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- W4293708047 endingPage "340" @default.
- W4293708047 startingPage "329" @default.
- W4293708047 abstract "• AI Chatbots need to be sophisticated enough to envisage customers’ individual needs. • Customized interaction with AI Chatbots can improve positive customer experience. • Enjoyment in AI chatbot interaction is not required for positive customer experience. • The use of anthropomorphic AI chatbots positively influences customer experience. • High customer affective commitment is a plus for family firms that use AI chatbots. In 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." @default.
- W4293708047 created "2022-08-31" @default.
- W4293708047 creator A5006135193 @default.
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- W4293708047 creator A5070291698 @default.
- W4293708047 date "2022-12-01" @default.
- W4293708047 modified "2023-09-25" @default.
- W4293708047 title "“How mAy I help you today?” The use of AI chatbots in small family businesses and the moderating role of customer affective commitment" @default.
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