Λεπτομέρειες βιβλιογραφικής εγγραφής
| Τίτλος: |
Trust (or not) the bot? Understanding recommendation adoption and stickiness to the robo-advisor. |
| Συγγραφείς: |
Wang, Chuixin1 (AUTHOR) 1002265293@ucsiuniversity.edu.my, Aw, Eugene Cheng-Xi1,2 (AUTHOR) eugenecx.aw@gmail.com |
| Πηγή: |
International Journal of Bank Marketing. 2026, Vol. 44 Issue 8, p1718-1739. 22p. |
| Θεματικοί όροι: |
*Robo-advisors (Financial planning), *Financial inclusion, *Algorithms, *Brand image, *Recommender systems, Self-efficacy |
| Περίληψη: |
Purpose: This study applies CASA theory to examine how algorithmic, technological, and branding factors, along with customer empowerment, shape AI-enabled experiences and influence the adoption of robo-advisor recommendations and stickiness to the robo-advisor. Design/methodology/approach: This study uses the partial least squares-structural equation model (PLS-SEM) and combined importance-performance map analysis (cIPMA). Findings: Research findings indicate that explainability, brand reputation and perceived anthropomorphism, task technology fit positively impact customer empowerment. Customer empowerment contributes positively to the AI-enabled experience. In turn, AI-enabled experience influences the adoption of recommendations and customers' stickiness with the robo-advisor. The cIPMA results show that, for recommendation adoption, AI-enabled experience and customer empowerment are the key factors that require prioritization, whereas, for stickiness to the robo-advisor, customer empowerment requires prioritization. Originality/value: This study integrates CASA theory, signaling theory, and related constructs within the robo-advisor context, revealing how customer empowerment channels the effects of the human likeness factor, technology factor, branding factor and algorithm perception factor on the AI-enabled experience. This study also provides practical implications for enhancing users' recommendation adoption and stickiness to the robo-advisor, with particular relevance for financial inclusion initiatives. [ABSTRACT FROM AUTHOR] |
|
Copyright of International Journal of Bank Marketing is the property of Emerald Publishing Limited and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.) |
| Βάση Δεδομένων: |
Business Source Index |