| 參考文獻 |
Adam, M., Wessel, M., & Benlian, A. (2020). AI-based chatbots in customer service and their effects on user compliance. Electronic Markets, 1-19.
Aggarwal, P., & McGill, A. L. (2012). When brands seem human, do humans act like brands? Automatic behavioral priming effects of brand anthropomorphism. Journal of Consumer Research, 39(2), 307-323.
Alizamir, S., De Véricourt, F., & Sun, P. (2013). Diagnostic accuracy under congestion. Management Science, 59(1), 157-171.
AllBusiness. (2020). 9 Ways to Use Facebook Chatbots to Grow Your Business. Retrieved from https://www.allbusiness.com/use-facebook-chatbots-to-grow-your-business-132318-1.html
Anderson, E. W. (1998). Customer satisfaction and word of mouth. Journal of Service Research, 1(1), 5-17.
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423.
Araujo, T. (2018). Living up to the chatbot hype: The influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions. Computers in Human Behavior, 85, 183-189.
Arndt, J. (1967). Role of product-related conversations in the diffusion of a new product. Journal of Marketing Research, 4(3), 291-295.
Arsovski, S., Osipyan, H., Oladele, M. I., & Cheok, A. D. (2019). Automatic knowledge extraction of any Chatbot from conversation. Expert Systems with Applications, 137, 343-348.
Ashfaq, M., Yun, J., Yu, S., & Loureiro, S. M. C. (2020). I, Chatbot: Modeling the determinants of users’ satisfaction and continuance intention of AI-powered service agents. Telematics and Informatics, 54, 101473. doi:10.1016/j.tele.2020.101473
Bagozzi, R. P., & Heatherton, T. F. (1994). A general approach to representing multifaceted personality constructs: Application to state self‐esteem. Structural Equation Modeling: A Multidisciplinary Journal, 1(1), 35-67.
Bagozzi, R. P., & Yi, Y. (2012). Specification, evaluation, and interpretation of structural equation models. Journal of the Academy of Marketing Science, 40(1), 8-34.
Ball, D., Coelho, P. S., & Vilares, M. J. (2006). Service personalization and loyalty. Journal of Services Marketing, 20(6), 391-403.
Bentler, P. M., & Bonett, D. G. (1980). Significance tests and goodness of fit in the analysis of covariance structures. Psychological Bulletin, 88(3), 588-606.
Bland, J. M., & Altman, D. G. (1997). Statistics notes: Cronbach’s alpha. BMJ, 314(7080), 572.
Blut, M. (2016). E-service quality: development of a hierarchical model. Journal of Retailing, 92(4), 500-517.
Blut, M., Chowdhry, N., Mittal, V., & Brock, C. (2015). E-service quality: A meta-analytic review. Journal of Retailing, 91(4), 679-700.
Blut, M., Wang, C., & Schoefer, K. (2016). Factors influencing the acceptance of self-service technologies: A meta-analysis. Journal of Service Research, 19(4), 396-416.
Bollen, K. A. (1989). A new incremental fit index for general structural equation models. Sociological Methods & Research, 17(3), 303-316.
Brislin, R. W. (1986). The wording and translation of research instruments. In W. J. Lonner & J. W. Berry (Eds.), Cross-cultural research and methodology series, Vol. 8. Field Methods in Cross-Cultural Research (pp. 137-164). Thousand Oaks, CA: Sage Publications, Inc.
Bush, A. J., Martin, C. A., & Bush, V. D. (2004). Sports celebrity influence on the behavioral intentions of generation Y. Journal of Advertising Research, 44(1), 108-118.
Business Insider. (2019). Global Chatbot Market Anticipated to Reach $9.4 Billion by 2024 - Robust Opportunities to Arise in Retail & eCommerce. Retrieved from https://markets.businessinsider.com/news/stocks/global-chatbot-market-anticipated-to-reach-9-4-billion-by-2024-robust-opportunities-to-arise-in-retail-ecommerce-1028759508
Cai, S., & Jun, M. (2003). Internet users’ perceptions of online service quality: a comparison of online buyers and information searchers. Managing Service Quality: An International Journal, 13(6), 504-519.
Campbell, D. T., & Fiske, D. W. (1959). Convergent and discriminant validation by the multitrait-multimethod matrix. Psychological Bulletin, 56(2), 81-105.
