The Impact of Chatbot Response Strategies and Emojis Usage on Customers’ Purchase Intention: The Mediating Roles of Psychological Distance and Performance Expectancy

The Impact of Chatbot Response Strategies and Emojis Usage on Customers’ Purchase Intention: The Mediating Roles of Psychological Distance and Performance Expectancy

Artificial intelligence (AI) chatbots have been widely adopted in customer service, playing a crucial role in improving service efficiency, enhancing user experience, and elevating satisfaction levels. Current research on the impact of chatbots on consumers’ purchase decisions primarily focuses on l...

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Bibliographic Details
Main Authors: Hua Meng, Xinyuan Lu, Jiangling Xu
Format: Article
Language:English
Published: MDPI AG 2025-01-01
Series:Behavioral Sciences
Subjects:
artificial intelligence (AI)
response strategies
emojis
chatbots
purchase intention
psychological distance
Online Access:https://www.mdpi.com/2076-328X/15/2/117
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