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My Virtual Colleague: A State-of-the-Art Analysis of Conversational Agents for the Workplace

Feng, S., & Buxmann, P. (2020) · Hawaii International Conference on System Sciences (HICSS) · doi:10.24251/hicss.2020.020 · Cited by 24 · see citing works

Proceedings of the Technology, Mind, and Society

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Can We Solve AI's 'Trust Problem'?

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The influence of content type of facebook messages on the effectiveness of the message "and the moderating role of consumer brand relationship"

Rog, N. A. B. (2014) · Cited by 3 · see citing works

Unveiling trust in AI: the interplay of antecedents, consequences, and cultural dynamics

Dang, Q., & Li, G. (2025) · AI & Society · doi:10.1007/s00146-025-02477-6 · Cited by 111 · see citing works

Consumer Response to Anthropomorphism of Text‐Based <scp>AI</scp> Chatbots: A Systematic Literature Review and Future Research Directions

Greilich, A., Bremser, K., & Wüst, K. (2025) · International Journal of Consumer Studies · doi:10.1111/ijcs.70108 · Cited by 47 · see citing works

Recovering customer satisfaction after a chatbot service failure – The effect of gender

Rese, A., & Witthohn, L. (2025) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2025.104257 · Cited by 29 · see citing works

AI Chatbots in E-Commerce: Enhancing Customer Engagement, Satisfaction and Loyalty

Vebrianti, R., Aras, M., Putri, M. S. S., & Swandewi, I. A. (2025) · PaperASIA · doi:10.59953/paperasia.v41i2b.445 · Cited by 18 · see citing works

Not in our image: rethinking anthropomorphism in expert chatbot design

Karimova, G. Z. (2025) · AI & Society · doi:10.1007/s00146-025-02438-z · Cited by 14 · see citing works

Self-recovery or human Intervention? understanding the role of task type and failure frequency in chatbot failure recovery

Lu, Z., & Min, Q. (2025) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2025.104444 · Cited by 8 · see citing works

Loneliness and AI chatbot dependence in young adults: the mediating role of perceived social support

Uğuz, Ö., Doğan, S., & Gungor, D. (2026) · BMC Psychology · doi:10.1186/s40359-026-04916-5 · Cited by 7 · see citing works

Exploring the Impact of Anthropomorphism in AI Navigation Systems on Elderly Users’ Efficiency, Trust, Satisfaction, and Cognitive Load

Li, H., Hou, Y., Pan, W., Chen, H., Gai, J., & Bu, L. (2025) · International Journal of Human-Computer Interaction · doi:10.1080/10447318.2025.2524499 · Cited by 6 · see citing works

Exploring the Customer Experience Regarding AI-Powered Fintech Chatbots in Terms of SOR Theory

Çam, S., Tuna, M. F., & Bayır, T. (2026) · Journal of theoretical and applied electronic commerce research · doi:10.3390/jtaer21020049 · Cited by 6 · see citing works

Linguistic Anthropomorphism in Chatbots: Effects of Style, Topic, and Interaction on Users' Perceptions and Behaviors

Stinkeste, C., & Skantze, G. (2025) · International Conference on Human-Agent Interaction (HAI) · doi:10.1145/3765766.3765773 · Cited by 5 · see citing works

The effects of AI-powered chatbot communication quality on consumer purchase intention: the mediating role of brand elements and consumer–brand relationships

Armutçu, B. (2026) · Journal of Enterprise Information Management · doi:10.1108/jeim-10-2025-1081 · Cited by 5 · see citing works

A TCCM-Based Systematic Literature Review of Anthropomorphism in Human-AI Interaction and Future Research Agenda

Ansari, B., & Sameer, A. (2026) · Journal of Technology in Behavioral Science · doi:10.1007/s41347-026-00594-7 · Cited by 4 · see citing works

Gender similarity effects in human–AI interaction: Development and validation of the Behavioral AI Anthropomorphism Scale (BAAS) and implications for trust and gender attribution

