Author

Devika Dabas

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Review Aug 2026

What shapes chatbot service quality? Insights from a systematic literature review in AI-driven customer interactions

This study uses the novel SPAR-4-SLR protocol to structure the review and the TCCM framework to shed light on the chatbot service quality from the perspectives of theories, contexts, characteristics and methodologies.

Devika Dabas, Seema Singh · International Journal of Qua... · 0 citations