Vannam L E 1,and Tien Hai PHUNG2
1. Business School, National Economics University, Vietnam
2. National Economics University, Vietnam

MLA 8
L E, Vannam, and Tien Hai PHUNG. "The Role of Moderators in Transitioning From GenAI Chatbot Customer Experience To Customer Satisfaction in Digital Marketing." Int. j. of Social Science and Economic Research, vol. 9, no. 7, July 2024, pp. 2511-2532, doi.org/10.46609/IJSSER.2024.v09i07.028. Accessed July 2024.
APA 6
L E, V., & PHUNG, T. (2024, July). The Role of Moderators in Transitioning From GenAI Chatbot Customer Experience To Customer Satisfaction in Digital Marketing. Int. j. of Social Science and Economic Research, 9(7), 2511-2532. Retrieved from https://doi.org/10.46609/IJSSER.2024.v09i07.028
Chicago
L E, Vannam, and Tien Hai PHUNG. "The Role of Moderators in Transitioning From GenAI Chatbot Customer Experience To Customer Satisfaction in Digital Marketing." Int. j. of Social Science and Economic Research 9, no. 7 (July 2024), 2511-2532. Accessed July, 2024. https://doi.org/10.46609/IJSSER.2024.v09i07.028.

References
Abdaljaleel, M., Barakat, M., Alsanafi, M., Salim, N. A., Abazid, H., Malaeb, D., Mohammed, A. H., Hassan, B. A. R., Wayyes, A. M., & Farhan, S. S. (2024). A multinational study on the factors influencing university students’ attitudes and usage of ChatGPT. Scientific Reports, 14(1), 1983. https://doi.org/10.1038/s41598-024-52549-8
[2]. Abdelkader, O. (2021). Impacts of perceived-value and key features of distance education on marketing-students' overall-satisfaction. Elem. Educ. Online, 20(4), 3232-3244.
[3]. Ajlouni, A. O., Wahba, F. A.-A., & Almahaireh, A. S. (2023). Students' Attitudes Towards Using ChatGPT as a Learning Tool: The Case of the University of Jordan. International Journal of Interactive Mobile Technologies, 17(18). https://doi.org/10.3991/ijim.v17i18.41753
[4]. Armstrong, J. S., & Overton, T. S. (1977). Estimating Nonresponse Bias in Mail Surveys. Journal of marketing Research, 14(3), 396-402. https://doi.org/10.1177/002224377701400320
[5]. Ashfaq, M., Yun, J., Yu, S., & Loureiro, S. M. C. (2020). I, Chatbot: Modeling the determinants of users’ satisfaction and continuance intention of AI-powered service agents. Telematics and Informatics, 54, 101473. https://doi.org/10.1016/j.tele.2020.101473
[6]. Bella, C. (2023). 5 types of chatbot and how to choose the right one for your business. Retrieved 4 june from https://www.ibm.com/blog/chatbot-types/
[7]. Buchanan Lunsford, N., Berktold, J., Holman, D. M., Stein, K., Prempeh, A., & Yerkes, A. (2018). Skin cancer knowledge, awareness, beliefs and preventive behaviors among black and hispanic men and women. Preventive Medicine Reports, 12, 203-209. https://doi.org/10.1016/j.pmedr.2018.09.017
[8]. Chen, C., & Chen, F. (2021). Chatbots and customer experience: an empirical investigation. J. Interact. Market, 56, 101-113. https://doi.org/10.1016/j.intmar.2021.01.005
[9]. Chen, J.-S., Le, T.-T.-Y., & Florence, D. (2021). Usability and responsiveness of artificial intelligence chatbot on online customer experience in e-retailing. International Journal of Retail & Distribution Management, 49(11), 1512-1531. https://doi.org/10.1108/IJRDM-08-2020-0312
[10]. El Bakkouri, B., Raki, S., & Belgnaoui, T. (2022). The role of chatbots in enhancing customer experience: literature review. Procedia Computer Science, 203, 432-437. https://doi.org/10.1016/j.procs.2022.07.057
[11]. Elkhodr, M., Gide, E., Wu, R., & Darwish, O. (2023). ICT students’ perceptions towards ChatGPT: An experimental reflective lab analysis. STEM Education, 3(2), 70-88. https://doi.org/10.3934/steme.2023006
[12]. Fabrigar, L. R., MacCallum, R. C., Wegener, D. T., & Strahan, E. J. (1999). Evaluating the use of exploratory factor analysis in psychological research [Review]. Psychological Methods, 4(3), 272-299. https://doi.org/10.1037/1082-989X.4.3.272
[13]. Følstad, A., & Brandtzæg, P. B. (2017). Chatbots and the new world of HCI. interactions, 24(4), 38-42. https://doi.org/10.1145/3098277
