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Keywords: Chatbot
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Journal Articles
I’m learning and improving! The impact of chatbot learning evidence on customer tolerance of chatbot service failure
Available to Purchase
Journal of Research in Interactive Marketing 1–15.
Published: 20 January 2026
...Wengang Liu; Xindi Qiu; Ke Ma; Zihan Jiang Purpose The rapid adoption of AI chatbots in diverse service contexts has been accompanied by increased service failures, making effective self-recovery strategies critical. This research examines the effect of linguistic forms of chatbot learning...
Includes: Supplementary data
Journal Articles
Consumer perceptions of AI chatbots on Twitter (X) and Reddit: an analysis of social media sentiment and interactive marketing strategies
Available to Purchase
Journal of Research in Interactive Marketing (2025) 19 (7): 1096–1124.
Published: 28 January 2025
...Christian Graham; Rusty Stough Purpose This study investigated consumer perceptions of AI chatbots focusing on sentiment analysis across Twitter (X) and Reddit during ChatGPT3 through ChatGPT4 launches. It identifies user sentiments: positive, negative, or neutral and explores their impact...
Journal Articles
How chatbots' social presence communication enhances consumer engagement: the mediating role of parasocial interaction and dialogue
Available to Purchase
Journal of Research in Interactive Marketing (2021) 15 (3): 460–482.
Published: 18 June 2021
...Wan-Hsiu Sunny Tsai; Yu Liu; Ching-Hua Chuan Purpose This study presents one of the earliest empirical investigations on how brand chatbots' anthropomorphic design and social presence communication strategies may improve consumer evaluation outcomes via the mediators of parasocial interaction...
