DOI QR코드

DOI QR Code

Effects of Artificial Intelligence Functionalities on Online Store'S Image and Continuance Intention: A Resource-Based View Perspective

인공지능 기능성이 온라인 상점의 이미지와 지속사용의도에 미치는 영향 연구: 자원기반관점을 중심으로

  • Bo, Wen (Department of Management, Kyung Hee University) ;
  • Jin, Yunseon (Department of Management, Kyung Hee University) ;
  • Kwon, Ohbyung (School of Management, Kyung Hee University)
  • Received : 2020.03.28
  • Accepted : 2020.05.11
  • Published : 2020.05.31

Abstract

The adoption of artificial intelligence technology is continuously increasing in online stores. However, there have been no empirical studies that examine whether each of the artificial intelligence functions affects consumers' continuance intent to shop online. This study aims to understand the effect of the main function of artificial intelligence on the continuance intention of online store via empirical analysis. In particular, we focus on how artificial intelligence as a resource affects the heterogeneity of online stores in terms of resource-based views. We also analyzed the mediating effect of online store's image (product and service) between artificial intelligence (AI) functions and continuance intention. The results suggest that the presence of AI function on online stores positively influence the continuance intention from the resource-based perspective. Furthermore, it was found that AI technology positively affects the image of a product and service. We also found that there was a difference in the way of influencing the intention to use online stores by AI functions.

References

  1. Alvarez, S. A. and Busenitz, L. W., "The entrepreneurship of resource-based theory," Journal of Management, Vol. 27, No. 6, pp. 755-775, 2001.
  2. Amit, R. and Han, X., "Value creation through novel resource configurations in a digitally enabled world," Strategic Entrepreneurship Journal, Vol. 11, No. 3, pp. 228-242, 2017. https://doi.org/10.1002/sej.1256
  3. Amit, R. and Zott, C., "Value creation in e-business," Strategic Management Journal, Vol. 22, No. 6-7, pp. 493-520, 2001. https://doi.org/10.1002/smj.187
  4. Anaissi, A. and Goyal, M., "SVM-based association rules for knowledge discovery and classification," 2015 2nd Asia-Pacific World Congress on Computer Science and Engineering, APWC on CSE, pp. 1-5. 2015.
  5. Ancarani, F., "Pricing and the Internet: Frictionless Commerce or Pricer's Paradise?," European Management Journal, Vol. 20, No. 6, pp. 680-687, 2002. https://doi.org/10.1016/S0263-2373(02)00117-2
  6. Anderson, R. E. and Srinivasan, S. S., "E-satisfaction and e-loyalty: A contingency framework," Psychology and marketing, Vol. 20, No. 2, pp. 123-138, 2003. https://doi.org/10.1002/mar.10063
  7. Aral, S. and Weill, P., "IT assets, organizational capabilities, and firm performance: How resource allocations and organizational differences explain performance variation," Organization Science, Vol. 18, No. 5, pp. 763-780, 2007. https://doi.org/10.1287/orsc.1070.0306
  8. Awan, S. K., Dunoyer, E. J., Genuario, K. E., Levy, A. C., O'Connor, K. P., Serhatli, S., and Gerling, G. J., "Using voice recognition enabled smartwatches to improve nurse documentation," 2018 Systems and Information Engineering Design Symposium (SIEDS), pp. 159-164, 2018.
  9. Bagozzi, R. P. and Yi, Y., "On the evaluation of structural equation models," Journal of the Academy Of Marketing Science, Vol. 16, No. 1, pp. 74-94, 1988. https://doi.org/10.1007/BF02723327
  10. Bakos, J. Y., "Reducing buyer search costs: Implications for electronic marketplaces," Management Science, Vol. 43, No. 12, pp. 1676-1692, 1997. https://doi.org/10.1287/mnsc.43.12.1676
  11. Barney, J. B., "Strategic factor markets: Expectations, luck, and business strategy," Management Science, Vol. 32, No. 10, pp. 1231-1241, 1986. https://doi.org/10.1287/mnsc.32.10.1231
  12. Barney, J., "Firm resources and sustained competitive advantage," Journal of Management, Vol. 17, No. 1, pp. 99-120, 1991.
