Advertising Vietnam (2017). Thoi dai cua chatbot dang duoc khai sang ở 5 linh vuc day tiem nang, [online] Oct 2017. Available at: .
Oliver, R. L., & Anderson, E. (1994). An empirical test of the consequences of behavior-and outcome-based sales control systems. Journal of Marketing, 58(4), 53-67.
Anderson, E. W., & Fornell, C. (2000). Foundations of the American customer satisfaction in-dex. Total quality management, 11(7), 869-882.
Anh, B. D. (2017). Nghien cuu mo hinh PCFGs va ngon ngu AIML trong xay dung chatbot ho tro hoc tieng Anh. MSc. University of Engineering and Technology.
Balmer, J. M., Mukherjee, A., Greyser, S. A., & Jenster, P. (2006). Corporate marketing. European Journal of Marketing, 40(7/8), 730–741.
Barsky, J. D. (1992). Customer satisfaction in the hotel industry: meaning and measure-ment. Hospitality Research Journal, 16(1), 51-73.
Brady, M. K., & Cronin Jr, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of Marketing, 65(3), 34-49.
Business Insider Intelligent (2016). 44% of US consumers want chatbots over humans for customer re-lations, [online] Dec 2016. Available at: .
Calantone, R. J., Di Benedetto, A., & Rubera, G. (2018). Launch activities and timing in new product development. Journal of Global Scholars of Marketing Science, 28(1), 33-41.
Chi, C. (2017). The 5 Best Messaging Apps for Marketing in 2017. [Online]
Available at: .
Chiou, J. S., & Droge, C. (2006). Service quality, trust, specific asset investment, and expertise: Direct and indirect effects in a satisfaction-loyalty framework. Journal of the Academy of Marketing Sci-ence, 34(4), 613-627.
Choi, E., Ko, E., & Kim, A. J. (2016). Explaining and predicting purchase intentions following luxury-fashion brand value co-creation encounters. Journal of Business Research, 69(12), 5827-5832.
Correa, T., Hinsley, A. W., & De Zuniga, H. G. (2010). Who interacts on the Web? The intersection of users' personality and social media use. Computers in Human Behavior, 26(2), 247–253.
Coulter, K. S., Gummerus, J., Liljander, V., Weman, E., & Pihlström, M. (2012). Customer Engage-ment in a Facebook Brand Community. Management Research Review, 35(9), 857-877.
Cronin Jr., J. J., & Taylor, S. (1992). Measuring service quality: A reexamination and extension. The Journal of Marketing, 56, 55-68. https://doi.org/10.2307/1252296
Cronin Jr, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and cus-tomer satisfaction on consumer behavioral intentions in service environments. Journal of Retail-ing, 76(2), 193-218.
Crosby, L. A., & Johnson, S. L. (2002). Going my way? Marketing Management, 11(4), 10–11.
Czepiel, J. A., & Gilmore, R. (1987). Exploring the concept of loyalty in services. The Services chal-lenge: Integrating for competitive advantage, 91-94.
Danang Center for Tourism (2017). [Online] Available at: .
Dhaoui, C. (2014). An empirical study of luxury brand marketing effectiveness and its impact on con-sumer engagement on Facebook. Journal of Global Fashion Marketing, 5(3), 209–222.
Dodds, W. B., Monroe, K. B., & Grewal, D. (1991). Effects of price, brand, and store information on buyers’ product evaluations. Journal of Marketing Research, 28(3), 307-319.
Eggert, A., & Ulaga, W. (2002). Customer perceived value: a substitute for satisfaction in business markets?. Journal of Business & Industrial marketing, 17, 107-118.
Escobar, A. (2016). The impact of the digital revolution in the development of market and communi-cation strategies for the luxury sector (fashion luxury). Central European Business Review, 5(2), 17.
File, K. M., Judd, B. B., & Prince, R. A. (1992). Interactive marketing: the influence of participation on positive word‐of‐mouth and referrals. Journal of Services Marketing, 6, 5-14.
