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Consumer Response to Anthropomorphism of Text‐Based AI Chatbots: A Systematic Literature Review and Future Research Directions

https://doi.org/10.1111/ijcs.70108
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Outgoing claims: the papers this work cites, builds on, or argues with.

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I, chatbot! the impact of anthropomorphism and gaze direction on willingness to disclose personal information and behavioral intentions
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Cross-Cultural Privacy Differences
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Review articles: purpose, process, and structure
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Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI
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Anthropomorphism in AI-enabled technology: A literature review
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AI-based chatbots in conversational commerce and their effects on product and price perceptions
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Qualitative evaluation and research methods
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Someone out there? A study on the social presence of anthropomorphized chatbots
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inferredcites →https://doi.org/10.1016/j.chb.2023.107954openalex-snapshot
How to leverage anthropomorphism for chatbot service interfaces: The interplay of communication style and personification
inferredcites →https://doi.org/10.1016/j.dss.2023.114132openalex-snapshot
How do system and user characteristics, along with anthropomorphism, impact cognitive absorption of chatbots – Introducing SUCCAST through a mixed methods study
inferredcites →https://doi.org/10.1016/j.dss.2024.114314openalex-snapshot
Emotional expressions of care and concern by customer service chatbots: Improved customer attitudes despite perceived inauthenticity
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The impact of emotional expression by artificial intelligence recommendation chatbots on perceived humanness and social interactivity
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Should the chatbot “save itself” or “be helped by others”? The influence of service recovery types on consumer perceptions of recovery satisfaction
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The role of chatbots’ human-like characteristics in online shopping
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Concrete or abstract: How chatbot response styles influence customer satisfaction
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The art of writing literature review: What do we know and what do we need to know?
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The human side of human-chatbot interaction: A systematic literature review of ten years of research on text-based chatbots
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Developing and validating a service robot integration willingness scale
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Enhancing service recovery satisfaction with chatbots: The role of humor and informal language
inferredcites →https://doi.org/10.1016/j.ijhm.2025.104106openalex-snapshot
AI-generated recommendations: Roles of language style, perceived AI human-likeness, and recommendation agent
inferredcites →https://doi.org/10.1016/j.ijinfomgt.2019.03.008openalex-snapshot
Consumers acceptance of artificially intelligent (AI) device use in service delivery
inferredcites →https://doi.org/10.1016/j.ijinfomgt.2023.102679openalex-snapshot
Chatbots’ effectiveness in service recovery
inferredcites →https://doi.org/10.1016/j.ijinfomgt.2024.102767openalex-snapshot
The effect of the anthropomorphic design of chatbots on customer switching intention when the chatbot service fails: An expectation perspective
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Synthesizing information systems knowledge: A typology of literature reviews
inferredcites →https://doi.org/10.1016/j.jbusres.2019.07.039openalex-snapshot
Literature review as a research methodology: An overview and guidelines
inferredcites →https://doi.org/10.1016/j.jbusres.2020.04.030openalex-snapshot
Customer service chatbots: Anthropomorphism and adoption
inferredcites →https://doi.org/10.1016/j.jbusres.2020.12.051openalex-snapshot
Enhancing chatbot effectiveness: The role of anthropomorphic conversational styles and time orientation
inferredcites →https://doi.org/10.1016/j.jbusres.2021.12.007openalex-snapshot
The effect of gender stereotypes on artificial intelligence recommendations
inferredcites →https://doi.org/10.1016/j.jbusres.2022.02.088openalex-snapshot
Classifying and measuring the service quality of AI chatbot in frontline service
