用于理解零售行业对聊天机器人接受程度的内部关系模型
Inter-relational Model for understanding Chatbot acceptance across retail sectors
摘要：
尽管人们对聊天机器人的兴趣越来越大，但在零售业的部署一直很缓慢。在缺乏对零售业中聊天机器人用户接受度的比较跨部门研究的情况下，我们提出了一个模型和研究框架，该模型和研究框架提出了客户和聊天机器人的前因，使用信任和客户满意度作为关系中介，口碑和连续性的期望作为关系结果。在确定我们的框架时，我们吸收了来自不同模型和理论的结构，这些模型和理论涵盖了聊天机器人、技术接受和关系营销的用户体验，并提出了11个结构作为前提。此外，我们建议零售业作为我们的4个主持人之一。最后，我们提供了对我们当前活动的深入了解，以确定哪些因素会在多大程度上影响不同零售行业的关系结果。
英文摘要：
Despite the rising interest in chatbots, deployment has been slow in the retail sector. In the absence of comparative cross sector research on the user acceptance of chatbots in retail, we present a model and a research framework that proposes customer and chatbot antecedents using trust and customer satisfaction as relationship mediators and word of mouth and expectation of continuity as relationship outcomes. In determining our framework, we assimilate constructs from different models and theories overarching user experience with chatbots, technology acceptance and relationship marketing and propose a selection of 11 constructs as antecedents. Furthermore, we suggest retail sectors as one of our 4 moderators. Eventually, we provide insight into our current activities that is expected to identify which factors impact relationship outcomes to which extent across different retail sectors.
机构、总结、中文摘要均由AI分析而来，可能存在错误，请以论文正文为准。
