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How Do (AI) Chatbots Shape Consumer Behavior Throughout the Entire Customer Journey? A Systematic Literature Review

Author

Listed:
  • Cornelia-Rodica Jude

    (, Institute of National Economy, Bucharest, Romania)

  • Ivona Rapan

    (Romanian Academy, School of Advanced Studies of the Romanian Academy, Doctoral School of Economic Sciences, National Institute for Economic Research "Costin C. Kiritescu", Institute of National Economy, Bucharest, Romania)

Abstract

No abstract is available for this item.

Suggested Citation

  • Cornelia-Rodica Jude & Ivona Rapan, "undated". "How Do (AI) Chatbots Shape Consumer Behavior Throughout the Entire Customer Journey? A Systematic Literature Review," BASIQ Conference Proceedings 2024:078, Bucharest University of Economic Studies.
    • Handle: RePEc:bat:basiq1:2024:078
    DOI: 10.24818/BASIQ/2024/10/087
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    References listed on IDEAS

    as
    1. Ragnar Fjelland, 2020. "Why general artificial intelligence will not be realized," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 7(1), pages 1-9, December.
    2. Pizzi, Gabriele & Scarpi, Daniele & Pantano, Eleonora, 2021. "Artificial intelligence and the new forms of interaction: Who has the control when interacting with a chatbot?," Journal of Business Research, Elsevier, vol. 129(C), pages 878-890.
    3. Diana-Cezara Toader & Grațiela Boca & Rita Toader & Mara Măcelaru & Cezar Toader & Diana Ighian & Adrian T. Rădulescu, 2019. "The Effect of Social Presence and Chatbot Errors on Trust," Sustainability, MDPI, vol. 12(1), pages 1-24, December.
    4. Sascha Kraus & Paul Jones & Norbert Kailer & Alexandra Weinmann & Nuria Chaparro-Banegas & Norat Roig-Tierno, 2021. "Digital Transformation: An Overview of the Current State of the Art of Research," SAGE Open, , vol. 11(3), pages 21582440211, September.
    5. Zarifhonarvar, Ali, 2023. "Economics of ChatGPT: A Labor Market View on the Occupational Impact of Artificial Intelligence," EconStor Preprints 268826, ZBW - Leibniz Information Centre for Economics.
    6. Hoyer, Wayne D. & Kroschke, Mirja & Schmitt, Bernd & Kraume, Karsten & Shankar, Venkatesh, 2020. "Transforming the Customer Experience Through New Technologies," Journal of Interactive Marketing, Elsevier, vol. 51(C), pages 57-71.
    7. Farrukh Rafiq & Nikhil Dogra & Mohd Adil & Jei-Zheng Wu, 2022. "Examining Consumer’s Intention to Adopt AI-Chatbots in Tourism Using Partial Least Squares Structural Equation Modeling Method," Mathematics, MDPI, vol. 10(13), pages 1-15, June.
    8. Ali Zarifhonarvar, 2023. "Economics of ChatGPT: a labor market view on the occupational impact of artificial intelligence," Journal of Electronic Business & Digital Economics, Emerald Group Publishing Limited, vol. 3(2), pages 100-116, December.
    9. Fan, Hua & Gao, Wei & Han, Bing, 2023. "Are AI chatbots a cure-all? The relative effectiveness of chatbot ambidexterity in crafting hedonic and cognitive smart experiences," Journal of Business Research, Elsevier, vol. 156(C).
    10. Snyder, Hannah, 2019. "Literature review as a research methodology: An overview and guidelines," Journal of Business Research, Elsevier, vol. 104(C), pages 333-339.
    11. Allan Sylvester & Mary Tate & David Johnstone, 2013. "Beyond synthesis: re-presenting heterogeneous research literature," Behaviour and Information Technology, Taylor & Francis Journals, vol. 32(12), pages 1199-1215, December.
    12. Y. Dwivedi & E. Ismagilova & L. Hughes & J. Carlson & R. Filieri & J. Jacobson & V. Jain & H. Karjaluoto & H. Kefi & A. S. Krishen & V. Kumar & M. Rahman & R. Raman & P. Rauschnabel & J. Rowley & J. S, 2021. "Setting the future of digital and social media marketing research: Perspectives and research propositions," Post-Print hal-04713688, HAL.
    13. Whang, Jeong-Bin & Song, Ji Hee & Lee, Jong-Ho & Choi, Boreum, 2022. "Interacting with Chatbots: Message type and consumers' control," Journal of Business Research, Elsevier, vol. 153(C), pages 309-318.
    14. Hua Fan & Bing Han & Wei Gao & Wenqian Li, 2022. "How AI chatbots have reshaped the frontline interface in China: examining the role of sales–service ambidexterity and the personalization–privacy paradox," International Journal of Emerging Markets, Emerald Group Publishing Limited, vol. 17(4), pages 967-986, January.
    15. Dwivedi, Yogesh K. & Ismagilova, Elvira & Hughes, D. Laurie & Carlson, Jamie & Filieri, Raffaele & Jacobson, Jenna & Jain, Varsha & Karjaluoto, Heikki & Kefi, Hajer & Krishen, Anjala S. & Kumar, Vikra, 2021. "Setting the future of digital and social media marketing research: Perspectives and research propositions," International Journal of Information Management, Elsevier, vol. 59(C).
    16. de Bellis, Emanuel & Venkataramani Johar, Gita, 2020. "Autonomous Shopping Systems: Identifying and Overcoming Barriers to Consumer Adoption," Journal of Retailing, Elsevier, vol. 96(1), pages 74-87.
    17. Chiahui Yen & Ming-Chang Chiang, 2021. "Trust me, if you can: a study on the factors that influence consumers’ purchase intention triggered by chatbots based on brain image evidence and self-reported assessments," Behaviour and Information Technology, Taylor & Francis Journals, vol. 40(11), pages 1177-1194, August.
    18. Fan, Hua & Han, Bing & Gao, Wei, 2022. "(Im)Balanced customer-oriented behaviors and AI chatbots' Efficiency–Flexibility performance: The moderating role of customers’ rational choices," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
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