Calming the customers by AI : investigating the role of chatbot acting-cute strategies in soothing negative customer emotions
Tao Zhang, Chao Feng, Hui Chen, Junjie Xian
| Year of publication: |
2022
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| Authors: | Zhang, Tao ; Feng, Chao ; Chen, Hui ; Xian, Junjie |
| Published in: |
Electronic markets : EM ; the international journal of electronic commerce and business media. - Berlin : Springer, ISSN 1422-8890, ZDB-ID 2017342-8. - Vol. 32.2022, 4, p. 2277-2292
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| Subject: | Acting-cute strategies | Artificial intelligence | Chatbot | Negative customer emotion | Product or service failure | Emotion | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Künstliche Intelligenz | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s12525-022-00596-2 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013556722