{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,4]],"date-time":"2026-06-04T18:32:33Z","timestamp":1780597953343,"version":"3.54.1"},"reference-count":120,"publisher":"Springer Science and Business Media LLC","issue":"6","license":[{"start":{"date-parts":[[2024,6,12]],"date-time":"2024-06-12T00:00:00Z","timestamp":1718150400000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"},{"start":{"date-parts":[[2024,6,12]],"date-time":"2024-06-12T00:00:00Z","timestamp":1718150400000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":["Pers Ubiquit Comput"],"published-print":{"date-parts":[[2024,12]]},"DOI":"10.1007\/s00779-024-01814-8","type":"journal-article","created":{"date-parts":[[2024,6,12]],"date-time":"2024-06-12T03:36:30Z","timestamp":1718163390000},"page":"895-906","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":8,"title":["Humanizing e-tail experiences: navigating user acceptance, social presence, and trust in the realm of conversational AI agents"],"prefix":"10.1007","volume":"28","author":[{"ORCID":"https:\/\/orcid.org\/0000-0003-4064-6327","authenticated-orcid":false,"given":"Geeta","family":"Raut","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Anushka","family":"Goel","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Udita","family":"Taneja","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"297","published-online":{"date-parts":[[2024,6,12]]},"reference":[{"issue":"8","key":"1814_CR1","doi-asserted-by":"publisher","first-page":"1","DOI":"10.4018\/jgim.304067","volume":"30","author":"MdS Rashidin","year":"2022","unstructured":"Rashidin MdS, Gang D, Javed S, Hasan M (2022) The role of artificial intelligence in sustaining the E-commerce ecosystem. J Glob Inf Manag 30(8):1\u201325. https:\/\/doi.org\/10.4018\/jgim.304067","journal-title":"J Glob Inf Manag"},{"issue":"4","key":"1814_CR2","doi-asserted-by":"publisher","first-page":"412","DOI":"10.1287\/STSC.2021.0148","volume":"6","author":"MG Jacobides","year":"2021","unstructured":"Jacobides MG, Brusoni S, Candelon F (2021) The evolutionary dynamics of the artificial intelligence ecosystem. Strat Sci 6(4):412\u2013435. https:\/\/doi.org\/10.1287\/STSC.2021.0148","journal-title":"Strat Sci"},{"issue":"3\u20134","key":"1814_CR3","doi-asserted-by":"publisher","first-page":"412","DOI":"10.1504\/IJIPM.2023.134064","volume":"13","author":"VB Ramu","year":"2023","unstructured":"Ramu VB, Yeruva AR (2023) Optimising AIOps system performance for e-commerce and online retail businesses with the ACF model. Int J Intellect Prop Manag 13(3\u20134):412\u2013429. https:\/\/doi.org\/10.1504\/IJIPM.2023.134064","journal-title":"Int J Intellect Prop Manag"},{"issue":"2","key":"1814_CR4","doi-asserted-by":"publisher","first-page":"13","DOI":"10.4018\/ijissc.2014040102","volume":"5","author":"K Baskaran","year":"2014","unstructured":"Baskaran K, M.R. V, (2014) e-Shopping experience in e-tail market. Int Jour Info Sys Soc Chn. 5(2):13\u201324. https:\/\/doi.org\/10.4018\/ijissc.2014040102","journal-title":"Int Jour Info Sys Soc Chn."},{"key":"1814_CR5","doi-asserted-by":"publisher","first-page":"275","DOI":"10.1016\/S0969-6989(02)00062-0","volume":"10","author":"S Burt","year":"2003","unstructured":"Burt S, Sparks L (2003) E-commerce and the retail process: a review. J Retail Consum Serv 10(5):275\u2013286. https:\/\/doi.org\/10.1016\/S0969-6989(02)00062-0","journal-title":"J Retail Consum Serv"},{"key":"1814_CR6","unstructured":"E-commerce customer service statistics for 2023. In: Gnani.ai. https:\/\/www.gnani.ai\/resources\/blogs\/ecommerce-customer-service-statistics\/. Accessed 5 Jun 2024"},{"key":"1814_CR7","unstructured":"Conversational AI market size, statistics, Growth Analysis & Trends. In: MarketsandMarkets. https:\/\/www.marketsandmarkets.com\/Market-Reports\/conversational-ai-market-49043506.html. Accessed 5 Jun 2024"},{"key":"1814_CR8","unstructured":"Saha S (2023) Conversational AI market. In: Future Market Insights. https:\/\/www.futuremarketinsights.com\/reports\/conversational-ai-market. Accessed 5 Jun 2024"},{"key":"1814_CR9","unstructured":"Sharma V (2023) How artificial intelligence is driving ecommerce industry? In: Tech Blog | Mobile App, eCommerce, Salesforce Insights. https:\/\/www.emizentech.com\/blog\/artificial-intelligence-in-ecommerce-industry.html#:~:text=The%20role%20of%20AI%20in,24%2F7%20support%20to%20customers. Accessed 5 Jun 2024"},{"key":"1814_CR10","doi-asserted-by":"publisher","first-page":"100239","DOI":"10.1016\/j.cosrev.2020.100239","volume":"36","author":"R Bavaresco","year":"2020","unstructured":"Bavaresco R et al (2020) Conversational agents in business: a systematic literature review and future research directions. Comput Sci Rev 36:100239. https:\/\/doi.org\/10.1016\/j.cosrev.2020.100239","journal-title":"Comput Sci Rev"},{"key":"1814_CR11","unstructured":"Diederich S, Lichtenberg S, Brendel AB, Trang S (2019) Promoting sustainable mobility beliefs with persuasive and anthropomorphic design: insights from an experiment with a conversational agent. In ICIS 2019 Proceedings 3. https:\/\/aisel.aisnet.org\/icis2019\/sustainable_is\/sustainable_is\/3"},{"issue":"August 2022","key":"1814_CR12","doi-asserted-by":"publisher","first-page":"103264","DOI":"10.1016\/j.jretconser.2023.103264","volume":"72","author":"CY Li","year":"2023","unstructured":"Li CY, Zhang JT (2023) Chatbots or me? Consumers\u2019 switching between human agents and conversational agents. J Retail Consum Serv 72(August 2022):103264. https:\/\/doi.org\/10.1016\/j.jretconser.2023.103264","journal-title":"J Retail Consum Serv"},{"key":"1814_CR13","doi-asserted-by":"publisher","unstructured":"Song X, Xiong T (2021) A survey of published literature on conversational artificial intelligence. In: 2021 7th International Conference on Information Management, ICIM 2021, pp 113\u2013117. https:\/\/doi.org\/10.1109\/ICIM52229.2021.9417135","DOI":"10.1109\/ICIM52229.2021.9417135"},{"key":"1814_CR14","doi-asserted-by":"publisher","DOI":"10.1109\/ACCESS.2022.3201144","author":"S Kusal","year":"2022","unstructured":"Kusal S, Patil S, Choudrie J, Kotecha K, Mishra S, Abraham A (2022) AI-based conversational agents: a scoping review from technologies to future directions. IEEE