Castro, D., Atkinson, R. D., & Ezell, S. J. (2010). Embracing the Self-Service Economy. Washington, DC: The Information Technology & Innovation Foundation.
Chatbots Life. (2019). Chatbot 2019 Trends and Stats with Insider Reports. Retrieved from https://chatbotslife.com/chatbot-2019-trends-and-stats-with-insider-reports-fb71697deee4
Chen, J.-S., Tsou, H. T., & Huang, A. Y.-H. (2009). Service delivery innovation: Antecedents and impact on firm performance. Journal of Service Research, 12(1), 36-55.
Chen, Z., & Liu, B. (2018). Lifelong machine learning. Synthesis Lectures on Artificial Intelligence and Machine Learning, 12(3), 1-207.
Chen, Z., Lu, Y., Nieminen, M. P., & Lucero, A. (2020). Creating a Chatbot for and with Migrants: Chatbot Personality Drives Co-Design Activities. Paper presented at the Proceedings of the 2020 ACM Designing Interactive Systems Conference, Eindhoven, Netherlands. Retrieved from https://doi.org/10.1145/3357236.3395495
Chin, W. W. (1998). The partial least squares approach to structural equation modeling. Modern Methods for Business Research, 295(2), 295-336.
Chung, M., Ko, E., Joung, H., & Kim, S. J. (2018). Chatbot e-service and customer satisfaction regarding luxury brands. Journal of Business Research, 117, 587-595.
Ciechanowski, L., Przegalinska, A., Magnuski, M., & Gloor, P. (2019). In the shades of the uncanny valley: An experimental study of human–chatbot interaction. Future Generation Computer Systems, 92, 539-548.
Collier, J. E., & Bienstock, C. C. (2006). Measuring service quality in e-retailing. Journal of Service Research, 8(3), 260-275.
Cortina, J. M. (1993). What is coefficient alpha? An examination of theory and applications. Journal of Applied Psychology, 78(1), 98-104.
Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16(3), 297-334.
Cyr, D., Head, M., & Ivanov, A. (2006). Design aesthetics leading to m-loyalty in mobile commerce. Information & Management, 43(8), 950-963.
Das, G., Agarwal, J., Malhotra, N. K., & Varshneya, G. (2019). Does brand experience translate into brand commitment?: A mediated-moderation model of brand passion and perceived brand ethicality. Journal of Business Research, 95, 479-490.
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319-340.
de Haan, H. (2018). Chatbot Personality and Customer Satisfaction. (Bachelor’s Thesis). Utrecht University, Netherlands. Retrieved from https://research.infosupport.com/wp-content/uploads/Chatbot-Personality-and-Customer-Satisfaction-Bachelor-Thesis-Information-Sciences-Hayco-de-Haan.pdf
DeLone, W. H., & McLean, E. R. (1992). Information systems success: The quest for the dependent variable. Information Systems Research, 3(1), 60-95.
DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: a ten-year update. Journal of Management Information Systems, 19(4), 9-30.
Deng, L., Turner, D. E., Gehling, R., & Prince, B. (2010). User experience, satisfaction, and continual usage intention of IT. European Journal of Information Systems, 19(1), 60-75.
Dillon, W. R., & Goldstein, M. (1984). Multivariate Analysis: Methods and Applications. New York: John Wiley and Sons, Inc.
Ding, D. X., Hu, P. J.-H., & Sheng, O. R. L. (2011). e-SELFQUAL: A scale for measuring online self-service quality. Journal of Business Research, 64(5), 508-515.
DiSalvo, C., & Gemperle, F. (2003). From seduction to fulfillment: the use of anthropomorphic form in design. Paper presented at the Proceedings of the 2003 International Conference on Designing Pleasurable Products and Interfaces, Pittsburgh, PA, USA. Retrieved from https://doi.org/10.1145/782896.782913
Doll, W. J., Xia, W., & Torkzadeh, G. (1994). A confirmatory factor analysis of the end-user computing satisfaction instrument. MIS Quarterly, 453-461.
Drost, E. A. (2011). Validity and reliability in social science research. Education Research and Perspectives, 38(1), 105-123.
Duffy, B. R. (2003). Anthropomorphism and the social robot. Robotics and Autonomous Systems, 42(3-4), 177-190.
Edmunds, A., & Morris, A. (2000). The problem of information overload in business organisations: a review of the literature. International Journal of Information Management, 20(1), 17-28.