  13. Barrett, M., Davidson, E., Prabhu, J., and Vargo, S. L., "Service innovation in the digital age: key contributions and future directions," MIS Quarterly, Vol. 39, No. 1, pp. 135-154, 2015. https://doi.org/10.25300/MISQ/2015/39:1.03
  14. Baye, M. R. and Morgan, J., "Information gatekeepers on the internet and the competitiveness of homogeneous product markets," American Economic Review, Vol. 91, No. 3, pp. 454-474, 2001. https://doi.org/10.1257/aer.91.3.454
  15. Bell, S. and Bala, K., "Learning visual similarity for product design with convolutional neural networks," ACM Transactions on Graphics(TOG), Vol. 34, No. 4, pp. 1-10, 2015.
  16. Berman, B. and Evans, J. R., Tail Management: A Strategy Approach, Prentice hall 7th edition, 1998.
  17. Bharadwaj, A. S., "A resource-based perspective on information technology capability and firm performance: an empirical investigation," MIS Quarterly, Vol. 24, No. 1, pp. 169-196, 2000. https://doi.org/10.2307/3250983
  18. Bhatt, G. D. and Grover, V., Types of information technology capabilities and their role in competitive advantage: An empirical study," Journal of Management Information Systems, Vol. 22, No. 2, pp. 253-277, 2005. https://doi.org/10.1080/07421222.2005.11045844
  19. Bhattacherjee, A., "Understanding information systems continuance: an expectation-confirmation model," MIS Quarterly, Vol. 25, No. 3, pp. 351-370, 2001. https://doi.org/10.2307/3250921
  20. Biadsy, F., Moreno, P. J., and Jansche, M., "Google's cross-dialect Arabic voice search," 2012 IEEE International Conference on Acoustics, Speech and Signal Processing (ICASSP), pp. 4441-4444, 2012.
  21. Bilal, D., "Perspectives on children's navigation of the World Wide Web: does the type of search task make a difference?," Online Information Review, Vol. 26, No. 2, pp. 108-117, 2002. https://doi.org/10.1108/14684520210425376
  22. Biong, H. and Selnes, F., "The strategic role of the salesperson in established buyer-seller relationships," Journal of Business-to-Business Marketing, Vol. 3, No. 3, pp. 39-78, 1997. https://doi.org/10.1300/J033v03n03_03
  23. Bontis, N., Crossan, M. M., and Hulland, J., "Managing an organizational learning system by aligning stocks and flows," Journal of Management Studies, Vol. 39, No. 4, pp. 437-469, 2002. https://doi.org/10.1111/1467-6486.t01-1-00299
  24. Borgman, C. L., Hirsh, S. G., and Hiller, J., "Rethinking online monitoring methods for information retrieval systems: from search product to search process," Journal of the American Society for Information Science, Vol. 47, No. 7, pp. 568-583, 1996. https://doi.org/10.1002/(SICI)1097-4571(199607)47:7<568::AID-ASI8>3.0.CO;2-S
  25. Bouzaabia, R., Bouzaabia, O., and Capatina, A., "Retail Logistics service quality: a crosscultural survey on customer perceptions," International Journal of Retail and Distribution Management, Vol. 41, No. 8, pp. 627-647, 2013. https://doi.org/10.1108/IJRDM-02-2012-0012
  26. Braojos-Gomez, J., Benitez-Amado, J., and Montes, F. J. L., "Impact of IT Infrastructure on Customer Service Performance: The Role of Micro-IT Capabilities and Online Customer Engagement," PACIS, p. 41, 2015.
  27. Breznik, L., "Can information technology be a source of competitive advantage?," Economic and Business Review for Central and South-Eastern Europe, Vol. 14, No. 3, p. 251, 2012.
  28. Brynjolfsson, E. and Smith, M. D., "Frictionless commerce? A comparison of Internet and conventional retailers," Management Science, Vol. 46, No. 4, pp. 563-585, 2000. https://doi.org/10.1287/mnsc.46.4.563.12061
  29. Buettner, R., "Predicting user behavior in electronic markets based on personality-mining in large online social networks," Electronic Markets, Vol. 27, No. 3, pp. 247-265, 2017. https://doi.org/10.1007/s12525-016-0228-z
  30. Calixto, I., Stein, D., Matusov, E., Lohar, P., Castilho, S., and Way, A., "Using Images to Improve Machine-Translating E-Commerce Product Listings," Proceedings of the 15th Conference of the European Chapter of the Association for Computational Linguistics: Volume 2, Short Papers, pp. 637-643, 2017.
  31. Campbell, L. and Diamond, W. D., "Framing and sales promotions: The characteristics of a 'good deal', " Journal of Consumer Marketing, Vol. 7, No. 4, pp. 25-31, 1990. https://doi.org/10.1108/EUM0000000002586
  32. Cha, E., Dragan, A. D., and Srinivasa, S. S., "Perceived robot capability," 2015 24th IEEE International Symposium on Robot and Human Interactive Communication(RO-MAN), pp. 541-548, 2015.