inferredcites →https://doi.org/10.1016/j.jbusres.2022.08.035openalex-snapshot
“How mAy I help you today?” The use of AI chatbots in small family businesses and the moderating role of customer affective commitment
inferredcites →https://doi.org/10.1016/j.jbusres.2022.113412openalex-snapshot
It’s a Match! The effects of chatbot anthropomorphization and chatbot gender on consumer behavior
inferredcites →https://doi.org/10.1016/j.jbusres.2023.114127openalex-snapshot
Inducing consumers’ self-disclosure through the fit between Chatbot’s interaction styles and regulatory focus
inferredcites →https://doi.org/10.1016/j.jbusres.2023.114403openalex-snapshot
Chatbot ads with a human touch: A test of anthropomorphism, interactivity, and narrativity
inferredcites →https://doi.org/10.1016/j.jbusres.2024.114737openalex-snapshot
Enhancing trust in online grocery shopping through generative AI chatbots
inferredcites →https://doi.org/10.1016/j.jbusres.2024.115162openalex-snapshot
Proposing the “Digital Agenticity Theory” to analyze user engagement in conversational AI chatbot
inferredcites →https://doi.org/10.1016/j.jhtm.2022.07.018openalex-snapshot
Anthropomorphism in hospitality and tourism: A systematic review and agenda for future research
inferredcites →https://doi.org/10.1016/j.jretconser.2021.102900openalex-snapshot
Will artificial intelligence replace human customer service? The impact of communication quality and privacy risks on adoption intention
inferredcites →https://doi.org/10.1016/j.jretconser.2022.103059openalex-snapshot
When do AI chatbots lead to higher customer satisfaction than human frontline employees in online shopping assistance? Considering product attribute type
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Understanding the user satisfaction and loyalty of customer service chatbots
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Emotion and trust in virtual service assistant design for effective service recovery
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Dissecting the mixed effects of human-customer service chatbot interaction on customer satisfaction: An explanation from temporal and conversational cues
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The impact of intelligent customer service agents’ initial response on consumers’ continuous interaction intention
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Exploring the influence mechanism of chatbot-expressed humor on service satisfaction in online customer service
inferredcites →https://doi.org/10.1016/j.jretconser.2023.103666openalex-snapshot
Rapport with a chatbot? The underlying role of anthropomorphism in socio-cognitive perceptions of rapport and e-word of mouth
inferredcites →https://doi.org/10.1016/j.jretconser.2024.103758openalex-snapshot
What drives tourists’ continuance intention to use ChatGPT for travel services? A stimulus-organism-response perspective
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Informational or emotional? Exploring the relative effects of chatbots’ self-recovery strategies on consumer satisfaction
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Consumer reactions to chatbot versus human service: An investigation in the role of outcome valence and perceived empathy
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Impact of Gen-AI chatbots on consumer services experiences and behaviors: Focusing on the sensation of awe and usage intentions through a cybernetic lens
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Balancing identity diversity and product contexts: Understanding consumer trust in AI-enhanced chatbot services
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From familiarity to acceptance: The impact of Generative Artificial Intelligence on consumer adoption of retail chatbots
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Immediate Response Syndrome and Acceptance of AI Robots--Comparison between Japan and Taiwan
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The role of meta-UTAUT factors, perceived anthropomorphism, perceived intelligence, and social self-efficacy in chatbot-based services?
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Anthropomorphic chatbots' for future healthcare services: Effects of personality, gender, and roles on source credibility, user satisfaction, and intention to use
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Scope and limits of AI fundraisers: Moderated serial multiple mediation model between artificial emotions and willingness to donate via humanness and empathy
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How does the anthropomorphism of AI chatbots facilitate users' reuse intention in online health consultation services? The moderating role of disease severity
