{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,29]],"date-time":"2026-03-29T08:15:51Z","timestamp":1774772151273,"version":"3.50.1"},"reference-count":54,"publisher":"Emerald","license":[{"start":{"date-parts":[[2025,1,10]],"date-time":"2025-01-10T00:00:00Z","timestamp":1736467200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["IJIS"],"abstract":"<jats:sec>\n<jats:title>Purpose<\/jats:title>\n<jats:p>Using artificial intelligence technologies in customer service through chatbots is revolutionizing companies\u2019 commercial practices and business models. This study explores the role of customer experience drivers in using chatbot services in customer engagement and customer behavior intention. The mediating role of customer engagement in the relationship between the customer experience drivers of using chatbots and the customer behavior intention was also explored.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title>Design\/methodology\/approach<\/jats:title>\n<jats:p>For this purpose, a sample of 1,319 Portuguese consumers using chatbots in their online purchases was collected. A quantitative methodology was applied with the partial least squares method.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title>Findings<\/jats:title>\n<jats:p>The results reveal that the customer experience drivers of using the chatbot service directly and positively influence customer engagement but not customer behavior intention. However, there is a positive influence of customer experience drivers on customer behavior intention when mediated by customer engagement.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title>Originality\/value<\/jats:title>\n<jats:p>This study contributes to developing social exchange and resource exchange theories in customer experience. In addition, it allows companies to infer practical implications for obtaining sustainable competitive advantages through implementing chatbot technology.<\/jats:p>\n<\/jats:sec>","DOI":"10.1108\/ijis-06-2024-0148","type":"journal-article","created":{"date-parts":[[2025,1,8]],"date-time":"2025-01-08T12:56:17Z","timestamp":1736340977000},"source":"Crossref","is-referenced-by-count":12,"title":["Customer experience in digital transformation: the influence of intelligent chatbots toward a sustainable market"],"prefix":"10.1108","author":[{"given":"Sofia","family":"Gomes","sequence":"first","affiliation":[]},{"given":"Jo\u00e3o M.","family":"Lopes","sequence":"additional","affiliation":[]},{"given":"Tiago","family":"Trancoso","sequence":"additional","affiliation":[]}],"member":"140","published-online":{"date-parts":[[2025,1,10]]},"reference":[{"issue":"2","key":"key2025010812561181900_ref001","doi-asserted-by":"publisher","first-page":"427","DOI":"10.1007\/s12525-020-00414-7","article-title":"AI-based chatbots in customer service and their effects on user compliance","volume":"31","year":"2021","journal-title":"Electronic Markets"},{"key":"key2025010812561181900_ref002","doi-asserted-by":"publisher","first-page":"1","DOI":"10.3389\/fpsyg.2022.1015921","article-title":"Social exchange theory: systematic review and future directions systematic review","volume":"13","year":"2023","journal-title":"Frontiers in Psychology"},{"issue":"5","key":"key2025010812561181900_ref003","doi-asserted-by":"publisher","first-page":"e16074","DOI":"10.1016\/j.heliyon.2023.e16074","article-title":"Exploring chatbot trust: Antecedents and behavioural outcomes","volume":"9","year":"2023","journal-title":"Heliyon"},{"issue":"3","key":"key2025010812561181900_ref004","doi-asserted-by":"publisher","first-page":"238","DOI":"10.1108\/REGE-07-2021-0120","article-title":"Increasing customer service efficiency through artificial intelligence chatbot","volume":"29","year":"2022","journal-title":"Revista De Gest\u00e3o"},{"key":"key2025010812561181900_ref005","doi-asserted-by":"publisher","first-page":"432","DOI":"10.1016\/j.procs.2022.07.057","article-title":"The role of chatbots in enhancing customer experience: literature review","volume":"203","year":"2022","journal-title":"Procedia Computer Science"},{"key":"key2025010812561181900_ref006","unstructured":"Beckmann, J. 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