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dc.contributor.authorZhang, Juliana J. Y.
dc.contributor.authorFølstad, Asbjørn
dc.contributor.authorBjørkli, Cato A.
dc.identifier.citationJournal of Internet Commerce. 2021.en_US
dc.description.abstractWhile chatbots have become an important part of customer service operations, there is a knowledge gap concerning organizational aspects of chatbot implementation and management. In response to this gap, we present a study of organizational factors affecting successful chatbot implementation. The study involved six organizations that had implemented chatbots for customer service within the last three years. Interviews were conducted with chatbot project owners, managers, developers, and customer service personnel – a total of 14 interviews. Through thematic analysis, five organizational factors were detailed as important for successful chatbot implementation: (1) work and team organization, (2) change management, (3) competencies and competency acquisition, (4) organizational resources, and (5) performance measures. We also present findings on the organizations' motivations and key success criteria for chatbot implementation. Based on the findings we summarize implications for theory and practice and point out directions for future research.en_US
dc.publisherTaylor & Francisen_US
dc.rightsNavngivelse 4.0 Internasjonal*
dc.subjectCustomer serviceen_US
dc.subjectDigital innovationen_US
dc.subjectImplementation effectivenessen_US
dc.subjectInnovation implementationen_US
dc.subjectOrganizational factorsen_US
dc.titleOrganizational Factors Affecting Successful Implementation of Chatbots for Customer Serviceen_US
dc.typePeer revieweden_US
dc.typeJournal articleen_US
dc.rights.holder© 2021 The Author(s). Published with license by Taylor & Francis Group, LLC. This is an Open Access article distributed under the terms of the Creative Commons Attribution License (http://, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.en_US
dc.source.journalJournal of Internet Commerceen_US
dc.relation.projectNorges forskningsråd: 282244en_US

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Navngivelse 4.0 Internasjonal
Except where otherwise noted, this item's license is described as Navngivelse 4.0 Internasjonal