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Human-Computer Interaction in Customer Service: The Experience with AI Chatbots—A Systematic Literature Review
16 references·3 citing·49 second hop
Human-Computer Interaction in Customer Service: The Experience with AI Chatbots—A Systematic Literature Review (2022)Human-Computer Interaction in Customer Se…Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI (2021)Understanding anthropomorphis…The PRISMA 2020 statement: an updated guideline for reporting systematic reviews (2021)The PRISMA 2020 statement: an…Blame the Bot: Anthropomorphism and Anger in Customer–Chatbot Interactions (2021)Blame the Bot: Anthropomorphi…AI-based chatbots in customer service and their effects on user compliance (2020)AI-based chatbots in customer…Frontiers: Machines vs. Humans: The Impact of Artificial Intelligence Chatbot Disclosure on Customer Purchases (2019)Frontiers: Machines vs. Human…The Impact of Digital Transformation on the Retailing Value Chain (2018)The Impact of Digital Transfo…Psychological, Relational, and Emotional Effects of Self-Disclosure After Conversations With a Chatbot (2018)Psychological, Relational, an…The return of the chatbots (2016)The return of the chatbotsA Guide to Conducting a Standalone Systematic Literature Review (2015)A Guide to Conducting a Stand…What literature review is not: diversity, boundaries and recommendations (2014)What literature review is not…Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Consumer Acceptance and Use o…Systematic Reviews in the Social Sciences (2006)Systematic Reviews in the Soc…A Systems Approach to Conduct an Effective Literature Review in Support of Information Systems Research (2006)A Systems Approach to Conduct…The DeLone and McLean Model of Information Systems Success: A Ten-Year Update (2003)The DeLone and McLean Model o…Analyzing the Past to Prepare for the Future: Writing a Literature Review (2002)Analyzing the Past to Prepare…Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Understanding Information Sys…The Next-Generation Shopper: A Study of Generation-Z Perceptions of AI in Online Shopping (2024)The Next-Generation Shopper: …New Era of Artificial Intelligence in Education: Towards a Sustainable Multifaceted Revolution (2023)New Era of Artificial Intelli…ChatGPT and consumers: Benefits, Pitfalls and Future Research Agenda (2023)ChatGPT and consumers: Benefi…Information Systems Success: The Quest for the Dependent Variable (1992)Understanding Information Technology Usage: A Test of Competing Models (1995)The balanced scorecard: Translating strategy into action (1997)Design science in information systems research (2004)Design Science in Information Systems Research1 (2004)Technology Acceptance Model 3 and a Research Agenda on Interventions (2008)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)The theory of planned behavior (1991)Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research (2006)Diffusion of Innovations 1 (2019)Strategies for Theorizing from Process Data (1999)Review : Knowledge Management and Knowledge Management Systems: Conceptual Foundations And Research Issues1,2 (2001)Does Gamification Work? -- A Literature Review of Empirical Studies on Gamification (2014)Digital transformation: A multidisciplinary reflection and research agenda (2019)Literature review as a research methodology: An overview and guidelines (2019)Self-efficacy: Toward a unifying theory of behavioral change. 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References

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  • 2012Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology117,028 cited
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  • 2018Psychological, Relational, and Emotional Effects of Self-Disclosure After Conversations With a Chatbot730 cited
  • 2018

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The Impact of Digital Transformation on the Retailing Value Chain
650 cited
  • 2016The return of the chatbots554 cited
  • 2014What literature review is not: diversity, boundaries and recommendations547 cited
  • Cited by

    • 2023New Era of Artificial Intelligence in Education: Towards a Sustainable Multifaceted Revolution1,734 cited
    • 2023ChatGPT and consumers: Benefits, Pitfalls and Future Research Agenda389 cited
    • 2024The Next-Generation Shopper: A Study of Generation-Z Perceptions of AI in Online Shopping105 cited