Managers increasingly address client feedback online, a practice known as webcare. Based
on a systematic literature review on webcare, we provide a framework that aims to identify …

The utilization of chatbots has grown in popularity in recent years, leading to an increasing
interest among academics and practitioners. This study investigates the effect of chatbot …

Chatbots are becoming omnipresent in our daily lives. Despite rapid improvements in
natural language processing in the last years, the technology behind chatbots is still not …

Chatbots, also known as conversational agents, are automated computer programs
powered by natural language processing designed to engage consumers in interactive, one …

Marketing practitioners and consumers can benefit from more efficient communication by
using online chats for customer service. However, consumers desire a genuine experience …

Understanding the user experience of chatbots for customer service is essential to realize
the potential of this technology. Such chatbots are typically designed for efficient and …

Measurement of users' perception and visual behaviors to anthropomorphic design cues of
chatbots can improve our understanding of chatbots and potentially optimize chatbot design …

This study investigated the effects of (in) formal chatbot responses and brand familiarity on
social presence, appropriateness, brand attitude, and quality of interaction. An online …

The conversational human voice (CHV) is an extensively studied and adopted
communication style in online brand communication. However, in previous research the way …

Context: In cancer centres and hospitals particularly during the pandemic, there was a great
demand for information, which could hardly be handled by the limited manpower available …