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Understanding the Continuance Intention to Use Chatbot Services
- Authors
- Kim J.; Li, Yiling; 최정혜
- Issue Date
- Oct-2023
- Publisher
- Korean Marketing Association
- Citation
- Asia Marketing Journal, v.25, no.3, pp 99 - 110
- Pages
- 12
- Journal Title
- Asia Marketing Journal
- Volume
- 25
- Number
- 3
- Start Page
- 99
- End Page
- 110
- ISSN
- 1598-7868
- Abstract
- Chatbot services have become an essential communication tool for interacting with consumers in e-commerce. To understand consumer behavior in the context of chatbot services, we apply the Theory of Planned Behavior (TPB) to analyze continuance intention to use and additional predictors to explain behavioral intention. An analysis of data collected from 300 digital shopping users who had experienced chatbot services revealed that an extended TPB model holds for the continuous use of chatbot services, driven by both interaction and information quality. Accordingly, these findings provide a better understanding of consumer behavior toward chatbot services and valuable insights into digital customer relationship management.
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Related Researcher
- Li, Yiling
- School of Business (Business Administration)