{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,1,22]],"date-time":"2026-01-22T02:54:52Z","timestamp":1769050492525,"version":"3.49.0"},"reference-count":101,"publisher":"Springer Science and Business Media LLC","issue":"1","license":[{"start":{"date-parts":[[2023,10,27]],"date-time":"2023-10-27T00:00:00Z","timestamp":1698364800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"},{"start":{"date-parts":[[2023,10,27]],"date-time":"2023-10-27T00:00:00Z","timestamp":1698364800000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"}],"funder":[{"DOI":"10.13039\/501100001809","name":"National Natural Science Foundation of China","doi-asserted-by":"crossref","award":["72071035"],"award-info":[{"award-number":["72071035"]}],"id":[{"id":"10.13039\/501100001809","id-type":"DOI","asserted-by":"crossref"}]}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":["Univ Access Inf Soc"],"published-print":{"date-parts":[[2025,3]]},"DOI":"10.1007\/s10209-023-01058-y","type":"journal-article","created":{"date-parts":[[2023,10,27]],"date-time":"2023-10-27T11:03:21Z","timestamp":1698404601000},"page":"79-98","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":6,"title":["Human-chatbot interaction studies through the lens of bibliometric analysis"],"prefix":"10.1007","volume":"24","author":[{"given":"Jiahao","family":"Chen","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Fu","family":"Guo","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Zenggen","family":"Ren","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Xueshuang","family":"Wang","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Jaap","family":"Ham","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","published-online":{"date-parts":[[2023,10,27]]},"reference":[{"key":"1058_CR1","doi-asserted-by":"publisher","first-page":"923","DOI":"10.1007\/s10796-022-10254-9","volume":"24","author":"R Ahmad","year":"2022","unstructured":"Ahmad, R., Siemon, D., Gnewuch, U., Robra-Bissantz, S.: Designing personality-adaptive conversational agents for mental health care. Inf. Syst. Front. 24, 923\u2013943 (2022). https:\/\/doi.org\/10.1007\/s10796-022-10254-9","journal-title":"Inf. Syst. Front."},{"key":"1058_CR2","unstructured":"Ahrweiler, P. (1995). K\u00fcnstliche Intelligenz-Forschung in Deutschland. Die Etablierung eines Hochtechnologie-Fachs."},{"issue":"9","key":"1058_CR3","first-page":"60","volume":"10","author":"M Aleedy","year":"2019","unstructured":"Aleedy, M., et al.: Generating and analyzing chatbot responses using natural language processing. Int. J. Adv. Comput. Sci. Appl. 10(9), 60\u201368 (2019)","journal-title":"Int. J. Adv. Comput. Sci. Appl."},{"issue":"5","key":"1058_CR4","doi-asserted-by":"publisher","first-page":"1000","DOI":"10.1093\/jamia\/ocac014","volume":"29","author":"P Amiri","year":"2022","unstructured":"Amiri, P., Karahanna, E.: Chatbot use cases in the COVID-19 public health response. J. Am. Med. Inform. Assoc. 29(5), 1000\u20131010 (2022). https:\/\/doi.org\/10.1093\/jamia\/ocac014","journal-title":"J. Am. Med. Inform. Assoc."},{"key":"1058_CR5","doi-asserted-by":"publisher","DOI":"10.1016\/j.tele.2020.101473","volume":"54","author":"M Ashfaq","year":"2020","unstructured":"Ashfaq, M., et al.: I, Chatbot: Modeling the determinants of users\u2019 satisfaction and continuance intention of AI-powered service agents. Telematics Inform. 54, 101473 (2020). https:\/\/doi.org\/10.1016\/j.tele.2020.101473","journal-title":"Telematics Inform."},{"issue":"7","key":"1058_CR6","doi-asserted-by":"publisher","first-page":"551","DOI":"10.1080\/09540962.2022.2069412","volume":"42","author":"A Asquer","year":"2022","unstructured":"Asquer, A., Krachkovskaya, I.: Designing public financial management systems: Exploring the use of chatbot-assisted case studies. Public Money Manage. 42(7), 551\u2013557 (2022). https:\/\/doi.org\/10.1080\/09540962.2022.2069412","journal-title":"Public Money Manage."},{"key":"1058_CR7","doi-asserted-by":"crossref","unstructured":"Bakri, A., & Willett, P. (2011). Computer science research in Malaysia: A bibliometric analysis. Aslib Proceedings,","DOI":"10.1108\/00012531111135727"},{"key":"1058_CR8","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-642-18638-7_4","volume-title":"Pajek\u2014analysis and visualization of large networks","author":"V Batagelj","year":"2004","unstructured":"Batagelj, V., Mrvar, A.: Pajek\u2014analysis and visualization of large networks. Springer, In Graph drawing software (2004)"},{"issue":"11","key":"1058_CR9","doi-asserted-by":"publisher","first-page":"2215","DOI":"10.1002\/asi.23329","volume":"66","author":"L Bornmann","year":"2015","unstructured":"Bornmann, L., Mutz, R.: Growth rates of modern science: A bibliometric analysis based on the number of publications and cited references. J. Am. Soc. Inf. Sci. 66(11), 2215\u20132222 (2015). https:\/\/doi.org\/10.1002\/asi.23329","journal-title":"J. Am. Soc. Inf. Sci."},{"issue":"1","key":"1058_CR10","doi-asserted-by":"publisher","first-page":"26","DOI":"10.1177\/1028315301510","volume":"5","author":"I Canto","year":"2001","unstructured":"Canto, I., Hannah, J.: A partnership of equals? Academic collaboration between the United Kingdom and Brazil. J. Stud. Int. Educ. 5(1), 26\u201341 (2001). https:\/\/doi.org\/10.1177\/1028315301510","journal-title":"J. Stud. Int. Educ."