DC FieldValueLanguage
dc.contributor.authorKonstantoulaki, Kleopatra-
dc.contributor.authorKastanakis, Minas N.-
dc.contributor.authorRizomyliotis, Ioannis-
dc.contributor.authorKostopoulos, Ioannis-
dc.contributor.authorGiovanis, Apostolos-
dc.date.accessioned2024-02-26T14:35:04Z-
dc.date.available2024-02-26T14:35:04Z-
dc.date.issued2022-12-01-
dc.identifierscopus-85137083032-
dc.identifier.issn01482963-
dc.identifier.other85137083032-
dc.identifier.urihttps://uniwacris.uniwa.gr/handle/3000/1184-
dc.description.abstractIn a digitally empowered business world, a growing number of family businesses are leveraging the use of chatbots in an attempt to improve customer experience. This research investigates the antecedents of chatbots’ successful use in small family businesses. Subsequently, we determine the effect of two distinctive sets of human–machine communication factors—functional and humanoid—on customer experience. We assess the latter with respect to its effect on customer satisfaction. While a form of intimate attachment can occur between customers and small businesses, affective commitment is prevalent in customers’ attitudes and could be conflicting with the distant and impersonal nature of chatbot services. Therefore, we also test the moderating role of customers’ affective commitment in the relationship between customer experience and customer satisfaction. Data come from 408 respondents, and the results offer an explicit course of action for family businesses to effectively embed chatbot services in their customer communication. The study provides practical and theoretical insights that stipulate the dimensions of chatbots’ effective use in the context of small family businesses.en_US
dc.language.isoenen_US
dc.relation.ispartofJournal of Business Researchen_US
dc.subjectAI chatbotsen_US
dc.subjectAnthropomorphismen_US
dc.subjectCustomer affective commitmenten_US
dc.subjectCustomer experienceen_US
dc.subjectCustomer satisfactionen_US
dc.subjectSmall family businessen_US
dc.title“How mAy I help you today?” The use of AI chatbots in small family businesses and the moderating role of customer affective commitmenten_US
dc.typeArticleen_US
dc.identifier.doi10.1016/j.jbusres.2022.08.035en_US
dc.identifier.scopus2-s2.0-85137083032-
dcterms.accessRights0en_US
dc.relation.deptDepartment of Early Childhood Education and Careen_US
dc.relation.facultySchool of Administrative, Economics and Social Sciencesen_US
dc.relation.volume153en_US
dc.identifier.spage329en_US
dc.identifier.epage340en_US
dc.collaborationUniversity of West Attica (UNIWA)en_US
dc.subject.fieldSocial Sciencesen_US
dc.journalsSubscriptionen_US
dc.publicationPeer Revieweden_US
dc.countryGreeceen_US
item.fulltextNo Fulltext-
item.grantfulltextnone-
item.openairetypeArticle-
item.languageiso639-1en-
item.cerifentitytypePublications-
item.openairecristypehttp://purl.org/coar/resource_type/c_18cf-
crisitem.author.deptDepartment of Early Childhood Education and Care-
crisitem.author.deptDepartment of Business Administration-
crisitem.author.deptDepartment of Business Administration-
crisitem.author.facultySchool of Administrative, Economics and Social Sciences-
crisitem.author.facultySchool of Administrative, Economics and Social Sciences-
crisitem.author.facultySchool of Administrative, Economics and Social Sciences-
crisitem.author.orcid0000-0002-0481-3637-
crisitem.author.orcid0000-0002-3516-0050-
crisitem.author.orcid0000-0003-1028-146X-
crisitem.author.parentorgSchool of Administrative, Economics and Social Sciences-
crisitem.author.parentorgSchool of Administrative, Economics and Social Sciences-
crisitem.author.parentorgSchool of Administrative, Economics and Social Sciences-
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