RQ Draft 1 What Influence do chatbots have on E-commerce platforms from the business perspective?

RQ Draft 2 To what extent do chatbots help E-commerce platforms from the business perspective?

RQ Draft 3 How chatbots influence the business-customer relationship?

RQ Draft 4 To what extent chatbots change business values on the e-commerce businesses?

Draft of the concept matrix:

Articles Concepts
Customer Customer Customer Company Business Business Business Customer Customer E-
service acquisition satisfaction goals value communication automation personalization experience commerce Chatbot

X Luo et al. x x x x
M Chung et
al. x x x x x
A. Canhoto
et al. x x x
D. Peras et
al. x x x x
Meng-Chieh
Ko et al. x x
L Cui et al. x x x x
B. Libai x x x x
S. Gupta et
al. x
M Heo et al. x x x
Prezgalinska
et al., 2019 x x
Ameen et al.,
2020 x x