},{"key":"1058_CR11","doi-asserted-by":"publisher","DOI":"10.1007\/s10796-022-10291-4","author":"Y Chen","year":"2022","unstructured":"Chen, Y., et al.: Artificial intelligence (AI) student assistants in the classroom: Designing chatbots to support student success. Inf. Syst. Front. (2022). https:\/\/doi.org\/10.1007\/s10796-022-10291-4","journal-title":"Inf. Syst. Front."},{"issue":"2","key":"1058_CR12","doi-asserted-by":"publisher","first-page":"496","DOI":"10.1108\/intr-08-2020-0460","volume":"32","author":"X Cheng","year":"2022","unstructured":"Cheng, X., et al.: Exploring consumers\u2019 response to text-based chatbots in e-commerce: The moderating role of task complexity and chatbot disclosure. Internet Res. 32(2), 496\u2013517 (2022). https:\/\/doi.org\/10.1108\/intr-08-2020-0460","journal-title":"Internet Res."},{"key":"1058_CR13","doi-asserted-by":"publisher","DOI":"10.1080\/0144929X.2022.2106308","author":"Y-H Chien","year":"2022","unstructured":"Chien, Y.-H., Yao, C.-K.: Enhanced engineering design behaviour using chatbots with user experience. Behav. Inform. Technol. (2022). https:\/\/doi.org\/10.1080\/0144929X.2022.2106308","journal-title":"Behav. Inform. Technol."},{"key":"1058_CR14","doi-asserted-by":"publisher","first-page":"587","DOI":"10.1016\/j.jbusres.2018.10.004","volume":"117","author":"M Chung","year":"2020","unstructured":"Chung, M., et al.: Chatbot e-service and customer satisfaction regarding luxury brands. J. Bus. Res. 117, 587\u2013595 (2020). https:\/\/doi.org\/10.1016\/j.jbusres.2018.10.004","journal-title":"J. Bus. Res."},{"key":"1058_CR15","doi-asserted-by":"publisher","first-page":"539","DOI":"10.1016\/j.future.2018.01.055","volume":"92","author":"L Ciechanowski","year":"2019","unstructured":"Ciechanowski, L., et al.: In the shades of the uncanny valley: An experimental study of human\u2013chatbot interaction. Futur. Gener. Comput. Syst. 92, 539\u2013548 (2019). https:\/\/doi.org\/10.1016\/j.future.2018.01.055","journal-title":"Futur. Gener. Comput. Syst."},{"key":"1058_CR16","doi-asserted-by":"crossref","unstructured":"Clark, L., et al. (2019). What makes a good conversation? Challenges in designing truly conversational agents. In: Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems,","DOI":"10.1145\/3290605.3300705"},{"key":"1058_CR17","first-page":"350","volume":"17","author":"F Colace","year":"2017","unstructured":"Colace, F., et al.: BotWheels: A petri net based chatbot for recommending tires. DATA 17, 350\u2013358 (2017)","journal-title":"DATA"},{"issue":"5","key":"1058_CR18","doi-asserted-by":"publisher","first-page":"811","DOI":"10.1017\/S1351324916000243","volume":"22","author":"R Dale","year":"2016","unstructured":"Dale, R.: The return of the chatbots. Nat. Lang. Eng. 22(5), 811\u2013817 (2016)","journal-title":"Nat. Lang. Eng."},{"key":"1058_CR19","doi-asserted-by":"publisher","first-page":"285","DOI":"10.1016\/j.jbusres.2021.04.070","volume":"133","author":"N Donthu","year":"2021","unstructured":"Donthu, N., et al.: How to conduct a bibliometric analysis: An overview and guidelines. J. Bus. Res. 133, 285\u2013296 (2021). https:\/\/doi.org\/10.1016\/j.jbusres.2021.04.070","journal-title":"J. Bus. Res."},{"key":"1058_CR20","doi-asserted-by":"publisher","unstructured":"Fang, T., Fu, X. (2020). Development status and marketing strategy of smart speakers. In: International Conference on Applied Human Factors and Ergonomics, 553\u2013562. https:\/\/doi.org\/10.1007\/978-3-030-50791-6_71","DOI":"10.1007\/978-3-030-50791-6_71"},{"key":"1058_CR21","doi-asserted-by":"publisher","first-page":"138","DOI":"10.1016\/j.ijhcs.2019.07.009","volume":"132","author":"J Feine","year":"2019","unstructured":"Feine, J., et al.: A taxonomy of social cues for conversational agents. Int. J. Hum. Comput. Stud. 132, 138\u2013161 (2019). https:\/\/doi.org\/10.1016\/j.ijhcs.2019.07.009","journal-title":"Int. J. Hum. Comput. Stud."},{"issue":"7","key":"1058_CR22","doi-asserted-by":"publisher","first-page":"1716","DOI":"10.1177\/073563312210779","volume":"60","author":"M Fidan","year":"2022","unstructured":"Fidan, M., Gencel, N.: Supporting the instructional videos with chatbot and peer feedback mechanisms in online learning: The effects on learning performance and intrinsic motivation. J. Edu. Comput. Res. 60(7), 1716\u20131741 (2022). https:\/\/doi.org\/10.1177\/073563312210779","journal-title":"J. Edu. Comput. Res."},{"issue":"2","key":"1058_CR23","doi-asserted-by":"publisher","DOI":"10.2196\/mental.7785","volume":"4","author":"KK Fitzpatrick","year":"2017","unstructured":"Fitzpatrick, K.K., et al.: Delivering cognitive behavior therapy to young adults with symptoms of depression and anxiety using a fully automated conversational agent (Woebot): A randomized controlled trial. JMIR Mental Health 4(2), e7785 (2017)","journal-title":"JMIR Mental Health"},{"issue":"1","key":"1058_CR24","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1007\/s41233-020-00033-2","volume":"5","author":"A F\u00f8lstad","year":"2020","unstructured":"F\u00f8lstad, A., Brandtzaeg, P.B.: Users\u2019 experiences with chatbots: Findings from a questionnaire study. Qual. User Exp. 5(1), 1\u201314 (2020). https:\/\/doi.org\/10.1007\/s41233-020-00033-2","journal-title":"Qual. User Exp."