van Hamond J, Bespalko D, Neggers M, Kokkinou A. Business Benefits and Customer Perceptions in Customer Service Chatbots. V: Pucihar A, Kljajić Borštnar M, Blatnik S, Marolt M, Bons RWH, Smit K, idr., uredniki. 38th Bled eConference: Empowering Transformation: Shaping Digital Futures for All: Conference Proceedings [Internet]. Univerzitetna založba Univerze v Mariboru; 2025 [citirano 15. marec 2026]. str. 85-100. (, ed. Blejska eKonferenca). Dostopno na: https://press.um.si/index.php/ump/catalog/book/947/chapter/591