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Conversational agents in online organization–stakeholder interactions: a state-of-the-art analysis and implications for further research
Journal of Communication Management ( IF 3.1 ) Pub Date : 2020-06-03 , DOI: 10.1108/jcom-11-2019-0145
Salla Syvänen , 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.,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.,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.,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.,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.

中文翻译:

在线组织与利益相关者互动中的对话代理:最新分析及其对进一步研究的启示

这项研究的目的是回顾有关聊天机器人和利益相关者互动的现有文献,以识别主要趋势并阐明知识差距。通过定性和定量方法进行了系统的文献综述。开发了基于早期系统文献综述的密码本,并用于从62篇经同行评审的离散英语文章中提取信息。归纳方法用于分析聊天机器人的定义,主题,度量,视角和含义。聊天机器人已被许多不同学科研究,但从组织,利益相关者和公司沟通的角度来看却很少。现有的研究集中在聊天机器人的技术发展以及聊天机器人的语言和会话技巧上。研究仍停留在对这种现象的微观理解上,即聊天机器人的本质,但尚未考虑中观(组织)或宏观(社会)水平。审阅了英文论文,但不包括会议录,书籍,书中的章节和社论,它们可能提供了其他重要而重要的考虑。与传播相关学科的研究数量有限,这表明公司传播学者可以为讨论聊天机器人与利益相关者之间的相互作用做出更多贡献。这是公司传播领域研究组织聊天机器人与利益相关者之间的相互作用的第一项研究。审查结果提供了有关聊天机器人的组织能力和能力的重要信息,
更新日期:2020-06-03
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