Search results for "English articles"

Conversational agents in online organization–stakeholder interactions: a state-of-the-art analysis and implications for further research

2020

PurposeThe purpose of this study is to review the extant literature on chatbots and stakeholder interactions to identify major trends and shed light on knowledge gaps.Design/methodology/approachA systematic literature review was conducted combining qualitative and quantitative approaches. A code book based on early systematic literature reviews was developed and used to extract information from 62 discrete peer-reviewed English articles. An inductive approach was used to analyse definitions of chatbots, topics, metrics, perspectives and implications.FindingsChatbots have been studied by many different disciplines, but not much from organizational, stakeholder and corporate communication per…