  33. Chatbot For Admissions, pdf [Online] Available: https://Arxiv.Org/Ftp/Arxiv/Papers/1408/1408.6762.Pdf.
  34. Chechik, G., Sharma, V., Shalit, U., and Bengio, S., "Large scale online learning of image similarity through ranking," Journal of Machine Learning Research, Vol. 11, No. 36, pp. 1109-1135, 2010.
  35. Chen, C. C. and Tsai, J. L., "Determinants of behavioral intention to use the Personalized Location-based Mobile Tourism Application: An empirical study by integrating TAM with ISSM," Future Generation Computer Systems, pp. 1-37, 2017.
  36. Chen, C. P., Zhang, C. Y., Chen, L., and Gan, M., "Fuzzy restricted Boltzmann machine for the enhancement of deep learning," IEEE Transactions on Fuzzy Systems, Vol. 23, No. 6, pp. 2163-2173, 2015. https://doi.org/10.1109/TFUZZ.2015.2406889
  37. Chen, C., Lim, J. H., and Stratopoulos, T. C., "IT capability and a firm's ability to recover from losses: Evidence from the economic downturn of the early 2000s," Journal of information Systems, Vol. 25, No. 2, pp. 117-144, 2011. https://doi.org/10.2308/isys-10108
  38. Chen, D. and Mak, B. K. W., "Multitask learning of deep neural networks for lowresource speech recognition," IEEE/ACM Transactions on Audio, Speech, and Language Processing, Vol. 23, No. 7, pp. 1172-1183, 2015.
  39. Choy, K. L., Gunasekaran, A., Lam, H. Y., Chow, K. H., Tsim, Y. C., Ng, T. W., Tse, Y. K., and Lu, X. A., "Impact of information technology on the performance of logistics industry: the case of Hong Kong and Pearl Delta region," Journal of the Operational Research Society, Vol. 65, No. 6, pp. 904-916, 2014. https://doi.org/10.1057/jors.2013.121
  40. Colton, D. A., Roth, M. S., and Bearden, W. O., "Drivers of international e-tail performance: the complexities of orientations and resources," Journal of International Marketing, Vol. 18, No. 1, pp. 1-22, 2010.
  41. Cui, L., Huang, S., Wei, F., Tan, C., Duan, C., and Zhou, M., "Superagent: A customer service chatbot for e-commerce websites," Proceedings of the 55th Annual Meeting of the Association for Computational Linguistics-System Demonstrations, pp. 97-102, 2017.
  42. Currim, I. S., Mintz, O., and Siddarth, S., "Information accessed or information available? The impact on consumer preferences inferred at a durable product e-commerce website," Journal of Interactive Marketing, Vol. 29, pp. 11-25, 2015. https://doi.org/10.1016/j.intmar.2014.09.003
  43. de Haan, H., Snijder, J., van Nimwegen, C., and Beun, R. J., "Chatbot Personality and Customer Satisfaction," Thesis, Utrecht University, 2018.
  44. Demirkan, H. and Delen, D., "Leveraging the capabilities of service-oriented decision support systems: Putting analytics and big data in cloud," Decision Support Systems, Vol. 55, No. 1, pp. 412-421, 2013. https://doi.org/10.1016/j.dss.2012.05.048
  45. Don, L. J., Durand, R. M., and Dreves, R. A., "The use of a multi-attribute model in a store image study," Journal of Retailing, Vol. 52, No. 2, pp. 23-32, 1976.
  46. Fan, W., Liu, J., Zhu, S., and Pardalos, P. M., "Investigating the impacting factors for the healthcare professionals to adopt artificial intelligence-based medical diagnosis support system(AIMDSS)," Annals of Operations Research, pp. 1-26, 2018.
  47. Farris, P. W. and Quelch, J. A., "SMR FORUM In Defense of Price Promotion," Sloan Management Review(1986-1998), Vol. 29, No. 1, p. 63, 1987.
  48. Fionda, A. M. and Moore, C. M., "The anatomy of the luxury fashion brand," Journal of Brand Management, Vol. 16, No. 5-6, pp. 347-363, 2009. https://doi.org/10.1057/bm.2008.45
  49. Fornell, C., "A national customer satisfaction barometer: The Swedish experience," Journal of Marketing, Vol. 56, No. 1, pp. 6-21, 1992. https://doi.org/10.1177/002224299205600103
  50. Gefen, D., Straub, D., and Boudreau, M. C., "Structural equation modeling and regression: Guidelines for research practice," Communications of the Association for Information Systems, Vol. 4, No. 1, pp. 1-79, 2000.
