{"id":"https://openalex.org/W7225342191","doi":"https://doi.org/10.3390/jtaer21110411","title":"How Behavioral and Normative Characteristics Influence User Satisfaction with Gen-AI Chatbots: The Mediating Roles of Emotional Empathy and Proficiency Evaluation","display_name":"How Behavioral and Normative Characteristics Influence User Satisfaction with Gen-AI Chatbots: The Mediating Roles of Emotional Empathy and Proficiency Evaluation","publication_year":2026,"publication_date":"2026-11-05","ids":{"openalex":"https://openalex.org/W7225342191","doi":"https://doi.org/10.3390/jtaer21110411"},"language":"en","primary_location":{"id":"doi:10.3390/jtaer21110411","doi":"https://doi.org/10.3390/jtaer21110411","is_oa":true,"landing_page_url":"https://doi.org/10.3390/jtaer21110411","pdf_url":null,"source":{"id":"https://openalex.org/S27967161","display_name":"Journal of theoretical and applied electronic commerce research","issn_l":"0718-1876","issn":["0718-1876"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-scientific","cwts-core","doaj","latindex","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Theoretical and Applied Electronic Commerce Research","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://doi.org/10.3390/jtaer21110411","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5042893983","display_name":"Hua Pang","orcid":"https://orcid.org/0000-0001-6490-9035","observed_orcids":["https://orcid.org/0000-0001-6490-9035"]},"institutions":[{"id":"https://openalex.org/I162868743","display_name":"Tianjin University","ror":"https://ror.org/012tb2g32","country_code":"CN","type":"education","lineage":["https://openalex.org/I162868743"]}],"countries":["CN"],"is_corresponding":true,"raw_author_name":"Hua Pang","raw_affiliation_strings":["School of New Media and Communication, Tianjin University, Tianjin 300072, China"],"raw_orcid":"https://orcid.org/0000-0001-6490-9035","affiliations":[{"raw_affiliation_string":"School of New Media and Communication, Tianjin University, Tianjin 300072, China","institution_ids":["https://openalex.org/I162868743"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5160739925","display_name":"Zhen Wang","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I162868743","display_name":"Tianjin University","ror":"https://ror.org/012tb2g32","country_code":"CN","type":"education","lineage":["https://openalex.org/I162868743"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Zhen Wang","raw_affiliation_strings":["School of New Media and Communication, Tianjin University, Tianjin 300072, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of New Media and Communication, Tianjin University, Tianjin 300072, China","institution_ids":["https://openalex.org/I162868743"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5160984851","display_name":"Rong Ge","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I162868743","display_name":"Tianjin University","ror":"https://ror.org/012tb2g32","country_code":"CN","type":"education","lineage":["https://openalex.org/I162868743"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Rong Ge","raw_affiliation_strings":["School of New Media and Communication, Tianjin University, Tianjin 300072, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of New Media and Communication, Tianjin University, Tianjin 300072, China","institution_ids":["https://openalex.org/I162868743"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5080882445","display_name":"Tong Wang","orcid":"https://orcid.org/0000-0001-8635-6865","observed_orcids":["https://orcid.org/0000-0001-8635-6865"]},"institutions":[{"id":"https://openalex.org/I191208505","display_name":"Xiamen University","ror":"https://ror.org/00mcjh785","country_code":"CN","type":"education","lineage":["https://openalex.org/I191208505"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Tong Wang","raw_affiliation_strings":["School of Journalism and Communication, Xiamen University, Xiamen 361005, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Journalism and Communication, Xiamen University, Xiamen 361005, China","institution_ids":["https://openalex.org/I191208505"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5153628099","display_name":"Liucun Zhu","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I90610280","display_name":"South China University of Technology","ror":"https://ror.org/0530pts50","country_code":"CN","type":"education","lineage":["https://openalex.org/I90610280"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Liucun Zhu","raw_affiliation_strings":["School of Journalism and Communication, South China University of Technology, Guangzhou 510006, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Journalism and Communication, South China University of Technology, Guangzhou 510006, China","institution_ids":["https://openalex.org/I90610280"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5160766931","display_name":"Miao Guo","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I49420792","display_name":"Northwest University of Politics and Law","ror":"https://ror.org/05008jp45","country_code":"CN","type":"education","lineage":["https://openalex.org/I49420792"]}],"countries":["CN"],"is_corresponding":true,"raw_author_name":"Miao Guo","raw_affiliation_strings":["School of Marxism, Northwest University of Political Science and Law, Xi\u2019an 710012, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Marxism, Northwest