Please use this identifier to cite or link to this item:
http://hdl.handle.net/10773/41414
Title: | Assessing customer interactions with chatbots in online shopping experiences |
Author: | Torres, Ana Isabel Delgado, Catarina J. M. |
Issue Date: | 2023 |
Publisher: | IGI Global |
Abstract: | Chatbots are website artificial intelligence-based and automated customer support tools to improve the customer experience, to reduce costs, and to improve service quality. This study aims to understand and analyze the user-technology interaction and technology-engagement success measures to assess online customer engagement with chatbots and the impact on repurchase intention, within e-commerce websites. The sample data consists of 227 online consumer responses collected through an electronic survey. Only 165 respondents, which have used a chatbot to assist the online purchase process, are included in the effective sample. This research contributes to the digital marketing literature by complementing existing research exploring human-technology interactions, assessing how consumers interact with chatbot technology and how it affects customer engagement and behavioral outcomes within e-retail contexts. The study findings provide several challenges for managers. Finally, it discusses emerging trends in the digital marketing field, offering insights for future research avenues. |
Peer review: | yes |
URI: | http://hdl.handle.net/10773/41414 |
DOI: | 10.4018/978-1-6684-5523-4.ch011 |
ISBN: | 978-166-845-523-4 |
Appears in Collections: | ISCA-UA - Capítulo de livro |
Files in This Item:
File | Description | Size | Format | |
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2022_BC_Assessing-Customer-Interactions-With-Chatbots.pdf | 673.65 kB | Adobe PDF |
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