Fionda, A. M., and Moore, C. M., 2009. The anatomy of the luxury fashion brand. Journal of Brand Management, 16(5–6), 347–363.
Fornell, C. (1992). National customer satisfaction barometer: the Swedish experience. Journal of Marketing, 56 (January), 6-21.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: nature, purpose, and findings. Journal of marketing, 60(4), 7-18.
Gartner (2018). Predicts a Virtual World of Exponential Change - Smarter with Gartner, 04 Jan. Gart-ner, [online]. Available at: .
Gautam, V., & Sharma, V. (2017). The mediating role of customer relationship on the social media marketing and purchase intention relationship with special reference to luxury fashion brands. Journal of Promotion Management, 23(6), 872-888.
Gerpott, T. J., Rams, W., & Schindler, A. (2001). Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market. Telecommunications policy, 25(4), 249-269.
Go, E., & Sundar, S. S. (2019). Humanizing chatbots: The effects of visual, identity and conversation-al cues on humanness perceptions. Computers in Human Behavior, 97, 304-316.
Godey, B., Manthiou, A., Pederzoli, D., Rokka, J., Aiello, G., Donvito, R., & Singh, R. (2016). Social media marketing efforts of luxury brands: Influence on brand equity and consumer behav-ior. Journal of business research, 69(12), 5833-5841.
Gremler, D. D., & Brown, S. W. (1999). The loyalty ripple effect: Appreciating the full value of cus-tomers. International Journal of Service Industry Management, 10(3), 271-293.
Hagberg, J., Sundström, M., & Nicklas, E. Z. (2016). The digitalization of retailing: an exploratory framework. International Journal of Retail & Distribution Management, 44(7), 694-712.
Hair, J. F., Anderson, R. E., Babin, B. J., & Black, W. C. (2010). Multivariate data analysis: A global perspective (Vol. 7).
Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: An empirical study. International Journal of Service Industry Management, 7, 27-42.
Hirschman, A. O. (1970). Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and States. Harvard University Press- Business and Economics.
Hootsuite (2019). Digital 2019: Global digital yearbook.
Howlett, N. (2017). How machine learning is developing to get more insight from complex voice-of-customer data. Applied Marketing Analytics, 3(3), 250-254.
Hsu, H. (2006). An empirical study of web site quality, customer value, and
customer satisfaction based on e-shop. The Business Review, 5(1), 190–193.
Khan, R., & Das, A. (2018). Build Better Chatbots: A Complete Guide to Getting Started with Chat-bots. 1st ed. Bangalore.
Kim, A. J., & Ko, E. (2010). Impacts of luxury fashion brand's social media marketing on customer re-lationship and purchase intention. Journal of Global Fashion Marketing, 1(3), 164–171.
Kim, A. J., & Ko, E. (2012). Do social media marketing activities enhance customer
equity? An empirical study of luxury fashion brand. Journal of Business Research, 65(10), 1480–1486.
Kim, J., Kang, S., & Taylor, C. R. (2018). Technology driven experiences from mobile direct to virtu-al reality. Journal of Global Scholars of Marketing Science, 28(1), 96–102.
Kline, R. B. (2015). Principles and practice of structural equation modeling. New York: Guilford Pub-lications.
Ko, E., Phau, I., & Aiello, G., 2016. Luxury brand strategies and customer experiences: Contributions to theory and practice. Journal of Business Research, 69(12), 5749–5752.
Kotler, P. (2000). Marketing Management: The Millennium Edition. Person Prentice Hall, Upper Sad-dle River.
Kristensen, K., Martensen, A., & Gronholdt, L. (2000). Customer satisfaction measurement at post Denmark: results of application of the European customer satisfaction index methodology. Total Quality Management, 11(7), 1007-1015.
Maxham III, J. G., & Netemeyer, R. G. (2002). A longitudinal study of complaining customers' evalu-ations of multiple service failures and recovery efforts. Journal of Marketing, 66(4), 57-71.
