{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,12,30]],"date-time":"2025-12-30T03:35:47Z","timestamp":1767065747881,"version":"3.37.3"},"reference-count":159,"publisher":"Springer Science and Business Media LLC","issue":"1","license":[{"start":{"date-parts":[[2020,11,13]],"date-time":"2020-11-13T00:00:00Z","timestamp":1605225600000},"content-version":"tdm","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"},{"start":{"date-parts":[[2020,11,13]],"date-time":"2020-11-13T00:00:00Z","timestamp":1605225600000},"content-version":"vor","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":["Inf Syst E-Bus Manage"],"published-print":{"date-parts":[[2021,3]]},"DOI":"10.1007\/s10257-020-00487-z","type":"journal-article","created":{"date-parts":[[2020,11,13]],"date-time":"2020-11-13T04:50:03Z","timestamp":1605243003000},"page":"205-246","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":16,"title":["Value propositions of chatbots to support innovation management processes"],"prefix":"10.1007","volume":"19","author":[{"ORCID":"https:\/\/orcid.org\/0000-0003-3175-6954","authenticated-orcid":false,"given":"Florian","family":"Johannsen","sequence":"first","affiliation":[]},{"given":"Dorina","family":"Schaller","sequence":"additional","affiliation":[]},{"given":"Milan Frederik","family":"Klus","sequence":"additional","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2020,11,13]]},"reference":[{"key":"487_CR1","first-page":"72","volume":"6","author":"SA Abdul-Kader","year":"2015","unstructured":"Abdul-Kader SA, Woods J (2015) Survey on chatbot design techniques in speech conversation systems. Int J Adv Comput Sci Appl 6:72\u201380","journal-title":"Int J Adv Comput Sci Appl"},{"key":"487_CR2","doi-asserted-by":"publisher","first-page":"30","DOI":"10.1108\/14601069810199131","volume":"1","author":"PK Ahmed","year":"1998","unstructured":"Ahmed PK (1998) Culture and climate for innovation. Eur J Innov Manag 1:30\u201343","journal-title":"Eur J Innov Manag"},{"key":"487_CR3","doi-asserted-by":"crossref","unstructured":"Alves V, Schwanninger C, Barbosa L, Rashid A, Sawyer P, Rayson P, Pohl C, Rummler A (2008) An exploratory study of information retrieval techniques in domain analysis. In: Proceedings 12th international software product line conference, 2008, 67\u201376, IEEE","DOI":"10.1109\/SPLC.2008.18"},{"key":"487_CR4","doi-asserted-by":"publisher","first-page":"183","DOI":"10.1016\/j.chb.2018.03.051","volume":"85","author":"T Araujo","year":"2018","unstructured":"Araujo T (2018) Living up to the chatbot hype: the influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions. Comput Hum Behav 85:183\u2013189","journal-title":"Comput Hum Behav"},{"key":"487_CR5","unstructured":"Shawar BA, Atwell, E. (2015) A chatbot as a question answering tool. In: International conference on advances in software, control and mechanical engineering, antalya, pp 63\u201368"},{"key":"487_CR6","unstructured":"Augello A, Gentile M, Dignum F (2017) An overview of open-source chatbots social skills. In: International conference on internet science. Springer, Berlin, pp 236\u2013248"},{"key":"487_CR7","unstructured":"Bai ZS, Sreelatha M (2020) Text mining from internet resources using information retrieval techniques. In: Namburu A, Barpanda S (eds) Proceedings of recent advances in computer based systems, processes and applications (NCRACSPA-2019). CRC Press, Cambridge, pp 59\u201372"},{"key":"487_CR8","doi-asserted-by":"publisher","first-page":"560","DOI":"10.1108\/14601060810911165","volume":"11","author":"M Baier","year":"2008","unstructured":"Baier M, Graefe G, Roemer E (2008) Selecting promising business ideas for innovative IT services. Eur J Innov Manag 11:560\u2013576","journal-title":"Eur J Innov Manag"},{"key":"487_CR9","first-page":"104","volume":"5","author":"V Barba-S\u00e1nchez","year":"2007","unstructured":"Barba-S\u00e1nchez V, Mart\u00ednez-Ruiz M, Jim\u00e9nez-Zarco AI (2007) Drivers, benefits and challenges of ICT adoption by small and medium sized enterprises (SMEs) A literature review. Probl Perspect Manag 5:104\u2013115","journal-title":"Probl Perspect Manag"},{"key":"487_CR10","volume-title":"The PDMA toolbook 1 for new product development","author":"P Belliveau","year":"2002","unstructured":"Belliveau P, Griffin A, Somermeyer S (2002) The PDMA toolbook 1 for new product development. Wiley, New York"},{"key":"487_CR11","doi-asserted-by":"publisher","first-page":"366","DOI":"10.1108\/14601060810889017","volume":"11","author":"B Bernstein","year":"2008","unstructured":"Bernstein B, Singh PJ (2008) Innovation generation process. Eur J Innov Manag 11:366\u2013388","journal-title":"Eur J Innov Manag"},{"key":"487_CR12","doi-asserted-by":"publisher","first-page":"55","DOI":"10.1016\/j.ctro.2019.04.002","volume":"16","author":"J-E Bibault","year":"2019","unstructured":"Bibault J-E, Chaix B, Nectoux P, Pienkowski A, Guillemas\u00e9 A, Brouard B (2019) Healthcare ex Machina: are conversational agents ready for prime time in oncology? Clin Transl Radiat Oncol 16:55\u201359","journal-title":"Clin Transl Radiat Oncol"},{"key":"487_CR13","first-page":"63","volume":"9","author":"SA Bihade","year":"2018","unstructured":"Bihade SA, Badhiye PA, Shelke V (2018) Chatbots: the emulating machines. Int J Eng Appl Technol 9:63\u201367","journal-title":"Int J Eng Appl Technol"},{"key":"487_CR14","first-page":"199","volume":"12","author":"I Blohm","year":"2013","unstructured":"Blohm I, Leimeister JM, Krcmar H (2013) Crowdsourcing: how to benefit from (too) many great ideas. MIS Q Exec 12:199\u2013211","journal-title":"MIS Q Exec"},{"key":"487_CR15","doi-asserted-by":"publisher","first-page":"53","DOI":"10.1007\/978-3-319-92108-2_6","volume-title":"Advanced social interaction with agents","author":"KK Bowden","year":"2019","unstructured":"Bowden KK, Oraby S, Misra A, Wu J, Lukin S, Walker M (2019) Data-driven dialogue systems for social agents. In: Bowden KK, Oraby S, Misra A, Wu J, Lukin S, Walker M (eds) Advanced social interaction with agents. Springer, Berlin, pp 53\u201356"},{"key":"487_CR16","doi-asserted-by":"crossref","unstructured":"Brandtzaeg PB, F\u00f8lstad A (2017) Why people use chatbots. In: International conference on internet science. Springer International Publishing, Berlin, pp. 377\u2013392","DOI":"10.1007\/978-3-319-70284-1_30"},{"issue":"5","key":"487_CR17","doi-asserted-by":"publisher","first-page":"38","DOI":"10.1145\/3236669","volume":"25","author":"PB Brandtzaeg","year":"2018","unstructured":"Brandtzaeg PB, F\u00f8lstad A (2018) Chatbots: changing user needs and motivations. Interactions 25(5):38\u201343","journal-title":"Interactions"},{"key":"487_CR18","volume-title":"Innovationsmanagement: