论文标题
了解零售部门聊天机器人接受的关系间模型
Inter-relational Model for understanding Chatbot acceptance across retail sectors
论文作者
论文摘要
尽管对聊天机器人的兴趣不大，但零售业的部署速度却很慢。在缺乏对用户接受聊天机器人零售的比较跨部门研究的情况下，我们提出了一个模型和研究框架，该框架提出了使用信任和客户满意度作为关系调解人的客户和聊天机器人的先决条件，并提出了对沟通者的口口相传，并期望连续性作为关系成果。在确定我们的框架时，我们从聊天机器人，技术接受和关系营销的总体用户体验中吸收了来自不同模型和理论的构造，并提出了11种构造作为先决条件。此外，我们建议零售部门作为我们的4个主持人之一。最终，我们提供了对当前活动的洞察力，这些活动有望确定哪些因素影响了关系结果在不同零售部门的程度。
Despite the rising interest in chatbots, deployment has been slow in the retail sector. In the absence of comparative cross sector research on the user acceptance of chatbots in retail, we present a model and a research framework that proposes customer and chatbot antecedents using trust and customer satisfaction as relationship mediators and word of mouth and expectation of continuity as relationship outcomes. In determining our framework, we assimilate constructs from different models and theories overarching user experience with chatbots, technology acceptance and relationship marketing and propose a selection of 11 constructs as antecedents. Furthermore, we suggest retail sectors as one of our 4 moderators. Eventually, we provide insight into our current activities that is expected to identify which factors impact relationship outcomes to which extent across different retail sectors.
