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Artificial Intelligence Chatbots Versus Human Agents in Customer Satisfaction: The Role of Warmth and Competence

Overview of attention for article published in Journal of Interactive Marketing (John Wiley & Sons), January 2026
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About this Attention Score

  • In the top 25% of all research outputs scored by Altmetric
  • High Attention Score compared to outputs of the same age (90th percentile)
  • High Attention Score compared to outputs of the same age and source (93rd percentile)

Mentioned by

news
1 news outlet
twitter
1 X user

Readers on

mendeley
67 Mendeley
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Article details
Title
Artificial Intelligence Chatbots Versus Human Agents in Customer Satisfaction: The Role of Warmth and Competence
Published in
Journal of Interactive Marketing (John Wiley & Sons), January 2026
DOI 10.1177/10949968251366265
Authors

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Timeline Attention over time Attention Score history
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X Demographics

X Demographics

The data shown below were collected from the profile of 1 X user who shared this research output. Click here to find out more about how the information was compiled.
Mendeley demographics

Mendeley demographics

The data shown below were compiled from readership statistics for 67 Mendeley readers of this research output. Click here to see the associated Mendeley record.

Geographical breakdown

Geographical breakdown
Country Count As %
Unknown 67 100%

Demographic breakdown

Readers by professional status
Readers by professional status Count As %
Unspecified 18 27%
Researcher 7 10%
Professor > Associate Professor 4 6%
Librarian 2 3%
Professor 2 3%
Other 5 7%
Unknown 29 43%
Readers by discipline
Readers by discipline Count As %
Unspecified 20 30%
Business, Management and Accounting 15 22%
Computer Science 2 3%
Social Sciences 2 3%
Economics, Econometrics and Finance 1 1%
Other 0 0%
Unknown 27 40%
Attention Score in Context

Attention Score in Context

This research output has an Altmetric Attention Score of 13. This is our high-level measure of the quality and quantity of online attention that it has received. This Attention Score, as well as the ranking and number of research outputs shown below, was calculated when the research output was last mentioned on 28 July 2026.
All research outputs
#3,652,685
of 34,393,205 outputs
Outputs from Journal of Interactive Marketing (John Wiley & Sons)
#70
of 438 outputs
Outputs of similar age
#34,735
of 376,842 outputs
Outputs of similar age from Journal of Interactive Marketing (John Wiley & Sons)
#1
of 15 outputs
Altmetric has tracked 34,393,205 research outputs across all sources so far. Compared to these this one has done well and is in the 89th percentile: it's in the top 25% of all research outputs ever tracked by Altmetric.
So far Altmetric has tracked 438 research outputs from this source. They typically receive more attention than average, with a mean Attention Score of 8.6. This one has done well, scoring higher than 84% of its peers.
Older research outputs will score higher simply because they've had more time to accumulate mentions. To account for age we can compare this Altmetric Attention Score to the 376,842 tracked outputs that were published within six weeks on either side of this one in any source. This one has done particularly well, scoring higher than 90% of its contemporaries.
We're also able to compare this research output to 15 others from the same source and published within six weeks on either side of this one. This one has done particularly well, scoring higher than 93% of its contemporaries.