Yang Cheng

How Do AI-driven Chatbots Impact User Experience? Examining Gratifications, Perceived Privacy Risk, Satisfaction, Loyalty, and Continued Use

Yang Cheng, Hua Jiang · Journal of Broadcasting & Electronic Media · 2020 · 385 citations

Customer–brand relationship in the era of artificial intelligence: understanding the role of chatbot marketing efforts

Yang Cheng, Hua Jiang · Journal of Product & Brand Management · 2021 · 334 citations

Artificial Intelligence, Customer Satisfaction, Customer Experience +22

AI-powered chatbot communication with customers: Dialogic interactions, satisfaction, engagement, and customer behavior

Hua Jiang, Yang Cheng, Jeongwon Yang et al. · Computers in Human Behavior · 2022 · 260 citations

Conversational User Interface, Customer Satisfaction, Chatbot +14

How Social Media Is Changing Crisis Communication Strategies: Evidence from the Updated Literature

Yang Cheng · Journal of Contingencies and Crisis Management · 2016 · 214 citations

Social Medium Monitoring, Communication Social Change, Crisis Management +23

Consumer response to fake news about brands on social media: the effects of self-efficacy, media trust, and persuasion knowledge on brand trust

Zifei Fay Chen, Yang Cheng · Journal of Product & Brand Management · 2019 · 181 citations

Fake News, Digital Marketing, Consumer Research +24