AI-powered chatbot communication with customers: Dialogic interactions, satisfaction, engagement, and customer behavior

作者：

Highlights：

• Responsiveness and a conversational tone in dialogic chatbot communication positively predicted user satisfaction.

• Dialogic components indirectly affected chatbot users' social media engagement, price premium, and purchase intentions.

• User satisfaction positively predicted price premium and purchase intentions, mediated by social media engagement.

• Purchase intention predicted price premium, mediating the relationship between social media engagement and price premium.

摘要

•Responsiveness and a conversational tone in dialogic chatbot communication positively predicted user satisfaction.•Dialogic components indirectly affected chatbot users' social media engagement, price premium, and purchase intentions.•User satisfaction positively predicted price premium and purchase intentions, mediated by social media engagement.•Purchase intention predicted price premium, mediating the relationship between social media engagement and price premium.

论文关键词：Dialogic chatbot communication,Engagement-facilitating AI technologies,Chatbot use satisfaction,Social media engagement,Purchase intention,Price premium

论文评审过程：Received 4 October 2021, Revised 29 April 2022, Accepted 7 May 2022, Available online 12 May 2022, Version of Record 7 June 2022.

论文官网地址：https://doi.org/10.1016/j.chb.2022.107329