Von der Idee zur erfolgreichen Vermarktung","author":"A Brem","year":"2015","unstructured":"Brem A, Vahs D (2015) Innovationsmanagement: Von der Idee zur erfolgreichen Vermarktung. Sch\u00e4ffer-Poeschel, Stuttgart"},{"key":"487_CR19","unstructured":"Capgemini (2019) Studie IT\u2013Trends 2019. https:\/\/www.capgemini.com\/de\u2013de\/wp\u2013content\/uploads\/sites\/5\/2019\/02\/IT\u2013Trends\u2013Studie\u20132019.pdf"},{"key":"487_CR20","doi-asserted-by":"publisher","first-page":"118","DOI":"10.1108\/IJILT-10-2017-0097","volume":"35","author":"S Carayannopoulos","year":"2018","unstructured":"Carayannopoulos S (2018) Using chatbots to aid transition. Int J Inf Learn Technol 35:118\u2013129","journal-title":"Int J Inf Learn Technol"},{"key":"487_CR21","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1093\/oso\/9780199290727.001.0001","volume-title":"Open innovation: researching a new paradigm","author":"H Chesbrough","year":"2006","unstructured":"Chesbrough H (2006) Open innovation: a new paradigm for understanding industrial innovation. In: Chesbrough H, Vanhaverbeke W, West J (eds) Open innovation: researching a new paradigm. Oxford University Press, Oxford, pp 1\u201312"},{"key":"487_CR22","doi-asserted-by":"publisher","first-page":"528","DOI":"10.18178\/ijmerr.7.5.528-533","volume":"7","author":"F Colace","year":"2018","unstructured":"Colace F, De Santo M, Lombardi M, Pascale F, Pietrosanto A, Lemma S (2018) Chatbot for e\u2013learning: a case of study. Int J Mech Eng Robot Res 7:528\u2013533","journal-title":"Int J Mech Eng Robot Res"},{"key":"487_CR23","doi-asserted-by":"publisher","first-page":"137","DOI":"10.12720\/joace.3.2.137-140","volume":"3","author":"BEV Comendador","year":"2015","unstructured":"Comendador BEV, Francisco BMB, Medenilla JS, Mae S (2015) Pharmabot: a pediatric generic medicine consultant chatbot. J Autom Control Eng 3:137\u2013140","journal-title":"J Autom Control Eng"},{"key":"487_CR24","first-page":"104","volume":"1","author":"HM Cooper","year":"1988","unstructured":"Cooper HM (1988) Organizing knowledge syntheses: a taxonomy of literature reviews. Knowl Soc 1:104\u2013126","journal-title":"Knowl Soc"},{"key":"487_CR25","doi-asserted-by":"publisher","first-page":"44","DOI":"10.1016\/0007-6813(90)90040-I","volume":"33","author":"RG Cooper","year":"1990","unstructured":"Cooper RG (1990) Stage\u2013gate systems: a new tool for managing new products. Bus Horiz 33:44\u201354","journal-title":"Bus Horiz"},{"key":"487_CR26","first-page":"3","volume-title":"The handbook of research synthesis","author":"CM Cooper","year":"1994","unstructured":"Cooper CM, Hedges LV (1994) Research synthesis as a scientific enterprise. In: Cooper CM, Hedges LV (eds) The handbook of research synthesis. Russell Sage Foundation, New York, pp 3\u201314"},{"key":"487_CR27","unstructured":"Coperich K, Cudney E, Nembhard H (2017) Continuous improvement study of chatbot technologies using a human factors methodology. In: Proceedings of the 2017 industrial and systems engineering conference"},{"key":"487_CR28","volume-title":"Basics of qualitative research: Techniques and procedures for developing grounded theory","author":"J Corbin","year":"2015","unstructured":"Corbin J, Strauss A (2015) Basics of qualitative research: Techniques and procedures for developing grounded theory. Sage Publications, Thousand Oaks"},{"issue":"10","key":"487_CR29","doi-asserted-by":"publisher","first-page":"819","DOI":"10.1016\/S0166-4972(03)00013-0","volume":"24","author":"K Cormican","year":"2004","unstructured":"Cormican K, O\u2019Sullivan D (2004) Auditing best practice for effective product innovation management. Technovation 24(10):819\u2013829","journal-title":"Technovation"},{"key":"487_CR30","volume-title":"IT capability maturity framework\u2122 IT-CMF\u2122","author":"M Curley","year":"2016","unstructured":"Curley M, Kenneally J, Carcary M (2016) IT capability maturity framework\u2122 IT-CMF\u2122, 2nd edn. Van Haren Publishing, \u2018s-Hertogenbosch","edition":"2"},{"key":"487_CR32","doi-asserted-by":"publisher","first-page":"811","DOI":"10.1017\/S1351324916000243","volume":"22","author":"R Dale","year":"2016","unstructured":"Dale R (2016) The return of the chatbots. Nat Lang Eng 22:811\u2013817","journal-title":"Nat Lang Eng"},{"key":"487_CR33","volume-title":"Process innovation: reengineering work through information technology","author":"TH Davenport","year":"1993","unstructured":"Davenport TH (1993) Process innovation: reengineering work through information technology. Harvard Business School Press, Boston"},{"key":"487_CR34","unstructured":"Davenport TH, Loucks J, Schatsky D (2017) Bullish on the business value of cognitive. Leaders in cognitive and AI weigh in on what\u2019s working and what\u2019s next. https:\/\/www2.deloitte.com\/content\/dam\/Deloitte\/us\/Documents\/deloitte\u2013analytics\/us\u2013da\u20132017\u2013deloitte\u2013state\u2013of\u2013cognitive\u2013survey.pdf"},{"key":"487_CR35","unstructured":"Dignum V, Dignum F (2014) Contextualized planning using social practices. In: International workshop on coordination, organizations, institutions, and norms in agent systems, 2014. Springer, Berlin, pp 36\u201352"},{"key":"487_CR36","unstructured":"Dignum F, Hofstede GJ, Prada R (2014) From autistic to social agents. In: Proceedings of the 2014 IC on autonomous agents and multi-agent systems, 2014, pp. 1161\u20131164"},{"key":"487_CR37","volume-title":"Innovationsbereitschaft","author":"M Disselkamp","year":"2012","unstructured":"Disselkamp M (2012) Innovationsbereitschaft. Springer, Wiesbaden"},{"key":"487_CR38","first-page":"49","volume":"4","author":"A Dole","year":"2015","unstructured":"Dole A, Sansar H, Harekar MR, Athalye MS (2015) Intelligent chat bot for banking system. Int J Emerg Trends Technol Comput Sci 4:49\u201351","journal-title":"Int J Emerg Trends Technol Comput Sci"},{"key":"487_CR39","doi-asserted-by":"publisher","first-page":"816","DOI":"10.17148\/IJARCCE.2017.64151","volume":"6","author":"SV Doshi","year":"2017","unstructured":"Doshi SV, Pawar SB, Shelar AG, Kulkarni SS (2017) Artificial intelligence Chatbot in Android system using open source program-O. Int J Adv Res Comput Commun Eng 6:816\u2013821","journal-title":"Int J Adv Res Comput Commun Eng"},{"key":"487_CR40","first-page":"4","volume":"12","author":"S Draxinger","year":"2017","unstructured":"Draxinger S (2017) The generativity of messaging platforms: a case study on Facebook messenger and chatbots. iSChannel 12:4\u20139","journal-title":"iSChannel"},{"key":"487_CR41","unstructured":"Drift, SurveyMonkey Audience, Salesforce, Myclever (2018) The 