“In A.I. we trust?” The effects of parasocial interaction and technopian versus luddite ideological views on chatbot-based customer relationship management in the emerging “feeling economy” - Youn, Seounmi; Jin, S. Venus (Computers in human behavior, 2021)
Keywords: AI Chatbot user experience (UI) and user experience (UX); Artificial intelligence; Between-subjects design; Brand personality; Chatbots; Consumers; Customer relationship management; Customer relationship management (CRM); Customer satisfaction; Customer services; Customers; Feeling economy; Parasocial interaction (PSI); Perception; Personality; Technopians versus luddites; User experience; User interfaces; AI Chatbot user experience (UI) and user experience (UX); Parasocial interaction (PSI); Technopians versus luddites; Brand personality; Feeling economy; Customer relationship management (CRM)