@article{2020:meyerwaarden:how_servic,
title = {How Service Quality Influences Customer Acceptance and Usage of Chatbots?},
year = {2020},
note = {The present study aims to investigate consumers’ acceptance of and
intention to reuse a chatbot in the context of automated customer
service in the airline industry. In particular, we identify the most
valuable factors that affect acceptance of an intention to reuse a
chatbot by integrating the theoretical framework SERVQUAL. The main
results show that reliability and perceived usefulness are the most
important criteria that affect the intention to reuse the chatbot.
Contrary to our expectations, empathy does not have any significant
effect. The study suggests that in the case of an interaction with a
chatbot for a purpose that may involve an economic transaction,
customers prefer the chatbot for its utilitarian value, as reliability
and usefulness are considered to be more important than empathy.
Moreover, tangible elements play an important role in increasing the
perceived ease of use.},
journal = {SMR - Journal of Service Management Research},
pages = {35--51},
author = {Meyer-Waarden, Lars and Pavone, Giulia and Poocharoentou, Thanida and Prayatsup, Piyanut and Ratinaud, Maëlis and Tison, Agathe and Torné, Sara},
volume = {4},
number = {1}
}