},{"key":"1058_CR25","doi-asserted-by":"publisher","first-page":"75878","DOI":"10.1109\/ACCESS.2021.3080837","volume":"9","author":"S Garc\u00eda-M\u00e9ndez","year":"2021","unstructured":"Garc\u00eda-M\u00e9ndez, S., et al.: Entertainment chatbot for the digital inclusion of elderly people without abstraction capabilities. IEEE Access 9, 75878\u201375891 (2021)","journal-title":"IEEE Access"},{"key":"1058_CR26","doi-asserted-by":"publisher","first-page":"304","DOI":"10.1016\/j.chb.2019.01.020","volume":"97","author":"E Go","year":"2019","unstructured":"Go, E., Sundar, S.S.: Humanizing chatbots: The effects of visual, identity and conversational cues on humanness perceptions. Comput. Hum. Behav. 97, 304\u2013316 (2019). https:\/\/doi.org\/10.1016\/j.chb.2019.01.020","journal-title":"Comput. Hum. Behav."},{"key":"1058_CR27","doi-asserted-by":"publisher","DOI":"10.1016\/j.jclepro.2020.124711","volume":"284","author":"KH Goh","year":"2021","unstructured":"Goh, K.H., See, K.F.: Twenty years of water utility benchmarking: A bibliometric analysis of emerging interest in water research and collaboration. J. Clean. Prod. 284, 124711 (2021). https:\/\/doi.org\/10.1016\/j.jclepro.2020.124711","journal-title":"J. Clean. Prod."},{"issue":"1","key":"1058_CR28","doi-asserted-by":"publisher","first-page":"13","DOI":"10.14201\/ADCAIJ2014381326","volume":"3","author":"D Griol","year":"2014","unstructured":"Griol, D., et al.: Developing multimodal conversational agents for an enhanced e-learning experience. ADCAIJ: Adv Distribut. Comput. Artif. Int. J. 3(1), 13\u201326 (2014)","journal-title":"ADCAIJ: Adv Distribut. Comput. Artif. Int. J."},{"issue":"9","key":"1058_CR29","doi-asserted-by":"publisher","first-page":"801","DOI":"10.1080\/10447318.2019.1688985","volume":"36","author":"F Guo","year":"2020","unstructured":"Guo, F., et al.: Bibliometric analysis of affective computing researches during 1999\u20132018. Int. J. Human-Comput. Int. 36(9), 801\u2013814 (2020). https:\/\/doi.org\/10.1080\/10447318.2019.1688985","journal-title":"Int. J. Human-Comput. Int."},{"issue":"3","key":"1058_CR30","doi-asserted-by":"publisher","first-page":"305","DOI":"10.1108\/JRIM-10-2018-0137","volume":"14","author":"YD Handarkho","year":"2020","unstructured":"Handarkho, Y.D.: The intentions to use social commerce from social, technology, and personal trait perspectives: Analysis of direct, indirect, and moderating effects. J. Res. Interact. Mark. 14(3), 305\u2013336 (2020). https:\/\/doi.org\/10.1108\/JRIM-10-2018-0137","journal-title":"J. Res. Interact. Mark."},{"issue":"4","key":"1058_CR31","doi-asserted-by":"publisher","first-page":"1608","DOI":"10.1016\/j.chb.2013.01.004","volume":"29","author":"BS Hasler","year":"2013","unstructured":"Hasler, B.S., et al.: Virtual research assistants: Replacing human interviewers by automated avatars in virtual worlds. Comput. Hum. Behav. 29(4), 1608\u20131616 (2013). https:\/\/doi.org\/10.1016\/j.chb.2013.01.004","journal-title":"Comput. Hum. Behav."},{"issue":"2","key":"1058_CR32","first-page":"36","volume":"11","author":"C Hildebrand","year":"2019","unstructured":"Hildebrand, C., Bergner, A.: AI-driven sales automation: Using chatbots to boost sales. NIM Market. Int. Rev. 11(2), 36\u201341 (2019)","journal-title":"NIM Market. Int. Rev."},{"key":"1058_CR33","doi-asserted-by":"publisher","first-page":"245","DOI":"10.1016\/j.chb.2015.02.026","volume":"49","author":"J Hill","year":"2015","unstructured":"Hill, J., et al.: Real conversations with artificial intelligence: A comparison between human\u2013human online conversations and human\u2013chatbot conversations. Comput. Hum. Behav. 49, 245\u2013250 (2015). https:\/\/doi.org\/10.1016\/j.chb.2015.02.026","journal-title":"Comput. Hum. Behav."},{"issue":"2","key":"1058_CR34","doi-asserted-by":"publisher","first-page":"189","DOI":"10.1007\/s11192-007-1771-3","volume":"75","author":"H Hou","year":"2008","unstructured":"Hou, H., et al.: The structure of scientific collaboration networks in Scientometrics. Scientometrics 75(2), 189\u2013202 (2008)","journal-title":"Scientometrics"},{"issue":"4","key":"1058_CR35","doi-asserted-by":"publisher","first-page":"929","DOI":"10.1108\/LHT-08-2021-0274","volume":"40","author":"K-L Hsiao","year":"2021","unstructured":"Hsiao, K.-L., Chen, C.-C.: What drives continuance intention to use a food-ordering chatbot? An examination of trust and satisfaction. Library Hi Tech 40(4), 929\u2013946 (2021)","journal-title":"Library Hi Tech"},{"issue":"17","key":"1058_CR36","doi-asserted-by":"publisher","first-page":"23777","DOI":"10.1007\/s11042-022-12820-4","volume":"81","author":"I Hsu","year":"2022","unstructured":"Hsu, I., Yu, J.-D.: A medical Chatbot using machine learning and natural language understanding. Multimed. Tools Appl. 81(17), 23777\u201323799 (2022)","journal-title":"Multimed. Tools Appl."