{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,2,5]],"date-time":"2026-02-05T04:07:15Z","timestamp":1770264435437,"version":"3.49.0"},"reference-count":67,"publisher":"Springer Science and Business Media LLC","issue":"6","license":[{"start":{"date-parts":[[2025,10,18]],"date-time":"2025-10-18T00:00:00Z","timestamp":1760745600000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"},{"start":{"date-parts":[[2025,10,18]],"date-time":"2025-10-18T00:00:00Z","timestamp":1760745600000},"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":["Inf Syst Front"],"published-print":{"date-parts":[[2025,12]]},"DOI":"10.1007\/s10796-025-10644-9","type":"journal-article","created":{"date-parts":[[2025,10,18]],"date-time":"2025-10-18T08:23:43Z","timestamp":1760775823000},"page":"2555-2571","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":0,"title":["Making Life Easier: Exploring the Influence of Chatbot\u2019s Prompt Competency on Citizens\u2019 Continuance in Government Chatbot Context"],"prefix":"10.1007","volume":"27","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-7612-9631","authenticated-orcid":false,"given":"Zhenya","family":"Tang","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-6795-3709","authenticated-orcid":false,"given":"Seongjin","family":"Kim","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0003-1867-6423","authenticated-orcid":false,"given":"Hyunchul","family":"Ahn","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-1195-717X","authenticated-orcid":false,"given":"Dan J.","family":"Kim","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","published-online":{"date-parts":[[2025,10,18]]},"reference":[{"issue":"3","key":"10644_CR1","doi-asserted-by":"publisher","first-page":"345","DOI":"10.1177\/002224379002700308","volume":"27","author":"P Anand","year":"1990","unstructured":"Anand, P., & Sternthal, B. (1990). Ease of message processing as a moderator of repetition effects in advertising. Journal Of Marketing Research, 27(3), 345\u2013353.","journal-title":"Journal Of Marketing Research"},{"issue":"3","key":"10644_CR2","doi-asserted-by":"publisher","first-page":"411","DOI":"10.1037\/0033-2909.103.3.411","volume":"103","author":"JC Anderson","year":"1988","unstructured":"Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411\u2013423.","journal-title":"Psychological Bulletin"},{"issue":"2","key":"10644_CR3","doi-asserted-by":"publisher","first-page":"358","DOI":"10.1016\/j.giq.2018.10.001","volume":"36","author":"A Androutsopoulou","year":"2019","unstructured":"Androutsopoulou, A., Karacapilidis, N., Loukis, E., & Charalabidis, Y. (2019). Transforming the communication between citizens and government through AI-guided chatbots. Government Information Quarterly, 36(2), 358\u2013367.","journal-title":"Government Information Quarterly"},{"issue":"4","key":"10644_CR4","doi-asserted-by":"publisher","DOI":"10.1016\/j.giq.2020.101490","volume":"37","author":"N Aoki","year":"2020","unstructured":"Aoki, N. (2020). An experimental study of public trust in AI chatbots in the public sector. Government Information Quarterly, 37(4), Article 101490.","journal-title":"Government Information Quarterly"},{"key":"10644_CR5","doi-asserted-by":"publisher","DOI":"10.1016\/j.tele.2020.101473","volume":"54","author":"M Ashfaq","year":"2020","unstructured":"Ashfaq, M., Yun, J., Yu, S., & Loureiro, S. M. C. (2020). I, chatbot: Modeling the determinants of users\u2019 satisfaction and continuance intention of AI-powered service agents. Telematics and Informatics, 54, Article 101473.","journal-title":"Telematics and Informatics"},{"issue":"2","key":"10644_CR6","doi-asserted-by":"publisher","DOI":"10.1016\/j.im.2019.05.003","volume":"57","author":"J Benitez","year":"2020","unstructured":"Benitez, J., Henseler, J., Castillo, A., & Schuberth, F. (2020). How