Organizational Factors Affecting Successful Implementation of Chatbots for Customer Service

References

• Adiwardana, D., M. T. Luong, D. R. So, J. Hall, N. Fiedel, R. Thoppilan, Z. Yang, et al. 2020. Towards a human-like open-domain chatbot. Preprint published at arXiv.org, arXiv:2001.09977[cs.CL].
   Google Scholar
• Belanche, D., L. V. Casaló, C. Flavián, and J. Schepers. 2020. Service robot implementation: A theoretical framework and research agenda. The Service Industries Journal 40 (3–4):203–25. doi:10.1080/02642069.2019.1672666.
   Web of Science ®Google Scholar
• Brandtzaeg, P. B., and A. Følstad. 2017. Why people use chatbots. In International Conference on Internet Science, edited by I. Kompatsiaris, J. Cave, A. Satsiou, G. Carle, A. Passani, E. Kontopoulos, S. Diplaris, and D. McMillan, 377–92. Cham, Switzerland: Springer.
   Google Scholar
• Brooks, J., S. McCluskey, E. Turley, and N. King. 2015. The utility of template analysis in qualitative psychology research. Qualitative Research in Psychology 12 (2):202–22. doi:10.1080/14780887.2014.955224.
   PubMed Web of Science ®Google Scholar
• Castillo, D., A. I. Canhoto, and E. Said. 2020. The dark side of AI-powered service interactions: Exploring the process of co-destruction from the customer perspective. The Service Industries Journal. doi:10.1080/02642069.2020.1787993.
   Web of Science ®Google Scholar
• Chung, M., E. Ko, H. Joung, and S. J. Kim. 2018. Chatbot e-service and customer satisfaction regarding luxury brands. Journal of Business Research 117:587–95.
   Web of Science ®Google Scholar
• Crabtree, B. F., and W. F. Miller. 1992. A template approach to text analysis: Developing and using codebooks. In Research methods for primary care, Vol. 3. Doing qualitative research, edited by B. F. Crabtree and W. L. Miller, 93–109. Thousand Oaks, CA: Sage Publications.
   Google Scholar
• Dale, R. 2016. The return of the chatbots. Natural Language Engineering 22 (5):811–17. doi:10.1017/S1351324916000243.
   Web of Science ®Google Scholar
• Dixon, M., K. Freeman, and N. Toman. 2010. Stop trying to delight your customers. Harvard Business Review 88 (7/8):116–22.
   Web of Science ®Google Scholar
• Drift. 2018. The 2018 state of chatbots report. Technical report, Drift. https://www.drift.com/blog/chatbots-report/
   Google Scholar
• Følstad, A., and P. B. Brandtzaeg. 2017. Chatbots and the new world of HCI. Interactions 24 (4):38–42. doi:10.1145/3085558.
   Google Scholar
• Følstad, A., and P. B. Brandtzaeg. 2020. Users' experiences with chatbots: Findings from a questionnaire study. Quality and User Experience 5:3. doi:10.1007/s41233-020-00033-2.
   PubMedGoogle Scholar
• Følstad, A., and K. Kvale. 2016. Delightful or efficient? How service recovery affects customer experience. In Service design geographies. Proceedings of the ServDes. 2016 Conference (No. 125), 40–52. Linköping, Sweden: Linköping University Electronic Press.
   Google Scholar
• Følstad, A., and M. Skjuve. 2019. Chatbots for customer service: User experience and motivation. In Proceedings of CUI 2019, edited by L. Clark and B. R. Cowan, 1–9. New York, NY: ACM
   Google Scholar
• Forrester. 2018. The six factors that separate hype from hope in your conversational AI journey. Technical report. Forrester. https://www.forrester.com/report/The+Six+Factors+That+Separate+Hype+From+Hope+In+Your+Conversational+AI+Journey/RES143773
   Google Scholar
• Frey, C. B., and M. A. Osborne. 2017. The future of employment: How susceptible are jobs to computerisation? Technological Forecasting and Social Change 114:254–80. doi:10.1016/j.techfore.2016.08.019.