},{"key":"1058_CR37","doi-asserted-by":"publisher","first-page":"1347","DOI":"10.1007\/s11135-021-01179-7","volume":"56","author":"J Huang","year":"2021","unstructured":"Huang, J., et al.: Quality function deployment improvement: A bibliometric analysis and literature review. Qual. Quant. 56, 1347\u20131366 (2021). https:\/\/doi.org\/10.1007\/s11135-021-01179-7","journal-title":"Qual. Quant."},{"key":"1058_CR38","doi-asserted-by":"publisher","DOI":"10.1016\/j.tele.2022.101811","volume":"70","author":"R Huang","year":"2022","unstructured":"Huang, R., et al.: Trust as a second-order construct: Investigating the relationship between consumers and virtual agents. Telematics Inform. 70, 101811 (2022). https:\/\/doi.org\/10.1016\/j.tele.2022.101811","journal-title":"Telematics Inform."},{"key":"1058_CR39","doi-asserted-by":"publisher","DOI":"10.1016\/j.chb.2021.107027","volume":"129","author":"SYB Huang","year":"2022","unstructured":"Huang, S.Y.B., Lee, C.-J.: Predicting continuance intention to fintech chatbot. Comput. Hum. Behav. 129, 107027 (2022). https:\/\/doi.org\/10.1016\/j.chb.2021.107027","journal-title":"Comput. Hum. Behav."},{"key":"1058_CR40","doi-asserted-by":"publisher","unstructured":"Ischen, C., et al. (2020). Privacy concerns in chatbot interactions. In: Chatbot Research and Design , Springer International Publishing. https:\/\/doi.org\/10.1007\/978-3-030-39540-7_3","DOI":"10.1007\/978-3-030-39540-7_3"},{"key":"1058_CR41","unstructured":"Karri, S.P.R., Kumar, B.S. (2020). Deep learning techniques for implementation of chatbots. In: 2020 International Conference on Computer Communication and Informatics (ICCCI),"},{"key":"1058_CR42","doi-asserted-by":"publisher","DOI":"10.1016\/j.techsoc.2020.101280","volume":"62","author":"DL Kasilingam","year":"2020","unstructured":"Kasilingam, D.L.: Understanding the attitude and intention to use smartphone chatbots for shopping. Technol. Soc. 62, 101280 (2020)","journal-title":"Technol. Soc."},{"key":"1058_CR43","doi-asserted-by":"publisher","DOI":"10.1016\/j.chb.2021.106914","volume":"124","author":"S Kim","year":"2021","unstructured":"Kim, S., Choudhury, A.: Exploring older adults\u2019 perception and use of smart speaker-based voice assistants: A longitudinal study. Comput. Hum. Behav. 124, 106914 (2021). https:\/\/doi.org\/10.1016\/j.chb.2021.106914","journal-title":"Comput. Hum. Behav."},{"key":"1058_CR44","doi-asserted-by":"publisher","DOI":"10.1080\/10447318.2022.2108669","author":"Y Kim","year":"2022","unstructured":"Kim, Y., Lee, H.: The rise of chatbots in political campaigns: The effects of conversational agents on voting intention. Int. J. Human-Comput. Int. (2022). https:\/\/doi.org\/10.1080\/10447318.2022.2108669","journal-title":"Int. J. Human-Comput. Int."},{"issue":"2","key":"1058_CR45","first-page":"67","volume":"43","author":"J Kreider","year":"2011","unstructured":"Kreider, J.: The correlation of local citation data with citation data from journal citation reports. Libr. Resour. Tech. Serv. 43(2), 67\u201377 (2011)","journal-title":"Libr. Resour. Tech. Serv."},{"key":"1058_CR46","doi-asserted-by":"publisher","DOI":"10.1007\/s10796-021-10184-y","author":"AK Kushwaha","year":"2021","unstructured":"Kushwaha, A.K., Kar, A.K.: MarkBot \u2013 A language model-driven chatbot for interactive marketing in post-modern world. Inf. Syst. Front. (2021). https:\/\/doi.org\/10.1007\/s10796-021-10184-y","journal-title":"Inf. Syst. Front."},{"issue":"3","key":"1058_CR47","doi-asserted-by":"publisher","first-page":"655","DOI":"10.1007\/s10209-019-00666-x","volume":"19","author":"Q Liu","year":"2020","unstructured":"Liu, Q., et al.: CBET: Design and evaluation of a domain-specific chatbot for mobile learning. Univ. Access Inf. Soc. 19(3), 655\u2013673 (2020). https:\/\/doi.org\/10.1007\/s10209-019-00666-x","journal-title":"Univ. Access Inf. Soc."},{"issue":"3","key":"1058_CR48","doi-asserted-by":"publisher","first-page":"1509","DOI":"10.1007\/s11192-020-03362-3","volume":"122","author":"W Liu","year":"2020","unstructured":"Liu, W., et al.: Funding information in Web of Science: An updated overview. Scientometrics 122(3), 1509\u20131524 (2020)","journal-title":"Scientometrics"},{"key":"1058_CR49","doi-asserted-by":"publisher","DOI":"10.1016\/j.tele.2020.101506","volume":"57","author":"Y Liu","year":"2021","unstructured":"Liu, Y., Avello, M.: Status of the research in fitness apps: A bibliometric analysis. Telematics Inform. 57, 101506 (2021). https:\/\/doi.org\/10.1016\/j.tele.2020.101506","journal-title":"Telematics Inform."},{"key":"1058_CR50","doi-asserted-by":"publisher","DOI":"10.1016\/j.ssci.2021.105519","volume":"145","author":"F Luo","year":"2022","unstructured":"Luo, F., et al.: Economic development and construction safety research: A bibliometrics approach. Saf. Sci. 145, 105519 (2022)","journal-title":"Saf. Sci."},{"issue":"6","key":"1058_CR51","doi-asserted-by":"publisher","first-page":"937","DOI":"10.1287\/mksc.2019.1192","volume":"38","author":"X Luo","year":"2019","unstructured":"Luo, X., et al.: Frontiers: Machines vs. humans: The impact of artificial intelligence chatbot disclosure on customer purchases. Market. Sci. 38(6), 937\u2013947 (2019). https:\/\/doi.org\/10.1287\/mksc.2019.1192","journal-title":"Market. Sci."