Access. https:\/\/doi.org\/10.1109\/ACCESS.2022.3201144","journal-title":"IEEE Access"},{"key":"1814_CR15","doi-asserted-by":"publisher","unstructured":"Wassan JT, Ghuriani V (2023) Recent trends in deep learning for conversational AI. Artificial Intelligence. https:\/\/doi.org\/10.5772\/intechopen.113250","DOI":"10.5772\/intechopen.113250"},{"key":"1814_CR16","doi-asserted-by":"publisher","unstructured":"CT and Piyush Nishant KP, Piyush N, Choudhury T, Kumar P (2016) Conversational commerce a new era of e-business, In: 2016 International Conference System Modeling & Advancement in Research Trends (SMART), IEEE, pp 322\u2013327. https:\/\/doi.org\/10.1109\/SYSMART.2016.7894543","DOI":"10.1109\/SYSMART.2016.7894543"},{"key":"1814_CR17","doi-asserted-by":"publisher","unstructured":"Yan R (2018) \u201cChitty-chitty-chat bot\u201d: deep learning for conversational AI. Proceedings of the Twenty-Seventh International Joint Conference on Artificial Intelligence, pp 5520\u20135526. https:\/\/doi.org\/10.24963\/ijcai.2018\/778","DOI":"10.24963\/ijcai.2018\/778"},{"issue":"6","key":"1814_CR18","doi-asserted-by":"publisher","first-page":"1293","DOI":"10.1007\/s12369-020-00680-7","volume":"12","author":"K Loveys","year":"2020","unstructured":"Loveys K, Sebaratnam G, Sagar M, Broadbent E (2020) The effect of design features on relationship quality with embodied conversational agents: a systematic review. Int J Soc Robot 12(6):1293\u20131312. https:\/\/doi.org\/10.1007\/s12369-020-00680-7","journal-title":"Int J Soc Robot"},{"issue":"6","key":"1814_CR19","doi-asserted-by":"publisher","first-page":"2055","DOI":"10.1016\/j.chb.2012.06.009","volume":"28","author":"V Chattaraman","year":"2012","unstructured":"Chattaraman V, Kwon W-S, Gilbert JE (2012) Virtual agents in retail web sites: benefits of simulated social interaction for older users. Comput Human Behav 28(6):2055\u20132066. https:\/\/doi.org\/10.1016\/j.chb.2012.06.009","journal-title":"Comput Human Behav"},{"issue":"5","key":"1814_CR20","doi-asserted-by":"publisher","first-page":"481","DOI":"10.1162\/105474603322761289","volume":"12","author":"KL Nowak","year":"2003","unstructured":"Nowak KL, Biocca F (2003) The effect of the agency and anthropomorphism on users sense of telepresence, copresence, and social presence in virtual environments. Presence: Teleoperators Virtual Environ 12(5):481\u2013494. https:\/\/doi.org\/10.1162\/105474603322761289","journal-title":"Presence: Teleoperators Virtual Environ"},{"issue":"3","key":"1814_CR21","doi-asserted-by":"publisher","first-page":"253","DOI":"10.1177\/1094670510375599","volume":"13","author":"J van Doorn","year":"2010","unstructured":"van Doorn J et al (2010) Customer engagement behavior: theoretical foundations and research directions. J Serv Res 13(3):253\u2013266. https:\/\/doi.org\/10.1177\/1094670510375599","journal-title":"J Serv Res"},{"issue":"1","key":"1814_CR22","doi-asserted-by":"publisher","first-page":"127","DOI":"10.3127\/ajis.v17i1.614","volume":"17","author":"N-H Schmidt","year":"2011","unstructured":"Schmidt N-H, Erek K, Kolbe LM, Zarnekow R (2011) Examining the contribution of green IT to the objectives of IT departments: empirical evidence from German enterprises. Australas J Inf Syst 17(1):127\u2013140. https:\/\/doi.org\/10.3127\/ajis.v17i1.614","journal-title":"Australas J Inf Syst"},{"issue":"11","key":"1814_CR23","doi-asserted-by":"publisher","first-page":"205","DOI":"10.6007\/ijarbss\/v9-i11\/6544","volume":"9","author":"AO Ikumoro","year":"2019","unstructured":"Ikumoro AO, Jawad MS (2019) Intention to use intelligent conversational agents in e-commerce among Malaysian SMEs: an integrated conceptual framework based on tri-theories including unified theory of acceptance, use of technology (UTAUT), and T-O-E. Int J Acad Res Business Social Sci 9(11):205\u2013235. https:\/\/doi.org\/10.6007\/ijarbss\/v9-i11\/6544","journal-title":"Int J Acad Res Business Social Sci"},{"issue":"2\u20133","key":"1814_CR24","doi-asserted-by":"publisher","first-page":"653","DOI":"10.1007\/s10479-021-04049-5","volume":"333","author":"J Balakrishnan","year":"2024","unstructured":"Balakrishnan J, Dwivedi YK (2024) Conversational commerce: entering the next stage of AI-powered digital assistants. Ann Oper Res 333(2\u20133):653\u2013687. https:\/\/doi.org\/10.1007\/s10479-021-04049-5","journal-title":"Ann Oper Res"},{"issue":"7","key":"1814_CR25","doi-asserted-by":"publisher","first-page":"1031","DOI":"10.1002\/mar.21491","volume":"38","author":"EC Ling","year":"2021","unstructured":"Ling EC, Tussyadiah I, Tuomi A, Stienmetz J, Ioannou A (2021) Factors influencing users\u2019 adoption and use of conversational agents: a systematic review. Psychol Mark 38(7):1031\u20131051. https:\/\/doi.org\/10.1002\/mar.21491","journal-title":"Psychol Mark"},{"issue":"4","key":"1814_CR26","doi-asserted-by":"publisher","first-page":"1483","DOI":"10.1007\/s00779-023-01713-4","volume":"27","author":"M Lal","year":"2023","unstructured":"Lal M, Neduncheliyan S (2023) An optimal deep feature\u2013based AI chat conversation system for smart medical application. Pers Ubiquitous Comput 27(4):1483\u20131494. https:\/\/doi.org\/10.1007\/s00779-023-01713-4","journal-title":"Pers Ubiquitous Comput"},{"issue":"1","key":"1814_CR27","doi-asserted-by":"publisher","first-page":"46","DOI":"10.1080\/15332861.2020.1863022","volume":"20","author":"MC Han","year":"2021","unstructured":"Han MC (2021) The impact of anthropomorphism on consumers\u2019 purchase decision in chatbot commerce. J Internet Commer 20(1):46\u201365. https:\/\/doi.org\/10.1080\/15332861.2020.1863022","journal-title":"J Internet Commer"},{"key":"1814_CR28","doi-asserted-by":"publisher","unstructured":"Arsovski S, Cheok A, Wong S (2018) Open-domain neural conversational agents: the step towards artificial general intelligence. Int J Adv Comp Sci Appl 9(6). https:\/\/doi.org\/10.14569\/IJACSA.2018.090654","DOI":"10.14569\/IJACSA.2018.090654"},{"issue":"6","key":"1814_CR29","doi-asserted-by":"publisher","first-page":"937","DOI":"10.1287\/mksc.2019.1192","volume":"38","author":"X Luo","year":"2019","unstructured":"Luo X, Tong S, Fang Z, Qu Z (2019) Frontiers: machines vs. humans: the impact of artificial intelligence