...Kaluarachchi Kankanamge Chamodi Sandunima Purpose The integration of AI chatbot applications within social media messenger platforms seeks to support an “online-to-offline” strategy, encouraging chat-based consumer engagement that translates into actual purchases. This study investigates...

...Wen Hai; Sotaro Katsumata Purpose This study investigated how face concern—the extent to which individuals care about maintaining a positive social image—moderates consumers’ anger toward anthropomorphic chatbots used in service recovery following service failures, given that the level of recovery...

...Zixin Zhao; Eugene Cheng-Xi Aw Purpose The study develops and tests a framework to investigate the artificial intelligence (AI) chatbots’ communication qualities and human-like characteristics on perceived empathy, which translates into service authenticity and empowerment, and eventually brand...