This study identified the research trends and intellectual structure of chatbots, through
chatbot-related articles to suggest a future research agenda. Systematic literature reviews …

This study aims to explore the use of ChatGPT-4 in generating management responses to
customer reviews or complaints posted on Tripadvisor. Customer reviews and management …

Robot service failure and subsequent user behavioral responses have emerged as a
prominent scientific issue, warranting attention from multiple disciplines. A review of existing …

Chatbots' role in service contexts is changing to ensure better connectedness with
customers in the digital marketing era. Thus, developing an understanding of how to …

Artificial intelligence (AI) chatbots and human employees have emerged as the dominant
forms of online customer service. However, existing research rarely connects the service …

The rapid development of artificial intelligence technology has enabled chatbots to perform
human-like service work. Chatbots commonly fail in service due to their limitations. However …

Chatbots are being increasingly utilized for service recovery in e-commerce. However,
chatbot communication styles in service recovery and their impacts on consumer satisfaction …

Lack of empathy is the key reason why chatbots cannot effectively handle service problems.
Empathy consists of affective and cognitive components. Existing studies primarily …

This study examines the impact of anthropomorphic chatbots and virtual reality experiences
on the brand experience of online travel agencies. The study targeted three different online …

Universities today are employing tools based on artificial intelligence to improve the
educational service in general. The chatbot represents an online communicative interaction …