},{"issue":"2","key":"1058_CR52","doi-asserted-by":"publisher","first-page":"192","DOI":"10.1080\/13683500.2019.1706457","volume":"24","author":"S Meli\u00e1n-Gonz\u00e1lez","year":"2019","unstructured":"Meli\u00e1n-Gonz\u00e1lez, S., et al.: Predicting the intentions to use chatbots for travel and tourism. Curr. Issue Tour. 24(2), 192\u2013210 (2019). https:\/\/doi.org\/10.1080\/13683500.2019.1706457","journal-title":"Curr. Issue Tour."},{"key":"1058_CR53","unstructured":"Melo, C.M.d., et al. (2012). The effect of virtual agents\u2019 emotion displays and appraisals on people\u2019s decision making in negotiation. In: International Conference on Intelligent Virtual Agents,"},{"issue":"4","key":"1058_CR54","doi-asserted-by":"publisher","first-page":"207","DOI":"10.1093\/jcmc\/zmab005","volume":"26","author":"J Meng","year":"2021","unstructured":"Meng, J., Dai, Y.: Emotional support from AI chatbots: should a supportive partner self-disclose or not? J. Comput.-Mediat. Commun. 26(4), 207\u2013222 (2021). https:\/\/doi.org\/10.1093\/jcmc\/zmab005","journal-title":"J. Comput.-Mediat. Commun."},{"key":"1058_CR55","doi-asserted-by":"publisher","DOI":"10.1007\/s10209-022-00932-5","author":"SS Merkouris","year":"2022","unstructured":"Merkouris, S.S., et al.: Improving the user experience of a gambling support and education website using a chatbot. Univ. Access Inf. Soc. (2022). https:\/\/doi.org\/10.1007\/s10209-022-00932-5","journal-title":"Univ. Access Inf. Soc."},{"issue":"5","key":"1058_CR56","doi-asserted-by":"publisher","first-page":"40","DOI":"10.1109\/MITP.2018.053891336","volume":"20","author":"LN Michaud","year":"2018","unstructured":"Michaud, L.N.: Observations of a new chatbot: drawing conclusions from early interactions with users. IT Professional 20(5), 40\u201347 (2018)","journal-title":"IT Professional"},{"key":"1058_CR57","doi-asserted-by":"publisher","DOI":"10.1016\/j.tele.2021.101711","volume":"65","author":"E Mogaji","year":"2021","unstructured":"Mogaji, E., et al.: Emerging-market consumers\u2019 interactions with banking chatbots. Telematics Inform. 65, 101711 (2021). https:\/\/doi.org\/10.1016\/j.tele.2021.101711","journal-title":"Telematics Inform."},{"key":"1058_CR58","doi-asserted-by":"publisher","DOI":"10.1016\/j.eswa.2021.115461","volume":"184","author":"S Mohamad Suhaili","year":"2021","unstructured":"Mohamad Suhaili, S., et al.: Service chatbots: A systematic review. Expert Syst. Appl. 184, 115461 (2021). https:\/\/doi.org\/10.1016\/j.eswa.2021.115461","journal-title":"Expert Syst. Appl."},{"issue":"5","key":"1058_CR59","doi-asserted-by":"publisher","first-page":"6033","DOI":"10.1007\/s10639-021-10542-y","volume":"26","author":"NAM Mokmin","year":"2021","unstructured":"Mokmin, N.A.M., Ibrahim, N.A.: The evaluation of chatbot as a tool for health literacy education among undergraduate students. Educ. Inf. Technol. 26(5), 6033\u20136049 (2021). https:\/\/doi.org\/10.1007\/s10639-021-10542-y","journal-title":"Educ. Inf. Technol."},{"key":"1058_CR60","doi-asserted-by":"publisher","first-page":"864","DOI":"10.1016\/j.jbusres.2022.03.011","volume":"145","author":"D Mukherjee","year":"2022","unstructured":"Mukherjee, D., et al.: Mapping five decades of international business and management research on India: A bibliometric analysis and future directions. J. Bus. Res. 145, 864\u2013891 (2022). https:\/\/doi.org\/10.1016\/j.jbusres.2022.03.011","journal-title":"J. Bus. Res."},{"key":"1058_CR61","doi-asserted-by":"publisher","first-page":"205520761987180","DOI":"10.1177\/2055207619871808","volume":"5","author":"T Nadarzynski","year":"2019","unstructured":"Nadarzynski, T., et al.: Acceptability of artificial intelligence (AI)-led chatbot services in healthcare: A mixed-methods study. Digital Health 5, 2055207619871808 (2019)","journal-title":"Digital Health"},{"key":"1058_CR62","doi-asserted-by":"crossref","unstructured":"Nagarhalli, T.P., et al. (2020). A review of current trends in the development of chatbot systems. In: 2020 6th International Conference on Advanced Computing and Communication Systems (ICACCS),","DOI":"10.1109\/ICACCS48705.2020.9074420"},{"key":"1058_CR63","doi-asserted-by":"publisher","first-page":"107093","DOI":"10.1016\/j.chb.2021.107093","volume":"128","author":"QN Nguyen","year":"2022","unstructured":"Nguyen, Q.N., et al.: User interactions with chatbot interfaces vs. Menu-based interfaces: An empirical study. Comput. Human Behav. 128, 107093 (2022). https:\/\/doi.org\/10.1016\/j.chb.2021.107093","journal-title":"Comput. Human Behav."},{"key":"1058_CR64","doi-asserted-by":"publisher","DOI":"10.1007\/s10796-021-10212-x","author":"TH Nguyen","year":"2021","unstructured":"Nguyen, T.H., et al.: Don\u2019t neglect the user! \u2013 Identifying types of human-chatbot interactions and their associated characteristics. Inf. Syst. Front. (2021). https:\/\/doi.org\/10.1007\/s10796-021-10212-x","journal-title":"Inf. Syst. Front."},{"issue":"3","key":"1058_CR65","doi-asserted-by":"publisher","first-page":"317","DOI":"10.1093\/iwc\/iwz022","volume":"31","author":"CB Nordheim","year":"2019","unstructured":"Nordheim, C.B., et al.: An initial model of trust in chatbots for customer service\u2014findings from a questionnaire study. Interact. Comput. 