2018 state of chatbots report: How chatbots are reshaping online experiences. https:\/\/nextbigwhat.com\/chatbots\u2013report\u20132018\/"},{"issue":"4","key":"487_CR42","doi-asserted-by":"publisher","first-page":"716","DOI":"10.1108\/JSBED-08-2012-0094","volume":"20","author":"M Durkin","year":"2013","unstructured":"Durkin M, McGowan P, McKeown N (2013) Exploring social media adoption in small to medium-sized enterprises in Ireland. J Small Bus Enterp Dev 20(4):716\u2013734","journal-title":"J Small Bus Enterp Dev"},{"key":"487_CR43","doi-asserted-by":"publisher","first-page":"864","DOI":"10.1111\/jpim.12415","volume":"34","author":"K Eling","year":"2017","unstructured":"Eling K, Herstatt C (2017) Managing the front end of innovation: less fuzzy, yet still not fully understood. J Prod Innov Manag 34:864\u2013874","journal-title":"J Prod Innov Manag"},{"key":"487_CR44","unstructured":"Falk T, Leist S (2014) Effects of mobile solutions for improving business processes. In: European conference on information systems, Tel-Aviv"},{"key":"487_CR45","first-page":"257","volume-title":"Collaborative networks of cognitive systems. IFIP advances in information and communication technology","author":"C Frommert","year":"2018","unstructured":"Frommert C, H\u00e4fner A, Friedrich J, Zinke C (2018) Using chatbots to assist communication in collaborative networks. In: Camarinha-Matos L, Afsarmanesh H, Rezgui Y (eds) Collaborative networks of cognitive systems. IFIP advances in information and communication technology, vol 534. Springer, Cardiff, pp 257\u2013265"},{"key":"487_CR46","first-page":"111","volume-title":"B.I.T online\u2014Innovativ. MALIS\u2013Praxisprojekte 2011","author":"H Gennermann","year":"2011","unstructured":"Gennermann H, Hack S (2011) Qualit\u00e4tsstandards f\u00fcr Chatbots in der bibliothekarischen Auskunft in Deutschland. In: Fuhlrott R, Krau\u00df-Leichert U, Sch\u00fctte CH (eds) B.I.T online\u2014Innovativ. MALIS\u2013Praxisprojekte 2011. Dinges and Frick GmbH, Wiesbaden, pp 111\u2013138"},{"key":"487_CR47","doi-asserted-by":"publisher","first-page":"59","DOI":"10.1007\/978-3-658-25376-9_5","volume-title":"K\u00fcnstliche Intelligenz f\u00fcr Sales, Marketing und Service","author":"P Gentsch","year":"2019","unstructured":"Gentsch P (2019) Algorithmic business: Auf dem Weg zum selbstfahrenden Unternehmen. In: Gentsch P (ed) K\u00fcnstliche Intelligenz f\u00fcr Sales, Marketing und Service. Springer Gabler, Wiesbaden, pp 59\u201389"},{"key":"487_CR48","doi-asserted-by":"publisher","first-page":"38","DOI":"10.1007\/s35764-016-0057-z","volume":"8","author":"H Gimpel","year":"2015","unstructured":"Gimpel H, R\u00f6glinger M (2015) Digital transformation: changes and chances\u2014insights based on an empirical study. Wirtschaftsinformatik Manag 8:38\u201347","journal-title":"Wirtschaftsinformatik Manag"},{"key":"487_CR49","first-page":"31","volume":"19","author":"H Gimpel","year":"2018","unstructured":"Gimpel H, Hosseini S, Huber R, Probst L, R\u00f6glinger M, Faisst U (2018) Structuring digital transformation: a framework of action fields and its application at ZEISS. J Inf Technol Theory Appl 19:31\u201354","journal-title":"J Inf Technol Theory Appl"},{"key":"487_CR50","doi-asserted-by":"publisher","first-page":"15","DOI":"10.1177\/1094428112452151","volume":"16","author":"DA Gioia","year":"2013","unstructured":"Gioia DA, Corley KG, Hamilton AL (2013) Seeking qualitative rigor in inductive research: notes on the Gioia methodology. Org Res Methods 16:15\u201331","journal-title":"Org Res Methods"},{"key":"487_CR51","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-531-91538-8","volume-title":"Experteninterviews und qualitative Inhaltsanalyse","author":"J Gl\u00e4ser","year":"2010","unstructured":"Gl\u00e4ser J, Laudel G (2010) Experteninterviews und qualitative Inhaltsanalyse. VS Verlag f\u00fcr Sozialwissenschaften, Wiesbaden"},{"key":"487_CR52","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-658-20345-0","volume-title":"Wissenschaftliche(s) Arbeiten in den Wirtschaftswissenschaften: Themenfindung\u2014Recherche\u2014Konzeption\u2014Methodik\u2014Argumentation","author":"J Goldenstein","year":"2018","unstructured":"Goldenstein J, Hunoldt M, Walgenbach P (2018) Wissenschaftliche(s) Arbeiten in den Wirtschaftswissenschaften: Themenfindung\u2014Recherche\u2014Konzeption\u2014Methodik\u2014Argumentation. Springer, Wiesbaden"},{"key":"487_CR53","unstructured":"Gonz\u00e1lez-Ib\u00e1nez R, Muresan S, Wacholder N (2011) Identifying sarcasm in Twitter: a closer look. In: Proceedings of the 49th annual meeting of the association for computational linguistics: human language technologies: short papers, vol 2, pp 581\u2013586"},{"key":"487_CR55","unstructured":"Gorelov Z (2016) Introducing KAI Banking on Messaging and MyKAI. http:\/\/kasisto.com\/introducing\u2013kai\u2013banking\u2013on\u2013messaging\u2013and\u2013mykai\/"},{"key":"487_CR56","unstructured":"Gregori E (2017) Evaluation of modern tools for an omscs advisor chatbot. https:\/\/smartech.gatech.edu\/bitstream\/handle\/1853\/58516\/evaluation_of_modern_tools_for_an_omscs_advisor_chatbot%281%29.pdf?sequence=1andisAllowed=y"},{"key":"487_CR57","doi-asserted-by":"publisher","first-page":"240","DOI":"10.1016\/j.indmarman.2010.06.036","volume":"40","author":"C Gr\u00f6nroos","year":"2011","unstructured":"Gr\u00f6nroos C (2011) A service perspective on business relationships: the value creation, interaction and marketing interface. Ind Mark Manag 40:240\u2013247","journal-title":"Ind Mark Manag"},{"key":"487_CR58","first-page":"248","volume-title":"Pacific rim conference on multimedia","author":"Y Guo","year":"2014","unstructured":"Guo Y, Bai L, Lao S, Wu S, Lew MS (2014) A comparison between artificial neural network and cascade\u2013correlation neural network in concept classification. In: Ooi WT, Snoek CGM, Tan HK, Ho CK, Huet B, Ngo CW (eds) Pacific rim conference on multimedia, vol 8879. Springer, Wiesbaden, pp 248\u2013253"},{"key":"487_CR59","doi-asserted-by":"crossref","unstructured":"Kar R., Haldar, R. (2016) Applying chatbots to the internet of things: opportunities and architectural elements. https:\/\/arxiv.org\/ftp\/arxiv\/papers\/1611\/1611.03799.pdf","DOI":"10.14569\/IJACSA.2016.071119"},{"key":"487_CR60","doi-asserted-by":"publisher","first-page":"23","DOI":"10.1007\/978-3-322-90786-8_2","volume-title":"Handbuch Technologie\u2013 und Innovationsmanagement","author":"J Hauschildt","year":"2005","unstructured":"Hauschildt J (2005) Dimensionen der Innovation. In: Hauschildt J, Gem\u00fcnden HG (eds) Handbuch Technologie\u2013 und Innovationsmanagement. Springer, Wiesbaden, pp 