Building harmonious human-AI relationship through empathy in frontline service encounters : underlying mechanisms and journey stage differences
Bo Yang, Yongqiang Sun, and Xiao-Liang Shen
| Year of publication: |
2025
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|---|---|
| Authors: | Yang, Bo ; Sun, Yongqiang ; Shen, Xiao-Liang |
| Published in: |
International journal of contemporary hospitality management. - Bingley : Emerald, ISSN 1757-1049, ZDB-ID 2028752-5. - Vol. 37.2025, 3, p. 740-762
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| Subject: | AI-based service chatbot | Customer journey | Empathy | Human-AI relationship | Psychological empowerment | Emotion | Beziehungsmarketing | Relationship marketing | Lieferantenmanagement | Supplier relationship management | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/IJCHM-05-2024-0676 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015210264