrants? A comparative study between generation X and Z”. Electronic Commerce Research. 24(3): 1463-1490.  https://doi.org/10.1007/s10660-022-09537-9.

Aggarwal, P. & McGill, A.L. (2007). “Is that car smiling at me? Schema congruity as a basis for evaluating anthropomorphized products”. Journal of Consumer Research. 34(4): 468-479. https://doi.org/10.1086/518544.

Akrout, F. (2010). Les méthodes des équations structurelles. Laboratoire de recherche Marketing. https://fr.scribd.com/document/544051756/Fathi-Akrout-Les-Methodes-Des-Equations. [in French]

Babin, B.J.; Darden, W.R. & Grifn, M. (1994). “Work and/or fun: measuring hedonic and utilitarian shopping value”. Journal of Consumer Research. 20(4): 644-656. https://www.jstor.org/stable/2489765.

Baron, R.M. & Kenny, D.A. (1986). “The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations”. Journal of Personality and Social Psychology. 51(6): 1173–1182. https://psycnet.apa.org/doi/10.1037/0022-3514.51.6.1173.

Biocca, F.; Harms, C. & Burgoon, J.K. (2003). “Toward a more robust theory and measure of social presence: Review and suggested criteria”. Presence: Teleoperators & Virtual Environments. 12(5): 456-480. https://doi.org/10.1162/105474603322761270.

Bleier, A.; Harmeling, C.M. & Palmatier, R.W. (2019). “Creating effective online customer experiences”. Journal of Marketing. 83(2): 98-119. https://psycnet.apa.org/doi/10.1177/0022242918809930.

Canevello, A. & Crocker, J. (2010). “Creating good relationships: responsiveness, relationship quality, and interpersonal goals”. Journal of Personality and Social Psychology, 99(1): 78-106. https://doi.org/10.1037/a0018186.

Canziani, B. & MacSween, S. (2021). “Consumer acceptance of voice-activated smart home devices for product information seeking and online ordering”. Computers in Human Behavior. 119. https://doi.org/10.1016/j.chb.2021.106714.

Chattaraman, V.; Kwon, W.S.; Gilbert, J.E. & Ross, K. (2019). “Should AI-based, conversational digital assistants employ social- or task-oriented interaction style? A task- competency and reciprocity perspective for older adults”. Computers in Human Behavior. 90: 315-330. https://psycnet.apa.org/doi/10.1016/j.chb.2018.08.048.

Cheng, Y. & Jiang, H. (2020). “How do AI-driven chatbots impact user experience? Examining gratifcations, perceived privacy risk, satisfaction, loyalty, and continued use”. Journal of Broadcasting & Electronic Media. 64(4): 592-614. https://doi.org/10.1080/08838151.2020.1834296.

Chung, M.; Ko, E.; Joung, H. & Kim, S.J. (2020). “Chatbot e-service and customer satisfaction regarding luxury brands”. Journal of Business Research. 117: 587-595. https://doi.org/10.1016/j.jbusres.2018.10.004.

Crolic, C.; Thomaz, F.; Hadi, R. & Stephen, A.T. (2022). “Blame the bot: Anthropomorphism and anger in customer–chatbot interactions”. Journal of Marketing. 86(1): 132-148. https://doi.org/10.1177/00222429211045687.

Cyr, D.; Hassanein, K.; Head, M. & Ivanov, A. (2007). “The role of social presence in establishing loyalty in e-service environments”. Interacting with Computers. 19(1): 43-56. https://doi.org/10.1016/j.intcom.2006.07.010

De Cicco, R.; Silva, S.C. & Alparone, F.R. (2020). “Millennials’ attitude toward chatbots: An experimental study in a social relationship perspective”. International Journal of Retail & Distribution Management. 48(11): 1213-1233. https://doi.org/10.1108/IJRDM-12-2019-0406.

Deci, E.L. & Ryan, R.M. (2014). “Autonomy and need satisfaction in close relationships: Relationships motivation theory”. In Weinstein N. (Ed.). Human Motivation and Interpersonal Relationships: Theory, Research, and Applications (pp. 53-73). Cham: Springer.

Dinh, C.M. & Park, S. (2024). “How to increase consumer intention to use Chatbots? An empirical analysis of hedonic and utilitarian motivations on social presence and the moderating effects of fear across generations: Dinh and Park”. Electronic Commerce Research. 24(4): 2427-2467. https://doi.org/10.1007/s10660-022-09662-5.

Fornell, C. & Larcker, D.F. (1981). “Evaluating structural equation models with unobservable variables and measurement error”. Journal of Marketing Research. 18(1): 39-50. https://doi.org/10.1177/002224378101800104.

Gefen, D. & Straub, D.W. (2004). “Consumer trust in B2C e-Commerce and the importance of social presence: Experiments in e-Products and e-Services”. Omega. 32(6): 407-424. https://doi.org/10.1016/j.omega.2004.01.006. 

Geiger, A.; Horbel, C. & Germelmann, C.C. (2018). “’Give and take’: How notions of sharing and context determine free peer-to-peer accommodation decisions”. Journal of Travel & Tourism Marketing. 35(1): 5-15. doi.org/10.1080/10548408.2016.1231101.

Gretry, A.; Horváth, C.; Belei, N. & van Riel, A.C.R. (2017). “Don’t pretend to be my friend! When an informal brand communication style backfires on social media”. Journal of Business Research. 74: 77-89. https://doi.org/10.1016/j.jbusres.2017.01.012.

Hoyle, R.H. (1995). Structural Equation Modeling: Concepts, Issues, and Applications. Sage Publications.