to perform and report an impactful analysis using partial least squares: Guidelines for confirmatory and explanatory IS research. Information and ManagemeNt, 57(2), Article 103168.","journal-title":"Information and ManagemeNt"},{"issue":"3","key":"10644_CR7","doi-asserted-by":"publisher","first-page":"351","DOI":"10.2307\/3250921","volume":"25","author":"A Bhattacherjee","year":"2001","unstructured":"Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly, 25(3), 351\u2013370.","journal-title":"MIS Quarterly"},{"issue":"3","key":"10644_CR8","doi-asserted-by":"publisher","first-page":"185","DOI":"10.1177\/135910457000100301","volume":"1","author":"RW Brislin","year":"1970","unstructured":"Brislin, R. W. (1970). Back-translation for cross-cultural research. Journal of Cross-Cultural Psychology, 1(3), 185\u2013216.","journal-title":"Journal of Cross-Cultural Psychology"},{"issue":"3","key":"10644_CR9","doi-asserted-by":"publisher","first-page":"729","DOI":"10.25300\/MISQ\/2014\/38.3.05","volume":"38","author":"SA Brown","year":"2014","unstructured":"Brown, S. A., Venkatesh, V., & Goyal, S. (2014). Expectation confirmation in information systems research. MIS Quarterly, 38(3), 729-A9.","journal-title":"MIS Quarterly"},{"key":"10644_CR10","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijinfomgt.2021.102430","volume":"62","author":"L Carter","year":"2022","unstructured":"Carter, L., Yoon, V., & Liu, D. (2022). Analyzing e-government design science artifacts: A systematic literature review. International Journal of Information Management, 62, Article 102430.","journal-title":"International Journal of Information Management"},{"key":"10644_CR11","doi-asserted-by":"publisher","DOI":"10.1108\/INTR-09-2021-0686","author":"Q Chen","year":"2023","unstructured":"Chen, Q., Lu, Y., Gong, Y., & Xiong, J. (2023). Can AI chatbots help retain customers? Impact of AI service quality on customer loyalty. Internet Research. https:\/\/doi.org\/10.1108\/INTR-09-2021-0686","journal-title":"Internet Research"},{"key":"10644_CR12","doi-asserted-by":"publisher","DOI":"10.4324\/9781003018414","volume-title":"Applied structural equation modeling using AMOS: Basic to advanced techniques","author":"JE Collier","year":"2020","unstructured":"Collier, J. E. (2020). Applied structural equation modeling using AMOS: Basic to advanced techniques. Routledge."},{"key":"10644_CR13","doi-asserted-by":"publisher","first-page":"490","DOI":"10.1007\/s11747-009-0179-4","volume":"38","author":"JE Collier","year":"2010","unstructured":"Collier, J. E., & Sherrell, D. L. (2010). Examining the influence of control and convenience in a self-service setting. Journal Of The Academy Of Marketing Science, 38, 490\u2013509.","journal-title":"Journal Of The Academy Of Marketing Science"},{"issue":"3","key":"10644_CR14","doi-asserted-by":"publisher","first-page":"703","DOI":"10.1016\/j.jbusres.2014.08.001","volume":"68","author":"JE Collier","year":"2015","unstructured":"Collier, J. E., Moore, R. S., Horky, A., & Moore, M. L. (2015). Why the little things matter: Exploring situational influences on customers\u2019 self-service technology decisions. Journal of Business Research, 68(3), 703\u2013710.","journal-title":"Journal of Business Research"},{"issue":"2","key":"10644_CR15","doi-asserted-by":"publisher","first-page":"269","DOI":"10.1509\/jmkr.38.2.269.18845","volume":"38","author":"A Diamantopoulos","year":"2001","unstructured":"Diamantopoulos, A., & Winklhofer, H. M. (2001). Index construction with formative indicators: An alternative to scale development. Journal Of Marketing Research, 38(2), 269\u2013277.","journal-title":"Journal Of Marketing Research"},{"issue":"2","key":"10644_CR16","doi-asserted-by":"publisher","first-page":"195","DOI":"10.1108\/10662240510590360","volume":"15","author":"JR