{"id":"https://openalex.org/W7225633804","doi":"https://doi.org/10.1108/ijhcqa-09-2025-0132","title":"Exploring user perceptions of customer-centricity in chatbot interactions: a multi-method study in the healthcare sector","display_name":"Exploring user perceptions of customer-centricity in chatbot interactions: a multi-method study in the healthcare sector","publication_year":2026,"publication_date":"2026-11-09","ids":{"openalex":"https://openalex.org/W7225633804","doi":"https://doi.org/10.1108/ijhcqa-09-2025-0132","pmid":"https://pubmed.ncbi.nlm.nih.gov/43002776"},"language":"en","primary_location":{"id":"doi:10.1108/ijhcqa-09-2025-0132","doi":"https://doi.org/10.1108/ijhcqa-09-2025-0132","is_oa":false,"landing_page_url":"https://doi.org/10.1108/ijhcqa-09-2025-0132","pdf_url":null,"source":{"id":"https://openalex.org/S12726761","display_name":"International Journal of Health Care Quality Assurance","issn_l":"0952-6862","issn":["0952-6862","1758-6542"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","anvur-scientific","cwts-core","dongbi-c","erih-plus","jufo-1","ki-jl-1","medline","norway-1","poland-70","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Health Care Quality Assurance","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref","pubmed"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5101521847","display_name":"Neha Singh","orcid":"https://orcid.org/0000-0002-9119-0334","observed_orcids":["https://orcid.org/0000-0002-9119-0334"]},"institutions":[{"id":"https://openalex.org/I885392262","display_name":"GITAM University","ror":"https://ror.org/0440p1d37","country_code":"IN","type":"education","lineage":["https://openalex.org/I885392262"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Neha Singh","raw_affiliation_strings":["GITAM School of Business, GITAM (Deemed to be University) , ,"],"raw_orcid":"https://orcid.org/0000-0002-9119-0334","affiliations":[{"raw_affiliation_string":"GITAM School of Business, GITAM (Deemed to be University) , ,","institution_ids":["https://openalex.org/I885392262"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5059881335","display_name":"Rashmi Ranjan Panigrahi","orcid":"https://orcid.org/0000-0002-2199-293X","observed_orcids":["https://orcid.org/0000-0002-2199-293X"]},"institutions":[{"id":"https://openalex.org/I4210137468","display_name":"XIM University","ror":"https://ror.org/04hx99g79","country_code":"IN","type":"education","lineage":["https://openalex.org/I4210137468"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Rashmi Ranjan Panigrahi","raw_affiliation_strings":["School of Commerce, XIM University Department of Research and Development, , ,"],"raw_orcid":"https://orcid.org/0000-0002-2199-293X","affiliations":[{"raw_affiliation_string":"School of Commerce, XIM University Department of Research and Development, , ,","institution_ids":["https://openalex.org/I4210137468"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5103176071","display_name":"Ruchi Gupta","orcid":"https://orcid.org/0000-0003-3504-7856","observed_orcids":["https://orcid.org/0000-0003-3504-7856"]},"institutions":[{"id":"https://openalex.org/I168893459","display_name":"University of Allahabad","ror":"https://ror.org/03vrx7m55","country_code":"IN","type":"education","lineage":["https://openalex.org/I168893459"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Ruchi Gupta","raw_affiliation_strings":["Iswar Saran Degree College, University of Allahabad , ,"],"raw_orcid":"https://orcid.org/0000-0003-3504-7856","affiliations":[{"raw_affiliation_string":"Iswar Saran Degree College, University of Allahabad , ,","institution_ids":["https://openalex.org/I168893459"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5161336170","display_name":"K.V.V.Murali Someswara Rao","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"K.V.V.Murali Someswara Rao","raw_affiliation_strings":["Gayatri Vidya Parishad Institute of Higher Learning and Research , ,"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Gayatri Vidya Parishad Institute of Higher Learning and Research , ,","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"1","last_page":"19"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14416","display_name":"Health, Technology, Consumer Behavior","score":0.0006000000284984708,"subfield":{"id":"https://openalex.org/subfields/3605","display_name":"Health Information Management"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.00039999998989515007,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/chatbots","display_name":"chatbots","score":0.8840000033378601},{"id":"https://openalex.org/keywords/customer-centricity","display_name":"customer-centricity","score":0.9990000128746033},{"id":"https://openalex.org/keywords/user-perception","display_name":"user perception","score":0.824999988079071},{"id":"https://openalex.org/keywords/health-services","display_name":"health services","score":0.6940000057220459},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9549999833106995},{"id":"https://openalex.org/keywords/digital-empathy","display_name":"digital