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Experimental study on the effect of adopting humanized and non-humanized chatbots on the factors measure the intensity of the user's perceived trust in the Yellow September campaign
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Examining chatbot usage intention in a service encounter: Role of task complexity, communication style, and brand personality
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How AI chatbots shape satisfactory experiences: A combined perspective of competence expansion and emotional extension
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Emotional expression by artificial intelligence chatbots to improve customer satisfaction: Underlying mechanism and boundary conditions
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Strangers or friends? Examining chatbot adoption in tourism through psychological ownership
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The double-edged sword effect of chatbot anthropomorphism on customer acceptance intention: the mediating roles of perceived competence and privacy concerns
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Smiling AI agents: How anthropomorphism and broad smiles increase charitable giving
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Rethinking Conversation Styles of Chatbots from the Customer Perspective: Relationships between Conversation Styles of Chatbots, Chatbot Acceptance, and Perceived Tie Strength and Perceived Risk
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How Interaction Mechanism and Error Responses Influence Users’ Responses to Customer Service Chatbots
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Shaping AI’s Future? China in Global AI Governance
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Past, present, and future of anthropomorphism in hospitality & tourism: conceptualization and systematic review
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Intimate Exchanges: Using Computers to Elicit Self‐Disclosure From Consumers
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When Brands Seem Human, Do Humans Act Like Brands? Automatic Behavioral Priming Effects of Brand Anthropomorphism
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Sophia Sophia tell me more, which is the most risk-free plan of all? AI anthropomorphism and risk aversion in financial decision-making
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Avoiding excessive AI service agent anthropomorphism: examining its role in delivering bad news
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Human–computer interaction meets consumer psychology: How augmented reality shapes decision styles in online fashion purchases
inferred← citeshttps://doi.org/10.1016/j.chbr.2026.101003openalex-snapshot
Gender similarity effects in human–AI interaction: Development and validation of the Behavioral AI Anthropomorphism Scale (BAAS) and implications for trust and gender attribution
inferred← citeshttps://doi.org/10.1016/j.chbr.2026.101265openalex-snapshot
Designing chatbots for E-commerce engagement: A multi-study approach
inferred← citeshttps://doi.org/10.1016/j.jbusres.2026.116559openalex-snapshot
Consumer vulnerability in artificial intelligence-driven marketing: A paradox theory lens
inferred← citeshttps://doi.org/10.1016/j.ssaho.2026.103783openalex-snapshot
AI-based task-scheduling advice: the associations between adoption intent, AI anthropomorphism, and perceived competence fit
inferred← citeshttps://doi.org/10.1016/j.techsoc.2026.103379openalex-snapshot
Emotional attachment to AI chatbots: Evidence from Germany, China, South Africa, and the United States
inferred← citeshttps://doi.org/10.1016/j.tifs.2026.106114openalex-snapshot
AI-mediated food choice: A systematic evidence map of personalisation, persuasion, consumer agency, and industrial translation
inferred← citeshttps://doi.org/10.1080/08824096.2026.2695125openalex-snapshot
Birds of a feather? How perceived similarity shapes responses to AI versus human health messages
inferred← citeshttps://doi.org/10.1080/10447318.2026.2679614openalex-snapshot
Let the Bridge of Emotion Connect Me to It: A Bibliometric Review of Emotion Research in Human–Machine Interaction
inferred← citeshttps://doi.org/10.1080/10447318.2026.2695435openalex-snapshot
Algorithmically Mediated Intimacy in Human-AI Companionship: Temporal Sedimentation, AI Anxiety, and Algorithmic Awareness
inferred← citeshttps://doi.org/10.1080/10447318.2026.2727254openalex-snapshot
Empathetic AI: Credibility Perceptions, Anthropomorphism, and Vaccine Misperceptions
inferred← citeshttps://doi.org/10.1080/23311975.2026.2710503openalex-snapshot
Emotion in consumer–chatbot interactions: a systematic literature review from a service marketing perspective
