Code book
| Codes | Disciplines | Journals |
| 1 | Psychology | Computers in Human Behavior |
| Cyberpsychology, behaviour and social networking | ||
| Behavior Research Methods | ||
| 2 | Communication | Communication Research |
| Communication Studies | ||
| Public Relations Review | ||
| International Journal of Communication | ||
| Business and Professional Communication Quarterly | ||
| Journal of Communication | ||
| Interactions | ||
| Speech Communication | ||
| 3 | Language and linguistic | Language and Linguistics Compass |
| Text&Talk | ||
| Journal of Pragmatics | ||
| Computer Speech and Language | ||
| 4 | Computer and information science | Expert Systems with Applications |
| Journal of Information Science and Engineering | ||
| Future Generation Computer Systems | ||
| Library Hi Tech | ||
| Library Hi Tech News | ||
| Knowledge-Based Systems | ||
| BT Technology Journal | ||
| International Journal of Human–Computer Studies | ||
| Artificial Intelligence Review | ||
| Communication of the ACM | ||
| Ethics and Information Technology | ||
| The Knowledge Engineering Review | ||
| International Journal of Speech Technology | ||
| Neurocomputing | ||
| Computers and Graphics | ||
| Computers in Industry | ||
| Government Information Quarterly | ||
| International Journal of Medical Informatics | ||
| 5 | Business, marketing and management | Journal on Service Management |
| Studia Universitatis “Vasile Goldis” Arad. Economics Series | ||
| Education and Management Engineering | ||
| Journal of Business Research | ||
| International Journal of Bank Marketing | ||
| Management | ||
| 6 | Philosophy | Philosophical Investigations |
| Codes | Topics | Descriptors |
| 1 | Testing chatbot language and conversation skills | Articles that are about testing chatbot's own conversation skills |
| 2 | Developing chatbots | Articles about development, new skills and usage possibilities of chatbots and also future aspects |
| 3 | Troubleshooting chatbots | Articles about troubleshooting chatbots and chatbot usage in problem-solving and, e.g., vandalism online |
| 4 | Chatbots as learning tools | Articles about how chatbots are used by people in language learning (chatbot as a practice tool, learning and assessment tool) |
| 5 | How chatbots affect and are used in organizations | Articles about how chatbots are useful and used in organizations, how chatbots are effecting on user engagement, communication quality, customer satisfaction and value creation |
| Codes | Definition of chatbot | |
| 1 | Yes | |
| 2 | No | |
| Codes | Implicit or explicit definition | |
| 1 | Implicit | |
| 2 | Explicit | |
| 0 | n/a | |
| Codes | Terminology use | |
| 1 | Chatbot or chat bot or chatter bot | |
| 2 | Conversational bot | |
| 3 | Robot | |
| 4 | Agent | |
| 5 | Virtual assistant | |
| Codes | Terminology used for human–machine exchanges | |
| 1 | Dialogue | |
| 2 | Conversation | |
| 3 | Interaction | |
| 4 | Discussion | |
| 5 | Discourse | |
| 6 | Relationship | |
| Codes | Conceptual foundations | Theories by code |
| 1 | Psychology | 10 = Interpersonal theory |
| 11 = Theory of planned behaviour | ||
| 12 = Theory of sensorimotor intelligence (Piaget) | ||
| 13 = Theory of infant cognitive development (Leslie Cohen) | ||
| 2 | Linguistic | 20 = Speech-act theory |
| 21 = Discourse theory | ||
| 22 = Rhetorical structure theory | ||
| 23 = Latent semantic analysis theory (LSA) | ||
| 24 = Segmented discourse representation theory | ||
| 3 | Communication | 30 = Conversation theory |
| 31 = Interpersonal deception theory | ||
| 4 | Mass Communication | 40 = The common ground theory |
| 5 | Computer mediated communication | 50 = Media equation theory |
| 51 = Social information processing theory | ||
| 52 = Expectance violation theory | ||
| 53 = Information theory | ||
| 54 = Media Richness theory | ||
| 6 | Organization | 60 = Theory of relational coordination |
| 7 | Philosophy | 70 = Theory of intentionality |
| 71 = Computational theory of mind | ||
| 8 | Sociology | 80 = Actor-network theory |
| 81 = Role theory | ||