Ibrahim, F., Telle, N.-T., Lauckner, M., Karl, J. A., & Daseking, M. (2026) · Computers in Human Behavior Reports · doi:10.1016/j.chbr.2026.101003 · Cited by 4 · see citing works

How Artificial Intelligence-Driven Marketing Shapes Customer Satisfaction: A Systematic Review of Cognitive, Affective, and Behavioral Outcomes

Patgiri, R., & Ramakrishna, G. (2026) · Cureus Journal of Business and Economics. · doi:10.7759/s44404-026-00067-3 · Cited by 2 · see citing works

How conversation content and style shape service evaluations: Evidence from a dual-pathway mediation model and neural processing

Li, Y., Wang, F., Jin, J. K., & Pan, Y. (2026) · Computers in Human Behavior · doi:10.1016/j.chb.2026.109160 · Cited by 2 · see citing works

Emotional Reliance on Artificial Intelligence: A Scoping Review of AI Companionship and Mental Health Implications

Lastretti, M., Manchia, M., Fraschini, M., Faa, A., Coghe, F., Paribello, P., Pinna, M., Tiwari, E., Suri, J. S., Saba, L., et al. (2026) · Psychiatry International · doi:10.3390/psychiatryint7050194 · Cited by 2 · see citing works

How Do People Communicate with Conversational Agents? Identifying Communication Styles Through Lexical and Acoustic Features

Zhao, R., Xie, Y., Nie, Z., & Zhou, R. (2026) · International Journal of Human-Computer Interaction · doi:10.1080/10447318.2026.2643349 · Cited by 1 · see citing works

Human vs. robot service in hospitality: how value co-creation shapes guest revisit intention

Mehmood, S., Zhou, Z., Khan, S., & Noor, I. (2026) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2026.2672444 · Cited by 1 · see citing works

Metacognitive Experience: How AI Recommendations Shape Purchase Intention

Gu, Q., Yu, X., Yuan, D., & Yang, Q. (2026) · Journal of theoretical and applied electronic commerce research · doi:10.3390/jtaer21060183 · Cited by 1 · see citing works

Expert or Partner? How Social Roles of AI Chatbots Shape Competence Trust and Privacy Disclosure Intention in Fitness Contexts

Chen, S., Duan, Y., & Zhao, Y. (2026) · International Journal of Human-Computer Interaction · doi:10.1080/10447318.2026.2683646 · Cited by 1 · see citing works

FAKTOR DESAIN CHATBOT (TONE, AVATAR, EMOSI, DAN INTERAKTIVITAS) TERHADAP PENGALAMAN DAN KEPUASAN PENGGUNA: SYSTEMATIC LITERATURE REVIEW

Asri, N. V., Pramudyta, D. V., & Fitriani, N. (2026) · Jurnal Riset Sistem Informasi · doi:10.69714/t8rsfj33

Implementation of the Use of Chatbot in Improving Consumer Services on E-Commerce Platforms

Nurcahyo, R., Harly, M. Q., Manopo, J. I., Cristabel, B. D., Binus, G. C., & Bilqis, F. A. (2025) · International Conference on ICT for Smart Society (ICISS) · doi:10.1109/iciss66954.2025.11389235

The impact of chatbot communication style on switching intention of consumer in hospitality: the moderating role of social perception

Li, W., Zhu, Z., Shan, M., Zhao, X., & Liu, F. (2026) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2026.2642900

Impact of chatbot's communication style and modes on perceived customer satisfaction and usage intent in AI-based banking

Wanasinghe, W. D. H. B. U., Jayamanna, R. P. A. I., Wikeshani, A. H. T. J. S., Arachchi, H. A. D. M., & Samarasinghe, G. (2026) · IEEE International Conference on Industrial and Information Systems (ICIIS) · doi:10.1109/iciis69028.2026.11450874

Human-centered design of artificial intelligence as the key to motivation and acceptance: An experimental investigation in the context of personnel scheduling

Bentler, D., Aksu, V., & Maier, G. W. (2026) · Zeitschrift für Arbeitswissenschaft · doi:10.1007/s41449-026-00526-4

