Figure 2
The diagram outlines a research methodology that investigates customers' perceptions of authenticity in AI-powered service apps. It consists of two main studies: the first focuses on interviews with Vietnamese customers using related apps, involving purposive sampling, in-depth interviews lasting 60 to 75 minutes, data preprocessing through transcription and translation using Nvivo 12, and thematic analysis to identify symbolic and natural stimuli shaping perceptions. The second study involves text mining, selecting eleven health, lifestyle, and beauty apps employing A I technology, followed by review extraction and keyword development related to authenticity. It also details data cleaning from over twenty-seven thousand reviews to isolate eleven thousand four hundred containing relevant keywords, employing L D A topic modeling and dominance analysis to evaluate the significance of each stimulus's impact on customer engagement. The flow of information is organized in a sequential, top-to-bottom manner.The process of data selection and analysis (adapted from Creswell and Clark, 2018)
Source: Authors’ own work