Please use this identifier to cite or link to this item:
https://hdl.handle.net/10216/145189
Author(s): | Ana Torres Catarina Delgado |
Title: | Assessing Customer Interactions With Chatbots in Online Shopping Experiences |
Issue Date: | 2023 |
Abstract: | <jats:p>Chatbots are website artificial intelligence-based and automated customer support tools to improve the customer experience, to reduce costs, and to improve service quality. This study aims to understand and analyze the user-technology interaction and technology-engagement success measures to assess online customer engagement with chatbots and the impact on repurchase intention, within e-commerce websites. The sample data consists of 227 online consumer responses collected through an electronic survey. Only 165 respondents, which have used a chatbot to assist the online purchase process, are included in the effective sample. This research contributes to the digital marketing literature by complementing existing research exploring human-technology interactions, assessing how consumers interact with chatbot technology and how it affects customer engagement and behavioral outcomes within e-retail contexts. The study findings provide several challenges for managers. Finally, it discusses emerging trends in the digital marketing field, offering insights for future research avenues.</jats:p> |
URI: | https://hdl.handle.net/10216/145189 |
Source: | Promoting Organizational Performance Through 5G and Agile Marketing |
Document Type: | Capítulo ou Parte de Livro |
Rights: | restrictedAccess |
Appears in Collections: | FEP - Capítulo ou Parte de Livro |
Files in This Item:
File | Description | Size | Format | |
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591164.pdf Restricted Access | 335.58 kB | Adobe PDF | Request a copy from the Author(s) |
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