10,456
Views
5
CrossRef citations to date
0
Altmetric
Research Articles

Social Presence and Imagery Processing as Predictors of Chatbot Continuance Intention in Human-AI-Interaction

ORCID Icon & ORCID Icon
Pages 1874-1886 | Received 26 Oct 2021, Accepted 22 Sep 2022, Published online: 14 Oct 2022

References

  • Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411–423. https://doi.org/10.1037/0033-2909.103.3.411
  • Aoki, N. (2020). An experimental study of public trust in AI chatbots in the public sector. Government Information Quarterly, 37(4), 101490. https://doi.org/10.1016/j.giq.2020.101490
  • Argyriou, E. (2012). Consumer intentions to revisit online retailers: A mental imagery account. Psychology & Marketing, 29(1), 25–35. https://doi.org/10.1002/mar.20405
  • Arthur, R. (2017, December 8). Louis Vuitton becomes latest luxury brand to launch a chatbot. Forbes. https://www.forbes.com/sites/rachelarthur/2017/12/08/louis-vuitton-becomes-latest-luxury-brand-to-launch-a-chatbot/?sh=219b1b2efe10
  • Asatryan, V. S., & Oh, H. (2008). Psychological ownership theory: An exploratory application in the restaurant industry. Journal of Hospitality & Tourism Research, 32(3), 363–386. https://doi.org/10.1177/1096348008317391
  • Ashfaq, M., Yun, J., Yu, S., & Loureiro, S. M. (2020). I, Chatbot: Modeling the determinants of users’ satisfaction and continuance intention of AI-powered service agents. Telematics and Informatics, 54, 101473. https://doi.org/10.1016/j.tele.2020.101473
  • Aydınoğlu, N. Z., & Krishna, A. (2019). The power of consumption-imagery in communicating retail-store deals. Journal of Retailing, 95(4), 116–127. https://doi.org/10.1016/j.jretai.2019.10.010
  • Aylwin, S. (1990). Imagery and affect: Big questions, little answers. In P. J. Hampson, D. F. Marks, J. E. Richardson, P. J. Hampson, D. F. Marks, & J. E. Richardson (Eds.), Imagery: Current developments (pp. 247–267). Taylor & Francis/Routledge.
  • Barnett, A., Savic, M., Pienaar, K., Carter, A., Warren, N., Sandral, E., Manning, V., & Lubman, D. I. (2021). Enacting ‘more-than-human’ care: Clients’ and counsellors’ views on the multiple affordances of chatbots in alcohol and other drug counselling. The International Journal on Drug Policy, 94, 102910. https://doi.org/10.1016/j.drugpo.2020.102910
  • Bartneck, C., Kulić, D., Croft, E., & Zoghbi, S. (2009). Measurement instruments for the anthropomorphism, animacy, likeability, perceived intelligence, and perceived safety of robots. International Journal of Social Robotics, 1(1), 71–81. https://doi.org/10.1007/s12369-008-0001-3
  • Belanche, D., Casaló, L. V., Schepers, J., & Flavián, C. (2021). Examining the effects of robots’ physical appearance, warmth, and competence in frontline services: The humanness-value-loyalty model. Psychology & Marketing, 38(12), 2357–2376. https://doi.org/10.1002/mar.21532
  • Belk, R. W. (1988). Possessions and the extended self. Journal of Consumer Research, 15(2), 139–310. https://doi.org/10.1086/209154
  • Bhattacherjee, A. (2001a). Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly, 25(3), 351–370. https://doi.org/10.2307/3250921
  • Bhattacherjee, A. (2001b). An empirical analysis of the antecedents of electronic commerce service continuance. Decision Support Systems, 32(2), 201–214. https://doi.org/10.1016/S0167-9236(01)00111-7
  • Bolen, M. C. (2020). Exploring the determinants of users’ continuance intention in smartwatches. Technology in Society, 60, 101209. https://doi.org/10.1016/j.techsoc.2019.101209
  • Bossens, D. M., Townsend, N. C., & Sobey, A. J. (2019). Learning to learn with active adaptive perception. Neural Networks, 115, 30–49. https://doi.org/10.1016/j.neunet.2019.03.006
  • Browne, M. W., & Cudeck R. (1993). Alternative ways of assessing model fit. In K. A. Bollen and J. S. Long (Eds.), Testing structural equation models (pp. 136–162). Sage.
