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Keywords: Chatbots
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Journal Articles
Investigating the factors raising customers concern to continue using AI-supported customer care services of banks: a hybrid SEM-ANN approach
Available to Purchase
Aslib Journal of Information Management 1–46.
Published: 20 January 2026
... regarding artificial intelligence (AI) chatbot usage (100%), followed by technological anxiety (79.7%) (Model-B). Additionally, customer concerns about using AI chatbots (100%) had the strongest impact on discontinuance use intentions, with distrust (67.7%) and technological anxiety (67.6%) also playing...
Journal Articles
The impact of chabot characteristics on patient adoption and intention to use healthcare e-services: the novel roles of patient ideologies
Available to Purchase
Aslib Journal of Information Management (2025)
Published: 17 June 2025
...Khan Zaib; Jian-Jun Wang Purpose This research explores how chatbot characteristics influence patient adoption of chatbot apps in healthcare. It also examines the intention to use e-services, considering patient ideologies (Luddites vs technophiles) across Generation Y and Generation Z. Design...
Journal Articles
Unveiling the influence of dialogic communication on AI-technology trust in e-commerce
Available to Purchase
Aslib Journal of Information Management (2025)
Published: 22 May 2025
...Zhang Hui; Ali Nawaz Khan; Naseer Abbas Khan Purpose The purpose of this study is to investigate the influence of AI chatbots on consumer behavior in e-commerce, specifically focusing on how dialogic chatbot communication affects consumers' willingness to accept chatbot decisions. The study aims...