   Web of Science ®Google Scholar
• Gartner. 2019. Market guide for virtual customer assistants. Technical report. Gartner. https://www.gartner.com/en/documents/3947357/market-guide-for-virtual-customer-assistants
   Google Scholar
• Go, E., and S. S. Sundar. 2019. Humanizing chatbots: The effects of visual, identity and conversational cues on humanness perceptions. Computers in Human Behavior 97:304–16. doi:10.1016/j.chb.2019.01.020.
   Web of Science ®Google Scholar
• Goasduff, L. 2020. While five new AI solutions enter this year’s Hype Cycle for AI, the democratization of AI and the industrialization of AI megatrends dominate the AI landscape in 2020. https://www.gartner.com/smarterwithgartner/2-megatrends-dominate-the-gartner-hype-cycle-for-artificial-intelligence-2020/
   Google Scholar
• Hughes, D. L., N. P. Rana, and A. C. Simintiras. 2017. The changing landscape of IS project failure: An examination of the key factors. Journal of Enterprise Information Management 30 (1):142–65. doi:10.1108/JEIM-01-2016-0029.
   Web of Science ®Google Scholar
• Hussain, S. T., S. Lei, T. Akram, M. J. Haider, S. H. Hussain, and M. Ali. 2018. Kurt Lewin's change model: A critical review of the role of leadership and employee involvement in organizational change. Journal of Innovation & Knowledge 3 (3):123–7. doi:10.1016/j.jik.2016.07.002.
   Web of Science ®Google Scholar
• Ivanov, S. H., and C. Webster. 2017. Adoption of robots, artificial intelligence and service automation by travel, tourism and hospitality companies – a cost-benefit analysis. Paper presented at the International Scientific Conference "Contemporary Tourism – Traditions and Innovations", October 19-21, Sofia, Bulgaria.
   Google Scholar
• Jöhnk, J., M. Weißert, and K. Wyrtki. 2020. Ready or not, AI comes—an interview study of organizational ai readiness factors. Business & Information Systems Engineering 63:5–20.
   Web of Science ®Google Scholar
• Jones, D., and M. Smith. 2001. Implementation of new technology. Proceedings of the Human Factors and Ergonomics Society Annual Meeting 45 (16):1254–8. doi:10.1177/154193120104501604.
   Google Scholar
• Jyoti, R. 2019. Artificial Intelligence global adoption trends and strategies. International data corporation survey. https://www.idc.com/getdoc.jsp?containerId=US45120919k.
   Google Scholar
• Ke, W., and K. K. Wei. 2008. Organizational culture and leadership in ERP implementation. Decision Support Systems 45 (2):208–18. doi:10.1016/j.dss.2007.02.002.
   Web of Science ®Google Scholar
• Klein, K. J., A. B. Conn, and J. S. Sorra. 2001. Implementing computerized technology: An organizational analysis. Journal of Applied Psychology 86 (5):811–24. doi:10.1037/0021-9010.86.5.811.
   PubMed Web of Science ®Google Scholar
• Kvale, K., E. Freddi, S. Hodnebrog, O. A. Sell, and A. Følstad. 2020. Understanding the user experience of customer service chatbots: What can we learn from customer satisfaction surveys? In Proceedings of CONVERSATIONS 2020, edited by A. Følstad, T. Araujo, S. Papadopoulos, E. L.-C. Law, E. Luger, M. Goodwin, and P. B. Brandtzaeg, 205–18. Cham, Switzerland: Springer.
   Google Scholar
• Kvale, K., O. A. Sell, S. Hodnebrog, and A. Følstad. 2019. Improving conversations: Lessons learnt from manual analysis of chatbot dialogues. In Proceedings of CONVERSATIONS 2019, edited by A. Følstad, T. Araujo, S. Papadopoulos, E. L.-C. Law, O. C. Granmo, E. Luger, and P. B. Brandtzaeg, 187–200. Cham, Switzerland: Springer.
