Construct | Definition | Literature Source |
System Features | System features are tasks that are carried out automatically by the system and offer value for the customers using the service while also ensuring a better user experience. | ( |
Customer Features | Customer Features refers to the adoption of the services rendered by bots in context to customer service, perceived intelligence, gender, & culture. | ( |
Service Encounter Features | It refers to any characteristics of discrete interaction between the customer and the service provider relevant to a core service offering. | ( |
Customer Satisfaction | Satisfaction from the use of a product/service cultivates customer’s belief in the quality of the product/service and results in repurchase intentions. | ( |
Customer Loyalty | Customer loyalty refers to both the overall value of the products or services that a customer gets from a business and the continuing good relationship that exists between a customer and a business. | ( |