Advanced search
Publication Cover
Journal of Broadcasting & Electronic Media Volume 64, 2020 - Issue 4
Submit an article Journal homepage
10,853
Views
92
CrossRef citations to date
0
Altmetric
Research Article

How Do AI-driven Chatbots Impact User Experience? Examining Gratifications, Perceived Privacy Risk, Satisfaction, Loyalty, and Continued Use

Yang Chenga Department of Communication, North Carolina State University, Raleigh, NC, USACorrespondence[email protected]
ORCID Iconhttps://orcid.org/0000-0002-0321-7956View further author information
ORCID Icon &
Hua Jiangb S.I. Newhouse School of Public Communications, Syracuse University, Syracuse, NY, USAView further author information
Pages 592-614 | Published online: 07 Dec 2020

Citations (92)

Keep up to date with the latest research on this topic with citation updates for this article.

Subscribe to citation updates

Read on this site (10)

Myungok Chris Yim. (2023) Effect of AI Chatbot’s Interactivity on Consumers’ Negative Word-of-Mouth Intention: Mediating Role of Perceived Empathy and Anger. International Journal of Human–Computer Interaction 0:0, pages 1-16.
Read now
Fanjue Liu. (2023) Hanging Out with My Pandemic Pal: Contextualizing Motivations of Anthropomorphizing Voice Assistants during COVID-19. Journal of Promotion Management 29:5, pages 676-704.
Read now
S. Venus Jin & Seounmi Youn. (2023) Social Presence and Imagery Processing as Predictors of Chatbot Continuance Intention in Human-AI-Interaction. International Journal of Human–Computer Interaction 39:9, pages 1874-1886.
Read now
Satya Bhusan Dash, Avinash Jain, Lipika Dey, Tirthankar Dasgupta & Abir Naskar. (2023) Factors affecting user experience of contact tracing app during COVID-19: an aspect-based sentiment analysis of user-generated review. Behaviour & Information Technology 42:2, pages 249-264.
Read now
Nicky Terblanche, Joanna Molyn, Kevin Williams & Jeanette Maritz. (2023) Performance matters: students’ perceptions of Artificial Intelligence Coach adoption factors. Coaching: An International Journal of Theory, Research and Practice 16:1, pages 100-114.
Read now
Jinping Wang & Zeynep Tanes-Ehle. (2023) Examining the Effects of Conversational Chatbots on Changing Conspiracy Beliefs about Science: The Paradox of Interactivity. Journal of Broadcasting & Electronic Media 67:1, pages 68-89.
Read now
Yu Wang, Mingli Zhang, Nuan Luo & Lingyun Guo. (2022) Understanding how participating behaviours influenced by individual motives affect continued generating behaviours in product-experience-shared communities. Behaviour & Information Technology 41:14, pages 3044-3064.
Read now
Chenxing Xie, Yanding Wang & Yang Cheng. (2022) Does Artificial Intelligence Satisfy You? A Meta-Analysis of User Gratification and User Satisfaction with AI-Powered Chatbots. International Journal of Human–Computer Interaction 0:0, pages 1-11.
Read now
Yiwei Li, Yu Guo & Siyu Liu. (2021) How Do Traditional Media Function in Social Learning about AI? Psychological and Cognitive Reactions to AI-Powered Communication. Communication Studies 72:6, pages 1034-1052.
Read now
Hyeon Jo & Do-Hyung Park. AI in the Workplace: Examining the Effects of ChatGPT on Information Support and Knowledge Acquisition. International Journal of Human–Computer Interaction 0:0, pages 1-16.
Read now

Articles from other publishers (82)