chatbot disclosure on customer purchases. Mark Sci 38(6):937\u2013947. https:\/\/doi.org\/10.1287\/mksc.2019.1192","journal-title":"Mark Sci"},{"key":"1814_CR30","doi-asserted-by":"publisher","unstructured":"Kasilingam DL (2020) Understanding the attitude and intention to use smartphone chatbots for shopping. Technol Soc 62. https:\/\/doi.org\/10.1016\/j.techsoc.2020.101280","DOI":"10.1016\/j.techsoc.2020.101280"},{"issue":"6","key":"1814_CR31","doi-asserted-by":"publisher","first-page":"1738","DOI":"10.1108\/JEDT-02-2021-0084","volume":"20","author":"M Y\u0131lmaz","year":"2021","unstructured":"Y\u0131lmaz M, R\u0131zvano\u011flu K (2021) \u2018Understanding users\u2019 behavioral intention to use voice assistants on smartphones through the integrated model of user satisfaction and technology acceptance: a survey approach. J Eng Design Technol 20(6):1738\u20131764. https:\/\/doi.org\/10.1108\/JEDT-02-2021-0084","journal-title":"J Eng Design Technol"},{"key":"1814_CR32","doi-asserted-by":"publisher","unstructured":"Jawad A, Parvin T, Hosain M (2022) Intention to adopt mobile-based online payment platforms in three Asian countries: an application of the extended technology acceptance model. J Contemp Market Sci 5. https:\/\/doi.org\/10.1108\/JCMARS-08-2021-0030","DOI":"10.1108\/JCMARS-08-2021-0030"},{"key":"1814_CR33","doi-asserted-by":"publisher","first-page":"319","DOI":"10.2307\/249008","volume":"13","author":"F Davis","year":"1989","unstructured":"Davis F, Davis F (1989) Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Q 13:319. https:\/\/doi.org\/10.2307\/249008","journal-title":"MIS Q"},{"key":"1814_CR34","doi-asserted-by":"publisher","first-page":"95","DOI":"10.1007\/s00779-021-01582-9","volume":"26","author":"S Borsci","year":"2022","unstructured":"Borsci S et al (2022) The chatbot usability scale: the design and pilot of a usability scale for interaction with AI-based conversational agents. Pers Ubiquit Comput 26:95\u2013119. https:\/\/doi.org\/10.1007\/s00779-021-01582-9","journal-title":"Pers Ubiquit Comput"},{"key":"1814_CR35","doi-asserted-by":"publisher","first-page":"30","DOI":"10.2478\/nimmir-2019-0013","volume":"11","author":"R Hadi","year":"2019","unstructured":"Hadi R (2019) When humanizing customer service chatbots might backfire. NIM Market Intell Rev 11:30\u201335. https:\/\/doi.org\/10.2478\/nimmir-2019-0013","journal-title":"NIM Market Intell Rev"},{"key":"1814_CR36","doi-asserted-by":"publisher","first-page":"14","DOI":"10.1016\/j.jbusres.2020.04.030","volume":"115","author":"B Sheehan","year":"2020","unstructured":"Sheehan B, Jin HS, Gottlieb U (2020) Customer service chatbots: anthropomorphism and adoption. J Bus Res 115:14\u201324. https:\/\/doi.org\/10.1016\/j.jbusres.2020.04.030","journal-title":"J Bus Res"},{"key":"1814_CR37","doi-asserted-by":"publisher","first-page":"103862","DOI":"10.1016\/j.compedu.2020.103862","volume":"151","author":"P Smutny","year":"2020","unstructured":"Smutny P, Schreiberova P (2020) Chatbots for learning: a review of educational chatbots for the Facebook Messenger. Comput Educ 151:103862. https:\/\/doi.org\/10.1016\/j.compedu.2020.103862","journal-title":"Comput Educ"},{"key":"1814_CR38","doi-asserted-by":"publisher","unstructured":"Shafi PM, Jawalkar GS, Kadam MA, et al (2020) AI\u2014assisted chatbot for e-commerce to address selection of products from multiple products. Studies in Systems, Decision and Control. https:\/\/doi.org\/10.1007\/978-3-030-39047-1_3","DOI":"10.1007\/978-3-030-39047-1_3"},{"issue":"2","key":"1814_CR39","doi-asserted-by":"publisher","first-page":"e19","DOI":"10.2196\/mental.7785","volume":"4","author":"KK Fitzpatrick","year":"2017","unstructured":"Fitzpatrick KK, Darcy A, Vierhile M (2017) Delivering cognitive behavior therapy to young adults with symptoms of depression and anxiety using a fully automated conversational agent (Woebot): a randomized controlled trial. JMIR Ment Health 4(2):e19. https:\/\/doi.org\/10.2196\/mental.7785","journal-title":"JMIR Ment Health"},{"key":"1814_CR40","doi-asserted-by":"publisher","first-page":"107027","DOI":"10.1016\/j.chb.2021.107027","volume":"129","author":"SYB Huang","year":"2022","unstructured":"Huang SYB, Lee C-J (2022) Predicting continuance intention to fintech chatbot. Comput Human Behav 129:107027. https:\/\/doi.org\/10.1016\/j.chb.2021.107027","journal-title":"Comput Human Behav"},{"key":"1814_CR41","doi-asserted-by":"publisher","first-page":"102718","DOI":"10.1016\/j.jretconser.2021.102718","volume":"63","author":"AD Tran","year":"2021","unstructured":"Tran AD, Pallant JI, Johnson LW (2021) Exploring the impact of chatbots on consumer sentiment and expectations in retail. J Retail Consum Serv 63:102718. https:\/\/doi.org\/10.1016\/j.jretconser.2021.102718","journal-title":"J Retail Consum Serv"},{"key":"1814_CR42","doi-asserted-by":"publisher","first-page":"103264","DOI":"10.1016\/j.jretconser.2023.103264","volume":"72","author":"C-Y Li","year":"2023","unstructured":"Li C-Y, Zhang J-T (2023) Chatbots or me? Consumers\u2019 switching between human agents and conversational agents. J Retail Consum Serv 72:103264. https:\/\/doi.org\/10.1016\/j.jretconser.2023.103264","journal-title":"J Retail Consum Serv"},{"key":"1814_CR43","doi-asserted-by":"publisher","unstructured":"Luria M, Reig S, Tan XZ, Steinfeld A, Forlizzi J, Zimmerman J (2019) Re-embodiment and co-embodiment: exploration of social presence for robots and conversational agents. In: Proceedings of the 2019 on Designing Interactive Systems Conference, pp 633\u2013644. https:\/\/doi.org\/10.1145\/3322276.3322340","DOI":"10.1145\/3322276.3322340"},{"key":"1814_CR44","unstructured":"IBM Watson. https:\/\/www.ibm.com\/watson. Accessed 14 Dec 2023"},{"key":"1814_CR45","doi-asserted-by":"publisher","unstructured":"Al Farisi R, Ferdiana R, Adji TB (2022) The effect of anthropomorphic design cues on increasing chatbot empathy. In 2022 1st International Conference on Information System and Information Technology, pp 370\u2013375. https:\/\/doi.org\/10.1109\/ICISIT54091.2022.9873008","DOI":"10.1109\/ICISIT54091.2022.9873008"},{"key":"1814_CR46","doi-asserted-by":"publisher","DOI":"10.1080\/10447318.2023.2193514","author":"J Chen","year":"2023","unstructured":"Chen