... is a more dependable determinant of the intention to repurchase compared to the service quality of AI tools. In addition, the analysis confirms the moderating influence of reverse logistics. Originality/value In the online shopping setting, this study confirms the empirical association among service...

...Namita Sharma; Meenal Arora; Urvashi Tandon; Amit Mittal Purpose This study aims to conduct a comprehensive analysis of the current body of existing literature on chatbots and online shopping. Additionally, this study identifies and emphasize the future research agenda and emerging trends within...