Carmela Elita Schillaci, Lucrezia Maria de Cosmo, Luigi Piper, Melita Nicotra & Gianluigi Guido. (2024) Anthropomorphic chatbots' for future healthcare services: Effects of personality, gender, and roles on source credibility, user satisfaction, and intention to use. Technological Forecasting and Social Change 199, pages 123025.
Crossref
Yuguang Xie, Changyong Liang, Peiyu Zhou & Li Jiang. (2024) Exploring the influence mechanism of chatbot-expressed humor on service satisfaction in online customer service. Journal of Retailing and Consumer Services 76, pages 103599.
Crossref
Ruiying Cai, Yao-Chin Wang & Jie Sun. (2024) Customers’ intention to compliment and complain via AI-enabled platforms: A self-disclosure perspective. International Journal of Hospitality Management 116, pages 103628.
Crossref
Abdul Wahid Khan & Abhishek Mishra. (2023) AI credibility and consumer-AI experiences: a conceptual framework. Journal of Service Theory and Practice.
Crossref
Ching‐I Cheng, Woan‐Jean Lin, Hui‐Ting Liu, Yi‐Ting Chen, Chih‐Kang Chiang & Kung‐Yu Hung. (2023) Implementation of artificial intelligence C hatbot in peritoneal dialysis nursing care: Experience from a T aiwan medical center . Nephrology 28:12, pages 655-662.
Crossref
Linjuan Rita Men, Alvin Zhou, Jie Jin & Patrick Thelen. (2023) Shaping corporate character via chatbot social conversation: Impact on organization-public relational outcomes. Public Relations Review 49:5, pages 102385.
Crossref
Peiyu Zhou, Yuguang Xie & Changyong Liang. (2023) How to increase consumers’ continued use intention of artificial intelligence voice assistants? The role of anthropomorphic features. Electronic Markets 33:1.
Crossref
Ezgi DOĞAN & İpek KAZANÇOĞLU. (2023) ENDÜSTRİYEL PAZARDA SOHBET ROBOTUNUN KULLANIMINA YÖNELİK NİTEL BİR ARAŞTIRMAENDÜSTRİYEL PAZARDA SOHBET ROBOTUNUN KULLANIMINA YÖNELİK NİTEL BİR ARAŞTIRMA. Journal of Business in The Digital Age.
Crossref
N H D Terblanche, G P Wallis & M Kidd. (2023) Talk or Text? The Role of Communication Modalities in the Adoption of a Non-directive, Goal-Attainment Coaching Chatbot. Interacting with Computers 35:4, pages 511-518.
Crossref
Hyeon Jo. (2023) Understanding AI tool engagement: A study of ChatGPT usage and word-of-mouth among university students and office workers. Telematics and Informatics 85, pages 102067.
Crossref
Devadas Menon & K Shilpa. (2023) “Chatting with ChatGPT”: Analyzing the factors influencing users' intention to Use the Open AI's ChatGPT using the UTAUT model. Heliyon 9:11, pages e20962.
Crossref
Yuguang Xie, Keyu Zhu, Peiyu Zhou & Changyong Liang. (2023) How does anthropomorphism improve human-AI interaction satisfaction: a dual-path model. Computers in Human Behavior 148, pages 107878.
Crossref
Baoku Li, Ruoxi Yao & Yafeng Nan. (2023) How do friendship artificial intelligence chatbots ( FAIC ) benefit the continuance using intention and customer engagement? . Journal of Consumer Behaviour 22:6, pages 1376-1398.
Crossref
Ionica Oncioiu. (2023) Predicting the Use of Chatbots for Consumer Channel Selection in Multichannel Environments: An Exploratory Study. Systems 11:10, pages 522.
Crossref
Mehmet Yanit, Metehan Yanit & Fang Wan. (2023) Right agent, wrong level of hedonism: How high (vs low) hedonic values in AI-performed tasks lead to decreased perceptions of humanlikeness, warmth, and less consumer support. Computers in Human Behavior 147, pages 107870.
Crossref
Martin Sonntag, Jens Mehmann & Frank Teuteberg. (2023) Trust-Supporting Design Elements as Signals for AI-Based Chatbots in Customer Service. International Journal of Service Science, Management, Engineering, and Technology 14:1, pages 1-16.
Crossref
Sasmoko, Yasinta Indrianti & Davy Ronald Hermanus. (2023) Developing Instrument for Teacher Wellbeing Face Recognition Application. Developing Instrument for Teacher Wellbeing Face Recognition Application.
