{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,4]],"date-time":"2026-03-04T07:13:32Z","timestamp":1772608412861,"version":"3.50.1"},"reference-count":121,"publisher":"MDPI AG","issue":"1","license":[{"start":{"date-parts":[[2023,3,1]],"date-time":"2023-03-01T00:00:00Z","timestamp":1677628800000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["JTAER"],"abstract":"<jats:p>The main objective of this article is to investigate the factors that influence customers\u2019 intention to reuse chatbot-based services. The study employs a combination of the technology acceptance model (TAM) with other contributions in the literature to develop a theoretical model that predicts and explains customers\u2019 intention to reuse chatbots. The research uses structural equation modeling (PLS-SEM) to test the proposed hypotheses. Data collected from 201 chatbot users among Portuguese consumers were analyzed, and the results showed that user satisfaction, perceived usefulness, and subjective norm are significant predictors of chatbot reuse intentions. Additionally, the findings indicated that perceived usefulness, perceived ease of use, and trust have a positive impact on attitudes toward using chatbots. Trust was found to have a significant impact on perceived usefulness, user satisfaction, and attitudes toward using chatbots. However, there was no significant effect of attitude toward using chatbots, perceived ease of use, trust, and perceived social presence on reuse intentions. The article concludes with theoretical contributions and recommendations for managers.<\/jats:p>","DOI":"10.3390\/jtaer18010024","type":"journal-article","created":{"date-parts":[[2023,3,1]],"date-time":"2023-03-01T03:28:06Z","timestamp":1677641286000},"page":"457-474","update-policy":"https:\/\/doi.org\/10.3390\/mdpi_crossmark_policy","source":"Crossref","is-referenced-by-count":73,"title":["Chatbot-Based Services: A Study on Customers\u2019 Reuse Intention"],"prefix":"10.3390","volume":"18","author":[{"ORCID":"https:\/\/orcid.org\/0009-0007-7283-2219","authenticated-orcid":false,"given":"Filipe Ara\u00fajo","family":"Silva","sequence":"first","affiliation":[{"name":"School of Economics and Management, University of Porto, 4200-464 Porto, Portugal"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-9404-3743","authenticated-orcid":false,"given":"Alireza Shabani","family":"Shojaei","sequence":"additional","affiliation":[{"name":"School of Economics and Management, University of Porto, 4200-464 Porto, Portugal"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-4057-360X","authenticated-orcid":false,"given":"Belem","family":"Barbosa","sequence":"additional","affiliation":[{"name":"Research Unit on Governance, Competitiveness and Public Policies (GOVCOPP), Center of Economics and Finance at UPorto (cef.up), School of Economics and Management, University of Porto, 4200-464 Porto, Portugal"}]}],"member":"1968","published-online":{"date-parts":[[2023,3,1]]},"reference":[{"key":"ref_1","doi-asserted-by":"crossref","first-page":"100211","DOI":"10.1016\/j.jik.2022.100211","article-title":"Overcoming customer innovation resistance to the sustainable adoption of chatbot services: A community-enterprise perspective in Thailand","volume":"7","author":"Kwangsawad","year":"2022","journal-title":"J. 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