Blame the bot : anthropomorphism and anger in customer-chatbot interactions
Cammy Crolic, Felipe Thomaz, Rhonda Hadi, and Andrew T. Stephen
| Year of publication: |
2022
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|---|---|
| Authors: | Crolic, Cammy ; Thomaz, Felipe ; Hadi, Rhonda ; Stephen, Andrew T. |
| Published in: |
Journal of marketing. - Thousand Oaks, CA : Sage Publishing, ISSN 1547-7185, ZDB-ID 2052318-X. - Vol. 86.2022, 1, p. 132-148
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| Subject: | anger | anthropomorphism | artificial intelligence | chatbots | conversational agents | customer service | expectancy violations | Künstliche Intelligenz | Artificial intelligence | Kundenservice | Customer service | Emotion | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/00222429211045687 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012794738