OpenAlex is a bibliographic catalogue of scientific papers, authors and institutions accessible in open access mode, named after the Library of Alexandria. It's citation coverage is excellent and I hope you will find utility in this listing of citing articles!
If you click the article title, you'll navigate to the article, as listed in CrossRef. If you click the Open Access links, you'll navigate to the "best Open Access location". Clicking the citation count will open this listing for that article. Lastly at the bottom of the page, you'll find basic pagination options.
Requested Article:
Chatbots for customer service
Asbjørn Følstad, Marita Skjuve
(2019), pp. 1-9
Closed Access | Times Cited: 150
Asbjørn Følstad, Marita Skjuve
(2019), pp. 1-9
Closed Access | Times Cited: 150
Showing 1-25 of 150 citing articles:
The human side of human-chatbot interaction: A systematic literature review of ten years of research on text-based chatbots
Amon Rapp, Lorenzo Curti, Arianna Boldi
International Journal of Human-Computer Studies (2021) Vol. 151, pp. 102630-102630
Open Access | Times Cited: 412
Amon Rapp, Lorenzo Curti, Arianna Boldi
International Journal of Human-Computer Studies (2021) Vol. 151, pp. 102630-102630
Open Access | Times Cited: 412
The Impact of Chatbots on Customer Loyalty: A Systematic Literature Review
Liss Jenneboer, Carolina Herrando, Efthymios Constantinides
Journal of theoretical and applied electronic commerce research (2022) Vol. 17, Iss. 1, pp. 212-229
Open Access | Times Cited: 150
Liss Jenneboer, Carolina Herrando, Efthymios Constantinides
Journal of theoretical and applied electronic commerce research (2022) Vol. 17, Iss. 1, pp. 212-229
Open Access | Times Cited: 150
An Initial Model of Trust in Chatbots for Customer Service—Findings from a Questionnaire Study
Cecilie Bertinussen Nordheim, Asbjørn Følstad, Cato Alexander Bjørkli
Interacting with Computers (2019) Vol. 31, Iss. 3, pp. 317-335
Open Access | Times Cited: 149
Cecilie Bertinussen Nordheim, Asbjørn Følstad, Cato Alexander Bjørkli
Interacting with Computers (2019) Vol. 31, Iss. 3, pp. 317-335
Open Access | Times Cited: 149
Are users willing to embrace ChatGPT? Exploring the factors on the acceptance of chatbots from the perspective of AIDUA framework
Xiaoyue Ma, Yudi Huo
Technology in Society (2023) Vol. 75, pp. 102362-102362
Closed Access | Times Cited: 149
Xiaoyue Ma, Yudi Huo
Technology in Society (2023) Vol. 75, pp. 102362-102362
Closed Access | Times Cited: 149
AI-chatbots on the services frontline addressing the challenges and opportunities of agency
Terrence Chong, Ting Yu, Debbie Keeling, et al.
Journal of Retailing and Consumer Services (2021) Vol. 63, pp. 102735-102735
Open Access | Times Cited: 138
Terrence Chong, Ting Yu, Debbie Keeling, et al.
Journal of Retailing and Consumer Services (2021) Vol. 63, pp. 102735-102735
Open Access | Times Cited: 138
Uncanny Valley Effects on Chatbot Trust, Purchase Intention, and Adoption Intention in the Context of E-Commerce: The Moderating Role of Avatar Familiarity
Stephen Wonchul Song, Mincheol Shin
International Journal of Human-Computer Interaction (2022) Vol. 40, Iss. 2, pp. 441-456
Open Access | Times Cited: 105
Stephen Wonchul Song, Mincheol Shin
International Journal of Human-Computer Interaction (2022) Vol. 40, Iss. 2, pp. 441-456
Open Access | Times Cited: 105
The User Experience of ChatGPT: Findings from a Questionnaire Study of Early Users
Marita Skjuve, Asbjørn Følstad, Petter Bae Brandtzæg
(2023), pp. 1-10
Open Access | Times Cited: 67
Marita Skjuve, Asbjørn Følstad, Petter Bae Brandtzæg
(2023), pp. 1-10
Open Access | Times Cited: 67
Charting the Evolution and Future of Conversational Agents: A Research Agenda Along Five Waves and New Frontiers
Sofia Schöbel, Anuschka Schmitt, Dennis Benner, et al.
