{"id":"https://openalex.org/W4391934812","doi":"https://doi.org/10.1080/07421222.2023.2301175","title":"Taking the Chat out of Chatbot? Collecting User Reviews with Chatbots and Web Forms","display_name":"Taking the Chat out of Chatbot? Collecting User Reviews with Chatbots and Web Forms","publication_year":2024,"publication_date":"2024-01-02","ids":{"openalex":"https://openalex.org/W4391934812","doi":"https://doi.org/10.1080/07421222.2023.2301175"},"language":"en","primary_location":{"id":"doi:10.1080/07421222.2023.2301175","is_oa":false,"landing_page_url":"https://doi.org/10.1080/07421222.2023.2301175","pdf_url":null,"source":{"id":"https://openalex.org/S9954729","display_name":"Journal of Management Information Systems","issn_l":"0742-1222","issn":["0742-1222","1557-928X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Management Information Systems","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"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/A5067071536","display_name":"Agrim Sachdeva","orcid":"https://orcid.org/0000-0002-0843-5899"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Agrim Sachdeva","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0002-0843-5899","affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5003300359","display_name":"Antino Kim","orcid":"https://orcid.org/0000-0002-2886-0892"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Antino Kim","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0002-2886-0892","affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5073216478","display_name":"Alan R. Dennis","orcid":"https://orcid.org/0000-0002-6439-6134"},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Alan R. Dennis","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0002-6439-6134","affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5073216478"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":19.5363,"has_fulltext":false,"cited_by_count":23,"citation_normalized_percentile":{"value":0.99359917,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":97,"max":100},"biblio":{"volume":"41","issue":"1","first_page":"146","last_page":"177"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9987999796867371,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9987999796867371,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9980999827384949,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.9951000213623047,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/chatbot","display_name":"Chatbot","score":0.9379526376724243},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.6503850221633911},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6430274248123169}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.9379526376724243},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.6503850221633911},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6430274248123169}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1080/07421222.2023.2301175","is_oa":false,"landing_page_url":"https://doi.org/10.1080/07421222.2023.2301175","pdf_url":null,"source":{"id":"https://openalex.org/S9954729","display_name":"Journal of Management Information Systems","issn_l":"0742-1222","issn":["0742-1222","1557-928X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Management Information Systems","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":103,"referenced_works":["https://openalex.org/W52337983","https://openalex.org/W86520018","https://openalex.org/W1480197836","https://openalex.org/W1499788016","https://openalex.org/W1515810707","https://openalex.org/W1574235309","https://openalex.org/W1837033543","https://openalex.org/W1972677436","https://openalex.org/W1980446154","https://openalex.org/W1980952606","https://openalex.org/W1985354288","https://openalex.org/W1987198869","https://openalex.org/W1991015565","https://openalex.org/W1993607151","https://openalex.org/W2001587475","https://openalex.org/W2002623743","https://openalex.org/W2025621867","https://openalex.org/W2048587526","https://openalex.org/W2082563689","https://openalex.org/W2085757470","https://openalex.org/W2086537466","https://openalex.org/W2086830439","https://openalex.org/W2093703872","https://openalex.org/W2103950387","https://openalex.org/W2126589862","https://openalex.org/W2134460304","https://openalex.org/W2135711708","https://openalex.org/W2135797260","https://openalex.org/W2160409620","https://openalex.org/W2162061662","https://openalex.org/W2163091553","https://openalex.org/W2177636011","https://openalex.org/W2296638537","https://openalex.org/W2337099890","https://openalex.org/W2476165907","https://openalex.org/W2496777941","https://openalex.org/W2508661491","https://openalex.org/W2513205909","https://openalex.org/W2519877455","https://openalex.org/W2530539196","https://openalex.org/W2531522074","https://openalex.org/W2549624130","https://openalex.org/W2554367394","https://openalex.org/W2559703655","https://openalex.org/W2559958334","https://openalex.org/W2587205267","https://openalex.org/W2589484812","https://openalex