{"id":"https://openalex.org/W4206061172","doi":"https://doi.org/10.3390/jtaer17010011","title":"The Impact of Chatbots on Customer Loyalty: A Systematic Literature Review","display_name":"The Impact of Chatbots on Customer Loyalty: A Systematic Literature Review","publication_year":2022,"publication_date":"2022-01-21","ids":{"openalex":"https://openalex.org/W4206061172","doi":"https://doi.org/10.3390/jtaer17010011"},"language":"en","primary_location":{"id":"doi:10.3390/jtaer17010011","is_oa":true,"landing_page_url":"https://doi.org/10.3390/jtaer17010011","pdf_url":"https://www.mdpi.com/0718-1876/17/1/11/pdf?version=1642761229","source":{"id":"https://openalex.org/S27967161","display_name":"Journal of theoretical and applied electronic commerce research","issn_l":"0718-1876","issn":["0718-1876"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Theoretical and Applied Electronic Commerce Research","raw_type":"journal-article"},"type":"review","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://www.mdpi.com/0718-1876/17/1/11/pdf?version=1642761229","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5074561395","display_name":"Liss Jenneboer","orcid":"https://orcid.org/0000-0002-5102-3451"},"institutions":[{"id":"https://openalex.org/I94624287","display_name":"University of Twente","ror":"https://ror.org/006hf6230","country_code":"NL","type":"education","lineage":["https://openalex.org/I94624287"]}],"countries":["NL"],"is_corresponding":true,"raw_author_name":"Liss Jenneboer","raw_affiliation_strings":["Department of Communication Science, University of Twente, 7522NH Enschede, The Netherlands"],"raw_orcid":"https://orcid.org/0000-0002-5102-3451","affiliations":[{"raw_affiliation_string":"Department of Communication Science, University of Twente, 7522NH Enschede, The Netherlands","institution_ids":["https://openalex.org/I94624287"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5032192058","display_name":"Carolina Herrando","orcid":"https://orcid.org/0000-0002-2653-2473"},"institutions":[{"id":"https://openalex.org/I255234318","display_name":"Universidad de Zaragoza","ror":"https://ror.org/012a91z28","country_code":"ES","type":"education","lineage":["https://openalex.org/I255234318"]}],"countries":["ES"],"is_corresponding":false,"raw_author_name":"Carolina Herrando","raw_affiliation_strings":["Department of Marketing, University of Zaragoza, 50009 Zaragoza, Spain"],"raw_orcid":"https://orcid.org/0000-0002-2653-2473","affiliations":[{"raw_affiliation_string":"Department of Marketing, University of Zaragoza, 50009 Zaragoza, Spain","institution_ids":["https://openalex.org/I255234318"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5030245935","display_name":"Efthymios Constantinides","orcid":"https://orcid.org/0000-0002-9396-7071"},"institutions":[{"id":"https://openalex.org/I94624287","display_name":"University of Twente","ror":"https://ror.org/006hf6230","country_code":"NL","type":"education","lineage":["https://openalex.org/I94624287"]}],"countries":["NL"],"is_corresponding":false,"raw_author_name":"Efthymios Constantinides","raw_affiliation_strings":["Department High-Tech Business and Entrepreneurship, University of Twente, 7522NH Enschede, The Netherlands"],"raw_orcid":"https://orcid.org/0000-0002-9396-7071","affiliations":[{"raw_affiliation_string":"Department High-Tech Business and Entrepreneurship, University of Twente, 7522NH Enschede, The Netherlands","institution_ids":["https://openalex.org/I94624287"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5074561395"],"corresponding_institution_ids":["https://openalex.org/I94624287"],"apc_list":{"value":1000,"currency":"CHF","value_usd":1114},"apc_paid":{"value":1000,"currency":"CHF","value_usd":1114},"fwci":6.9038,"has_fulltext":true,"cited_by_count":236,"citation_normalized_percentile":{"value":0.97247706,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":99,"max":100},"biblio":{"volume":"17","issue":"1","first_page":"212","last_page":"229"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9983999729156494,"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"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9983999729156494,"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/T10609","display_name":"Digital Marketing and Social Media","score":0.9937000274658203,"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/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9936000108718872,"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/chatbot","display_name":"Chatbot","score":0.8857581615447998},{"id":"https://openalex.org/keywords/personalization","display_name":"Personalization","score":0.6371963620185852},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.6168190836906433},{"id":"https://openalex.org/keywords/loyalty-business-model","display_name":"Loyalty business model","score":0.6015172004699707},{"id":"https://openalex.org/keywords/loyalty","display_name":"Loyalty","score":0.5731875896453857},{"id":"https://openalex.org/keywords/customer-delight","display_name":"Customer