000163950 001__ 163950
000163950 005__ 20251113160752.0
000163950 0247_ $$2doi$$a10.1080/02642069.2025.2575165
000163950 0248_ $$2sideral$$a146105
000163950 037__ $$aART-2025-146105
000163950 041__ $$aeng
000163950 100__ $$aFarjas, Cristina$$uUniversidad de Zaragoza
000163950 245__ $$aCustomer experience and chatbots disruption: current landscape and research needs
000163950 260__ $$c2025
000163950 5203_ $$aCustomer experience (CX) has become a key differentiating factor for companies. In the context of the constant evolution of artificial intelligence, CX is undergoing accelerated transformation. In particular, the rise of chatbots adds complexity for firms in understanding CX. Despite the potential of chatbots to provide efficiency for companies and customers, some customers remain skeptical about interactions with chatbots. This underscores an urgent need to understand how chatbots can shape CX. To address this challenge, we conduct a systematic literature review to identify articles that empirically measure CX in the context of chatbots and mapping the current landscape. This is combined with an antecedents, decisions, outcomes framework and a theory, context, methodology model. Our findings identify seven key gaps through the combined use of both methodologies, from which we derive research questions that shape a comprehensive agenda for future studies. Finally, we detail the theoretical and practical implications associated with each of the seven identified gaps.
000163950 536__ $$9info:eu-repo/grantAgreement/ES/AEI/PID2023-148215NB-I00$$9info:eu-repo/grantAgreement/ES/AEI/PID2024-159398OA-I00$$9info:eu-repo/grantAgreement/ES/DGA/S54-23R-GENERES Group$$9info:eu-repo/grantAgreement/ES/MICINN/PID2020-114874GB-I00$$9info:eu-repo/grantAgreement/ES/MICINN/PID2020-118425RB-I00$$9info:eu-repo/grantAgreement/EUR/MICINN/TED2021-130861A-I00
000163950 540__ $$9info:eu-repo/semantics/closedAccess$$aAll rights reserved$$uhttp://www.europeana.eu/rights/rr-f/
000163950 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/publishedVersion
000163950 700__ $$0(orcid)0000-0001-8900-1701$$aHerrando, Carolina$$uUniversidad de Zaragoza
000163950 700__ $$0(orcid)0000-0002-2620-0639$$aMelero-Polo, Iguácel$$uUniversidad de Zaragoza
000163950 7102_ $$14011$$2095$$aUniversidad de Zaragoza$$bDpto. Direc.Mark.Inves.Mercad.$$cÁrea Comerci.Investig.Mercados
000163950 773__ $$g(2025), 1-34$$pServ. ind. j.$$tSERVICE INDUSTRIES JOURNAL$$x0264-2069
000163950 8564_ $$s1528256$$uhttps://zaguan.unizar.es/record/163950/files/texto_completo.pdf$$yVersión publicada
000163950 8564_ $$s913953$$uhttps://zaguan.unizar.es/record/163950/files/texto_completo.jpg?subformat=icon$$xicon$$yVersión publicada
000163950 909CO $$ooai:zaguan.unizar.es:163950$$particulos$$pdriver
000163950 951__ $$a2025-11-13-14:58:25
000163950 980__ $$aARTICLE