Academic Journal
Unveiling customer expectations of chatbot interactions : a systematic literature review and research agenda
| Title: | Unveiling customer expectations of chatbot interactions : a systematic literature review and research agenda |
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| Authors: | Castillo, Daniela, Farrugia, Lawrence |
| Publisher Information: | Taylor & Francis Inc. |
| Publication Year: | 2025 |
| Collection: | University of Malta: OAR@UM / L-Università ta' Malta |
| Subject Terms: | Chatbots, Customer relations -- Management -- Data processing, Consumer behavior, Customer services -- Technological innovations, Human-computer interaction, Expectation (Psychology) |
| Description: | Chatbots have become pivotal in communications between the customer and the organization, offering continuous support by promptly addressing queries. However, despite their prevalence, many customers report unsatisfactory experiences. This study addresses this issue by conducting a systematic literature review that aims to identify and analyze customer expectations of chatbot interactions. Incorporating insights from 91 studies, our review reveals that the literature predominantly focuses on customer perceptions, or post-experience evaluations, rather than pre-interaction expectations. Leveraging existing categorizations, we present a conceptual framework that identifies two overarching dimensions of pre-interaction expectations: functional and experiential. We explore factors shaping these expectations, highlighting personal and situational influences. Our analysis highlights the complex ways in which different expectations combine to shape how customers interact with chatbots. Drawing on these insights, we propose a research agenda that outlines key gaps and future directions to advance understanding of customer expectations in AI-mediated service contexts. ; peer-reviewed |
| Document Type: | article in journal/newspaper |
| Language: | English |
| Relation: | Castillo, D., & Farrugia, L. (2025). Unveiling customer expectations of chatbot interactions : a systematic literature review and research agenda. International Journal of Human–Computer Interaction, 10.1080/10447318.2025.2588815.; https://www.um.edu.mt/library/oar/handle/123456789/141781 |
| DOI: | 10.1080/10447318.2025.2588815 |
| Availability: | https://www.um.edu.mt/library/oar/handle/123456789/141781 https://doi.org/10.1080/10447318.2025.2588815 |
| Rights: | info:eu-repo/semantics/openAccess ; The copyright of tis work belongs to the author(s)/publisher. The rights of this work are as defined by the appropriate Copyright Legislation or as modified by any successive legislation. Users may access this work and can make use of the information contained in accordance with the Copyright Legislation provided that the author must be properly acknowledged. Further distribution or reproduction in any format is prohibited without the prior permission of the copyright holder. |
| Accession Number: | edsbas.CE0E27EE |
| Database: | BASE |
| DOI: | 10.1080/10447318.2025.2588815 |
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