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OpenAlex Citation Counts

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OpenAlex is a bibliographic catalogue of scientific papers, authors and institutions accessible in open access mode, named after the Library of Alexandria. It's citation coverage is excellent and I hope you will find utility in this listing of citing articles!

If you click the article title, you'll navigate to the article, as listed in CrossRef. If you click the Open Access links, you'll navigate to the "best Open Access location". Clicking the citation count will open this listing for that article. Lastly at the bottom of the page, you'll find basic pagination options.

Requested Article:

Managing the human–chatbot divide: how service scripts influence service experience
Sean Sands, Carla Ferraro, Colin Campbell, et al.
Journal of service management (2020) Vol. 32, Iss. 2, pp. 246-264
Closed Access | Times Cited: 119

Showing 1-25 of 119 citing articles:

Usability and responsiveness of artificial intelligence chatbot on online customer experience in e-retailing
Ja‐Shen Chen, Tran-Thien-Y Le, Devina Florence
International Journal of Retail & Distribution Management (2021) Vol. 49, Iss. 11, pp. 1512-1531
Closed Access | Times Cited: 260
False idols: Unpacking the opportunities and challenges of falsity in the context of virtual influencers
Sean Sands, Carla Ferraro, Vlad Demsar, et al.
Business Horizons (2022) Vol. 65, Iss. 6, pp. 777-788
Closed Access | Times Cited: 149
Artificial intelligence empowered conversational agents: A systematic literature review and research agenda
Marcello M. Mariani, Novin Hashemi, Jochen Wirtz
Journal of Business Research (2023) Vol. 161, pp. 113838-113838
Open Access | Times Cited: 140
How may I help you? Driving brand engagement through the warmth of an initial chatbot message
Alexander J. Kull, Marisabel Romero, Lisa Monahan
Journal of Business Research (2021) Vol. 135, pp. 840-850
Closed Access | Times Cited: 137
Role of cognitive absorption in building user trust and experience
Janarthanan Balakrishnan, Yogesh K. Dwivedi
Psychology and Marketing (2021) Vol. 38, Iss. 4, pp. 643-668
Open Access | Times Cited: 135
Chatbots in e-commerce: The effect of chatbot language style on customers’ continuance usage intention and attitude toward brand
Meichan Li, Rui Wang
Journal of Retailing and Consumer Services (2022) Vol. 71, pp. 103209-103209
Closed Access | Times Cited: 113
“Find a flight for me, Oscar!” Motivational customer experiences with chatbots
Jano Jiménez‐Barreto, Natalia Rubio, Sebastián Molinillo
International Journal of Contemporary Hospitality Management (2021) Vol. 33, Iss. 11, pp. 3860-3882
Open Access | Times Cited: 109
Someone out there? A study on the social presence of anthropomorphized chatbots
Elisa Konya-Baumbach, Miriam Biller, Sergej von Janda
Computers in Human Behavior (2022) Vol. 139, pp. 107513-107513
Closed Access | Times Cited: 101
Adoption of artificial intelligence (AI) based employee experience (EEX) chatbots
Rajasshrie Pillai, Yamini Ghanghorkar, Brijesh Sivathanu, et al.
Information Technology and People (2023) Vol. 37, Iss. 1, pp. 449-478
Closed Access | Times Cited: 86
Living and working with service robots: a TCCM analysis and considerations for future research
Arne De Keyser, Werner H. Kunz
Journal of service management (2022) Vol. 33, Iss. 2, pp. 165-196
Closed Access | Times Cited: 82
Chatbots in retail: How do they affect the continued use and purchase intentions of Chinese consumers?
Kan Jiang, Meilian Qin, Shurong Li
Journal of Consumer Behaviour (2022) Vol. 21, Iss. 4, pp. 756-772