The Role of Enjoyment in Chatbot Usage for Customer Service

Amelia, A., Khaira, F., & Darussalam, R. K. (2026) · Value Jurnal Manajemen dan Akuntansi · doi:10.32534/jv.v21i1.8530

The double-edged sword of artificial empathy: user resistance and acceptance in emotional vs. functional interactions

Wang, Y., & Hao, Y. (2026) · Interacting with Computers · doi:10.1093/iwc/iwag020

Sincere or Skeptical? The Role of Chatbot Social Presence in Driving Propensity to Purchase via Chatbot

Abeden, A. Z. U., Wang, J., Maqbool, M., & Latif, M. S. (2026) · International Journal of Human-Computer Interaction · doi:10.1080/10447318.2026.2674832

Leveraging Chatbots as Digital Business Models: How Psychological Drivers and Mimetic Pressure Shape Consumer Adoption in E-RetailPreprint

Saeedi, M., & Zibarzani, M. (2026) · SSRN Electronic Journal · doi:10.2139/ssrn.6845164

Driverless vs human-driven taxis: a study on public perception and acceptance of driverless taxis based on social media comments

Han, X., Wang, E., Rui, Z., Wang, L., & Liu, Q. (2026) · Transportation Research Part F Traffic Psychology and Behaviour · doi:10.1016/j.trf.2026.103667

How enterprise conversational agents impact brand identity

Sonnabend, D., Reinhard, P., Dittmar, A., Li, M. M., & Leimeister, J. M. (2026) · Electronic Markets · doi:10.1007/s12525-026-00901-3

Avatars that engage: How visual role expectations, contextual congruence, user characteristics, and perceived sympathy shape responses to shopping chatbots

Ackermann, K. A., Rettenmund, M., Helbling, C., Gut, R. B., Heim, N., & Furchheim, P. (2026) · Computers in Human Behavior Artificial Humans · doi:10.1016/j.chbah.2026.100335

Effects of In-Vehicle Voice Assistant Language Style on Trust and Usage Intention: The Moderating Role of Extraversion in Perceptual Pathways

Wei, S., Chen, D., Yu, S., Ren, Z., An, W., Liu, Z., & Pusetso, T. J. (2026) · International Journal of Human-Computer Interaction · doi:10.1080/10447318.2026.2693617

How AI service persona drift erodes consumer trust through relationship discontinuity

Dai, L., Tu, R., & Li, J. (2026) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2026.104985

Contingent or Generic, Concise or Lengthy: Effect of Robot Response Style on User Satisfaction in Voice Interactions

Lei, X., & Liu, F. (2026) · International Journal of Social Robotics · doi:10.1007/s12369-026-01421-y

When is AI service better? The effect of AI service time on customer acceptance in diverse cultures

Xiao, T., Gao, F., Wu, H., Huang, M., Tong, Z., & Dai, W. (2026) · Journal of Business Research · doi:10.1016/j.jbusres.2026.116425

Too much memory, too little trust? How AI customer service memory depth violates relational boundaries in retail service

Dai, L., Li, J., Gu, S., & Lin, G. (2026) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2026.105007

Emotion in consumer–chatbot interactions: a systematic literature review from a service marketing perspective

Ramadhan, R. M., & Purwanegara, M. S. (2026) · Cogent Business & Management · doi:10.1080/23311975.2026.2710503

Self-driven or human-assisted? The impact of chatbot service recovery on consumer purchase intentions

Chen, S., Zhu, Y., & Li, X. (2026) · Journal of Services Marketing · doi:10.1108/jsm-09-2024-0488

Communication style synergy in chatbot-human service teams: dividing warmth and competence to enhance customer satisfaction

Zhang, Y., Shen, M., & Li, X. (2026) · Humanities and Social Sciences Communications · doi:10.1057/s41599-026-08477-1

How Loneliness, Trust, and Age Shape Evaluations of Human Versus AI‐Based Advisory Services

Newman, K. P., & Schultz, A. E. (2026) · Psychology and Marketing · doi:10.1002/mar.70259

