Do chatbots support consumer performance? Investigating the role of E-lifestyle and anthropomorphism in the service industry
The growing implementation of chatbots in the service industry reflects continued innovation in this area. However, concerns persist regarding chatbot competence in addressing consumer inquiries, potentially hindering both the interaction experience and consumer performance. This study investigates...
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| Format: | Article |
| Language: | English |
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Elsevier
2025-06-01
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| Series: | International Journal of Information Management Data Insights |
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| Online Access: | http://www.sciencedirect.com/science/article/pii/S2667096825000217 |
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| _version_ | 1850225697433321472 |
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| author | Retno Dewanti Ridho Bramulya Ikhsan |
| author_facet | Retno Dewanti Ridho Bramulya Ikhsan |
| author_sort | Retno Dewanti |
| collection | DOAJ |
| description | The growing implementation of chatbots in the service industry reflects continued innovation in this area. However, concerns persist regarding chatbot competence in addressing consumer inquiries, potentially hindering both the interaction experience and consumer performance. This study investigates the factors driving consumer performance in chatbot interactions. Data were collected via an online survey of 336 Indonesian consumers. Partial least squares-structural equation modeling (PLS-SEM) was employed to test the structural model. The findings reveal that e-lifestyle significantly influences both chatbot experience and competence. Anthropomorphism significantly impacts chatbot experience, competence, and the resulting consumer performance. Moreover, both chatbot experience and competence significantly affect consumer performance. Furthermore, chatbot competence significantly shapes the user experience. This study contributes to both theoretical and practical understanding of chatbots within the service industry. |
| format | Article |
| id | doaj-art-9e67a2bde0cf4e969de8c31d494536e3 |
| institution | OA Journals |
| issn | 2667-0968 |
| language | English |
| publishDate | 2025-06-01 |
| publisher | Elsevier |
| record_format | Article |
| series | International Journal of Information Management Data Insights |
| spelling | doaj-art-9e67a2bde0cf4e969de8c31d494536e32025-08-20T02:05:17ZengElsevierInternational Journal of Information Management Data Insights2667-09682025-06-015110033910.1016/j.jjimei.2025.100339Do chatbots support consumer performance? Investigating the role of E-lifestyle and anthropomorphism in the service industryRetno Dewanti0Ridho Bramulya Ikhsan1Global Business Marketing, Binus Business School, Binus University, Jakarta Indonesia; Corresponding author.Management Department, Binus Online Learning, Bina Nusantara University, Jakarta, IndonesiaThe growing implementation of chatbots in the service industry reflects continued innovation in this area. However, concerns persist regarding chatbot competence in addressing consumer inquiries, potentially hindering both the interaction experience and consumer performance. This study investigates the factors driving consumer performance in chatbot interactions. Data were collected via an online survey of 336 Indonesian consumers. Partial least squares-structural equation modeling (PLS-SEM) was employed to test the structural model. The findings reveal that e-lifestyle significantly influences both chatbot experience and competence. Anthropomorphism significantly impacts chatbot experience, competence, and the resulting consumer performance. Moreover, both chatbot experience and competence significantly affect consumer performance. Furthermore, chatbot competence significantly shapes the user experience. This study contributes to both theoretical and practical understanding of chatbots within the service industry.http://www.sciencedirect.com/science/article/pii/S2667096825000217ChatbotE-lifestyleExperienceCompetenceAnthropomorphismConsumer performance |
| spellingShingle | Retno Dewanti Ridho Bramulya Ikhsan Do chatbots support consumer performance? Investigating the role of E-lifestyle and anthropomorphism in the service industry International Journal of Information Management Data Insights Chatbot E-lifestyle Experience Competence Anthropomorphism Consumer performance |
| title | Do chatbots support consumer performance? Investigating the role of E-lifestyle and anthropomorphism in the service industry |
| title_full | Do chatbots support consumer performance? Investigating the role of E-lifestyle and anthropomorphism in the service industry |
| title_fullStr | Do chatbots support consumer performance? Investigating the role of E-lifestyle and anthropomorphism in the service industry |
| title_full_unstemmed | Do chatbots support consumer performance? Investigating the role of E-lifestyle and anthropomorphism in the service industry |
| title_short | Do chatbots support consumer performance? Investigating the role of E-lifestyle and anthropomorphism in the service industry |
| title_sort | do chatbots support consumer performance investigating the role of e lifestyle and anthropomorphism in the service industry |
| topic | Chatbot E-lifestyle Experience Competence Anthropomorphism Consumer performance |
| url | http://www.sciencedirect.com/science/article/pii/S2667096825000217 |
| work_keys_str_mv | AT retnodewanti dochatbotssupportconsumerperformanceinvestigatingtheroleofelifestyleandanthropomorphismintheserviceindustry AT ridhobramulyaikhsan dochatbotssupportconsumerperformanceinvestigatingtheroleofelifestyleandanthropomorphismintheserviceindustry |