What drives continuance intention to use a food-ordering chatbot? An examination of trust and satisfaction

Hsiao, Kuo‐Lun; Chen, Chia-Chen

doi:10.1108/lht-08-2021-0274

Cited by 35 publications

(21 citation statements)

References 65 publications

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“…Their results revealed that e-service quality positively predicts e-trust in the digital economy, e-trust predicts e-loyalty and e-trust mediates the relationship between e-service quality and e-loyalty links. Readers may also be interested in reading further into e-trust issues on social media (Nabi et al ., 2023; Wang et al ., 2021; Wang and Tse, 2022; Ye and Ho, 2023; Yuan and Bi, 2023; Zhang et al ., 2023a, b, c), contact-tracing apps (Ho et al ., 2023a, b) and chatbots (Hsiao and Chen, 2022). Besides, readers may be interested in issues related to library promotion and marketing (Chan et al ., 2020; Cheng et al ., 2020; Fong et al ., 2020; Kwan et al ., 2023; Lam et al ., 2019, 2023; Liu et al ., 2023; Sahli et al ., 2023; Wójcik, 2022; Wu and Yang, 2022).…”

Section: Advances In Library Information Managementmentioning

confidence: 99%

“…e-trust issues on social media (Nabi et al, 2023;Wang et al, 2021;Wang and Tse, 2022;Ye and Ho, 2023;Yuan and Bi, 2023;Zhang et al, 2023a, b, c), contact-tracing apps (Ho et al, 2023a, b) and chatbots (Hsiao and Chen, 2022). Besides, readers may be interested in issues related to library promotion and marketing (Chan et al, 2020;Cheng et al, 2020;Fong et al, 2020;Kwan et al, 2023;Lam et al, 2019Lam et al, , 2023Liu et al, 2023;Sahli et al, 2023;W ojcik, 2022;Wu and Yang, 2022).…”

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confidence: 99%

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Editorial: Advances in information and knowledge management

Chiu,

2023

LHT

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Special selection on advances in information and knowledge management Recently, we have started selecting articles of similar themes for regular issues and writing editorials to guide readers better to the Library Hi Tech and other related literature, such as "Bibliometrics and literature review" Chiu and Ho (2021 in 39(4), 40(3) and 41(2), "Contemporary digital culture and reading" (Chiu and Ho, 2022b) in 40( 5), "Contemporary Social Media and Social Network Research" (Chiu and Ho, 2023b) in 41(3), and "40th anniversary: contemporary library research" (Chiu and Ho, 2022c) in 40( 6).COVID-19 has seriously affected many educational institutions, libraries and museums (

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Section: Advances In Library Information Managementmentioning

confidence: 99%

mentioning

confidence: 99%

Editorial: Advances in information and knowledge management

Chiu,

2023

LHT

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“…Anthropomorphism has a profound influence on users' interaction with AI technologies. It can foster positive attitudes, trust, and engagement among users, which in turn affects their purchase intention and overall satisfaction with the technology Lu et al, 2019;Stroessner & Benitez, 2019;Hsiao & Chen, 2021). This arises because people are naturally inclined to seek social connections and build relationships, even with AI systems (David-Ignatieff et al, 2023;Epley et al, 2007;Pizzi et al, 2023).…”

Section: Hypotheses Developmentmentioning

confidence: 99%

Expectations and beyond: The nexus of AI instrumentality and brand credibility in voice assistant retention using extended expectation‐confirmation model

Ghazali,

Mutum,

Lun

2023

J of Consumer Behaviour

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AI‐based voice assistants (AIVA) are capable of interpreting human speech and responding with useful information, aiding with tasks, and controlling other devices. The usage of these AIVAs has grown significantly worldwide. Despite this growth, studies on user behavior related to continued usage intention of AIVAs and effects on the long‐term commercial sustainability of brands, remain low. What is less understood is the potential of AI instrumentality attributes and brand credibility components in provoking shifts in post‐use behavior of AIVAs. This study proposes a model which expands on the Expectation‐Confirmation Model for user continuance behavior of AIVAs, by integrating user's technology related traits, AI instrumentality attributes and brand credibility. To verify the research hypotheses, the study employed partial least square—structural equation modelling, based on 281 validated responses of a survey. This study highlights the significance of Optimism, Innovativeness, and Discomfort for post‐adoption confirmation. Higher post‐adoption confirmation is strongly associated with perceived intelligence, anthropomorphism, information quality, and system quality. Anthropomorphism and information quality are key factors for brand expertise, while anthropomorphism and system quality are significant for brand trustworthiness. The study confirms that brand expertise and trustworthiness lead to post‐use satisfaction and use continuance intention. Understanding the antecedents of satisfaction and continuance intention extends the existing literature on AIVAs and provides valuable insights for academics and practitioners alike. Some implications for researchers and managers are discussed.

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“…They highlighted emerging research themes; collaborations such as authors, institutions, journals and co-citations such as documents, authors and journals. Readers may also be interested in Hsiao and Chen (2021) about the continuance intention to use a food-ordering chatbot. Notably, CiteSpace is a common tool used by Song et al (2020) for analyzing LIS research articles, Zhao et al (2021) for psychological processing of contextual cues, Liu and Li (2021) for land use and carbon emissions and Feng et al (2022) for cultural and creative design.…”

Section: Studies On Science Researchmentioning

confidence: 99%