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Article - Unveiling Customer Expectations of Chatbot Interactions: A Systematic Literature Review and Research Agenda Latest Articles (2025)

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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 cus-
tomer perceptions, or post-experience evaluations, rather than pre-interaction expect-
ations. 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 direc-
tions to advance understanding of customer expectations in AI-mediated service contexts.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

658.812 CAS u

Penerbit

: Routledge (Taylor & Francis Group)., 2025

Deskripsi Fisik

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Bahasa

English

ISBN/ISSN

1532-7590

Klasifikasi

658.812 CAS u

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

Latest Articles (2025)

Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

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