Bots with feelings : should AI agents express positive emotion in customer service?
Elizabeth Han, Dezhi Yin, Han Zhang
| Year of publication: |
2023
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| Authors: | Han, Elizabeth ; Yin, Dezhi ; Zhang, Han |
| Published in: |
Information systems research : ISR. - Linthicum, Md. : INFORMS, ISSN 1526-5536, ZDB-ID 2027203-0. - Vol. 34.2023, 3, p. 1296-1311
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| Subject: | chatbot | conversational agent | customer service | emotional artificial intelligence | emotional contagion | expectation–disconfirmation | relationship norm orientation | Emotion | Kundenservice | Customer service | Künstliche Intelligenz | Artificial intelligence | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Agentenbasierte Modellierung | Agent-based modeling |
| Type of publication: | Article |
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| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1287/isre.2022.1179 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10014384236