23\u201339"},{"key":"487_CR61","doi-asserted-by":"publisher","first-page":"77","DOI":"10.1080\/19312450709336664","volume":"1","author":"AF Hayes","year":"2007","unstructured":"Hayes AF, Krippendorff K (2007) Answering the call for a standard reliability measure for coding data. Commun Methods Meas 1:77\u201389","journal-title":"Commun Methods Meas"},{"key":"487_CR62","doi-asserted-by":"publisher","first-page":"371","DOI":"10.1002\/smr.261","volume":"14","author":"R Heckel","year":"2002","unstructured":"Heckel R, Engels G (2002) Relating functional requirements and software architecture: separation and consistency of concerns. J Softw Maint Evolut Res Pract 14:371\u2013388","journal-title":"J Softw Maint Evolut Res Pract"},{"key":"487_CR63","doi-asserted-by":"publisher","first-page":"72","DOI":"10.1007\/s35764-017-0130-2","volume":"9","author":"O Henrich","year":"2017","unstructured":"Henrich O (2017) Chatbots auf dem Vormarsch: Der k\u00fcnstlich\u2013intelligente Buchhalter kommt. Wirtschaftsinformatik and Management 9:72\u201375","journal-title":"Wirtschaftsinformatik and Management"},{"key":"487_CR64","doi-asserted-by":"publisher","first-page":"665","DOI":"10.1365\/s40702-015-0164-y","volume":"52","author":"M Herterich","year":"2015","unstructured":"Herterich M, Uebernickel F, Brenner W (2015) Nutzenpotentiale Cyber-Physischer Systeme f\u00fcr industrielle Dienstleistungen 4.0. HMD Praxis der Wirtschaftsinformatik 52:665\u2013680","journal-title":"HMD Praxis der Wirtschaftsinformatik"},{"key":"487_CR65","first-page":"260","volume-title":"International workshop on chatbot research and design","author":"S Hobert","year":"2019","unstructured":"Hobert S, Berens F (2019) Small talk conversations and the long-term use of chatbots in educational settings\u2014experiences from a field study. In: F\u00f8lstad A, Araujo T, Papadopoulos S, Lai-Chong Law E, Granmo OC, Luger E, Brandtzaeg PB (eds) International workshop on chatbot research and design. Springer, Berlin, pp 260\u2013272"},{"key":"487_CR66","unstructured":"Horzyk A, Magierski S, Miklaszewski G (2009) An intelligent internet shop\u2013assistant recognizing a customer personality for improving man\u2013machine interactions. Recent Advances in Intelligent Information Systems 13\u201326, Academic publishing house EXIT, Warsaw"},{"key":"487_CR67","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-540-95936-6","volume-title":"Forschungsmethoden in Psychologie und Sozialwissenschaften\u2014f\u00fcr Bachelor","author":"W Hussy","year":"2010","unstructured":"Hussy W, Schreier M, Echterhoff G (2010) Forschungsmethoden in Psychologie und Sozialwissenschaften\u2014f\u00fcr Bachelor. Springer, Berlin"},{"key":"487_CR68","unstructured":"IDG Research Services (2019) Technologies deployed of digital business strategy in organizations worldwide as of 2019. https:\/\/www.statista.com\/statistics\/1017635\/worldwide\u2013digital\u2013transformation\u2013technologies\/"},{"key":"487_CR69","doi-asserted-by":"publisher","DOI":"10.1201\/9781420085938","volume-title":"Handbook of natural language processing","author":"N Indurkhya","year":"2010","unstructured":"Indurkhya N, Damerau FJ (2010) Handbook of natural language processing, vol 2. CRC Press, Cambridge"},{"key":"487_CR71","doi-asserted-by":"publisher","first-page":"706","DOI":"10.1007\/978-3-540-69132-7_84","volume-title":"International conference on intelligent tutoring systems","author":"J Jia","year":"2008","unstructured":"Jia J, Ruan M (2008) Use chatbot CSIEC to facilitate the individual learning in English instruction: A case study. In: Woolf BP, A\u00efmeur E, Nkambou R, Lajoie S (eds) International conference on intelligent tutoring systems, vol 5091. Springer, Berlin, pp 706\u2013708"},{"key":"487_CR72","doi-asserted-by":"publisher","first-page":"183","DOI":"10.1108\/BPMJ-03-2016-0049","volume":"24","author":"F Johannsen","year":"2018","unstructured":"Johannsen F (2018) Process-related value propositions of enterprise social media use for the external communication with end consumers. Bus Process Manag J 24:183\u2013215","journal-title":"Bus Process Manag J"},{"key":"487_CR73","unstructured":"Johannsen F, Leist S, Konadl D, Basche M, de Hesselle B (2018) Comparison of commercial chatbot solutions for supporting customer interaction. In: ECIS proceedings 2018 research papers, vol 158, pp 1\u201317"},{"key":"487_CR74","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-658-25494-0","volume-title":"Journalistische Praxis: Chatbots","author":"M Kaiser","year":"2019","unstructured":"Kaiser M, Buttkereit AF, Hagenauer J (2019) Journalistische Praxis: Chatbots. Springer, Wiesbaden"},{"key":"487_CR75","first-page":"1","volume":"14","author":"GC Kane","year":"2015","unstructured":"Kane GC (2015) Enterprise social media: current capabilities and future possibilities. MIS Q Exec 14:1\u201315","journal-title":"MIS Q Exec"},{"key":"487_CR76","unstructured":"Kassibgi G (2017) Soul of the machine: How chatbots work. https:\/\/medium.com\/@gk_\/how\u2013chat\u2013bots\u2013work\u2013dfff656a35e2"},{"key":"487_CR77","first-page":"379","volume":"6","author":"P Keerthana","year":"2019","unstructured":"Keerthana P, Varsha TH, Reddy YL, Sastry MR, Murthy BR, Reddy MCKK (2019) Chatbot: an intelligent agent for enterprise professionals. J Appl Sci Comput 6:379\u2013390","journal-title":"J Appl Sci Comput"},{"key":"487_CR78","doi-asserted-by":"publisher","first-page":"277","DOI":"10.14257\/ijunesst.2015.8.7.28","volume":"8","author":"A Khanna","year":"2015","unstructured":"Khanna A, Pandey B, Vashishta K, Kalia K, Pradeepkumar B, Das T (2015) A study of today\u2019s ai through chatbots and rediscovery of machine intelligence. Int J u-and e-Serv Sci Technol 8:277\u2013284","journal-title":"Int J u-and e-Serv Sci Technol"},{"key":"487_CR79","doi-asserted-by":"crossref","unstructured":"Klopfenstein LC, Delpriori S, Malatini S, Bogliolo A (2017) The rise of bots: A survey of conversational interfaces, patterns, and paradigms. In: Proceedings of the 2017 conference on designing interactive systems, 2017, pp 555\u2013565","DOI":"10.1145\/3064663.3064672"},{"key":"487_CR80","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-658-20411-2","volume-title":"Kundeneinbindung im Innovationsprozess-Konzepte","author":"M Kn\u00f6chel","year":"2018","unstructured":"Kn\u00f6chel M, North K (2018) Kundeneinbindung im Innovationsprozess-Konzepte. Springer, Wiesbaden"},{"key":"487_CR81","volume-title":"Information storage and retrieval","author":"RR Korfhage","year":"1997","unstructured":"Korfhage RR (1997) Information storage and retrieval. Wiley, New York"},{"key":"487_CR166","unstructured":"Kottorp