Artificial intelligence or human service, which customer service failure is more unforgivable? : a counterfactual thinking perspective
Yibo Xie, Zelin Tong, Zhuorong Wu
| Year of publication: |
2025
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| Authors: | Xie, Yibo ; Tong, Zelin ; Wu, Zhuorong |
| Published in: |
Psychology & marketing. - New York, NY : Wiley Interscience, ISSN 1520-6793, ZDB-ID 2002068-5. - Vol. 42.2025, 8, p. 1993-2011
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| Subject: | AI customer service | counterfactual thinking | customer satisfaction | empathy | psychological distance | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Künstliche Intelligenz | Artificial intelligence | Emotion | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Kognition | Cognition |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1002/mar.22215 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015464104