EXPLORING THE IMPACT OF GENERATIVE AI CHATBOTS’ EMOTIONAL EXPRESSIONS ON CONSUMERS’ EMOTIONAL RESPONSES, SATISFACTION, TRUST, AND INTENTION TO USE IN ONLINE FASHION CUSTOMER SERVICE

Wanchu Hou; Marta Blazquez Cano; Yao Yao

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EXPLORING THE IMPACT OF GENERATIVE AI CHATBOTS’ EMOTIONAL EXPRESSIONS ON CONSUMERS’ EMOTIONAL RESPONSES, SATISFACTION, TRUST, AND INTENTION TO USE IN ONLINE FASHION CUSTOMER SERVICE

Wanchu Hou, Marta Blazquez Cano, Yao Yao

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URLhttps://db.koreascholar.com/Article/Detail/451478

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Global Fashion Management Conference

2026 Global Fashion Management Conference at Madrid (2026.07)
p.394

글로벌지식마케팅경영학회 (Global Alliance of Marketing & Management Associations)

키워드

Generative AIChatbotsEmotional toneExpectancy violation theoryOnline fashion retailCustomer serviceQualitativeWizard-of-OzSemi-structure interviewInterpretivism

저자

Wanchu Hou(University of Manchester, United Kingdom)
Marta Blazquez Cano(University of Manchester, United Kingdom)
Yao Yao(University of Manchester, United Kingdom)

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