J, Guo F, Ren Z, Li M, Ham J (2023) Effects of anthropomorphic design cues of chatbots on users\u2019 perception and visual behaviors. Int J Hum Comput Interact. https:\/\/doi.org\/10.1080\/10447318.2023.2193514","journal-title":"Int J Hum Comput Interact"},{"key":"1814_CR47","doi-asserted-by":"publisher","first-page":"301","DOI":"10.1007\/978-3-540-39396-2_50","volume":"2792","author":"AJ Cowell","year":"2003","unstructured":"Cowell AJ, Stanney KM (2003) Embodiment and interaction guidelines for designing credible, trustworthy embodied conversational agents, in Intelligent Virtual Agents. IVA 2003. Lect Notes Comput Sci 2792:301\u2013309. https:\/\/doi.org\/10.1007\/978-3-540-39396-2_50","journal-title":"Lect Notes Comput Sci"},{"issue":"2","key":"1814_CR48","doi-asserted-by":"publisher","first-page":"114","DOI":"10.1111\/j.1467-9280.2008.02056.x","volume":"19","author":"N Epley","year":"2008","unstructured":"Epley N, Akalis S, Waytz A, Cacioppo JT (2008) Creating social connection through inferential reproduction: loneliness and perceived agency in gadgets, gods, and greyhounds. Psychol Sci 19(2):114\u2013120. https:\/\/doi.org\/10.1111\/j.1467-9280.2008.02056.x","journal-title":"Psychol Sci"},{"key":"1814_CR49","doi-asserted-by":"publisher","first-page":"113","DOI":"10.1016\/j.jesp.2014.01.005","volume":"52","author":"A Waytz","year":"2014","unstructured":"Waytz A, Heafner J, Epley N (2014) The mind in the machine: anthropomorphism increases trust in an autonomous vehicle. J Exp Soc Psychol 52:113\u2013117. https:\/\/doi.org\/10.1016\/j.jesp.2014.01.005","journal-title":"J Exp Soc Psychol"},{"key":"1814_CR50","doi-asserted-by":"publisher","unstructured":"Park D, Namkung K (2021) Exploring users mental models for anthropomorphized voice assistants through psychological approaches. Appl Sci 11(23). https:\/\/doi.org\/10.3390\/app112311147","DOI":"10.3390\/app112311147"},{"issue":"1","key":"1814_CR51","doi-asserted-by":"publisher","first-page":"81","DOI":"10.1111\/0022-4537.00153","volume":"56","author":"C Nass","year":"2000","unstructured":"Nass C, Moon Y (2000) Machines and mindlessness: social responses to computers. J Soc Issues 56(1):81\u2013103. https:\/\/doi.org\/10.1111\/0022-4537.00153","journal-title":"J Soc Issues"},{"issue":"6","key":"1814_CR52","doi-asserted-by":"publisher","first-page":"669","DOI":"10.1006\/ijhc.1996.0073","volume":"45","author":"C Nass","year":"1996","unstructured":"Nass C, Fogg BJ, Moon Y (1996) Can computers be teammates? Int J Hum Comput Stud 45(6):669\u2013678. https:\/\/doi.org\/10.1006\/ijhc.1996.0073","journal-title":"Int J Hum Comput Stud"},{"issue":"5","key":"1814_CR53","doi-asserted-by":"publisher","first-page":"1141","DOI":"10.1002\/hbe2.320","volume":"3","author":"SC Paul","year":"2021","unstructured":"Paul SC, Bartmann N, Clark JL (2021) Customizability in conversational agents and their impact on health engagement. Hum Behav Emerg Technol 3(5):1141\u20131152. https:\/\/doi.org\/10.1002\/hbe2.320","journal-title":"Hum Behav Emerg Technol"},{"key":"1814_CR54","doi-asserted-by":"publisher","first-page":"304","DOI":"10.1016\/j.chb.2019.01.020","volume":"97","author":"E Go","year":"2019","unstructured":"Go E, Sundar SS (2019) Humanizing chatbots: the effects of visual, identity and conversational cues on humanness perceptions. Comput Human Behav 97:304\u2013316. https:\/\/doi.org\/10.1016\/j.chb.2019.01.020","journal-title":"Comput Human Behav"},{"key":"1814_CR55","doi-asserted-by":"publisher","first-page":"310","DOI":"10.1016\/j.chb.2009.10.013","volume":"26","author":"C Kim","year":"2010","unstructured":"Kim C, Mirusmonov M, Lee I (2010) An empirical examination of factors influencing the intention to use mobile payment. Comput Human Behav 26:310\u2013322. https:\/\/doi.org\/10.1016\/j.chb.2009.10.013","journal-title":"Comput Human Behav"},{"key":"1814_CR56","unstructured":"Sonntag M, Mehmann J, Teuteberg F (2022) AI-based conversational agents for customer service \u2013 A study of customer service representative\u2019 perceptions using TAM 2\u2019, in Wirtschaftsinformatik 2022 Proceedings. https:\/\/aisel.aisnet.org\/wi2022\/adoption_diffusion\/adoption_diffusion\/3"},{"key":"1814_CR57","doi-asserted-by":"publisher","first-page":"102756","DOI":"10.1016\/j.jretconser.2021.102756","volume":"64","author":"V Arghashi","year":"2022","unstructured":"Arghashi V, Yuksel CA (2022) Interactivity, inspiration, and perceived usefulness! How retailers\u2019 AR-apps improve consumer engagement through flow. J Retail Consum Serv 64:102756. https:\/\/doi.org\/10.1016\/j.jretconser.2021.102756","journal-title":"J Retail Consum Serv"},{"key":"1814_CR58","doi-asserted-by":"publisher","first-page":"52","DOI":"10.26487\/hjbs.v3i1.410","volume":"3","author":"M Islami","year":"2021","unstructured":"Islami M, Asdar M, Baumassepe A (2021) Analysis of perceived usefulness and perceived ease of use to the actual system usage through attitude using online guidance application. Hasanuddin J Business Strat 3:52\u201364. https:\/\/doi.org\/10.26487\/hjbs.v3i1.410","journal-title":"Hasanuddin J Business Strat"},{"issue":"3","key":"1814_CR59","doi-asserted-by":"publisher","first-page":"209","DOI":"10.1016\/j.elerap.2009.07.005","volume":"9","author":"PG Schierz","year":"2010","unstructured":"Schierz PG, Schilke O, Wirtz BW (2010) Understanding consumer acceptance of mobile payment services: an empirical analysis. Electron Commer Res Appl 9(3):209\u2013216. https:\/\/doi.org\/10.1016\/j.elerap.2009.07.005","journal-title":"Electron Commer Res Appl"},{"issue":"3","key":"1814_CR60","doi-asserted-by":"publisher","first-page":"323","DOI":"10.1007\/s10796-008-9073-8","volume":"11","author":"S Kim","year":"2009","unstructured":"Kim S, Garrison G (2009) Investigating mobile wireless technology adoption: an extension of the technology acceptance model. Inf Syst Front 11(3):323\u2013333. https:\/\/doi.org\/10.1007\/s10796-008-9073-8","journal-title":"Inf Syst Front"},{"key":"1814_CR61","doi-asserted-by":"publisher","first-page":"79","DOI":"10.1016\/j.techsoc.2018.01.003","volume":"53","author":"T Natarajan","year":"2018","unstructured":"Natarajan T, Balasubramanian SA, Kasilingam DL (2018) The moderating role of device type