Chatbot or human? : the impact of online customer service on consumers' purchase intentions
Shili Chen, Xiaolin Li, Kecheng Liu, Xuesong Wang
| Year of publication: |
2023
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|---|---|
| Authors: | Chen, Shili ; Li, Xiaolin ; Liu, Kecheng ; Wang, Xuesong |
| Published in: |
Psychology & marketing. - New York, NY : Wiley Interscience, ISSN 1520-6793, ZDB-ID 2002068-5. - Vol. 40.2023, 11, p. 2186-2200
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| Subject: | artificial intelligence | chatbot | demand certainty | human employee | online customer service | processing fluency | product type | Kundenservice | Customer service | Künstliche Intelligenz | Artificial intelligence | Online-Handel | Online retailing | Konsumentenverhalten | Consumer behaviour | Electronic Commerce | E-commerce | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1002/mar.21862 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014432389