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http://dx.doi.org/10.18807/jsrs.2017.7.3.037

Factors Affecting the Use of the Intelligent Chatbot Services  

Lee, Myoung-Su (Department of Management Information System. The Graduate School Kwangwoon University)
Kim, Sang-Hoon (Dept. of Management Information System, Kwangwoon University)
Publication Information
Journal of Service Research and Studies / v.7, no.3, 2017 , pp. 37-55 More about this Journal
Abstract
Recently, many business organizations have been increasingly expanding the utilization of the intelligent chatbot services for effective customer relation management. The purpose of this study is to empirically investigate the factors which affect the use of the intelligent chatbot services. Above all, the research model and the hypotheses were derived through reviewing the major relevant theories such as UX(user experience) theory(Honeycomb model), TRA(theory of reasoned action), TAM(technology acceptance model) and ETAM(extended TAM). And then, structural equation analyses using SmartPLS 3.0 for 233 valid questionnaires replies collected through the field survey was performed to test the hypotheses. Theoretically, this study can contribute to providing the conceptual framework with regard to enhancing the use of intelligent chatbot services. And practically, this study sheds new light on suggesting the guidelines to designing the UX(user experience) of the intelligent chatbot services.
Keywords
Intelligent Chatbot Services; UX(User Experience); Honeycomb Model; TRA(Theory of Reasoned Action); TAM(Technology Acceptance Model); ETAM(Extended Technology Model);
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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