Edvardsson, B. (2005). Service quality: beyond cognitive assessment. Managing Service Quality: An International Journal, 15(2), 127-131.
Edvardsson, B., Enquist, B., & Johnston, R. (2005). Cocreating customer value through hyperreality in the prepurchase service experience. Journal of Service Research, 8(2), 149-161.
Edwards, C., Edwards, A., Spence, P. R., & Shelton, A. K. (2014). Is that a bot running the social media feed? Testing the differences in perceptions of communication quality for a human agent and a bot agent on Twitter. Computers in Human Behavior, 33, 372-376.
Efraim, O., Maraev, V., & Rodrigues, J. (2018). Boosting a rule-based chatbot using statistics and user satisfaction ratings. In A. Filchenkov, L. Pivovarova, & J. Žižka (Eds.), Artificial Intelligence and Natural Language. AINL 2017. Communications in Computer and Information Science (Vol. 789, pp. 27-41). Cham: Springer.
Evans, J. R., & Mathur, A. (2005). The value of online surveys. Internet Research, 15(2), 195-219.
Faisal, C. M. N., Fernandez-Lanvin, D., De Andrés, J., & Gonzalez-Rodriguez, M. (2020). Design quality in building behavioral intention through affective and cognitive involvement for e-learning on smartphones. Internet Research, 30(6), 1631-1663.
Ferguson, R. J., Paulin, M., & Bergeron, J. (2010). Customer sociability and the total service experience. Journal of Service Management, 21(1), 25-44.
Field, A. (2005). Discovering Statistics Using IBM SPSS Statistics (2nd ed.). London: Sage Publications.
Følstad, A., Nordheim, C. B., & Bjørkli, C. A. (2018). What makes users trust a chatbot for customer service? An exploratory interview study. In S. S. Bodrunova (Ed.), Internet Science. INSCI 2018. Lecture Notes in Computer Science (Vol. 11193, pp. 194-208). Cham: Springer.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
Fryer, L. K., Nakao, K., & Thompson, A. (2019). Chatbot learning partners: Connecting learning experiences, interest and competence. Computers in Human Behavior, 93, 279-289.
Gao, L., Waechter, K. A., & Bai, X. (2015). Understanding consumers’ continuance intention towards mobile purchase: A theoretical framework and empirical study–A case of China. Computers in Human Behavior, 53, 249-262.
Gerbing, D. W., & Anderson, J. C. (1988). An updated paradigm for scale development incorporating unidimensionality and its assessment. Journal of Marketing Research, 25(2), 186-192.
Gupta, P., & Harris, J. (2010). How e-WOM recommendations influence product consideration and quality of choice: A motivation to process information perspective. Journal of Business Research, 63(9-10), 1041-1049.
Hackbarth, G., Grover, V., & Mun, Y. Y. (2003). Computer playfulness and anxiety: positive and negative mediators of the system experience effect on perceived ease of use. Information & Management, 40(3), 221-232.
Hair, J. F., Black, B., Babin, B., Anderson, R. E., & Tatham, R. L. (1992). Multivariate Data Analysis (6th ed.). New York: Macmillan.
Han, M. C. (2020). The Impact of Anthropomorphism on Consumers’ Purchase Decision in Chatbot Commerce. Journal of Internet Commerce, 1-20.
Harman, H. H. (1976). Modern Factor Analysis (3rd ed.). Chicago: University of Chicago press.
Haynes, S. N., Richard, D., & Kubany, E. S. (1995). Content validity in psychological assessment: A functional approach to concepts and methods. Psychological Assessment, 7(3), 238.
Hill, J., Ford, W. R., & Farreras, I. G. (2015). Real conversations with artificial intelligence: A comparison between human–human online conversations and human–chatbot conversations. Computers in Human Behavior, 49, 245-250.
Hofstede, G., & Hofstede, G. H. (1984). Culture’s Consequences: International Differences in Work-Related Values. Beverly Hill, CA: Sage Publications.
Holbrook, M. B., & Hirschman, E. C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of Consumer Research, 9(2), 132-140.
Holloway, B. B., & Beatty, S. E. (2008). Satisfiers and dissatisfiers in the online environment: A critical incident assessment. Journal of Service Research, 10(4), 347-364.
Holzwarth, M., Janiszewski, C., & Neumann, M. M. (2006). The influence of avatars on online consumer shopping behavior. Journal of Marketing, 70(4), 19-36.
