전자상거래 라이브채팅의 유형이 소비자가 지각하는 판매자에 대한 사회적 실재감과 신뢰에 미치는 영향

키워드

참고문헌 (61)

1. 강영선, "온라인 금융 상담 서비스에서 이모티콘 사용이 서비스 사용의도에 미치는 영향: 상담원 유형과 주관적 금융지식의 조절 효과", 지식경영연구, 20(4), pp.99~118 (2019), 한국지식경영학회
2. 김태하, "온라인 쇼핑몰 챗봇 사용자의 활용의도에 영향을 미치는 요인에 대한 실증 연구", 지식경영연구, 21(4), pp.211~225 (2020), 한국지식경영학회
3. 송유진, "쇼핑 챗봇에 대한 소비자 반응 연구: 에이전트와 메시지 유형 효과를 중심으로", 한국HCI학회 논문지, 14(2), pp.71~81 (2019), 한국에이치씨아이학회[DOI]
4. 이홍주, "인공지능 속성에 대한 고객 태도 변화: AI 스피커 고객 리뷰 분석을 통한 탐색적 연구", 지식경영연구, 20(2), pp.25~42 (2019), 한국지식경영학회
5. 황하성, "사회적 현존감(Social Presence) 측정도구 개발에 관한 탐색적 연구 : 인스턴트 메신저의 이용 사례를 중심으로", 언론과학연구, 7(2), pp.529~561 (2007), 한국지역언론학회
6. Abdul-Kader, S. A., "Survey on chatbot design techniques in speech conversation systems", International Journal of Advanced Computer Science and Applications, 6(7), pp.72~80 (2015)
7. Ajzen, I., "Belief, attitude, intention and behavior: An introduction to theory and research" (1975), Addison-Wesley
8. Ask, A. J., "The state of chatbots-Pilot chatbots as part of your App+ mobile strategy", Forrester Research (2016)
9. Aslanzadeh, M., "Inter-channel effects in multichannel travel services : Moderating role of social presence and need for human interaction", Cornell Hospitality Quarterly, 55(3), pp.265~276 (2014)
10. Bao, Y., "Face consciousness and risk aversion : Do they affect consumer decision-making?", Psychology and Marketing, 20(8), pp.733~755 (2003)
11. Basso, A., "First impressions: Emotional and cognitive factors underlying judgments of trust e-commerce", Proceedings of the 3rd ACM Conference on Electronic Commerce, pp.137~143 (2001), ACM Press
12. Besedes, T., "Age effects and heuristics in decision making", The Review of Economics and Statistics, 94(2), pp.580~595 (2012)
13. Biocca, F., "Communication technology and society", pp.407~447 (2001)
14. Brehm, J. W., "A theory of psychological reactance" (1966), Academic Press
15. Chattaraman, V., "Virtual agents in retail web sites : Benefits of simulated social interaction for older users", Computers in Human Behavior, 28(6), pp.2055~2066 (2012)
16. Durlach, N., "Presence in shared virtual environments and virtual togetherness", Teleoperators and Virtual Environments, 9(2), pp.214~217 (2000)
17. Elkins, A. C., "Predicting users' perceived trust in embodied conversational agents using vocal dynamics", Proceedings of the 45th Hawaii International Conference on System Science(HICSS), pp.579~588 (2012)
18. Etemad-Sajadi, R., "The influence of a virtual agent on web-users desire to visit the company : The case of restaurant's website", International Journal of Quality and Reliability Management, 31(4), pp.419~434 (2014)
19. Go, E., "Humanizing chatbots : The effects of visual, identity and conversational cues on humanness perceptions", Computers in Human Behavior, 97, pp.304~316 (2019)
20. Gunawardena, C. M., "Social presence theory and implications for interaction and collaborative learning in computer conference", International Journal of Educational Telecommunications, 1(2), pp.147~166 (1995)
21. Heeter, C., "Being there : The subjective experience of presence", Teleoperators and Virtual Environments, 1(2), pp.262~271 (1992)
22. Do you have time for a quick chat? Direct messaging system usage and hiring outcomes in online labor markets, "Hong, Y.", University of Connecticut School of Business, 18~14 (2018)
23. Hussain, S., "A survey on conversational agents", chatbots classification and design techniques, 2019, 946~956[DOI]
24. Jarvenpaa, S. L., "Consumer trust in an internet store", Information Technology and Management, 1(1), pp.45~71 (2000)
25. Jin, B. J., "Cross-cultural examination of the relationships among firm reputation, e-satisfaction, e-trust, and e-loyalty", International Marketing Review, 25(3), pp.324~337 (2008)
26. Kang, L., "Understanding the antecedents and consequences of live chat use in electronic markets", Journal of Organizational Computing and Electronic Commerce, 25(2), pp.117~139 (2015)
27. Kaplan, A., "Siri, Siri, in my hand: Who's the fairest in the land? On the interpretations, illustrations, and implications of artificial intelligence", Business Horizons, 62(1), pp.15~25 (2019)
28. Knapp, M. L., "Nonverbal communication in human interaction" (1972), Holt, Rinehart and Winston
29. Komiak, S. Y., "The effects of personalization and familiarity on trust and adoption of recommendation agents", MIS Quarterly, 30(4), pp.941~960 (2006)
30. Lombard, M., "At the heart of it all: The concept of presence", Journal of ComputerMediated Communication, 3(2), pp.JCMC321~ (1997)
31. Lu, B., "Social presence, trust, and social commerce purchase intention : An empirical research", Computers in Human Behavior, 56, pp.225~237 (2016)
