... to customer chatbot stickiness through affinity. Originality/value Our study provides evidence that supports and extends the affordances and affinity lens by highlighting the roles of specific chatbot affordances that contribute to a positive-smart experience and subsequently enhances customer chatbot...

...Rania B. Mostafa; Mohamed Sobhy Temerak Purpose This paper aims to identify the mechanism through which consumer empowerment, created via the Facebook brand page (FBBP), is transformed into brand page stickiness. Specifically, a model examining the mediating role of FBBP experience...