and age of users on the intention to use mobile shopping applications. Technol Soc 53:79\u201390. https:\/\/doi.org\/10.1016\/j.techsoc.2018.01.003","journal-title":"Technol Soc"},{"key":"1814_CR62","doi-asserted-by":"publisher","first-page":"8","DOI":"10.1016\/j.jretconser.2017.02.010","volume":"37","author":"T Natarajan","year":"2017","unstructured":"Natarajan T, Balasubramanian SA, Kasilingam DL (2017) Understanding the intention to use mobile shopping applications and its influence on price sensitivity. J Retail Consum Serv 37:8\u201322. https:\/\/doi.org\/10.1016\/j.jretconser.2017.02.010","journal-title":"J Retail Consum Serv"},{"key":"1814_CR63","unstructured":"Lewandowski T, Delling J, Grotherr C, B\u00f6hmann T (2021) State-of-the-art analysis of adopting AI-based conversational agents in organizations: a systematic literature review. PACIS 2021 Proceedings. https:\/\/aisel.aisnet.org\/pacis2021\/167"},{"key":"1814_CR64","unstructured":"Siemon D, Jusmann S (2021) Appearance of embodied conversational agents in knowledge management, in AMCIS 2021 Proceedings 1. https:\/\/aisel.aisnet.org\/amcis2021\/adopt_diffusion\/adopt_diffusion\/1"},{"issue":"10","key":"1814_CR65","doi-asserted-by":"publisher","first-page":"669","DOI":"10.1016\/j.ijhcs.2010.05.005","volume":"68","author":"L Qiu","year":"2010","unstructured":"Qiu L, Benbasat I (2010) A study of demographic embodiments of product recommendation agents in electronic commerce. Int J Hum Comput Stud 68(10):669\u2013688. https:\/\/doi.org\/10.1016\/j.ijhcs.2010.05.005","journal-title":"Int J Hum Comput Stud"},{"key":"1814_CR66","doi-asserted-by":"publisher","unstructured":"Goertzel B (2009) The embodied communication prior: a characterization of general intelligence in the context of embodied social interaction. In: Proceedings of the 2009 8th IEEE International Conference on Cognitive Informatics. https:\/\/doi.org\/10.1109\/COGINF.2009.5250687","DOI":"10.1109\/COGINF.2009.5250687"},{"key":"1814_CR67","doi-asserted-by":"publisher","unstructured":"Seaborn K, Miyake NP, Pennefather P, Otake-Matsuura M (2021) Voice in human\u2013agent interaction: a survey. ACM Comput Surv 54(4). https:\/\/doi.org\/10.1145\/3386867","DOI":"10.1145\/3386867"},{"issue":"3","key":"1814_CR68","doi-asserted-by":"publisher","first-page":"40","DOI":"10.1109\/MRA.2018.2833157","volume":"25","author":"AK Pandey","year":"2018","unstructured":"Pandey AK, Gelin R (2018) A mass-produced sociable humanoid robot: Pepper: the first machine of its kind. IEEE Robot Autom Mag 25(3):40\u201348. https:\/\/doi.org\/10.1109\/MRA.2018.2833157","journal-title":"IEEE Robot Autom Mag"},{"issue":"5","key":"1814_CR69","doi-asserted-by":"publisher","first-page":"294","DOI":"10.1089\/cyber.2020.0181","volume":"24","author":"J Fox","year":"2021","unstructured":"Fox J, Gambino A (2021) Relationship development with humanoid social robots: applying interpersonal theories to human\u2013robot interaction. Cyberpsychol Behav Soc Netw 24(5):294\u2013299. https:\/\/doi.org\/10.1089\/cyber.2020.0181","journal-title":"Cyberpsychol Behav Soc Netw"},{"issue":"1","key":"1814_CR70","doi-asserted-by":"publisher","first-page":"241","DOI":"10.1016\/j.chb.2011.09.006","volume":"28","author":"Y Kim","year":"2012","unstructured":"Kim Y, Sundar SS (2012) Anthropomorphism of computers: is it mindful or mindless? Comput Human Behav 28(1):241\u2013250. https:\/\/doi.org\/10.1016\/j.chb.2011.09.006","journal-title":"Comput Human Behav"},{"key":"1814_CR71","doi-asserted-by":"publisher","first-page":"289","DOI":"10.1145\/642611.642662","volume":"5","author":"KM Lee","year":"2003","unstructured":"Lee KM, Nass C (2003) Designing social presence of social actors in human computer interaction. Proceedings of the SIGCHI Conference on Human Factors in Computing Systems 5:289\u2013296. https:\/\/doi.org\/10.1145\/642611.642662","journal-title":"Proceedings of the SIGCHI Conference on Human Factors in Computing Systems"},{"key":"1814_CR72","doi-asserted-by":"publisher","unstructured":"Laban G, Araujo T (2022) Don\u2019t take it personally: resistance to individually targeted recommendations from conversational recommender agents. In: Proceedings of the 10th International Conference on Human-Agent Interaction, pp 57\u201366. https:\/\/doi.org\/10.1145\/3527188.3561929","DOI":"10.1145\/3527188.3561929"},{"key":"1814_CR73","doi-asserted-by":"publisher","unstructured":"Seeger A-M, Pfeiffer J, Heinzl A (2021) Texting with humanlike conversational agents: designing for anthropomorphism. J Assoc Inf Syst 22:931\u2013967. https:\/\/doi.org\/10.17705\/1jais.00685","DOI":"10.17705\/1jais.00685"},{"issue":"7","key":"1814_CR74","doi-asserted-by":"publisher","first-page":"845","DOI":"10.1080\/19368623.2021.1899095","volume":"30","author":"M Amin","year":"2021","unstructured":"Amin M, Ryu K, Cobanoglu C, Nizam A (2021) Determinants of online hotel booking intentions: website quality, social presence, affective commitment, and e-trust. J Hosp Market Manag 30(7):845\u2013870. https:\/\/doi.org\/10.1080\/19368623.2021.1899095","journal-title":"J Hosp Market Manag"},{"issue":"4","key":"1814_CR75","doi-asserted-by":"publisher","first-page":"260","DOI":"10.1080\/12460125.2020.1819094","volume":"29","author":"P Schmidt","year":"2020","unstructured":"Schmidt P, Biessmann F, Teubner T (2020) Transparency and trust in artificial intelligence systems. J Decis Syst 29(4):260\u2013278. https:\/\/doi.org\/10.1080\/12460125.2020.1819094","journal-title":"J Decis Syst"},{"key":"1814_CR76","doi-asserted-by":"publisher","first-page":"34","DOI":"10.1016\/j.jbusres.2021.04.019","volume":"133","author":"Y Zhang","year":"2021","unstructured":"Zhang Y, Xu S, Zhang L, Yang M (2021) Big data and human resource management research: an integrative review and new directions for future research. J Bus Res 133:34\u201350. https:\/\/doi.org\/10.1016\/j.jbusres.2021.04.019","journal-title":"J Bus Res"},{"issue":"4","key":"1814_CR77","doi-asserted-by":"publisher","first-page":"2079","DOI":"10.1007\/s12525-022-00593-5","volume":"32","author":"J Wanner","year":"2022","unstructured":"Wanner J, Herm L-V, Heinrich K, Janiesch C (2022) The effect of transparency and trust on intelligent system acceptance: evidence