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.

( Samoili et al., 2020 )

Customer Features

Customer Features refers to the adoption of the services rendered by bots in context to customer service, perceived intelligence, gender, & culture.

( Belanche et al., 2020 )

Service Encounter Features

It refers to any characteristics of discrete interaction between the customer and the service provider relevant to a core service offering.

( Robinson et al., 2000 )

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.

( Keshavarz and Jamshidi, 2018 )

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.

( Fandos Roig et al., 2009 )