Chan, W.T.Y. and Leung, C.H. 2021. Mind the Gap: Discrepancy Between Customer Expectation and Perception on Commercial Chatbots Usage . Asian Journal of Empirical Research. 11, 1 (Mar. 2021), 1–10. DOI:https://doi.org/10.18488/journal.1007.2021.111.1.10.