Closed Access | Times Cited: 80
Chatbots and service failure: When does it lead to customer aggression
Yu‐Shan Huang, Paula Dootson
Journal of Retailing and Consumer Services (2022) Vol. 68, pp. 103044-103044
Closed Access | Times Cited: 80
The impact of anthropomorphism on customer satisfaction in chatbot commerce: an experimental study in the food sector
Katharina Klein, Luis F. Martinez
Electronic Commerce Research (2022) Vol. 23, Iss. 4, pp. 2789-2825
Closed Access | Times Cited: 75
The next hype in social media advertising: Examining virtual influencers’ brand endorsement effectiveness
eunjin Kim, Dong-Gyu Kim, E. Zihang, et al.
Frontiers in Psychology (2023) Vol. 14
Open Access | Times Cited: 55
Chatbot-Based Services: A Study on Customers’ Reuse Intention
Filipe Araújo Silva, Alireza Shabani Shojaei, Belém Barbosa
Journal of theoretical and applied electronic commerce research (2023) Vol. 18, Iss. 1, pp. 457-474
Open Access | Times Cited: 45
Can chatbot customer service match human service agents on customer satisfaction? An investigation in the role of trust
Dongling Huang, Dmitri G. Markovitch, Rusty A. Stough
Journal of Retailing and Consumer Services (2023) Vol. 76, pp. 103600-103600
Closed Access | Times Cited: 44
Artificial intelligence is the magic wand making customer-centric a reality! An investigation into the relationship between consumer purchase intention and consumer engagement through affective attachment
Muhammad Bilal, Yunfeng Zhang, Shukai Cai, et al.
Journal of Retailing and Consumer Services (2023) Vol. 77, pp. 103674-103674
Open Access | Times Cited: 44
The paradoxes of generative AI-enabled customer service: A guide for managers
Carla Ferraro, Vlad Demsar, Sean Sands, et al.
Business Horizons (2024) Vol. 67, Iss. 5, pp. 549-559
Open Access | Times Cited: 33
Virtual vs. human influencer: Effects on users’ perceptions and brand outcomes
Roberta De Cicco, Serena Iacobucci, Loreta Cannito, et al.
Technology in Society (2024) Vol. 77, pp. 102488-102488
Closed Access | Times Cited: 20
AI concierge in the customer journey: what is it and how can it add value to the customer?
Stephanie Q. Liu, Khadija Ali Vakeel, Nicholas Smith, et al.
Journal of service management (2024) Vol. 35, Iss. 6, pp. 136-158
Open Access | Times Cited: 18
Consumers’ Emotional Responses to AI-Generated Versus Human-Generated Content: The Role of Perceived Agency, Affect and Gaze in Health Marketing
Vaibhav Shwetangbhai Diwanji, Mugur Geana, Jun Pei, et al.
International Journal of Human-Computer Interaction (2025), pp. 1-21
Closed Access | Times Cited: 2
Digital humans in fashion: Will consumers interact?
Emmanuel Sirimal Silva, Francesca Bonetti
Journal of Retailing and Consumer Services (2020) Vol. 60, pp. 102430-102430
Open Access | Times Cited: 113
Exploring the impact of chatbots on consumer sentiment and expectations in retail
Anh D. Tran, Jason Pallant, Lester W. Johnson
Journal of Retailing and Consumer Services (2021) Vol. 63, pp. 102718-102718
Closed Access | Times Cited: 102
Reinforcing customer journey through artificial intelligence: a review and research agenda
Jyoti Rana, Loveleen Gaur, Gurmeet Singh, et al.
International Journal of Emerging Markets (2021) Vol. 17, Iss. 7, pp. 1738-1758
Closed Access | Times Cited: 86
Artificial intelligent chatbots as brand promoters: a two-stage structural equation modeling-artificial neural network approach
Crystal T. Lee, Ling-Yen Pan, Sara H. Hsieh
Internet Research (2021) Vol. 32, Iss. 4, pp. 1329-1356
Closed Access | Times Cited: 86
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