Hooper, D., Coughlan, J., & Mullen, M. R. (2013). The servicescape as an antecedent to service quality and behavioral intentions. Journal of Services Marketing, 27(4), 271-280.
Hoyer, W. D., Kroschke, M., Schmitt, B., Kraume, K., & Shankar, V. (2020). Transforming the customer experience through new technologies. Journal of Interactive Marketing, 51, 57-71.
Hu, H.-f., & Krishen, A. S. (2019). When is enough, enough? Investigating product reviews and information overload from a consumer empowerment perspective. Journal of Business Research, 100, 27-37.
Hu, L. t., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal 6(1), 1-55.
Hu, X., Huang, Q., Zhong, X., Davison, R. M., & Zhao, D. (2016). The influence of peer characteristics and technical features of a social shopping website on a consumer’s purchase intention. International Journal of Information Management, 36(6), 1218-1230.
Huang, E. Y., Lin, S.-W., & Fan, Y.-C. (2015). MS-QUAL: Mobile service quality measurement. Electronic Commerce Research and Applications, 14(2), 126-142.
Huang, M.-H., & Rust, R. T. (2018). Artificial intelligence in service. Journal of Service Research, 21(2), 155-172.
Johnson, A., Roush, T., Fulton, M., & Reese, A. (2017). Implementing Physical Capabilities for an Existing Chatbot by Using a Repurposed Animatronic to Synchronize Motor Positioning with Speech. International Journal of Advanced Studies in Computers, Science and Engineering, 6(1), 20-24.
Kassim, N. M., & Bojei, J. (2002). Service quality: gaps in the Malaysian telemarketing industry. Journal of Business Research, 55(10), 845-852.
Kheng, L. L., Mahamad, O., & Ramayah, T. (2010). The impact of service quality on customer loyalty: A study of banks in Penang, Malaysia. International Journal of Marketing Studies, 2(2), 57-66.
Koda, T. (1996). Agents with faces: A study on the effect of personification of software agents. (Master’s Thesis). Massachusetts Institute of Technology, Boston, MA. Retrieved from http://hdl.handle.net/1721.1/29116
Koufaris, M. (2002). Applying the technology acceptance model and flow theory to online consumer behavior. Information Systems Research, 13(2), 205-223.
Lee, G. G., & Lin, H. F. (2005). Customer perceptions of e‐service quality in online shopping. International Journal of Retail & Distribution Management, 33(2), 161-176.
Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69-96.
Letheren, K., Russell-Bennett, R., & Whittaker, L. (2020). Black, white or grey magic? Our future with artificial intelligence. Journal of Marketing Management, 36(3-4), 216-232.
Li, J., Monroe, W., Ritter, A., Galley, M., Gao, J., & Jurafsky, D. (2016). Deep reinforcement learning for dialogue generation. Paper presented at the Proceedings of the 2016 Conference on Empirical Methods in Natural Language Processing. Retrieved from https://arxiv.org/abs/1606.01541
Li, L., Lee, K. Y., Emokpae, E., & Yang, S.-B. (2021). What makes you continuously use chatbot services? Evidence from chinese online travel agencies. Electronic Markets, 1-25.
Li, Y., & Shang, H. (2020). Service quality, perceived value, and citizens’ continuous-use intention regarding e-government: Empirical evidence from China. Information & Management, 57(3), 103197. doi:10.1016/j.im.2019.103197
Liao, C., Chen, J.-L., & Yen, D. C. (2007). Theory of planning behavior (TPB) and customer satisfaction in the continued use of e-service: An integrated model. Computers in Human Behavior, 23(6), 2804-2822.
Lin, J.-S. C., & Hsieh, P.-L. (2011). Assessing the self-service technology encounters: development and validation of SSTQUAL scale. Journal of Retailing, 87(2), 194-206.
Loiacono, E. T., Watson, R. T., & Goodhue, D. L. (2002). WebQual: A measure of website quality. Marketing Theory and Applications, 13(3), 432-438.
Lokman, A. S., & Ameedeen, M. A. (2018). Modern chatbot systems: A technical review. In K. Arai, R. Bhatia, & S. Kapoor (Eds.), Proceedings of the Future Technologies Conference (FTC) 2018. FTC 2018. Advances in Intelligent Systems and Computing (Vol. 881, pp. 1012-1023). Cham: Springer.