  51. Godey, B., Manthiou, A., Pederzoli, D., Rokka, J., Aiello, G., Donvito, R., and Singh, R., "Social media marketing efforts of luxury brands: Influence on brand equity and consumer behavior," Journal of Business Research, Vol. 69, No. 12, pp. 5833-5841, 2016. https://doi.org/10.1016/j.jbusres.2016.04.181
  52. Goyache, F., Bahamonde, A., Alonso, J., Lopez, S., Del Coz, J. J., Quevedo, J. R., Ranilla, J., Luaces, O., Alvarez, I., Royo, L. J., and Diez, J., "The usefulness of artificial intelligence techniques to assess subjective quality of products in the food industry," Trends in Food Science and Technology, Vol. 12, No. 10, pp. 370-381, 2001. https://doi.org/10.1016/S0924-2244(02)00010-9
  53. Grewal, R., Mehta, R., and Kardes, F. R., "The role of the social-identity function of attitudes in consumer innovativeness and opinion leadership," Journal of Economic Psychology, Vol. 21, No. 3, pp. 233-252, 2000. https://doi.org/10.1016/S0167-4870(00)00003-9
  54. Gupta, S., Borkar, D., De Mello, C., and Patil, S., "An E-Commerce Website based Chatbot," International Journal of Computer Science and Information Technologies, Vol. 6, No. 2, pp. 1483-1485, 2015.
  55. Hagberg, J., Sundstrom, M., and Egels-Zanden, N., "The digitalization of retailing: an exploratory framework," International Journal of Retail and Distribution Management, Vol. 44, No. 7, pp. 694-712, 2016. https://doi.org/10.1108/IJRDM-09-2015-0140
  56. Hanson, V. L., Richards, J. T., and Lee, C. C., "Web access for older adults: voice browsing?," International Conference on Universal Access in Human-Computer Interaction, pp. 904-913, 2007.
  57. Helal, S., "The Expanding Frontier of Artificial Intelligence," Computer, Vol. 51, No. 9, pp. 14-17, 2018.
  58. Hino, H., "Assessing Factors Affecting Consumers' Intention to Adopt Biometric Authentication Technology in E-shopping," Journal of Internet Commerce, Vol. 14, No. 1, pp. 1-20, 2015. https://doi.org/10.1080/15332861.2015.1006517
  59. Ho, A., Hancock, J., and Miner, A. S., "Psychological, relational, and emotional effects of self-disclosure after conversations with a chatbot," Journal of Communication, Vol. 68, No. 4, pp. 712-733, 2018. https://doi.org/10.1093/joc/jqy026
  60. Holscher, C. and Strube, G., "Web search behavior of Internet experts and newbies," Computer Networks, Vol. 33, No. 1-6, pp. 337-346, 2000. https://doi.org/10.1016/S1389-1286(00)00031-1
  61. Holzwarth, M., Janiszewski, C., and Neumann, M. M., "The influence of avatars on online consumer shopping behavior," Journal of Marketing, Vol. 70, No. 4, pp. 19-36, 2006. https://doi.org/10.1509/jmkg.70.4.019
  62. Hoskisson, R. E., Gambeta, E., Green, C. D., and Li, T. X., "Is my firm-specific investment protected? Overcoming the stakeholder investment dilemma in the resource-based view," Academy of Management Review, Vol. 43, No. 2, pp. 284- 306, 2018. https://doi.org/10.5465/amr.2015.0411
  63. Huang, E. Y., Lin, S. W., and Fan, Y. C., "MS-QUAL: Mobile service quality measurement," Electronic Commerce Research and Applications, Vol. 14, No. 2, pp. 126-142, 2015. https://doi.org/10.1016/j.elerap.2015.01.003
  64. Jarvenpaa, S. L. and Todd, P. A., "Consumer reactions to electronic shopping on the World Wide Web," International Journal of Electronic Commerce, Vol. 1, No. 2, pp. 59-88, 1996. https://doi.org/10.1080/10864415.1996.11518283
  65. Jing, Y., Liu, D., Kislyuk, D., Zhai, A., Xu, J., Donahue, J., and Tavel, S., "Visual search at pinterest," Proceedings of the 21th ACM SIGKDD International Conference on Knowledge Discovery and Data Mining, pp. 1889-1898, 2015.
