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Chatbot for SMEs: Integrating customer and business owner perspectives

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  • Selamat, Moch Akbar
  • Windasari, Nila Armelia

Abstract

Chatbots have been widely adopted to create more positive customer experiences as customers now spend more time in digital environments. Despite the technological advancement and benefits of chatbots for customer service, research on chatbot applications for Small and medium-sized enterprises (SMEs) is limited. The absence of research explaining the struggles faced by SMEs contributes to the gap of SMEs' chatbot adoption. This research determines the features and elements that fit with SMEs’ characteristics and their customers with chatbots.

Suggested Citation

  • Selamat, Moch Akbar & Windasari, Nila Armelia, 2021. "Chatbot for SMEs: Integrating customer and business owner perspectives," Technology in Society, Elsevier, vol. 66(C).
    • Handle: RePEc:eee:teinso:v:66:y:2021:i:c:s0160791x21001603
    DOI: 10.1016/j.techsoc.2021.101685
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    References listed on IDEAS

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    2. De Cicco, Roberta & Iacobucci, Serena & Cannito, Loreta & Onesti, Gianni & Ceccato, Irene & Palumbo, Riccardo, 2024. "Virtual vs. human influencer: Effects on users’ perceptions and brand outcomes," Technology in Society, Elsevier, vol. 77(C).
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    4. Tuğba Koç & Fatih Çevik, 2022. "Building Trust in E-Commerce: A Practical Trust Guide for Evaluation," Alphanumeric Journal, Bahadir Fatih Yildirim, vol. 10(2), pages 167-184, December.
    5. Alfonso Pellegrino & Masato Abe, 2023. "Leveraging Social Media for SMEs: Findings from a Bibliometric Review," Sustainability, MDPI, vol. 15(8), pages 1-15, April.
    6. Niu, Ben & Mvondo, Gustave Florentin Nkoulou, 2024. "I Am ChatGPT, the ultimate AI Chatbot! Investigating the determinants of users' loyalty and ethical usage concerns of ChatGPT," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    7. Zhou, Cheng & Chang, Qian, 2024. "Informational or emotional? Exploring the relative effects of chatbots’ self-recovery strategies on consumer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    8. Baabdullah, Abdullah M. & Alalwan, Ali Abdallah & Algharabat, Raed S. & Metri, Bhimaraya & Rana, Nripendra P., 2022. "Virtual agents and flow experience: An empirical examination of AI-powered chatbots," Technological Forecasting and Social Change, Elsevier, vol. 181(C).
    9. Nisreen Ameen & Jyoti Choudrie & Paul Jones & Amitabh Anand, 2022. "Innovative Technologies and Small-Medium Sized Enterprises in Times of Crisis," Information Systems Frontiers, Springer, vol. 24(4), pages 1055-1060, August.
    10. Michał Bańka & Jakub Daniłowski & Mirosław Czerliński & Jakub Murawski & Renata Żochowska & Aleksander Sobota, 2022. "A Feedback Analysis Automation Using Business Intelligence Technology in Companies Organizing Urban Public Transport," Sustainability, MDPI, vol. 14(18), pages 1-26, September.
    11. Raheem Bux Soomro & Sanam Gul Memon & Nisar Ahmed Dahri & Waleed Mugahed Al-Rahmi & Khalid Aldriwish & Anas A. Salameh & Ahmad Samed Al-Adwan & Atif Saleem, 2024. "The Adoption of Digital Technologies by Small and Medium-Sized Enterprises for Sustainability and Value Creation in Pakistan: The Application of a Two-Staged Hybrid SEM-ANN Approach," Sustainability, MDPI, vol. 16(17), pages 1-29, August.
    12. Zogaj, Adnan & Mähner, Philipp M. & Yang, Linyu & Tscheulin, Dieter K., 2023. "It’s a Match! The effects of chatbot anthropomorphization and chatbot gender on consumer behavior," Journal of Business Research, Elsevier, vol. 155(PA).
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    14. Mark Anthony Camilleri & Ciro Troise, 2023. "Live support by chatbots with artificial intelligence: A future research agenda," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 61-80, March.

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