Although anthropomorphic AI technologies nowadays are significantly changing the human-AI interaction, the mechanism of how voice-AI chatbots’ anthropomorphism affects users’ continuance behaviour is unclear. To explore the role of human-AI interaction and privacy concerns in the continuance intention of anthropomorphic voice-AI chatbots, a research model, based on parasocial relationship theory, is developed. The research model was then empirically tested against a cross-sectional survey from 473 voice-AI chatbot users and two-wave longitudinal data collected from 271 voice-AI chatbot users. The Structural Equation Modelling (SEM) results indicate that voice-AI chatbots’ anthropomorphism affects continuance intention via both human-AI interaction fluency and human-AI rapport building. In particular, the impact of voice-AI chatbots’ anthropomorphism on voice-AI chatbots’ continuance intention is fully mediated by human-AI interaction fluency and human-AI rapport building. Moreover, the influence of human-AI interaction fluency on voice-AI chatbots’ continuance intention will decrease and the impact of human-AI rapport building on voice-AI chatbots’ continuance intention will increase when users’ privacy concerns are high. The findings provide new insights into AI chatbot research from a human-AI interaction perspective. Developers of voice AI chatbots could focus on anthropomorphism, interaction and user information collection strategies to increase user continuance intention.

Maintaining consumer satisfaction is crucial for the online knowledge payment industry. However, the roles of knowledge contributors in generating consumer satisfaction are not well understood. This study integrates the stereotype content model and social exchange theory to investigate the relationships between contributor stereotypes and consumer satisfaction, as well as the mediating mechanisms and moderating factors. The survey data was collected from 523 Chinese knowledge consumers via a professional survey platform and analysed by combining partial least squares structural equation modelling (PLS-SEM) and fuzzy-set qualitative comparative analysis (fsQCA). The PLS-SEM findings indicate that both warmth and competence of knowledge contributors positively affect consumer satisfaction, and emotional value has a stronger mediating effect in the impact of contributor warmth, whereas functional value has a stronger mediating effect in the impact of contributor competence. Moreover, the effects of contributor warmth and competence are moderated by consumer gender and motivation, and contributor warmth (vs. competence) is more important for females and consumers with hedonic-dominant motivation, while contributor competence (vs. warmth) is more important for males and consumers with utilitarian-dominant motivation. The fsQCA results reinforce the findings from SEM analysis and provide additional insights regarding the configurations of conditions leading to high consumer satisfaction.

Despite a large number of retailers have embraced the voice shopping channels, the factors that determine consumers' voice shopping value co-creation intentions are still unclear. This study explores the impacts of two social cognition dimensions (competence and warmth) on voice shopping value co-creation intention from the perspectives of confidence in consumers themselves and in AI. Based on the social exchange theory and stimulus—organism—response, a research model was developed and empirically examined by data collected from 363 students at a university in China. The results of structural equation modeling (SEM) analysis indicate that perceived competence and perceived warmth positively affect confidence in consumers themselves and in AI and consequently determine voice shopping value co-creation intention. In addition, the impacts of confidence in consumers themselves and in AI on voice shopping value co-creation intention varies. The results of the fuzzy set qualitative comparative analysis (fsQCA) method further validate these findings.

Retaining consumers and facilitating their continuance are crucial for mobile service providers. Based on the theories of task-technology fit (TTF) and use-context fit (UCF), a research model that reflects the two fitness effects on consumers’ mobile channel continuance was developed and empirically tested against data collected from 358 mobile banking consumers of a national commercial bank in China. The results confirm the usefulness of the two fitness theories in explaining the mobile channel continuance and identify the concurrence effects of TTF and UCF on consumers’ mobile channel continuance. Specifically, this study found that task features and technology characteristics significantly affect TTF, which further determines mobile channel continuance. UCF was found to be an important antecedent of TTF and a significant determinant of mobile channel continuance. This study also found that perceived utilitarian and hedonic values influence mobile channel continuance directly and indirectly via UCF.

This paper aims to identify factors that affect consumers' web-mobile shopping extension behaviors. Drawing on the trust transfer theory, the present study investigates the trust transfer process (including trust in source, trust in target, and relationship between source and target) and its effect on consumers' benefit-sacrifice evaluations and behaviors toward mobile shopping extension. The research model was empirically tested on the data collected from 309 web-shopping users of a famous business-to-consumer retailer in China. The SEM analysis results indicate that trust in web shopping services and perceived integration between web and mobile shopping services positively affect trust in mobile shopping services. The results also demonstrate that the trust transfer process positively affects behaviors toward mobile shopping extension directly and indirectly via a dual mechanism: by enhancing perceived benefit and by reducing perceived risk of mobile shopping services. Theoretical and practical implications of these findings are discussed.

Consumers' perceived value plays a dominant role in determining the adoption of mobile technologies. However, behavior literature suggests that consumer value is context dependent. The current study attempts to understand the effects of use context on consumers' perceived value and adoption of mobile Internet. An adoption model that reflects the unique use context and the utilitarian values (perceived usefulness and perceived mobility) and hedonic values (perceived enjoyment and concentration) of mobile Internet was developed and empirically tested against data collected from 507 mobile Internet users in China. Structural equation analysis results indicate that consumers' values perceptions and adoption decisions are context dependent. The use context fully mediates the effects of utilitarian values and partially mediates the relationship between hedonic values and intention to use mobile Internet. Theoretical and practical implications of the findings are discussed.