Your download is now in progress and you may close this window

Did you know that with a free Taylor & Francis Online account you can gain access to the following benefits?

Choose new content alerts to be informed about new research of interest to you
Easy remote access to your institution's subscriptions on any device, from any location
Save your searches and schedule alerts to send you new results
Export your search results into a .csv file to support your research

Have an account?
Login now Don't have an account?
Register for free

Login or register to access this feature

Have an account?
Login now Don't have an account?
Register for free

Choose new content alerts to be informed about new research of interest to you
Easy remote access to your institution's subscriptions on any device, from any location
Save your searches and schedule alerts to send you new results
Export your search results into a .csv file to support your research

Search in:

Advanced search

Journal of Internet Commerce Volume 22, 2023 - Issue 1

Submit an article Journal homepage

Open access

12,544

Views

CrossRef citations to date

Altmetric

Original Articles

Organizational Factors Affecting Successful Implementation of Chatbots for Customer Service

Juliana J. Y. Zhanga Department of Psychology, University of Oslo, Oslo, Norway

https://orcid.org/0000-0001-5039-2346

Asbjørn Følstadb SINTEF, Oslo, NorwayCorrespondence[email protected]

https://orcid.org/0000-0003-2763-0996

Cato A. Bjørklia Department of Psychology, University of Oslo, Oslo, Norway

https://orcid.org/0000-0002-3246-2379

Pages 122-156 | Published online: 31 Aug 2021

Cite this article
https://doi.org/10.1080/15332861.2021.1966723
CrossMark

Full Article
Figures & data
References
Citations
Metrics
Licensing
Reprints & Permissions
View PDF PDF View EPUB EPUB

Citations (4)

Keep up to date with the latest research on this topic with citation updates for this article.

Subscribe to citation updates

Articles from other publishers (4)

Mark Anthony Camilleri & Ciro Troise. (2022) Live support by chatbots with artificial intelligence: A future research agenda. Service Business 17:1, pages 61-80.
Crossref

Effie Lai-Chong Law, AsbjØRn FØLstad & Nena Van As. (2022) Effects of Humanlikeness and Conversational Breakdown on Trust in Chatbots for Customer Service. Effects of Humanlikeness and Conversational Breakdown on Trust in Chatbots for Customer Service.

Risca Fleureta Hudiyono. (2022) Exploring Indonesian Companies’ Chatbots to Gather Customer Experience. Exploring Indonesian Companies’ Chatbots to Gather Customer Experience.

Tina Taule, Asbjørn Følstad & Knut Inge Fostervold. 2022. Chatbot Research and Design. Chatbot Research and Design 73 89 .

Share icon
Back to Top

Related research

People also read lists articles that other readers of this article have read.

Recommended articles lists articles that we recommend and is powered by our AI driven recommendation engine.

Cited by lists all citing articles based on Crossref citations.
Articles with the Crossref icon will open in a new tab.

People also read
Recommended articles
Cited by

To cite this article:

Reference style: APA Chicago Harvard

Citation copied to clipboard

Reference styles above use APA (6th edition), Chicago (16th edition) & Harvard (10th edition)

Download citation

Download a citation file in RIS format that can be imported by citation management software including EndNote, ProCite, RefWorks and Reference Manager.

Choose format: RIS BibTex RefWorks Direct Export

Choose options: Citation Citation & abstract Citation & references