Can chatbot customer service match human service agents on customer satisfaction? : an investigation in the role of trust
Dongling Huang, Dmitri G. Markovitch, Rusty A. Stough
| Year of publication: |
2024
|
|---|---|
| Authors: | Huang, Dongling ; Markovitch, Dmitri G. ; Stough, Rusty A. |
| Subject: | Artificial intelligence | Chatbots | Customer service | Dispositional trust | Learned trust | Loyalty | Recommendation acceptance | Satisfaction | Situational trust | Trust | Trust propensity | Vertrauen | Confidence | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Beziehungsmarketing | Relationship marketing | Künstliche Intelligenz | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jretconser.2023.103600 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014460850