| 82 = Innovation diffusion theory | ||
| 9 | Information technology | 90 = An unified theory of technology acceptance |
| 91 = Heretical theory (Intelligent machinery, Alan Turing) | ||
| 10 | Computer science | Technical papers without actual theories that are about human–robot/human–chatbot interaction. E.g., Computers are Social Actors (CASA), Uncanny valley |
| 11 | Engineering | Technical papers about developing, engineering, programming and coding Chatbots, AI devices and programmes (no actual theories mentioned) (e.g., Node-RED, SS-BED) |
| Codes | Metrics | Descriptions |
| 1 | Amount of words, messages and characters | Amount of words or messages, shorthand or emoticons |
| 2 | Tone of conversation/interaction with the chatbot | In article has been accounted different tones of conversation. (e.g. polite, sincerity, profanity, message supportiveness and effectiveness, friendliness) |
| 3 | Perceived feelings (conversation with the chatbot) | In article has studied perceived feeling after having a conversation with the chatbot (e.g. eeriness, feeling supported, likeability, attitudes, spine-tingling perception, sadness) |
| 4 | Grammatical structures | Dialogue metrics are grammatical structures (e.g. vocabulary range, spelling, nouns, verbs, typos) |
| 5 | Chatbots interaction skills | Article has studied different factors about interaction (e.g. agreement, accuracy, follow-up questions, conversation turns, cooperation of speakers, correction rate, response satisfaction, conversation ability and skills, used words and themes, sentences and phrases) |
| 6 | Conversation style | Article has been studied conversation styles, like speed, habits, special features (quick, slow, mean answers) |
| Codes | Methodology | |
| 1 | Qualitative | |
| 2 | Quantitative | |
| 3 | Mixed methods | |
| Codes | Perspectives | Descriptions |
| 1 | Communication | Article has communication perspective (e.g. about human–chatbot interaction and cognitive interaction skills) |
| 2 | Marketing | Article has marketing perspective (e.g. about customer service chatbots and consumer responses to chatbots |
| 3 | Psychological | Article has psychological perspective (e.g. humane attitude, emotions and feelings in interaction with chatbots) |
| 4 | Machine language | Articles perspective is about machine language and it's development (e.g. how chatbots functions or interaction skills are developed) |
| 5 | Ethical | Article discusses ethical issues as result of chatbots' usage |
| 6 | Organizational | Article deals with chatbot contributions to meeting organizational goals |
| 7 | Managerial | Article discusses how managers deal with chatbots, their perspective on potential uses |
| 8 | Stakeholders | Article focuses on how chatbots and their usage affect stakeholders and organization-–stakeholder relationship |
| Codes | Implications | Descriptions |
| 0 | n/a | No clear implications is offered |
| 1 | Research is improving a chatbot as a tool | Research has developed and improved chatbot and discovered new ways to use chatbot. Models are compared or systems and models are improved in the research. Especially development and opportunities of AI is important in improving chatbots |
| 2 | Chatbots effects on stakeholder interaction, responses and engagement | Chatbot's conversation skills affect to user engagement satisfaction, and users engage with chatbots as with other humans. Developing natural interaction and language are important goals |
| 3 | Present and future impact of chatbot on an organizations' communications | Chatbots affect organization's communication but chatbot's potential are still underutilized and chatbot's role is not yet very well known in organizations |
| 4 | Chatbots language learning and sentence construction | Chatbots can effect positively on language learning by increasing interest and affecting linguistic accuracy. Chatbot's sentence construction also affects perceived humanness |
| 5 | Psychological affections and emotions in chatbot users | Users have reacted when chatbot have expressed sympathy or noticed that chatbot or system can actually talk |
