Appreciation vs. apology : research on the influence mechanism of chatbot service recovery based on politeness theory
Mengmeng Song, Huixian Zhang, Xinyu Xing, Yucong Duan
| Year of publication: |
2023
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|---|---|
| Authors: | Song, Mengmeng ; Zhang, Huixian ; Xing, Xinyu ; Duan, Yucong |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 73.2023, p. 1-14
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| Subject: | Chatbot | Face concern | Politeness strategy | Post-recovery satisfaction | Time pressure | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jretconser.2023.103323 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014303143