Publicaties
2026
Wetenschappelijke publicaties
Martijn, G. (2026). Customer Service Chatbots: From Automation to Collaboration. [Doctoral thesis 1 (Research UU / Graduation UU), Universiteit Utrecht]. Universiteit Utrecht. [DOI] [Repository]
Martijn, G., van Burgsteden, L., te Molder, H., & van Hooijdonk, C. (2026). “Hold on, I’ll connect you to a human agent”: Recipient design, repair, and their impact on progressivity in human-chatbot conversations. Discourse and Communication, 20(1), 74-97. [DOI] [Repository]
Martijn, G., van Hooijdonk, C., Hoeken, H., & Kunneman, F. (2026). “Have I Answered Your Question Satisfactorily?”: Customer Requests, Intent Recognition Errors, and Repair Strategies in Chatbot Interactions. International Journal of Human-Computer Interaction. Advance online publication. [DOI]
2024
Wetenschappelijke publicaties
Braggaar, A., Verhagen, J., Martijn, G., & Liebrecht, C. (2024). Conversational Repair Strategies to Cope with Errors and Breakdowns in Customer Service Chatbot Conversations. In A. Følstad, T. Araujo, S. Papadopoulos, E. L.-C. Law, E. Luger, M. Goodwin, S. Hobert, & P. B. Brandtzaeg (Eds.), Chatbot Research and Design - 7th International Workshop, CONVERSATIONS 2023, Revised Selected Papers (1 ed., pp. 23-41). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 14524 LNCS). Springer. [DOI] [Repository]
2023
Wetenschappelijke publicaties
van Hooijdonk, C., Martijn, G., & Liebrecht, C. (2023). A Framework and Content Analysis of Social Cues in the Introductions of Customer Service Chatbots. In Chatbot Research and Design (pp. 118-133). (Lecture Notes in Computer Science; Vol. 13815). Springer. [DOI] [Repository]
Martijn, G., van Hooijdonk, C., Kunneman, F., & Hoeken, H. (2023). Reconfiguring The Customer Service Domain: Perspectives Of Managers, Conversational Designers, And Human Agents On Human-Chatbot Collaboration. International Journal of Innovation and Technology Management, 21(4). [DOI] [Repository]
van Hooijdonk, C., Liebrecht, C., Kamoen, N., & Martijn, G. (2023). User Perceptions, Experiences and Interactions with Municipalities’ Chatbots Differing in Human Likeness and Interaction Design. Paper presented at Conversations 2023, Oslo, Norway. [Repository]
van Hooijdonk, C., Martijn, G., Liebrecht, C., & Loureiro Lopes, A. I. (2023). Social Cues in the Introductions of Customer Service Chatbots: Usage and Users’ Perceptions. Abstract from Etmaal van de Communicatiewetenschap, Enschede, Netherlands.