Sasmoko, Yasinta Indrianti, Napoleon Chandra, Sonya Rapinta Manalu & Davy Ronald Hermanus. (2023) User Satisfaction Evaluation for ASEAN Entrepreneurship Profiling Application Improvement. User Satisfaction Evaluation for ASEAN Entrepreneurship Profiling Application Improvement.
Tae Hyun Baek & Minseong Kim. (2023) Is ChatGPT scary good? How user motivations affect creepiness and trust in generative artificial intelligence. Telematics and Informatics 83, pages 102030.
Crossref
Deniz Lefkeli, Mustafa Karataş & Zeynep Gürhan-Canli. (2023) Sharing information with AI (versus a human) impairs brand trust: The role of audience size inferences and sense of exploitation. International Journal of Research in Marketing.
Crossref
Ana Rita Gonçalves, Amanda Breda Meira, Saleh Shuqair & Diego Costa Pinto. (2023) Artificial intelligence (AI) in FinTech decisions: the role of congruity and rejection sensitivity. International Journal of Bank Marketing 41:6, pages 1282-1307.
Crossref
T. M. Rofin & Sreejith Alathur. (2023) Optimal online channel configuration for a Manufacturer under price and lead time-sensitive demand. Journal of Revenue and Pricing Management.
Crossref
Rijul Chaturvedi, Sanjeev Verma, Ronnie Das & Yogesh K. Dwivedi. (2023) Social companionship with artificial intelligence: Recent trends and future avenues. Technological Forecasting and Social Change 193, pages 122634.
Crossref
Judelyn L. Patero. (2023) Electrifying Discoveries: Mastering Basic Electronics and Unveiling the Power of Electricity with ChatGPT. International Journal of Advanced Research in Science, Communication and Technology, pages 791-795.
Crossref
Alisha Edile Lobo & Sonia Delrose Noronha. (2023) Review on Factors Affecting Digital Citizen Experience While Using Online Government Services. International Journal of Case Studies in Business, IT, and Education, pages 35-61.
Crossref
Yuangao Chen, Yuqing Hu, Shasha Zhou & Shuiqing Yang. (2022) Investigating the determinants of performance of artificial intelligence adoption in hospitality industry during COVID-19. International Journal of Contemporary Hospitality Management 35:8, pages 2868-2889.
Crossref
Svetlana Bialkova. 2023. Philosophy of Artificial Intelligence and Its Place in Society. Philosophy of Artificial Intelligence and Its Place in Society 341 357 .
Raquel Maria do Espírito Santo Faria, Ana Isabel Torres & Gabriela Beirão. 2023. Confronting Security and Privacy Challenges in Digital Marketing. Confronting Security and Privacy Challenges in Digital Marketing 73 94 .
Marcello M. Mariani, Novin Hashemi & Jochen Wirtz. (2023) Artificial intelligence empowered conversational agents: A systematic literature review and research agenda. Journal of Business Research 161, pages 113838.
Crossref
Yu-li Liu, Bo Hu, Wenjia Yan & Zhi Lin. (2023) Can chatbots satisfy me? A mixed-method comparative study of satisfaction with task-oriented chatbots in mainland China and Hong Kong. Computers in Human Behavior 143, pages 107716.
Crossref
Vincent Patsy Katutsi, Will Kaberuka, Muhammed Ngoma & Bruno Lule Yawe. (2023) Unlocking sustained use of clean cooking technologies in Uganda: the influence of technology-specific attributes. International Journal of Energy Sector Management.
Crossref
Younhee Kim, Seunghwan Myeong & Michael J. Ahn. (2023) Living Labs for AI-Enabled Public Services: Functional Determinants, User Satisfaction, and Continued Use. Sustainability 15:11, pages 8672.
Crossref
Sangeeta Mehrolia, Subburaj Alagarsamy, Vasudevan Moorthy & Jeevananda S.. (2023) Will Users Continue Using Banking Chatbots? The Moderating Role of Perceived Risk. FIIB Business Review, pages 231971452311699.
Crossref