University of Political Science and Law, Xi\u2019an 710012, China","institution_ids":["https://openalex.org/I49420792"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5042893983","https://openalex.org/A5160766931"],"corresponding_institution_ids":["https://openalex.org/I162868743","https://openalex.org/I49420792"],"apc_list":{"value":1000,"currency":"CHF","value_usd":1207},"apc_paid":{"value":1000,"currency":"CHF","value_usd":1207},"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"21","issue":"11","first_page":"411","last_page":"411"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10709","display_name":"Social Robot Interaction and HRI","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/generative-ai-chatbots","display_name":"generative AI chatbots","score":0.9919999837875366},{"id":"https://openalex.org/keywords/user-satisfaction","display_name":"user satisfaction","score":0.9660000205039978},{"id":"https://openalex.org/keywords/affective-empathy","display_name":"affective empathy","score":0.8799999952316284},{"id":"https://openalex.org/keywords/perceived-responsibility","display_name":"perceived responsibility","score":0.9789999723434448},{"id":"https://openalex.org/keywords/perceived-transparency","display_name":"perceived transparency","score":0.9990000128746033},{"id":"https://openalex.org/keywords/human-ai-interaction","display_name":"human-AI interaction","score":0.8209999799728394}],"concepts":[{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.7588000297546387},{"id":"https://openalex.org/C2779885105","wikidata":"https://www.wikidata.org/wiki/Q182263","display_name":"Empathy","level":2,"score":0.7031000256538391},{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.671999990940094},{"id":"https://openalex.org/C179420905","wikidata":"https://www.wikidata.org/wiki/Q223871","display_name":"Mediation","level":2,"score":0.6086000204086304},{"id":"https://openalex.org/C44725695","wikidata":"https://www.wikidata.org/wiki/Q288156","display_name":"Normative","level":2,"score":0.501800000667572},{"id":"https://openalex.org/C169900460","wikidata":"https://www.wikidata.org/wiki/Q2200417","display_name":"Cognition","level":2,"score":0.44279998540878296},{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.43220001459121704},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.38659998774528503},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.3450999855995178},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.3425000011920929},{"id":"https://openalex.org/C180747234","wikidata":"https://www.wikidata.org/wiki/Q23373","display_name":"Cognitive psychology","level":1,"score":0.3402000069618225},{"id":"https://openalex.org/C53059260","wikidata":"https://www.wikidata.org/wiki/Q374758","display_name":"Multilevel model","level":2,"score":0.3221000134944916},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.31310001015663147},{"id":"https://openalex.org/C2780342009","wikidata":"https://www.wikidata.org/wiki/Q18387795","display_name":"Perspective-taking","level":3,"score":0.3075000047683716},{"id":"https://openalex.org/C120936955","wikidata":"https://www.wikidata.org/wiki/Q2155640","display_name":"Empirical research","level":2,"score":0.3068000078201294},{"id":"https://openalex.org/C2777742833","wikidata":"https://www.wikidata.org/wiki/Q1964083","display_name":"Reciprocal","level":2,"score":0.29409998655319214},{"id":"https://openalex.org/C170130773","wikidata":"https://www.wikidata.org/wiki/Q216378","display_name":"Usability","level":2,"score":0.2904999852180481},{"id":"https://openalex.org/C198477413","wikidata":"https://www.wikidata.org/wiki/Q7647069","display_name":"Survey data collection","level":2,"score":0.28610000014305115},{"id":"https://openalex.org/C126388530","wikidata":"https://www.wikidata.org/wiki/Q1131737","display_name":"Imitation","level":2,"score":0.26080000400543213},{"id":"https://openalex.org/C65067816","wikidata":"https://www.wikidata.org/wiki/Q2295139","display_name":"Computer-assisted web interviewing","level":2,"score":0.25760000944137573},{"id":"https://openalex.org/C158608086","wikidata":"https://www.wikidata.org/wiki/Q2990613","display_name":"Prosocial behavior","level":2,"score":0.2531000077724457},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.2524000108242035},{"id":"https://openalex.org/C201025465","wikidata":"https://www.wikidata.org/wiki/Q11248500","display_name":"User experience design","level":2,"score":0.25099998712539673}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.3390/jtaer21110411","doi":"https://doi.org/10.3390/jtaer21110411","is_oa":true,"landing_page_url":"https://doi.org/10.3390/jtaer21110411","pdf_url":null,"source":{"id":"https://openalex.org/S27967161","display_name":"Journal of theoretical and applied electronic commerce research","issn_l":"0718-1876","issn":["0718-1876"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-scientific","cwts-core","doaj","latindex","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Theoretical and Applied Electronic Commerce Research","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.3390/jtaer21110411","doi":"https://doi.org/10.3390/jtaer21110411","is_oa":true,"landing_page_url":"https://doi.org/10.3390/jtaer21110411","pdf_url":null,"source":{"id":"https://openalex.org/S27967161","display_name":"Journal of theoretical and applied electronic