Generative AI Chatbots and Conversational Agents in Retail and Consumer Services: A Systematic Literature Review and Research Agenda

Abstract

This online appendix provides the complete bibliographic list of the 227 articles included in the systematic review titled Generative AI Chatbots and Conversational Agents in Retail and Consumer Services: A Systematic Literature Review and Research Agenda. All studies that met the review’s final inclusion criteria are reported here in APA style to ensure transparency and replicability. Throughout the manuscript, these sources are referenced using standard author–date in-text citations (e.g., Author et al., year). Where the same author team published multiple included studies in the same year, letter suffixes (e.g., 2020a, 2020b) are used to uniquely distinguish each item. This appendix is intended to serve as the definitive citation index for the final corpus and as a reusable resource for scholars seeking to trace prior evidence, identify methodological patterns, and extend the research agenda in retail and consumer service contexts involving generative AI chatbots, conversational agents, and related AI-enabled service technologies.

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