Abstract

Background: Chatbots have become integral to contemporary service journeys, yet the empirical knowledge on what drives their adoption remains scattered across disciplines and sectors. Objectives: This review (i) understand s and critically examine s the full spectrum of adoption antecedents across diverse service settings, and (ii) summarize s and clarify user and managerial perspectives in relation to current research streams across varied service encounters. Methods: Following PRISMA 2020 guidelines, Scopus and Web of Science Core Collection were searched in May 2025 with combinations of chatbot, conversational agent, adoption, and service -related terms. Inclusion was limited to peer -reviewed journal articles in English (2020 -2025) that explicitly investigated chatbot adoption in service settings. Results: Eight meta -themes emerged by creating a matrix of variables. Qualitative evidence converged on transparency, empathic tone and user control as pivotal to perceived value. Limitations: Grey literature and non -English studies were excluded; database and date restrictions may have led to omissions. Conclusions: Service chatbot adoption is a multidimensional phenomenon shaped by functional, relational and contextual cues. Future research should integrate multiple theories, employ longitudinal or experimental designs, and examine under -explored service contexts

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