Lokman, A. S., & Zain, J. M. (2010). Chatbot enhanced algorithms: a case study on implementation in Bahasa Malaysia human language. In F. Zavoral, J. Yaghob, P. Pichappan, & E. El-Qawasmeh (Eds.), Networked Digital Technologies. NDT 2010. Communications in Computer and Information Science (Vol. 87, pp. 31-44). Berlin, Heidelberg: Springer.
Lokman, A. S., & Zain, J. M. (2011). Enhancement Algorithms for SQL-Based Chatbot. In J. M. Zain, W. M. b. Wan Mohd, & E. El-Qawasmeh (Eds.), Software Engineering and Computer Systems. ICSECS 2011. Communications in Computer and Information Science (Vol. 180, pp. 470-479). Berlin, Heidelberg: Springer.
Lombardi, M., Pascale, F., & Santaniello, D. (2019). An application for Cultural Heritage using a Chatbot. Paper presented at the 2019 2nd International Conference on Computer Applications & Information Security (ICCAIS), Riyadh, Saudi Arabia. Retrieved from https://doi.org/10.1109/CAIS.2019.8769525
Loureiro, S. M., Cavallero, L., & Miranda, F. J. (2018). Fashion brands on retail websites: Customer performance expectancy and e-word-of-mouth. Journal of Retailing and Consumer Services, 41, 131-141.
Luo, X., Tong, S., Fang, Z., & Qu, Z. (2019). Frontiers: Machines vs. humans: The impact of artificial intelligence chatbot disclosure on customer purchases. Marketing Science, 38(6), 937-947.
MacCallum, R. C., & Hong, S. (1997). Power analysis in covariance structure modeling using GFI and AGFI. Multivariate Behavioral Research, 32(2), 193-210.
Maklan, S. (2012). EXQ: a multiple‐item scale for assessing service experience. Journal of Service Management, 23(1), 5-33.
Manis, K. T., & Choi, D. (2019). The virtual reality hardware acceptance model (VR-HAM): Extending and individuating the technology acceptance model (TAM) for virtual reality hardware. Journal of Business Research, 100, 503-513.
Marsh, H. W., Balla, J. R., & McDonald, R. P. (1988). Goodness-of-fit indexes in confirmatory factor analysis: The effect of sample size. Psychological Bulletin, 103(3), 391-410.
McDonald, R. P., & Ho, M.-H. R. (2002). Principles and practice in reporting structural equation analyses. Psychological Methods, 7(1), 64-82.
McGuire, K. A., Kimes, S. E., Lynn, M., Pullman, M. E., & Lloyd, R. C. (2010). A framework for evaluating the customer wait experience. Journal of Service Management, 21(3), 269-290.
McLean, G., & Osei-Frimpong, K. (2017). Examining satisfaction with the experience during a live chat service encounter-implications for website providers. Computers in Human Behavior, 76, 494-508.
Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50-64.
Mimoun, M. S. B., Poncin, I., & Garnier, M. (2017). Animated conversational agents and e-consumer productivity: The roles of agents and individual characteristics. Information & Management, 54(5), 545-559.
Miranda, S., Tavares, P., & Queiró, R. (2018). Perceived service quality and customer satisfaction: A fuzzy set QCA approach in the railway sector. Journal of Business Research, 89, 371-377.
Mohammadi, H. (2015). Investigating users’ perspectives on e-learning: An integration of TAM and IS success model. Computers in Human Behavior, 45, 359-374.
Mohr, J. J., & Sohi, R. S. (1995). Communication flows in distribution channels: Impact on assessments of communication quality and satisfaction. Journal of Retailing, 71(4), 393-415.
Moro, C., Lin, S., Nejat, G., & Mihailidis, A. (2019). Social robots and seniors: a comparative study on the influence of dynamic social features on human–robot interaction. International Journal of Social Robotics, 11(1), 5-24.
Mou, Y., & Xu, K. (2017). The media inequality: Comparing the initial human-human and human-AI social interactions. Computers in Human Behavior, 72, 432-440.
Murphy, J., Gretzel, U., & Pesonen, J. (2019). Marketing robot services in hospitality and tourism: the role of anthropomorphism. Journal of Travel & Tourism Marketing, 36(7), 784-795.
Murthi, B., & Sarkar, S. (2003). The role of the management sciences in research on personalization. Management Science, 49(10), 1344-1362.
