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2. To reveal or conceal: AI identity disclosure strategies for merchants. (2025). Yang, Zhaojun ; Sun, Jun ; Zhang, Yali ; Ding, Zhenbin ; Goh, Mark.
   In: International Journal of Production Economics.
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3. Less stress, fewer delays: The role of sophisticated AI in mitigating decision fatigue and purchase postponement in luxury retail. (2025). Li, Jiarui ; Kang, Jiyun.
   In: Journal of Retailing and Consumer Services.
   RePEc:eee:joreco:v:85:y:2025:i:c:s0969698925000475.

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4. Recovering customer satisfaction after a chatbot service failure €“ The effect of gender. (2025). Witthohn, Lennart ; Rese, Alexandra.
   In: Journal of Retailing and Consumer Services.
   RePEc:eee:joreco:v:84:y:2025:i:c:s0969698925000360.

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5. How do sales promotions, communication agents, and psychological contracts determine purchase hesitation? Evidence from live stream influencers€™ fan groups. (2025). Zhou, Zhimin ; Majeed, Salman ; Wang, Xueying ; Zhang, Liangbo.
   In: Journal of Retailing and Consumer Services.
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6. Retail consumers conundrum: An in-depth qualitative study navigating the motivations and aversion of chatbots. (2025). Attri, Rekha ; Habib, Muhammad Danish ; Yaqub, Muhammad Zafar ; Salam, Mohammad Asif.
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7. Exploring the effect of empathic response and its boundaries in artificial intelligence service recovery. (2025). Xu, Linlin ; Guo, Yuanyuan ; Wang, Chaoyou.
   In: Journal of Retailing and Consumer Services.
   RePEc:eee:joreco:v:82:y:2025:i:c:s0969698924003618.

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8. Affiliative or self-defeating? Exploring the effect of humor types on customer forgiveness in the context of AI agents’ service failure. (2025). Liang, Changyong ; Zhou, Peiyu ; Xie, Yuguang ; Zhao, Shuping ; Lu, Wenxing.
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9. How the communication style of chatbots influences consumers’ satisfaction, trust, and engagement in the context of service failure. (2024). Gao, Shuhong ; Cai, NA ; Yan, Jinzhe.
   In: Palgrave Communications.
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10. More Than a Bot? The Impact of Disclosing Human Involvement on Customer Interactions with Hybrid Service Agents. (2024). Maedche, Alexander ; Kellner, Ralf ; Hinz, Oliver ; Morana, Stefan ; Gnewuch, Ulrich.
    In: Information Systems Research.
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11. Informational or emotional? Exploring the relative effects of chatbots€™ self-recovery strategies on consumer satisfaction. (2024). Chang, Qian ; Zhou, Cheng.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:78:y:2024:i:c:s0969698924000754.

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12. Exploring the influence mechanism of chatbot-expressed humor on service satisfaction in online customer service. (2024). Xie, Yuguang ; Zhou, Peiyu ; Jiang, LI ; Liang, Changyong.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:76:y:2024:i:c:s0969698923003508.

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13. Think like a robot: How interactions with humanoid service robots affect consumers€™ decision strategies. (2024). Huang, Jingya ; Liao, Jiancai.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:76:y:2024:i:c:s0969698923003260.

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14. That honey, my arsenic: The influence of advanced technologies on service employees€™ organizational deviance. (2023). Han, Mingyan ; Jiang, Keshen ; Zhao, Jingyou ; Shan, Hongmei ; Hu, Enhua.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:75:y:2023:i:c:s0969698923002370.

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15. Dissecting the mixed effects of human-customer service chatbot interaction on customer satisfaction: An explanation from temporal and conversational cues. (2023). Zhao, Zixiang ; Xu, Ying ; Niu, Nan.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:74:y:2023:i:c:s0969698923001649.

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16. Understanding the usability of retail fashion brand chatbots: Evidence from customer expectations and experiences. (2023). Aslam, Usman.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:74:y:2023:i:c:s0969698923001248.

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17. Measuring customer aggression: Scale development and validation. (2023). Wang, Shasha ; Osorio, Mara Lucila ; Mortimer, Gary.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:73:y:2023:i:c:s0969698923000954.

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18. Appreciation vs. apology: Research on the influence mechanism of chatbot service recovery based on politeness theory. (2023). Duan, Yucong ; Xing, Xinyu ; Song, Mengmeng ; Zhang, Huixian.
    In: Journal of Retailing and Consumer Services.
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19. Chatbots in e-commerce: The effect of chatbot language style on customers€™ continuance usage intention and attitude toward brand. (2023). Wang, Rui ; Li, Meichan.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:71:y:2023:i:c:s0969698922003022.

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20. Exploring determinants of the green smart technology product adoption from a sustainability adapted value-belief-norm perspective. (2023). Wu, Weiwei ; Shang, Dawei ; Schroeder, Daniel.
    In: Journal of Retailing and Consumer Services.
    RePEc:eee:joreco:v:70:y:2023:i:c:s0969698922002624.

