Literature review on AI-based chatbots
| Article | Theory | Method | Research question/objective | Finding |
|---|---|---|---|---|
| Chung et al. (2020) | Five-dimension model | Survey-based | Analyze the effects of chatbots in luxury brands on customer perceptions based on interaction, trendiness, entertainment, problem-solving capabilities and customization | Chatbots in luxury fashion retail brands offer interactive and engaging brand/customer service encounters |
| Ashfaq et al. (2020) | ECM, ISS model and TAM | Survey-based | Understand the factors driving users’ satisfaction and their intention to continue using chatbot-based customer services | Information quality, service quality, enjoyment, ease of use and usefulness affect continuance intention directly or indirectly via satisfaction |
| Lee and Li (2023) | Affordance actualization and social identity | Survey-based | Examine how chatbot affordances in the banking sector influence customer-brand identification and loyalty | Chatbot affordances significantly impact customer-brand identification and loyalty in the banking sector |
| Li and Zhang (2023) | Push-pull-mooring framework | Interview/survey | Explore factors influencing consumers’ decision to switch from human agents to AI-based conversational agents in customer service | Factors like low empathy and adaptability of human agents influence consumers’ switching behavior to AI-based conversational agents |
| Fan et al. (2023) | AI chatbot ambidexterity | Survey-based | Investigate the effects of different types of chatbot ambidexterity (service-sales, efficiency-flexibility and existing-new product selling) on smart experiences and customer patronage | Different types of chatbot ambidexterity yield varying outcomes in terms of hedonic and cognitive smart experiences and customer patronage |
| Upadhyay and Kamble (2023) | Anthropomorphism and smart experience | Survey-based | Investigate the relationship between consumers and conversational chatbots in mobile banking | Explore factors influencing consumers’ brand love for conversational AI chatbots in mobile banking |
| Xie et al. (2023) | Loneliness, trust and personification | Mixed-methods approach | Investigate the development of relationships between users and social chatbots | Intense relationships with chatbots can result in psychological dependence, characterized by salience, tolerance and withdrawal |
| Article | Theory | Method | Research question/objective | Finding |
|---|---|---|---|---|
| Five-dimension model | Survey-based | Analyze the effects of chatbots in luxury brands on customer perceptions based on interaction, trendiness, entertainment, problem-solving capabilities and customization | Chatbots in luxury fashion retail brands offer interactive and engaging brand/customer service encounters | |
| ECM, ISS model and TAM | Survey-based | Understand the factors driving users’ satisfaction and their intention to continue using chatbot-based customer services | Information quality, service quality, enjoyment, ease of use and usefulness affect continuance intention directly or indirectly via satisfaction | |
| Affordance actualization and social identity | Survey-based | Examine how chatbot affordances in the banking sector influence customer-brand identification and loyalty | Chatbot affordances significantly impact customer-brand identification and loyalty in the banking sector | |
| Push-pull-mooring framework | Interview/survey | Explore factors influencing consumers’ decision to switch from human agents to AI-based conversational agents in customer service | Factors like low empathy and adaptability of human agents influence consumers’ switching behavior to AI-based conversational agents | |
| AI chatbot ambidexterity | Survey-based | Investigate the effects of different types of chatbot ambidexterity (service-sales, efficiency-flexibility and existing-new product selling) on smart experiences and customer patronage | Different types of chatbot ambidexterity yield varying outcomes in terms of hedonic and cognitive smart experiences and customer patronage | |
| Anthropomorphism and smart experience | Survey-based | Investigate the relationship between consumers and conversational chatbots in mobile banking | Explore factors influencing consumers’ brand love for conversational AI chatbots in mobile banking | |
| Loneliness, trust and personification | Mixed-methods approach | Investigate the development of relationships between users and social chatbots | Intense relationships with chatbots can result in psychological dependence, characterized by salience, tolerance and withdrawal |
Source(s): Authors’ own work