Artificial intelligence (AI) conversational agents (CA) or chatbots represent one of the technologies that can provide automated customer service for companies, a trend encountered in recent years. Chatbot use is beneficial for companies when associated with positive customer experience. The purpose of this paper is to analyze the overall customer experience with customer service chatbots in order to identify the main influencing factors for customer experience with customer service chatbots and to identify the resulting dimensions of customer experience (such as perceptions/attitudes and feelings and also responses and behaviors). The analysis uses the systematic literature review (SLR) method and includes a sample of 40 publications that present empirical studies. The results illustrate that the main influencing factors of customer experience with chatbots are grouped in three categories: chatbot-related, customer-related, and context-related factors, where the chatbot-related factors are further categorized in: functional features of chatbots, system features of chatbots and anthropomorphic features of chatbots. The multitude of factors of customer experience result in either positive or negative perceptions/attitudes and feelings of customers. At the same time, customers respond by manifesting their intentions and/or their behaviors towards either the technology itself (chatbot usage continuation and acceptance of chatbot recommendations) or towards the company (buying and recommending products). According to empirical studies, the most influential factors when using chatbots for customer service are response relevance and problem resolution, which usually result in positive customer satisfaction, increased probability for chatbots usage continuation, product purchases, and product recommendations.

The advent of the digital economy and, implicitly, of competition in the online marketplace has triggered new challenges in terms of consumer protection approaches. Online, consumer skills are expected to be improved and the level of consumer awareness and engagement increased. These are the baseline prerequisites of the sustainable purchasing decision and, thus, should be considered as pillars of responsible online consumption. Consistent with the novel consumption challenges, the current paper is intended to advance and test a research model integrating five main constructs, namely, competition in the online marketplace, online consumer skills, online consumer awareness, online consumer engagement and sustainable purchasing decision. A total of 318 college students—a representative population of the new Millennials generation—accepted the invitation to participate in a questionnaire-based survey. In order to pertinently analyze the collected data, a structural equation modeling technique based on partial least squares was employed for the assessment of the measurement and the structural model. The findings indicated that the model explained 24.4 percent of the variance of sustainable purchasing decisions, while the highest influence was exerted by the improvement of online consumer skills. This implies that online providers should revisit their products sustainability standards on purpose to preserve a competitive advantage.

The paper takes into discussion the issue of quality of higher education services, from the perspective of graduates and employers as main beneficiaries of higher education services, by putting face to face expectations of students at graduation with employers’ requirements. In the two surveys conducted in 2006 in Romania, both graduates and employers have been asked about skills and abilities developed through higher education programmes and the extent to which these correspond to their expectations and requirements. The discussion is relevant to the vast literature presenting the skills debate, employment and graduates transition to the labour market, as well as to the literature presenting students’ expectations from higher education.

The article aims to analyze the importance of reinforcing the relational capital of the small- and medium-sized enterprises (SMEs) in the context of a globalized market. It elaborates on the influences of competitiveness on online versus offline business networking with a view to achieve effectiveness in the European steel pipe SMEs internationalization process. The results indicate that internationalization effectiveness is indirectly influenced by competitiveness, with online and offline networking mediating the relationship between the two variables.

Purpose: This paper aims to present a model of the employability confidence of graduates using employability skills. The purpose of the study is twofold: to identify to what extent self-perceived employability skills (input employability) influence the employability confidence of students/graduates (output employability) and to identify if there are determinant relationships between categories of employability skills.Design/methodology/approach: The researchers for this study built and tested an employability confidence model which included seven constructs. Six focussed on employability skills “professional skills, transferable individual skills, transferable social skills, personal qualities, job seeking skills and corporate work-related skills”, while the last one focussed on employability confidence, seen as the students’/graduates’ self-reliance for getting and maintaining a job. The model was refined using structural equation modelling (with SmartPLS 3 SEM software) and was tested by empirically, analysing a sample of participants studying business.Findings: The results illustrated that four categories of skills (personal qualities, professional skills, job seeking skills and transferable social skills) have a positive and significant influence on students’/graduates’ employability confidence, while individual transferable skills and corporate-related skills do not have a significant influence on employability confidence.Research limitations/implications: The study contributed to the exiting literature by proposing a new model and measurement instrument that links input employability (individual employability skills) with output employability (employability confidence). The model emphasizes the complete range of individual employability skills, the types of skills that are in the control of the individual. It also contributed by collecting data from a less studied country and region, Romania, that can be considered relevant for Central and Eastern Europe due to similar economic, political, cultural and historical characteristics.Practical implications: From a practical point of view, the results can be of interest to individuals, to universities and the teaching staff, to organizations and their human resource specialists, and to public administrators, as they all can act to support the development of individual employability skills, thereby helping to increase the employability confidence of individuals.Originality/value: The study contributed to the exiting literature not only by proposing a new conceptual model to analyse employability confidence but also by collecting data from a less studied region, Romania, that can be considered relevant for Central and Eastern Europe due to similar economic, political, cultural and historical characteristics.

Corporate social responsibility (CSR) is a trend that manifests on a global level. The positive effects of CSR initiatives depend on the reaction of stakeholders, among which customers represent an important category. The purpose of this paper was to analyse the impact that CSR initiatives of cosmetics companies have on customer behaviour in both the short-term (buying intention) and the long-term (client loyalty) in the case of electronic commerce. Starting from the existing literature, the conceptual model proposed different dimensions of CSR as influencers (legal and ethical, philanthropic and community services, respect for environment, respect for consumers), and as mediators, which were considered as the brand trust and the competitive advantage of the company. The research method used was quantitative with the empirical data being collected from 1265 actual and potential consumers of cosmetic products. The hypotheses were tested using the partial least squares structural equation modelling (PLS-SEM). The main findings illustrated positive relationships between CSR and both buying intention and client loyalty, as the two facets of consumer behaviour. The interpretation is that CSR activities can increase both the consumer intentions to buy cosmetics products provided by CSR-involved companies, and increase the long-term customer loyalty for these companies. The research also provided evidence for a strong mediation effect of brand trust for both sides of customer behaviour. This illustrates that when brand trust is higher the effect of CSR initiatives on customer behaviour increases. The paper includes theoretical and practical contributions associated to the results of the research.