31(3), 317\u2013335 (2019). https:\/\/doi.org\/10.1093\/iwc\/iwz022","journal-title":"Interact. Comput."},{"issue":"4","key":"1058_CR66","doi-asserted-by":"publisher","first-page":"797","DOI":"10.1007\/s10209-020-00754-3","volume":"20","author":"D Pal","year":"2021","unstructured":"Pal, D., et al.: Analyzing the adoption and diffusion of voice-enabled smart-home systems: Empirical evidence from Thailand. Univ. Access Inf. Soc. 20(4), 797\u2013815 (2021)","journal-title":"Univ. Access Inf. Soc."},{"key":"1058_CR67","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijhm.2021.102944","volume":"95","author":"H Pal\u00e1cios","year":"2021","unstructured":"Pal\u00e1cios, H., et al.: A bibliometric analysis of trust in the field of hospitality and tourism. Int. J. Hosp. Manag. 95, 102944 (2021). https:\/\/doi.org\/10.1016\/j.ijhm.2021.102944","journal-title":"Int. J. Hosp. Manag."},{"key":"1058_CR68","doi-asserted-by":"publisher","unstructured":"Pawlik, V.P. (2022). Design Matters! How Visual Gendered Anthropomorphic Design Cues Moderate the Determinants of the Behavioral Intention Towards Using Chatbots. In: Chatbot Research and Design. Springer International Publishing. https:\/\/doi.org\/10.1007\/978-3-030-94890-0_12","DOI":"10.1007\/978-3-030-94890-0_12"},{"issue":"10","key":"1058_CR69","doi-asserted-by":"publisher","first-page":"3199","DOI":"10.1108\/ijchm-04-2020-0259","volume":"32","author":"R Pillai","year":"2020","unstructured":"Pillai, R., Sivathanu, B.: Adoption of AI-based chatbots for hospitality and tourism. Int. J. Contemp. Hosp. Manag. 32(10), 3199\u20133226 (2020). https:\/\/doi.org\/10.1108\/ijchm-04-2020-0259","journal-title":"Int. J. Contemp. Hosp. Manag."},{"key":"1058_CR70","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijhcs.2021.102630","volume":"151","author":"A Rapp","year":"2021","unstructured":"Rapp, A., et al.: The human side of human-chatbot interaction: A systematic literature review of ten years of research on text-based chatbots. Int. J. Hum. Comput. Stud. 151, 102630 (2021). https:\/\/doi.org\/10.1016\/j.ijhcs.2021.102630","journal-title":"Int. J. Hum. Comput. Stud."},{"key":"1058_CR71","doi-asserted-by":"publisher","first-page":"12430","DOI":"10.1109\/ACCESS.2022.3145323","volume":"10","author":"R Ren","year":"2022","unstructured":"Ren, R., et al.: Experimentation for chatbot usability evaluation: A secondary study. IEEE Access 10, 12430\u201312464 (2022)","journal-title":"IEEE Access"},{"key":"1058_CR72","doi-asserted-by":"publisher","first-page":"23","DOI":"10.1016\/j.jbusres.2020.12.051","volume":"126","author":"R Roy","year":"2021","unstructured":"Roy, R., Naidoo, V.: Enhancing chatbot effectiveness: The role of anthropomorphic conversational styles and time orientation. J. Bus. Res. 126, 23\u201334 (2021). https:\/\/doi.org\/10.1016\/j.jbusres.2020.12.051","journal-title":"J. Bus. Res."},{"issue":"3","key":"1058_CR73","doi-asserted-by":"publisher","first-page":"839","DOI":"10.1007\/s10796-021-10226-5","volume":"24","author":"C Rzepka","year":"2021","unstructured":"Rzepka, C., et al.: Voice assistant vs. chatbot \u2013 Examining the fit between conversational agents\u2019 interaction modalities and information search tasks. Inform. Syst. Front. 24(3), 839\u2013856 (2021). https:\/\/doi.org\/10.1007\/s10796-021-10226-5","journal-title":"Inform. Syst. Front."},{"issue":"6","key":"1058_CR74","doi-asserted-by":"publisher","first-page":"4733","DOI":"10.1007\/s11192-021-03940-z","volume":"126","author":"FE Sandnes","year":"2021","unstructured":"Sandnes, F.E.: A bibliometric study of human\u2013computer interaction research activity in the Nordic-Baltic Eight countries. Scientometrics 126(6), 4733\u20134767 (2021)","journal-title":"Scientometrics"},{"key":"1058_CR75","doi-asserted-by":"crossref","unstructured":"Sharbaf, M.S. (2021). ARTIFICIAL INTELLIGENCE IN GERMANY: STRATEGY AND POLICY\u2014THE IMPACT OF AI ON GERMAN ECONOMY. International Perspectives on Artificial Intelligence, 33.","DOI":"10.2307\/j.ctv270kv9x.9"},{"key":"1058_CR76","doi-asserted-by":"crossref","unstructured":"Shawar, B.A., Atwell, E. (2007). Different measurement metrics to evaluate a chatbot system. In: Proceedings of the workshop on bridging the gap: Academic and industrial research in dialog technologies,","DOI":"10.3115\/1556328.1556341"},{"issue":"4","key":"1058_CR77","doi-asserted-by":"publisher","first-page":"489","DOI":"10.1075\/ijcl.10.4.06sha","volume":"10","author":"BA Shawar","year":"2005","unstructured":"Shawar, B.A., Atwell, E.S.: Using corpora in machine-learning chatbot systems. Int. J. Corpus Linguist. 10(4), 489\u2013516 (2005)","journal-title":"Int. J. Corpus Linguist."},{"issue":"1","key":"1058_CR78","doi-asserted-by":"publisher","first-page":"67","DOI":"10.1177\/1742766520982324","volume":"17","author":"C Su","year":"2021","unstructured":"Su, C., Flew, T.: The rise of Baidu, Alibaba and Tencent (BAT) and their role in China\u2019s Belt and Road Initiative (BRI). Global Med. Commun. 17(1), 67\u201386 (2021)","journal-title":"Global Med. Commun."