  66. Kim, J., Kang, S., and Taylor, C. R., "Technology driven experiences from mobile direct to virtual reality," Journal of Global Scholars of Marketing Science, Vol. 28, No. 1, pp. 96-102, 2018. https://doi.org/10.1080/21639159.2017.1420423
  67. Kim, S. H., Holland, S., and Han, H. S., "A structural model for examining how destination image, perceived value, and service quality affect destination loyalty: A case study of Orlando," International Journal of Tourism Research, Vol. 15, No. 4, pp. 313-328, 2013. https://doi.org/10.1002/jtr.1877
  68. Kirzner, I. M., "Entrepreneurial discovery and the competitive market process: An Austrian approach," Journal of economic Literature, Vol. 35, No. 1, pp. 60-85, 1997.
  69. Kosenko, R. and Rahtz, D., "Buyer market price knowledge influence on acceptable price range and price limits," ACR North American Advances, pp. 328-331, 1988.
  70. Krizhevsky, A., Sutskever, I., and Hinton, G. E., "Imagenet classification with deep convolutional neural networks," In Advances in Neural Information Processing Systems, pp. 1097-1105, 2012.
  71. Kuo, Y. K. and Ye, K. D., "The causal relationship between service quality, corporate image and adults' learning satisfaction and loyalty: A study of professional training programmes in a Taiwanese vocational institute," Total Quality Management, Vol. 20, No. 7, pp. 749-762, 2009. https://doi.org/10.1080/14783360903037085
  72. Kwon, O. B. and Sadeh, N., "Applying case-based reasoning and multi-agent intelligent system to context-aware comparative shopping," Decision Support Systems, Vol. 37, No. 2, pp. 199-213, 2004. https://doi.org/10.1016/S0167-9236(03)00007-1
  73. Kwon, O., Yoo, K., and Suh, E., "UbiDSS: a proactive intelligent decision support system as an expert system deploying ubiquitous computing technologies," Expert systems with applications, Vol. 28, No. 1, pp. 149-161, 2005. https://doi.org/10.1016/j.eswa.2004.08.007
  74. Lee, D., Oh, K. J., and Choi, H. J., "The chatbot feels you-a counseling service using emotional response generation," 2017 IEEE International Conference on Big Data and Smart Computing(Big- Comp), pp. 437-440, 2017.
  75. Lee, H. and Yoon, Y., "Engineering doc2-vec for automatic classification of product descriptions on O2O applications," Electronic Commerce Research, Vol. 18, No. 3, pp. 433-456, 2018. https://doi.org/10.1007/s10660-017-9268-5
  76. Lee, N. and Kwon, O., "Para-social relationships and continuous use of mobile devices," International Journal of Mobile Communications, Vol. 11, No. 5, pp. 465-484, 2013. https://doi.org/10.1504/IJMC.2013.056956
  77. Lee, S. and Choi, J., "Enhancing user experience with conversational agent for movie recommendation: Effects of selfdisclosure and reciprocity," International Journal of Human-Computer Studies, Vol. 103, pp. 95-105, 2017. https://doi.org/10.1016/j.ijhcs.2017.02.005
  78. Lee, Y. and Kwon, O., "Intimacy, familiarity and continuance intention: An extended expectation-confirmation model in web-based services," Electronic Commerce Research and Applications, Vol. 10, No. 3, pp. 342-357, 2011. https://doi.org/10.1016/j.elerap.2010.11.005
  79. Lehmann, D. R., Keller, K. L., and Farley, J. U., "The structure of survey-based brand metrics," Journal of International Marketing, Vol. 16, No. 4, pp. 29-56, 2008. https://doi.org/10.1509/jimk.16.4.29
  80. Leong, P. H., Goh, O. S., and Kumar, Y. J., "MedKiosk: An embodied conversational intelligence via deep learning," 2017 13th International Conference on Natural Computation, Fuzzy Systems and Knowledge Discovery(ICNC-FSKD), pp. 394-399, 2017.
  81. Li, N. and Zhang, P., "Consumer online shopping attitudes and behavior: An assessment of research," Americas Conference on Information Systems(AMCIS 2002), 2002.