commerce research","issn_l":"0718-1876","issn":["0718-1876"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-scientific","cwts-core","doaj","latindex","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Theoretical and Applied Electronic Commerce Research","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":48,"referenced_works":["https://openalex.org/W1973485875","https://openalex.org/W2156897926","https://openalex.org/W2499526086","https://openalex.org/W2565925261","https://openalex.org/W2785665210","https://openalex.org/W2900107703","https://openalex.org/W2969896603","https://openalex.org/W3006245018","https://openalex.org/W3013998503","https://openalex.org/W3092672043","https://openalex.org/W3110850177","https://openalex.org/W3130167372","https://openalex.org/W3157103153","https://openalex.org/W3157200701","https://openalex.org/W3194963062","https://openalex.org/W4221024908","https://openalex.org/W4284966012","https://openalex.org/W4316037294","https://openalex.org/W4323546023","https://openalex.org/W4387418484","https://openalex.org/W4387762812","https://openalex.org/W4388021105","https://openalex.org/W4388329942","https://openalex.org/W4390569131","https://openalex.org/W4390765336","https://openalex.org/W4391707510","https://openalex.org/W4391796277","https://openalex.org/W4393854652","https://openalex.org/W4400178429","https://openalex.org/W4402042253","https://openalex.org/W4402155818","https://openalex.org/W4402746414","https://openalex.org/W4403842823","https://openalex.org/W4404609441","https://openalex.org/W4405420040","https://openalex.org/W4406229242","https://openalex.org/W4406503534","https://openalex.org/W4406761417","https://openalex.org/W4407388640","https://openalex.org/W4407841405","https://openalex.org/W4408038418","https://openalex.org/W4408204796","https://openalex.org/W4409775478","https://openalex.org/W4411046256","https://openalex.org/W4412766465","https://openalex.org/W4415652196","https://openalex.org/W7082368990","https://openalex.org/W7128637969"],"related_works":["https://openalex.org/W7212066719","https://openalex.org/W7222985300","https://openalex.org/W4376863686","https://openalex.org/W4389111323","https://openalex.org/W4407043540","https://openalex.org/W4409001859","https://openalex.org/W4414298850","https://openalex.org/W7154294077","https://openalex.org/W7154737261","https://openalex.org/W4391819899"],"abstract_inverted_index":{"With":[0],"the":[1,41,57,74,106,186,213,227],"rapid":[2],"diffusion":[3],"of":[4,77,108,185,204,216,229],"generative":[5],"AI":[6],"(Gen-AI)":[7],"chatbots":[8],"in":[9,246],"service":[10,248],"settings,":[11],"understanding":[12,203],"how":[13],"their":[14],"interactional":[15,48,190],"characteristics":[16,111,116,124,135,164,191],"are":[17],"associated":[18],"with":[19,94,239],"user":[20,51,113,193],"satisfaction":[21],"has":[22,29,37],"become":[23],"increasingly":[24],"critical.":[25],"Although":[26],"prior":[27,95],"research":[28],"primarily":[30],"emphasized":[31],"system":[32,237],"performance,":[33],"relatively":[34],"limited":[35],"attention":[36],"been":[38],"devoted":[39],"to":[40,104,234],"underlying":[42],"psychological":[43],"mechanisms":[44],"through":[45],"which":[46],"specific":[47],"features":[49,238],"influence":[50],"experience.":[52,98],"To":[53],"address":[54],"this":[55,199],"gap,":[56],"present":[58],"study":[59,200],"develops":[60],"a":[61,208],"dual-path":[62],"mediation":[63,173],"model":[64],"that":[65,146,177],"differentiates":[66],"between":[67,188],"affective":[68,217],"and":[69,80,129,132,140,152,180,192,211,218,243],"cognitive":[70,219],"processes,":[71],"focusing":[72],"on":[73,112,159,169],"mediating":[75],"roles":[76,215],"emotional":[78,160,178,241],"empathy":[79,179],"proficiency":[81,170,181],"evaluation.":[82,171],"Empirical":[83],"data":[84],"were":[85,117],"collected":[86],"via":[87],"an":[88],"online":[89],"survey":[90],"from":[91,207],"550":[92],"users":[93],"chatbot":[96,110,189],"interaction":[97,123,134,206],"Structural":[99],"equation":[100],"modeling":[101],"was":[102],"employed":[103],"examine":[105],"effects":[107,158,168],"six":[109],"satisfaction.":[114,194],"These":[115],"classified":[118],"into":[119],"two":[120],"categories:":[121],"behavioral":[122],"(perceived":[125,136],"initiative,":[126],"perceived":[127,130,138,141,150,153],"responsibility,":[128],"timeliness)":[131],"normative":[133],"standardization,":[137],"impartiality,":[139,154],"transparency).":[142],"The":[143,172],"results":[144],"indicate":[145,176],"all":[147,163],"characteristics,":[148],"except":[149],"timeliness":[151],"exert":[155,165],"significant":[156,166],"positive":[157,167],"empathy.":[161],"Meanwhile,":[162],"analyses":[174],"further":[175],"evaluation":[182],"mediate":[183],"some":[184],"relationships":[187],"By":[195],"disentangling":[196],"these":[197],"mechanisms,":[198],"advances":[201],"current":[202],"human\u2013AI":[205],"dual-process":[209],"perspective":[210],"clarifies":[212],"distinct":[214],"pathways.":[220],"It":[221],"also":[222],"offers":[223],"practical":[224],"guidance":[225],"for":[226],"design":[228],"Gen-AI":[230],"systems,":[231],"suggesting":[232],"ways":[233],"better":[235],"align":[236],"users\u2019":[240],"expectations":[242],"task-oriented":[244],"needs":[245],"real":[247],"settings.":[249]},"counts_by_year":[],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2026-11-06T00:00:00"}