M, J\u00e4derberg F (2017) Chatbot as a potential tool for businesses: a study on chatbots made in collaboration with Bisnode, Royal Institute of Technology Stockholm"},{"key":"487_CR83","doi-asserted-by":"crossref","unstructured":"Kowalski S, Pavlovska K, Goldstein M (2013) Two case studies in using chatbots for security training. In: Dodge RC, Futcher L (eds) Information assurance and security education and training. WISE 2009. IFIP advances in information and communication technology, vol 406. Springer, Berlin, pp 265\u2013272","DOI":"10.1007\/978-3-642-39377-8_31"},{"key":"487_CR84","unstructured":"Kuksenok K, Pra\u00df N (2019) Transparency in maintenance of recruitment chatbots. https:\/\/arxiv.org\/pdf\/1905.03640.pdf"},{"key":"487_CR85","doi-asserted-by":"publisher","first-page":"1","DOI":"10.18483\/PCBR.22","volume":"2","author":"K Kuligowska","year":"2015","unstructured":"Kuligowska K (2015) Commercial chatbot: performance evaluation, usability metrics and quality standards of embodied conversational agents. Prof Center Bus Res 2:1\u201316","journal-title":"Prof Center Bus Res"},{"key":"487_CR86","doi-asserted-by":"crossref","unstructured":"Laboreiro G, Sarmento L, Teixeira J, Oliveira E (2010) Tokenizing micro\u2013blogging messages using a text classification approach. In: Proceedings of the 4th workshop on Analytics for noisy unstructured text data Toronto, pp 81\u201388","DOI":"10.1145\/1871840.1871853"},{"key":"487_CR87","unstructured":"Lanning M, Phillips L (1991) Building market\u2013focused organizations, In: Gemini Consulting White Papers 1991"},{"key":"487_CR88","volume-title":"Essentials of MIS","author":"KC Laudon","year":"2018","unstructured":"Laudon KC, Laudon JP (2018) Essentials of MIS. Pearson Education Limited, Upper Saddle River"},{"key":"487_CR89","unstructured":"Lee M, Frank L, Beute F, de Kort Y, Ijsselsteijn W (2017) Bots mind the social\u2013technical gap. In: Proceedings of 15th European conference on computer\u2013supported cooperative work\u2013exploratory papers, pp 35\u201354"},{"key":"487_CR91","doi-asserted-by":"publisher","first-page":"1","DOI":"10.2200\/S00416ED1V01Y201204HLT016","volume":"5","author":"B Liu","year":"2012","unstructured":"Liu B (2012) Sentiment analysis and opinion mining. Synth Lect Hum Lang Technol 5:1\u2013167","journal-title":"Synth Lect Hum Lang Technol"},{"key":"487_CR92","unstructured":"Living Actor (2017) Clients all over the world. https:\/\/www.livingactor.com\/corp\/en\/clients"},{"key":"487_CR93","doi-asserted-by":"publisher","first-page":"845","DOI":"10.1016\/j.procs.2016.02.071","volume":"78","author":"M Madankar","year":"2016","unstructured":"Madankar M, Chandak M, Chavhan N (2016) Information retrieval system and machine translation: a review. Procedia Comput Sci 78:845\u2013850","journal-title":"Procedia Comput Sci"},{"key":"487_CR94","first-page":"230","volume-title":"Proceedings of international conference on conceptual structures","author":"T Makhalova","year":"2019","unstructured":"Makhalova T, Ilvovsky D, Galitsky B (2019) Information retrieval chatbots based on conceptual models. In: Endres D, Mehwish A, Sotropa D (eds) Proceedings of international conference on conceptual structures. Springer, Berlin, pp 230\u2013238"},{"key":"487_CR95","unstructured":"Marietto MdGB, de Aguiar RV, Barbosa GdO, Botelho WT, Pimentel E, Fran\u00e7a RdS, da Silva VL (2013) Artificial intelligence markup language: a brief tutorial. https:\/\/arxiv.org\/ftp\/arxiv\/papers\/1307\/1307.3091.pdf"},{"key":"487_CR96","doi-asserted-by":"publisher","first-page":"43","DOI":"10.1016\/j.osn.2017.12.006","volume":"28","author":"J Mata","year":"2018","unstructured":"Mata J, De Miguel I, Duran RJ, Merayo N, Singh SK, Jukan A, Chamania M (2018) Artificial intelligence (AI) methods in optical networks: a comprehensive survey. Opt Switch Netw 28:43\u201357","journal-title":"Opt Switch Netw"},{"key":"487_CR97","first-page":"1","volume":"1","author":"P Mayring","year":"2000","unstructured":"Mayring P (2000) Qualitative content analysis. Forum Qual Soc Res 1:1\u201310","journal-title":"Forum Qual Soc Res"},{"key":"487_CR98","volume-title":"Service Engineering in Unternehmen umsetzen","author":"T Meiren","year":"2002","unstructured":"Meiren T, Barth T (2002) Service Engineering in Unternehmen umsetzen. IRB-Verlag, Stuttgart"},{"key":"487_CR99","doi-asserted-by":"publisher","first-page":"17","DOI":"10.1057\/9780230244276_2","volume-title":"Interviewing experts","author":"M Meuser","year":"2009","unstructured":"Meuser M, Nagel U (2009) The expert interview and changes in knowledge production. In: Bogner A, Littig B, Menz W (eds) Interviewing experts. Palgrave Macmillan, London, pp 17\u201342"},{"key":"487_CR100","doi-asserted-by":"crossref","unstructured":"Meyer von Wolff R, Hobert S, Schumann M (2019a) How may I help you?\u2014State of the art and open research questions for chatbots at the digital workplace. In: Proceedings of the 52nd Hawaii international conference on system sciences, pp 95\u2013104","DOI":"10.24251\/HICSS.2019.013"},{"key":"487_CR101","unstructured":"Meyer von Wolff R, Masuch K, Hobert S, Schumann M (2019b) What do you need today? An empirical systematization of application areas for chatbots at digital workplaces. In: 25th Americas conference on information systems, pp 1\u201310"},{"key":"487_CR102","doi-asserted-by":"publisher","first-page":"726","DOI":"10.1016\/j.jbusres.2003.11.001","volume":"58","author":"M Morris","year":"2005","unstructured":"Morris M, Schindehutte M, Allen J (2005) The entrepreneur\u2019s business model: toward a unified perspective. J Bus Res 58:726\u2013735","journal-title":"J Bus Res"},{"key":"487_CR103","doi-asserted-by":"publisher","first-page":"49","DOI":"10.1108\/JBS-Jun-2012-0013","volume":"34","author":"K Mukerjee","year":"2013","unstructured":"Mukerjee K (2013) Customer\u2013oriented organizations: a framework for innovation. J Bus Strategy 34:49\u201356","journal-title":"J Bus Strategy"},{"key":"487_CR104","unstructured":"Nath AK, Singh R, Iyer LS (2009) Web 2.0: Capabilities, business value and strategic practice. In: AMCIS 2009 Proceedings, Paper 451, pp 1\u201310"},{"key":"487_CR167","unstructured":"Nath AK, Singh R, Iyer LS, Ganesh J (2010) Web 2.0: Capabilities, Business Value and Strategic Practice. J Inf Sci Technol 7:22\u2013039"},{"key":"487_CR105","doi-asserted-by":"publisher","first-page":"541","DOI":"10.1108\/JEIM-11-2012-0078","volume":"27","author":"M Newby","year":"2014","unstructured":"Newby M, Nguyen TH, Waring TS (2014) Understanding customer relationship management technology adoption in small and medium\u2013sized enterprises: an empirical study in