| 6 | Critical reflections on chatbot development | Implications are about abilities and inabilities of AI and chatbots. AI has developed Chatbot's features |
| Codes | Ethical discussion | |
| 1 | Yes | |
| 2 | No | |
| 1 | Psychology | Computers in Human Behavior |
| Cyberpsychology, behaviour and social networking | ||
| Behavior Research Methods | ||
| 2 | Communication | Communication Research |
| Communication Studies | ||
| Public Relations Review | ||
| International Journal of Communication | ||
| Business and Professional Communication Quarterly | ||
| Journal of Communication | ||
| Interactions | ||
| Speech Communication | ||
| 3 | Language and linguistic | Language and Linguistics Compass |
| Text&Talk | ||
| Journal of Pragmatics | ||
| Computer Speech and Language | ||
| 4 | Computer and information science | Expert Systems with Applications |
| Journal of Information Science and Engineering | ||
| Future Generation Computer Systems | ||
| Library Hi Tech | ||
| Library Hi Tech News | ||
| Knowledge-Based Systems | ||
| BT Technology Journal | ||
| International Journal of Human–Computer Studies | ||
| Artificial Intelligence Review | ||
| Communication of the ACM | ||
| Ethics and Information Technology | ||
| The Knowledge Engineering Review | ||
| International Journal of Speech Technology | ||
| Neurocomputing | ||
| Computers and Graphics | ||
| Computers in Industry | ||
| Government Information Quarterly | ||
| International Journal of Medical Informatics | ||
| 5 | Business, marketing and management | Journal on Service Management |
| Studia Universitatis “Vasile Goldis” Arad. Economics Series | ||
| Education and Management Engineering | ||
| Journal of Business Research | ||
| International Journal of Bank Marketing | ||
| Management | ||
| 6 | Philosophy | Philosophical Investigations |
| 1 | Testing chatbot language and conversation skills | Articles that are about testing chatbot's own conversation skills |
| 2 | Developing chatbots | Articles about development, new skills and usage possibilities of chatbots and also future aspects |
| 3 | Troubleshooting chatbots | Articles about troubleshooting chatbots and chatbot usage in problem-solving and, e.g., vandalism online |
| 4 | Chatbots as learning tools | Articles about how chatbots are used by people in language learning (chatbot as a practice tool, learning and assessment tool) |
| 5 | How chatbots affect and are used in organizations | Articles about how chatbots are useful and used in organizations, how chatbots are effecting on user engagement, communication quality, customer satisfaction and value creation |
| 1 | Yes | |
| 2 | No | |
| 1 | Implicit | |
| 2 | Explicit | |
| 0 | n/a | |
| 1 | Chatbot or chat bot or chatter bot | |
| 2 | Conversational bot | |
| 3 | Robot | |
| 4 | Agent | |
| 5 | Virtual assistant | |
| 1 | Dialogue | |
| 2 | Conversation | |
| 3 | Interaction | |
| 4 | Discussion | |
| 5 | Discourse | |
| 6 | Relationship | |
| 1 | Psychology | 10 = Interpersonal theory |
| 11 = Theory of planned behaviour | ||
| 12 = Theory of sensorimotor intelligence (Piaget) | ||
| 13 = Theory of infant cognitive development (Leslie Cohen) | ||
| 2 | Linguistic | 20 = Speech-act theory |
| 21 = Discourse theory | ||
| 22 = Rhetorical structure theory | ||
| 23 = Latent semantic analysis theory (LSA) | ||
| 24 = Segmented discourse representation theory | ||
| 3 | Communication | 30 = Conversation theory |
| 31 = Interpersonal deception theory | ||
| 4 | Mass Communication | 40 = The common ground theory |
| 5 | Computer mediated communication | 50 = Media equation theory |
| 51 = Social information processing theory | ||
| 52 = Expectance violation theory | ||
| 53 = Information theory | ||
| 54 = Media Richness theory | ||
| 6 | Organization | 60 = Theory of relational coordination |
| 7 | Philosophy | 70 = Theory of intentionality |
| 71 = Computational theory of mind | ||
| 8 | Sociology | 80 = Actor-network theory |
| 81 = Role theory | ||
| 82 = Innovation diffusion theory | ||
