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Cited by 293AI in Service InteractionsDigital Marketing and Social MediaTechnology Adoption and User Behaviour

The DOI matches its Crossref record; 184 of the 187 references it cites were found in a registry or an index.

Alexa, what do we know about conversational commerce? Insights from a systematic literature review.

Open access
Lim, Weng Marc, Kumar, Satish, Verma, Sanjeev, Chaturvedi, Rijul·2022·Psychology & Marketing
DOI 10.1002/mar.21654
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Abstract

Abstract Conversational agents are systems with human‐like features that can be deployed in service settings and are fast emerging as the future of online commerce. Considering the importance and proliferation of conversational commerce, it is opportune to take stock of the field's research from a bird's eye view to guide understanding of its current and future progress. In this regard, the goal of this study is to review the performance and intellectual structure of conversational commerce. To do so, this study conducts a comprehensive and systematic review of 722 publications on conversational commerce using the Scientific Procedures and Rationales for Systematic Literature Reviews protocol and a collection of bibliometric analysis techniques consisting of performance analysis and science mapping (e.g., content analysis, keyword co‐occurrence analysis, and bibliographic coupling). In doing so, this study reveals the performance (e.g., publication and citation trends, and top sources, publications, and authors) and the major theories and themes in the intellectual structure of the field. The study concludes with a conceptual framework depicting the constructs (e.g., antecedents, mediators, moderators, consequences, and enablers) of employing conversational agents for commerce and service delivery, as well as suggestions for its future research.

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Crossref · 10.1002/mar.21654

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Citations

Cites

Research works printed but not linked: 12

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  3. Burden D. J., 2008, International Conference on Innovative Techniques and Applications of Artificial Intelligence, 103
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  5. 1975 Addison‐Wesley Reading M. Fishbein I. Ajzen Belief attitude intention and behavior: An introduction to theory and research
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  7. Mariani M. M., 2020, Beyond the hype: Psychological mechanisms enabling the acceptance, adoption, and engagement with artificial intelligence technology in marketing, Psychology & Marketing
  8. Mori M., 1970, The uncanny valley, Energy, 7, 33
  9. Palmatier R., 2005, Leveraging relationship marketing strategies for better performance: A meta‐analysis, Marketing Science Institute Working Paper Series, 05
  10. Pentina I., 2022, Virtual conversational agents: Consumer‐machine relationships in the age of artificial intelligence, Psychology & Marketing
  11. Radziwill N. M. &Benton M. C.(2017).Evaluating quality of chatbots and intelligent conversational agents.arXiv preprint arXiv:1704.04579. · arXiv
  12. Vroom V. H., 1964, Work and motivation

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Metadata

Authors
Lim, W. M., Kumar, S., Verma, S., & Chaturvedi, R.
Affiliations
  • Swinburne University of Technology Sarawak Campus (MY)
  • Malaviya National Institute of Technology Jaipur (IN)
  • Indian Institute of Management Mumbai (IN)
Corresponding author
Kumar, Satish
ORCID
Venue
Psychology & Marketing
Publisher
Wiley
Published
2022-03-08
Volume
39
Issue
6
Pages
1129-1155
ISSN
  • 0742-6046 (ISSN-L)
  • 1520-6793
DOI
10.1002/mar.21654
OpenAlex
W4220991995
Cited by
293
References
187
Citations by year
2026: 44 · 2025: 79 · 2024: 84 · 2023: 65 · 2022: 20
FWCI
4.32
Type
journal article
Language
en
Open access
Licence
Locations
Psychology and Marketing (publishedVersion, cc-by-nc-nd)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › AI in Service Interactions
  • Social Sciences › Business, Management and Accounting › Marketing › Digital Marketing and Social Media
  • Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
Keywords
conversational commerce, chatbots, e-commerce, service delivery, intellectual structure, research trends, conceptual framework, customer service automation, Amazon Alexa

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