the USA. J Enterp Inf Manag 27:541\u2013560","journal-title":"J Enterp Inf Manag"},{"key":"487_CR106","unstructured":"Newlands M (2017) 10 ways AI and chatbots reduce business risks. https:\/\/www.entrepreneur.com\/article\/305073"},{"key":"487_CR107","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-662-03086-8","volume-title":"Business in the information age: heading for new processes","author":"H \u00d6sterle","year":"1995","unstructured":"\u00d6sterle H (1995) Business in the information age: heading for new processes. Springer, Wiesbaden"},{"key":"487_CR108","doi-asserted-by":"publisher","first-page":"431","DOI":"10.1177\/1096348007302352","volume":"31","author":"MC Ottenbacher","year":"2007","unstructured":"Ottenbacher MC (2007) Innovation management in the hospitality industry: different strategies for achieving success. J Hosp Tour Res 31:431\u2013454","journal-title":"J Hosp Tour Res"},{"key":"487_CR109","doi-asserted-by":"crossref","unstructured":"Pereira J (2016) Leveraging chatbots to improve self\u2013guided learning through conversational quizzes. In: Proceedings of the 4th international conference on technological ecosystems for enhancing multiculturality, pp 911\u2013918","DOI":"10.1145\/3012430.3012625"},{"key":"487_CR110","doi-asserted-by":"crossref","unstructured":"Pereira J, D\u00edaz \u00d3 (2018) Chatbot dimensions that matter: Lessons from the trenches. In: International conference on web engineering. Springer, Cham, pp 129\u2013135","DOI":"10.1007\/978-3-319-91662-0_9"},{"key":"487_CR111","doi-asserted-by":"publisher","first-page":"35","DOI":"10.1007\/978-3-642-39146-0_4","volume-title":"Human-computer interaction and knowledge discovery in complex, unstructured, big data","author":"G Petz","year":"2013","unstructured":"Petz G, Karpowicz M, F\u00fcrschu\u00df H, Auinger A, St\u0159\u00edtesk\u00fd V, Holzinger A (2013) Opinion mining on the web 2.0\u2014characteristics of user generated content and their impacts. In: Holzinger A, Pasi G (eds) Human-computer interaction and knowledge discovery in complex, unstructured, big data, vol 7947. Springer, Wiesbaden, pp 35\u201346"},{"key":"487_CR112","doi-asserted-by":"crossref","unstructured":"Piyatumrong A, Sangkeettrakarn C, Witdumrong S, Cherdgone J (2018) Chatbot technology adaptation to reduce the information gap in RandD center: a case study of an IT research organization. In: 2018 Portland international conference on management of engineering and technology (PICMET)","DOI":"10.23919\/PICMET.2018.8481988"},{"key":"487_CR113","first-page":"50","volume-title":"Understanding business processes","author":"M Porter","year":"2001","unstructured":"Porter M (2001) The value chain and competitive advantage. In: Barnes D (ed) Understanding business processes. Routledge, New York, pp 50\u201366"},{"key":"487_CR114","unstructured":"Power D, Kaparthi S, Mann A (2019) Building decision adviser bots. In: Proceedings of the 14th midwest association for information systems conference, pp 1\u20135"},{"key":"487_CR115","first-page":"265","volume":"6","author":"A Pradana","year":"2017","unstructured":"Pradana A, Sing GO, Kumar Y (2017) SamBot\u2014Intelligent conversational bot for interactive marketing with consumer\u2013centric approach. Int J Comput Inf Syst Ind Manag Appl 6:265\u2013275","journal-title":"Int J Comput Inf Syst Ind Manag Appl"},{"key":"487_CR116","unstructured":"Rajdev N (2017) Rethinking chatbots: they\u2019re not just for customers. https:\/\/www.entrepreneur.com\/article\/295157"},{"key":"487_CR117","first-page":"471","volume-title":"20th international conference on conceptual modeling","author":"J Ralyt\u00e9","year":"2001","unstructured":"Ralyt\u00e9 J, Rolland C (2001) An approach for method reengineering. In: Kunii HS, Jajodia S, S\u00f8lvberg A (eds) 20th international conference on conceptual modeling. Springer, Heidelberg, pp 471\u2013484"},{"key":"487_CR118","unstructured":"Raut S (2018) A virtual chatbot for ITSM application. Asian J Converg Technol 4:1\u20135. https:\/\/www.asianssr.org\/index.php\/ajct\/article\/view\/376"},{"key":"487_CR119","doi-asserted-by":"publisher","first-page":"22","DOI":"10.4018\/978-1-59904-054-7.ch002","volume-title":"Reference modeling for business systems analysis","author":"J Recker","year":"2007","unstructured":"Recker J, Rosemann M, van der Aalst WM, Jansen-Vullers M, Dreiling A (2007) Configurable reference modeling languages. In: Fettke P, Loos P (eds) Reference modeling for business systems analysis. Idea Group Publishing, Hershey, pp 22\u201346"},{"key":"487_CR120","doi-asserted-by":"publisher","first-page":"514","DOI":"10.1007\/s00287-010-0475-x","volume":"33","author":"W Reisig","year":"2010","unstructured":"Reisig W (2010) Carl Adam Petri 1926\u20132010\u2014Visionaer und bedeutender Wissenschaftler. Inform Spektrum 33:514\u2013521","journal-title":"Inform Spektrum"},{"key":"487_CR121","doi-asserted-by":"publisher","first-page":"138","DOI":"10.1111\/j.1467-9310.2010.00620.x","volume":"41","author":"A Rese","year":"2011","unstructured":"Rese A, Baier D (2011) Success factors for innovation management in networks of small and medium enterprises. R&D Manag 41:138\u2013155","journal-title":"R&D Manag"},{"key":"487_CR122","unstructured":"Ried S (2019) Digital\u2013Strategie: 4 gro\u00dfe IT\u2013Trends bestimmen 2019: https:\/\/www.cio.de\/a\/4\u2013grosse\u2013it\u2013trends\u2013bestimmen\u20132019,3592542"},{"key":"487_CR123","first-page":"31","volume":"38","author":"JW Ross","year":"1996","unstructured":"Ross JW, Beath CM, Goodhue DL (1996) Develop long-term competitiveness through IT assets. Sloan Manag Rev 38:31\u201342","journal-title":"Sloan Manag Rev"},{"key":"487_CR124","doi-asserted-by":"publisher","first-page":"166","DOI":"10.1007\/s11747-014-0423-4","volume":"44","author":"G Rubera","year":"2016","unstructured":"Rubera G, Chandrasekaran D, Ordanini A (2016) Open innovation, product portfolio innovativeness and firm performance: the dual role of new product development capabilities. J Acad Mark Sci 44:166\u2013184","journal-title":"J Acad Mark Sci"},{"key":"487_CR125","doi-asserted-by":"publisher","first-page":"1444","DOI":"10.1109\/JPROC.2012.2189916","volume":"100","author":"M Sanderson","year":"2012","unstructured":"Sanderson M, Croft WB (2012) The history of information retrieval research. Proc IEEE 100:1444\u20131451","journal-title":"Proc IEEE"},{"key":"487_CR126","doi-asserted-by":"publisher","first-page":"255","DOI":"10.4018\/978-1-60566-230-5.ch015","volume-title":"Social and political implications of data mining: knowledge management in E-government","author":"R Sandoval-Almaz\u00e1n","year":"2009","unstructured":"Sandoval-Almaz\u00e1n