Information Systems Frontiers (2023) Vol. 26, Iss. 2, pp. 729-754
Open Access | Times Cited: 55
Sofia Schöbel, Anuschka Schmitt, Dennis Benner, et al.
Information Systems Frontiers (2023) Vol. 26, Iss. 2, pp. 729-754
Open Access | Times Cited: 55
Investigating the user experience of customer service chatbot interaction: a framework for qualitative analysis of chatbot dialogues
Asbjørn Følstad, Cameron Taylor
Quality and User Experience (2021) Vol. 6, Iss. 1
Open Access | Times Cited: 66
Asbjørn Følstad, Cameron Taylor
Quality and User Experience (2021) Vol. 6, Iss. 1
Open Access | Times Cited: 66
Chatbots Language Design: The Influence of Language Variation on User Experience with Tourist Assistant Chatbots
Ana Paula Chaves, Jesse Egbert, Toby Dylan Hocking, et al.
ACM Transactions on Computer-Human Interaction (2022) Vol. 29, Iss. 2, pp. 1-38
Closed Access | Times Cited: 48
Ana Paula Chaves, Jesse Egbert, Toby Dylan Hocking, et al.
ACM Transactions on Computer-Human Interaction (2022) Vol. 29, Iss. 2, pp. 1-38
Closed Access | Times Cited: 48
UX Research on Conversational Human-AI Interaction: A Literature Review of the ACM Digital Library
Qingxiao Zheng, Yiliu Tang, Yiren Liu, et al.
CHI Conference on Human Factors in Computing Systems (2022)
Open Access | Times Cited: 46
Qingxiao Zheng, Yiliu Tang, Yiren Liu, et al.
CHI Conference on Human Factors in Computing Systems (2022)
Open Access | Times Cited: 46
When Do We Accept Mistakes from Chatbots? The Impact of Human-Like Communication on User Experience in Chatbots That Make Mistakes
Marianna A. de Sá Siqueira, Barbara C. N. Müller, Tjalling Bosse
International Journal of Human-Computer Interaction (2023) Vol. 40, Iss. 11, pp. 2862-2872
Open Access | Times Cited: 38
Marianna A. de Sá Siqueira, Barbara C. N. Müller, Tjalling Bosse
International Journal of Human-Computer Interaction (2023) Vol. 40, Iss. 11, pp. 2862-2872
Open Access | Times Cited: 38
Antecedents of intention to use chatbots in service encounters: A meta‐analytic review
Krishnan Gopinath, Dharun Kasilingam
International Journal of Consumer Studies (2023) Vol. 47, Iss. 6, pp. 2367-2395
Closed Access | Times Cited: 23
Krishnan Gopinath, Dharun Kasilingam
International Journal of Consumer Studies (2023) Vol. 47, Iss. 6, pp. 2367-2395
Closed Access | Times Cited: 23
An Analytical Review on the Impact of Artificial Intelligence on the Business Industry: Applications, Trends, and Challenges
Kuldeep Gurjar, Anshika Jangra, Hasnan Baber, et al.
IEEE Engineering Management Review (2024) Vol. 52, Iss. 2, pp. 84-102
Closed Access | Times Cited: 10
Kuldeep Gurjar, Anshika Jangra, Hasnan Baber, et al.
IEEE Engineering Management Review (2024) Vol. 52, Iss. 2, pp. 84-102
Closed Access | Times Cited: 10
LLM-Powered Conversational AI in Customer Service: Users’ Expectations and Anticipated Use
Anna Grøndahl Larsen, Marita Skjuve, Knut Kvale, et al.
Lecture notes in computer science (2025), pp. 217-233
Closed Access | Times Cited: 1
Anna Grøndahl Larsen, Marita Skjuve, Knut Kvale, et al.
Lecture notes in computer science (2025), pp. 217-233
Closed Access | Times Cited: 1
Organizational Factors Affecting Successful Implementation of Chatbots for Customer Service
Juliana Jia Yu Zhang, Asbjørn Følstad, Cato Alexander Bjørkli
Journal of Internet Commerce (2021) Vol. 22, Iss. 1, pp. 122-156
Open Access | Times Cited: 45
Juliana Jia Yu Zhang, Asbjørn Følstad, Cato Alexander Bjørkli
Journal of Internet Commerce (2021) Vol. 22, Iss. 1, pp. 122-156
Open Access | Times Cited: 45
The March of Chatbots into Recruitment: Recruiters’ Experiences, Expectations, and Design Opportunities
Sami Koivunen, Saara Ala-Luopa, Thomas Olsson, et al.
