articleJournal of Retailing and Consumer ServicesNov 24, 2022Closed access

Understanding the user satisfaction and loyalty of customer service chatbots

CHChin‐Lung HsuJCJudy Chuan‐Chuan Lin

National Taipei University of Business · Soochow University

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Abstract

No abstract available for this paper.

Citation impact

309
total citations
FWCI
35.38
Percentile
100%
References
90
Citations per year

Authors

2

Topics & keywords

Topics
Keywords
  • Chatbot
  • Service quality
  • Service (business)
  • Loyalty business model
  • Loyalty
  • Customer satisfaction
  • Computer science
  • Customer advocacy
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