},{"issue":"4","key":"1058_CR79","doi-asserted-by":"publisher","first-page":"502","DOI":"10.18178\/ijmerr.9.4.502-510","volume":"9","author":"P Suta","year":"2020","unstructured":"Suta, P., et al.: An overview of machine learning in chatbots. Int. J. Mech. Eng. Robot. Res. 9(4), 502\u2013510 (2020)","journal-title":"Int. J. Mech. Eng. Robot. Res."},{"key":"1058_CR80","doi-asserted-by":"publisher","DOI":"10.1016\/j.jclepro.2020.121041","volume":"260","author":"J Tao","year":"2020","unstructured":"Tao, J., et al.: A bibliometric analysis of human reliability research. J. Clean. Prod. 260, 121041 (2020). https:\/\/doi.org\/10.1016\/j.jclepro.2020.121041","journal-title":"J. Clean. Prod."},{"issue":"12","key":"1058_CR81","doi-asserted-by":"publisher","first-page":"2377","DOI":"10.1002\/mar.21556","volume":"38","author":"WHS Tsai","year":"2021","unstructured":"Tsai, W.H.S., et al.: Human versus chatbot: Understanding the role of emotion in health marketing communication for vaccines. Psychol. Mark. 38(12), 2377\u20132392 (2021)","journal-title":"Psychol. Mark."},{"issue":"236","key":"1058_CR82","doi-asserted-by":"publisher","first-page":"433","DOI":"10.1093\/mind\/LIX.236.433","volume":"59","author":"AM Turing","year":"1950","unstructured":"Turing, A.M.: Computing machinery and intelligence. Mind, LIX 59(236), 433\u2013460 (1950). https:\/\/doi.org\/10.1093\/mind\/LIX.236.433","journal-title":"Mind, LIX"},{"issue":"1","key":"1058_CR83","doi-asserted-by":"publisher","first-page":"108","DOI":"10.1080\/0144929X.2019.1637025","volume":"39","author":"S Valtolina","year":"2020","unstructured":"Valtolina, S., et al.: Communicability of traditional interfaces VS chatbots in healthcare and smart home domains. Behav. Inform. Technol. 39(1), 108\u2013132 (2020)","journal-title":"Behav. Inform. Technol."},{"key":"1058_CR84","doi-asserted-by":"publisher","first-page":"150","DOI":"10.1016\/j.chb.2019.04.009","volume":"98","author":"E Van Den Broeck","year":"2019","unstructured":"Van Den Broeck, E., et al.: Chatbot advertising effectiveness: When does the message get through? Comput. Hum. Behav. 98, 150\u2013157 (2019). https:\/\/doi.org\/10.1016\/j.chb.2019.04.009","journal-title":"Comput. Hum. Behav."},{"issue":"1","key":"1058_CR85","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1186\/s41239-021-00269-8","volume":"18","author":"E V\u00e1zquez-Cano","year":"2021","unstructured":"V\u00e1zquez-Cano, E., et al.: Chatbot to improve learning punctuation in Spanish and to enhance open and flexible learning environments. Int. J. Educ. Technol. High. Educ. 18(1), 1\u201320 (2021)","journal-title":"Int. J. Educ. Technol. High. Educ."},{"key":"1058_CR86","doi-asserted-by":"publisher","unstructured":"Wallace, R.S. (2009). The Anatomy of A.L.I.C.E. In Parsing the Turing Test, Springer Netherlands. https:\/\/doi.org\/10.1007\/978-1-4020-6710-5_13","DOI":"10.1007\/978-1-4020-6710-5_13"},{"key":"1058_CR87","doi-asserted-by":"publisher","DOI":"10.1016\/j.caeai.2021.100023","volume":"2","author":"J Wang","year":"2021","unstructured":"Wang, J., et al.: Directions of the 100 most cited chatbot-related human behavior research: A review of academic publications. Comput. Edu.: Artif. Int. 2, 100023 (2021). https:\/\/doi.org\/10.1016\/j.caeai.2021.100023","journal-title":"Comput. Edu.: Artif. Int."},{"key":"1058_CR88","doi-asserted-by":"publisher","unstructured":"Wang, P., Shao, J. (2022). Escaping Loneliness Through Tourist-Chatbot Interactions. In: Information and Communication Technologies in Tourism 2022: 473\u2013485. https:\/\/doi.org\/10.1007\/978-3-030-94751-4_44","DOI":"10.1007\/978-3-030-94751-4_44"},{"issue":"6","key":"1058_CR89","doi-asserted-by":"publisher","first-page":"1","DOI":"10.4018\/IJEHMC.293285","volume":"12","author":"X Wang","year":"2021","unstructured":"Wang, X., et al.: Artificial intelligence-empowered chatbot for effective COVID-19 information delivery to older adults. Int. J. E-Health Med. Commun. (IJEHMC) 12(6), 1\u201318 (2021)","journal-title":"Int. J. E-Health Med. Commun. (IJEHMC)"},{"issue":"1","key":"1058_CR90","doi-asserted-by":"publisher","first-page":"36","DOI":"10.1145\/365153.365168","volume":"9","author":"J Weizenbaum","year":"1966","unstructured":"Weizenbaum, J.: ELIZA\u2014a computer program for the study of natural language communication between man and machine. Commun. ACM 9(1), 36\u201345 (1966)","journal-title":"Commun. ACM"},{"issue":"4","key":"1058_CR91","doi-asserted-by":"publisher","first-page":"854","DOI":"10.1177\/1460458215593329","volume":"22","author":"MK Wolters","year":"2016","unstructured":"Wolters, M.K., et al.: Designing a spoken dialogue interface to an intelligent cognitive assistant for people with dementia. Health Inform. J. 22(4), 854\u2013866 (2016)","journal-title":"Health Inform. J."},{"issue":"435\u2013442","key":"1058_CR92","volume":"137","author":"L Xie","year":"2020","unstructured":"Xie, L., et al.: Bibliometric and visualized analysis of scientific publications on atlantoaxial spine surgery based on Web of Science and VOSviewer. World Neurosurg. 137(435\u2013442), e434 (2020)","journal-title":"World Neurosurg."