AIBC LAB – AI for Business & Communities
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PUBLICATIONS
Journal of Services Marketing
Research Article | March 10 2025 The role of materialism and social judgment in human-chatbot service interactions
AI Chatbots: Service Failure and Recovery Strategy
Juyon Lee, Wujin Chu, Rajat Roy Bond Business School Research output: Contribution to conference › Paper › Research › peer-review
Do chatbots establish “humanness” in the customer purchase journey?
An investigation through explanatory sequential design Yogesh K. Dwivedi, Janarthanan Balakrishnan, Abdullah M. Baabdullah, Ronnie Das First published: 19 August 2023 https://doi.org/10.1002/mar.21888Digital Object Identifier (DOI)
Enhancing chatbot effectiveness
The role of anthropomorphic conversational styles and time orientation Author links open overlay Increasing perceived humanness for chat agents led to more effective conversations. Present (future) oriented subjects preferred warm (competent) vs. competent (warm) chatbot conversations. Matching time orientation with conversation type led to favourable attitudes and purchase intentions. Brand perceptions further mediated the above effects.