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A meta-analysis of the effect of chatbot anthropomorphism on the customer journey

Cheng, Y., Shijia, Z., & Yuyang, X. (2023) · Marketing Intelligence & Planning · doi:10.1108/mip-03-2023-0103 · Cited by 64 · see citing works

The Impact of Voice Assistant Home Devices on People with Disabilities: A Longitudinal Study

Vieira, A. D., Leite, H., & Volochtchuk, A. V. L. (2021) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2022.121961 · Cited by 60 · see citing works

Chatbots and Voice Assistants: Digital Transformers of the Company–Customer Interface—A Systematic Review of the Business Research Literature

Bălan, C. (2023) · Journal of theoretical and applied electronic commerce research · doi:10.3390/jtaer18020051 · Cited by 68 · see citing works

Examining the context‐specific reasons and adoption of artificial intelligence‐based voice assistants: A behavioural reasoning theory approach

Anayat, S., Rasool, G., & Pathania, A. (2023) · International Journal of Consumer Studies · doi:10.1111/ijcs.12963 · Cited by 60 · see citing works

Generative AI, Why, How, and Outcomes: A User Adoption Study

Huy, L. V., Nguyen, T. H., Vo‐Thanh, T., Thịnh, N. H., & Dung, T. T. T. (2024) · AIS Transactions on Human-Computer Interaction · doi:10.17705/1thci.00198 · Cited by 54 · see citing works

Women in family business research—What we know and what we should know?

Bang, N., Ray, S., & Kumar, S. (2023) · Journal of business research · doi:10.1016/j.jbusres.2023.113990 · Cited by 49 · see citing works

Political social media marketing: a systematic literature review and agenda for future research

Abid, A., Roy, S. K., Lees‐Marshment, J., Dey, B. L., Muhammad, S. S., & Kumar, S. (2023) · Electronic Commerce Research · doi:10.1007/s10660-022-09636-7 · Cited by 48 · see citing works

Systematic literature review and future research directions for service robots in hospitality and tourism industries

Mukherjee, S., Baral, M. M., Nagariya, R., Chittipaka, V., Rao, U. V. A., & Rao, K. S. (2023) · Service Industries Journal · doi:10.1080/02642069.2023.2243592 · Cited by 48 · see citing works

Psychological insights into the research and practice of embodied conversational agents, chatbots and social assistive robots: a systematic meta-review

Kiuchi, K., Otsu, K., & Hayashi, Y. (2023) · Behaviour and Information Technology · doi:10.1080/0144929x.2023.2286528 · Cited by 50 · see citing works

Out of the way, human! Understanding post-adoption of last-mile delivery robots

Lim, X., Chang, J. Y., Cheah, J., Lim, W. M., Kraus, S., & Dabić, M. (2024) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2024.123242 · Cited by 52 · see citing works

Adoption of Internet of Things: A systematic literature review and future research agenda

Kumar, A., Dhingra, S., & Falwadiya, H. (2023) · International Journal of Consumer Studies · doi:10.1111/ijcs.12964 · Cited by 47 · see citing works

Five decades of self‐congruity in consumer behaviour research: A systematic review and future research agenda

Kolańska, M., & Singh, B. (2023) · International Journal of Consumer Studies · doi:10.1111/ijcs.12983 · Cited by 47 · see citing works

Fuzzy‐set qualitative comparative analysis in consumer research: A systematic literature review

Diwanji, V. S. (2022) · International Journal of Consumer Studies · doi:10.1111/ijcs.12889 · Cited by 44 · see citing works

Users taking the blame? How service failure, recovery, and robot design affect user attributions and retention

Meyer, N., Schwede, M., Hammerschmidt, M., & Weiger, W. H. (2022) · Electronic Markets · doi:10.1007/s12525-022-00613-4 · Cited by 43 · see citing works

Green Finance and Carbon Emission Reduction: A Bibliometric Analysis and Systematic Review

Zhang, Z., Liu, Y., Han, Z., & Liao, X. (2022) · Frontiers in Environmental Science · doi:10.3389/fenvs.2022.929250 · Cited by 48 · see citing works

Assessing Factors Influencing Customers’ Adoption of AI-Based Voice Assistants

Choudhary, S., Kaushık, N., Sivathanu, B., & Rana, N. P. (2024) · Journal of Computer Information Systems · doi:10.1080/08874417.2024.2312858 · Cited by 51 · see citing works