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4. How the communication style of chatbots influences consumers’ satisfaction, trust, and engagement in the context of service failure. (2024). Gao, Shuhong ; Cai, NA ; Yan, Jinzhe.
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5. Factors affecting user trust and intention in adopting chatbots: the moderating role of technology anxiety in insurtech. (2024). Tep, Sandrine Prom ; Dekkal, Massilva ; Arcand, Manon ; Rajaobelina, Lova ; Ricard, Line.
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6. A behaviourally informed chatbot increases vaccination rates in Argentina more than a one-way reminder. (2024). Barrera, Adelaida ; Brown, Dan ; Ibaez, Lucas ; Budassi, Ivn ; Murphy, Bridie ; Kriscovich, Jorge ; Salomon-Ballada, Sebastian ; Shrestha, Pujen ; Torrente, Fernando.
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7. Maxim of Politeness to Improve Language Principles: Case Study on Mata Najwa Trans 7 Talk Show Program. (2024). Damayanti, Wahyu ; Wildan, M ; Ilhamudin, Ilhamudin ; Indrariani, Eva Ardiana ; Suparno, Darsita.
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8. Impact of Anthropomorphic Design on User Sentiment and Sustained Use Intention towards Household Healthcare. (2024). Cheng, SI ; Feng, Qiaoyu ; Meng, HU.
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9. Chatbots in Airport Customer Service—Exploring Use Cases and Technology Acceptance. (2024). Schlogl, Stephan ; Auer, Isabel ; Glowka, Gundula.
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10. How does the anthropomorphism of AI chatbots facilitate users reuse intention in online health consultation services? The moderating role of disease severity. (2024). Liu, Wenlong ; Jiang, Min ; Mou, Jian.
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11. Compliance-gaining in metaverse: A moderated parallel mediation model testing the interaction between legitimization of paltry favors technique and victim identification. (2024). Park, Younjung ; Lee, Seyoung.
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12. How does incorporating ChatGPT within a firm reinforce agility-mediated performance? The moderating role of innovation infusion and firms’ ethical identity. (2024). Masialeti, Masialeti ; Talaei-Khoei, Amir ; Yang, Alan T.
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13. The effect of empathetic response and consumers€™ narcissism in voice-based artificial intelligence. (2024). Vasquez-Parraga, Arturo ; Gearhart, Richard S ; Poushneh, Atieh.
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14. Informational or emotional? Exploring the relative effects of chatbots€™ self-recovery strategies on consumer satisfaction. (2024). Chang, Qian ; Zhou, Cheng.
    In: Journal of Retailing and Consumer Services.
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15. Empathic voice assistants: Enhancing consumer responses in voice commerce. (2024). Algesheimer, Rene ; Mandelli, Andreina ; Mari, Alex.
    In: Journal of Business Research.
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16. Creational and conversational AI affordances: How the new breed of chatbots is revolutionizing knowledge industries. (2024). Ritala, Paavo ; Ruokonen, Mika ; Ramaul, Laavanya.
    In: Business Horizons.
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17. Proactive and Reactive Help from Intelligent Agents in Identity-Relevant Tasks. (2024). Adam, Martin ; Goutier, Marc ; Diebel, Christopher ; Benlian, Alexander.
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19. Digitalization, big data and business intelligence. (2023). Vasilev, Julian.
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20. Live support by chatbots with artificial intelligence: A future research agenda. (2023). Camilleri, Mark Anthony ; Troise, Ciro.
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21. Unravelling the Impact of Generative Artificial Intelligence (GAI) in Industrial Applications: A Review of Scientific and Grey Literature. (2023). Rajan, Shivakami ; Varsha, P S ; Kar, Arpan Kumar.
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22. Explainable artificial intelligence in information systems: A review of the status quo and future research directions. (2023). Forster, Maximilian ; Klier, Mathias ; Brasse, Julia ; Sigler, Irina ; Broder, Hanna Rebecca.
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23. AI-based chatbots in conversational commerce and their effects on product and price perceptions. (2023). Joye, Yannick ; Auruskeviciene, Vilte ; Sidlauskiene, Justina.
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24. Customer acceptability towards AI-enabled digital banking: a PLS-SEM approach. (2023). Kumari, Vineeta ; Bharti, Swaraj S ; Sudha, Shwati ; Prasad, Kanika.
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25. Trust and digital privacy: willingness to disclose personal information to banking chatbot services. (2023). Johnson, Tamryn ; Poggenpoel, Sloane ; Marlie, Siddeeqah ; Lappeman, James.
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26. THE ARTIFICIAL INTELLIGENCE IN E-COMMERCE. (2023). Badreddine, Amina.
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27. Customer Experience in Open Banking and How It Affects Loyalty Intention: A Study from Saudi Arabia. (2023). Mutambik, Ibrahim.