Huang, M.H. & Rust, R.T. (2021). “Engaged to a robot? The role of AI in service”. Journal of Service Research. 24(1): 30-41. https://doi.org/10.1177/1094670520902266.

Keeling, K.; McGoldrick, P. & Beatty, S. (2010). “Avatars as salespeople: Communication style, trust, and intentions”. Journal of Business Research. 63(8): 793-800. https://doi.org/10.1016/j.jbusres.2008.12.015.

Kim, J.; Kim, J. & Johnson, K.K. (2010). “The customer-salesperson relationship and sales effectiveness in luxury fashion stores: The role of self monitoring”. Journal of Global Fashion Marketing. 1(4): 230-239. https://doi.org/10.1080/20932685.2010.10593074.

Lee, K.M. (2004). “The multiple source efect and synthesized speech: Doubly-disembodied language as a conceptual framework”. Human Communication Research. 30(2): 182-207. https://doi.org/10.1111/j.1468-2958.2004.tb00730.x.

Lissitsa, S. & Kol, O. (2021). “Four generational cohorts and hedonic m-shopping: Association between personality traits and purchase intention”. Electronic Commerce Research. 21(2): 545-570. https://doi.org/10.1007/s10660-019-09381-4.

McLean, G. & Osei-Frimpong, K. (2019). “Hey Alexa… examine the variables influencing the use of artificial intelligent in-home voice assistants”. Computers in Human Behavior. 99: 28-37. https://psycnet.apa.org/doi/10.1016/j.chb.2019.05.009.

Mimoun, M.S.B. & Poncin, I. (2015). “A valued agent: How ECAs affect website customers’ satisfaction and behaviors”. Journal of Retailing and Consumer Services. 26: 70-82. https://doi.org/10.1016/j.jretconser.2015.05.008.

Mishra, A.; Shukla, A. & Sharma, S.K. (2022). “Psychological determinants of users’ adoption and word-of-mouth recommendations of smart voice assistants”. International Journal of Information Management. 67. https://doi.org/10.1016/j.ijinfomgt.2021.102413.

Nunnally Jr, J.C. (1970). Introduction to Psychological Measurement. McGraw-Hill.

Oliveira, E. (2021). “Understanding consumers’ acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption”. Journal of Business Research. 122: 180-191. https://doi.org/10.1016/j.jbusres.2020.08.058.

Pitardi, V. & Marriott, H.R. (2021). “Alexa, she’s not human but unveiling the drivers of consumers’ trust in voice-based artifcial intelligence”. Psychology & Marketing. 38(4): 626-642. https://doi.org/10.1002/mar.21457.

Roy, R. & Naidoo, V. (2021). “Enhancing chatbot effectiveness: The role of anthropomorphic conversational styles and time orientation”. Journal of Business Research. 126: 23-34. https://doi.org/10.1016/j.jbusres.2020.12.051.

Ryan, R.M. & Deci, E.L. (2024). “Self-determination theory”. In Encyclopedia of Quality of Life and Well-Being Research (pp. 6229-6235). Cham: Springer International Publishing.

Short, J.; Williams, E. & Christie, B. (1976). The Social Psychology of Telecommunications. London: John Wiley & Sons.

Shumanov, M. & Johnson, L. (2021). “Making conversations with chatbots more personalized”. Computers in Human Behavior. 117: 106627. https://doi.org/10.1016/j.chb.2020.106627.

Straub, D.W. (1994). “The effect of culture on it diffusion: E-mail and fax in Japan and the US”. Information Systems Research. 5(1): 23-47. https://doi.org/10.1287/isre.5.1.23.

Thomaz, F.; Salge, C.; Karahanna, E. & Hulland, J. (2020). “Learning from the Dark Web: Leveraging conversational agents in the era of hyper-privacy to enhance marketing”. Journal of the Academy of Marketing Science. 48(1): 43-63. https://doi.org/10.1007/s11747-019-00704-3.

Toader, D.C.; Boca, G.; Toader, R.; Măcelaru, M.; Toader, C.; Ighian, D. & Rădulescu, A.T. (2020). “The effect of social presence and chatbot errors on trust”. Sustainability. 12(1): 256. https://doi.org/10.3390/su12010256.

van Dolen, W.M.; Dabholkar, P.A. & De Ruyter, K. (2007). “Satisfaction with online commercial group chat: the influence of perceived technology attributes, chat group characteristics, and advisor communication style”. Journal of Retailing. 83(3): 339-358. https://doi.org/10.1016/j.jretai.2007.03.004.

Vimalkumar, M.; Sharma, S.K.; Singh, J.B. & Dwivedi, Y.K. (2021). “‘Okay google, what about my privacy?’: User's privacy perceptions and acceptance of voice based digital assistants”. Computers in Human Behavior. 120, 106763. https://doi.org/10.1016/j.chb.2021.106763.

Williams, K.C. & Spiro, R.L. (1985). “Communication style in the sales person customer dyad”. Journal of Market Research. 22: 434-442. https://doi.org/10.1177/002224378502200408.

Zarouali, B.; Van den Broeck, E.; Walrave, M. & Poels, K. (2018). “Predicting consumer responses to a chatbot on Facebook”. Cyberpsychology, Behavior, and Social Networking. 21(8): 491-497. https://doi.org/10.1089/cyber.2017.0518.

Zumstein, D. & Hundertmark, S. (2017). “Chatbots--an interactive technology for personalized communication, transactions and services”. IADIS International Journal on WWW/Internet. 15(1). iadisportal.org/ijwi/papers/2017151107.pdf.