Chatbot interactions: How consumption values and disruptive situations influence customers' willingness to interact
Marco Meier,
Christian Maier,
Jason B. Thatcher
et al.
Abstract:Chatbots offer customers access to personalised services and reduce costs for organisations. While some customers initially resisted interacting with chatbots, the COVID‐19 outbreak caused them to reconsider. Motivated by this observation, we explore how disruptive situations, such as the COVID‐19 outbreak, stimulate customers' willingness to interact with chatbots. Drawing on the theory of consumption values, we employed interviews to identify emotional, epistemic, functional, and social values that potential… Show more
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