Apology or gratitude? : the effect of communication recovery strategies for service failures of AI devices
Linxiang Lv, Minxue Huang, Dawei Guan and Kairui Yang
| Year of publication: |
2022
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|---|---|
| Authors: | Lv, Linxiang ; Huang, Minxue ; Guan, Dawei ; Yang, Kairui |
| Published in: |
Journal of travel and tourism marketing. - [Erscheinungsort nicht ermittelbar] : Routledge, ISSN 1540-7306, ZDB-ID 2112951-4. - Vol. 39.2022, 6, p. 570-587
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| Subject: | AI marketing | artificial intelligence | Asia Pacific | being ignored | being rejected | chatbots | communication recovery strategies | consumers’ forgiveness | Service failures | tourism marketing | Beschwerdemanagement | Complaint management | Künstliche Intelligenz | Artificial intelligence | Beziehungsmarketing | Relationship marketing | Tourismusmarketing | Tourism marketing | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Kommunikation | Communication |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/10548408.2022.2162659 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014234598