AI-Powered Chatbots and the Enhancement of Customer Service and Personalization in Corporate Supermarkets: Evidence from Bayelsa State, Nigeria

Adam, M., Wessel, M., & Benlian, A. (2021). AI-based chatbots in customer service and their effects on user compliance. Electronic Markets, 31(2), 427–445. https://doi.org/10.1007/s12525-020-00414-7 Brandtzæg, P. B., & Følstad, A. (2018). Chatbots: Changing user needs and motivations. Interactions, 25(5), 38–43. https://doi.org/10.1145/3236669 Chung, M., Ko, E., Joung, H., & Kim, S. J. (2020). Chatbot e-service and customer satisfaction regarding luxury brands. Journal of Business Research, 117, 587–595. https://doi.org/10.1016/j.jbusres.2018.10.004 Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008 Følstad, A., & Brandtzæg, P. B. (2017). Chatbots and the new world of HCI. Interactions, 24(4), 38–42. https://doi.org/10.1145/3085558 Nunnally, J. C. (1978). Psychometric theory (2nd ed.). McGraw-Hill. Okoye, P. V. C., & Ezejiofor, R. A. (2013). The effect of human capital development on organisational performance: Evidence from Nigerian banking sector. International Journal of Academic Research in Business and Social Sciences, 3(10), 63–72. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40. Tam, K. Y., & Ho, S. Y. (2006). Understanding the impact of web personalisation on user information processing and decision outcomes. MIS Quarterly, 30(4), 865–890. https://doi.org/10.2307/25148757 Woebot Group. (2021). Building conversational AI with empathy: Design principles for mental health chatbots. Woebot Health. Xu, A., Liu, Z., Guo, Y., Sinha, V., & Akkiraju, R. (2017). A new chatbot for customer service on social media. In Proceedings of the 2017 CHI Conference on Human Factors in Computing Systems (pp. 3506–3510). ACM. https://doi.org/10.1145/3025453.3025496 Yamane, T. (1967). Statistics: An introductory analysis (2nd ed.). Harper & Row. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.2307/1251929