Eunjoo Jin & Matthew S. Eastin. (2023) Birds of a feather flock together: matched personality effects of product recommendation chatbots and users. Journal of Research in Interactive Marketing 17:3, pages 416-433.
Crossref
Subburaj Alagarsamy & Sangeeta Mehrolia. (2023) Exploring chatbot trust: Antecedents and behavioural outcomes. Heliyon 9:5, pages e16074.
Crossref
M. Claudia tom Dieck, Eleanor Cranmer, Alexandre Prim & David Bamford. (2023) Can augmented reality (AR) applications enhance students’ experiences? Gratifications, engagement and learning styles. Information Technology & People.
Crossref
Lorentsa Gkinko & Amany Elbanna. (2023) The appropriation of conversational AI in the workplace: A taxonomy of AI chatbot users. International Journal of Information Management 69, pages 102568.
Crossref
Wen-Lung Shiau, Chang Liu, Mengru Zhou & Ye Yuan. (2023) Insights into customers' psychological mechanism in facial recognition payment in offline contactless services: integrating belief–attitude–intention and TOE–I frameworks. Internet Research 33:1, pages 344-387.
Crossref
Filipe Araújo Silva, Alireza Shabani Shojaei & Belem Barbosa. (2023) Chatbot-Based Services: A Study on Customers’ Reuse Intention. Journal of Theoretical and Applied Electronic Commerce Research 18:1, pages 457-474.
Crossref
Meichan Li & Rui Wang. (2023) Chatbots in e-commerce: The effect of chatbot language style on customers’ continuance usage intention and attitude toward brand. Journal of Retailing and Consumer Services 71, pages 103209.
Crossref
Iryna Pentina, Tyler Hancock & Tianling Xie. (2023) Exploring relationship development with social chatbots: A mixed-method study of replika. Computers in Human Behavior 140, pages 107600.
Crossref
Jhih-Syuan (Elaine) Lin & Linwan Wu. (2023) Examining the psychological process of developing consumer-brand relationships through strategic use of social media brand chatbots. Computers in Human Behavior 140, pages 107488.
Crossref
Hua Pang. (2023) Do direct and indirect network externalities matter? Unpacking the causal antecedents of perceived gratifications and user loyalty toward mobile social media. Aslib Journal of Information Management.
Crossref
Cong-Minh Dinh & Sungjun Park. (2023) How to increase consumer intention to use Chatbots? An empirical analysis of hedonic and utilitarian motivations on social presence and the moderating effects of fear across generations. Electronic Commerce Research.
Crossref
Hua Pang, Yang Ruan & Yiwei Wang. (2023) Unpacking Detrimental Effects of Network Externalities on Privacy Invasion, Communication Overload and Mobile App Discontinued Intentions: A Cognition-Affect-Conation Perspective. Behavioral Sciences 13:1, pages 47.
Crossref
Wided Batat & Wafa Hammedi. (2022) The extended reality technology (ERT) framework for designing customer and service experiences in phygital settings: a service research agenda. Journal of Service Management 34:1, pages 10-33.
Crossref
Hisyam Binekas & Prawira Fajarindra Belgiawan. 2023. Proceedings of the 3rd International Conference on Business and Engineering Management (IConBEM 2022). Proceedings of the 3rd International Conference on Business and Engineering Management (IConBEM 2022) 102 116 .
Huu Trong Nguyen. 2023. Business Innovation for the Post-pandemic Era in Vietnam. Business Innovation for the Post-pandemic Era in Vietnam 75 85 .
Xu Sun, Hao Yu & Wei Deng Solvang. 2023. Advanced Manufacturing and Automation XII. Advanced Manufacturing and Automation XII 266 274 .
Maria Hartikainen & Kaisa Väänänen. 2023. Artificial Intelligence in HCI. Artificial Intelligence in HCI 68 87 .
Rijul Chaturvedi & Sanjeev Verma. 2023. Artificial Intelligence in Customer Service. Artificial Intelligence in Customer Service 33 71 .
Ni Zeng, Gianpaolo Vignali & Daniella Ryding. 2023. The Garment Economy. The Garment Economy 369 388 .