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28. Social companionship with artificial intelligence: Recent trends and future avenues. (2023). Dwivedi, Yogesh K ; Verma, Sanjeev ; Das, Ronnie ; Chaturvedi, Rijul.
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29. Whether to trust chatbots: Applying the event-related approach to understand consumers€™ emotional experiences in interactions with chatbots in e-commerce. (2023). Li, Yiyang ; Fu, Weizhong ; Jin, Jia ; Wang, Cuicui.
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30. Hi, May AI help you? An analysis of the barriers impeding the implementation and use of artificial intelligence-enabled virtual assistants in retail. (2023). Kamoonpuri, Sana Zehra ; Sengar, Anita.
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31. Hi, I’m taking over this account! Leveraging social media takeovers in fostering consumer-brand relationships. (2023). Penttinen, Valeria.
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32. Artificial intelligence empowered conversational agents: A systematic literature review and research agenda. (2023). Hashemi, Novin ; Mariani, Marcello M ; Wirtz, Jochen.
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33. Cross-Supply Chain Collaboration Platform for Pallet Management. (2023). Lehner, Roland.
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34. Corporate Governance and Total Quality Management Implementation in The Telecom Sector, Ghana. (2023). Kong, Yusheng ; Afriyie, Stephen Owusu ; Akomeah, Michael Owusu ; Owusu-Kyei, Michael.
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35. Artificial empathy in marketing interactions: Bridging the human-AI gap in affective and social customer experience. (2022). Liu-Thompkins, Yuping ; Okazaki, Shintaro.
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36. Voice Assistant vs. Chatbot – Examining the Fit Between Conversational Agents’ Interaction Modalities and Information Search Tasks. (2022). Hess, Thomas ; Rzepka, Christine ; Berger, Benedikt.
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37. Anthropomorphism in AI-enabled technology: A literature review. (2022). Li, Mengjun ; Suh, Ayoung.
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38. Empowering users to control ads and its effects on website stickiness. (2022). Adam, Martin ; Werner, Dominick ; Benlian, Alexander.
    In: Electronic Markets.
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39. Microexpressions in digital humans: perceived affect, sincerity, and trustworthiness. (2022). Heinzle, Simon ; Kruse, Leona Chandra ; Schneider, Johannes ; Brocke, Jan Vom ; Tastemirova, Aliya.
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40. Immunizing with information – Inoculation messages against conversational agents’ response failures. (2022). Hess, Thomas ; Weiler, Severin ; Matt, Christian.
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41. The rise of artificial intelligence – understanding the AI identity threat at the workplace. (2022). Stieglitz, Stefan ; Mirbabaie, Milad ; Brunker, Felix.
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42. Is Artificial Intelligence Better than Manpower? The Effects of Different Types of Online Customer Services on Customer Purchase Intentions. (2022). Zhao, YU ; Zhu, Wei ; Qin, Min.
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43. AI in E-Commerce: Application of the Use and Gratification Model to The Acceptance of Chatbots. (2022). Zhang, Youran ; Marjerison, Rob Kim ; Zheng, Hanyi.
    In: Sustainability.
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44. Examining Consumer’s Intention to Adopt AI-Chatbots in Tourism Using Partial Least Squares Structural Equation Modeling Method. (2022). Dogra, Nikhil ; Adil, Mohd ; Wu, Jei-Zheng ; Rafiq, Farrukh.
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45. Virtual agents and flow experience: An empirical examination of AI-powered chatbots. (2022). Algharabat, Raed S ; Rana, Nripendra P ; Metri, Bhimaraya ; Alalwan, Ali Abdallah ; Baabdullah, Abdullah M.
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46. When do AI chatbots lead to higher customer satisfaction than human frontline employees in online shopping assistance? Considering product attribute type. (2022). Ruan, Yanya ; Mezei, Jzsef.
    In: Journal of Retailing and Consumer Services.
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47. Chatbots and service failure: When does it lead to customer aggression. (2022). Huang, Yu-Shan ; Dootson, Paula.
    In: Journal of Retailing and Consumer Services.
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48. Will artificial intelligence replace human customer service? The impact of communication quality and privacy risks on adoption intention. (2022). Duan, Yucong ; Xing, Xinyu ; Song, Mengmeng ; Mou, Jian ; Cohen, Jason.
    In: Journal of Retailing and Consumer Services.
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49. Empowering users to control ads and its effects on website stickiness. (2022). Adam, Martin ; Werner, Dominick ; Benlian, Alexander.
    In: Publications of Darmstadt Technical University, Institute for Business Studies (BWL).
    RePEc:dar:wpaper:133899.

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50. Electronic Markets on digital platforms and AI. (2021). Alt, Rainer.
    In: Electronic Markets.
    RePEc:spr:elmark:v:31:y:2021:i:2:d:10.1007_s12525-021-00489-w.

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