{"id":"https://openalex.org/W3008659782","doi":"https://doi.org/10.1145/3375959.3375968","title":"Preliminary Study of Factors Affecting the Spread and Resistance of Consumers' Use of AI Customer Service","display_name":"Preliminary Study of Factors Affecting the Spread and Resistance of Consumers' Use of AI Customer Service","publication_year":2019,"publication_date":"2019-12-21","ids":{"openalex":"https://openalex.org/W3008659782","doi":"https://doi.org/10.1145/3375959.3375968","mag":"3008659782"},"language":"en","primary_location":{"id":"doi:10.1145/3375959.3375968","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3375959.3375968","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2019 2nd Artificial Intelligence and Cloud Computing Conference","raw_type":"proceedings-article"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5063460242","display_name":"Yu-Kai Huang","orcid":"https://orcid.org/0000-0003-1736-8701"},"institutions":[{"id":"https://openalex.org/I4210112569","display_name":"Nanhua University","ror":"https://ror.org/01tfbz441","country_code":"TW","type":"education","lineage":["https://openalex.org/I4210112569"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Yu-Kai Huang","raw_affiliation_strings":["Department of Culture and Creative Enterprise Management, Nanhua University, Taiwan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Culture and Creative Enterprise Management, Nanhua University, Taiwan","institution_ids":["https://openalex.org/I4210112569"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5059909266","display_name":"Cheng\u2010Hsien Hsieh","orcid":"https://orcid.org/0000-0001-7342-8268"},"institutions":[{"id":"https://openalex.org/I8696757","display_name":"Singapore University of Social Sciences","ror":"https://ror.org/01s57k749","country_code":"SG","type":"education","lineage":["https://openalex.org/I8696757"]}],"countries":["SG"],"is_corresponding":false,"raw_author_name":"Cheng-Hsien Hsieh","raw_affiliation_strings":["School of Business, Singapore University of Social Sciences, Singapore"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Business, Singapore University of Social Sciences, Singapore","institution_ids":["https://openalex.org/I8696757"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5100326378","display_name":"Wu Li","orcid":"https://orcid.org/0000-0001-7115-1517"},"institutions":[{"id":"https://openalex.org/I183067930","display_name":"Shanghai Jiao Tong University","ror":"https://ror.org/0220qvk04","country_code":"CN","type":"education","lineage":["https://openalex.org/I183067930"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Wu Li","raw_affiliation_strings":["School of Media and Communication, Shanghai Jiao Tong University, Shanghai, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Media and Communication, Shanghai Jiao Tong University, Shanghai, China","institution_ids":["https://openalex.org/I183067930"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5089510396","display_name":"Connie Chang","orcid":null},"institutions":[{"id":"https://openalex.org/I200641316","display_name":"Musashino University","ror":"https://ror.org/04bcbax71","country_code":"JP","type":"education","lineage":["https://openalex.org/I200641316"]}],"countries":["JP"],"is_corresponding":false,"raw_author_name":"Connie Chang","raw_affiliation_strings":["Department of Global Business, Musashino University, Tokyo, Japan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Global Business, Musashino University, Tokyo, Japan","institution_ids":["https://openalex.org/I200641316"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5084762508","display_name":"Wei\u2010Shang Fan","orcid":null},"institutions":[{"id":"https://openalex.org/I4210112569","display_name":"Nanhua University","ror":"https://ror.org/01tfbz441","country_code":"TW","type":"education","lineage":["https://openalex.org/I4210112569"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Wei-Shang Fan","raw_affiliation_strings":["Department of Business Administration, Nanhua University, Taiwan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business Administration, Nanhua University, Taiwan","institution_ids":["https://openalex.org/I4210112569"]}]}],"institutions":[],"countries_distinct_count":4,"institutions_distinct_count":4,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.6927,"has_fulltext":false,"cited_by_count":12,"citation_normalized_percentile":{"value":0.90192174,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":null,"issue":null,"first_page":"132","last_page":"138"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9873999953269958,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9873999953269958,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9779999852180481,"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/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9700999855995178,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7409984469413757},{"id":"https://openalex.org/keywords/conversation","display_name":"Conversation","score":0.5747954845428467},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.46112602949142456},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.4506840109825134},{"id":"https://openalex.org/keywords/customer-service","display_name":"Customer