from a user-based study. Electron Mark 32(4):2079\u20132102. https:\/\/doi.org\/10.1007\/s12525-022-00593-5","journal-title":"Electron Mark"},{"key":"1814_CR78","unstructured":"Kao W, Kao W, Huang L, Leu J (2010) A study on consumers trust formation model toward recommendation agents: Elaboration likelihood model. ICEB 2010 Proceedings (Shanghai, China). https:\/\/aisel.aisnet.org\/iceb2010\/30"},{"issue":"1","key":"1814_CR79","doi-asserted-by":"publisher","first-page":"81","DOI":"10.1080\/10447318.2020.1807710","volume":"37","author":"M Rheu","year":"2021","unstructured":"Rheu M, Shin JY, Peng W, Huh-Yoo J (2021) Systematic review: trust-building factors and implications for conversational agent design. Int J Hum Comput Interact 37(1):81\u201396. https:\/\/doi.org\/10.1080\/10447318.2020.1807710","journal-title":"Int J Hum Comput Interact"},{"key":"1814_CR80","doi-asserted-by":"publisher","unstructured":"Kronemann B, Kizgin H, Rana N, Dwivedi Y (2023) How AI encourages consumers to share their secrets? The role of anthropomorphism, personalisation, and privacy concerns and avenues for future research. Span J.Mark- ESIC 27(1):3\u201319. https:\/\/doi.org\/10.1108\/SJME-10-2022-0213","DOI":"10.1108\/SJME-10-2022-0213"},{"key":"1814_CR81","doi-asserted-by":"publisher","first-page":"102900","DOI":"10.1016\/j.jretconser.2021.102900","volume":"66","author":"M Song","year":"2022","unstructured":"Song M, Xing X, Duan Y, Cohen J, Mou J (2022) Will artificial intelligence replace human customer service? The impact of communication quality and privacy risks on adoption intention. J Retail Consum Serv 66:102900. https:\/\/doi.org\/10.1016\/j.jretconser.2021.102900","journal-title":"J Retail Consum Serv"},{"key":"1814_CR82","unstructured":"Zhang B, Wang N, Jin\u00a0H (2014) Privacy concerns in online recommender systems: influences of control\u00a0and user data input. In: Proceedings of the Tenth USENIX Conference on Usable Privacy and Security (SOUPS '14).\u00a0USENIX Association, pp 159\u2013173"},{"issue":"6","key":"1814_CR83","doi-asserted-by":"publisher","first-page":"1063","DOI":"10.1007\/s00779-019-01287-0","volume":"25","author":"C Zhang","year":"2021","unstructured":"Zhang C, Jiang H, Cheng X, Zhao F, Cai Z, Tian Z (2021) Utility analysis on privacy-preservation algorithms for online social networks: an empirical study. Pers Ubiquitous Comput 25(6):1063\u20131079. https:\/\/doi.org\/10.1007\/s00779-019-01287-0","journal-title":"Pers Ubiquitous Comput"},{"issue":"12","key":"1814_CR84","doi-asserted-by":"publisher","first-page":"2722","DOI":"10.1108\/IMDS-12-2020-0761","volume":"121","author":"QQ Chen","year":"2021","unstructured":"Chen QQ, Park HJ (2021) How anthropomorphism affects trust in intelligent personal assistants. Ind Manag Data Syst 121(12):2722\u20132737. https:\/\/doi.org\/10.1108\/IMDS-12-2020-0761","journal-title":"Ind Manag Data Syst"},{"issue":"4","key":"1814_CR85","doi-asserted-by":"publisher","first-page":"929","DOI":"10.1108\/LHT-08-2021-0274","volume":"40","author":"KL Hsiao","year":"2022","unstructured":"Hsiao KL, Chen CC (2022) What drives continuance intention to use a food-ordering chatbot? An examination of trust and satisfaction. Library Hi Tech 40(4):929\u2013946. https:\/\/doi.org\/10.1108\/LHT-08-2021-0274","journal-title":"Library Hi Tech"},{"key":"1814_CR86","doi-asserted-by":"publisher","DOI":"10.1080\/10447318.2022.2108669","author":"Y Kim","year":"2022","unstructured":"Kim Y, Lee H (2022) The rise of chatbots in political campaigns: the effects of conversational agents on voting intention. Int J Hum Comput Interact. https:\/\/doi.org\/10.1080\/10447318.2022.2108669","journal-title":"Int J Hum Comput Interact"},{"issue":"3","key":"1814_CR87","doi-asserted-by":"publisher","first-page":"101","DOI":"10.1080\/10864415.2003.11044275","volume":"7","author":"PA Pavlou","year":"2003","unstructured":"Pavlou PA (2003) Consumer acceptance of electronic commerce: integrating trust and risk with the technology acceptance model. Int J Electron Commer 7(3):101\u2013134. https:\/\/doi.org\/10.1080\/10864415.2003.11044275","journal-title":"Int J Electron Commer"},{"key":"1814_CR88","doi-asserted-by":"publisher","unstructured":"Bhatti A, Rehman SU, Ahtisham Z, Akram H (2021) Factors effecting online shopping behaviour with trust as moderation. J Pengurusan 60:109\u2013122. https:\/\/doi.org\/10.17576\/pengurusan-2020-60-09","DOI":"10.17576\/pengurusan-2020-60-09"},{"key":"1814_CR89","doi-asserted-by":"publisher","first-page":"544","DOI":"10.1016\/j.dss.2007.07.001","volume":"44","author":"D Kim","year":"2008","unstructured":"Kim D, Ferrin D, Rao R (2008) A trust-based consumer decision-making model in electronic commerce: the role of trust, perceived risk, and their antecedents. Decis Support Syst 44:544\u2013564. https:\/\/doi.org\/10.1016\/j.dss.2007.07.001","journal-title":"Decis Support Syst"},{"key":"1814_CR90","doi-asserted-by":"publisher","first-page":"103440","DOI":"10.1016\/j.jretconser.2023.103440","volume":"75","author":"IU Jan","year":"2023","unstructured":"Jan IU, Ji S, Kim C (2023) What (de) motivates customers to use AI-powered conversational agents for shopping? The extended behavioral reasoning perspective. J Retail Consum Serv 75:103440. https:\/\/doi.org\/10.1016\/j.jretconser.2023.103440","journal-title":"J Retail Consum Serv"},{"issue":"4","key":"1814_CR91","doi-asserted-by":"publisher","first-page":"639","DOI":"10.1080\/14606925.2020.1766871","volume":"23","author":"Y Song","year":"2020","unstructured":"Song Y (2020) Building a \u201cDeeper\u201d Trust: mapping the facial anthropomorphic trustworthiness in social robot design through multidisciplinary approaches. Design J 23(4):639\u2013649. https:\/\/doi.org\/10.1080\/14606925.2020.1766871","journal-title":"Design J"},{"key":"1814_CR92","doi-asserted-by":"publisher","unstructured":"Jensen T, Khan MMH, Fahim MAA, Albayram Y (2021) Trust and anthropomorphism in tandem: the interrelated nature of automated agent appearance and reliability in trustworthiness perceptions. Proceedings of the 2021 ACM Designing Interactive Systems Conference, pp 1470\u20131480. https:\/\/doi.org\/10.1145\/3461778.3462102","DOI":"10.1145\/3461778.3462102"},{"issue":"5","key":"1814_CR93","doi-asserted-by":"publisher","first-page":"1297","DOI":"10.1002\/cb.1936","volume":"20","author":"M