“How mAy I help you today?” The use of AI chatbots in small family businesses and the moderating role of customer affective commitment
www-sciencedirect-com.ezproxy.herts.ac.uk/science/article/pii/S0148296322007184?via%3Dihub
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absence of humans may not meet customers’ traditional expectations
a need to integrate human qualities with AI is highlighted
loss of the human touch and the distrust of algorithms making ethical decisions (
leading to customer pushback
risks and issues related to privacy violations, information bias, discrimination, or manipulation are challenges in chatbot adoptio
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