Buffer bots : the role of virtual service agents in mitigating negative effects when service fails
Sean Sands, Colin Campbell, Kirk Plangger, Leyland Pitt
| Year of publication: |
2022
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|---|---|
| Authors: | Sands, Sean ; Campbell, Colin L. ; Plangger, Kirk ; Pitt, Leyland F. |
| Published in: |
Psychology & marketing. - New York, NY : Wiley Interscience, ISSN 1520-6793, ZDB-ID 2002068-5. - Vol. 39.2022, 11, p. 2039-2054
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| Subject: | artificial intelligence (AI) | human-machine interaction | service failure | service robots | virtual service agents | Künstliche Intelligenz | Artificial intelligence | Dienstleistungsqualität | Service quality | Dienstleistungssektor | Service industry | Kundenservice | Customer service | Agentenbasierte Modellierung | Agent-based modeling | Dienstleistung | Services | Roboter | Robot | Virtuelle Organisation | Virtual organization |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1002/mar.21723 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013465140