Inter-relational Model for understanding Chatbot acceptance across retail sectors

  title={Inter-relational Model for understanding Chatbot acceptance across retail sectors},
  author={Diptish Dey and Debarati Bhaumik},
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… 

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