  82. Lim, H. and Dubinsky, A. J., "Consumers' perceptions of e-shopping characteristics: an expectancy-value approach," Journal of Services Marketing, Vol. 18, No. 7, pp. 500-513, 2004. https://doi.org/10.1108/08876040410561839
  83. Lin, Y. and Wu, L. Y., "Exploring the role of dynamic capabilities in firm performance under the resource-based view framework," Journal of Business Research, Vol. 67, No. 3, pp. 407-413, 2014. https://doi.org/10.1016/j.jbusres.2012.12.019
  84. Long, J., Yuan, M. J., and Poonawala, R., "An Observational Study to Evaluate the Usability and Intent to Adopt an Artificial Intelligence-Powered Medication Reconciliation Tool," Interactive Journal of Medical Research, Vol. 5, No. 2, e14, 2016. https://doi.org/10.2196/ijmr.5462
  85. Lowengart, O., "Reference price conceptualisations: An integrative framework of analysis," Journal of Marketing Management, Vol. 18, No. 1-2, pp. 145-171, 2002. https://doi.org/10.1362/0267257022775972
  86. Lu, Y. and Ramamurthy, K.(Ram), "Understanding the link between information technology capability and organizational agility: An empirical examination," MIS Quarterly, Vol. 35, No. 4, pp. 931-954, 2011. https://doi.org/10.2307/41409967
  87. Lynch, C., Aryafar, K., and Attenberg, J., "Images don't lie: Transferring deep visual semantic features to large-scale multimodal learning to rank," Proceedings of the 22nd ACM SIGKDD International Conference on Knowledge Discovery and Data Mining, pp. 541-548, 2016.
  88. Masli, A., Richardson, V. J., Sanchez, J. M., and Smith, R. E., "The business value of IT: A synthesis and framework of archival research," Journal of Information Systems, Vol. 25, No. 2, pp. 81-116, 2011. https://doi.org/10.2308/isys-10117
  89. Mata, F. J., Fuerst, W. L., and Barney, J. B., "Information technology and sustained competitive advantage: A resourcebased analysis," MIS Quarterly, Vol. 19, No. 4, pp. 487-505, 1995. https://doi.org/10.2307/249630
  90. Melville, N., Kraemer, K., and Gurbaxani, V., "Information technology and organizational performance: An integrative model of IT business value," MIS Quarterly, Vol. 28, No. 2, pp. 283-322, 2004. https://doi.org/10.2307/25148636
  91. Meng, L., Nguyen, Q. H., Tian, X., Shen, Z., Chng, E. S., Guan, F. Y., Miao, C., and Leung, C., "Towards age-friendly e-commerce through crowd-improved speech recognition, multimodal search, and personalized speech feedback," Proceedings of the 2nd International Conference on Crowd Science and Engineering, pp. 127-135, 2017.
  92. Metaxas, I. N., Chatzoglou, P. D., and Koulouriotis, D. E., "Proposing a new modus operandi for sustainable business excellence: the case of Greek hospitality industry," Total Quality Management and Business Excellence, Vol. 30, No. 5-6, pp. 499-524, 2019. https://doi.org/10.1080/14783363.2017.1315934
  93. Mimoun, M. S. B., Poncin, I., and Garnier, M., "Animated conversational agents and e-consumer productivity: The roles of agents and individual characteristics," Information and Management, Vol. 54, No. 5, pp. 545-559, 2017. https://doi.org/10.1016/j.im.2016.11.008
  94. Moe, W. W., "Buying, searching, or browsing: Differentiating between online shoppers using in-store navigational clickstream," Journal of consumer psychology, Vol. 13, No. 1-2, pp. 29-39, 2003. https://doi.org/10.1207/153276603768344762
  95. Moreno, A. and Nealon, J. L., "Applications of software agent technology in the health care domain. Birkhauser, 2012.
  96. Moriuchi, E., "Okay, Google!: An empirical study on voice assistants on consumer engagement and loyalty," Psychology and Marketing, Vol. 36, No. 5, pp. 489-501, 2019. https://doi.org/10.1002/mar.21192
  97. Mouakket, S., "Factors influencing continuance intention to use social network sites: The Facebook case," Computers in Human Behavior, Vol. 53, pp. 102-110, 2015. https://doi.org/10.1016/j.chb.2015.06.045
  98. Nilashi, M., Jannach, D., bin Ibrahim, O., Esfahani, M. D., and Ahmadi, H., "Recommendation quality, transparency, and website quality for trust-building in recommendation agents," Electronic Commerce Research and Applications, Vol. 19, pp. 70-84, 2016. https://doi.org/10.1016/j.elerap.2016.09.003
  99. Oh, W. and Pinsonneault, A., "On the assessment of the strategic value of information technologies: conceptual and analytical approaches," MIS Quarterly, Vol. 31, No. 2, pp. 239-265, 2007. https://doi.org/10.2307/25148790
  100. Ostrom, A. L., Fotheringham, D., and Bitner, M. J., "Customer acceptance of AI in service encounters: understanding antecedents and consequences," Handbook of Service Science, Vol. 2, pp. 77-103, 2019.