delight","score":0.548839271068573},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.5386033058166504},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.535496711730957},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.5150682330131531},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.5149993896484375},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.5139641165733337},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.4729433059692383},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.4549327790737152},{"id":"https://openalex.org/keywords/customer-to-customer","display_name":"Customer to customer","score":0.4354569613933563},{"id":"https://openalex.org/keywords/customer-intelligence","display_name":"Customer intelligence","score":0.4235136806964874},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.3782607913017273},{"id":"https://openalex.org/keywords/advertising","display_name":"Advertising","score":0.37175071239471436},{"id":"https://openalex.org/keywords/internet-privacy","display_name":"Internet privacy","score":0.32285594940185547},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.2801399827003479}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.8857581615447998},{"id":"https://openalex.org/C183003079","wikidata":"https://www.wikidata.org/wiki/Q1000371","display_name":"Personalization","level":2,"score":0.6371963620185852},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6168190836906433},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.6015172004699707},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.5731875896453857},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.548839271068573},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5386033058166504},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.535496711730957},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5150682330131531},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.5149993896484375},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5139641165733337},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4729433059692383},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4549327790737152},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.4354569613933563},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.4235136806964874},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3782607913017273},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.37175071239471436},{"id":"https://openalex.org/C108827166","wikidata":"https://www.wikidata.org/wiki/Q175975","display_name":"Internet privacy","level":1,"score":0.32285594940185547},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.2801399827003479},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":4,"locations":[{"id":"doi:10.3390/jtaer17010011","is_oa":true,"landing_page_url":"https://doi.org/10.3390/jtaer17010011","pdf_url":"https://www.mdpi.com/0718-1876/17/1/11/pdf?version=1642761229","source":{"id":"https://openalex.org/S27967161","display_name":"Journal of theoretical and applied electronic commerce research","issn_l":"0718-1876","issn":["0718-1876"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Theoretical and Applied Electronic Commerce Research","raw_type":"journal-article"},{"id":"pmh:oai:ris.utwente.nl:openaire/185f45c5-f65a-467b-9e6d-cf5b346b8bde","is_oa":true,"landing_page_url":"https://research.utwente.nl/en/publications/185f45c5-f65a-467b-9e6d-cf5b346b8bde","pdf_url":null,"source":{"id":"https://openalex.org/S4406922991","display_name":"University of Twente Research Information","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Jenneboer, L, Herrando, C & Constantinides, E 2022, 'The Impact of Chatbots on Customer Loyalty : A Systematic Literature Review', Journal of theoretical and applied electronic commerce research, vol. 17, no. 1, pp. 212-229. https://doi.org/10.3390/jtaer17010011","raw_type":"info:eu-repo/semantics/review"},{"id":"pmh:oai:doaj.org/article:e8b7522a639849f3a789de1134c0c0de","is_oa":false,"landing_page_url":"https://doaj.org/article/e8b7522a639849f3a789de1134c0c0de","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Journal of Theoretical and Applied Electronic Commerce Research, Vol 17, Iss 1, Pp 212-229 (2022)","raw_type":"article"},{"id":"pmh:oai:mdpi.com:/0718-1876/17/1/11/","is_oa":true,"landing_page_url":"https://dx.doi.org/10.3390/jtaer17010011","pdf_url":null,"source":{"id":"https://openalex.org/S4306400947","display_name":"MDPI (MDPI AG)","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I4210097602","host_organization_name":"Multidisciplinary Digital Publishing Institute (Switzerland)","host_organization_lineage":["https://openalex.org/I4210097602"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Journal of Theoretical and Applied Electronic Commerce Research; Volume 17; Issue 1; Pages: 212-229","raw_type":"Text"}],"best_oa_location":{"id":"doi:10.3390/jtaer17010011","is_oa":true,"landing_page_url":"https://doi.org/10.3390/jtaer17010011","pdf_url":"https://www.mdpi.com/0718-1876/17/1/11/pdf?version=1642761229","source":{"id":"https://openalex.org/S27967161","display_name":"Journal of theoretical and applied