Pathak, Kanishka, Prakash, Gyan, Samadhiya, Ashutosh, Kumar, Anil and Luthra, Sunil (2024) Impact of Gen-AI chatbots on consumer services experiences and behaviors: Focusing on the sensation of awe and usage intentions through a cybernetic lens. Journal of Retailing and Consumer Services, 82. Elsevier . ISSN 09696989 Available at: https://doi.org/10.1016/j.jretconser.2024.104120