![]() The research model was tested using partial least squares structural equation modeling (PLS-SEM) from 401 users with no more than 6 months of community-enterprise chatbot experience. We also consider technological anxiety and openness to experience as potential barriers to individual innovation. ![]() Modeling integrates the innovation-decision process in Phase 1 (knowledge, persuasion, and decision) with the technology acceptance model (TAM), perceived convenience and information quality. ![]() The current study examined factors including consumers' perceptions, barriers and perceived risks that influence consumers' intentions to continue utilizing chatbot services in community enterprise. However, the challenge to the sustainable adoption of innovations is overcoming the obstacles that prevent the innovation's spread. The primary goal of utilizing chatbots for customer service is to fulfill customer requests without requiring a conversation.
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