  • Carrozzi, A., Chylinski, M., Heller, J., Hilken, T., Keeling, D. I., & de Ruyter, K. (2019). What’s mine is a hologram? How shared augmented reality augments psychological ownership. Journal of Interactive Marketing, 48(1), 71–88. https://doi.org/10.1016/j.intmar.2019.05.004
  • Castro-Gonzalez, A., Admoni, H., & Scassellati, B. (2016). Effects of form and motion on judgements of social robots’ animacy, likability, trustworthiness, and unpleasantness. International Journal of Human-Computer Studies, 90, 27–38. https://doi.org/10.1016/j.ijhcs.2016.02.004
  • Chattaraman, V., Kwon, W. S., Gilbert, J. E., & Ross, K. (2019). Should AI-based, conversational digital assistants employ social- or task-oriented interaction style? A task-competency and reciprocity perspective for older adults. Computers in Human Behavior, 90, 315–330. https://doi.org/10.1016/j.chb.2018.08.048
  • Chaves, A. P., & Gerosa, M. A. (2021). How should my chatbot interact? A survey on social characteristics in human-chatbot-interaction design. International Journal of Human–Computer Interaction, 37(8), 729–758. https://doi.org/10.1080/10447318.2020.1841438
  • Cheng, Y., & Jiang, H. (2020). How do AI-driven chatbots impact user experience? Examining gratifications, perceived privacy risk, satisfaction, loyalty, and continued use. Journal of Broadcasting & Electronic Media, 64(4), 592–614. https://doi.org/10.1080/08838151.2020.1834296
  • Childers, T., & Houston, M. J. (1984). Conditions for a picture-superiority effects in consumer memory. Journal of Consumer Research, 11(2), 643–654. https://doi.org/10.1086/209001
  • Chong, T., Yu, T., Keeling, D. I., & Ruyter, K. (2021). AI-chatbots on the services frontline addressing the challenges and opportunities of agency. Journal of Retailing and Consumer Services, 63, 102735. https://doi.org/10.1016/j.jretconser.2021.102735
  • Chuah, S. H.-W. (2019). You inspire me and make my life better: Investigating a multiple sequential mediation model of smartwatch continuance intention. Telematics and Informatics, 43, 101245. https://doi.org/10.1016/j.tele.2019.101245
  • Chung, M., Ko, E., Joung, H., & Kim, S. J. (2020). Chatbot e-service and customer satisfaction regarding luxury brands. Journal of Business Research, 117, 587–595. https://doi.org/10.1016/j.jbusres.2018.10.004
  • Dai, H. M., Teo, T., & Rappa, N. A. (2020). Understanding continuance intention among MOOC participants: The role of habit and MOOC performance. Computers in Human Behavior, 112, 106455. https://doi.org/10.1016/j.chb.2020.106455
  • Debevec, K., & Romeo, J. B. (1992). Self-referent processing in perceptions of verbal and visual commercial information. Journal of Consumer Psychology, 1(1), 83–102. https://doi.org/10.1016/S1057-7408(08)80046-0
  • Delgosha, M. S., & Hajiheydari, N. (2021). How human users engage with consumer robots? A dual model of psychological ownership and trust to explain post-adoption behaviours. Computers in Human Behavior, 117, 106660. https://doi.org/10.1016/j.chb.2020.106660
  • Ding, Z., Sun, J., Wang, Y., Jiang, X., Liu, R., Sun, W., Mou, Y., Wang, D., & Liu, M. (2021). Research on the influence of anthropomorphic design on the consumers’ express packaging recycling willingness: The moderating effect of psychological ownership. Resources, Conservation, and Recycling, 168, 105269. https://doi.org/10.1016/j.resconrec.2020.105269
  • Feijóo, C., Kwon, Y., Bauer, J. M., Bohlin, E., Howell, B., Jain, R., Potgieter, P., Vu, K., Whalley, J., & Xia, J. (2020). Harnessing artificial intelligence (AI) to increase wellbeing for all: The case for a new technology diplomacy. Telecommunications Policy, 44(6), 101988. https://doi.org/10.1016/j.telpol.2020.101988
  • Fodor, J. A. (1981). Imagistic representation. In N. Block (Ed.). Imagery (pp. 63–86). MIT Press.
  • Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/10.1177/002224378101800104
  • Fuentes-Moraleda, L., Díaz-Pérez, P., Orea-Giner, A., Muñoz- Mazón, A., & Villacé-Molinero, T. (2020). Interaction between hotel service robots and humans: A hotel-specific service robot acceptance model (sRAM). Tourism Management Perspectives, 36, 100751. https://doi.org/10.1016/j.tmp.2020.100751
  • Ha, S., Huang, R., & Park, J.-S. (2019). Persuasive brand messages in social media: A mental imagery processing perspective. Journal of Retailing and Consumer Services, 48, 41–49. https://doi.org/10.1016/j.jretconser.2019.01.006
  • Hair, J. F., Black, W. C., & Babin, B. J. (2006). Multivariate data analysis (6th ed.). Prentice Hall.
  • Hepola, J., Leppaniemi, M., & Karjaluoto, H. (2020). Is it all about consumer engagement? Explaining continuance intention for utilitarian and hedonic service consumption. Journal of Retailing and Consumer Services, 57, 102232. https://doi.org/10.1016/j.jretconser.2020.102232
  • Hooi, R., & Cho, H. (2017). Virtual world continuance intention. Telematics and Informatics, 34(8), 1454–1464. https://doi.org/10.1016/j.tele.2017.06.009
  • Hu, Y. (2019). Do people want to message chatbots? Developing and comparing the usability of a conversational vs. menu-based chatbot in context of new hire onboarding [Master’s thesis]. Aalto University. http://urn.fi/URN:NBN:fi:aalto-201910275838
  • Jahanmir, S. F., Silva, G. M., Gomes, P. J., & Goncalves, H. M. (2020). Determinants of users’ continuance intention toward digital innovations: Are late adopters different? Journal of Business Research, 115, 225–233. https://doi.org/10.1016/j.jbusres.2019.11.010
  • Jin, S. A. (2011). I feel present. Therefore, I experience flow: A structural equation modeling approach to flow and presence in video games. Journal of Broadcasting & Electronic Media, 55(1), 114–136. https://doi.org/10.1080/08838151.2011.546248
  • Jin, S. A. (2012). Toward integrative models of flow: Effects of performance, skill, challenge, playfulness, and presence on flow in video games. Journal of Broadcasting & Electronic Media, 56(2), 169–186. https://doi.org/10.1080/08838151.2012.678516
  • Jin, S. V., & Ryu, E. (2019). Instagram fashionistas, luxury visual image strategies, and vanity. Journal of Product & Brand Management, 29(3), 355–368. https://doi.org/10.1108/JPBM-08-2018-1987
  • Jöreskog, K. G., & Sörbom, D. (1993). LISREL 8: Structural equation modeling with the SIMPLIS command language. Scientific Software International.
  • Jumaan, I. A., Hashim, N. H., & Al-Ghazali, B. M. (2020). The role of cognitive absorption in predicting mobile Internet users’ continuance intention: An extension of the expectation-confirmation model. Technology in Society, 22, 101355. https://doi.org/10.1016/j.techsoc.2020.101355
  • Jung, Y. (2011). Understanding the role of sense of presence and perceived autonomy in users’ continued use of social virtual worlds. Journal of Computer-Mediated Communication, 16(4), 492–510. https://doi.org/10.1111/j.1083-6101.2011.01540.x
  • Kamleitner, B., & Feuchtl, S. (2015). “As if it were mine”: Imagery works by inducing psychological ownership. Journal of Marketing Theory and Practice, 23(2), 208–223. https://doi.org/10.1080/10696679.2015.1002337
  • Karahanna, E., Straub, D. W., & Chervany, N. L. (1999). Information technology adoption across time: A cross-sectional comparison of pre-adoption and post-adoption beliefs. MIS Quarterly, 23(2), 183–213. https://doi.org/10.2307/249751
  • Keenan, M. (2022). The 14 best chatbot examples in 2022 (and how to build your own). ManyChat. https://manychat.com/blog/chatbot-examples/.