Brighton Nyagadza, Dumisani R. Muzira & Tinashe Chuchu. 2023. Financial Inclusion and Digital Transformation Regulatory Practices in Selected SADC Countries. Financial Inclusion and Digital Transformation Regulatory Practices in Selected SADC Countries 255 274 .
Wajeeha Aslam & Kashif Farhat. 2023. The Palgrave Handbook of Interactive Marketing. The Palgrave Handbook of Interactive Marketing 199 217 .
Laurie Carmichael, Sara-Maude Poirier, Constantinos K. Coursaris, Pierre-Majorique Léger & Sylvain Sénécal. (2022) Users’ Information Disclosure Behaviors during Interactions with Chatbots: The Effect of Information Disclosure Nudges. Applied Sciences 12:24, pages 12660.
Crossref
Devadas Menon. (2022) Uses and gratifications of photo sharing on Instagram. International Journal of Human-Computer Studies 168, pages 102917.
Crossref
Brighton Nyagadza, Gideon Mazuruse, Tanyaradzwa Rukasha, Peter Mukarumbwa, Charlene Muswaka & Basil Shumbanhete. (2022) Rural small scale farmers’ smart mobile phone usage acceptance prognosticators for agricultural marketing information access. SN Social Sciences 2:12.
Crossref
Yang Cheng, Chenxing Xie, Yanding Wang & Hua Jiang. 2022. The International Encyclopedia of Health Communication. The International Encyclopedia of Health Communication 1 6 .
Dongyan Nan, Edward Shin, George A. Barnett, Sarah Cheah & Jang Hyun Kim. (2022) Will coolness factors predict user satisfaction and loyalty? Evidence from an artificial neural network–structural equation model approach. Information Processing & Management 59:6, pages 103108.
Crossref
Nisreen Ameen, Jun‐Hwa Cheah & Satish Kumar. (2022) It's all part of the customer journey: The impact of augmented reality, chatbots, and social media on the body image and self‐esteem of Generation Z female consumers. Psychology & Marketing 39:11, pages 2110-2129.
Crossref
Eunjoo Jin & Matthew S. Eastin. (2022) When a Chatbot Smiles at You: The Psychological Mechanism Underlying the Effects of Friendly Language Use by Product Recommendation Chatbots. Cyberpsychology, Behavior, and Social Networking 25:9, pages 597-604.
Crossref
Brighton Nyagadza. (2022) Sustainable digital transformation for ambidextrous digital firms: systematic literature review, meta-analysis and agenda for future research directions. Sustainable Technology and Entrepreneurship 1:3, pages 100020.
Crossref
Mengmeng Song, Jingzhe Du, Xinyu Xing & Jian Mou. (2022) Should the chatbot “save itself” or “be helped by others”? The influence of service recovery types on consumer perceptions of recovery satisfaction. Electronic Commerce Research and Applications 55, pages 101199.
Crossref
Hua Jiang, Yang Cheng, Jeongwon Yang & Shanbing Gao. (2022) AI-powered chatbot communication with customers: Dialogic interactions, satisfaction, engagement, and customer behavior. Computers in Human Behavior 134, pages 107329.
Crossref
Yu-Leung Ng & Zhihuai Lin. (2022) Exploring conversation topics in conversational artificial intelligence–based social mediated communities of practice. Computers in Human Behavior 134, pages 107326.
Crossref
Brighton Nyagadza, Gideon Mazuruse, Asphat Muposhi & Farai Chigora. (2022) Effect of hotel overall service quality on customers’ attitudinal and behavioural loyalty: perspectives from Zimbabwe. Tourism Critiques: Practice and Theory 3:1, pages 42-71.
Crossref
Md. Alamgir Hossain, Ruhul Amin & Nusrat Jahan. (2022) Does Gratification Value Influence the Usage Intention of Facebook?. International Journal of e-Collaboration 18:1, pages 1-21.
Crossref
Yang Cheng, Yuan Wang, Wen Zhao, Kaijie Zhang, Xinyi Cai & Hua Jiang. (2022) Virtually Enhancing Public Engagement During the Pandemic: Measuring the Impact of Virtual Reality Powered Immersive Videos on Corporate Social Responsibility Communication. Social Science Computer Review, pages 089443932211114.
