AI Customer Service Acceptance
Marketing & SalesReliability: alpha 0.893 sample items
About this scale
A multi-item measure of consumer acceptance of AI customer-service agents (chatbots, voice assistants), including preferred channel, trust, and satisfaction.
Sample item(s)
“I prefer to interact with an AI agent for simple customer-service queries”
“AI agents resolve my issues effectively”
“I would rather wait for a human agent than talk to a chatbot (reverse)”
Reliability
Reported internal consistency: alpha 0.89. As a rule of thumb, Cronbach’s α ≥ .70 is considered acceptable, ≥ .80 good, and ≥ .90 excellent for established measures.
Notes
Pair with chatbot service quality and trust.
Source & citation
Adam, M., Wessel, M., & Benlian, A. (2021): AI-based chatbots in customer service and their effects on user compliance. Electronic Markets, Vol. 31, No. 2, pp. 427–445.
Adam, Wessel & Benlian (2021): AI chatbots in customer service. Electronic Markets, 31(2), 427–445.
Source. Scale details are summarised from the publication cited above. Always consult the original source for the full item set, scoring, and permission to use.
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