.org/W2609010594","https://openalex.org/W2611049140","https://openalex.org/W2726474813","https://openalex.org/W2783929168","https://openalex.org/W2795037203","https://openalex.org/W2803549048","https://openalex.org/W2912891145","https://openalex.org/W2914277106","https://openalex.org/W2923240515","https://openalex.org/W2952018767","https://openalex.org/W2952777492","https://openalex.org/W2960616218","https://openalex.org/W2963270767","https://openalex.org/W2964432611","https://openalex.org/W2967024383","https://openalex.org/W2972850605","https://openalex.org/W2977861455","https://openalex.org/W2980117445","https://openalex.org/W2983995213","https://openalex.org/W2985937381","https://openalex.org/W2996495039","https://openalex.org/W3003721106","https://openalex.org/W3004689019","https://openalex.org/W3014479273","https://openalex.org/W3040564084","https://openalex.org/W3122657203","https://openalex.org/W3122724846","https://openalex.org/W3123169149","https://openalex.org/W3123223435","https://openalex.org/W3124681055","https://openalex.org/W3124686198","https://openalex.org/W3124786745","https://openalex.org/W3124946654","https://openalex.org/W3125189097","https://openalex.org/W3141440360","https://openalex.org/W3141714916","https://openalex.org/W3164564970","https://openalex.org/W3211511124","https://openalex.org/W4205201623","https://openalex.org/W4205951075","https://openalex.org/W4206671652","https://openalex.org/W4212955756","https://openalex.org/W4223456034","https://openalex.org/W4234937597","https://openalex.org/W4254114958","https://openalex.org/W4285701406","https://openalex.org/W4288080268","https://openalex.org/W4312381072","https://openalex.org/W4317437684","https://openalex.org/W4362009310","https://openalex.org/W4381052613","https://openalex.org/W4386087660","https://openalex.org/W6602430550","https://openalex.org/W6683034941","https://openalex.org/W6765927240","https://openalex.org/W7034977397"],"related_works":["https://openalex.org/W2748952813","https://openalex.org/W4383501580","https://openalex.org/W4214931137","https://openalex.org/W4387007686","https://openalex.org/W4313813117","https://openalex.org/W4382052417","https://openalex.org/W3192088754","https://openalex.org/W3084631705","https://openalex.org/W3176146353","https://openalex.org/W4293646425"],"abstract_inverted_index":{"Firms":[0],"are":[1],"beginning":[2],"to":[3,6,24,55,95,127,143,205],"use":[4],"chatbots":[5,30,54,60,158],"collect":[7],"information":[8],"from":[9,140],"users":[10,190,204],"(e.g.,":[11],"online":[12],"reviews),":[13],"a":[14,113,128,144],"task":[15],"traditionally":[16],"done":[17],"through":[18],"forms.":[19],"We":[20],"used":[21],"two":[22],"experiments":[23],"investigate":[25],"how":[26],"collecting":[27],"reviews":[28,47,119],"using":[29],"in":[31,40,83,123,149],"place":[32],"of":[33,45,134],"forms":[34],"might":[35],"impact":[36,101],"user":[37],"experience":[38],"and,":[39],"turn,":[41],"alter":[42],"the":[43,46,77,108,131,135,138,172,178,185],"nature":[44],"submitted":[48],"by":[49],"users.":[50],"Study":[51,150],"1":[52],"compares":[53],"web":[56],"forms,":[57],"finding":[58],"that":[59,184,198],"may":[61,169],"improve":[62],"perceived":[63],"efficiency":[64],"but":[65],"otherwise":[66],"have":[67],"no":[68],"discernible":[69],"effect":[70],"on":[71],"satisfaction":[72,102,164],"and":[73,103,120,165,187,202],"usage":[74,81,104,166],"intention.":[75],"At":[76],"same":[78],"time,":[79],"chatbot":[80,96,115,129,186],"results":[82],"shorter,":[84],"lower-quality":[85],"reviews.":[86,215],"While":[87],"structured":[88,114,155],"templates":[89],"enhance":[90],"form-based":[91],"reviews,":[92],"introducing":[93],"structure":[94,126,188],"interactions":[97],"does":[98],"not":[99,170],"positively":[100],"intent,":[105,167],"potentially":[106],"making":[107],"process":[109],"less":[110],"efficient.":[111],"Nonetheless,":[112],"approach":[116,156],"yields":[117],"longer":[118],"mitigates":[121],"declines":[122],"quality.":[124],"Adding":[125],"takes":[130],"chat":[132],"out":[133],"chatbot,":[136],"turning":[137],"interaction":[139],"casual":[141],"conversation":[142],"formal":[145],"process,":[146],"as":[147,212],"demonstrated":[148],"2.":[151],"Hence,":[152],"while":[153],"this":[154],"for":[157,176],"improves":[159],"review":[160],"quality":[161],"without":[162],"harming":[163],"it":[168],"be":[171],"most":[173],"effective":[174],"method":[175],"enhancing":[177],"reviewer":[179],"experience.":[180],"Our":[181],"research":[182],"shows":[183],"pulled":[189],"towards":[191],"contradicting":[192],"genre":[193],"rules":[194],"(the":[195],"social":[196],"structures":[197],"guide":[199],"technology":[200],"use)":[201],"triggered":[203],"subconsciously":[206],"enact":[207],"distinctly":[208],"different":[209],"thought":[210],"patterns":[211],"they":[213],"composed":[214]},"counts_by_year":[{"year":2026,"cited_by_count":9},{"year":2025,"cited_by_count":10},{"year":2024,"cited_by_count":4}],"updated_date":"2026-07-18T07:39:51.176621","created_date":"2025-10-10T00:00:00"}