   Google Scholar
• Larivière, B., D. Bowen, T. Andreassen, W. Kunz, N. J. Sirianni, C. Voss, N. V. Wünderlich, and A. D. Keyser. 2017. "Service Encounter 2.0": An investigation into the roles of technology, employees and customers. Journal of Business Research 79:238–46. doi:10.1016/j.jbusres.2017.03.008.
   Web of Science ®Google Scholar
• Lawler, E. E. 1986. High-involvement management: Participative strategies for improving organizational performance. Vol. 2006. San Francisco, CA: Jossey-Bass.
   Google Scholar
• Legris, P., and P. Collerette. 2006. A roadmap for IT project implementation: Integrating stakeholders and change management issues. Project Management Journal 37 (5):64–75.
   Google Scholar
• Lester, J., K. Branting, and B. Mott. 2004. Conversational agents. In The practical handbook of internet computing, edited by M. P. Singh, 220–40. Boca Raton, FL: Chapman & Hall/CRC.
   Google Scholar
• Lokuge, S., D. Sedera, V. Grover, and X. Dongming. 2019. Organizational readiness for digital innovation: Development and empirical calibration of a construct. Information & Management 56 (3):445–61. doi:10.1016/j.im.2018.09.001.
   Web of Science ®Google Scholar
• Martínez-Caro, E., J. G. Cegarra-Navarro, and F. J. Alfonso-Ruiz. 2020. Digital technologies and firm performance: The role of digital organisational culture. Technological Forecasting and Social Change 154:119962. doi:10.1016/j.techfore.2020.119962.
   Web of Science ®Google Scholar
• McAfee, A., and E. Brynjolfsson. 2017. Machine, platform, crowd: Harnessing our digital future. New York, NY: W. W. Norton & Company.
   Google Scholar
• Michaelis, B., R. Stegmaier, and K. Sonntag. 2009. Affective commitment to change and innovation implementation behavior: The role of charismatic leadership and employees’ trust in top management. Journal of Change Management 9 (4):399–417. doi:10.1080/14697010903360608.
   Google Scholar
• Natalicchio, A., L. Ardito, T. Savino, and V. Albino. 2017. Managing knowledge assets for open innovation: A systematic literature review. Journal of Knowledge Management 21 (6):1362–83. doi:10.1108/JKM-11-2016-0516.
   Web of Science ®Google Scholar
• Nightingale, D. J., and J. Cromby. 1999. Social constructionist psychology – a critical analysis of theory and practice. Buckingham, UK: Open University Press.
   Google Scholar
• Nordheim, C. B., A. Følstad, and C. A. Bjørkli. 2019. An initial model of trust in chatbots for customer service—findings from a questionnaire study. Interacting with Computers 31 (3):317–35. doi:10.1093/iwc/iwz022.
   Web of Science ®Google Scholar
• Oke, A., N. Munshi, and F. O. Walumbwa. 2009. The influence of leadership on innovation processes and activities. Organizational Dynamics 38 (1):64–72. doi:10.1016/j.orgdyn.2008.10.005.
   Web of Science ®Google Scholar
• Østergaard, C. R., B. Timmermans, and K. Kristinsson. 2011. Does a different view create something new? The effect of employee diversity on innovation. Research Policy 40 (3):500–9. doi:10.1016/j.respol.2010.11.004.
   Web of Science ®Google Scholar
• Paschen, U., C. Pitt, and J. Kietzmann. 2020. Artificial intelligence: Building blocks and an innovation typology. Business Horizons 63 (2):147–55. doi:10.1016/j.bushor.2019.10.004.
   Web of Science ®Google Scholar
• PSFK. 2018. The customer service debrief. https://www.psfk.com/report/customer-service-debrief.
