Jahrgang 4 (2020), Heft 1

Radical changes in the technological environment have been forcing service providers to consider whether, if so, how to automate any aspects of their services with robots and other emerging technologies. Some service providers have been adopting...

Due to rising online competition, increasing cost pressure and cross-channel customer journeys, stationary retail has tried to develop innovative value propositions and co-create value with customers through new technologies, which are expected to...

The present study aims to investigate consumers’ acceptance of and intention to reuse a chatbot in the context of automated customer service in the airline industry. In particular, we identify the most valuable factors that affect acceptance of an...

Nowadays, digital voice assistants (DVAs) such as Amazon’s Alexa, Google’s Assistant, or Apple’s Siri provide speech-oriented human-computer interfaces that have the potential to make consumers’ interaction with other consumers, firms, or...