[14]. Fornell, C., & Bookstein, F. L. (1982). Two structural equation models: LISREL and PLS applied to consumer exit-voice theory. Journal of marketing Research, 19(4), 440-452. https://doi.org/10.1177/002224378201900406
[15]. Gilson, A., Safranek, C. W., Huang, T., Socrates, V., Chi, L., Taylor, R. A., & Chartash, D. (2023). How Does ChatGPT Perform on the United States Medical Licensing Examination (USMLE)? The Implications of Large Language Models for Medical Education and Knowledge Assessment. JMIR Medical Education, 9(1), e45312. https://doi.org/10.2196/45312
[16]. Gordijn, B., & Have, H. t. (2023). ChatGPT: evolution or revolution? Medicine, Health Care and Philosophy, 26(1), 1-2. https://doi.org/10.1007/s11019-023-10000-w
[17]. Gunawan, J. (2023). Exploring the future of nursing: Insights from the ChatGPT model. Belitung Nursing Journal, 9(1), 1. https://doi.org/10.33546/bnj.1675
[18]. Gunawardane, G. (2023). Enhancing customer satisfaction and experience in financial services: a survey of recent research in financial services journals. Journal of Financial Services Marketing, 28(2), 255-269.
[19]. Hair, J. (2009). Multivariate Data Analysis: A Global Perspective (7th ed.). Prentice Hall.
[20]. Haleem, A., Javaid, M., & Singh, R. P. (2022). An era of ChatGPT as a significant futuristic support tool: A study on features, abilities, and challenges. BenchCouncil transactions on benchmarks, standards and evaluations, 2(4), 100089. https://doi.org/10.1016/j.tbench.2023.100089
[21]. Haugeland, I. K. F., Følstad, A., Taylor, C., & Bjørkli, C. A. (2022). Understanding the user experience of customer service chatbots: An experimental study of chatbot interaction design. International Journal of Human-Computer Studies, 161, 102788. https://doi.org/10.1016/j.ijhcs.2022.102788
[22]. Jenneboer, L., Herrando, C., & Constantinides, E. (2022). The impact of chatbots on customer loyalty: A systematic literature review. Journal of Theoretical and Applied Electronic Commerce Research, 17(1), 212-229. https://doi.org/10.3390/jtaer17010011
[23]. Karatepe, O. M. (2011). Service quality, customer satisfaction and loyalty: the moderating role of gender. Journal of Business Economics and Management, 12(2), 278-300. https://doi.org/10.1108/JSTP-12-2019-0316
[24]. Kim, J., Choi, I., & Li, Q. (2021). Customer satisfaction of recommender system: Examining accuracy and diversity in several types of recommendation approaches. Sustainability, 13(11), 6165. https://doi.org/10.3390/su13116165
[25]. Kim, S., & Lee, K. (2014). The role of technological familiarity and user experience in customer satisfaction: A study in the context of mobile applications. International Journal of Information Management, 34(4), 456-468.
[26]. Klang, E., & Levy-Mendelovich, S. (2023). Evaluation of OpenAI’s large language model as a new tool for writing papers in the field of thrombosis and hemostasis. Journal of Thrombosis and Haemostasis, 21(4), 1055-1058. https://doi.org/10.1111/jth.15453
[27]. Lin, H.-F. (2008). Determinants of successful virtual communities: Contributions from system characteristics and social factors. Information & Management, 45(8), 522-527. https://doi.org/10.1016/j.im.2008.08.002
[28]. Loh, E. (2023). ChatGPT and generative AI chatbots: challenges and opportunities for science, medicine and medical leaders. BMJ leader, leader-2023-000797. https://doi.org/10.1136/leader-2023-000797
[29]. McColl-Kennedy, J., & Schneider, U. (2000). Measuring customer satisfaction: why, what and how. Total quality management, 11(7), 883-896. https://doi.org/10.1080/09544120050135434
[30]. Meyers, L. S., Gamst, G., & Guarino, A. J. (2016). Applied Multivariate Research: Design and Interpretation. SAGE Publications. https://books.google.com.vn/books?id=bm51DQAAQBAJ
[31]. Misischia, C. V., Poecze, F., & Strauss, C. (2022). Chatbots in customer service: Their relevance and impact on service quality. Procedia Computer Science, 201, 421-428. https://doi.org/10.1016/j.procs.2022.03.055
[32]. OpenAI, A. (2018). Openai five. In.