Early Perceptions of Teaching and Learning Using Generative AI in Higher Education

Damiano, A. D., Lauría, E. J. M., Sarmiento, C., & Zhao, N. (2024) · Journal of Educational Technology Systems · doi:10.1177/00472395241233290 · Cited by 42 · see citing works

MindMiner:Uncovering Linguistic Markers of Mind Perception as a New Lens to Understand Consumer‐Smart Object Relationships

Hartmann, J., Bergner, A., & Hildebrand, C. (2023) · Journal of Consumer Psychology · doi:10.1002/jcpy.1381 · Cited by 42 · see citing works

Recommendation agents: an analysis of consumers’ risk perceptions toward artificial intelligence

Rohden, S. F., & Zeferino, D. G. (2022) · Electronic Commerce Research · doi:10.1007/s10660-022-09626-9 · Cited by 41 · see citing works

Exploring ethical frontiers of artificial intelligence in marketing

Hari, H., Sharma, A., Verma, S., & Chaturvedi, R. (2024) · Journal of Responsible Technology · doi:10.1016/j.jrt.2024.100103 · Cited by 58 · see citing works

Electronic shopping cart abandonment: What do we know and where should we be heading?

Chopra, I. P., Jebarajakirthy, C., Jain, T., & Maseeh, H. I. (2024) · Electronic Markets · doi:10.1007/s12525-024-00697-0 · Cited by 36 · see citing works

Thirty years of product and brand management research: a retrospective review of the Journal of Product and Brand Management using bibliometric analysis

Donthu, N., Kumar, S., Sahoo, S., Lim, W. M., & Joshi, Y. (2022) · Journal of Product & Brand Management · doi:10.1108/jpbm-02-2022-3878 · Cited by 38 · see citing works

Future of work from everywhere: a systematic review

Jagadeeswari, I. U., & Warrier, U. (2023) · International Journal of Manpower · doi:10.1108/ijm-06-2022-0288 · Cited by 32 · see citing works

AI and AI-powered tools for pronunciation training

Vančová, H. (2023) · Journal of language and cultural education · doi:10.2478/jolace-2023-0022 · Cited by 32 · see citing works

Value co‐creation in the sharing economy: Revisiting the past to inform future

Vasil, M., Chopdar, P. K., Buhalis, D., & Das, S. S. (2024) · Psychology and Marketing · doi:10.1002/mar.21990 · Cited by 32 · see citing works

Perspectiva de estudiantes de nivel medio superior respecto al uso de la inteligencia artificial generativa en su aprendizaje

Garrido, L. O. A., & Ruiz, H. M. (2024) · RIDE Revista Iberoamericana para la Investigación y el Desarrollo Educativo · doi:10.23913/ride.v14i28.1830 · Cited by 28 · see citing works

Emotional arousal: how artificial intelligence-generated content influences tourism decision-making

Zhu, S., Song, M., & Duan, Y. (2024) · Tourism Recreation Research · doi:10.1080/02508281.2024.2439321 · Cited by 31 · see citing works

Halal cosmetics: a technology-empowered systematic literature review

Liew, C. W. S., & Karia, N. B. (2024) · Journal of Islamic marketing · doi:10.1108/jima-09-2023-0295 · Cited by 26 · see citing works

The moderating role of government support in chatbot adoption intentions among Malaysian government agencies

Jais, R., & Ngah, A. H. (2024) · Transforming Government People Process and Policy · doi:10.1108/tg-02-2023-0026 · Cited by 25 · see citing works

Service robots in healthcare: Toward a healthcare service robot acceptance model (sRAM)

Lim, W. M., Jasim, K. M., & Malathi, A. (2025) · Technology in Society · doi:10.1016/j.techsoc.2025.102932 · Cited by 25 · see citing works

Facilitating pre-service teachers’ instructional design and higher-order thinking with generative AI: an integrated approach with the peer assessment and concept map

Liu, C., Wang, D., Gu, X., Hwang, G., Tu, Y., & Wang, Y. (2025) · Journal of Research on Technology in Education · doi:10.1080/15391523.2025.2474528 · Cited by 29 · see citing works

Assistant platforms

Schmidt, R., Alt, R., & Zimmermann, A. (2023) · Electronic Markets · doi:10.1007/s12525-023-00671-2 · Cited by 24 · see citing works