Harrigan","year":"2021","unstructured":"Harrigan M, Feddema K, Wang S, Harrigan P, Diot E (2021) How trust leads to online purchase intention founded in perceived usefulness and peer communication. J Consum Behav 20(5):1297\u20131312. https:\/\/doi.org\/10.1002\/cb.1936","journal-title":"J Consum Behav"},{"issue":"3","key":"1814_CR94","doi-asserted-by":"publisher","first-page":"262","DOI":"10.1080\/15332861.2020.1756190","volume":"19","author":"A Dabbous","year":"2020","unstructured":"Dabbous A, Aoun Barakat K, Merhej Sayegh M (2020) Social commerce success: antecedents of purchase intention and the mediating role of trust. J Internet Commerce 19(3):262\u2013297. https:\/\/doi.org\/10.1080\/15332861.2020.1756190","journal-title":"J Internet Commerce"},{"issue":"6","key":"1814_CR95","doi-asserted-by":"publisher","first-page":"407","DOI":"10.1016\/j.omega.2004.01.006","volume":"32","author":"D Gefen","year":"2004","unstructured":"Gefen D, Straub DW (2004) Consumer trust in B2C e-commerce and the importance of social presence: experiments in e-products and e-services. Omega (Westport) 32(6):407\u2013424. https:\/\/doi.org\/10.1016\/j.omega.2004.01.006","journal-title":"Omega (Westport)"},{"key":"1814_CR96","doi-asserted-by":"publisher","unstructured":"Khotrun Nada N, Eka Saputri M, Sari D, Fakhri M (2022) The effect of consumer trust, attitude and behavior toward consumer satisfaction in online shopping platform. Proceedings of the International Conference on Industrial Engineering and Operations Management. https:\/\/doi.org\/10.46254\/sa03.20220409","DOI":"10.46254\/sa03.20220409"},{"key":"1814_CR97","doi-asserted-by":"publisher","first-page":"517","DOI":"10.1108\/14684520610706406","volume":"30","author":"Y-C Lee","year":"2006","unstructured":"Lee Y-C (2006) An empirical investigation into factors influencing the adoption of an e-learning system. Online Inf Rev 30:517\u2013541. https:\/\/doi.org\/10.1108\/14684520610706406","journal-title":"Online Inf Rev"},{"key":"1814_CR98","doi-asserted-by":"publisher","first-page":"102325","DOI":"10.1016\/j.jretconser.2020.102325","volume":"58","author":"Y-W Chang","year":"2021","unstructured":"Chang Y-W, Chen J (2021) What motivates customers to shop in smart shops? The impacts of smart technology and technology readiness. J Retail Consum Serv 58:102325. https:\/\/doi.org\/10.1016\/j.jretconser.2020.102325","journal-title":"J Retail Consum Serv"},{"key":"1814_CR99","doi-asserted-by":"publisher","first-page":"442","DOI":"10.1108\/10662240910981399","volume":"19","author":"H-P Lu","year":"2009","unstructured":"Lu H-P, Su P (2009) Factors affecting purchase intention on mobile shopping web sites. Internet Res 19:442\u2013458. https:\/\/doi.org\/10.1108\/10662240910981399","journal-title":"Internet Res"},{"key":"1814_CR100","doi-asserted-by":"publisher","unstructured":"Keni K (2020) How perceived usefulness and perceived ease of use affecting intent to repurchase? J Manajemen 24:481. https:\/\/doi.org\/10.24912\/jm.v24i3.680","DOI":"10.24912\/jm.v24i3.680"},{"key":"1814_CR101","doi-asserted-by":"publisher","first-page":"52","DOI":"10.1108\/17554191311303385","volume":"5","author":"R Thakur","year":"2013","unstructured":"Thakur R, Srivastava M (2013) Customer usage intention of mobile commerce in India: an empirical study. J Indian Business Res 5:52\u201372. https:\/\/doi.org\/10.1108\/17554191311303385","journal-title":"J Indian Business Res"},{"issue":"5","key":"1814_CR102","doi-asserted-by":"publisher","first-page":"719","DOI":"10.1016\/j.im.2004.07.001","volume":"42","author":"J-H Wu","year":"2005","unstructured":"Wu J-H, Wang S-C (2005) What drives mobile commerce?: an empirical evaluation of the revised technology acceptance model. Inf Manag 42(5):719\u2013729. https:\/\/doi.org\/10.1016\/j.im.2004.07.001","journal-title":"Inf Manag"},{"issue":"6","key":"1814_CR103","doi-asserted-by":"publisher","first-page":"740","DOI":"10.1016\/j.im.2006.05.003","volume":"43","author":"WR King","year":"2006","unstructured":"King WR, He J (2006) A meta-analysis of the technology acceptance model. Inf Manag 43(6):740\u2013755. https:\/\/doi.org\/10.1016\/j.im.2006.05.003","journal-title":"Inf Manag"},{"issue":"2","key":"1814_CR104","doi-asserted-by":"publisher","first-page":"845","DOI":"10.1016\/j.chb.2010.11.009","volume":"27","author":"AU Jan","year":"2011","unstructured":"Jan AU, Contreras V (2011) Technology acceptance model for the use of information technology in universities. Comput Human Behav 27(2):845\u2013851. https:\/\/doi.org\/10.1016\/j.chb.2010.11.009","journal-title":"Comput Human Behav"},{"key":"1814_CR105","doi-asserted-by":"publisher","unstructured":"Tahar A, Riyadh HA, Sofyani H, Purnomo WE (2020) Perceived ease of use, perceived usefulness, perceived security and intention to use E-filing: the role of technology readiness. J Asian Finance Econo Bus. https:\/\/doi.org\/10.13106\/jafeb.2020.vol7.no9.537","DOI":"10.13106\/jafeb.2020.vol7.no9.537"},{"key":"1814_CR106","doi-asserted-by":"publisher","first-page":"16","DOI":"10.1016\/j.jretconser.2014.09.003","volume":"22","author":"S Agrebi","year":"2015","unstructured":"Agrebi S, Jallais J (2015) Explain the intention to use smartphones for mobile shopping. J Retail Consum Serv 22:16\u201323. https:\/\/doi.org\/10.1016\/j.jretconser.2014.09.003","journal-title":"J Retail Consum Serv"},{"issue":"5","key":"1814_CR107","doi-asserted-by":"publisher","first-page":"1902","DOI":"10.1016\/j.chb.2012.05.008","volume":"28","author":"L Zhang","year":"2012","unstructured":"Zhang L, Zhu J, Liu Q (2012) A meta-analysis of mobile commerce adoption and the moderating effect of culture. Comput Human Behav 28(5):1902\u20131911. https:\/\/doi.org\/10.1016\/j.chb.2012.05.008","journal-title":"Comput Human Behav"},{"key":"1814_CR108","doi-asserted-by":"publisher","first-page":"107127","DOI":"10.1016\/j.chb.2021.107127","volume":"128","author":"M Oyman","year":"2022","unstructured":"Oyman M, Bal D, Ozer S (2022) Extending the technology acceptance model to explain how perceived augmented reality affects consumers\u2019 perceptions. Comput Human Behav 