Evans","year":"2005","unstructured":"Evans, J. R., & Mathur, A. (2005). The value of online surveys. Internet Research, 15(2), 195\u2013219.","journal-title":"Internet Research"},{"key":"10644_CR17","doi-asserted-by":"publisher","DOI":"10.1016\/j.techsoc.2023.102429","volume":"76","author":"A Farooq","year":"2024","unstructured":"Farooq, A., Warkentin, M., & Virtanen, S. (2024). Role of shared identity and agency trust in online voting among Finnish citizens. Technology in Society, 76, Article 102429.","journal-title":"Technology in Society"},{"issue":"1","key":"10644_CR18","doi-asserted-by":"publisher","first-page":"39","DOI":"10.1177\/002224378101800104","volume":"18","author":"C Fornell","year":"1981","unstructured":"Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal Of Marketing Research, 18(1), 39\u201350.","journal-title":"Journal Of Marketing Research"},{"issue":"1","key":"10644_CR19","doi-asserted-by":"publisher","first-page":"123","DOI":"10.1108\/INTR-03-2019-0103","volume":"31","author":"FB Franque","year":"2021","unstructured":"Franque, F. B., Oliveira, T., Tam, C., & Santini, F. D. O. (2021). A meta-analysis of the quantitative studies in continuance intention to use an information system. Internet Research, 31(1), 123\u2013158.","journal-title":"Internet Research"},{"issue":"2","key":"10644_CR20","doi-asserted-by":"publisher","first-page":"223","DOI":"10.1177\/002224379903600207","volume":"36","author":"I Geyskens","year":"1999","unstructured":"Geyskens, I., Steenkamp, J. B. E., & Kumar, N. (1999). A meta-analysis of satisfaction in marketing channel relationships. Journal of Marketing Research, 36(2), 223\u2013238.","journal-title":"Journal of Marketing Research"},{"key":"10644_CR21","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijinfomgt.2022.102568","volume":"69","author":"L Gkinko","year":"2023","unstructured":"Gkinko, L., & Elbanna, A. (2023). The appropriation of conversational AI in the workplace: A taxonomy of AI chatbot users. International Journal of Information Management, 69, Article 102568.","journal-title":"International Journal of Information Management"},{"key":"10644_CR22","doi-asserted-by":"publisher","DOI":"10.3926\/oss.407","volume-title":"A primer on partial least squares structural equation modeling (PLS-SEM)","author":"JF Hair Jr","year":"2021","unstructured":"Hair, J. F., Jr., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2021). A primer on partial least squares structural equation modeling (PLS-SEM). Sage publications."},{"key":"10644_CR23","unstructured":"Hasan, I., Rizvi, S., Jain, S., & Huria, S. (2021). The AI-enabled chatbot framework for intelligent citizen-government interaction for delivery of services. In\u00a02021 8th International Conference on Computing for Sustainable Global Development (INDIACom)\u00a0(pp. 601\u2013606). IEEE."},{"key":"10644_CR24","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2022.103211","volume":"71","author":"CL Hsu","year":"2023","unstructured":"Hsu, C. L., & Lin, J. C. C. (2023). Understanding the user satisfaction and loyalty of customer service chatbots. Journal of Retailing and Consumer Services, 71, Article 103211.","journal-title":"Journal of Retailing and Consumer Services"},{"key":"10644_CR25","doi-asserted-by":"publisher","DOI":"10.1016\/j.chb.2021.107027","volume":"129","author":"SY Huang","year":"2022","unstructured":"Huang, S. Y., & Lee, C. J. (2022). Predicting continuance intention to fintech chatbot. Computers in Human Behavior, 129, Article 107027.","journal-title":"Computers in Human Behavior"},{"issue":"1","key":"10644_CR26","doi-asserted-by":"publisher","first-page":"110","DOI":"10.17705\/1jais.00868","volume":"25","author":"S Jarvenpaa","year":"2024","unstructured":"Jarvenpaa, S., & Klein, S. (2024). New