Electronic Resource

Article - Consumer Response to Anthropomorphism of Text-Based AI Chatbots: A Systematic Literature Review and Future Research Directions Vol. 22, No. 6, Halaman 1243–1263

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The rapid advancement of artificial intelligence (AI) has not only integrated chatbots like ChatGPT into everyday life but also

transformed customer relations in various industries. Despite their growing adoption, research on consumer responses and pref-
erences toward AI chatbots remains limited. Anthropomorphism, the attribution of human characteristics to nonhuman entities,

plays a crucial role in shaping these interactions. This systematic literature review (SLR) analyzes 84 research articles within the
theories-context-characteristics-methods (TCCM) framework to provide a comprehensive overview of consumer responses to

chatbot anthropomorphism. The findings reveal predominantly positive effects, with humanlike communication styles and emo-
tional characteristics eliciting trust, empathy, and a sense of social presence. However, negative outcomes in the form of privacy

concerns and AI anxiety from overly humanlike chatbots highlight the complex nature of humanized chatbots. New generative
AI models amplify these risks, widening gaps in current research. Future research should address these gaps by exploring the
opportunities and challenges of generative AI, emotional adaptability, personalized communication strategies, and the role of

consumer technology affinity. By focusing exclusively on text-based chatbots, this review offers a unique perspective that aug-
ments existing literature on consumer responses to AI chatbots, contributing to a better overall understanding of the underlying

effects of anthropomorphism within the context of human–computer interactions.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

658.8342 GRE c

Penerbit

: Wiley Periodicals LLC., 2022

Deskripsi Fisik

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Bahasa

English

ISBN/ISSN

1479-1838

Klasifikasi

658.8342 GRE c

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

Vol. 22, No. 6, Halaman 1243–1263

Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

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Versi lain/terkait

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