ChatGPT como herramienta de apoyo al aprendizaje en la educación superior: una experiencia docente

Segarra‐Ciprés, M., Grangel, R., & Belmonte, Ó. (2024) · Revista Tecnología Ciencia y Educación · doi:10.51302/tce.2024.19083 · Cited by 23 · see citing works

Warmth or competence? Understanding voice shopping intentions from Human-AI interaction perspective

Yang, S., Xie, W., Chen, Y., Li, Y., Jiang, H., & Zhou, W. (2024) · Electronic Commerce Research · doi:10.1007/s10660-024-09859-w · Cited by 23 · see citing works

Employee perceptions of decent work: a systematic literature review of quantitative studies

Nourafkan, N. J., & Tanova, C. (2023) · Current Psychology · doi:10.1007/s12144-023-04837-1 · Cited by 22 · see citing works

International journal of finance and economics: A bibliometric overview

Baker, H. K., Kumar, S., Goyal, K., & Gupta, P. (2022) · International Journal of Finance & Economics · doi:10.1002/ijfe.2725 · Cited by 23 · see citing works

The desire path: unleashing expectations, discussing apprehensions, and proposing a way forward for GAI use in higher education

Koroleva, D. O., & Jogezai, N. A. (2024) · Information and Learning Sciences · doi:10.1108/ils-10-2023-0137 · Cited by 26 · see citing works

Retail consumers' conundrum: An in-depth qualitative study navigating the motivations and aversion of chatbots

Habib, M. D., Attri, R., Salam, M. A., & Yaqub, M. Z. (2024) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2024.104147 · Cited by 22 · see citing works

Revisiting a model of customer engagement cycle: a systematic review

Hoang, D., Kousi, S., Martinez, L. F., & Kumar, S. (2023) · Service Industries Journal · doi:10.1080/02642069.2023.2202912 · Cited by 24 · see citing works

Political Marketing and Voting Behavior: A Systematic Literature Review and Agenda for Future Research

Kocaman, R., & COŞGUN, M. (2024) · Journal of Political Marketing · doi:10.1080/15377857.2024.2374253 · Cited by 21 · see citing works

The blockchain in the banking industry: a systematic review and bibliometric analysis

Rahman, S. M. M., Yii, K., Masli, E. K., & Voon, M. L. (2024) · Cogent Business & Management · doi:10.1080/23311975.2024.2407681 · Cited by 40 · see citing works

Consumer value dimensions in conversational and mobile commerce

Schultz, C. D., & Kaiser, S. (2025) · Journal of Marketing Analytics · doi:10.1057/s41270-025-00383-w · Cited by 25 · see citing works

The effect of anthropomorphized technology failure on the desire to connect with others

Lteif, L., & Valenzuela, A. (2022) · Psychology and Marketing · doi:10.1002/mar.21700 · Cited by 21 · see citing works

Exploring the Intellectual Structure of “Fear of Missing Out” Scholarship: Current Status and Future Potential

Çelik, F., Köseoğlu, M. A., & Elhai, J. D. (2022) · International Journal of Human-Computer Interaction · doi:10.1080/10447318.2022.2097783 · Cited by 22 · see citing works

Chatbots adoption intention in public sector in Malaysia from the perspective of TOE framework. The moderated and mediation model

Jais, R., Ngah, A. H., Rahi, S., Rashid, A., Ahmad, S. Z., & Mokhlis, S. (2024) · Journal of Science and Technology Policy Management · doi:10.1108/jstpm-04-2024-0151 · Cited by 19 · see citing works

Insights into ChatGPT adoption (or resistance) in research practices: The behavioral reasoning perspective

Khizar, H. M. U., Ashraf, A., Yuan, J., & Al‐Waqfi, M. A. (2025) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2025.124047 · Cited by 18 · see citing works

Immersive and Generative Technology: New Tools for Marketing, New Tools for Consumer Response

Pizzi, G., Matta, S., Caboni, F., & Stewart, D. W. (2025) · Psychology and Marketing · doi:10.1002/mar.70036 · Cited by 18 · see citing works

Unleashing the Power of Generative Artificial Intelligence: Exploring its Boundless Potential and Overcoming Challenges in Academic Environments

Fegade, A., Raut, R., Deshpande, A., Mittal, A., Kaul, N., & Khanna, V. (2023) · 2023 6th International Conference on Contemporary Computing and Informatics (IC3I) · doi:10.1109/ic3i59117.2023.10397917 · Cited by 18 · see citing works