frontiers in information systems theorizing: Human-gAI collaboration. Journal of the Association for Information Systems, 25(1), 110\u2013121.","journal-title":"Journal of the Association for Information Systems"},{"issue":"2","key":"10644_CR27","doi-asserted-by":"publisher","first-page":"191","DOI":"10.1108\/09564231311323962","volume":"24","author":"LA Jiang","year":"2013","unstructured":"Jiang, L. A., Yang, Z., & Jun, M. (2013). Measuring consumer perceptions of online shopping convenience. Journal of Service Management, 24(2), 191\u2013214.","journal-title":"Journal of Service Management"},{"key":"10644_CR28","doi-asserted-by":"publisher","DOI":"10.1016\/j.chb.2022.107329","volume":"134","author":"H Jiang","year":"2022","unstructured":"Jiang, H., Cheng, Y., Yang, J., & Gao, S. (2022). AI-powered chatbot communication with customers: Dialogic interactions, satisfaction, engagement, and customer behavior. Computers in Human Behavior, 134, Article 107329.","journal-title":"Computers in Human Behavior"},{"issue":"11","key":"10644_CR29","doi-asserted-by":"publisher","first-page":"3860","DOI":"10.1108\/IJCHM-10-2020-1244","volume":"33","author":"J Jim\u00e9nez-Barreto","year":"2021","unstructured":"Jim\u00e9nez-Barreto, J., Rubio, N., & Molinillo, S. (2021). \u201cFind a flight for me, Oscar!\u201d Motivational customer experiences with chatbots. International Journal of Contemporary Hospitality Management, 33(11), 3860\u20133882.","journal-title":"International Journal of Contemporary Hospitality Management"},{"key":"10644_CR30","doi-asserted-by":"publisher","DOI":"10.1016\/j.giq.2022.101785","author":"J Ju","year":"2023","unstructured":"Ju, J., Meng, Q., Sun, F., Liu, L., & Singh, S. (2023). Citizen preferences and government chatbot social characteristics: Evidence from a discrete choice experiment. Government Information Quarterly. https:\/\/doi.org\/10.1016\/j.giq.2022.101785","journal-title":"Government Information Quarterly"},{"issue":"2","key":"10644_CR31","doi-asserted-by":"publisher","first-page":"304","DOI":"10.1016\/j.giq.2019.02.003","volume":"36","author":"A Kankanhalli","year":"2019","unstructured":"Kankanhalli, A., Charalabidis, Y., & Mellouli, S. (2019). IoT and AI for smart government: A research agenda. Government Information Quarterly, 36(2), 304\u2013309.","journal-title":"Government Information Quarterly"},{"key":"10644_CR32","doi-asserted-by":"publisher","DOI":"10.1080\/14719037.2022.2078501","author":"E Koskimies","year":"2022","unstructured":"Koskimies, E., & Kinder, T. (2022). Mutuality in AI-enabled new public service solutions. Public Management Review. https:\/\/doi.org\/10.1080\/14719037.2022.2078501","journal-title":"Public Management Review"},{"issue":"1","key":"10644_CR33","doi-asserted-by":"publisher","first-page":"101","DOI":"10.1111\/j.1744-6570.2001.tb00087.x","volume":"54","author":"DJ Koys","year":"2001","unstructured":"Koys, D. J. (2001). The effects of employee satisfaction, organizational citizenship behavior, and turnover on organizational effectiveness: A unit-level, longitudinal study. Personnel Psychology, 54(1), 101\u2013114.","journal-title":"Personnel Psychology"},{"key":"10644_CR34","doi-asserted-by":"publisher","DOI":"10.1080\/1369118X.2022.2041701","author":"BK Lee","year":"2022","unstructured":"Lee, B. K., Lee, E. H., & Lee, T. (2022). The effect of E-government website evaluation on user satisfaction and intention to use: The mediating role of warmth and competence judgment on government. Information, Communication & Society. https:\/\/doi.org\/10.1080\/1369118X.2022.2041701","journal-title":"Information, Communication & Society"},{"key":"10644_CR35","doi-asserted-by":"publisher","DOI":"10.1007\/s12525-020-00454-z","author":"L