Marwan, A. (2019). Impact of artificial intelligence on education for employment:(learning and em-ployability Framework).
Nealon, G. (2018). Using Facebook messenger and chatbots to grow your audience, June, Forbes,
Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the customer. New York.
Oliver, R.L., & Swan, J.E. (1989). Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach. Journal of Marketing, 53, p21.
Oliver, R.L. (1981). Measurement and Evaluation of Satisfaction Processes in Retail Settings. Journal of Retailing, 5, 25-48.
O'Loughlin, C., & Germà, C. (2002). Application of the European Customer Satisfaction Index to Postal Services. Structural Equation Models versus Partial Least Squares. Working Papers of the Department of Economics, No4. University of Girona, Department of Economics, University of Gi-rona.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measur-ing consumer perc. Journal of Retailing, 64(1), 12.
Parasuraman, A., Zeithaml, V., & Berry, L. (2002). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Retailing: Critical Concepts, 64(1), 140.
Parasuraman, A., Berry, L.L., & Zeithaml, V. A. (1991). Understanding customer expectations of ser-vice. Sloan Management Review, 32(3), 39.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for as-sessing electronic service quality. Journal of Service Research, 7(3), 213-233.
Perrey, J., & Spillecke, D. (2011). Retail marketing and branding: A definitive guide to maximizing ROI. Wiley, Pt.2, Ch.9.
Peterson, R. A. (1994). A meta-analysis of Cronbach's coefficient alpha. Journal of Consumer Re-search, 21(2), 381-391.
Refine (2017). The Difference Between Artificial Intelligence Chat Bots and Rule Based Bots. [Online]. Available at: .
Santini, F. D. O., Ladeira, W. J., Vieira, V. A., Araujo, C. F., & Sampaio, C. H. (2019). Antecedents and consequences of impulse buying: a meta-analytic study. RAUSP Management Journal, 54(2), 178-204.
Serban, I. V., Sankar, C., Germain, M., Zhang, S., Lin, Z., Subramanian, S., ... & Rajeshwar, S. (2017). A deep reinforcement learning chatbot. arXiv preprint arXiv:1709.02349.
Shriftman, J. (2017). 4 chatbot predictions for 2017, [online] Jan 2017. Available at: .
Smith, K. A., & Bolton, R. (1998). An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril? Journal of Service Research, 1, 65-81.
Tan, K. C., & Pawitra, T. A. (2001). Integrating SERVQUAL and Kano’s model into QFD for service excellence development. Managing Service Quality: An International Journal, 11, 418-430.
Kogut, B., & Singh, H. (1988). The effect of national culture on the choice of entry mode. Journal of International Business studies, 19(3), 411-432.
Singh, J., (1988). Consumer complaint intentions and behavior: Definitional and taxonomical is-sues. Journal of Marketing, 52(1), 93-107.
Song, S., Liu, L., Edwards, S. V., & Wu, S. (2012). Proceedings of the National Academy of Scienc-es, Sep 2012, 109(37) 14942-14947.
Statista (2017). Chatbot Market size 2015-2024; [online]. Available at: .
Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions. Journal of Retail-ing, 70(2), 163-178.
Topbots (2017). 110 Brands Innovating with Bots. Available at: .
Ubisend (2017). Chatbot Survey: We now live in an on-demand society, time to get prepared.
Wang, Y., Lo, H. P., & Yang, Y. (2004). An integrated framework for service quality, customer value, satisfaction: Evidence from China's telecommunication industry. Information Systems Fron-tiers, 6(4), 325-340.
Wong, I. A., & Dioko, L. D. A. (2013). Understanding the mediated moderating role of customer ex-pectations in the customer satisfaction model: The case of casinos. Tourism Management, 36, 188-199.
Woodside, A. G., & Ko, E. (2013). Luxury fashion and culture (7th ed.). Emerald Group Publishing, Ch1.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality and value: A mean send model and synthesis of evidence. Journal of Marketing, 52(3), 2–22.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46.