[33]. Parasuraman, A., & Colby, C. L. (2007). Techno-ready marketing: How and why your customers adopt technology. The Free Press.
[34]. Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879-903. https://doi.org/10.1037/0021-9010.88.5.879
[35]. Quintino, A. R. P. (2019). The impact of chatbot technology attributes on customer experience: an example in telecom
[36]. Ramesh, A., & Chawla, V. (2022). Chatbots in marketing: A literature review using morphological and co-occurrence analyses. Journal of Interactive Marketing, 57(3), 472-496. https://doi.org/10.1177/10949968221095549
[37]. Rieke, T. D. (2018). The impact of Chatbots characteristics on Customer Satisfaction within the Portuguese Millennial population.
[38]. Rospigliosi, P. a. (2023). Artificial intelligence in teaching and learning: what questions should we ask of ChatGPT? In (Vol. 31, pp. 1-3): Taylor & Francis.
[39]. Rudolph, J., Tan, S., & Tan, S. (2023). ChatGPT: Bullshit spewer or the end of traditional assessments in higher education? Journal of applied learning and teaching, 6(1), 342-363. https://doi.org/10.37074/jalt.2023.6.1.6
[40]. Shumanov, M., & Johnson, L. (2021). Making conversations with chatbots more personalized. Computers in Human Behavior, 117, 106627. https://doi.org/10.1016/j.chb.2020.106627
[41]. Silva, F. A., Shojaei, A. S., & Barbosa, B. (2023). Chatbot-based services: a study on customers’ reuse intention. Journal of Theoretical and Applied Electronic Commerce Research, 18(1), 457-474. https://doi.org/10.3390/jtaer18010024
[42]. Smith, T. M. F. (1983). On the Validity of Inferences from Non-random Sample. Journal of the Royal Statistical Society. Series A (General), 146(4), 394-403. https://doi.org/10.2307/2981454
[43]. Taecharungroj, V. (2023). “What can ChatGPT do?” Analyzing early reactions to the innovative AI chatbot on Twitter. Big Data and Cognitive Computing, 7(1), 35. https://doi.org/10.3390/bdcc7010035
[44]. Tlili, A., Shehata, B., Adarkwah, M. A., Bozkurt, A., Hickey, D. T., Huang, R., & Agyemang, B. (2023). What if the devil is my guardian angel: ChatGPT as a case study of using chatbots in education. Smart Learning Environments, 10(1), 15.
[45]. Van den Broeck, E., Zarouali, B., & Poels, K. (2019). Chatbot advertising effectiveness: When does the message get through? Computers in Human Behavior, 98, 150-157. https://doi.org/10.1016/j.chb.2019.04.009
[46]. Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009). Customer Experience Creation: Determinants, Dynamics and Management Strategies. Journal of Retailing, 85(1), 31-41. https://doi.org/10.1016/j.jretai.2008.11.001
[47]. Vij, S., & Farooq, R. (2017). Moderating variables in business research. The IUP Journal of Business Strategy, 14(4), 34-54. https://ssrn.com/abstract=3219666
[48]. Wolf, J. A., Niederhauser, V., Marshburn, D., & LaVela, S. L. (2021). Reexamining “Defining Patient Experience”: the human experience in healthcare. Patient Experience Journal, 8(1), 16-29.
[49]. Yang, X., & Zhang, M. (2024). GenAI Distortion: The Effect of GenAI Fluency and Positive Affect. Computers & education. https://doi.org/10.48550/arXiv.2404.17822
[50]. Yeo-Teh, N. S. L., & Tang, B. L. (2023). Letter to editor: NLP systems such as ChatGPT cannot be listed as an author because these cannot fulfill widely adopted authorship criteria. Accountability in research, 1-3. https://doi.org/10.1080/08989621.2023.2032765