Li","year":"2021","unstructured":"Li, L., Lee, K. Y., Emokpae, E., & Yang, S. B. (2021). What makes you continuously use chatbot services? Evidence from Chinese online travel agencies. Electronic Markets. https:\/\/doi.org\/10.1007\/s12525-020-00454-z","journal-title":"Electronic Markets"},{"issue":"1","key":"10644_CR36","doi-asserted-by":"publisher","first-page":"59","DOI":"10.2307\/25148781","volume":"31","author":"H Liang","year":"2007","unstructured":"Liang, H., Saraf, N., Hu, Q., & Xue, Y. (2007). Assimilation of enterprise systems: The effect of institutional pressures and the mediating role of top management. MIS Quarterly, 31(1), 59\u201387.","journal-title":"MIS Quarterly"},{"issue":"4","key":"10644_CR37","doi-asserted-by":"publisher","first-page":"705","DOI":"10.2307\/25148817","volume":"31","author":"M Limayem","year":"2007","unstructured":"Limayem, M., Hirt, S. G., & Cheung, C. M. (2007). How habit limits the predictive power of intention: The case of information systems continuance. MIS Quarterly, 31(4), 705\u2013737.","journal-title":"MIS Quarterly"},{"key":"10644_CR38","doi-asserted-by":"publisher","first-page":"45","DOI":"10.1016\/j.indmarman.2021.11.016","volume":"101","author":"X Lin","year":"2022","unstructured":"Lin, X., Shao, B., & Wang, X. (2022). Employees\u2019 perceptions of chatbots in B2B marketing: Affordances vs. disaffordances. Industrial Marketing Management, 101, 45\u201356.","journal-title":"Industrial Marketing Management"},{"issue":"1","key":"10644_CR39","doi-asserted-by":"publisher","first-page":"114","DOI":"10.1037\/0021-9010.86.1.114","volume":"86","author":"MK Lindell","year":"2001","unstructured":"Lindell, M. K., & Whitney, D. J. (2001). Accounting for common method variance in cross-sectional research designs. Journal Of Applied Psychology, 86(1), 114\u2013121.","journal-title":"Journal Of Applied Psychology"},{"key":"10644_CR40","doi-asserted-by":"publisher","DOI":"10.1016\/j.chb.2023.107716","volume":"143","author":"YL Liu","year":"2023","unstructured":"Liu, Y. L., Hu, B., Yan, W., & Lin, Z. (2023). Can chatbots satisfy me? A mixed-method comparative study of satisfaction with task-oriented chatbots in mainland China and Hong Kong. Computers in Human Behavior, 143, Article 107716.","journal-title":"Computers in Human Behavior"},{"issue":"3","key":"10644_CR41","doi-asserted-by":"publisher","first-page":"58","DOI":"10.1109\/MS.2021.3073674","volume":"39","author":"T Makasi","year":"2022","unstructured":"Makasi, T., Nili, A., Desouza, K. C., & Tate, M. (2022). A typology of chatbots in public service delivery. Ieee Software, 39(3), 58\u201366.","journal-title":"Ieee Software"},{"issue":"12","key":"10644_CR42","doi-asserted-by":"publisher","first-page":"1865","DOI":"10.1287\/mnsc.1060.0597","volume":"52","author":"NK Malhotra","year":"2006","unstructured":"Malhotra, N. K., Kim, S. S., & Patil, A. (2006). Common method variance in IS research: A comparison of alternative approaches and a reanalysis of past research. Management Science, 52(12), 1865\u20131883.","journal-title":"Management Science"},{"key":"10644_CR43","doi-asserted-by":"publisher","DOI":"10.1016\/j.giq.2022.101797","author":"P Mikalef","year":"2023","unstructured":"Mikalef, P., Lemmer, K., Schaefer, C., Ylinen, M., Fj\u00f8rtoft, S. O., Torvatn, H. Y., Gupta, M., & Niehaves, B. (2023). Examining how AI capabilities can foster organizational performance in public organizations. Government Information Quarterly. https:\/\/doi.org\/10.1016\/j.giq.2022.101797","journal-title":"Government Information Quarterly"},{"key":"10644_CR44","unstructured":"NACIO. (2020). Chat with US: How states are using chatbots to respond to the demands of COVID-19. Retrieved June 21, 2022, from https:\/\/www.nascio.org\/resourcecenter\/resources\/chat-with-us-how-states-are-usingchatbots-to-respond-to-the-demands-of-covid-19\/"},{"key":"10644_CR45","doi-asserted-by":"crossref","unstructured":"Neumann, O., Guirguis, K., & Steiner, R. (2023). Exploring artificial intelligence adoption in public organizations: a comparative case study.