Crossref
Kan Jiang, Meilian Qin & Shurong Li. (2022) Chatbots in retail: How do they affect the continued use and purchase intentions of Chinese consumers?. Journal of Consumer Behaviour 21:4, pages 756-772.
Crossref
Haein Lee, Seon Hong Lee, Dongyan Nan & Jang Hyun Kim. (2022) Predicting User Satisfaction of Mobile Healthcare Services Using Machine Learning. Journal of Organizational and End User Computing 34:6, pages 1-17.
Crossref
Luminița Nicolescu & Monica Teodora Tudorache. (2022) Human-Computer Interaction in Customer Service: The Experience with AI Chatbots—A Systematic Literature Review. Electronics 11:10, pages 1579.
Crossref
Deepthi. B, Priya Gupta, Pratibha Rai & Himanshu Arora. (2022) Assessing the Dynamics of AI Driven Technologies in Indian Banking and Financial Sector. Vision: The Journal of Business Perspective, pages 097226292210873.
Crossref
Yang Cheng, Yuan Wang & Wen Zhao. (2022) Shared Virtual Reality Experiences during the COVID-19 Pandemic: Exploring the Gratifications and Effects of Engagement with Immersive Videos. International Journal of Environmental Research and Public Health 19:9, pages 5056.
Crossref
Brighton Nyagadza, Asphat Muposhi, Gideon Mazuruse, Tendai Makoni, Tinashe Chuchu, Eugine T. Maziriri & Anyway Chare. (2022) Prognosticating anthropomorphic chatbots' usage intention as an e-banking customer service gateway: cogitations from Zimbabwe. PSU Research Review.
Crossref
Yang Cheng & Hua Jiang. (2021) Customer–brand relationship in the era of artificial intelligence: understanding the role of chatbot marketing efforts. Journal of Product & Brand Management 31:2, pages 252-264.
Crossref
Yu-Leung Ng. (2022) Exploring the association between use of conversational artificial intelligence and social capital: Survey evidence from Hong Kong. New Media & Society, pages 146144482210740.
Crossref
Liss Jenneboer, Carolina Herrando & Efthymios Constantinides. (2022) The Impact of Chatbots on Customer Loyalty: A Systematic Literature Review. Journal of Theoretical and Applied Electronic Commerce Research 17:1, pages 212-229.
Crossref
Ana Maria Soares, Catarina Camacho & Maher Georges Elmashhara. 2022. Information Systems and Technologies. Information Systems and Technologies 462 472 .
Yuan Wang, Yang Cheng & Jie Sun. (2021) When public relations meets social media: A systematic review of social media related public relations research from 2006 to 2020. Public Relations Review 47:4, pages 102081.
Crossref
Juan-Gabriel Martínez-Navalón, Vera Gelashvili & Alba Gómez-Ortega. (2021) Evaluation of User Satisfaction and Trust of Review Platforms: Analysis of the Impact of Privacy and E-WOM in the Case of TripAdvisor. Frontiers in Psychology 12.
Crossref
Jin Chen, Cheng Chen, Joseph B. Walther & S. Shyam Sundar. (2021) Do You Feel Special When an AI Doctor Remembers You? Individuation Effects of AI vs. Human Doctors on User Experience. Do You Feel Special When an AI Doctor Remembers You? Individuation Effects of AI vs. Human Doctors on User Experience.
Andrej Miklosik, Nina Evans & Athar Mahmood Ahmed Qureshi. (2021) The Use of Chatbots in Digital Business Transformation: A Systematic Literature Review. IEEE Access 9, pages 106530-106539.
Crossref

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Order Reprints Request Corporate Permissions

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

Request Academic Permissions

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.

Related research

People also read lists articles that other readers of this article have read.

Recommended articles lists articles that we recommend and is powered by our AI driven recommendation engine.

Cited by lists all citing articles based on Crossref citations.
Articles with the Crossref icon will open in a new tab.