128:107127. https:\/\/doi.org\/10.1016\/j.chb.2021.107127","journal-title":"Comput Human Behav"},{"key":"1814_CR109","doi-asserted-by":"publisher","unstructured":"Song SW, Shin M (2022) Uncanny valley effects on chatbot trust, purchase intention, and adoption intention in the context of E-commerce: The moderating role of avatar familiarity. Int J Hum Comput Interact 40:1\u201316. https:\/\/doi.org\/10.1080\/10447318.2022.2121038","DOI":"10.1080\/10447318.2022.2121038"},{"issue":"6","key":"1814_CR110","doi-asserted-by":"publisher","first-page":"713","DOI":"10.1108\/IJRDM-07-2022-0265","volume":"51","author":"A Khare","year":"2023","unstructured":"Khare A, Kautish P, Khare A (2023) The online flow and its influence on awe experience: an AI-enabled e-tail service exploration. Int J Retail Distrib Manag 51(6):713\u2013735. https:\/\/doi.org\/10.1108\/IJRDM-07-2022-0265","journal-title":"Int J Retail Distrib Manag"},{"key":"1814_CR111","doi-asserted-by":"publisher","first-page":"102966","DOI":"10.1016\/j.jretconser.2022.102966","volume":"67","author":"SR Agrawal","year":"2022","unstructured":"Agrawal SR, Mittal D (2022) Optimizing customer engagement content strategy in retail and E-tail: available on online product review videos. J Retail Consum Serv 67:102966. https:\/\/doi.org\/10.1016\/j.jretconser.2022.102966","journal-title":"J Retail Consum Serv"},{"key":"1814_CR112","doi-asserted-by":"publisher","unstructured":"Keeling K, Beatty S, McGoldrick P, Macaulay L (2004) Face value? Customer views of appropriate formats for embodied conversational agents (ECAs) in online retailing. Proceedings of the Hawaii International Conference on System Sciences. https:\/\/doi.org\/10.1109\/HICSS.2004.1265426","DOI":"10.1109\/HICSS.2004.1265426"},{"key":"1814_CR113","doi-asserted-by":"publisher","unstructured":"Matsui T, Yamada S (2019) Designing trustworthy product recommendation virtual agents operating positive emotion and having copious amount of knowledge. Front Psychol. https:\/\/doi.org\/10.3389\/fpsyg.2019.00675","DOI":"10.3389\/fpsyg.2019.00675"},{"issue":"4","key":"1814_CR114","doi-asserted-by":"publisher","first-page":"145","DOI":"10.2753\/MIS0742-1222250405","volume":"25","author":"L Qiu","year":"2009","unstructured":"Qiu L, Benbasat I (2009) Evaluating anthropomorphic product recommendation agents: a social relationship perspective to designing information systems. J Manage Inf Syst 25(4):145\u2013181. https:\/\/doi.org\/10.2753\/MIS0742-1222250405","journal-title":"J Manage Inf Syst"},{"key":"1814_CR115","unstructured":"Davis F (1985) A technology acceptance model for empirically testing new end-user information systems: theory and results. Dissertation in The Sloan School of Management. https:\/\/www.researchgate.net\/publication\/35465050_A_Technology_Acceptance_Model_for_Empirically_Testing_New_End-User_Information_Systems"},{"key":"1814_CR116","unstructured":"SoulMachines (2022) Meet Sarah, financial agent of the future, dedicated to improve your well-being. In: YouTube. https:\/\/www.youtube.com\/watch?v=jpePkszVBvk. Accessed 4 Jun 2024"},{"issue":"12","key":"1814_CR117","doi-asserted-by":"publisher","first-page":"6308","DOI":"10.1007\/s12144-021-01567-0","volume":"40","author":"P Kumar","year":"2021","unstructured":"Kumar P, Kumar N, Aggarwal P, Yeap JAL (2021) Working in lockdown: the relationship between COVID-19 induced work stressors, job performance, distress, and life satisfaction. Curr Psychol 40(12):6308\u20136323. https:\/\/doi.org\/10.1007\/s12144-021-01567-0","journal-title":"Curr Psychol"},{"key":"1814_CR118","doi-asserted-by":"publisher","first-page":"2","DOI":"10.1108\/EBR-11-2018-0203","volume":"31","author":"JF Hair","year":"2018","unstructured":"Hair JF, Risher JJ, Sarstedt M, Ringle CM (2018) When to use and how to report the results of PLS-SEM. Eur Bus Rev 31:2\u201324. https:\/\/doi.org\/10.1108\/EBR-11-2018-0203","journal-title":"Eur Bus Rev"},{"issue":"2","key":"1814_CR119","doi-asserted-by":"publisher","first-page":"139","DOI":"10.2753\/MTP1069-6679190202","volume":"19","author":"JF Hair","year":"2011","unstructured":"Hair JF, Ringle CM, Sarstedt M (2011) PLS-SEM: indeed a silver bullet. J Mark Theory Pract 19(2):139\u2013152. https:\/\/doi.org\/10.2753\/MTP1069-6679190202","journal-title":"J Mark Theory Pract"},{"issue":"1","key":"1814_CR120","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1007\/s11628-019-00408-2","volume":"14","author":"SM Lee","year":"2020","unstructured":"Lee SM, Lee D (2020) \u201cUntact\u201d: a new customer service strategy in the digital age. Serv Bus 14(1):1\u201322. https:\/\/doi.org\/10.1007\/s11628-019-00408-2","journal-title":"Serv Bus"}],"container-title":["Personal and Ubiquitous Computing"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/s00779-024-01814-8.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/article\/10.1007\/s00779-024-01814-8\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/s00779-024-01814-8.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2024,12,28]],"date-time":"2024-12-28T08:03:08Z","timestamp":1735372988000},"score":1,"resource":{"primary":{"URL":"https:\/\/link.springer.com\/10.1007\/s00779-024-01814-8"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2024,6,12]]},"references-count":120,"journal-issue":{"issue":"6","published-print":{"date-parts":[[2024,12]]}},"alternative-id":["1814"],"URL":"https:\/\/doi.org\/10.1007\/s00779-024-01814-8","relation":{},"ISSN":["1617-4909","1617-4917"],"issn-type":[{"value":"1617-4909","type":"print"},{"value":"1617-4917","type":"electronic"}],"subject":[],"published":{"date-parts":[[2024,6,12]]},"assertion":[{"value":"14 December 2023","order":1,"name":"received","label":"Received","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"28 May 2024","order":2,"name":"accepted","label":"Accepted","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"12 June 2024","order":3,"name":"first_online","label":"First Online","group":{"name":"ArticleHistory","label":"Article History"}},{"order":1,"name":"Ethics","group":{"name":"EthicsHeading","label":"Declarations"}},{"value":"The authors declare no competing interests.","order":2,"name":"Ethics","group":{"name":"EthicsHeading","label":"Competing interests"}}]}}