\u00a0Public Management Review, 1\u201328.","DOI":"10.1080\/14719037.2022.2048685"},{"key":"10644_CR46","doi-asserted-by":"crossref","unstructured":"Papadopoulou, P., Nikolaidou, M., & Martakos, D. (2010). What is trust in e-government? A proposed typology. In 2010 43rd Hawaii International Conference on System Sciences (pp. 1\u201310). IEEE.","DOI":"10.1109\/HICSS.2010.491"},{"issue":"1","key":"10644_CR47","first-page":"12","volume":"64","author":"A Parasuraman","year":"1988","unstructured":"Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12\u201340.","journal-title":"Journal of Retailing"},{"key":"10644_CR48","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijinfomgt.2022.102533","volume":"66","author":"C Peng","year":"2022","unstructured":"Peng, C., van Doorn, J., Eggers, F., & Wieringa, J. E. (2022). The effect of required warmth on consumer acceptance of artificial intelligence in service: The moderating role of AI-human collaboration. International Journal of Information Management, 66, Article 102533.","journal-title":"International Journal of Information Management"},{"key":"10644_CR49","doi-asserted-by":"crossref","unstructured":"Petriv, Y., Erlenheim, R., Tsap, V., Pappel, I., & Draheim, D. (2020). Designing effective chatbot solutions for the public sector: A case study from Ukraine. In\u00a0Electronic Governance and Open Society: Challenges in Eurasia: 6th International Conference, EGOSE 2019, St. Petersburg, Russia, November 13\u201314, 2019, Proceedings 6\u00a0(pp. 320\u2013335). Springer International Publishing.","DOI":"10.1007\/978-3-030-39296-3_24"},{"issue":"4","key":"10644_CR50","doi-asserted-by":"publisher","first-page":"623","DOI":"10.2307\/25148814","volume":"31","author":"S Petter","year":"2007","unstructured":"Petter, S., Straub, D., & Rai, A. (2007). Specifying formative constructs in information systems research. MIS Quarterly, 31(4), 623\u2013656.","journal-title":"MIS Quarterly"},{"issue":"4","key":"10644_CR51","doi-asserted-by":"publisher","first-page":"367","DOI":"10.1016\/j.bushor.2009.03.001","volume":"52","author":"G Piccoli","year":"2009","unstructured":"Piccoli, G., Brohman, M. K., Watson, R. T., & Parasuraman, A. (2009). Process completeness: Strategies for aligning service systems with customers\u2019 service needs. Business Horizons, 52(4), 367\u2013376.","journal-title":"Business Horizons"},{"issue":"5","key":"10644_CR52","doi-asserted-by":"publisher","first-page":"879","DOI":"10.1037\/0021-9010.88.5.879","volume":"88","author":"PM Podsakoff","year":"2003","unstructured":"Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal Of Applied Psychology, 88(5), 879\u2013903.","journal-title":"Journal Of Applied Psychology"},{"key":"10644_CR53","doi-asserted-by":"publisher","DOI":"10.1016\/j.giq.2023.101828","author":"K Sienkiewicz-Ma\u0142yjurek","year":"2023","unstructured":"Sienkiewicz-Ma\u0142yjurek, K. (2023). Whether AI adoption challenges matter for public managers? The case of Polish cities. Government Information Quarterly. https:\/\/doi.org\/10.1016\/j.giq.2023.101828","journal-title":"Government Information Quarterly"},{"issue":"2","key":"10644_CR54","doi-asserted-by":"publisher","first-page":"305","DOI":"10.1287\/isre.1080.0232","volume":"21","author":"C-H Tan","year":"2010","unstructured":"Tan, C.-H., Teo, H.