‘Smart’ Choice? Evaluating AI-Based mobile decision bots for in-store decision-making

Chattaraman, V., Kwon, W., Ross, K., Sung, J., Alikhademi, K., Richardson, B., & Gilbert, J. E. (2024) · Journal of Business Research · doi:10.1016/j.jbusres.2024.114801 · Cited by 18 · see citing works

Marketing innovation for sustainability: Review, trends, and way forward

Verma, S., & Diwan, H. (2024) · Business Ethics the Environment & Responsibility · doi:10.1111/beer.12686 · Cited by 17 · see citing works

Understanding consumer reactions to chatbot service failures: Evidence from a Wizard-of-Oz experiment

Cai, N., Heo, J., & Yan, J. (2025) · Acta Psychologica · doi:10.1016/j.actpsy.2025.104707 · Cited by 19 · see citing works

Generative artificial intelligence expectations and experiences in management education: ChatGPT use and student satisfaction

Suchánek, P., & Kŕaĺová, M. (2025) · Journal of Innovation & Knowledge · doi:10.1016/j.jik.2025.100781 · Cited by 17 · see citing works

Mapping the entrepreneurship ecosystem scholarship: current state and future directions

Muldoon, J. E., Lee, Y., Liguori, E. W., Sahoo, S., & Kumar, S. (2024) · International Entrepreneurship and Management Journal · doi:10.1007/s11365-024-00975-5 · Cited by 17 · see citing works

Examining the interplay of chatbot interactivity and anthropomorphic design for enhancing brand relationships in service businesses

Lin, J.-S. (2024) · International Journal of Advertising · doi:10.1080/02650487.2024.2410559 · Cited by 19 · see citing works

Exploring the frontier of anthropomorphism in AI agents: Trends and way forward

Chaturvedi, R., Verma, S., Srivastava, V., & Khot, S. S. (2025) · Business and Society Review · doi:10.1111/basr.70002 · Cited by 19 · see citing works

Generative Artificial Intelligence Preparedness and Technological Competence

Zhang, C., & Villanueva, L. E. (2023) · International Journal of Education and Humanities · doi:10.54097/ijeh.v11i2.13753 · Cited by 24 · see citing works

Impact of Live Chat Service Quality on Behavioral Intentions and Relationship Quality: A Meta-Analysis

Kilani, N., & Rajaobelina, L. (2022) · International Journal of Human-Computer Interaction · doi:10.1080/10447318.2022.2144126 · Cited by 15 · see citing works

An integrative review of the decoy effect on choice behavior

Padamwar, P. K., & Dawra, J. (2024) · Psychology and Marketing · doi:10.1002/mar.22076 · Cited by 15 · see citing works

Does humanizing help? Exploring the role of anthropomorphism and privacy concerns in shoppers adoption of voice-commerce

Sharma, H., & Sharma, D. (2025) · Marketing Intelligence & Planning · doi:10.1108/mip-06-2023-0268 · Cited by 15 · see citing works

Artificial intelligence empowered conversational agents: A systematic literature review and research agenda

Mariani, M. M., Hashemi, N., & Wirtz, J. (2023) · Journal of Business Research · doi:10.1016/j.jbusres.2023.113838 · Cited by 378 · see citing works

Agentic Commerce: A Survey of How AI Agents Are Reshaping CommercePreprint

Zhang, Y., Pan, B., Zhu, M., Pei, J., & Zhao, L. (2026) · doi:10.36227/techrxiv.176972193.39211542/v1 · Cited by 2 · see citing works

When the customer is a machine: a systematic literature review and integrative framework of agentic commercePreprint

Moghaddam, M. T., Alipour, M., & Grunert, K. G. (2026) · Research Square · doi:10.21203/rs.3.rs-11222729/v1

Factors Influencing Artificial Intelligence Conversational Agents Usage in the E-commerce Field: A Systematic Literature Review

Alnefaie, A., Singh, S., Kocaballi, A. B., & Prasad, M. (2021) · Journal of the Association for Information Systems · Cited by 1 · see citing works

Human-like communication in conversational agents: a literature review and research agenda

van Pinxteren, M. M. E., Pluymaekers, M., & Lemmink, J. G. A. M. (2020) · Journal of service management · doi:10.1108/josm-06-2019-0175 · Cited by 282 · see citing works