electronic commerce research","issn_l":"0718-1876","issn":["0718-1876"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Theoretical and Applied Electronic Commerce Research","raw_type":"journal-article"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4206061172.pdf","grobid_xml":"https://content.openalex.org/works/W4206061172.grobid-xml"},"referenced_works_count":72,"referenced_works":["https://openalex.org/W159800200","https://openalex.org/W1990533598","https://openalex.org/W1996137064","https://openalex.org/W1997223225","https://openalex.org/W1997981273","https://openalex.org/W2045531782","https://openalex.org/W2057012437","https://openalex.org/W2073446500","https://openalex.org/W2081939572","https://openalex.org/W2098154817","https://openalex.org/W2121054716","https://openalex.org/W2123900542","https://openalex.org/W2207884471","https://openalex.org/W2295111698","https://openalex.org/W2318169379","https://openalex.org/W2398044208","https://openalex.org/W2422895071","https://openalex.org/W2551851611","https://openalex.org/W2611049140","https://openalex.org/W2746575006","https://openalex.org/W2766505384","https://openalex.org/W2783089003","https://openalex.org/W2795037203","https://openalex.org/W2892207490","https://openalex.org/W2893302768","https://openalex.org/W2899762812","https://openalex.org/W2900107703","https://openalex.org/W2906833531","https://openalex.org/W2912521856","https://openalex.org/W2914188784","https://openalex.org/W2922078398","https://openalex.org/W2941128398","https://openalex.org/W2947017203","https://openalex.org/W2956168603","https://openalex.org/W2967024383","https://openalex.org/W2969346665","https://openalex.org/W2970416896","https://openalex.org/W2974124990","https://openalex.org/W2983023789","https://openalex.org/W2997914898","https://openalex.org/W2999867541","https://openalex.org/W3000303345","https://openalex.org/W3013003011","https://openalex.org/W3023956633","https://openalex.org/W3027672271","https://openalex.org/W3036081459","https://openalex.org/W3040901163","https://openalex.org/W3044483028","https://openalex.org/W3045572369","https://openalex.org/W3088726658","https://openalex.org/W3089145860","https://openalex.org/W3089288061","https://openalex.org/W3092491160","https://openalex.org/W3112307605","https://openalex.org/W3122025966","https://openalex.org/W3124901404","https://openalex.org/W3127392204","https://openalex.org/W3127878709","https://openalex.org/W3128566440","https://openalex.org/W3134571517","https://openalex.org/W3136871948","https://openalex.org/W3153816950","https://openalex.org/W3184313572","https://openalex.org/W3186148008","https://openalex.org/W3194963062","https://openalex.org/W4244946789","https://openalex.org/W4251955157","https://openalex.org/W6606533500","https://openalex.org/W6661913963","https://openalex.org/W6678073764","https://openalex.org/W6712391099","https://openalex.org/W6784528292"],"related_works":["https://openalex.org/W2124748206","https://openalex.org/W1561149111","https://openalex.org/W3017474797","https://openalex.org/W2393045695","https://openalex.org/W2909201563","https://openalex.org/W2483231811","https://openalex.org/W3181385643","https://openalex.org/W577112707","https://openalex.org/W2590792952","https://openalex.org/W3159072494"],"abstract_inverted_index":{"More":[0],"and":[1,27,30,38,44,62,97,119],"more":[2,83],"companies":[3,85],"have":[4],"implemented":[5],"chatbots":[6,54,92,118],"on":[7,16,55],"their":[8,14],"websites":[9],"to":[10,13,24,33,73,94,102],"provide":[11],"support":[12],"visitors":[15],"a":[17,35,69,75,81,115],"24/7":[18],"basis.":[19],"The":[20,108],"new":[21],"customer":[22,56,77,120],"wants":[23],"spend":[25],"less":[26,28],"time":[29],"therefore":[31],"expects":[32],"reach":[34],"company":[36],"anytime":[37],"anywhere,":[39],"regardless":[40],"of":[41,53,105,110,134,137],"time,":[42],"location,":[43],"channel.":[45],"This":[46],"study":[47,112,139],"provides":[48],"insight":[49],"into":[50],"the":[51,88,106,130],"influence":[52],"loyalty.":[57],"System":[58],"quality,":[59,61],"service":[60],"information":[63],"quality":[64],"are":[65,140],"crucial":[66],"dimensions":[67],"that":[68,114],"chatbot":[70,82],"must":[71],"meet":[72],"give":[74],"good":[76],"experience.":[78],"To":[79],"make":[80],"personal,":[84],"can":[86],"alter":[87],"language":[89],"style.":[90],"Human-like":[91],"lead":[93],"greater":[95,103],"satisfaction":[96],"trust":[98],"among":[99],"customers,":[100],"leading":[101],"adoption":[104],"chatbot.":[107],"results":[109],"this":[111,138],"showed":[113],"connection":[116],"between":[117],"loyalty":[121],"is":[122],"very":[123],"likely.":[124],"Besides,":[125],"some":[126],"customers":[127],"suffer":[128],"from":[129],"privacy":[131],"paradox":[132],"because":[133],"personalization.":[135],"Implications":[136],"discussed.":[141]},"counts_by_year":[{"year":2026,"cited_by_count":30},{"year":2025,"cited_by_count":65},{"year":2024,"cited_by_count":78},{"year":2023,"cited_by_count":45},{"year":2022,"cited_by_count":18}],"updated_date":"2026-08-01T09:00:35.917206","created_date":"2025-10-10T00:00:00"}