-H., & Benbasat, I. (2010). Assessing screening and evaluation decision support systems: A resource-matching approach. Information Systems Research, 21(2), 305\u2013326.","journal-title":"Information Systems Research"},{"issue":"2","key":"10644_CR55","doi-asserted-by":"publisher","DOI":"10.1016\/j.giq.2021.101572","volume":"38","author":"Z Tang","year":"2021","unstructured":"Tang, Z., Miller, A. S., Zhou, Z., & Warkentin, M. (2021). Does government social media promote users\u2019 information security behavior towards COVID-19 scams? Cultivation effects and protective motivations. Government Information Quarterly, 38(2), Article 101572.","journal-title":"Government Information Quarterly"},{"issue":"3","key":"10644_CR56","doi-asserted-by":"publisher","first-page":"1170","DOI":"10.1108\/ITP-06-2020-0415","volume":"35","author":"Z Tang","year":"2022","unstructured":"Tang, Z., Zhou, Z., Xu, F., & Warkentin, M. (2022). Apps within apps: Predicting government WeChat mini-program adoption from trust\u2013risk perspective and innovation diffusion theory. Information Technology & People, 35(3), 1170\u20131190.","journal-title":"Information Technology & People"},{"issue":"1","key":"10644_CR57","doi-asserted-by":"publisher","first-page":"10","DOI":"10.1080\/0960085X.2022.2096490","volume":"32","author":"P Vassilakopoulou","year":"2023","unstructured":"Vassilakopoulou, P., Haug, A., Salvesen, L. M., & Pappas, I. O. (2023). Developing human\/AI interactions for chat-based customer services: Lessons learned from the Norwegian government. European Journal of Information Systems, 32(1), 10\u201322.","journal-title":"European Journal of Information Systems"},{"issue":"1","key":"10644_CR58","doi-asserted-by":"publisher","first-page":"157","DOI":"10.2307\/41410412","volume":"36","author":"V Venkatesh","year":"2012","unstructured":"Venkatesh, V., Thong, J. Y., & Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quarterly, 36(1), 157\u2013178.","journal-title":"MIS Quarterly"},{"key":"10644_CR59","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijinfomgt.2021.102401","volume":"61","author":"C Wang","year":"2021","unstructured":"Wang, C., Teo, T. S., & Janssen, M. (2021). Public and private value creation using artificial intelligence: An empirical study of AI voice robot users in Chinese public sector. International Journal of Information Management, 61, Article 102401.","journal-title":"International Journal of Information Management"},{"issue":"2","key":"10644_CR60","doi-asserted-by":"publisher","first-page":"534","DOI":"10.1177\/0894439320980132","volume":"40","author":"Y Wang","year":"2022","unstructured":"Wang, Y., Zhang, N., & Zhao, X. (2022). Understanding the determinants in the different government AI adoption stages: Evidence of local government chatbots in China. Social Science Computer Review, 40(2), 534\u2013554.","journal-title":"Social Science Computer Review"},{"key":"10644_CR61","doi-asserted-by":"publisher","first-page":"25","DOI":"10.1016\/j.dss.2016.09.013","volume":"92","author":"M Warkentin","year":"2016","unstructured":"Warkentin, M., Johnston, A. C., Shropshire, J., & Barnett, W. D. (2016). Continuance of protective security behavior: A longitudinal study. Decision Support Systems, 92, 25\u201335.","journal-title":"Decision Support Systems"},{"issue":"2","key":"10644_CR62","doi-asserted-by":"publisher","first-page":"195","DOI":"10.1016\/j.giq.2018.03.007","volume":"35","author":"M Warkentin","year":"2018","unstructured":"Warkentin, M., Sharma, S., Gefen, D., Rose, G. M., & Pavlou, P. (2018). Social identity and trust in internet-based voting adoption. Government Information Quarterly, 35(2), 195\u2013209.","journal-title":"Government Information Quarterly"},{"key":"10644_CR63","doi-asserted-by":"publisher","first-page":"285","DOI":"10.1007\/s10796-016-9679-1","volume":"19","author":"V Weerakkody","year":"2017","unstructured":"Weerakkody, V., Irani, Z., Kapoor, K., Sivarajah, U., & Dwivedi, Y. K. (2017). Open data and its usability: An empirical view