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Original paper

Using chatbots in e-retailing – how to mitigate perceived risk and enhance the flow experience

Volume: 51, Issue: 3, Pages: 285 - 305
Published: Nov 21, 2022
Abstract
Purpose Chatbots represent an undeniable player between online retailers and customers as they boost operational efficiency and bring cost savings to businesses while offering convenience for customers in terms of timing and immediacy. However, as chatbots represent a new-born online touchpoint in retailing, especially when it comes to online pre-purchase and purchase experience, this study examines whether and how effort expectation,...
Paper Details
Title
Using chatbots in e-retailing – how to mitigate perceived risk and enhance the flow experience
Published Date
Nov 21, 2022
Volume
51
Issue
3
Pages
285 - 305
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