
Intelligent conversational agents (ICAs) are revolutionizing how humans interact with information systems. Our research investigates user acceptance of ICAs in this suboptimal condition of commercial customer service. Drawing from the dual perspectives of expectancy confirmation theory and task technology fit theory, we theorize and test an integrated research model on the collective impact of user expectancy confirmation regarding ICA capabilities and their assessment of service-ICA fit on user acceptance. Even though ICA performance may not always meet user expectations, users are still willing to engage with ICA services when they perceive the ICA as a fitting solution for their specific service complexity and availability requirements.
袁雨飞
袁雨飞教授,美国密西根大学计算机信息系统博士,加拿大麦克马斯特大学DeGroote商学院信息系统终身教授,博士生导师,麦克马斯特电子商务研究中心特别顾问,曾担任加拿大麦克马斯特大学管理科学及系统系主任、Wayne C. Fox企业创新首席教授。主要研究方向包括人工智能、大数据分析、医疗信息系统,和移动商务等,在高水平期刊MIS Quarterly, Management Science, Journal of Management Information Systems等发表100多篇学术论文。
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