from the citizen\u2019s perspective. Information Systems Frontiers, 19, 285\u2013300.","journal-title":"Information Systems Frontiers"},{"key":"10644_CR64","unstructured":"World Bank. (2022). Public service information at your fingertips. Retrieved December 21, 2022, from https:\/\/blogs.worldbank.org\/governance\/public-service-information-your-fingertips"},{"issue":"3","key":"10644_CR65","doi-asserted-by":"publisher","first-page":"613","DOI":"10.1080\/10447318.2022.2121458","volume":"40","author":"C Xie","year":"2024","unstructured":"Xie, C., Wang, Y., & Cheng, Y. (2024). Does artificial intelligence satisfy you? A meta-analysis of user gratification and user satisfaction with AI-powered chatbots. International Journal of Human-Computer Interaction, 40(3), 613\u2013623.","journal-title":"International Journal of Human-Computer Interaction"},{"key":"10644_CR66","doi-asserted-by":"publisher","first-page":"492","DOI":"10.1007\/s11747-007-0019-3","volume":"35","author":"Z Zhu","year":"2007","unstructured":"Zhu, Z., Nakata, C., Sivakumar, K., & Grewal, D. (2007). Self-service technology effectiveness: The role of design features and individual traits. Journal of the Academy of Marketing Science, 35, 492\u2013506.","journal-title":"Journal of the Academy of Marketing Science"},{"issue":"3","key":"10644_CR67","doi-asserted-by":"publisher","DOI":"10.1016\/j.giq.2021.101577","volume":"38","author":"A Zuiderwijk","year":"2021","unstructured":"Zuiderwijk, A., Chen, Y. C., & Salem, F. (2021). Implications of the use of artificial intelligence in public governance: A systematic literature review and a research agenda. Government Information Quarterly, 38(3), Article 101577.","journal-title":"Government Information Quarterly"}],"container-title":["Information Systems Frontiers"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/s10796-025-10644-9.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/article\/10.1007\/s10796-025-10644-9","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/s10796-025-10644-9.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2026,1,31]],"date-time":"2026-01-31T10:03:11Z","timestamp":1769853791000},"score":1,"resource":{"primary":{"URL":"https:\/\/link.springer.com\/10.1007\/s10796-025-10644-9"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2025,10,18]]},"references-count":67,"journal-issue":{"issue":"6","published-print":{"date-parts":[[2025,12]]}},"alternative-id":["10644"],"URL":"https:\/\/doi.org\/10.1007\/s10796-025-10644-9","relation":{},"ISSN":["1387-3326","1572-9419"],"issn-type":[{"value":"1387-3326","type":"print"},{"value":"1572-9419","type":"electronic"}],"subject":[],"published":{"date-parts":[[2025,10,18]]},"assertion":[{"value":"16 November 2023","order":1,"name":"received","label":"Received","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"13 August 2025","order":2,"name":"accepted","label":"Accepted","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"18 October 2025","order":3,"name":"first_online","label":"First Online","group":{"name":"ArticleHistory","label":"Article History"}},{"order":1,"name":"Ethics","group":{"name":"EthicsHeading","label":"Declarations"}},{"value":"This study received ethical approval and all participants provided informed consent before participating.","order":2,"name":"Ethics","group":{"name":"EthicsHeading","label":"Ethics Approval and Consent to Participate"}},{"value":"All authors consent to the publication of this manuscript.","order":3,"name":"Ethics","group":{"name":"EthicsHeading","label":"Consent for Publication"}},{"value":"The authors declare that they have no competing financial or personal interests that could have influenced the research findings.","order":4,"name":"Ethics","group":{"name":"EthicsHeading","label":"Competing interests"}}]}}