Bonding with AI chatbots: anthropomorphism and changes in social support networks using PLS-SEM and fsQCA

Bai, K., & Liu, Y. (2026) · Online Information Review · doi:10.1108/oir-06-2025-0473

“How May I Help You?” A Multidimensional Analysis of GPT-Based Customer-Service Chatbots

Ali, S., & Faridi, M. R. (2026) · Sci · doi:10.3390/sci8100285

Using emojis to uplift emotion: Effects on mental health chatbots’ performance

Deng, Z., Yan, X., & Fan, G. (2026) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2026.105159

From Anthropomorphism to Trust: Unpacking the Role of Authenticity in Generative AI and Large Language Models—A Structured Literature Review and Future Research Agenda

Ifrim, A. M., Oncioiu, I., Silvestru, C. I., Popescu, C.-A., Dobrescu, T. G., & Popescu, E.-M. (2026) · AI · doi:10.3390/ai7100428

Does It Feel or Does It Understand? Communication Style and Task-Contingent Mind Attribution to Conversational AI

Wang, J., Li, Y., Zhang, X., Zhao, L., & Qin, Y. (2026) · Journal of theoretical and applied electronic commerce research · doi:10.3390/jtaer21100371

When interface style meets personality: Big five differences in self-extension and emotional attachment in online shopping platforms

Li, H., Chen, H., Pan, W., Zhang, W., Lou, W., Guo, Q., & Yoo, B. (2026) · Computers in Human Behavior · doi:10.1016/j.chb.2026.109220

Explaining the Details Enhances Human Perceptions of the Persuasiveness of GAI Misinformation Corrections

Zhang, M., zuojie, Z., Li, S., Han, X., & Qian, H. (2026) · International Journal of Human-Computer Interaction · doi:10.1080/10447318.2026.2748818

Anthropomorphism in service robots and consumer acceptance: investigating the relationship via a systematic literature review

Παπαβασιλείου, Δ., Κonstantoulaki, K., & Christofi, M. (2026) · Journal of Asia Business Studies · doi:10.1108/jabs-11-2025-0681

Generative AI and the Transformation of Travel Planning: A Serial Mediation Model of Tone Appropriateness, Trust, and Time Efficiency in ChatGPT-Assisted Travel Decision-Making

Al‐Romeedy, B. S., Abdelghani, A. A. A., Alblowi, R., Taha, E. H., Alhaleem, D. O. A., & Ahmed, H. A. M. (2026) · Information · doi:10.3390/info17111090

Anthropomorphic Cues in AI Chat boots and Consumer Responses: An Empirical Survey of Trust and Purchase Intention in Online Services

Ayub, H. N. (2026) · Zenodo (CERN European Organization for Nuclear Research) · doi:10.5281/zenodo.18999446

Human vs. AI: Understanding the impact of anthropomorphism on consumer response to chatbots from the perspective of trust and relationship norms

Cheng, X., Zhang, X., Cohen, J., & Mou, J. (2022) · Information Processing &amp; Management · doi:10.1016/j.ipm.2022.102940 · Cited by 536 · see citing works

Make chatbots more adaptive: Dual pathways linking human-like cues and tailored response to trust in interactions with chatbots

Jiang, Y., Yang, X., & Zheng, T. (2022) · Computers in Human Behavior · doi:10.1016/j.chb.2022.107485 · Cited by 179 · see citing works

The Effects of Perceived Usefulness, Perceived Ease of Use, and Perceived Enjoy ment on Trust, Satisfaction, and Usage Intention in Tourism Chatbots: The Mode rating Role of Anthropomorphism

Kim, M. J., & Kim, H. Y. (2026) · Journal & Article Management System · doi:10.31927/asec.22.3.9

Exploring Consumers’ Response to Text-Based Chatbots in e-Commerce: The Moderating Role of Task Complexity and Chatbot Disclosure

Cheng, X., Bao, Y., Zarifis, A., Gong, W., & Mou, J. (2022) · Internet Research · doi:10.1108/intr-08-2020-0460 · Cited by 300 · see citing works