service","score":0.4441407024860382},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.38398030400276184},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.3281182646751404},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.16743895411491394},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.11304634809494019},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.08792829513549805}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7409984469413757},{"id":"https://openalex.org/C2777200299","wikidata":"https://www.wikidata.org/wiki/Q52943","display_name":"Conversation","level":2,"score":0.5747954845428467},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.46112602949142456},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.4506840109825134},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.4441407024860382},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.38398030400276184},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3281182646751404},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.16743895411491394},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.11304634809494019},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.08792829513549805},{"id":"https://openalex.org/C46312422","wikidata":"https://www.wikidata.org/wiki/Q11024","display_name":"Communication","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/3375959.3375968","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3375959.3375968","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 2019 2nd Artificial Intelligence and Cloud Computing Conference","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/17","score":0.46000000834465027,"display_name":"Partnerships for the goals"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":3,"referenced_works":["https://openalex.org/W2023795999","https://openalex.org/W2060906577","https://openalex.org/W2064444630"],"related_works":["https://openalex.org/W2496949096","https://openalex.org/W2274593003","https://openalex.org/W1853743098","https://openalex.org/W2281963941","https://openalex.org/W2073045008","https://openalex.org/W1969059579","https://openalex.org/W2479056385","https://openalex.org/W2805931846","https://openalex.org/W2603765596","https://openalex.org/W2385169548"],"abstract_inverted_index":{"Based":[0],"on":[1],"the":[2,12,26,36,47,86,90,120,131,136,147,162,170,180],"stimulus-organism-response":[3],"model,":[4],"this":[5,143],"paper":[6],"constructs":[7],"an":[8],"extended":[9],"version":[10],"of":[11,32,125,149,173],"technology":[13,105],"acceptance":[14],"model":[15],"and":[16,45,77,102,122,135,186],"is":[17,40,83],"targeted":[18],"at":[19],"university":[20],"students.":[21],"In":[22,160],"addition":[23],"to":[24,43,106,118,155,158,169,192,208],"analyzing":[25],"factors":[27,48],"which":[28,95],"affect":[29],"consumers'":[30],"use":[31,66,89,115],"AI":[33,67,126,150],"customer":[34,68,127,151],"service,":[35],"factor":[37],"analysis":[38],"technique":[39],"also":[41],"used":[42],"explore":[44],"understand":[46,108],"that":[49,64,85,139],"play":[50],"a":[51],"key":[52],"role":[53],"in":[54,190],"consumer":[55],"behaviors":[56],"under":[57],"different":[58,166,171],"shopping":[59],"situations.":[60],"Research":[61],"has":[62],"found":[63],"consumers":[65],"service":[69,123,128,152],"mainly":[70],"because":[71],"they":[72,113,198],"can":[73,88,199],"save":[74],"waiting":[75],"time":[76],"solve":[78,146],"problems":[79],"effectively.":[80],"Therefore,":[81],"it":[82],"suggested":[84],"dealers":[87],"two-way":[91],"interactive":[92],"conversation":[93],"system,":[94],"covers":[96],"natural":[97],"language":[98],"understanding,":[99],"in-depth":[100,194],"learning":[101],"emotion":[103],"recognition":[104],"truly":[107],"users'":[109],"communicated":[110],"semantics.":[111],"Furthermore,":[112],"should":[114],"feedback":[116],"data":[117],"improve":[119],"accuracy":[121],"effectiveness":[124],"responses.":[129],"Through":[130],"human-machine":[132],"cooperation":[133],"approach":[134],"integrated":[137],"platform":[138],"provides":[140],"multi-channel":[141],"communication,":[142],"will":[144],"further":[145],"problem":[148],"not":[153],"able":[154],"respond":[156],"effectively":[157],"consumers.":[159],"addition,":[161],"dealer":[163],"must":[164],"provide":[165,209],"assistance":[167],"according":[168],"attributes":[172],"these":[174],"innovative":[175],"adapters,":[176],"for":[177],"example,":[178],"using":[179],"customer's":[181],"browsing":[182],"history,":[183],"behavioral":[184],"habits,":[185],"other":[187],"required":[188],"materials":[189],"order":[191],"conduct":[193],"learning.":[195],"This":[196],"way":[197],"accurately":[200],"establish":[201],"user":[202],"portrait":[203],"graph":[204],"spectrum":[205],"so":[206],"as":[207],"more":[210],"personalized":[211],"services.":[212]},"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":6},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1}],"updated_date":"2026-07-29T14:22:42.915294","created_date":"2025-10-10T00:00:00"}
