Figure 1
The conceptual model shows three types of boxes distinguished by their borders. Double-bordered rectangular boxes represent second-order constructs, rounded rectangular boxes represent first-order dimensions of second-order constructs, and single-bordered rectangular boxes represent first-order latent variables. On the left side of the model, nine vertically arranged rounded rectangles appear, labeled from top to bottom as “Two-way communication”, “Active control”, “Synchronicity”, “Customization”, “Localization”, “Argument quality”, “Source credibility”, “Connectivity”, and “Sense of safety”. To the right of these rounded rectangles, four vertically arranged double-bordered rectangles are shown, labeled from top to bottom as “Interactivity affordance”, “Selectivity affordance”, “Information affordance”, and “Association affordance”. Rightward arrows emerge from “Two-way communication”, “Active control”, and “Synchronicity” and point to “Interactivity affordance”. Rightward arrows emerge from “Customization” and “Localization” and point to “Selectivity affordance”. Rightward arrows emerge from “Argument quality” and “Source credibility” and point to “Information affordance”. Rightward arrows emerge from “Connectivity” and “Sense of safety” and point to “Association affordance”. In the center of the model, to the right of these four affordance constructs, a double-bordered rectangle labeled “Customers’ smart experience with A I chatbot” appears. Diagonal arrows labeled “H 1”, “H 2”, “H 3”, and “H 4” emerge respectively from “Interactivity affordance”, “Selectivity affordance”, “Information affordance”, and “Association affordance” and point to “Customers’ smart experience with A I chatbot”. Below this central box, a single-bordered rectangular box labeled “Navigation affordance” appears, with an upward arrow labeled “H 5” pointing to “Customers’ smart experience with A I chatbot”. Above the central box, two rounded rectangular boxes are present side by side, labeled “Hedonic smart experience” on the left and “Cognitive smart experience” on the right. “Customers’ smart experience with A I chatbot” is connected to “Hedonic smart experience” and “Cognitive smart experience” by upward arrows. From “Customers’ smart experience with A I chatbot”, a rightward arrow labeled “H 6” points to a single-bordered rectangular box labeled “A I chatbot affinity”, which is followed by another rightward arrow labeled “H 7” pointing to a single-bordered rectangular box on the far right labeled “Stickiness to A I chatbot”. Above “Stickiness to A I chatbot”, a single-bordered rectangular box labeled “Control variables Age, Gender, Education, Frequency, Type, Income” appears, with a downward arrow pointing to “Stickiness to A I chatbot”. A legend at the bottom right states that double-bordered rectangular boxes represent “second-order constructs”, rounded rectangular boxes represent “first-order dimensions of second-order constructs”, and single-bordered rectangular boxes represent “first-order latent variables”.Proposed framework