  • Kiesler, S., Powers, A., Fussell, S., & Torrey, C. (2008). Anthropomorphic interactions with a robot and robot-like agent. Social Cognition, 26(2), 169–181. https://doi.org/10.1521/soco.2008.26.2.169
  • Kim, S. B., Kim, D.-Y., & Bolls, P. (2014). Tourist mental-imagery processing: Attention and arousal. Annals of Tourism Research, 45, 63–76. https://doi.org/10.1016/j.annals.2013.12.005
  • Kim, J., & Swaminathan, S. (2021). Time to say goodbye: The impact of anthropomorphism on selling prices of used products. Journal of Business Research, 126, 78–87. https://doi.org/10.1016/j.jbusres.2020.12.046
  • Kirk, C. P., Peck, J., & Swain, S. D. (2018). Property lines in the mind: Consumers’ psychological ownership and their territorial responses. Journal of Consumer Research, 45(1), 148–168. https://doi.org/10.1093/jcr/ucx111
  • Kumar, J., & Nayak, J. K. (2019). Exploring destination psychological ownership among tourists: Antecedents and outcomes. Journal of Hospitality and Tourism Management, 13, 30–39. https://doi.org/10.1016/j.jhtm.2019.01.006
  • Lee, W., & Gretzel, U. (2012). Designing persuasive destination websites: A mental imagery processing perspective. Tourism Management, 33(5), 1270–1280. https://doi.org/10.1016/j.tourman.2011.10.012
  • Lee, S. A., & Oh, H. (2021). Anthropomorphism and its implications for advertising hotel brands. Journal of Business Research, 129, 455–464. https://doi.org/10.1016/j.jbusres.2019.09.053
  • Lee, M., & Park, J. S. (2022). Do parasocial relationships and the quality of communication with AI shopping chatbots determine middle‐aged women consumers’ continuance usage Intentions? Journal of Consumer Behaviour, 21(4), 842–854. https://doi.org/10.1002/cb.2043
  • Lee, K. M., Peng, W., Jin, S. A., & Yan, C. (2006). Can robots manifest personality?: An empirical test of personality recognition, social responses, and social presence in human–robot interaction. Journal of Communication, 56(4), 754–772. https://doi.org/10.1111/j.1460-2466.2006.00318.x
  • Lee, S., & Kim, D.-Y. (2020). The BRAND tourism effect on loyal customer experiences in luxury hotel: The moderating role of psychological ownership. Tourism Management Perspectives, 35, 100725. https://doi.org/10.1016/j.tmp.2020.100725
  • Lee, J. E., & Shin, E. (2020). The effects of apparel names and visual complexity of apparel design on consumers’ apparel product attitudes: A mental imagery perspective. Journal of Business Research, 120, 407–417. https://doi.org/10.1016/j.jbusres.2019.08.023
  • Li, C.-Y., & Fang, Y.-H. (2019). Predicting continuance intention toward mobile branded apps through satisfaction and attachment. Telematics and Informatics, 43, 101248. https://doi.org/10.1016/j.tele.2019.101248
  • Li, S., Qu, H., & Wei, M. (2021). Antecedents and consequences of hotel customers’ psychological ownership. International Journal of Hospitality Management, 93, 102773. https://doi.org/10.1016/j.ijhm.2020.102773
  • Loussaief, L., Ulrich, I., & Damay, C. (2019). How does access to luxury fashion challenge self-identity? Exploring women’s practices of joint and non-ownership. Journal of Business Research, 102, 263–272. https://doi.org/10.1016/j.jbusres.2019.02.020
  • MacInnis, D., & Folkes, V. (2017). Humanizing brands: When brands seem to like me, part of me, and in a relationship with me. Journal of Consumer Psychology, 27(3), 355–374. https://doi.org/10.1016/j.jcps.2016.12.003
  • MacInnis, D. J., & Price, L. L. (1987). The role of imagery in information processing: Review and extensions. Journal of Consumer Research, 13(4), 473–491. https://doi.org/10.1086/209082
  • Melian-Gonzalez, S., Gutierrez-Tano, D., & Bulchand-Gidumal, J. (2021). Predicting the intentions to use chatbots for travel and tourism. Current Issues in Tourism, 24(2), 192–210. https://doi.org/10.1080/13683500.2019.1706457
  • Miao, F., Kozlenkova, I. V., Wang, H., Xie, T., & Palmatier, R. W. (2022). An emerging theory of avatar marketing. Journal of Marketing, 86(1), 67–90. https://doi.org/10.1177/0022242921996646
  • Mishra, S., & Malhotra, G. (2021). The gamification of in-game advertising: Examining the role of psychological ownership and advertisement intrusiveness. International Journal of Information Management, 61, 102245. https://doi.org/10.1016/j.ijinfomgt.2020.102245
  • Morewedge, C. K. (2021). Psychological ownership: Implicit and explicit. Current Opinion in Psychology, 39, 125–132. https://doi.org/10.1016/j.copsyc.2020.10.003
  • Morozova, A. (2018, January 18). Burberry, Victoria’s Secret, Tommy Hilfiger: How major fashion retailers experiment with chatbots. https://jasoren.com/burberry-victorias-secret-tommy-hilfiger-how-major-fashion-retailers-experiment-with-chatbots/.