Nagarhalli, T. P., Vaze, V., & Rana, N. (2020). A Review of Current Trends in the Development of Chatbot Systems. Paper presented at the 2020 6th International Conference on Advanced Computing and Communication Systems (ICACCS), Coimbatore, India. Retrieved from https://doi.org/10.1109/ICACCS48705.2020.9074420
Nunnally, J. C. (1978). An overview of psychological measurement. Clinical Diagnosis of Mental Disorders, 97-146.
O’cass, A., & Carlson, J. (2012). An empirical assessment of consumers’ evaluations of web site service quality: conceptualizing and testing a formative model. Journal of Services Marketing, 26(6), 419-434.
O’Leary-Kelly, S. W., & Vokurka, R. J. (1998). The empirical assessment of construct validity. Journal of Operations Management, 16(4), 387-405.
Oh, H., Jeong, M., & Baloglu, S. (2013). Tourists′ adoption of self-service technologies at resort hotels. Journal of Business Research, 66(6), 692-699.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12-40.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-233.
Peter, J. P. (1979). Reliability: A review of psychometric basics and recent marketing practices. Journal of Marketing Research, 16(1), 6-17.
Peter, J. P. (1981). Construct validity: A review of basic issues and marketing practices. Journal of Marketing Research, 18(2), 133-145.
Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service quality: a measure of information systems effectiveness. MIS Quarterly, 19(2), 173-187.
Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: a critical review of the literature and recommended remedies. The Journal of Applied Psychology, 88(5), 879-903.
Prentice, C., Dominique Lopes, S., & Wang, X. (2020). The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty. Journal of Hospitality Marketing & Management, 29(7), 739-756.
Puccinelli, N. M., Goodstein, R. C., Grewal, D., Price, R., Raghubir, P., & Stewart, D. (2009). Customer experience management in retailing: understanding the buying process. Journal of Retailing, 85(1), 15-30.
Pullman, M. E., & Gross, M. A. (2004). Ability of experience design elements to elicit emotions and loyalty behaviors. Decision Sciences, 35(3), 551-578.
Qiu, H., Li, M., Shu, B., & Bai, B. (2020). Enhancing hospitality experience with service robots: The mediating role of rapport building. Journal of Hospitality Marketing & Management, 29(3), 247-268.
Ribeiro, M. A., & Prayag, G. (2019). Perceived quality and service experience: Mediating effects of positive and negative emotions. Journal of Hospitality Marketing & Management, 28(3), 285-305.
Richardson, A. (2010). Using customer journey maps to improve customer experience. Harvard Business Review, 15(1), 2-5.
Roy, S., Sreejesh, S., & Bhatia, S. (2019). Service quality versus service experience: An empirical examination of the consequential effects in B2B services. Industrial Marketing Management, 82, 52-69.
Salesforce. (2019). Key Chatbot Statistics to Know in 2019. Retrieved from https://www.salesforce.com/blog/chatbot-statistics/
Sands, S., Ferraro, C., Campbell, C., & Tsao, H.-Y. (2020). Managing the human–chatbot divide: how service scripts influence service experience. Journal of Service Management, 32(2), 246-264.
Sanny, L., Susastra, A., Roberts, C., & Yusramdaleni, R. (2020). The analysis of customer satisfaction factors which influence chatbot acceptance in Indonesia. Management Science Letters, 10(6), 1225-1232.
Santos, J. (2003). E‐service quality: a model of virtual service quality dimensions. Managing Service Quality: An International Journal, 13(3), 233-246.
Schreiber, J. B., Nora, A., Stage, F. K., Barlow, E. A., & King, J. (2006). Reporting structural equation modeling and confirmatory factor analysis results: A review. The Journal of Educational Research, 99(6), 323-338.
Setia, P., Setia, P., Venkatesh, V., & Joglekar, S. (2013). Leveraging digital technologies: How information quality leads to localized capabilities and customer service performance. MIS Quarterly, 37(2), 565-590.
Sevilla, J., & Townsend, C. (2016). The space-to-product ratio effect: How interstitial space influences product aesthetic appeal, store perceptions, and product preference. Journal of Marketing Research, 53(5), 665-681.
Shawar, B. A., & Atwell, E. S. (2005). Using corpora in machine-learning chatbot systems. International Journal of Corpus Linguistics, 10(4), 489-516.
Sheehan, B., Jin, H. S., & Gottlieb, U. (2020). Customer service chatbots: Anthropomorphism and adoption. Journal of Business Research, 115, 14-24.
