Search results

1 – 3 of 3
Per page
102050
Citations:
Loading...
Available. Content available
1854

Abstract

Details

International Journal of Commerce and Management, vol. 20 no. 2
Type: Research Article
ISSN: 1056-9219

Keywords

Available. Content available
6447

Abstract

Details

Development and Learning in Organizations: An International Journal, vol. 25 no. 2
Type: Research Article
ISSN: 1477-7282

Available. Open Access. Open Access
Article
Publication date: 3 June 2020

Salla Syvänen and Chiara Valentini

The purpose of this study is to review the extant literature on chatbots and stakeholder interactions to identify major trends and shed light on knowledge gaps.

5948

Abstract

Purpose

The purpose of this study is to review the extant literature on chatbots and stakeholder interactions to identify major trends and shed light on knowledge gaps.

Design/methodology/approach

A systematic literature review was conducted combining qualitative and quantitative approaches. A code book based on early systematic literature reviews was developed and used to extract information from 62 discrete peer-reviewed English articles. An inductive approach was used to analyse definitions of chatbots, topics, metrics, perspectives and implications.

Findings

Chatbots have been studied by many different disciplines, but not much from organizational, stakeholder and corporate communication perspectives. Existing studies focus on the technical developments of chatbots and chatbot language and conversations skills. Research has remained anchored at the micro-level understanding of the phenomenon, that is, the nature of chatbots, but has not yet taken into consideration the meso (organizational) or macro (societal) levels.

Research limitations/implications

This study focused only on academic peer-reviewed papers in English and excluded conference proceeding, books, book chapters and editorials that may have offered other important and relevant reflections. The limited number of studies in communication-related disciplines shows that corporate communication scholars could contribute more to the discussion of chatbot–stakeholder interactions.

Originality/value

This is the first research in the field of corporate communication that examines organizational chatbot–stakeholder interactions. Results of this review offer important information on chatbots' organizational capabilities and affordances, which, arguably, must be taken into consideration when stakeholder engagement strategies are set.

Details

Journal of Communication Management, vol. 24 no. 4
Type: Research Article
ISSN: 1363-254X

Keywords

1 – 3 of 3
Per page
102050