  101. Pakurar, M., Haddad, H., Nagy, J., Popp, J., and Olah, J., "The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector," Sustainability, Vol. 11, No. 4, p. 1113, 2019. https://doi.org/10.3390/su11041113
  102. Parasuraman, A., "Measuring and monitoring service quality," Understanding Services Management, pp. 143-177, 1995.
  103. Park, J. S., Jang, G. J., Kim, J. H., and Kim, S. H., "Acoustic interference cancellation for a voice-driven interface in smart TVs," IEEE Transactions on Consumer Electronics, Vol. 59, No. 1, pp. 244-249, 2013. https://doi.org/10.1109/TCE.2013.6490266
  104. Pecli, A., Giovanini, B., Pacheco, C. C., Moreira, C., Ferreira, F., Tosta, F., Tesolin, J., Dias, M. V., Cavalcanti, M. C., and Goldschmidt, R. R., "Dimensionality Reduction for Supervised Learning in Link Prediction Problems," ICEIS, 1, pp. 295-302, 2015.
  105. Perez, A. and Del Bosque, I. R., "An integrative framework to understand how CSR affects customer loyalty through identification, emotions and satisfaction," Journal of Business Ethics, Vol. 129, No. 3, pp. 571-584, 2015. https://doi.org/10.1007/s10551-014-2177-9
  106. Polatidis, N., Chatbot for admissions, arXiv preprint arXiv:1408.6762, 2014.
  107. Powell, T. C., "Competitive advantage: logical and philosophical considerations," Strategic Management Journal, Vol. 22, No. 9, pp. 875-888, 2001. https://doi.org/10.1002/smj.173
  108. Rios, A. E., "The impact of the digital revolution in the development of market and communication strategies for the luxury sector (fashion luxury)," Central European Business Review, Vol. 5, No. 2, pp. 17-36, 2016. https://doi.org/10.18267/j.cebr.149
  109. Russell, S. J. and Norvig, P., "Artificial intelligence: a modern approach," Malaysia; Pearson Education Limited, 2016.
  110. Sadollah, A., Gao, K., Barzegar, A., and Su, R., "Improved model of combinatorial Internet shopping optimization problem using evolutionary algorithms," 2016 14th International Conference on Control, Automation, Robotics and Vision (ICARCV), pp. 1-5, 2016.
  111. Santhanam, R. and Hartono, E., "Issues in linking information technology capability to firm performance," MIS Quarterly, Vol. 27, No. 1, pp. 125-153, 2003. https://doi.org/10.2307/30036521
  112. Schalkwyk, J., Beeferman, D., Beaufays, F., Byrne, B., Chelba, C., Cohen, M., Kamvar, M., and Strope, B., " 'Your word is my command': Google search by voice: A case study," In Advances in speech recognition, pp. 61-90, 2010.
  113. Shaouf, A., Lu, K., and Li, X., "The effect of web advertising visual design on online purchase intention: An examination across gender," Computers in Human Behavior, Vol. 60, pp. 622-634, 2016. https://doi.org/10.1016/j.chb.2016.02.090
  114. Sirgy, M. J., "Self-concept in consumer behavior: A critical review," Journal of consumer Research, Vol. 9, No. 3, pp. 287-300, 1982. https://doi.org/10.1086/208924
  115. Smith, M. D., Bailey, J., and Brynjolfsson, E., Understanding Digital Markets: Review and Assessment, MIT Press, pp. 99-136, 1999.
  116. Song, J. and Zahedi, F. M., "A theoretical approach to web design in e-commerce: a belief reinforcement model," Management Science, Vol. 51, No. 8, pp. 1219- 1235, 2005. https://doi.org/10.1287/mnsc.1050.0427
  117. Szegedy, C., Liu, W., Jia, Y., Sermanet, P., Reed, S., Anguelov, D., Erhan, D., Vanhoucke, V., and Rabinovich, A., "Going deeper with convolutions," The IEEE Conference on Computer Vision and Pattern Recognition(CVPR), pp. 1-9, 2015.
  118. Tatikonda, M. V. and Zeithaml, V. A., "Managing the new service development process: multi-disciplinary literature synthesis and directions for future research," New Directions in Supply-chain Management: Technology, Strategy, and Implementation, American Management Association, New York, 2001.
  119. Taylor, G. W., Spiro, I., Bregler, C., and Fergus, R., "Learning invariance through imitation," In CVPR 2011, pp. 2729-2736, 2011.