Shum, H.-Y., He, X.-d., & Li, D. (2018). From Eliza to XiaoIce: challenges and opportunities with social chatbots. Frontiers of Information Technology & Electronic Engineering, 19(1), 10-26.
Shumanov, M., & Johnson, L. (2021). Making conversations with chatbots more personalized. Computers in Human Behavior, 117, 106627. doi:doi.org/10.1016/j.chb.2020.10
Singh, J., Joesph, M. H., & Jabbar, K. B. A. (2019). Rule-based chabot for student enquiries. Journal of Physics: Conference Series, 1228, 012060. doi:10.1088/1742-6596/1228/1/012060
Solis-Quispe, J. M., Quico-Cauti, K. M., & Ugarte, W. (2021). Chatbot to Simplify Customer Interaction in e-Commerce Channels of Retail Companies. In Á. Rocha, C. Ferrás, P. C. López-López, & T. Guarda (Eds.), Information Technology and Systems. ICITS 2021. Advances in Intelligent Systems and Computing (Vol. 1330, pp. 561-570). Cham: Springer.
Speier, C., Valacich, J. S., & Vessey, I. (1999). The influence of task interruption on individual decision making: An information overload perspective. Decision Sciences, 30(2), 337-360.
SuperOffice. (2020). 25 REASONS LIVE CHAT CAN HELP YOU GROW YOUR BUSINESS. Retrieved from https://www.superoffice.com/blog/live-chat-statistics/
Suter, T. A., & Burton, S. (1996). Believability and consumer perceptions of implausible reference prices in retail advertisements. Psychology & Marketing, 13(1), 37-54.
Tavakol, M., & Dennick, R. (2011). Making sense of Cronbach’s alpha. International Journal of Medical Education, 2, 53-55.
Thirumalai, S., & Sinha, K. K. (2011). Customization of the online purchase process in electronic retailing and customer satisfaction: An online field study. Journal of Operations Management, 29(5), 477-487.
Tran, G. A., & Strutton, D. (2020). Comparing email and SNS users: Investigating e-servicescape, customer reviews, trust, loyalty and E-WOM. Journal of Retailing and Consumer Services, 53, 101782. doi:10.1016/j.jretconser.2019.03.009
Tucker, L. R., & Lewis, C. (1973). A reliability coefficient for maximum likelihood factor analysis. Psychometrika, 38(1), 1-10.
Udo, G. J., Bagchi, K. K., & Kirs, P. J. (2011). Using SERVQUAL to assess the quality of e-learning experience. Computers in Human Behavior, 27(3), 1272-1283.
Ugwuanyi, C. C., Uduji, J. I., & Oreedu, C. (2020). Customer experience with self-service technologies in banking sector: Evidence from Nigeria. International Journal of Business and Systems Research, 14(4), 241-270.
Ukpabi, D. C., Aslam, B., & Karjaluoto, H. (2019). Chatbot adoption in tourism services: A conceptual exploration. Robots, Artificial Intelligence, and Service Automation in Travel, Tourism and Hospitality, Emerald Publishing Limited, 105-121.
Ullman, J. B. (2001). Structural Equation Modeling. In B. G. Tabachnick & L. S. Fidell (Eds.), Using Multivariate Statistics (4th ed.) (pp. 653-771). Needham Heights, MA: Allyn and Bacon.
Um, T., Kim, T., & Chung, N. (2020). How does an Intelligence Chatbot Affect Customers Compared with Self-Service Technology for Sustainable Services? Sustainability, 12(12), 5119. doi:10.3390/su12125119
Van Doorn, J., Mende, M., Noble, S. M., Hulland, J., Ostrom, A. L., Grewal, D., & Petersen, J. A. (2017). Domo arigato Mr. Roboto: Emergence of automated social presence in organizational frontlines and customers’ service experiences. Journal of Service Research, 20(1), 43-58.
van Pinxteren, M. M., Wetzels, R. W., Rüger, J., Pluymaekers, M., & Wetzels, M. (2019). Trust in humanoid robots: implications for services marketing. Journal of Services Marketing, 33(4), 507-518.
Vargo, S. L., & Lusch, R. F. (2008). Service-dominant logic: continuing the evolution. Journal of the Academy of Marketing Science, 36(1), 1-10.
Walsh, G., Mitchell, V. W., Jackson, P. R., & Beatty, S. E. (2009). Examining the antecedents and consequences of corporate reputation: A customer perspective. British Journal of Management, 20(2), 187-203.
