The determinant factors of continuance use of customer service chatbot in Indonesia e-commerce: extended expectation confirmation theory
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DOI: 10.1108/jstpm-04-2024-0137
Abstract: Purpose The implementation of customer service chatbots in various industries is increasingly accepted globally. Previous research has not extensively explored the relationship between chatbot disclosure, technology anxiety, chatbot quality, customer experience and customer satisfaction derived… read more here.
Keywords: service chatbot; customer service; chatbot quality; chatbot ... See more keywords