R, Guti\u00e9rrezAlonso MA (2009) Virtual assistants for e\u2013government interaction. In: Rahman H (ed) Social and political implications of data mining: knowledge management in E-government. IGI Global, Hershey, pp 255\u2013266"},{"key":"487_CR127","doi-asserted-by":"publisher","first-page":"310","DOI":"10.1504\/IJPD.2010.033964","volume":"11","author":"C Sandstrom","year":"2010","unstructured":"Sandstrom C, Bjork J (2010) Idea management systems for a changing innovation landscape. Int J Prod Devel 11:310\u2013324","journal-title":"Int J Prod Devel"},{"key":"487_CR129","volume-title":"Referenzprozessmodell zur Steuerung der Entwicklung von IT\u2013enabled Business Innovations in der Versicherung","author":"CN Schmid","year":"2014","unstructured":"Schmid CN (2014) Referenzprozessmodell zur Steuerung der Entwicklung von IT\u2013enabled Business Innovations in der Versicherung. Springer, Wiesbaden"},{"key":"487_CR130","unstructured":"Schwaiger JM, Lang M, Ritter C, Johannsen F (2016) Assessing the accuracy of sentiment analysis of social media posts at small and medium\u2013sized enterprises in Southern Germany. In: ECIS proceedings 2016 Research Papers, pp 1\u201317"},{"key":"487_CR131","doi-asserted-by":"publisher","first-page":"133","DOI":"10.1108\/13673270810852449","volume":"12","author":"R Seidler-de Alwis","year":"2008","unstructured":"Seidler-de Alwis R, Hartmann E (2008) The use of tacit knowledge within innovative companies: knowledge management in innovative enterprises. J Knowl Manag 12:133\u2013147","journal-title":"J Knowl Manag"},{"key":"487_CR132","first-page":"4","volume":"2","author":"J Senn","year":"1991","unstructured":"Senn J (1991) Reshaping business processes through reengineering. SIM Netw 2:4\u20137","journal-title":"SIM Netw"},{"key":"487_CR133","first-page":"29","volume":"22","author":"BA Shawar","year":"2007","unstructured":"Shawar BA, Atwell E (2007a) Chatbots: are they really useful? LDV Forum 22:29\u201349","journal-title":"LDV Forum"},{"key":"487_CR134","doi-asserted-by":"crossref","unstructured":"Shawar BA, Atwell E (2007b) Different measurements metrics to evaluate a chatbot system. In: Proceedings of the workshop on bridging the gap: academic and industrial research in dialog technologies, pp 89\u201396","DOI":"10.3115\/1556328.1556341"},{"key":"487_CR135","unstructured":"Shawar A, Atwell E, Roberts A (2005) Faqchat as in information retrieval system. Paper presented at the human language technologies as a challenge for computer science and linguistics: proceedings of the 2nd language and technology conference"},{"issue":"1","key":"487_CR136","doi-asserted-by":"publisher","first-page":"10","DOI":"10.1631\/FITEE.1700826","volume":"19","author":"H-Y Shum","year":"2018","unstructured":"Shum H-Y, He X-d, Li D (2018) From Eliza to XiaoIce: challenges and opportunities with social chatbots. Front Inf Technol Electron Eng 19(1):10\u201326","journal-title":"Front Inf Technol Electron Eng"},{"key":"487_CR137","doi-asserted-by":"publisher","first-page":"966","DOI":"10.1108\/09596111211258874","volume":"24","author":"M Sigala","year":"2012","unstructured":"Sigala M (2012a) Social networks and customer involvement in new service development (NSD) The case of www.mystarbucksidea.com. Int J Contemp Hosp Manag 24:966\u2013990","journal-title":"Int J Contemp Hosp Manag"},{"key":"487_CR138","doi-asserted-by":"publisher","first-page":"551","DOI":"10.1002\/jtr.1914","volume":"14","author":"M Sigala","year":"2012","unstructured":"Sigala M (2012b) Exploiting web 2.0 for new service development: findings and implications from the Greek tourism industry. Int J Tour Res 14:551\u2013566","journal-title":"Int J Tour Res"},{"key":"487_CR139","unstructured":"Soni N, Sharma EK, Singh N,Kapoor A (2019) Impact of artificial intelligence on businesses: from research, innovation, market deployment to future shifts in business models. https:\/\/arxiv.org\/ftp\/arxiv\/papers\/1905\/1905.02092.pdf"},{"key":"487_CR165","unstructured":"Steiner A (2016) Zum Nazi und Sexisten in 24 Stunden. Frankfurter Allgemeine Zeitung. https:\/\/www.faz.net\/aktuell\/wirtschaft\/netzwirtschaft\/microsofts-bot-tay-wird-durch-nutzer-zum-nazi-und-sexist-14144019.html"},{"key":"487_CR141","doi-asserted-by":"publisher","first-page":"156","DOI":"10.1016\/j.ijinfomgt.2017.12.002","volume":"39","author":"S Stieglitz","year":"2018","unstructured":"Stieglitz S, Mirbabaie M, Ross B, Neuberger C (2018) Social media analytics\u2013challenges in topic discovery, data collection, and data preparation. Int J Inf Manag 39:156\u2013168","journal-title":"Int J Inf Manag"},{"key":"487_CR142","doi-asserted-by":"publisher","first-page":"725","DOI":"10.1365\/s40702-018-0424-8","volume":"55","author":"T Stucki","year":"2018","unstructured":"Stucki T, D\u2019Onofrio S, Portmann E (2018) Chatbot\u2014Der digitale Helfer im Unternehmen: praxisbeispiele der Schweizerischen Post. HMD Praxis der Wirtschaftsinformatik 55:725\u2013747","journal-title":"HMD Praxis der Wirtschaftsinformatik"},{"issue":"4","key":"487_CR143","doi-asserted-by":"publisher","first-page":"115","DOI":"10.5121\/ijwest.2011.2409","volume":"2","author":"P Sujatha","year":"2011","unstructured":"Sujatha P, Dhavachelvan P (2011) A review on the cross and multilingual information retrieval. Int J Web Semant Technol 2(4):115\u2013124","journal-title":"Int J Web Semant Technol"},{"key":"487_CR144","unstructured":"Tavanapour N, Bittner EA (2018) Automated facilitation for idea platforms: design and evaluation of a chatbot prototype. In: 39th international conference on information systems, pp 1\u20139"},{"key":"487_CR145","unstructured":"Tavanapour N, Poser M, Bittner EA (2019) Supporting the idea generation process in citizen participation\u2013toward an interactive system with a conversational agent as facilitator. In: ECIS proceedings 2019 research papers, pp 1\u201317"},{"key":"487_CR146","first-page":"225","volume-title":"Digital HR: Smarte und agile Systeme, Prozesse und Strukturen im Personalmanagement","author":"I Teetz","year":"2018","unstructured":"Teetz I (2018) K\u00fcnstliche Intelligenz im Recruiting. In: Petry T, J\u00e4ger W (eds) Digital HR: Smarte und agile Systeme, Prozesse und Strukturen im Personalmanagement. Haufe, Freiburg, pp 225\u2013240"},{"key":"487_CR147","unstructured":"Trage S, Saier M, Amadori D, Reschke K (2018) Innovation wie am Flie\u00dfband. Auswirkungen der Digitalisierung auf die Innovation und Entwicklung von Produkten in Fertigungsunternehmen. https:\/\/home.kpmg\/de\/de\/home\/themen\/2018\/06\/der\u2013innovationsprozess\u2013im\u2013wandel.html"},{"key":"487_CR148","first-page":"105","volume-title":"Chatbot