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Author

Wafeequa Ben

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Conference Open access Aug 2026

Digital Trust in E-Commerce: A Netnographic Study of Risk, Security and Knowledge-Sharing

Thematic analysis reveals that online communities function as decentralised knowledge ecosystems where trust is collectively constructed through peer-led learning, emotional responses to risk and the use of cognitive heuristics in evaluating digital threats.

Wafeequa Ben · 0 citations
Conference Open access Aug 2026

AI Chatbot Knowledge-centric Services for Enhanced Customer Interaction

This study investigates the knowledge-centric quality service and responsiveness of a rule-based WhatsApp chatbot implemented by a South African mobile telecommunications service provider in resolving customer queries and offers a comprehensive framework for evaluating and enhancing chatbot effectiveness.

Sithembiso Khumalo, Tryphosa B. Mashigo, Wafeequa Ben · 0 citations

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