32. Mayer, R. C., "An integrative model of organizational trust", Academy of Management Review, 20(3), pp.709~734 (1995)
33. McKnight, D. H., "Developing and validating trust measures for e-commerce : An integrative typology", Information Systems Research, 13(3), pp.334~359 (2002)
34. McLean, G., "Examining satisfaction with the experience during a live chat service encounter-implications for website providers", Computers in Human Behavior, 76, pp.494~508 (2017)
35. McLean, G., "Evolving the online customer experience…Is there a role for online customer support?", Computers in Human Behavior, 60, pp.602~610 (2016)
36. McLeod, P., "The eyes have it : Minority influence in face-to-face and computer mediated group discussion", Journal of Applied Psychology, 82(5), pp.706~718 (1997)
37. Mero, J., "The effects of two-way communication and chat service usage on consumer attitudes in the e-commerce retailing sector", Electronic Markets, 28(2), pp.205~217 (2018)
38. Nagar, K., "Exploring choice overload, internet shopping anxiety, variety seeking and online shopping adoption relationship : Evidence from online fashion stores", Global Business Review, 17(4), pp.851~869 (2016)
39. Ou, C. X. J., "Why eBay lost to TaoBao in China : The global advantage", Communications of the ACM, 52(1), pp.145~148 (2009)
40. Ou, C. X. J., "Leveraging rich communication tools:Evidence of online trust and guanxi in China", ICIS 2008Proceedings, pp.66~ (2008)
41. Ou, C. X., "Swift guanxi in online marketplaces : The role of computer-mediated communication technologies", MIS Quarterly, 38(1), pp.209~230 (2014)
42. Parasuraman, A., "Refinement and reassessment of the SERVQUAL scale", Journal of Retailing, 67(4), pp.420~450 (1991)
43. Park, J., "Psychological and environmental antecedents of impulse buying tendency in the multichannel shopping context", Journal of consumer Marketing, 23(2), pp.56~66 (2006)
44. Park, S., "The mechanics of online social interaction: How cyberspace and physical territory interplay in Korean computer-mediated communication environments" (2005), Temple University
45. Pavlou, P. A., "Consumer acceptance of electronic commerce : Integrating trust and risk with the technology acceptance model", International Journal of Electronic Commerce, 7(3), pp.197~226 (2003)
46. Pavlou, P. A., "Building effective online marketplaces with institution-based trust", Information Systems Research, 15(1), pp.37~59 (2004)
47. Podsakoff, P. M., "Common method biases in behavioral research : A critical review of the literature and recommended remedies", Journal of Applied Psychology, 88(5), pp.879~903 (2003)
48. Qiu, L., "Online consumer trust and live help interfaces : The effects of text-to-speech voice and three-dimensional avatars", International Journal of Human Computer Interaction, 19(1), pp.75~94 (2005)
49. Rice, R. E., "Electronic message systems in the university : A description of use and utility", Journal of Communication, 33(1), pp.131~152 (1983)
50. Schwartz, B., "The paradox of choice: Why more is less" (2004), HarperCollins
51. Short, J. A., "The social psychology of telecommunications" (1976), John Wiley and Sons, Ltd
52. Solomon, M. R., "A role theory perspective on dyadic interactions : The service encounter", Journal of Marketing, 49(1), pp.99~111 (1985)
53. Song, X., "Applying schema resonance model in live chat e-service", Journal of Service Theory and Practice, 29(3), pp.258~281 (2019)
54. Stanton, J. V., "Information overload in the context of apparel : Effects on confidence, shopper orientation and leadership", Journal of Fashion Marketing and Management, 16(4), pp.454~476 (2012)
55. Tombs, A., "Social-service scape conceptual model", Marketing Theory, 3(4), pp.447~475 (2003)
56. Truel, O., "Too busy to help : Antecedents and outcomes of interactional justice in web-based service encounters", International Journal of Information Management, 33(4), pp.674~683 (2013)
57. Tung, V. W. S., "The potential for tourism and hospitality experience research in human-robot interactions", International Journal of Contemporary Hospitality Management, 29(10), pp.2498~2513 (2017)
58. Turkle, S., "Reclaiming conversation: The power of talk in a digital age" (2016), Penguin
59. Wakefield, L., "Situational price sensitivity : The role of consumption occasion, social context, and income", Journal of Retailing, 79(4), pp.199~212 (2003)
60. Wang, Y. D., "An overview of online trust : Concepts, elements, and implications", Computers in Human Behavior, 21(1), pp.105~125 (2005)
61. Zhang, H., "Mood and social presence on consumer purchase behavior in C2C e-commerce in Chinese culture", Electronic Markets, 22(3), pp.143~154 (2012)

관련 논문AI추천