},{"key":"1058_CR93","doi-asserted-by":"publisher","first-page":"152","DOI":"10.1016\/j.chb.2017.04.043","volume":"74","author":"K Xu","year":"2017","unstructured":"Xu, K., Lombard, M.: Persuasive computing: Feeling peer pressure from multiple computer agents. Comput. Hum. Behav. 74, 152\u2013162 (2017)","journal-title":"Comput. Hum. Behav."},{"issue":"11","key":"1058_CR94","doi-asserted-by":"publisher","first-page":"1177","DOI":"10.1080\/0144929x.2020.1743362","volume":"40","author":"C Yen","year":"2021","unstructured":"Yen, C., Chiang, M.-C.: Trust me, if you can: a study on the factors that influence consumers\u2019 purchase intention triggered by chatbots based on brain image evidence and self-reported assessments. Behav. Inform. Technol. 40(11), 1177\u20131194 (2021). https:\/\/doi.org\/10.1080\/0144929x.2020.1743362","journal-title":"Behav. Inform. Technol."},{"issue":"3","key":"1058_CR95","doi-asserted-by":"publisher","first-page":"527","DOI":"10.1108\/jhtt-03-2021-0089","volume":"13","author":"J Yoon","year":"2022","unstructured":"Yoon, J., Yu, H.: Impact of customer experience on attitude and utilization intention of a restaurant-menu curation chatbot service. J. Hospital. Tour. Technol. 13(3), 527\u2013541 (2022). https:\/\/doi.org\/10.1108\/jhtt-03-2021-0089","journal-title":"J. Hospital. Tour. Technol."},{"issue":"3","key":"1058_CR96","doi-asserted-by":"publisher","first-page":"663","DOI":"10.1177\/0972150918779294","volume":"21","author":"YM Yusoff","year":"2020","unstructured":"Yusoff, Y.M., et al.: Linking green human resource management practices to environmental performance in hotel industry. Glob. Bus. Rev. 21(3), 663\u2013680 (2020)","journal-title":"Glob. Bus. Rev."},{"issue":"1","key":"1058_CR97","first-page":"66","volume":"20","author":"A Zarifis","year":"2021","unstructured":"Zarifis, A., et al.: Evaluating if trust and personal information privacy concerns are barriers to using health insurance that explicitly utilizes AI. J. Int. Comm. 20(1), 66\u201383 (2021)","journal-title":"J. Int. Comm."},{"issue":"12","key":"1058_CR98","doi-asserted-by":"publisher","first-page":"1130","DOI":"10.1080\/0144929x.2016.1212403","volume":"35","author":"X Zhang","year":"2016","unstructured":"Zhang, X., et al.: What is the role of IT in innovation? A bibliometric analysis of research development in IT innovation. Behav. Inform. Technol. 35(12), 1130\u20131143 (2016). https:\/\/doi.org\/10.1080\/0144929x.2016.1212403","journal-title":"Behav. Inform. Technol."},{"issue":"1","key":"1058_CR99","doi-asserted-by":"publisher","first-page":"321","DOI":"10.1007\/s11192-020-03387-8","volume":"123","author":"J Zhu","year":"2020","unstructured":"Zhu, J., Liu, W.: A tale of two databases: The use of web of science and scopus in academic papers. Scientometrics 123(1), 321\u2013335 (2020)","journal-title":"Scientometrics"},{"issue":"12","key":"1058_CR100","doi-asserted-by":"publisher","first-page":"1182","DOI":"10.1080\/10447318.2021.1988236","volume":"38","author":"Y Zhu","year":"2021","unstructured":"Zhu, Y., et al.: It Is Me, Chatbot: Working to address the COVID-19 outbreak-related mental health issues in China. User experience, satisfaction, and influencing factors. Int. J. Human-Comput. Int. 38(12), 1182\u20131194 (2021). https:\/\/doi.org\/10.1080\/10447318.2021.1988236","journal-title":"Int. J. Human-Comput. Int."},{"key":"1058_CR101","doi-asserted-by":"publisher","first-page":"131","DOI":"10.1016\/j.aap.2018.06.010","volume":"118","author":"X Zou","year":"2018","unstructured":"Zou, X., et al.: Visualization and analysis of mapping knowledge domain of road safety studies. Accid. Anal. Prev. 118, 131\u2013145 (2018)","journal-title":"Accid. Anal. Prev."}],"container-title":["Universal Access in the Information Society"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/s10209-023-01058-y.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/article\/10.1007\/s10209-023-01058-y\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/s10209-023-01058-y.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,3,11]],"date-time":"2025-03-11T12:14:38Z","timestamp":1741695278000},"score":1,"resource":{"primary":{"URL":"https:\/\/link.springer.com\/10.1007\/s10209-023-01058-y"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2023,10,27]]},"references-count":101,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2025,3]]}},"alternative-id":["1058"],"URL":"https:\/\/doi.org\/10.1007\/s10209-023-01058-y","relation":{},"ISSN":["1615-5289","1615-5297"],"issn-type":[{"value":"1615-5289","type":"print"},{"value":"1615-5297","type":"electronic"}],"subject":[],"published":{"date-parts":[[2023,10,27]]},"assertion":[{"value":"12 October 2023","order":1,"name":"accepted","label":"Accepted","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"27 October 2023","order":2,"name":"first_online","label":"First Online","group":{"name":"ArticleHistory","label":"Article History"}},{"order":1,"name":"Ethics","group":{"name":"EthicsHeading","label":"Declarations"}},{"value":"No potential conflict of interest was reported by the author(s).","order":2,"name":"Ethics","group":{"name":"EthicsHeading","label":"Conflict of interest"}}]}}