Computer Supported Cooperative Work (CSCW) (2022) Vol. 31, Iss. 3, pp. 487-516
Open Access | Times Cited: 29
Sami Koivunen, Saara Ala-Luopa, Thomas Olsson, et al.
Computer Supported Cooperative Work (CSCW) (2022) Vol. 31, Iss. 3, pp. 487-516
Open Access | Times Cited: 29
From Turing to Transformers: A Comprehensive Review and Tutorial on the Evolution and Applications of Generative Transformer Models
Emma Yann Zhang, Adrian David Cheok, Zhigeng Pan, et al.
Sci (2023) Vol. 5, Iss. 4, pp. 46-46
Open Access | Times Cited: 17
Emma Yann Zhang, Adrian David Cheok, Zhigeng Pan, et al.
Sci (2023) Vol. 5, Iss. 4, pp. 46-46
Open Access | Times Cited: 17
The Future of Marketing: The Transformative Power of Artificial Intelligence
Hafize Nurgül Durmuş Şenyapar
International Journal of Management and Administration (2024) Vol. 8, Iss. 15, pp. 1-19
Open Access | Times Cited: 8
Hafize Nurgül Durmuş Şenyapar
International Journal of Management and Administration (2024) Vol. 8, Iss. 15, pp. 1-19
Open Access | Times Cited: 8
Developing English Conversation Chatbot Using Dialogflow
Aliv Faizal Muhammad, Dwi Susanto, Akhmad Alimudin, et al.
2022 International Electronics Symposium (IES) (2020), pp. 468-475
Closed Access | Times Cited: 50
Aliv Faizal Muhammad, Dwi Susanto, Akhmad Alimudin, et al.
2022 International Electronics Symposium (IES) (2020), pp. 468-475
Closed Access | Times Cited: 50
Improving Conversations: Lessons Learnt from Manual Analysis of Chatbot Dialogues
Knut Kvale, Olav Alexander Sell, Stig Hodnebrog, et al.
Lecture notes in computer science (2020), pp. 187-200
Closed Access | Times Cited: 43
Knut Kvale, Olav Alexander Sell, Stig Hodnebrog, et al.
Lecture notes in computer science (2020), pp. 187-200
Closed Access | Times Cited: 43
Too Informal? How a Chatbot’s Communication Style Affects Brand Attitude and Quality of Interaction
Christine Liebrecht, Lena Sander, Charlotte van Hooijdonk
Lecture notes in computer science (2021), pp. 16-31
Closed Access | Times Cited: 34
Christine Liebrecht, Lena Sander, Charlotte van Hooijdonk
Lecture notes in computer science (2021), pp. 16-31
Closed Access | Times Cited: 34
Effectiveness of chatbots on COVID vaccine confidence and acceptance in Thailand, Hong Kong, and Singapore
Kristi Yoonsup Lee, Saudamini Vishwanath Dabak, Vivian Hanxiao Kong, et al.
npj Digital Medicine (2023) Vol. 6, Iss. 1
Open Access | Times Cited: 16
Kristi Yoonsup Lee, Saudamini Vishwanath Dabak, Vivian Hanxiao Kong, et al.
npj Digital Medicine (2023) Vol. 6, Iss. 1
Open Access | Times Cited: 16
Tutoring Postgraduate Students with an AI-Based Chatbot
Matti Koivisto
International Journal of Advanced Corporate Learning (iJAC) (2023) Vol. 16, Iss. 1, pp. 41-54
Open Access | Times Cited: 14
Matti Koivisto
International Journal of Advanced Corporate Learning (iJAC) (2023) Vol. 16, Iss. 1, pp. 41-54
Open Access | Times Cited: 14
AI-powered mental health communication: Examining the effects of affection expectations on health behavioral intentions
Xuan Qian, Shupei Yuan
Patient Education and Counseling (2024) Vol. 122, pp. 108142-108142
Closed Access | Times Cited: 6
Xuan Qian, Shupei Yuan
Patient Education and Counseling (2024) Vol. 122, pp. 108142-108142
Closed Access | Times Cited: 6