| 9 | Information technology | 90 = An unified theory of technology acceptance |
| 91 = Heretical theory (Intelligent machinery, Alan Turing) | ||
| 10 | Computer science | Technical papers without actual theories that are about human–robot/human–chatbot interaction. E.g., Computers are Social Actors (CASA), Uncanny valley |
| 11 | Engineering | Technical papers about developing, engineering, programming and coding Chatbots, AI devices and programmes (no actual theories mentioned) (e.g., Node-RED, SS-BED) |
| 1 | Amount of words, messages and characters | Amount of words or messages, shorthand or emoticons |
| 2 | Tone of conversation/interaction with the chatbot | In article has been accounted different tones of conversation. (e.g. polite, sincerity, profanity, message supportiveness and effectiveness, friendliness) |
| 3 | Perceived feelings (conversation with the chatbot) | In article has studied perceived feeling after having a conversation with the chatbot (e.g. eeriness, feeling supported, likeability, attitudes, spine-tingling perception, sadness) |
| 4 | Grammatical structures | Dialogue metrics are grammatical structures (e.g. vocabulary range, spelling, nouns, verbs, typos) |
| 5 | Chatbots interaction skills | Article has studied different factors about interaction (e.g. agreement, accuracy, follow-up questions, conversation turns, cooperation of speakers, correction rate, response satisfaction, conversation ability and skills, used words and themes, sentences and phrases) |
| 6 | Conversation style | Article has been studied conversation styles, like speed, habits, special features (quick, slow, mean answers) |
| 1 | Qualitative | |
| 2 | Quantitative | |
| 3 | Mixed methods | |
| 1 | Communication | Article has communication perspective (e.g. about human–chatbot interaction and cognitive interaction skills) |
| 2 | Marketing | Article has marketing perspective (e.g. about customer service chatbots and consumer responses to chatbots |
| 3 | Psychological | Article has psychological perspective (e.g. humane attitude, emotions and feelings in interaction with chatbots) |
| 4 | Machine language | Articles perspective is about machine language and it's development (e.g. how chatbots functions or interaction skills are developed) |
| 5 | Ethical | Article discusses ethical issues as result of chatbots' usage |
| 6 | Organizational | Article deals with chatbot contributions to meeting organizational goals |
| 7 | Managerial | Article discusses how managers deal with chatbots, their perspective on potential uses |
| 8 | Stakeholders | Article focuses on how chatbots and their usage affect stakeholders and organization-–stakeholder relationship |
| 0 | n/a | No clear implications is offered |
| 1 | Research is improving a chatbot as a tool | Research has developed and improved chatbot and discovered new ways to use chatbot. Models are compared or systems and models are improved in the research. Especially development and opportunities of AI is important in improving chatbots |
| 2 | Chatbots effects on stakeholder interaction, responses and engagement | Chatbot's conversation skills affect to user engagement satisfaction, and users engage with chatbots as with other humans. Developing natural interaction and language are important goals |
| 3 | Present and future impact of chatbot on an organizations' communications | Chatbots affect organization's communication but chatbot's potential are still underutilized and chatbot's role is not yet very well known in organizations |
| 4 | Chatbots language learning and sentence construction | Chatbots can effect positively on language learning by increasing interest and affecting linguistic accuracy. Chatbot's sentence construction also affects perceived humanness |
| 5 | Psychological affections and emotions in chatbot users | Users have reacted when chatbot have expressed sympathy or noticed that chatbot or system can actually talk |
| 6 | Critical reflections on chatbot development | Implications are about abilities and inabilities of AI and chatbots. AI has developed Chatbot's features |
| 1 | Yes | |
| 2 | No | |