adoption in tourism services: a conceptual exploration. Robots, artificial intelligence, and service automation in travel, tourism and hospitality","author":"DC Ukpabi","year":"2019","unstructured":"Ukpabi DC, Aslam B, Karjaluoto H (2019) Chatbot adoption in tourism services: a conceptual exploration. Robots, artificial intelligence, and service automation in travel, tourism and hospitality. Emerald Publishing Limited, Bingley, pp 105\u2013121"},{"key":"487_CR150","unstructured":"vom Brocke J, Simons A, Niehaves B, Riemer K, Plattfaut R, Cleven A (2009) Reconstructing the giant: on the importance of rigour in documenting the literature search process. In: ECIS proceedings 2009 research papers, vol 9, pp 2206\u20132217"},{"key":"487_CR151","volume-title":"Managing innovation, design and creativity","author":"B von Stamm","year":"2008","unstructured":"von Stamm B (2008) Managing innovation, design and creativity. Wiley, Chichester"},{"key":"487_CR152","doi-asserted-by":"crossref","unstructured":"Waghmare C (2019) Deploy chatbots in your business. In: Introducing azure bot service. Springer, Berlin, pp 31\u201360","DOI":"10.1007\/978-1-4842-4888-1_2"},{"key":"487_CR153","unstructured":"Wallis,\u00a0 P, Norling\u00a0 N\u00a0 (2005)\u00a0 The\u00a0 trouble\u00a0 with\u00a0 chatbots:\u00a0 social\u00a0 skills\u00a0 in\u00a0 a\u00a0 social\u00a0 world. In: Dautenhahn K (ed) Proceedings of\u00a0 the Joint Symposium on Virtual Social Agents, Hatfield, UK, pp 29\u201336"},{"key":"487_CR154","doi-asserted-by":"publisher","first-page":"7584","DOI":"10.1109\/ACCESS.2017.2698142","volume":"5","author":"H Wang","year":"2017","unstructured":"Wang H, Zhang Q, Yuan J (2017) Semantically enhanced medical information retrieval system: a tensor factorization based approach. IEEE Access 5:7584\u20137593","journal-title":"IEEE Access"},{"key":"487_CR155","first-page":"13","volume":"26","author":"J Webster","year":"2002","unstructured":"Webster J, Watson R (2002) Analyzing the past to prepare for the future: writing a literature review. MIS Q 26:13\u201323","journal-title":"MIS Q"},{"key":"487_CR156","doi-asserted-by":"publisher","first-page":"36","DOI":"10.1145\/365153.365168","volume":"9","author":"J Weizenbaum","year":"1966","unstructured":"Weizenbaum J (1966) ELIZA: a computer program for the study of natural language communication between man and machine. Commun ACM 9:36\u201345","journal-title":"Commun ACM"},{"key":"487_CR157","doi-asserted-by":"publisher","first-page":"71","DOI":"10.1145\/1125944.1125978","volume":"49","author":"T Winograd","year":"2006","unstructured":"Winograd T (2006) Designing a new foundation for design. Commun ACM 49:71\u201374","journal-title":"Commun ACM"},{"key":"487_CR158","unstructured":"Wirtschaftsverband f\u00fcr Industrieservice e.V. (2019) WVIS\u2013Branchenmonitor 2019: Managementbericht Industrieservice in Deutschland. https:\/\/www.wvis.eu\/fileadmin\/wvis_downloads\/Branchenmonitor\/WVIS\u2013Branchenmonitor2019\u2013Managementbericht\u2013kostenloses\u2013Ansichtexemplar.pdf"},{"key":"487_CR159","doi-asserted-by":"crossref","unstructured":"Xu A, Liu Z, Guo Y, Sinha V, Akkiraju R (2017) A new chatbot for customer service on social media. In: Proceedings of the 2017 CHI conference on human factors in computing systems, pp 3506\u20133510","DOI":"10.1145\/3025453.3025496"},{"key":"487_CR160","doi-asserted-by":"crossref","unstructured":"Yan Z, Duan N, Bao J, Chen P, Zhou M, Li Z, Zhou J (2016) Docchat: An information retrieval approach for chatbot engines using unstructured documents. In: Proceedings of the 54th annual meeting of the association for computational linguistics (volume 1: long papers), pp 516\u2013525","DOI":"10.18653\/v1\/P16-1049"},{"key":"487_CR161","volume-title":"Case study research: design and methods","author":"RK Yin","year":"2013","unstructured":"Yin RK (2013) Case study research: design and methods. Sage, Thousand Oaks"},{"key":"487_CR162","doi-asserted-by":"publisher","first-page":"275","DOI":"10.1287\/isre.13.3.275.82","volume":"13","author":"K Zhu","year":"2002","unstructured":"Zhu K, Kraemer KL (2002) E-commerce metrics for net-enhanced organizations: assessing the value of e-commerce to firm performance in the manufacturing sector. Inf Syst Res 13:275\u2013295","journal-title":"Inf Syst Res"},{"key":"487_CR163","doi-asserted-by":"publisher","first-page":"73","DOI":"10.1016\/j.datak.2017.06.006","volume":"111","author":"Y Zhu","year":"2017","unstructured":"Zhu Y, Yan E, Song I-Y (2017) A natural language interface to a graph-based bibliographic information retrieval system. Data Knowl Eng 111:73\u201389","journal-title":"Data Knowl Eng"},{"key":"487_CR164","first-page":"96","volume":"15","author":"D Zumstein","year":"2017","unstructured":"Zumstein D, Hundertmark S (2017) Chatbots: an interactive technology for personalized communication, transactions and services. IADIS Int J WWW\/Internet 15:96\u2013109","journal-title":"IADIS Int J WWW\/Internet"}],"container-title":["Information Systems and e-Business Management"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/s10257-020-00487-z.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/link.springer.com\/article\/10.1007\/s10257-020-00487-z\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/s10257-020-00487-z.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2024,8,17]],"date-time":"2024-08-17T10:22:29Z","timestamp":1723890149000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/s10257-020-00487-z"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2020,11,13]]},"references-count":159,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2021,3]]}},"alternative-id":["487"],"URL":"https:\/\/doi.org\/10.1007\/s10257-020-00487-z","relation":{},"ISSN":["1617-9846","1617-9854"],"issn-type":[{"type":"print","value":"1617-9846"},{"type":"electronic","value":"1617-9854"}],"subject":[],"published":{"date-parts":[[2020,11,13]]},"assertion":[{"value":"3 March 2020","order":1,"name":"received","label":"Received","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"4 October 2020","order":2,"name":"revised","label":"Revised","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"31 October 2020","order":3,"name":"accepted","label":"Accepted","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"13 November 2020","order":4,"name":"first_online","label":"First Online","group":{"name":"ArticleHistory","label":"Article History"}},{"order":1,"name":"Ethics","group":{"name":"EthicsHeading","label":"Compliance with ethical standards"}},{"value":"Not applicable.","order":2,"name":"Ethics","group":{"name":"EthicsHeading","label":"Conflict of interest"}}]}}