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題名 Constructing the Quality Attributes of Online Artificial Intelligent Customer Service (AICS)
作者 簡士鎰
Chien, Shih-Yi;Yeh, Gary Yu-Ho;Cheng, Kuang-Ting;Chiu, Chao-Min;Hsu, Jack Shih-Chieh
貢獻者 資管系
關鍵詞 Artificial intelligence customer service; Delphi; word-of-mouth; survey; fsQCA
日期 2025-11
上傳時間 9-Jan-2026 10:00:31 (UTC+8)
摘要 While artificial intelligence is increasingly used in customer service, current research lacks a coherent framework to define and measure their quality in this context. This study addresses this gap by first identifying attributes of AI-based customer service. The Delphi process organizes them into four core quality dimensions: System, information, intelligent, and interaction quality. Furthermore, a survey was conducted with users to validate the nomological network of the proposed quality dimensions, focusing on their relationships with customers and word-of-mouth behavior. To further explore how different configurations of these quality dimensions contribute to WOM, a fuzzy set qualitative comparative analysis (fsQCA) was employed. The results reveal five effective configurations that lead users to engage in positive WOM toward AI customer service in the banking sector. All five combinations include either system quality or intelligent quality as an important condition alongside one of the remaining qualities, such as information or intelligent quality.
關聯 International Journal of Human-Computer Interaction, pp.1-22
資料類型 article
DOI https://doi.org/10.1080/10447318.2025.2589862
dc.contributor 資管系
dc.creator (作者) 簡士鎰
dc.creator (作者) Chien, Shih-Yi;Yeh, Gary Yu-Ho;Cheng, Kuang-Ting;Chiu, Chao-Min;Hsu, Jack Shih-Chieh
dc.date (日期) 2025-11
dc.date.accessioned 9-Jan-2026 10:00:31 (UTC+8)-
dc.date.available 9-Jan-2026 10:00:31 (UTC+8)-
dc.date.issued (上傳時間) 9-Jan-2026 10:00:31 (UTC+8)-
dc.identifier.uri (URI) https://ah.lib.nccu.edu.tw/item?item_id=180567-
dc.description.abstract (摘要) While artificial intelligence is increasingly used in customer service, current research lacks a coherent framework to define and measure their quality in this context. This study addresses this gap by first identifying attributes of AI-based customer service. The Delphi process organizes them into four core quality dimensions: System, information, intelligent, and interaction quality. Furthermore, a survey was conducted with users to validate the nomological network of the proposed quality dimensions, focusing on their relationships with customers and word-of-mouth behavior. To further explore how different configurations of these quality dimensions contribute to WOM, a fuzzy set qualitative comparative analysis (fsQCA) was employed. The results reveal five effective configurations that lead users to engage in positive WOM toward AI customer service in the banking sector. All five combinations include either system quality or intelligent quality as an important condition alongside one of the remaining qualities, such as information or intelligent quality.
dc.format.extent 109 bytes-
dc.format.mimetype text/html-
dc.relation (關聯) International Journal of Human-Computer Interaction, pp.1-22
dc.subject (關鍵詞) Artificial intelligence customer service; Delphi; word-of-mouth; survey; fsQCA
dc.title (題名) Constructing the Quality Attributes of Online Artificial Intelligent Customer Service (AICS)
dc.type (資料類型) article
dc.identifier.doi (DOI) 10.1080/10447318.2025.2589862
dc.doi.uri (DOI) https://doi.org/10.1080/10447318.2025.2589862