  • Muthivhi, A. E. (2015). Piaget’s theory of human development and education. International Encyclopedia of the Social & Behavioral Sciences, 18, 125–132.
  • Nascimento, B., Oliveira, T., & Tam, C. (2018). Wearable technology: What explains continuance intention in smartwatches? Journal of Retailing and Consumer Services, 43, 157–169. https://doi.org/10.1016/j.jretconser.2018.03.017
  • Nass, C., & Moon, Y. (2000). Machines and mindlessness: Social responses to computers. Journal of Social Issues, 56(1), 81–103. https://doi.org/10.1111/0022-4537.00153
  • Nikhashemi, S. R., Knight, H. H., Nusair, K., & Liat, C. B. (2021). Augmented reality in smart retailing: A(n) (A) symmetric approach to continuous intention to use retail brands’ mobile AR apps. Journal of Retailing and Consumer Services, 60, 102464. https://doi.org/10.1016/j.jretconser.2021.102464
  • Parisi, D., & Schlesinger, M. (2002). Artificial life and Piaget. Cognitive Development, 17(3–4), 1301–1321. https://doi.org/10.1016/S0885-2014(02)00119-3
  • Piaget, J. (1971). Biology and knowledge. An essay on the relations between organic regulations and cognitive processes. University of Chicago Press.
  • Pierce, J. L., Kostova, T., & Dirks, K. T. (2001). Toward a theory of psychological ownership in organizations. The Academy of Management Review, 26(2), 298–310. https://doi.org/10.2307/259124
  • Pierce, J. L., Kostova, T., & Dirks, K. T. (2003). The state of psychological ownership: Integrating and extending a century of research. Review of General Psychology, 7(1), 84–107. [Database] https://doi.org/10.1037/1089-2680.7.1.84
  • Prentice, C., Weaven, S., & Wong, I. A. (2020). Linking AI quality performance and customer engagement: The moderating effect of AI preference. International Journal of Hospitality Management, 90, 102629. https://doi.org/10.1016/j.ijhm.2020.102629
  • Rajaobelina, L., Tep, S. P., Arcand, M., & Ricard, L. (2021). Creepiness: Its antecedents and impact on loyalty when interacting with a chatbot. Psychology & Marketing, 38(12), 2339–2356. https://doi.org/10.1002/mar.21548
  • Rodriguez-Ardura, I., & Meseguer-Artola, A. (2016). E-learning continuance: The impact of interactivity and the mediating role of imagery, presence, and flow. Information & Management, 53(4), 504–516. https://doi.org/10.1016/j.im.2015.11.005
  • Roy, R., & Phau, I. (2014). Examining regulatory focus in the information processing of imagery and analytical advertisements. Journal of Advertising, 43(4), 371–381. https://doi.org/10.1080/00913367.2014.888323
  • Satisfi Labs. (2020). Solutions: For hospitality. Retrieved January 16, 2020, from https://satisfilabs.com/hospitality/
  • Schlosser, A. E. (2018). What are my changes? An imagery versus discursive processing approach to understanding ratio-bias effects. Organizational Behavior and Human Decision Processes, 144, 112–124. https://doi.org/10.1016/j.obhdp.2017.11.001
  • Sheehan, B., Jin, H. S., & Gottlieb, U. (2020). Customer service chatbots: Anthropomorphism and adoption. Journal of Business Research, 115, 14–24. https://doi.org/10.1016/j.jbusres.2020.04.030
  • Shumanov, M., & Johnson, L. (2021). Making conversations with chatbots more personalized. Computers in Human Behavior, 117, 106627. https://doi.org/10.1016/j.chb.2020.106627
  • Skjuve, M., Folstad, A., Fostervold, K. I., & Brandtzaeg, P. B. (2021). My chatbot companion: A study of human-chatbot relationships. International Journal of Human-Computer Studies, 149, 102601. https://doi.org/10.1016/j.ijhcs.2021.102601
  • Smutny, P., & Schreiberova, P. (2020). Chatbots for learning: A review of educational chatbots for the Facebook Messenger. Computers & Education, 151, 103862. https://doi.org/10.1016/j.compedu.2020.103862
  • Stoner, J. L., Loken, B., & Stadler-Blank, A. (2018). The name game: How naming products increases psychological ownership and subsequent consumer evaluations. Journal of Consumer Psychology, 28(1), 130–137. https://doi.org/10.1002/jcpy.1005