empathy","score":0.9900000095367432},{"id":"https://openalex.org/keywords/trust","display_name":"trust","score":0.8849999904632568},{"id":"https://openalex.org/keywords/anthropomorphism","display_name":"anthropomorphism","score":0.9919999837875366},{"id":"https://openalex.org/keywords/perceived-usefulness","display_name":"perceived usefulness","score":0.984000027179718},{"id":"https://openalex.org/keywords/perceived-ease-of-use","display_name":"perceived ease of use","score":0.9649999737739563},{"id":"https://openalex.org/keywords/perceived-control","display_name":"perceived control","score":0.9139999747276306},{"id":"https://openalex.org/keywords/ai-mediated-interaction","display_name":"AI-mediated interaction","score":0.6309999823570251}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.9399999976158142},{"id":"https://openalex.org/C85973986","wikidata":"https://www.wikidata.org/wiki/Q1091731","display_name":"Exploratory research","level":2,"score":0.579200029373169},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.5690000057220459},{"id":"https://openalex.org/C160735492","wikidata":"https://www.wikidata.org/wiki/Q31207","display_name":"Health care","level":2,"score":0.5519999861717224},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5223000049591064},{"id":"https://openalex.org/C170130773","wikidata":"https://www.wikidata.org/wiki/Q216378","display_name":"Usability","level":2,"score":0.44830000400543213},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.41200000047683716},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.41190001368522644},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.4092000126838684},{"id":"https://openalex.org/C201025465","wikidata":"https://www.wikidata.org/wiki/Q11248500","display_name":"User experience design","level":2,"score":0.3716000020503998},{"id":"https://openalex.org/C2775944032","wikidata":"https://www.wikidata.org/wiki/Q22907659","display_name":"Patient satisfaction","level":2,"score":0.3619000017642975},{"id":"https://openalex.org/C2775924081","wikidata":"https://www.wikidata.org/wiki/Q55608371","display_name":"Control (management)","level":2,"score":0.35929998755455017},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.33239999413490295},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.31859999895095825},{"id":"https://openalex.org/C3018279614","wikidata":"https://www.wikidata.org/wiki/Q31207","display_name":"Healthcare service","level":3,"score":0.3172999918460846},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3149000108242035},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.31459999084472656},{"id":"https://openalex.org/C156325361","wikidata":"https://www.wikidata.org/wiki/Q1152864","display_name":"Grounded theory","level":3,"score":0.3068000078201294},{"id":"https://openalex.org/C202645933","wikidata":"https://www.wikidata.org/wiki/Q4930","display_name":"eHealth","level":3,"score":0.29499998688697815},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.29490000009536743},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.28999999165534973},{"id":"https://openalex.org/C2985250679","wikidata":"https://www.wikidata.org/wiki/Q984142","display_name":"Customer experience","level":2,"score":0.28949999809265137},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.28690001368522644},{"id":"https://openalex.org/C2777896191","wikidata":"https://www.wikidata.org/wiki/Q22907655","display_name":"Patient experience","level":3,"score":0.28439998626708984},{"id":"https://openalex.org/C2780433410","wikidata":"https://www.wikidata.org/wiki/Q5276090","display_name":"Digital health","level":3,"score":0.28189998865127563},{"id":"https://openalex.org/C2776185967","wikidata":"https://www.wikidata.org/wiki/Q112945","display_name":"Technology acceptance model","level":3,"score":0.2750000059604645},{"id":"https://openalex.org/C89785696","wikidata":"https://www.wikidata.org/wiki/Q2290753","display_name":"Theory of planned behavior","level":3,"score":0.27399998903274536},{"id":"https://openalex.org/C145642194","wikidata":"https://www.wikidata.org/wiki/Q870895","display_name":"Health informatics","level":3,"score":0.2669999897480011},{"id":"https://openalex.org/C159110408","wikidata":"https://www.wikidata.org/wiki/Q121176","display_name":"Nursing","level":1,"score":0.26019999384880066},{"id":"https://openalex.org/C65067816","wikidata":"https://www.wikidata.org/wiki/Q2295139","display_name":"Computer-assisted web interviewing","level":2,"score":0.2524999976158142}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1108/ijhcqa-09-2025-0132","doi":"https://doi.org/10.1108/ijhcqa-09-2025-0132","is_oa":false,"landing_page_url":"https://doi.org/10.1108/ijhcqa-09-2025-0132","pdf_url":null,"source":{"id":"https://openalex.org/S12726761","display_name":"International Journal of Health Care Quality