...Thi Thu Ha Truong; Ja Shen Chen Purpose Artificial intelligence chatbots are increasingly employed as substitutes for human service agents in customer service. This study investigates how two key chatbot features, anthropomorphism and responsiveness, enhance the customer experience by fostering...

.../methodology/approach Data collection was carried out in the form of a questionnaire survey. Data from 416 respondents were analyzed by structural, followed by further test by fsQCA method. Findings Perceived controllability, perceived responsiveness and perceived mutuality positively influence tie...

...Deepika Sharma; Justin Paul; Sanjay Dhir; Rashi Taggar Purpose The ease and convenience of online shopping are shifting the customers to e-tailers. This has prompted offline retailers to re-examine behavioural patterns along with a reconfiguration for a responsive retail model. The paper...