Earticle

초록

영어

Given the lack of prior research on the impact of AI chatbot service capabilities on service performance, this study aims to test the relationship between AI chatbot capabilities and customer service quality. Specifically, by integrating AI-CRM and AI chatbot service research, this study derived and tested hypotheses on the impact of AI chatbot capabilities on customer-oriented service capabilities and their impact on service quality. Using structural equation modeling, hypothesis testing revealed that AI chatbot conversational and personalization capabilities positively impacted functional customer-oriented capabilities, which in turn positively impacted service quality. Furthermore, AI chatbot trust was found to strengthen service quality perceptions. This study is expected to improve our understanding of the customer service orientation and applicability of AI chatbots.

목차

1. Introduction
2. Theoretical background
2.1 Capabilities of AI chatbots
2.2 AI-CRM and customer-oriented services
3. Hypotheses
3.1 Hypotheses about AI chatbot capabilities
3.2 Hypotheses about the service capabilities of AI chatbots
3.3 Hypotheses about the quality of AI chatbot services
3 Research methods
4.1 Metric development and demographics
4.2 Measurement Model Analysis
4.3 Structural Model Analysis
4 Conclusion
5.1 Research summary and implications
5.2 Limitations and Future Research
References

저자

• 이민영 [ 경북대학교 경영학부 ]
• 김상현 [ 경북대학교 경영학부 ]
• Stephen Choi [ California State University, Fresno ]

참고문헌