  120. Thomas, S., "Linking customer loyalty to customer satisfaction and store image: a structural model for retail stores," Decision, Vol. 40, No. 1-2, pp. 15-25, 2013. https://doi.org/10.1007/s40622-013-0007-z
  121. Timmerman, J. C., "A systematic approach for making innovation a core competency," The Journal for Quality and Participation, Vol. 31, No. 4, pp. 4-10, 2009.
  122. Tobias, E., "Using Twitter and other social media platforms to provide situational awareness during an incident," Journal of Business Continuity and Emergency Planning, Vol. 5, No. 3, pp. 208-223, 2011.
  123. Torres-Boza, D., Oveneke, M. C., Wang, F., Jiang, D., Verhelst, W., and Sahli, H., "Hierarchical sparse coding framework for speech emotion recognition," Speech Communication, Vol. 99, pp. 80-89, 2018. https://doi.org/10.1016/j.specom.2018.01.006
  124. Uddin, M. M., Huynh, N., Vidal, J. M., Taaffe, K. M., Fredendall, L. D., and Greenstein, J. S., "Evaluation of Google's voice recognition and sentence classification for health care applications," Engineering Management Journal, Vol. 27, No. 3, pp. 152-162, 2015.
  125. Vatanasombut, B., Igbaria, M., Stylianou, A. C., and Rodgers, W., "Information systems continuance intention of web-based applications customers: The case of online banking," Information and Management, Vol. 45, No. 7, pp. 419-428, 2008. https://doi.org/10.1016/j.im.2008.03.005
  126. Wade, M. and Hulland, J., "The resourcebased view and information systems research: Review, extension, and suggestions for future research," MIS Quarterly, Vol. 28, No. 1, pp. 107-142, 2004. https://doi.org/10.2307/25148626
  127. Wang, Y. Y., Luse, A., Townsend, A. M., and Mennecke, B. E., "Understanding the moderating roles of types of recommender systems and products on customer behavioral intention to use recommender systems," Information Systems and e-Business Management, Vol. 13, No. 4, pp. 769-799, 2015. https://doi.org/10.1007/s10257-014-0269-9
  128. Weiser, E. B., "Gender differences in Internet use patterns and Internet application preferences: A two-sample comparison," Cyberpsychology and Behavior, Vol. 3, No. 2, pp. 167-178, 2000. https://doi.org/10.1089/109493100316012
  129. Weng, S. S. and Liu, M. J., "Feature-based recommendations for one-to-one marketing," Expert Systems with Applications, Vol. 26, No. 4, pp. 493-508, 2004. https://doi.org/10.1016/j.eswa.2003.10.008
  130. Wixom, B. H. and Watson, H. J., "An empirical investigation of the factors affecting data warehousing success," MIS Quarterly, pp. 17-41, 2001.
  131. Wu, D., Ray, G., Geng, X., and Whinston, A., "Implications of reduced search cost and free riding in e-commerce," Marketing Science, Vol. 23, No. 2, pp. 255-262, 2004. https://doi.org/10.1287/mksc.1040.0047
  132. Wu, P. C., Yeh, G. Y. Y., and Hsiao, C. R., "The effect of store image and service quality on brand image and purchase intention for private label brands," Australasian Marketing Journal(AMJ), Vol. 19, No. 1, pp. 30-39, 2011. https://doi.org/10.1016/j.ausmj.2010.11.001
  133. Xiao, B. and Benbasat, I., "E-commerce product recommendation agents: use, characteristics, and impact," MIS Quarterly, Vol. 31, No. 1, pp. 137-209, 2007. https://doi.org/10.2307/25148784
  134. Yoo, S. and Jeong, O., "An Intelligent Chatbot Utilizing BERT Model and Knowledge Graph," The Journal of Society for e-Business Studies, Vol. 24, No. 3, pp. 87-98, 2019.
  135. Yoo, W., Yu, E., and Jung, J., "Drone delivery: Factors affecting the public's attitude and intention to adopt," Telematics and Informatics, Vol. 35, No. 6, pp. 1687-1700, 2018. https://doi.org/10.1016/j.tele.2018.04.014
  136. Zhai, H. and Li, J., "Refine Social Relations and Differentiate the Same Friends' Influence in Recommender System," In International Conference on Mining Intelligence and Knowledge Exploration, pp. 504-514. 2015.
  137. Zhou, H., Amundsen, L., and Landro, M., "Introduction to Deep Learning: Part I.," Recent Advances in Technology, pp. 62-64, 2017.
  138. Zou, T., Wang, J., and Zhang, F., "Information service model with mobile agent supported," Journal of Computer Science and Technology, Vol. 15, No. 2, pp. 150-157, 2000. https://doi.org/10.1007/BF02948799