A Framework and Content Analysis of Social Cues in the Introductions of Customer Service Chatbots. - Charlotte van Hooijdonk; Gabriëlla Martijn; Christine Liebrecht (CONVERSATIONS, 2022)

Conversational Repair Strategies to Cope with Errors and Breakdowns in Customer Service Chatbot Conversations. - Anouck Braggaar; Jasmin Verhagen; Gabriëlla Martijn; Christine Liebrecht (CONVERSATIONS, 2023)