Imtiaz Arif

Papers

Total Citations

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About

Imtiaz Arif is a leading scholar in technology adoption and service innovation, with a particular focus on the human-technology interface in frontline services. His most-cited work, "Chatbots in the frontline: drivers of acceptance" (2022, 55 citations), extends the service robot acceptance model (sRAM) by integrating functional, relational, social, user, and gratification elements to explain why people accept chatbots. This research is pivotal for understanding how artificial intelligence can be effectively deployed in customer-facing roles, bridging the gap between technical capability and user trust. Arif’s contributions are not merely theoretical; they offer practical insights for businesses designing conversational agents that feel both competent and personable. His work has been widely referenced by scholars examining digital transformation in service industries, and his citation count reflects a growing influence in the fields of human-computer interaction and marketing. By dissecting the drivers of chatbot acceptance, Arif has helped shape how organizations approach automation without sacrificing customer satisfaction. For students and researchers, his studies provide a robust framework for investigating emerging technologies in real-world contexts, making him a key voice in the conversation about the future of service delivery.