  • Tran, A. D., Pallant, J. I., & Johnson, L. W. (2021). Exploring the impact of chatbots on consumer sentiment and expectations in retail. Journal of Retailing and Consumer Services, 63, 102718. https://doi.org/10.1016/j.jretconser.2021.102718
  • Tasi, W.-H S., Lun, D., Carcioppolo, N., & Chuan, C.-H. (2021). Human versus chatbot:Understanding the role of emotion in health marketing communication for vaccines. Psychology & Marketing, 38(12), 2377–2392. https://doi.org/10.1002/mar.21556
  • Tussyadiah, I. (2020). A review of research into automation in tourism: Launching the annals of tourism research curated collection on artificial intelligence and robotics in tourism. Annals of Tourism Research, 81, 102883. https://doi.org/10.1016/j.annals.2020.102883
  • Van Dyne, L., & Pierce, J. L. (2004). Psychological ownership and feelings of possession: Three field studies predicting employee attitudes and organizational citizenship behavior. Journal of Organizational Behavior, 25(4), 439–459. https://doi.org/10.1002/job.249
  • van Esch, P., Arli, D., Gheshlaghi, M. H., Andonopoulos, V., von der Heidt, T., & Northey, G. (2019). Anthropomorphism and augmented reality in the retail environment. Journal of Retailing and Consumer Services, 49, 35–42. https://doi.org/10.1016/j.jretconser.2019.03.002
  • Velasco, F., Yang, Z., & Janakiraman, N. (2021). A meta-analytic investigation of consumer response to anthropomorphic appeals: The roles of product type and uncertainty avoidance. Journal of Business Research, 131, 735–746. https://doi.org/10.1016/j.jbusres.2020.11.015
  • Walch, K. (2019). AI’s increasing role in customer service. Cognitive World. https://www.forbes.com/sites/cognitiveworld/2019/07/02/ais-increasing-role-in-customer-service/?sh=3f03677a73fc#1fafeb2d73fc/
  • Wang, C., Teo, T. S. H., & Liu, L. (2020). Perceived value and continuance intention in mobile government service in China. Telematics and Informatics, 48, 101348. https://doi.org/10.1016/j.tele.2020.101348
  • Wang, X., Abdelhamid, M., & Sanders, G. L. (2021). Exploring the effects of psychological ownership, gaming motivations, and primary/secondary control on online game addiction. Decision Support Systems, 144(9), 113512. https://doi.org/10.1016/j.dss.2021.113512
  • Wang, W. T., Ou, W. M., & Chen, W. Y. (2019). The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service Quality perspective. International Journal of Information Management, 44, 178–193. https://doi.org/10.1016/j.ijinfomgt.2018.10.011
  • Wirtz, J., Patterson, P. G., Kunz, W. H., Gruber, T., Lu, V. N., Paluch, S., & Martins, A. (2018). Brave new world. Service robots in the frontline. Journal of Service Marketing, 29(5), 907–931. https://doi.org/10.1108/JOSM-04-2018-0119
  • Witmer, B. G., & Singer, M. J. (1998). Measuring presence in virtual environments: A presence questionnaire. Presence: Teleoperators and Virtual Environments, 7(3), 225–240. https://doi.org/10.1162/105474698565686
  • Yan, M., Filieri, R., & Gorton, M. (2021). Continuance intention of online technologies: A systematic literature review. International Journal of Information Management, 58, 102315. https://doi.org/10.1016/j.ijinfomgt.2021.102315
  • Yang, X. (2021). Determinants of consumers’ continuance intention to use social recommender systems A self-regulation perspective. Technology in Society, 64, 101464. https://doi.org/10.1016/j.techsoc.2020.101464
  • Youn, S., & Jin, S. V. (2021). 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. Computers in Human Behavior, 119, 106721. https://doi.org/10.1016/j.chb.2021.106721
  • Yuan, C., Wang, S., Yu, X., Kim, K. H., & Moon, H. (2021). The influence of flow experience in the augmented reality context on psychological ownership. International Journal of Advertising, 40(6), 922–944. https://doi.org/10.1080/02650487.2020.1869387