inferred← citeshttps://doi.org/10.1108/ijqss-04-2026-0125openalex-snapshot
What shapes chatbot service quality? Insights from a systematic literature review in AI-driven customer interactions
inferred← citeshttps://doi.org/10.1108/jabes-09-2025-0519openalex-snapshot
The role of social presence in moderating the impact of artificial intelligence on perceived value in social commerce
inferred← citeshttps://doi.org/10.1108/jcm-11-2025-8511openalex-snapshot
Agentic AI-enabled influencers and psychological persuasion: agenticity shaping emotional engagement and well-being
inferred← citeshttps://doi.org/10.1108/jpbm-02-2025-5785openalex-snapshot
Brand relationships in conversation: a review of conversational agents using bibliometrics and language models
inferred← citeshttps://doi.org/10.1108/oir-07-2025-0558openalex-snapshot
“Looks human, communicates warmly”: the impact of chatbots' anthropomorphic design cues on users' intention to adopt health information
inferred← citeshttps://doi.org/10.1109/aciiw71585.2026.11712082openalex-snapshot
A Design Framework for Calibrated Emotional Anthropomorphism in Conversational AI
inferred← citeshttps://doi.org/10.1111/ijcs.70154openalex-snapshot
Customer Engagement in Online Retailing: A Systematic Literature Review and Future Research Directions
inferred← citeshttps://doi.org/10.1111/ijcs.70195openalex-snapshot
Examining the Role of Anthropomorphism in Older Adults' Use of Intelligent Voice Assistants: More Anxious Does Not Always Mean Less Positively Affected by New Technological Features
inferred← citeshttps://doi.org/10.1111/ijcs.70235openalex-snapshot
Product Cues, Interaction Quality, and Anthropomorphism in Artificial Intelligence Virtual Anchor Marketing
inferred← citeshttps://doi.org/10.1145/3805689.3812324openalex-snapshot
A Scoping Review of the Ethical Perspectives on Anthropomorphising Large Language Model-Based Conversational Agents
inferred← citeshttps://doi.org/10.1177/09504222261498278openalex-snapshot
Task-oriented and relational perceptions of ChatGPT among generation Z students: Implications for higher education and preparation for AI-enabled work
inferred← citeshttps://doi.org/10.1371/journal.pone.0357787openalex-snapshot
Mechanism of AI chatbot anthropomorphism on consumer impulse buying in live streaming scenarios based on SOR framework
inferred← citeshttps://doi.org/10.1515/lass-2026-0021openalex-snapshot
Anthropomorphic perception and meaning-making in human–AI interaction: a comparison of mixed reality and ChatGPT using multimodal social semiotics and LIWC
inferred← citeshttps://doi.org/10.2139/ssrn.5954583openalex-snapshot
The AI Similarity Bias: Development and Validation of the Behavioral AI Anthropomorphism Scale (BAAS) and Its Implications for Trust and Gender Attribution
inferred← citeshttps://doi.org/10.2139/ssrn.6544420openalex-snapshot
Why Users Continue Using AI Chatbots for Sustainable Purchases: A Multi-Studies Test of Anthropomorphism, Efficiency, Psychological Ownership, and Trust
inferred← citeshttps://doi.org/10.2139/ssrn.6919240openalex-snapshot
When Anthropomorphism Backfires: Matching Chatbot Design to Task Type and Interaction Strategy in E-Commerce
inferred← citeshttps://doi.org/10.3389/fcomp.2026.1869287openalex-snapshot
Social presence and interaction dynamics in human–AI communication: evidence from large-scale conversational data
inferred← citeshttps://doi.org/10.3390/a19040288openalex-snapshot
PLS-SEM Algorithmic Modeling of High-Tech and High-Touch Hospitality Experiences with Moderating Roles of Employee Presence and Technology Identity
inferred← citeshttps://doi.org/10.3390/bs16040496openalex-snapshot
Anthropomorphic AI and Consumer Skepticism: A Behavioral Study of Trust and Adoption in Fragile Economies
inferred← citeshttps://doi.org/10.3390/jtaer21040098openalex-snapshot
Chatbot Adoption: A Systematic Literature Review
inferred← citeshttps://doi.org/10.3390/jtaer21080264openalex-snapshot
Does Conversational Artificial Intelligence Affect Parasocial Displacement? A Study on Consumer Brand Affinity in Digital Market Ecosystems
inferred← citeshttps://doi.org/10.3390/proceedings2026148005openalex-snapshot
Too Human to Resist: AI Anthropomorphism and Manipulation Vulnerability in Gen Z
inferred← citeshttps://doi.org/10.4018/979-8-2600-0512-5.ch006openalex-snapshot
Anthropomorphic Chatbots and Customer Loyalty
inferred← citeshttps://doi.org/10.4018/979-8-2600-0512-5.ch007openalex-snapshot
Anthropomorphism of Intelligent Chatbots in Conversational Influencer Marketing
Editorial review for independent work. ICSAC — the Institute for Complexity Science and Advanced Computing — runs a structured editorial panel for researchers publishing outside journals, and publishes on CiteStamp rails. Submission is free and goes through ORCID: icsacinstitute.org/submit.