Assurance","issn_l":"0952-6862","issn":["0952-6862","1758-6542"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","anvur-scientific","cwts-core","dongbi-c","erih-plus","jufo-1","ki-jl-1","medline","norway-1","poland-70","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Health Care Quality Assurance","raw_type":"journal-article"},{"id":"pmid:43002776","doi":null,"is_oa":false,"landing_page_url":"https://pubmed.ncbi.nlm.nih.gov/43002776","pdf_url":null,"source":{"id":"https://openalex.org/S4306525036","display_name":"PubMed","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1299303238","host_organization_name":"National Institutes of Health","host_organization_lineage":["https://openalex.org/I1299303238"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International journal of health care quality assurance","raw_type":"Journal Article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/3","display_name":"Good health and well-being","score":0.8371999859809875}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":46,"referenced_works":["https://openalex.org/W1859769006","https://openalex.org/W1981504995","https://openalex.org/W2005935580","https://openalex.org/W2021916691","https://openalex.org/W2128248053","https://openalex.org/W2129660502","https://openalex.org/W2492554153","https://openalex.org/W2561053143","https://openalex.org/W2624511936","https://openalex.org/W2784361345","https://openalex.org/W2786141192","https://openalex.org/W2791981910","https://openalex.org/W2795037203","https://openalex.org/W2843010082","https://openalex.org/W2962458959","https://openalex.org/W2968752545","https://openalex.org/W2979906316","https://openalex.org/W2992557534","https://openalex.org/W3012220842","https://openalex.org/W3028484854","https://openalex.org/W3036010493","https://openalex.org/W3117628187","https://openalex.org/W3124148517","https://openalex.org/W3155300077","https://openalex.org/W4234699705","https://openalex.org/W4282963908","https://openalex.org/W4293162373","https://openalex.org/W4321495698","https://openalex.org/W4376149800","https://openalex.org/W4382876975","https://openalex.org/W4383824240","https://openalex.org/W4388488529","https://openalex.org/W4388634415","https://openalex.org/W4391796277","https://openalex.org/W4394686921","https://openalex.org/W4403283460","https://openalex.org/W4403363241","https://openalex.org/W4407749544","https://openalex.org/W4407914395","https://openalex.org/W4408254110","https://openalex.org/W4408257118","https://openalex.org/W4408406532","https://openalex.org/W4409347981","https://openalex.org/W4410128356","https://openalex.org/W4410317134","https://openalex.org/W4415823889"],"related_works":["https://openalex.org/W7111937063","https://openalex.org/W7002249476","https://openalex.org/W6987719887","https://openalex.org/W3012251844","https://openalex.org/W4416542561","https://openalex.org/W4416059944","https://openalex.org/W4410918805","https://openalex.org/W4408257118","https://openalex.org/W4408204796","https://openalex.org/W7148630711"],"abstract_inverted_index":{"PURPOSE:":[0],"The":[1,60,87,114,130],"advent":[2],"and":[3,13,78,93,109,124,147],"integration":[4],"of":[5,39,55,112,136,144],"technology":[6],"have":[7],"reshaped":[8],"the":[9,17,21,36,52,64,134],"interaction":[10],"between":[11],"customers":[12],"service":[14,30],"providers":[15,119],"across":[16],"customer":[18,94],"journey.":[19],"In":[20],"healthcare":[22,65,118,138],"sector,":[23],"chatbots":[24],"are":[25,96],"increasingly":[26],"being":[27],"adopted":[28],"by":[29,98,140],"providers.":[31],"Despite":[32],"their":[33,47,148],"growing":[34],"usage,":[35],"perceived":[37,91,105,107,110],"effectiveness":[38],"these":[40],"tools":[41],"depends":[42],"on":[43,63,151],"how":[44],"users":[45],"evaluate":[46],"customer-centricity.":[48,152],"This":[49],"paper":[50],"investigates":[51],"user":[53],"perceptions":[54],"customer-centricity":[56,92],"in":[57,120],"chatbot":[58,127,145],"interactions.":[59],"study":[61,131],"focuses":[62],"sector.":[66],"DESIGN/METHODOLOGY/APPROACH:":[67],"An":[68],"exploratory":[69],"sequential":[70],"multi-method":[71],"approach":[72],"was":[73],"adopted,":[74],"combining":[75],"Grounded":[76],"Theory":[77],"Total":[79],"Interpretive":[80],"Structural":[81],"Modelling":[82],"for":[83],"this":[84],"study.":[85],"FINDINGS:":[86],"findings":[88,115],"identify":[89],"that":[90],"satisfaction":[95],"driven":[97],"factors":[99],"like":[100],"digital":[101],"empathy,":[102],"trust,":[103],"anthropomorphism,":[104],"usefulness,":[106],"control":[108],"ease":[111],"use.":[113],"will":[116],"help":[117],"designing":[121],"more":[122],"human-centric":[123],"emotionally":[125],"intelligent":[126],"systems.":[128],"ORIGINALITY/VALUE:":[129],"contributes":[132],"to":[133],"understanding":[135],"AI-mediated":[137],"interactions":[139],"highlighting":[141],"different":[142],"aspects":[143],"experiences":[146],"structural":[149],"influence":[150]},"counts_by_year":[],"updated_date":"2026-11-11T12:16:26.678958","created_date":"2026-11-10T00:00:00"}