Abstract
Artificial intelligence (AI), particularly AI-based chatbots, has transformed customer service interactions across multiple industries. However, a significant discrepancy exists between organizations' favorable attitudes toward AI implementation and consumers' potential resistance to these technologies. Employing a structured narrative review, this paper reviews, reassesses and categorizes established individual-level technology acceptance frameworks, specifically the Technology Acceptance Model (TAM), the Unified Theory of Acceptance and Use of Technology (UTAUT/UTAUT2), and the Artificial Intelligence Device Use Acceptance (AIDUA) model, to explain consumer adoption of AI chatbots. While established antecedents such as perceived usefulness and effort expectancy remain relevant, the distinct nature of AI necessitates adapting these frameworks with emerging antecedents, notably anthropomorphism, perceived intelligence, trust, perceived risk, and authenticity. The paper further explores broader behavioral models (Theory of Reasoned Action, Theory of Planned Behavior) and macro-level perspectives (Diffusion of Innovations) to capture adoption patterns over time. Finally, directions for future research are outlined, emphasizing empirical validation of emerging antecedents and expanding inquiry to broader AI marketing applications such as dynamic pricing and AI-generated content.
Cuvinte cheie
Artificial intelligence
technology acceptance
chatbots
customer service
marketing
Istoric articol
Publicat
31.08.2026
Informații autori
Citare recomandată
Bogdan-Alexandru Panduru (2026). Consumer Acceptance of AI Chatbots in Marketing: Reassessing and Extending Technology Acceptance Models. Constantin Brâncuși University of Târgu Jiu Economics Series, 2(1), 671–677. https://doi.org/10.65631/jes.4.2026.62
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