Understanding the user satisfaction and loyalty of customer service chatbots

Chin‐Lung Hsu; Judy Chuan‐Chuan Lin

doi:10.1016/j.jretconser.2022.103211

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JOURNAL ARTICLE

Understanding the user satisfaction and loyalty of customer service chatbots

Chin‐Lung Hsu Judy Chuan‐Chuan Lin

Year: 2022 Journal: Journal of Retailing and Consumer Services Vol: 71 Pages: 103211-103211 Publisher: Elsevier BV

DOI: 10.1016/j.jretconser.2022.103211

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Keywords:

Chatbot Service quality Service (business) Loyalty business model Loyalty Customer satisfaction Computer science Customer advocacy Customer Service Assurance Customer retention Quality (philosophy) Business Knowledge management Marketing World Wide Web

Metrics

250

Cited By

47.97

FWCI (Field Weighted Citation Impact)

Refs

1.00

Citation Normalized Percentile

Is in top 1%

Is in top 10%

Citation History

Topics

AI in Service Interactions

Physical Sciences → Computer Science → Artificial Intelligence

Digital Marketing and Social Media

Social Sciences → Social Sciences → Sociology and Political Science

Technology Adoption and User Behaviour

Social Sciences → Decision Sciences → Information Systems and Management

Understanding the user satisfaction and loyalty of customer service chatbots

Metrics

Citation History

Topics

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