Wang, C., Harris, J., & Patterson, P. (2013). The roles of habit, self-efficacy, and satisfaction in driving continued use of self-service technologies: a longitudinal study. Journal of Service Research, 16(3), 400-414.
Wang, C. L., & Ahmed, P. K. (2004). The development and validation of the organisational innovativeness construct using confirmatory factor analysis. European Journal of Innovation Management, 7(4), 303-313.
Wang, K. (2015). Determinants of mobile value-added service continuance: The mediating role of service experience. Information & Management, 52(3), 261-274.
Wang, Y.-S., Tseng, T. H., Wang, W.-T., Shih, Y.-W., & Chan, P.-Y. (2019). Developing and validating a mobile catering app success model. International Journal of Hospitality Management, 77, 19-30.
Wang, Y. J., Hernandez, M. D., & Minor, M. S. (2010). Web aesthetics effects on perceived online service quality and satisfaction in an e-tail environment: The moderating role of purchase task. Journal of Business Research, 63(9-10), 935-942.
Waytz, A., Heafner, J., & Epley, N. (2014). The mind in the machine: Anthropomorphism increases trust in an autonomous vehicle. Journal of Experimental Social Psychology, 52, 113-117.
Wirtz, J., Patterson, P. G., Kunz, W. H., Gruber, T., Lu, V. N., Paluch, S., & Martins, A. (2018). Brave new world: service robots in the frontline. Journal of Service Management, 29(5), 907-931.
Witell, L., Kowalkowski, C., Perks, H., Raddats, C., Schwabe, M., Benedettini, O., & Burton, J. (2020). Characterizing customer experience management in business markets. Journal of Business Research, 116, 420-430.
Wixom, B. H., & Todd, P. A. (2005). A theoretical integration of user satisfaction and technology acceptance. Information Systems Research, 16(1), 85-102.
Xu, A., Liu, Z., Guo, Y., Sinha, V., & Akkiraju, R. (2017). A new chatbot for customer service on social media. Paper presented at the Proceedings of the 2017 CHI Conference on Human Factors in Computing Systems, Denver, Colorado, USA. Retrieved from https://doi.org/10.1145/3025453.3025496
Xu, J., Benbasat, I., & Cenfetelli, R. T. (2013). Integrating service quality with system and information quality: an empirical test in the e-service context. MIS Quarterly, 37(3), 777-794.
Yan, Q., Wu, S., Wang, L., Wu, P., Chen, H., & Wei, G. (2016). E-WOM from e-commerce websites and social media: Which will consumers adopt? Electronic Commerce Research and Applications, 17, 62-73.
Yang, Z., Cai, S., Zhou, Z., & Zhou, N. (2005). Development and validation of an instrument to measure user perceived service quality of information presenting web portals. Information & Management, 42(4), 575-589.
Yang, Z., & Jun, M. (2002). Consumer perception of e-service quality: from internet purchaser and non-purchaser perspectives. Journal of Business Strategies, 19(1), 19-41.
Yoo, B., & Donthu, N. (2001). Developing a scale to measure the perceived quality of an Internet shopping site (SITEQUAL). Quarterly Journal of Electronic Commerce, 2(1), 31-45.
You, Y., Vadakkepatt, G. G., & Joshi, A. M. (2015). A meta-analysis of electronic word-of-mouth elasticity. Journal of Marketing, 79(2), 19-39.
Yuan, L., & Dennis, A. R. (2019). Acting like humans? Anthropomorphism and consumer’s willingness to pay in electronic commerce. Journal of Management Information Systems, 36(2), 450-477.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2000). A conceptual framework for understanding e-service quality: implications for future research and managerial practice. Working Paper No. 00-115. Cambridge, MA: Marketing Science Institute.
Zhu, H., Ou, C. X., van den Heuvel, W.-J. A., & Liu, H. (2017). Privacy calculus and its utility for personalization services in e-commerce: An analysis of consumer decision-making. Information & Management, 54(4), 427-437. |
[Endnote RIS 格式]
[相關文章]
[文章引用]
[完整記錄]
[館藏目錄]
至系統瀏覽論文 (2026-6-11以後開放)
plurk
funp
live
udn
HD
myshare
netvibes
friend
youpush
delicious
baidu
Google bookmarks
del.icio.us
hemidemi
facebook
twitter
google
reddit