   Google Scholar
• PwC. 2018. Bot.Me: A revolutionary partnership. How AI is pushing man and machine closer together. Consumer Intelligence Series, PwC. https://www.pwc.com/it/it/publications/assets/docs/PwC_botme-booklet.pdf.
   Google Scholar
• Sanders, N. R., and J. D. Wood. 2020. The secret to AI is people. Harvard Business Review. https://hbr.org/2020/08/the-secret-to-ai-is-people.
   Google Scholar
• Sands, S., C. Ferraro, C. Campbell, and H. Y. Tsao. 2020. Managing the human–chatbot divide: How service scripts influence service experience. Journal of Service Management 32 (2):246–64. doi:10.1108/JOSM-06-2019-0203.
   Web of Science ®Google Scholar
• Sawang, S., and K. L. Unsworth. 2011. A model of organizational innovation implementation effectiveness in small to medium firms. International Journal of Innovation Management 15 (05):989–1011. doi:10.1142/S1363919611003398.
   Google Scholar
• Schraeder, M., P. M. Swamidass, and R. Morrison. 2006. Employee involvement, attitudes and reactions to technology changes. Journal of Leadership & Organizational Studies 12 (3):85–100. doi:10.1177/107179190601200306.
   Google Scholar
• Shevat, A. 2017. Designing bots: Creating conversational experiences. Boston, MA: O'Reilly Media.
   Google Scholar
• Singh, S., I. Akbani, and S. Dhir. 2020. Service innovation implementation: A systematic review and research agenda. The Service Industries Journal 40 (7–8):491–517. doi:10.1080/02642069.2020.1731477.
   Web of Science ®Google Scholar
• Syvänen, S., and C. Valentini. 2020. Conversational agents in online organization–stakeholder interactions: A state-of-the-art analysis and implications for further research. Journal of Communication Management 24 (4):339–62. doi:10.1108/JCOM-11-2019-0145.
   Web of Science ®Google Scholar
• Taylor, M. P, et al. 2019. Smart talk: How organizations and consumers are embracing voice and chat assistants. Techical report, Capgemini SE. https://www.capgemini.com/wp-content/uploads/2019/09/Report-–-Conversational-Interfaces_Web-Final.pdf.
   Google Scholar
• Treharne, G. J., and D. W. Riggs. 2015. Ensuring quality in qualitative research. In Qualitative research in clinical and health psychology, edited by P. Rohleder and A. Lyons, 57–73. Basingstoke, England: Palgrave MacMillan.
   Google Scholar
• Usabilla. 2018. In the age of automation, customers want more human, less machine. Technical report. Usabilla.
   Google Scholar
• Weizenbaum, J. 1966. ELIZA—a computer program for the study of natural language communication between man and machine. Communications of the ACM 9 (1):36–45. doi:10.1145/365153.365168.
   Web of Science ®Google Scholar
• Wilson, H. J., and P. R. Daugherty. 2018. Collaborative intelligence: Humans and AI are joining forces. Harvard Business Review 96 (4):114–23.
   Web of Science ®Google Scholar
• Winby, S., and S. A. Mohrman. 2018. Digital sociotechnical system design. The Journal of Applied Behavioral Science 54 (4):399–423. doi:10.1177/0021886318781581.
   Web of Science ®Google Scholar
• Wokurka, G., Y. Banschbach, D. Houlder, and R. Jolly. 2017. Digital culture: Why strategy and culture should eat breakfast together. In Shaping the digital enterprise, edited by G. Oswald and M. Kleinemeier, 109–20. Cham, Switzerland: Springer.
   Google Scholar
• Zarouali, B., E. Van den Broeck, M. Walrave, and K. Poels. 2018. Predicting consumer responses to a chatbot on Facebook. Cyberpsychology, Behavior, and Social Networking 21 (8):491–7. doi:10.1089/cyber.2017.0518.
   PubMed Web of Science ®Google Scholar